Phoenix Gas gripe...

bribrian

Tried to top up my meter but wouldn't work so Phoenix said that the card was prob faulty & to buy a new one & use that. Did so only to find that one didn't work either so it appeared that the meter was faulty & needed changed...
Unfortunately the engineer that installed the new meter couldn't add the amount that was on the old meter or the £20 that was on the card & have to get a refund from Phoenix....
During the summer months I'd been building up the funds in the meter to keep me going through the winter so there was quite a sum on it & now Phoenix tell me it's going to take 28 days to process the refund. :mad: By that time i may have frozen to death!!!

Greentea

Oh dear I hope i dont need a new meter too, last week i tried the card after putting £49 on it and got an error, Pheonix have told me to send it to them for a refund and get a new card. I havent done that but im not sending the card in the post, i think ill go down to them to get my refund and then get the new card. Hope I have enough gas to last me til after christmas!

Thats a bad thing about gas and the cards meters, if there is a problem, you are left with no gas supply.

donnac2558

That is why I prefer the EasySaver type card. I put money in through Pay Point and its deduced from each bill. No trying imput numbers at the meter.

Greentea

I am now on day three with no gas supply. After getting a replacement card which they told me to, they said my first card was the problem, same problem with the new card that I had to pay £4 for, and when I phoned this morning to tell them i have no gas and both cards show the same error message, they told me someone would call out this evening This evening I get a call from the Pheonix Gas engineer, explained my problem and he tells me go back to the place where I bought the card they have forgot to regisiter it. Back to the garage where I bought it and they tell me it is automatically registered when it is paid for. Conveniently the engineer wont call me back to check if its working, because he doesnt care that i am sat here freezing, and he didnt want to be bothered calling out in the first place. Finding a telephone number is almost impossible and out side office hours its non existant.

My patience has gone, Pheonix Gas are worse than useless and the first opportunity I get I will move my business, not before giving them a piece of my mind.

bribrian

Greentea wrote: »

Pheonix Gas are worse than useless .

I can't disagree with you there, after many calls I've eventually got my cheque for the money on card, cost of new card & what was on faulty meter. Have to wait on it clearing now in my bank account....

Greentea

Back on the phone to Pheonix first thing this morning first thing to get someone to fix my gas, after explaining the problem "card not valid" for the 5th time, the girl told me to phone the emergency number! This is the number you call if you smell gas, then I asked her to put me through and she cant, so I complain to her and she puts me on to the supervisor. I explain everything again and that last night the engineer didnt bother to call me back to see if i had managed to get the card to work. She told me he had followed procedure, all he is required to do is advise me over the phone, not check if the advice worked. So she organises an engineer to visit me this morning, when he arrives, he checks the meter and tells me it needs replaced! His words, "its a common fault, you (me) have removed the card too quickly and it breaks the machine! I have had to change 100s of these machines!"

So this one engineer sees this fault all the time, yet no one else in Pheonix knows about it. Strange.

The customer service supervisor arranged for the engineer to take my card with the £49 on it and when I ask about the other card he tells me to go back to the garage and get a refund. Somehow I dont think thats going to work either.

At least tonight I will have heat :-)

TeaAndToast_2

My meter broke at the same time and my cheque for £133.71 has arrived today :j