Problem with your supplier - don't underestimate Twitter!

Irie87

Apologies in advance for a fairly long post, however I would like to share this with other MSE users, hopefully it may help somebody else.

To give you a bit of background, we moved into our flat last may and in August switched to a Dual Fuel tariff (Fixed S@ver 2) with EDF. The closing bill from the previous supplier had all the correct information (meter serial number, reading etc). However after a few months when I hadn't received a Gas bill from EDF, I noticed my online account had a different Meter Serial Number. I first raised this in January and was told it was a mis-match in the national database. After many phone calls I was finally assured it was being sorted. After waiting the 8 weeks I was told it would take, I phoned up again to find out what was going on - turns out it had been submitted to the wrong team. At this point I raised a complaint.

After going through the process again, it again was not sorted in the time they said it would be, so I escalated my complaint to the Energy Ombudsman. On the same day I went onto Twitter and made a comment about how appalling the service was. Within half an hour I had a response asking me to email them. I did so the next morning and a few hours later I had a phone call back informing me the problem had been fixed.

Long story short - a lot of companies are using Twitter as part of the Customer Service strategy, so if you are unhappy with them, the public domain can be a great way to catch their attention.

undaunted

I've never joined Twitter so far myself but if its proven to work never say never.

Blackpool_Saver

Wonder if it would work with Currys? lol

oldskoo1

If a bad story goes trending on twitter a company can be seriously damaged overnight.

It's like reporting bad customer service to your local paper on steroids.

[Deleted User]

I find it hard to believe a little comment on Twitter resulted in such quick response, more likely to be the Ombudsmans work, and just a coincidence, if it turns out to be true I am on and having a go at OFGEM

Terrylw1

What a shame they don't feel they should help with a registered ombudsman case.

That sends a very clear message to me that they're not interested in you at all, just their image and its clear that don't consider the industry complaints tables to mean much.

They seem OK with the constant bashing they get on here though...

Irie87

sacsquacco wrote: »

I find it hard to believe a little comment on Twitter resulted in such quick response, more likely to be the Ombudsmans work, and just a coincidence, if it turns out to be true I am on and having a go at OFGEM

The ombudsman hadn't accepted the case yet and the response I got was directly from the Twitter Team.