E-ON Customer service still hasn't improved.

GeeTee99

I've been having a lengthy issue with E-on regarding my pre-payment gas meter. This time last year every time I tried to put money on it I got an error that meant I was left with no gas and an engineer had to be called. I'd be assured by the call centre staff that an engineer would be with me within 4 hours yet very rarely would turn up. This went on every week for over two months. I'd call again on the same night only to be assured that an engineer was in the area and was going to call only to then be called by said engineer - usually after midnight - to be told some excuse as to why he wasn't going to turn up. The excuses ranged from: They came but no one was in the house - Its not possible for someone to come to my door and me not see them, to there was a gas leak in the area so they were called out on a higher priority job. It strange that these always seemed to happen on the days when I was waiting. Eventually I got the meter changed and I thought it was fine. Until now. I put money on my card yesterday pushed it into the meter only to get absolutely no response from the thing. No lights flashing,. no error message, no beeping noises, nothing. So after I'd calmed down at the prospect of having to deal with these people again I called them and was told the usual script that an engineer would be with me within four hours. I sceptically put the phone knowling full well that no one was going to turn up and low and behold no engineer turned up. I called again only to be assured that an engineer was on his way and would be there before quarter to midnight. From my previous dealing with these people I know there is not a chance in hell they are going to turn up at that time but accepted what the call centre told me. Eventually after midnight I got a call from an engineer who was very apologetic while telling me that they couldn't contact the engineer. So I sat there - again - in a freezing house having been let down by e-ons frankly poor customer service. Again something untoward had happened on the day that the unlucky engineer was meant to show up.

My rage is due to the fact that I've been through this with these people only a year ago and in that time their customer service has not improved at all. I suppose I was naive to think they'd actually improve their customer service but no its still atrocious. Now I'm being told that I need to call again to log another call so that the engineer can finally come out and that the engineer is now saying that he turned up at 10.20 last night but no on was in. Again, I was definitely in and its not possible for someone to come to my door and me not see them but more disturbing is the fact that no one mentioned this last night. How has the engineers story changed from last night? last night I was told they couldn't contact the engineer.

I'm seriously contemplating getting rid of this bunch of jokers does anyone have any recommendation as to a company that are more reliable?

Former_E.ON_Company_Representative:_Malc

Hi GeeTee99

I'm really sorry you've had so many poor experiences with engineers not turning up when promised.

You may well be entitled to compensation for the failed appointments. Depending on the circumstances, you could be entitled to payments for each failed appointment through the Guaranteed Standards of Service guidelines we follow.

Not saying this is a definite but certainly worth asking the question.

Malc

GeeTee99

E.ON_Company_Representative:_Malc wrote: »

Hi GeeTee99

I'm really sorry you've had so many poor experiences with engineers not turning up when promised.

You may well be entitled to compensation for the failed appointments. Depending on the circumstances, you could be entitled to payments for each failed appointment through the Guaranteed Standards of Service guidelines we follow.

Not saying this is a definite but certainly worth asking the question.

Malc

Hi E-on company rep. Thanks for replying but I only looked at this thread to add my latest poor service from e-on. Please tell me about the compensation though cuz I should be due a tidy sum for each engineer that hasn't turned up and each piece of incompetence I've had to endure

I was sent a new card over the weekend. I registered it last night and added a sum of 15 pounds. Pushed it into the meter and once again no response but the meter telling me there was nothing on the card. More problems, more phone calls, more waiting on hold, more waiting for engineers, more frustration at the poor service. I called and was told someone was going to call me back, 3/4 of an hour later no phone call so I called again and was told the previous person was calling the wrong number. No idea how he was calling the wrong number cuz he recited it back to me as part of my security check, was given a 7 digit number to take to my local shop to redeem the £15, Took it to the shop and my shop keeper tried for about 15 minutes to put the credit on the card but finally gave up telling me it wasn't happening. I took it to another shop. Same thing. Called e-on up and I have to admit they do train their complaints call staff well this person was very reassuring telling me that a new card was going to be issued and for me to go through the same procedure today. I find it astonishing that there are no emergency procedures and these people are happy to leave me without gas for days on end. I'm not expecting it to work. I've completely lost faith in e-on. So another night with no gas that was due to e-on incompetence. When will this end? When will someone finally pull their finger out and sort out my many problems?

So tonight I'm going to be partaking in my favourite pastime of waiting for ANOTHER engineer to turn up. What kind of odds will you give me that he doesn't turn up? I'm not expecting him to.

E.ON_Company_Representative:_Helena

Hi GeeTee99,

I can see that you're having a nightmare with this and I'm sorry about that.

If you can email your details to me at WebForumAdvisors@eonenergy.com I will have a look at your account and see what's going on now for you.

Hope I can help.

Helena

GeeTee99

E.ON_Company_Representative:_Helena wrote: »

Hi GeeTee99,

I can see that you're having a nightmare with this and I'm sorry about that.

If you can email your details to me at [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL] I will have a look at your account and see what's going on now for you.

Hope I can help.

Helena

Hi Company rep,

Thanks for the speedy reply. I have sent you my details.

Regards

GeeTee99

Hi,

Can you please confirm that you received my details please?

E.ON_Company_Representative:_Helena

Got it

I will get back to you asap.

Helena

GeeTee99

Can you give me some kind of ball park figure as to when you will get back to me, the four hours that your engineers give usually translates to - sometime during the next working day if I place another expensive call and the engineer can be bothered to do his job?

E.ON_Company_Representative:_Helena

GeeTee99 wrote: »

Can you give me some kind of ball park figure as to when you will get back to me, the four hours that your engineers give usually translates to - sometime during the next working day if I place another expensive call and the engineer can be bothered to do his job?

I'm working on it now, I should only be a couple of hours.

Thanks

E.ON_Company_Representative:_Helena

I have sent you an email reply.

Helena

GeeTee99

E.ON_Company_Representative:_Helena wrote: »

I have sent you an email reply.

Helena

Thanks for the response. Lets hope this can be sorted once and for all.:)