Amazing customer service - Scottish Power

melanieconway

We all gripe when we've had a rubbish time so thought I would share a good news story for a change.

After being with SP for just over a year, I realised via recent regular meter readings that I had over paid and it was increasing every month.

Rang up the SP customer service line Tuesday ready to ask them to refund the excess and reduce my DD by £20 a month and ready for a battle, as is usually my experience with customer service lines.

Not so with SP, I must have been on hold maybe 4-5 minutes and I have to say I was on hold longer than it took the call handler to do everything I asked, no argument no challenge. She told me to expect my cheque refunds in about 10 working days. Was mega happy with this purely on account of her over efficiency.

4 days later and I have the cheques on my doorstep

Well done SP, proves there are some good ones :T

jalexa

melanieconway wrote: »

After being with SP for just over a year, I realised via recent regular meter readings that I had over paid and it was increasing every month.

Good that you were pleased with the Adviser conduct but Scottish Power should already have been complying with their own procedure...
http://www.scottishpower.co.uk/support-centre/payments/direct-debit-explained.aspx

...and on the face of it weren't:(

And as for "cheque in the post", remind me which century we are in?

t0rt0ise

Exactly so. They are very good at putting the direct debit back down when challenged and they do so without argument. But they shouldn't be putting it up in the first place. I've had to get them to stop doing this several times this year and I'm still in credit so their calculations were obviously way out. They've just done it again and I shall leave it this time as I'm going to leave them now anyway.

Herongull

I'm currently with npower. I rarely have to contact them, but when I did I found they had this neat queuing system where it estimates how long you might be in the phone queue and gives you an option to have them phone you back automatically when you reach the front of the queue.

This is great. If the queue is say half an hour, you can put the phone down and get on with doing something else and when they phone you back you are not irritated by the queue at all and can have a nice constructive talk with customer services.

It probably reduces the stress on the customer services people as they are not dealing with people who have been pre-annoyed by waiting in a long queue.

I don't know why more companies don't have this sort of system.

PS I've been with other utility companies in the past and have always found their customer services people to be helpful as well, but perhaps I've just been lucky.

Scottish_Power

jalexa unfortunately our current billing system doesn't allow for us to refund back to bank accounts, only by cheque. However we are introducing a new billing system over the next 12-18 months that will have this functionality. Thanks David @ ScottishPower

Dave_save

scottishpower_company_representative wrote: »

jalexa unfortunately our current billing system doesn't allow for us to refund back to bank accounts, only by cheque. However we are introducing a new billing system over the next 12-18 months that will have this functionality. Thanks David @ ScottishPower

Will you be asking for customer input on the format of these bills? I've just received my first online bills from SP, and they look as if they've been thrown together with little concern for the customer. The whole format needs a redesign and some thought needs to go into the layout and how the various figures are presented.