Well done OVO

rogcal

I may be a harsh critic of OVO when they get things wrong but when they get it right I shall tell the world (or this forum at least).

OVO's new system of billing on the basis of customer's own monthly meter readings works a treat and no more added estimated readings for the two days between the customers reading being supplied and the day the bill is calculated.

I'm also very pleased that the DD payment agreed upon remains unchanged and that I can pay any shortfall by bank transfer upon receipt of the monthly statement.

I'm happy, OVO is happy and all is right with the world (except for the thieving and corrupt Government we are currently lumbered with)!

backfoot

After an encouraging start, OVO have plumbed the depths of incompetence for me.

(ok not depths of incompetence...got told off !!)

They are all very courteous,write apologies with feeling and they have a friendly relaxed telephone manner.Prices were good at the start, they offerred some interest on your credit balance, you got monthly statements,you can send meter readings. I was a contented chappy.:D

They are the small outfit making their way in this big bad world of sharks and nasty marketeers.I wanted to be with them, it might have been so different. BUT

I had three simple questions;

1. When did you e mail me with the notification of the price increase?
2. Can you send me a copy of it, because I didn't receive it.
3. Can you send me a reissued account for October now that I have rejected the price increase and switched supplier.

I have asked for this six times in writing and twice by phone.
Each time I have a beautifully worded apology.Very sweet but....no answers

I want to join in the plaudits Rog but sorry......I don't love them any more

Premier_2

backfoot wrote: »

After an encouraging start, OVO have plumbed the depths of incompetence for me....

I had three simple questions;

1. When did you e mail me with the notification of the price increase?
2. Can you send me a copy of it, because I didn't receive it.
3. Can you send me a reissued account for October now that I have rejected the price increase and switched supplier.

...

You really think that's plumbing the depths of incompetence? :eek:

Anyway, perhaps the following will help you.

1. I don't know when they would have sent you the email, but I think the price rise was effective sometime in August.
2. Why do you want it? You presumably know the revised prices if you've now got the bill with them on.
3. Probably not (yet). This all seems to have happened bery suddenly.

Less than a month ago you posted:

backfoot wrote: »

I am notoriously hard to please regarding gas and electricity.

So far, touch wood, OVO have been excellent....

What they will probably do is leave the bills as are for now and correct it all on the final bill after you switch (and so comply with their their terms).
It seems they are allowing you do do so as they appear to have already confirmed to you that you will not incur an early exit penalty.

backfoot

Premier wrote: »

You really think that's plumbing the depths of incompetence? :eek:

Anyway, perhaps the following will help you.

1. I don't know when they would have sent you the email, but I think the price rise was effective sometime in August.
2. Why do you want it? You presumably know the revised prices if you've now got the bill with them on.
3. Probably not; I suspect you've been timed out.

No not really I don't, frustrating yes but my whole piece was written tongue in cheek. You obviously didn't get it, love affair gone wrong. I must try harder and beware my every word.
The Price rise was effective from a date mid October according to the bill.

I want it because I don't actually believe it was sent out or at least not to me. If I am wrong it shouldn't be a problem to send a copy, should it?

Timed out probably. It's taken so long for them to do it so far, I'll be with EDF soon. :rotfl:

Premier_2

I edited my previous post as I don't think they are considering you to be timed out by the confirmations already given to you elsewhere

echoecho_2

Hi backfoot,

not sure how Ovo's system works but it may actually be difficult to send you a copy.

I know with one supplier all that is left on the account is a note to confirm that a particular type of email was sent and what date/time. Staff have access to a generic copy should they need to read the exact content but are unable to resend. (Stupid I know).

Doesn't excuse the fact that they haven't done what you wanted yet, or if they were unable to comply with your request provided an explanation why.

I do like the whole Ovo ethos though. I hope they continue with trying to be a little bit different in the market and they can contend on the level of the big 6.

backfoot

Premier,

I was on their variable new energy tariff. There weren't any exit penalties.

You may be right about correcting it on the final bill as I know some suppliers do that. However,it shouldn't take 8 communications to tell me that.

I wanted the bill revision now:
Because I wanted confirmation that they accepted my rejection of the price increase.
As the notice of my rejection was made early November after discovery of the price increase on the bill, I wanted to compare that date with their 'so called e mail'.
In effect the only actual notice I personally received was on their bill by spotting the change.

As their change of rates was dramatic (45% rise on my annual gas bill) it was important to me to be allowed to reject this increase and switch especially as we enter the colder weather.

If it all goes through, fine, but perhaps now it puts my frustration into context.

backfoot

You will be pleased to know that OVO have finally resolved this problem.With the help of their Head of Communications, they have simulated the mail merge which was used to send out the Price Notification.

Guess what? It added an extra full stop to my email address meaning it was undeliverable. So I was right, that I didn't receive the written notification.

There was no fall back position to examine and reissue undeliverable mail.

OVO now accept that I can now switch and maintain old prices and the Manager is personally ensuring it all goes smoothly from now on.

It's a shame because the email did include details of their Fixed Rate Product which came out quite well in my comparisons.

Had these problems not occurred I may well have stayed with OVO.
Nevertheless, I thank them for the help given to me today.:T

backfoot

Putting this further into context.

Finally, establishing that I hadn't received the Price Notification, allowed me to reject the extortionate price increase on gas. I would have been timed out otherwise.

Taking the old prices and my high gas consumption in winter, I reckon the saving will be around £300 until the switch to EDF finalises.

Well worth the perseverance.

What I don't know is how many of the other 3,000 OVO customers on the same tariff were affected.