EDF - Why did I ever bother?

macman

lillmisschatterbox wrote: »

Its actually to do with the new systems EDF are bringing in currently, if you call them they will resolve it straight away, its a case of being patient whilst the new system is implemented.

As for call times, they are currently recruiting new staff for customer services, so hopefully this shouldnt be a problem for much longer

Are you posting in an official capacity as a representative of EDF? This and your other post clearly indicate that you are. If so you need to be registered on this site as a company rep, rather than talking up EDF anonymously.
PS: the 'new system' was introduced last year, it still ceases to be fit for purpose 8 months later. How patient do you expect people to be?
And as for 'calling 'EDF', you clearly haven't tried it yourself?

lillmisschatterbox

No I dont work for them - I have been a customer of theirs for around 3 years now and wouldnt be with anyone else. I spend alot of time talking to their customer service agents and throughly enjoy getting to know the in's and outs of the company who have always been fantastic with me and my husband.

Yes I have called them obviously, you cannot go three years without calling them a good few times. I've had to wait a few times 10-15 mins before my call is answered, which isn't ideal, however the service is always rather good. And when I queried with their representative why the queue was so long, her answer was they are busy with the new system and are recruiting staff to try and shorten this. As for the new system being introduced last year, the agent didn't mention this fact. Iam only reiterating what I have been told by EDF staff.

macman

How can you 'spend a lot of time talking to their customer service agents' when it's next to impossible to get through to them by phone unless you are prepared to spend hours on hold?

backfoot

lillmisschatterbox wrote: »

and throughly enjoy getting to know the in's and outs of the company who have always been fantastic with me and my husband.

The mind boggles.:grouphug:.......:D

[Deleted User]

Plushchris wrote: »

What? Like spend more time than that writing on here moaning about having to wait?

Chris, you must type with one finger mate if it takes you 20 mins...

[Deleted User]

There is an EDF rep watchin this thread BTW. They contacted me directly following my comments and have since phoned me to sort the issue out. So fair enough to them for that as least.

However, its worrying that their system is so useless that loads of people seem to be stuck onto £1 a month. As an IT person, I dare to think how bad their systems are. Worrying.

janninew

macman wrote: »

How can you 'spend a lot of time talking to their customer service agents' when it's next to impossible to get through to them by phone unless you are prepared to spend hours on hold?

Some find it impossible to get through, I don't have that problem. I called yesterday morning to ask them to increase me electric DD as it wasn't going to cover my winter usage. Phone answered straight away at 9.15am, direct debit increased, off phone at 9.18am - job done!

People only complain on here about the problems, not many will post to say they have had a good experience!

I have always called early morning and nearly always had no wait in over 2 years of being with EDF.

backfoot

janninew wrote: »

People only complain on here about the problems, not many will post to say they have had a good experience!

Not many have had one

Your right,I should have seen the positives.

Wrong tariff, wrong DD, wrong bills, final gas bill wrong by £300, no online access, no phone response.

.......but I have made some lovely friends here.:D

macman

[quote=[Deleted User];46394667]There is an EDF rep watchin this thread BTW. They contacted me directly following my comments and have since phoned me to sort the issue out. So fair enough to them for that as least.

However, its worrying that their system is so useless that loads of people seem to be stuck onto £1 a month. As an IT person, I dare to think how bad their systems are. Worrying.[/QUOTE]

Now I wonder who that might be?