EDF telephone/customer service

mor1

I have recently changed my gas/elec supplier from Scottish power(when they announced the price hike),i did it through the energyline.
all going well,2 weeks ago i did call them to alter my budget monthly DDas i thought it was a bit high(20 mins to get through) the op says ok reduce it to what you want i reduced from
£92 -£70.
Today i receive a letter saying send us a meter reading,i take my readings and ring the number,i get the robot lady saying sorry can you repeat that etc so i am put in the queue to speak to an advisor 35 mins later i hang up,i try later after 20 mins i hang up.later i manage to give a reading on the automated service (off my mobile which will cost me) but only my electric.i come to work try and call again 25 mins hang up,i then set up my e-mail account but there doesnt seem to be any way to enter my gas reading and my DD states my monthly payment will be £71 so thats not been altered .
any suggestions (i have e-mailed the edf contact us)

broxis11

mor1 wrote: »

I have recently changed my gas/elec supplier from Scottish power(when they announced the price hike),i did it through the energyline.
all going well,2 weeks ago i did call them to alter my budget monthly DDas i thought it was a bit high(20 mins to get through) the op says ok reduce it to what you want i reduced from
£92 -£70.
Today i receive a letter saying send us a meter reading,i take my readings and ring the number,i get the robot lady saying sorry can you repeat that etc so i am put in the queue to speak to an advisor 35 mins later i hang up,i try later after 20 mins i hang up.later i manage to give a reading on the automated service (off my mobile which will cost me) but only my electric.i come to work try and call again 25 mins hang up,i then set up my e-mail account but there doesnt seem to be any way to enter my gas reading and my DD states my monthly payment will be £71 so thats not been altered .
any suggestions (i have e-mailed the edf contact us)

Leave them for a different company?

brewerdave

mor1 wrote: »

I have recently changed my gas/elec supplier from Scottish power(when they announced the price hike),i did it through the energyline.
all going well,2 weeks ago i did call them to alter my budget monthly DDas i thought it was a bit high(20 mins to get through) the op says ok reduce it to what you want i reduced from
£92 -£70.
Today i receive a letter saying send us a meter reading,i take my readings and ring the number,i get the robot lady saying sorry can you repeat that etc so i am put in the queue to speak to an advisor 35 mins later i hang up,i try later after 20 mins i hang up.later i manage to give a reading on the automated service (off my mobile which will cost me) but only my electric.i come to work try and call again 25 mins hang up,i then set up my e-mail account but there doesnt seem to be any way to enter my gas reading and my DD states my monthly payment will be £71 so thats not been altered .
any suggestions (i have e-mailed the edf contact us)

Just look at the other threads on switches to EDF and the current state of their "Customer Services":eek: !! If it wasn't potentially such a good tariff (fix til 2014) I'd be back with EON like a shot:(

backfoot

broxis11 wrote: »

Leave them for a different company?

Unfortunately,the childish response misses the point.

Customers are doing what they can to minimise the draconian effects of huge price rises. They will do the right thing on price primarily and simply expect the switching process to work.

This isn't an environment where Customer Service should be a factor. All Suppliers should be able to keep to minimum standards. We are not shopping at Harrods, M and S or Primark.

CAN1976

I am with EDF myself. Firstly, sign up for online services. I enter meter readings etc trhough the web with no wait! If I do need to call them I try first thing in the morning, as the wait seems less then.

brewerdave

CAN1976 wrote: »

I am with EDF myself. Firstly, sign up for online services. I enter meter readings etc trhough the web with no wait! If I do need to call them I try first thing in the morning, as the wait seems less then.

May be OK IF you are an existing customer - but believe me,as someone who has been "switching" since early June, the online account set up is like watching paint dry -only slower! and having spent ~ 2 hours on the phone in queues over the past month WITHOUT talking to a human being at EDF -

jalexa

CAN1976 wrote: »

.. I enter meter readings etc trhough the web with no wait!

That's how it should be and perhaps how it is with the old online system. However with the new 12 digit MyAccount online system, variously the system stops asking for one or other of the fuels. Then if only one fuel is entered and the display reverts to requesting both it *requires* both fuels to be entered except it won't accept the one which was entered earlier because it is the same or too close, so neither is accepted. There is therefore a period of a few days before the missing reading will be accepted, during which time it stops asking for it...

Then it stops displaying the entered readings, then it displays them again but sometimes not the most recently entered one.

The only good thing I can say is that the first electricity reading I entered (and which was then "forgotten") was correctly transferred to the "losing" supplier. And my direct debit started correctly.

Today it has restarted displaying my opening gas reading but the workflow says my opening gas reading is "awaited".


I could go on. Maybe in time it will be a functional online system, but at the moment it's definately "garbage out".

AbbieCadabra

i'm a new EDF customer & can only echo the poor communication comments up to now, i did actually call them once & got through pretty quickly, but what was discussed at that time has since been confused with all other letters/email/my account info since then!

i've already supplied both start readings & had letters confirming my dd amounts - i've now had another email/my account message asking me for readings again? i can't even log-in to my account now as the page has just disappeared...

& i thought Npower were bad!!

broxis11

backfoot wrote: »

Unfortunately,the childish response misses the point.

Customers are doing what they can to minimise the draconian effects of huge price rises. They will do the right thing on price primarily and simply expect the switching process to work.

This isn't an environment where Customer Service should be a factor. All Suppliers should be able to keep to minimum standards. We are not shopping at Harrods, M and S or Primark.

This is nonsense. Customer service is always a factor and should always be considered when choosing a new supplier or when entering into an agreement with any company. In a previous thread you seemed to take pleasure in quoting Uswitch customer satisfaction results for the Big 6 and BG in particular so make your mind up.

EDF are consistently being slated on here for poor service so if you are experiencing this then one option is to leave them for a different company. I fail to see what`s childish about that advice. maybe you should follow it given some of your previous posts on EDF...

backfoot wrote: »

EDF have had a number of competively priced products (fixed and variable) over the last 9 to 12 months.

Disasterously, they have combined their product promotions with the botched implementation of new online account management systems.

Basically, the combination of high customer applications,inadequate systems and then the spiral of overwhelmed call centres is a recipe for utter frustration.

As someone else said, EDF systems are not fit for purpose to support the rest of their business operation.

Are the Regulators of this industry so out of touch that they aren't aware of this or doing something about it?:(

backfoot

broxis11 wrote: »

This is nonsense. Customer service is always a factor and should always be considered when choosing a new supplier or when entering into an agreement with any company. In a previous thread you seemed to take pleasure in quoting Uswitch customer satisfaction results for the Big 6 and BG in particular so make your mind up.

EDF are consistently being slated on here for poor service so if you are experiencing this then one option is to leave them for a different company. I fail to see what`s childish about that advice. maybe you should follow it given some of your previous posts on EDF...

I try and do something about the poor service.

Most people enter into their contracts in good faith. How do they judge customer service? Not everyone reads reviews or reads these forums in advance.Customer Service varies over time with most if not all Suppliers deficient.

Your advice was rubbish. What cost should someone expend to try and find the best customer service?

Which company and product do you recommend for the OP?

broxis11

backfoot wrote: »

I try and do something about the poor service.

Most people enter into their contracts in good faith. How do they judge customer service? Not everyone reads reviews or reads these forums in advance.Customer Service varies over time with most if not all Suppliers deficient.

Your advice was rubbish. What cost should someone expend to try and find the best customer service?

Which company and product do you recommend for the OP?

I have read a lot of positive reviews about OVO so I will consider them next time round and I am currently with BG and have been happy with the customer service from them so would recommend them.

Previously I was with SP on a capped deal and they were good to be with as well.

Why do you think that costs would be associated with finding a company with good service?

You should read your own posts before declaring that customer service doesn`t matter, especially when you rate EDF as `not fit for purpose` but then say that my advice to consider changing from them is `rubbish`.