Utility Warehouse (Telecom Plus) Discussion

spirit

I think it is fair to say that all companies have a share of bad customer service at one time or another. TRUE



I feel that it is important to respond to that comment, as you would expect a distributor to do.

I have been a distributor for 15 months and I have, to date, never had an instance of poor customer service from UW.

Bully for you, that's probably because you have your own dedicated line to ring them on so they wouldn't dare hack-off its distributors.


I can understand your frustration with the example you quote and I have had similar experiences where price increases have not been activated on time and this was followed up with a letter explaining the problem and indicating that the arrears would be DD'd on the next bill. In my case, a phone call to customer services has resolved my problem satisfactorily and the arrears have been spread as agreed. shame they didn't do this for me.

I'm not sure what specifically happened in your case, but the question that springs to mind is whether you checked your bills from April/May to ensure that your agreement was being actioned. I personally would have got in touch the following month if I didn't see the expected result. - I don't expect my customers to be up my jacksie checking to see if I had done what I had promised - also I have enough to do with trying to move house.

Also, I am surprised that you didn't get a response to your e-mails. Again, every e-mail should get an automated response confirming that the e-mail has been received and the aim to respond within 2 days. (I've had the automated response and then nothing) I have sent a large number of e-mails to the various areas of the company and, without exception, I have received a response. - You will do, as I said, you have a dedicated line/e-mail I might not always get the response I was hoping for, but that's life. In those instances, I have replied to the originator with my concerns and have, eventually, achieved a satisfactory outcome.

As you will know, working in a customer services environment, not everybody will always achieve the level of customer service that your business expects. In these instances, I'm sure there is a route whereby the customer can escalate the issue to a higher level. - trouble is when they have all been on the same training course, you end up with all of them being incompetent!


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bendtoy_2

Their is no doubt in my mind that T-Plus Customer Service is not as good as they would like you to believe.Come to that nor are their products.

Mike_by_the_Sea

Hi Chris and bendtoy

I am sure that we will always differ on this, and I believe that makes for a healthy debate.

In answer to Chris, I was referring to the experience of my customers with the support centre. I do have a dedicated line and would hope that they wouldn't hack me off.

I also think that we have a responsibility to check how much we are paying each month for any service and it is too easy to blame any company.

Also, I use the customer e-mail route for queries when I can as this gives me some personal feedback on the support I receive as a "customer". I am disappointed that you didn't get a response and I have no defence for that. You haven't mentioned whether you have contact with the "distributor" that signed you up to help when you weren't getting a satisfactory response.

As to your final comment re: trouble is when they have all been on the same training course, you end up with all of them being incompetent! - I am sure that would be the case if that happened in any organisation.

As to the products, as I have said before, if you want the cheapest, then you can find it elsewhere, if you prefer the USP's that we offer then come to us. We all have a choice, thankfully.

hells_2

Is ^^ that allowed? Not sure you're allowed to advertise on here matey!
Spam alert!

bendtoy_2

mrose7666 wrote:

I am a utility warehouse distributor and customer and am very impressed with the cheap gas and electricity and the money making business opportunity it has presented me with, for further info goto xxxxxxxxxxxxxx

Blatant SPAM by a Utility Warehouse Distributor. The sort of thing that gets this outfit a bad name.

Mike_by_the_Sea

Hi bendtoy

I knew we would agree on some things. (reported)

NigeWick

bendtoy wrote:

Blatant SPAM by a Utility Warehouse Distributor. The sort of thing that gets this outfit a bad name.

Can't fault you there.

Nigel, also a Distributor.

4_Pete's_Sake

I am still a registered Utility Warehouse Distributor. I became a customer and a distributor to save money and to save my friends money, but I am now in voluntary redundancy. Why? Because I also have ethics and cannot bring myself to talk people into switching to products, which are so expensive compared to the best of the competition. When I became a distributor about 3 years ago U.W. were very competitive on all of their products, convincing people of this was easy, because it was true. Unfortunately U.W. no longer offer any products that are competitive.

It is now really embarassing when friends who signed up ring me to tell me of yet another massive energy price increase and ask me if there are any cheaper alternatives. I am no longer bothered about my CVC and am happy to direct them to the energy helpline site http://www.energyhelpline.com/energy/rg_home.aspx where they can see the answer for themselves.

I've also had Internet customers complaining about why their Broadband prices are still sky high when other companies such as Tiscali keep reducing theirs.

I challenged the U.W. customer services dept 10 months ago about their promise to compare their prices every month against the average of the cheapest direct debit tariffs available from each of the “Big 6” suppliers, on a like-for-like basis and to adjust their prices accordingly.

I was told that they only compare their prices against the "Standard Tariffs" of the big 6 and not against their on-line tariffs. What a con, it doesn't mention that in the price promise. I advised them that their lack of clarity on this may result in trading standards investigating them for a breach of the adverising code. I was told that someone would call me back to discuss it but they never did. So, 9 months ago I switched to a capped tariff with Powergen and am now reaping the rewards. I also got 2000 clubcard points by doing it through the Tesco website. That alone is worth £80 in Tesco Deal tokens.

U.W. is okay for people who want one bill for everything and don't mind paying extra for the privilege. This is their one remaining unique selling point (USP). When I became a distibutor the USP was that haviing one bill for all your utilities would save you money, how times have changed.

I live in hope that the CEO will address this issue and make the company competitive again. U.W. never advertise and have a vast army of distributors who pay for their own marketing materials. U.W. should therefore be able to offer some of the most competitive products in the marketplace.

I honestly believe that if U.W. continue with their uncompetitive prices they will be taken over or go out of business within the next 2 years.

hurrah

I understand that although T-Plus have numerous distributors only a small proportion pursue the dream actively.What does that tell you?

N-Power now own their Gas and Electric Business ,and it would not surprise me if they took them over in due course.

See http://moneyextra.uk-wire.com/cgi-bin/articles/200602161559075475Y.html

NigeWick

hurrah wrote:

I understand that although T-Plus have numerous distributors only a small proportion pursue the dream actively.What does that tell you?

Some things are easy to do and also easy not to do. Many choose not to do some easy things because they are bone idle. I'm a Distributor and I'm one of them. I put a bit of effort in to start with and still get paid for it some five years later. There's no doubt in my mind that if I had continued the effort, I would now be quite wealthy. I admit it is my fault where others will whinge about the system, lack of support, the competition or whatever.

Nigel.