E.ON press the re-set button

E.ON_Company_Representative:_Helena

Hi guys,

I don't normally start threads as you will know:o, but thought some of you may be interested in this and didn't want it all over the place.

Here is something from our CEO.

http://www.eonenergy.com/reset

Regarding The Direct Debit issue, I just want to say that we are always reviewing all of our policy's including the way the Direct Debit works and how this is calculated.

I always pass on your feedback from this and other threads to the people that can make a difference and I try and answer all the questions to help our customers as much as I can.

We have used lot's of customer feedback in the past to develop ways in which we do things, but like everything something that suits one person will not suit another.

I know some of you don't think me helping individual customers on this matter is good enough, but at the moment that is what I am here to do regarding all issues and my colleagues and I have helped many customers this way.

Some customers like to come back on the forum and give the outcome, others don't and sometimes it ends up not being quite the way it seems in the first place.

We can only deal with the issues as it stands at the moment and help and explain how they work, I can't help with the policy decisions as these aren't ours, but we can and we do, pass on what you think and say.

Some customers like the way the Direct Debit works and some don't, some are happy to pay this way and get the discount, others prefer to pay other ways, this is why we offer alternative payment methods.

I also wanted to post this link that you may be interested in.


Thanks

Helena

backfoot

Thank you Helena for your comments.

The reset concept is excellent and the devil will be in the detail.

I suspect the Retail Market Review is the catalyst but it does say payment methods will be included.

You are always individually helpful to posters with queries and you have taken a lot of flak over the DD policy. I am sure you realise none of this is aimed at any of the Reps personally but at the systems and the Management responsible.I am sure it is as frustrating for you as it is for those of us with a genuine interest in the Industry both as customers and observers.

The debate on DD's is still very much alive and hopefully our input will sway Eon towards a fairer policy for your customers.

backfoot

Helena,

Here are my' reset' requests to the CEO.

If he takes them on board I will sign up to Eon.

1. Reset DD's to a 12 month cycle from sign up date.(adjust for any material changes within that cycle.

2. Abolish policy on 'discounts not payable' on final bills.

3. Avoid misleading adverts and tariffs like Energy Fit with false claims about free energy.

4. Stop discriminatory pricing for existing customers.

5. Set market leading prices.

Look at the marketing savings, customer relations wins, lower complaints from the above and send me a large fee for my consultancy.:D

DVardysShadow

Here is my reset request.

When setting a Direct Debit, provide the complete working of the calculation.

I have had absolute balderdash form suppliers, including Eon, who said that the calculation is a trade secret. Things have moved on and the regulator now requires the basis of the calculation to be published. But if you really are going to be credible on this, you need to provide a worked calculation, which will allow consumer bodies and knowledgeable consumers to cry 'foul' if your method is too greedy and which will allow any consumer to disagree with your assumptions.

The unintended consequence of treating consumers as stupid is that they are now angry, when it was within the grasp of the utilities to make them educated.

verntern

backfoot wrote: »

Thank you Helena for your comments.

You are always individually helpful to posters with queries and you have taken a lot of flak over the DD policy. I am sure you realise none of this is aimed at any of the Reps personally but at the systems and the Management responsible.I am sure it is as frustrating for you as it is for those of us with a genuine interest in the Industry both as customers and observers.

Backfoot is astute in his comments and analysis of the Eon DD policy. I can only add that my small problems with Eon errors over my DD have been efficiently and effectively dealt with by Eon Representative Helena. In my case, a few emails to Helena outlining the problem and always a return phone call from her, recognising an Eon mistake and putting it right. Chuckle, from Eon 'we wish to reduce your DD to £53'. From me ' I wish my DD to stay at £69 due to winter energy use'. Message from Eon 'We confirm your DD will stay at £69'. Followed by letter from Eon ' Your DD will now be £89'. Total chaos but resolved by an email to Helena. I have found dealing with the company representatives on this site by email far more effective than hanging on to the Eon busy phoneline.

ihateyes

what a load of complete bullocks

Andy_WSM

Here's my reset request:

Treat existing customers as valued customers that you want to keep.

Automatically move existing customers to the cheapest tariff available to suit their energy consumption.

t0rt0ise

So now we've seen British Gas's and Eon's answer to the recent customer uprising. I don't rate BG but Eon might have the right idea. Give us a cheap tariff and I might join when my EDF contract ends next month.

martinthebandit

t0rt0ise wrote: »

So now we've seen British Gas's and Eon's answer to the recent customer uprising. I don't rate BG but Eon might have the right idea. Give us a cheap tariff and I might join when my EDF contract ends next month.

I wouldn't hold your breath though, I am pretty sure that Eon and BG still firmly believe that the most important people to them are their shareholders, I still don't think they have realised that without customers there won't be any shareholders.

SYNERGY

verntern wrote: »

Backfoot is astute in his comments and analysis of the Eon DD policy. I can only add that my small problems with Eon errors over my DD have been efficiently and effectively dealt with by Eon Representative Helena. In my case, a few emails to Helena outlining the problem and always a return phone call from her, recognising an Eon mistake and putting it right. Chuckle, from Eon 'we wish to reduce your DD to £53'. From me ' I wish my DD to stay at £69 due to winter energy use'. Message from Eon 'We confirm your DD will stay at £69'. Followed by letter from Eon ' Your DD will now be £89'. Total chaos but resolved by an email to Helena. I have found dealing with the company representatives on this site by email far more effective than hanging on to the Eon busy phoneline.

Total chaos but resolved by an email to Helena. I have found dealing with the company representatives on this site by email far more effective than hanging on to the Eon busy phoneline

I think the more pertinent point being that as a customer you shouldn't have to search for a forum, such as this, to get your queries attended to.

It is an appalling admission and proof, of the quality, or lack of quality, of the many ' customer service agents ' who have failed to deal with a complaint or query, some ongoing for months.

Yet an email on here gets it solved !

I pity the, possibly thousands of customers, who don't know of here, constantly banging their heads on the wall and getting nowhere.

jalexa

verntern wrote: »

Message from Eon 'We confirm your DD will stay at £69'. Followed by letter from Eon ' Your DD will now be £89'. Total chaos but resolved by an email to Helena

I agree with the sentiments expressed, however it would really help the debate, which you have joined, if you would post the reasons given for the initial reduction followed by a "hike". Human error or computer error? Errors "happen" but it is systemic issues that need to be addressed by the "re-set".