edf energy - 135 mins on hold and waiting....

jalexa

lanstrom wrote: »

Today I check my account and its now asking for Gas so I put that in but it won't let me continue unless I also put the Electric in. So I put the same date and value in as last time and click to continue. It then tells me I have already given my meter readings.

Been there, seen that. I think the workaround is to put in a later electricity reading and date. When I did that it still used the earlier reading as the transfer reading.

I switched to FP 2014 successfully without one having had any contact. Just as well as it proved "impossible".

Given the "chaos" of this particular round of price-rise turmoil, can't say I'm not pleased to be out of it until 2014. Only got the DD review to face. I'm ready and waiting, Edf, if you dare. Get the process wrong and it will cost you.

see here...
https://forums.moneysavingexpert.com/discussion/3409983

youravinalarrrf

backfoot wrote: »

They aren't brave enough to face up to the music officially by having a bona fide rep like the other Suppliers do.

EDF aren't even brave enough to offer a truthful and honest explanation for why they're not answering the phones or emails on their own website. Lets' be honest computer problems don't stop a phone or email being answered within a reasonable time do they? Despite this apparently the computer continues to say NOOOOO!

Well I'm sorry but not one of EDF's customers believes that crap any more! :mad:

EDF's senior management ought to be ashamed of themselves. They have deliberately chosen to put their heads in the sand and fiddle while Rome burns around them hoping that these problems will go away by themselves. History is littered companies that failed by making exactly that same mistake. It never has and never will work and will cause untold permanent long term damage to their once excellent reputation and the loss of both existing and new customers.

No doubt there will be an extremely large fine heading their way from Ofgem shortly for failing to provide adequate customer care (that's always assuming they handle the complaints correctly and don't get fined again for not doing that ) but I'm certain EDF's senior management don't and won't care about that as they will simply pass the costs on to their customers.

Looking at previous posts on here these problems have been going on for some considerable time and I'm sure it would only take one simple truthful and honest statement from EDF re their ongoing "computer" cough! cough! problems both on their own website and on here to start repairing some of the damage that they have already caused.

EDF would do well to take heed of a very old business saying...... "You're only as good as your last f*** up!" and in my experience they don't come much bigger than this.

It's now time for EDF to swallow their pride and do the right thing, make one simple honest statement, get rid of Secret Agent 00EDF and get a real Customer Representative appointed on here to field the simple day to day questions and take way the more complicated stuff for resolution.

That's not too difficult or too much to ask is it?

Utilityanonymous

EDF Energy are changing their systems, it is an upgrade. I direct your eyes to British Gas who changed to this system in 2007? Please read for yourselves what happened to them, you will see that EDF Energy are handling/coping with the transition which is essential. EDF Energy staff are equally as disappointed with hearing upset customers as you are waiting to speak to us but unlike you, we know it's only temporary so have that peace of mind.
Posting here is a little futile, problems you believe are complex are rather simple to someone who hears these problems everyday, in fact if you allow them, patiently to sort it, most matters are a five minute job. On this forum you're a group of mutually angry people makign eachother feel even more helpless.
Furthermore, reaching an advisor after your long wait only to be rude won't assist your query, by all means raise your discontent politely, allow the advisor to raise a complaint (these add up and do give you a voice bigger than just yelling at some poor representative). Politely and factually explain your dilemma and then... silence... the person trained to understand your problem, will sort your problem.
TIPS: Always take the advisor's name and ID/Extension number.

Tigsteroonie

Utilityanonymous, you mention "speaking to us" - do you work for EDF? Do you have their permission to bump a 4-month old thread and reply?

backfoot

Utilityanonymous wrote: »

EDF Energy are changing their systems, it is an upgrade. I direct your eyes to British Gas who changed to this system in 2007? Please read for yourselves what happened to them, you will see that EDF Energy are handling/coping with the transition which is essential. EDF Energy staff are equally as disappointed with hearing upset customers as you are waiting to speak to us but unlike you, we know it's only temporary so have that peace of mind.
Posting here is a little futile, problems you believe are complex are rather simple to someone who hears these problems everyday, in fact if you allow them, patiently to sort it, most matters are a five minute job. On this forum you're a group of mutually angry people makign eachother feel even more helpless.
Furthermore, reaching an advisor after your long wait only to be rude won't assist your query, by all means raise your discontent politely, allow the advisor to raise a complaint (these add up and do give you a voice bigger than just yelling at some poor representative). Politely and factually explain your dilemma and then... silence... the person trained to understand your problem, will sort your problem.
TIPS: Always take the advisor's name and ID/Extension number.

It's a complete downgrade from my experience since November 2010.

When will the transition be completed? Why was an incomplete system implemented?

I've had a series of problems on my own account and my mothers. Even one of your Senior Managers couldn't properly explain what had happened. On my mothers account I was awarded £20 because the CSA couldn't answer why the bill was presented incorrectly and it had taken 25 working days to respond.

Will online meter readings always generate a DD recalculation? Why?

What is the billing frequency of the system for Fixed 2014?

Why did many customers like me not have their gas accounts set up or their gas direct debits not set up?

Why are nearly all customer opening reads rejected?

Are these transitional planned stages or faults in the implementation?

Not angry just bemused.:)

snowcat53

Utilityanonymous wrote: »

EDF Energy are changing their systems, it is an upgrade. I direct your eyes to British Gas who changed to this system in 2007? Please read for yourselves what happened to them, you will see that EDF Energy are handling/coping with the transition which is essential. EDF Energy staff are equally as disappointed with hearing upset customers as you are waiting to speak to us but unlike you, we know it's only temporary so have that peace of mind.
Posting here is a little futile, problems you believe are complex are rather simple to someone who hears these problems everyday, in fact if you allow them, patiently to sort it, most matters are a five minute job. On this forum you're a group of mutually angry people makign eachother feel even more helpless.
Furthermore, reaching an advisor after your long wait only to be rude won't assist your query, by all means raise your discontent politely, allow the advisor to raise a complaint (these add up and do give you a voice bigger than just yelling at some poor representative). Politely and factually explain your dilemma and then... silence... the person trained to understand your problem, will sort your problem.
TIPS: Always take the advisor's name and ID/Extension number.

What an arrogant patronising load of bull.

These 'temporary' problems have been around at least 12 months since I switched.

And sorry but no, we arent prepared to sit back patiently for another 12 moinths while your company continues to mess up bills, puts us on the wrong tariff, overcharges us - all by routine policy - and breaks all the SLC rules. Futile to post here? We'll see.

SYNERGY

snowcat53 wrote: »

What an arrogant patronising load of bull.

These 'temporary' problems have been around at least 12 months since I switched.

And sorry but no, we arent prepared to sit back patiently for another 12 moinths while your company continues to mess up bills, puts us on the wrong tariff, overcharges us - all by routine policy - and breaks all the SLC rules. Futile to post here? We'll see.

And sorry but no, we arent prepared to sit back patiently for another 12 moinths

Not to mention the hours waiting on the phone, that's presuming you don't get cut off.:mad:
..................................................................................................

From Utilityanonymous post:

EDF Energy are changing their systems, it is an upgrade.
Incorrect, they changed / upgraded their system over 12 months ago whilst I was a customer, it was a shambles then, it still is, still unfit for purpose.

I direct your eyes to British Gas who changed to this system in 2007?
Incorrect again, I was with BG at that time, one or two slight problems, as expected with a new system, which were solved within a couple of months.
I doubt what you say is true, ie that BG use the same system as EDF.
If it is true then it emphasise the gross incompetance of EDF in being unable to change to a four year old system BG's, which would now be bug free.

Please read for yourselves what happened to them, you will see that EDF Energy are handling/coping with the transition which is essential.
But why has it taken in excess of 12 months, it didn't with BG !

EDF Energy staff are equally as disappointed with hearing upset customers as you are waiting to speak to us but unlike you, we know it's only temporary so have that peace of mind.
12 months temporary you jest.

Posting here is a little futile.......
You have.

..........problems you believe are complex are rather simple to someone who hears these problems everyday................
Interesting to see that you hear these problems every day, by your own admission there are many, not a good sign is it ?

...........in fact if you allow them, patiently to sort it, most matters are a five minute job.
Not true, by the time a customer has got through, then eventually through to someone who actually understands the system, (sometimes taking weeks or months) something evening managers and supervisors admit to not understanding, what was a five minute job has escalated in complexity out of all proportion.

On this forum you're a group of mutually angry people makign eachother feel even more helpless.
Quite the contrary, without forums such as this, the poor customer thinks they are the only ones with a particular problem, especially as EDF and their customer advisors, such as yourself, neither admit to, nor advise of the problems.
Rather than feeling helpless customers feel more confident in getting EDF to solve their problems, now armed with others experiences, information, other contacts, a wealth of information previously unobtainable without forums such as this.

Furthermore, reaching an advisor after your long wait only to be rude won't assist your query, by all means raise your discontent politely, allow the advisor to raise a complaint (these add up and do give you a voice bigger than just yelling at some poor representative).
Good idea and possibly somewhere in the advisors script there is a box to tick to raise a complaint, pity they don't use it.
Can you say why customers complaints are rarely logged, or don't appear on the system in subsequent enquiries? Couldn't be down to loss of phone jockeys bonuses could it ?

Politely and factually explain your dilemma and then... silence...
Exactly, but why the silence ?
Could it be that the advisor can't find your problem in their script, hasn't the faintest idea how to deal with it nor who to elevate it to and is quickly trying to think up to-days excuse.

................the person trained to understand your problem, will sort your problem.
If only. :rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl:

TIPS: Always take the advisor's name and ID/Extension number.
Then fold the paper into a paper plane and aim it at your wastepaper bin, that's all it's worth, because the next time you call and quote said details there will be no advisor of that name or ID anywhere on your file. :mad:

Tips for advisors:
1) Listen.
2) Be honest.
3) If you can't solve the problem at the time, own the problem, find some one who can and follow it through.
4) Tell the truth when saying you will return the call.

Rather than trying to belittle this forum and those who post on here, remember that before posting on the forum they have, in most instances spent days or months on the phone and got no where going through EDF call handlers, speaks volumes on the quality of the staff.:(

You appear to have the opinion posters on here are wrong and EDF are the bees knees, however I think they are not the only ones!

A few other opinions for Utilityanonymous to ponder.

http://news.bbc.co.uk/1/hi/business/8166478.stm
http://www.bbc.co.uk/news/business-16108908
http://www.energyhelpline.com/mirror/fri/domesticenergy/news/article/19812818
http://www.thisismoney.co.uk/money/bills/article-2072039/EDF-Energy-slammed-watchdog-unacceptable-level-complaints.html
http://www.thisismoney.co.uk/money/bills/article-2072039/EDF-Energy-slammed-watchdog-unacceptable-level-complaints.html

backfoot

Superb post Synergy.:T

macman

Nice to see the newly unveiled EDF company rep getting involved, isn't it?...

SYNERGY

backfoot wrote: »

Superb post Synergy.:T

Thanks.

I have been with EDF for just over a couple of years, possibly had more years in with them than Utilityanonymous and so have been through the period of both old and new systems.

The problems with them at changeover was no information, no pre-warning in many instances,staff not understanding the new system and the worst aspect was that after the day the new system went live access to customers accounts on the old system were unobtainable to either the call handler or customer.:eek:
In other words no joined up thinking.

Consequently neither could check, resolve, monitor bills and accounts.

They had at the time, and I presume still have a ' special team ' who dealt with the old system, the stupidity of this was that the call handler you were speaking to couldn't transfer your call to the special team neither could the call handler speak to the special team, the special team didn't have access to the new system either, it required another phone call and you know what that involves. :mad:

Imagine the fun when their was one query spanning both systems:(

Still I'm off and away from them now, the electricity changed over last week, the gas should be in a week or so but no clapping and cheering until it's all done and dusted and EDF's final bill arrives and is paid . :shhh:

Talking of bills my latest EDF bill landed in my email this afternoon, it's dated 25/10/2011, nearly two months late and nothing to do with my transfer.

You couldn't make it all up if you were a top notch author.

Well you could but no one would believe it all. :rotfl: