EDF - Customer Service/Systems are absolutely useless...

ThinkBig_2

Thanks for info backfoot regarding Consumer Focus will definitely have a look and report my issue to them.

AbbieCadabra

update: my query is now being dealt with by a 'manager', he rang me & offered apologies / we're working hard to deal with customer queries / recent system issues have caused problems but these are now being resolved / blah, blah...

he seemed very understanding & i thought this would be resolved now he was on the case - erm, no! he's since supplied the statements i'd requested, which were poorly produced (missing info, wrong a/c balance detailed) which prompted me to ask further questions as the amounts didn't tally with the bills that i've received. he's replied again, quoting incorrect info & not answering my queries, again!

so the pattern continues & it appears it doesn't matter who you're dealing with, you still get the same poor level of service

backfoot

AbbieCadabra wrote: »

update: my query is now being dealt with by a 'manager', he rang me & offered apologies / we're working hard to deal with customer queries / recent system issues have caused problems but these are now being resolved / blah, blah...

he seemed very understanding & i thought this would be resolved now he was on the case - erm, no! he's since supplied the statements i'd requested, which were poorly produced (missing info, wrong a/c balance detailed) which prompted me to ask further questions as the amounts didn't tally with the bills that i've received. he's replied again, quoting incorrect info & not answering my queries, again!

so the pattern continues & it appears it doesn't matter who you're dealing with, you still get the same poor level of service

None of the above surprises me and is symptomatic of a malaise within EDF. I have only talked to one member of their Senior Team who has a grasp of the issues at the customer level.

Of course,the Manager's are trained to say sound good,make the correct soundbites but rarely can they explain what has gone wrong with your own account or how that issue will be rectified for the future.

The scenario is typical of many botched system implementations where the Consultants have failed to grasp/understand the system requirements/testing and the change process is cumbersome and probably so far away that a rebuild would be probably be cheaper.

I don't know which platform they have used but I can well guess.

EDF are in meltdown imho because no progress has been made since these issues were raised many months ago.

I can't even get a response now to complaints sent so I presume they are completely swamped.

A basket case of wicker proportions.:(

AbbieCadabra

very well put backfoot, i couldn't agree more!

i sent my last reply to this manager on monday & i've not had any reply, which seems a bit odd. perhaps me stating the following on my last email has upset him & he's had enough of me?! -

"you've offered apologies & said EDF are working hard to correct any outstanding issues, however, i'm tied in for the next year & i feel that i have to accept that this is just the level of service that EDF are capable of, no matter who you deal with. the number of people complaining on various forums every single day at least highlights the fact that i am not alone in my frustration in dealing with EDF".

edit - ive just checked 'my account' & something i'd agreed to in my last email has happened, so he's definitely received it, & is obviously ignoring the further queries i've raised. charming!

EDF_Energy

Hello


Please refer to our contact details on our profile page and feel free to contact us by email to chase any response you should have recieved.

Kind regards

AbbieCadabra

WOW! :eek: welcome official rep, i do hope you're sitting comfortably as i feel you may be quite busy...good luck!

to his credit, my manager has replied straight away to my chasing email earlier today. something i raised is still being looked into, which is fine, but for an ongoing query at manager level, he should have told me that.

backfoot

My account query submitted to 'Social Media'.

This follows three previous complaints to get a gas DD set up.

Then when set up, EDF took the account balance, for no good reason.

Also asked for an explanation of why one days consumption was separated out even though the tariff is EDF Fixed Price 2014.

Two messages sent using 'My Account' acknowledged but ignored.:(

AbbieCadabra

backfoot wrote: »

My account query submitted to 'Social Media'.

This follows three previous complaints to get a gas DD set up.

Then when set up, EDF took the account balance, for no good reason.

Also asked for an explanation of why one days consumption was separated out even though the tariff is EDF Fixed Price 2014.

Two messages sent using 'My Account' acknowledged but ignored.:(

that seems just the type of customer feedback that the new EDF rep should be commenting on then...

(if i'm getting ticked off with the poor responses i've been getting, i can only guess how frustrating it is to be ignored :mad: . i'm just glad i don't actually work for them! )

snowcat53

I changed to Fix for 2012 on the website 3rd Dec. They up my DD from 89 to 101- not unexpected and amount looks about right for new tariff.

Then they issued a bill dated 6 dec (only on website for now) and within that state my DD is now changing - to 89! So now I have no idea what they will take next month.

Before I spotted this DD reversal (if that is what it is) I sent them a message asking them to justify the new DD figure (quoting SLC 27.14) - not because i disagree but just to see if they can/will - and to rebate the 266 my account is in credit.

I have the usual 'up to 10 days to reply' acknowledgement but they havent responded to 2 others yet.

PS just spotted the news about the company rep here. WHat prompted the change of heart?

MillicentBystander

Whilst I welcome an official EDF rep on here, their entrance is approx 10 months too late.