EON Apalling service to the Elderly!!

Jaymat

My 75 yr old Elderly neighbour was discharge from hospital yesterday and on returning home found that his heating had broken down.

He pays full breakdown cover with EON and on ringing them i was told that he has to wait 4 days for anyone to come out and look at the problem. The terms and conditions clearly state that because he is over 70 yrs with health issues, he is classed as an emergency yet they won't come out or listen to reason.

Fully prepared to leave this gentleman with no heating or hot water. I am disgusted by it.

The EON website clearly states that they cover 365 days a year 24/7 yet they cannot come out and help this poor man.
I would be interested to know if anyone has information as to what i can do about it? (if anything)

If anyone has had problems with EON please send an email to WATCHDOG as i would really like to see them named and shamed for their disgraceful service.

Regards Sarah :mad:

macman

Is he actually registered with them as potentially vulnerable? Unfortunately you failed to read the small print, as the fact that they work 365 days a year and 24/7 does not mean that you will get a next day appointment, or the day after, etc etc. They will simply say that they have other priority jobs ahead of him.
Which is why using a reliable local independent GSR RGI is likely to be a better option.

spiro

The other problem around this time you year is everyone starts turning there heating on for the first time in about 6 months and find they have a problem, this causes a spike in call outs.

The other thing is they will often assume you have standby option i.e. kettle for hot water and small heater for heating. Thats what I got given a few years ago when the boiler needed replacing (not EON).

chanz4

spiro wrote: »

The other problem around this time you year is everyone starts turning there heating on for the first time in about 6 months and find they have a problem, this causes a spike in call outs.

The other thing is they will often assume you have strandby option i.e. kettle for hot water and small heater for heating. Thats what I got given a few years ago when the boiler needed replacing (not EON).

fully correct, electric heaters could be used tempory. Also engineer manpower has to be taken into account

E.ON_Company_Representative:_Helena

Hi Jaymat,

I am sorry you feel you and your neighbour have had such bad service from us.

Are they on the priority service register? This will then put them as a priority and be able to have an earlier appointment.

The person you spoke to should have asked if there were any alternatives for hot water/ heating, like a fan heater etc.

4 days wouldn't be normal for this case if they have not other heating or hot water, did they offer to call you back with further information?

If you need me to help, please just ask.

Helena

saxonrosecliff

After terrible service from British Gas some years ago I gave up with these breakdown schemes and set up my own! I pay what they would charge each month into a savings account and on the occasions when my boiler has broken there has been more than enough money in the savings account to pay for repair. I asked around my friends and neighbours and found a brilliant Gas Engineer who has been looking after my boiler for 7 years now and comes out the same or next day for emergencies when I ring him.

C_Mababejive

Should people over 70 get priority treatment? surely if i was an Eon customer,my money is as good as anyone elses and i should expect and get the same level of service?

macman

People should get priority treatment if they are on the priority register. Being over 70 should not automatically make you a priority.

Terrylw1

C_Mababejive wrote: »

Should people over 70 get priority treatment? surely if i was an Eon customer,my money is as good as anyone elses and i should expect and get the same level of service?

Since their health is more likely to be detrimentally affected by a lack of heat, yes.

undaunted

C_Mababejive wrote: »

Should people over 70 get priority treatment? surely if i was an Eon customer,my money is as good as anyone elses and i should expect and get the same level of service?

macman wrote: »

People should get priority treatment if they are on the priority register. Being over 70 should not automatically make you a priority.

Ever heard of compassion? There is more chance of a 70 year old dieing from exposure to the cold than a younger person, irrespective of the money or what boxes had earlier been ticked!

ERA safety net includes the statements that

"A customer is vulnerable if for reasons of age, health, disability or severe financial insecurity, they are unable to safeguard their personal welfare or the personal welfare of other members of the household"

and member supppliers will

"Wherever possible, attempt to capture information about their customers and identify potential vulnerability" Something such as reading their meter, being called re this problem should therefore have given a clue of the customers age irrespective of whether they had applied to go on the PSR

C_Mababejive

But we are not dealing with emotion,we are dealing with civil contract so should i suffer a detrimental service in order that others should benefit simply because they are on some arbitrary register? If they want priority,they should surely pay a premium?