Npower

avrojet

HiI'm new to this site and this is my first post.On the 14/9/11, I entered an agreement with N power to install a central heating system. I paid a deposit of £250 and agreed with the salesman a date 12/10/11 to have it installed. I was advised by the salesman that it would take around three days to install the system and the engineer would deliver the equipment for the installation today 12/10/11 then install the system on the 13th & 14th of this month. I have had no contact from the npower engineer so around 4:30pm I phoned npower to ask for an update in regards the installation and that nobody has delivered any equipment or contacted me. On speaking with an npower operative I was informed that npower are now not doing central heating installations and my installation would not be going ahead. I explained that I had already paid £250 deposit and that I had removed my old heating system and carpets in preparation for the installation. I was then asked when I had agreed the installation with the salesman and I informed him that it was on the 14/9/11 that the agreement was signed. Now at this point I'm well steamed only to be then told that I or my wife had cancelled the installation. I explained that this was not the case neither I nor my wife had contacted npower and cancelled the agreement (something fishy here)! I was told to contact another service team tomorrow in office hours. At this point npower operative spoke to my wife stating that someone had cancelled the agreement she again stated that we hadn't canelled the installation. May I add that we haven't received any communication nor had our money refunded by npower. My wife requested the contact details of the chief executive and was informed by the oprative that she didn't know who the chief executive was nor did she tell us how to complain stating they didn't have a complaints system in place. So I sit here now writing this steaming now having to wait untill tomorrow to try and resolve this mess.ANY advice would be welcome.ThanksMark
:mad:

rogerblack

One option I would consider is a 'Subject Access Request' - this is your right under the data protection act, to get all the information they hold on you.
It costs up to 10 pounds.
That's if the npower representative - who will likely pop up soon - can't fix it.

chanz4

npower home team have removed it from their site, not sure that the advisor online will be able todo anything as she would be npower x2 different companys although under the same brand.

meggsy

avrojet this is the usual shoddy service from npower, I would be furious !

http://www.npower.com/Campaigns/installations-discontinued/index.htm

There is a npower rep on this site who might see this tomorrow, or email
[EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]

If you use twitter try Kevin McCullough

http://twitter.com/#!/npowerhq

Good luck

nPower

Hi avrojet,

This doesn't sound very good at all and I'd like to find out what's happened here.

As meggsy said, you can send me your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can take a look for you.

Best wishes

Sally

avrojet

Hi
I would just like to say that npower have now contacted me this morning and apologised and have now arranged another installation date with me. Seems that there was a problem at their end and some miscomunication.
Spoke with Liz a very polite and helpful lady and I'm now happy with the outcome.
Thanks for the advice and to Sally whom offered to look into the matter for me.
Regards
Mark (avrojet)

MrSC_3

I've just encountered a similar problem. I recently joined NPower based on a quote I was given for electricity. When I recieved the documents a few days later the tariff was higher than what had been agreed on the phone. I rang immediately to raise the issue and was contacted by someone later in the day. They said that there had been a mistake and that I had been quoted economy 7 tariff rather than economy 10. I stated that the contract was agreed and therefore binding. They took it on as a formal complaint. Unbelievably I recieved a phone call yesterday and was told brazenly that I had not been given economy 7 tariff when the contract was made but rather I had been given the tariff as was stipulated on the letter I recieved subsequent to the telephone contract was made. I know for a fact that the tariff as was agreed on the phone is different to the tariff as stipulated on the letter and yet unbelievably they are trying to tell me otherwise when I know it simply isn't true. I'm starting to regret changing over to NPower at all because who needs all this. Now I'm tantamount to being called a liar. Any suggestions?

nPower

Hi MrSC,

I'm really sorry to hear about the confusing information you've been given.

Do you want to pop your details over to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can take a look and see what's happened here?

Best wishes,

Adam