n-power and eon = dumb and dumber

chanz4

I agree about eon, but I see the industry on a daily basis.

bigfatface

chanz4 wrote: »

Another supplier cant authorise jobs on another supply, the warrant would of been done on a TSE hire where they hire them for the day and tell them which ones to remove. Inregards to the meters, they have a van of them not for particular suppliers with the exception of BG who have there own ,think your confussing this with how electric works. Im very supprised if you were a complaints manager giving that advice out.

No, i'm not confusing anything, and I know how TSE works, In the OP's case, the meter worker on the TSE run, went to the wrong address and removed her meter instead of her neighbours, leaving a vulnerable customer off supply through no fault of her own. maybe you are the one that is confused?? Eon have even ADMITTED that the meter worker went to a wrong address. Therefore, they should be bending over backwards (especially because the OP has 2 young children) to help rectify.

In these cases, we send our guys back to re-install the wrongly removed meter or install a temporary credit meter. A job isn't authorised or raised, the meter worker doesn't get paid again (why should he?), its simply rectifying a mistake that shouldn't have been made in the first place! IF a temp. credit meter is installed we then contact their supplier to arrange for one of their own meters to be reinstalled.

This is called GOOD CUSTOMER SERVICE, and if the above is totally incorrect and 'not allowed' then I've been following the wrong procedures for the past 7 years, I must obviously be a terrible manager.
Its funny how my superiors never mentioned what a rubbish job I was doing nor commented on the incorrect advice i was giving out for all this time! :rotfl:

ihateyes

id be looking a 3figure compensation amount from them

EnglishMohican

I notice that the EON rep has not had anything to say. Is that because the problem has been solved or because EON's behaviour is so embarrassing that even they cannot think of some suitable platitude?

Former_E.ON_Company_Representative:_Malc

Hi rob_rs

I'm really sorry your daughter and her children suffered as a result of this meter exchange.

You're absolutely right to complain and I would recommend referring this to our Director's Office (contact details are on our website).

This office is best placed to deal with this. They can also escalate to senior management so those responsible can be taken to task about why this was allowed to happen in the first place.

Drop an email to the address in my Profile if you prefer as always happy to help.

Sorry again for the distress this must have caused.

Malc

EnglishMohican

In fairness, Malc must have been typing at the same time that I was. Lucky my note got in first!

But why not actually do something about it yourself instead of just referring it back to the OP to do something. You might need their proper identity, but you could ask for that and then take it up the the director's office yourself on Rob's behalf.

Former_E.ON_Company_Representative:_Malc

Always happy to do this EnglishMohican.

If the OP drops an email to the address in my Profile, I'll be happy to investigate.

Sorry, usually add this on at the end of relevant posts. I'll edit my earlier post accordingly.

Malc

chanz4

bigfatface wrote: »

No, i'm not confusing anything, and I know how TSE works, In the OP's case, the meter worker on the TSE run, went to the wrong address and removed her meter instead of her neighbours, leaving a vulnerable customer off supply through no fault of her own. maybe you are the one that is confused?? Eon have even ADMITTED that the meter worker went to a wrong address. Therefore, they should be bending over backwards (especially because the OP has 2 young children) to help rectify.

In these cases, we send our guys back to re-install the wrongly removed meter or install a temporary credit meter. A job isn't authorised or raised, the meter worker doesn't get paid again (why should he?), its simply rectifying a mistake that shouldn't have been made in the first place! IF a temp. credit meter is installed we then contact their supplier to arrange for one of their own meters to be reinstalled.

This is called GOOD CUSTOMER SERVICE, and if the above is totally incorrect and 'not allowed' then I've been following the wrong procedures for the past 7 years, I must obviously be a terrible manager.
Its funny how my superiors never mentioned what a rubbish job I was doing nor commented on the incorrect advice i was giving out for all this time! :rotfl:

If they have already finished and the tse shift finished they will not go back, they do not go back and re-change meters with the exception of IGT as they are none GT owned.

I have been in the industry for the last 10. Have you ever filled in a manual work request form to oosla (national grid metering out of sla team)where it asks for your contract number or logged into rainbow under the correct shipper id. If its not it will state not within your portfolio