Open Letter To EDF- Customer Relations Problems

backfoot

As an existing customer of EDF and also handling an application for Supply of an elderly relative, I have become increasingly alarmed at the problems being suffered by many customers.

I already had a contact with EDF regarding difficulties over Online Saver 7.

I have now written to EDF in an open letter detailing the ongoing problems affecting many of us.

The letter is shown below. I hope in a small way that this might move things forward.


'I am writing to you today regarding the ongoing Customer Relations problems which are affecting EDF's existing and potential customers at the moment. I realise that you personally are not directly involved in the Operational/ Customer Service side of the business and therefore would like you to pass this on to those Senior colleagues who do have responsibilty. I am posting a copy of this letter on the MSE Forum to report EDF's response.

EDF created some massive difficuties for customers of OS7 and it was hoped that such problems were now behind us. I am afraid, that despite EDF having some attractive products including two fixed price offers, it is clear that EDF aren't coping with the demand of applications. Given that the system processes aren't working properly and the call centre back up is overwhelmed, customers are now in even worse position than before.Customers writing on the Money Saving Expert Forum are becoming increasingly frustrated and at a loss to know what to do.

The main areas of concern are:

1. Slow acknowledgment of applications.
2. Confusion and difficulty regarding setting up online access.
3. Errors and inabilty to submit opening readings to the online system.
4. Inabilty to get through to the call centres by phone. Customers waiting hours on the phone to get through. I can personally verify that.
5. Deadlines not being met which mean that the previous supplier is not notified of the switch in time to hold pre price increase terms.

There are of course other concerns which can be seen that affect individual cases.

I am asking for EDF's help. This is increasingly becoming a PR disaster for EDF and I cannot understand why the Regulatory Authorities are not already seeking remedies.

What I think EDF should now is:

1. Respond openly to the issues detailed above.
2. Give specific advice regarding the problems with the 'My Account' facility.
3. Advise customers what to do about opening readings.
4. Put up a bona fide contact on MSE immediately to give generic advice and help customers in specific cases.
5. Advise what solutions are being put in place to resolve call centre contact.
6. Give specific advice regarding the system migration so that customers know when they will have online access.
7. Offer an indemnification to customers who suffer losses through supply application delays.

I look forward to hearing of some positive proposals that EDF can offer.'

bondy01

I have to say that there does seem to be a lot of issues with EDF on this forum at the moment. I have been with them for several years and haven't encountered any of the problems that others are reporting. (touch wood) Will be interesting to hear their comments if any.

de1983

I find it almost impossible to submit meter readings through the EDF website and I nearly always have to call to submit a reading.

MillicentBystander

Nice one, backfoot. I just find it incredible that they do not have Reps on this forum when it's clear that they are giving their customers a really substandard service. We know they read the forum so come on EDF, get your house in order and get some Reps on here.

backfoot

Reply already received from EDF contact.

'
I have passed your email directly onto our Head of Customer Services and have made our Press Office aware.

You should receive a response from them imminently. '

backfoot

I have been contacted by a Senior Customer Services Manager at EDF, regarding my open letter.

The conversation I have had gave me 'some' confidence that EDF are working hard at a range of solutions. However, it was hard to identify any one thing, piece of advice or single solution to help customers. So in essence, I don't think we are much further forward.

EDF have considered the question of putting up a Rep on MSE but I get the impression that they feel it will create and divert a demand for help away from their call centres. I tried to explain that one piece of communication here can resolve the same issue for many customers,reducing overall enquiries.They currently prefer a hidden presence to pick up selective problem cases.In my view that is totally shortsighted.

I believe my approach to EDF has been useful in getting EDF to formally recognise the current problems. I asked if they were prepared to give me a written response to my letter and they have declined.

I find that very disappointing.

I have made it clear that I won't become a mouthpiece for EDF and it is for them to resolve issues and communicate with their customers. If they choose not to, then I believe it is for individuals to take their cases to Consumer Direct,Consumer Focus,the Energy Ombudsman, their MP's and the press.

I will be away on holiday now for a short period, so will be unable to progress this any further for the time being.

Gareth56

How's this for customer service from EDF!!! I requested a callback from EDF back in June and guess what I received this morning 15th July.......yes the callback.

Well done EDF, "great" customer service!!! :rotfl:

backfoot

Sadly, EDF have failed miserably.

florida24ms

Hi backfoot,

Your open letter is indeed a very commendable effort. We all have to speak up and not put up with substandard service. And where possible vote with your feet people as some campaigns advise. How else will EDF be forced into action?

What I find astonishing is that you had a call from a Senior Customer Services Manager yet your matter remains outstanding? Who runs EDF then? Who can get things resolved? I suggest an open letter to the CEO in the press? Or try to get on Watchdog on BBC.
(Speaking of Watchdog there was a program just last week on this "Switching energy supplier: Easier said than done?" - not seen it yet, but the info on BBC might help)

I can verify some of the issues in your open letter:
- I got e-mails from EDF saying I have new messages under MyAccount online; disappointing to find nothing there?!?!
- I provided meter readings immediately after I received such requests from EDF; they were not accepted and was told by Customer Services I provided the readings “too early”?!?!
- I too have been waiting to get through to EDF for hours - I can hear that on hold music in my head when I sleep!
- the best example of stupid service was my DD amount; let's just say that based on the switchover process I did online the amount came to £42 exactly; EDF "rounded" this to £42.70?!?!

I will get in touch with Consumer Direct and the Ombudsman to see how I can take this forward after EDF's full review. Your suggestion of writing to the local MP is a good one.

Thanks.

societys_child

What is this On-Line Account you speak of?

Been with 'em for almost 11 months now and I still don't have one of those . . .

But, hey, with cashback and welcome bonuses, it's been a cheap year :j

Not sure I could vote with my feet . . have a feeling it could be quite stressful :eek:

backfoot

societys_child wrote: »

What is this On-Line Account you speak of?

Been with 'em for almost 11 months now and I still don't have one of those . . .

It is the ' My Account' facility. All EDF customers should be on it by Winter.

It's not very good. It doesn't work properly for me.