MSE News: EDF tops energy dissatisfaction league

SimbaSimon

They're new IT system really messed up big time.

Glad I got rid of them, I didn't get a bill for 8 months and had to get a manual one generated when I switched energy suppliers. I'm now with British Gas and their website is brilliant and very useful, bills are generated monthly without fail and so far have been very accurate.

JimBeam1

Anyone having problems with EDF can email this email address :-
execteam-exeter@ edfenergy.com

This method is far more effective than the current 30 min wait time on their phone lines !

Terrylw1

Well its good to see each company suffering after implimenting SAP, perhaps its a consideration for any customer when we hear they are moving to a new billing system? All the usual, loads of overpriced consultants who know little and senior management ignored the wealth of knowledge their own people have...result: a turkey!

Something for everyone to consider...


...these are league tables monitoring complaints that get past a supplier. How do we know that they are any better than each other from this? For all we know, they could all be as bad but EDF don't resolve them before hitting this monitored stage?

They should be told to register all complaints and resolution SLA's so we can see the service. Just because it doesn't go to the ombudsman doesn't mean you haven't waited months for resolution, it merely monitors those customers who get sick of it and takes it out of their hands.

So, a lot more remains hidden.

davidgmmafan

Its getting a bit repetitive this. When a company says we're bringing in a super new system I'm going to start to view it as when they move jobs abroad. It all goes pear shaped and they go back to the drawing board.

EDF WERE good when I was with them a good few years ago now. Essentially they've bunged everyone onto a new system only to realize it doesn't work...

John_Pierpoint

Probably computer systems designed by idiots who think people can be used as little robots ?

Good people can't be stuck into a "command and control" system - they leave and the employer gets stuck with the "work to rule and avoid what you can" demotivated employees, who cannot get a better job.
Judge employees by their ability to meet (sensible) objectives not by their ability to slavishly follow a process.

The best example on here of the latter was someone with a fancy German meter, who discovered that installing PV panels on the roof made the meter run not backwards but forwards twice as fast.
Not only did the meter do that in response to the idea it was being defrauded, but it also kept an internal register of how much "fraudulent" electricity had been passed through it.
If you are still reading, I am sure you understand the situation?

Could the "customer support" employees understand?
Did they resolve the situation by sending an experienced employee to investigate the meter find the "fraudulent" total and correct the over paid bills plus some token of their gratitude for the eduction they had received and the hassle caused to the customer?

What do you think!

alleycat`

Terrylw1 wrote: »

Well its good to see each company suffering after implimenting SAP, perhaps its a consideration for any customer when we hear they are moving to a new billing system? All the usual, loads of overpriced consultants who know little and senior management ignored the wealth of knowledge their own people have...result: a turkey!

Something for everyone to consider...


...these are league tables monitoring complaints that get past a supplier. How do we know that they are any better than each other from this? For all we know, they could all be as bad but EDF don't resolve them before hitting this monitored stage?

They should be told to register all complaints and resolution SLA's so we can see the service. Just because it doesn't go to the ombudsman doesn't mean you haven't waited months for resolution, it merely monitors those customers who get sick of it and takes it out of their hands.

So, a lot more remains hidden.

Working in the industry i was not surprised to see that the cause of their issues is SAP.
Massively expensive, always slow, always fails to deliver on time and chased around by consultants that are paid mega money and have no clue how to implement it.

They do put on a superb sales pitch mind.

babyfruitella

I moved to EDF last August, & can honestly say i've had no issues with them. Customer Services have always been really helpful too.

backfoot

I complained nearly eight weeks ago about a change in Direct Debit. It is a simple concept and also a License requirement.

If the Supplier makes a change,there must be an explanation.

The License says it must accompany the change so that the customer can understand it. As it was not provided, I asked for the explanation and was told it was automatically produced by the computer...:rotfl:

After seven weeks and some more chasing they told me :

'EDF do take Customer complaint’s seriously therefore I have passed your e-mail onto my Manager'.

They could not have produced a more creative response. :rotfl:

Needless to say, I haven't heard from the Manager.

MillicentBystander

I personally think it's a scandal that OFGEM have allowed EDF to carry on acquiring new customers whilst it is plain to see their billing/IT systems are simply not fit for purpose. Some regulator, eh?

mrsagill

My husband died in March 2011. It took me over SIX months to get the account put into my name, drove me to tears of frustration and in the end I dreaded phoning them.

Now they address the bills to: The Executors of Mrs (My Name) Aaargh!