Contacting EDF

AbbieCadabra

why is everyone talking about putting meter readings on twitter? all i mentioned was that on their twitter a/c for CustomerServices, they advise you to email them at a specific address, i didn't say anything about entering any account info on twitter??

i do agree it's very poor service that they readily seem to be able to help people that contact them publicly via social media, whereas going via the normal channels appears impossible at the moment.

backfoot

I have just had a look at the EDF Customer Service Twitterings.

Mmmm.

Someone writes a tweet saying they want to contact EDf on the phone and can't get through.

EDF send this message from Tina, Kerry (sshh secret) and David.

'Please email me direct at Twitter@edfenergy.com and I will be more than happy to assist you.Kind regards Tina.

It's cute and trendy.

It's a way of bypassing the telephone queue.

Aaaaah but when everyone realises the Twits offer a priority service won't they face a backlog? So you now have to construct an e mail or tweet to get the answer to : Here's my meter reading, how much do I owe you, am I on Supply with you, why don't you answer the phone? etc. etc.

Then they say, our system doesn't work. Can't input gas readings, you are on the wrong tariff, system down for maintenance, online system hasn't reached north of Birmingham yet.

Am I missing the point?

Are EDF twits? Wouldn't some generic advice on key issues be beneficial which is what I suggested to the Senior Customer Service Manager? He didn't want to know about that !:eek:

backfoot

AbbieCadabra wrote: »

why is everyone talking about putting meter readings on twitter? all i mentioned was that on their twitter a/c for CustomerServices, they advise you to email them at a specific address, i didn't say anything about entering any account info on twitter??

Because one of the huge problems is entering opening meter readings on switching to EDF which is pretty fundamental to an effective switch. Both in terms of accuracy and closing off previous accounts with your former Supplier.

brummierebel

skysthelimit wrote: »

Ummm, the 1st two initial ones were. What's gonna go wrong? :eek:

I spent 45 minute over the last two days trying to submit a meter reading by automated telephone and online. Still haven't managed it. In fact the only reason I have ended up on this section is to try and figure out what is happening. Helpfully, I found the answer on another thread.

http://forums.moneysavingexpert.com/showpost.php?p=45626332&postcount=11

AbbieCadabra

whatever 'we' might think of it, contacting them this way does work - i sent an email just after lunch time & a CS rep has just called me to answer my queries.

i just hope once my account is up & running properly that i don't have to contact them again - as backfoot has already pointed out, this way of bypassing the phone q's/no replies to emails will surely get swamped before too long if the current level of poor service continues...

broxis11

AbbieCadabra wrote: »

whatever 'we' might think of it, contacting them this way does work - i sent an email just after lunch time & a CS rep has just called me to answer my queries.

i just hope once my account is up & running properly that i don't have to contact them again - as backfoot has already pointed out, this way of bypassing the phone q's/no replies to emails will surely get swamped before too long if the current level of poor service continues...

Yes but he/she has also previously stated that customer service isn`t an issue when choosing an energy supplier so it shouldn`t be too much of a problem.

I`m just glad that I`m with a company (BG) that does have adequate systems in place to look after customers.

backfoot

broxis11 wrote: »

Yes but he/she has also previously stated that customer service isn`t an issue when choosing an energy supplier so it shouldn`t be too much of a problem.

I`m just glad that I`m with a company (BG) that does have adequate systems in place to look after customers.

Broxis,

Obviously you are now stalking my posts, but hey they are good so why not......:p.

For the record, in summary:

Price for me, is an overriding factor in choosing a supplier.

In my experience, nearly all suppliers have given me poor Customer Service. (Atlantic excepted).

NP are terrible and are being closed in very quickly by the shambles at EDF.

I don't think a Twitter feed is a viable solution and have told EDF so. It has helped Abbie and that's fine but how many others? A handful?

I have tried to help EDF customers through the mess, using my knowledge of the industry and processes. I have also made contact with Senior EDf employees to try to unravel certain issues.(OS7 and current). They can be found on my posting record. Most people have found my involvement helpful and constructive and have given me public and private feedback. You seem to have taken a dislike to me but that's ok.

As for your BG systems/customer service claim then I suggest you take a little more water with whatever your on.

broxis11

,,,,,,,,,,,,,,,,

backfoot

broxis11 wrote: »

Unfortunately you were a bit slow with your edit and I have reported your abusive post.

No it was self edited at 8.46 and your post was 8.49. Luckily,it will now remain unless you remove it.

Anyway, your response doesn't deal with the EDF issues which is what the tread is about. Your intervention here is purely to continue a hate campaign against me for whatever motive I don't know.

I am happy to be judged on my record over a long period of time. Not everything will be to everyone's taste, but it is customer facing, well intentioned and often gets results.

Your views, not properly declared, arise from a self interest as a British Gas doorstep salesman.Why you are stalking me as a BG employee is really quite embarrassing.

broxis11

backfoot wrote: »

No it was self edited at 8.46 and your post was 8.49. Luckily,it will now remain unless you remove it.

Anyway, your response doesn't deal with the EDF issues which is what the tread is about. Your intervention here is purely to continue a hate campaign against me for whatever motive I don't know.

I am happy to be judged on my record over a long period of time. Not everything will be to everyone's taste, but it is customer facing, well intentioned and often gets results.

Your views, not properly declared, arise from a self interest as a British Gas doorstep salesman.Why you are stalking me as a BG employee is really quite embarrassing.

I thought that you might tell lies to deny you did it which is why I took a screen grab of the original post. So now I can prove that you tell lies.

Isn`t it ironic that in previous posts you have suggested that I tell lies in my job (completely unfounded) yet here we are discussing the fact that you tell porkies.