Supplier Reps - Discussion

Terrylw1

I've been thinking about starting a thread about this subject but comments from Jalexa & Backfoot on a separate thread indicate others want such a discussion so I thought it would be worth starting the ball rolling.

I think we've seen some excellent posts on here from the Eon reps and occasionally from the others. Its clear that Eon's senior managers value public forums and have chosen to include their presence to help current & prospective customers as well as boosting their brand image. I really think the rest can learn from this.

With this in mind, what do we all think about the value of reps.

A few points that spring to mind, including the points on the other thread:

- how should reps use this board?
- should reps post in all threads from their customers?
- should reps engage in discussion with their customers or simply use the forum to pull their customers back into their expected processes?
- what is the value to reps engaging with posters?
- where reps do not commit to regular use and/or engage in no more than attempts to prevent discussion of issues, should MSE reconsider their privileges?
- should MSE post comments received from external companies who are not registered and are monitoring these boards or insist on creation of a rep status?
- where MSE do post comments on behalf of external companies, where such comments are in breach of the various licences in the industry or other t&c's, should they have a policy to resolve resulting disputes from responding posters?

What do we all think?

Perhaps this will at the least be a useful feedback for improvement.

backfoot

I believe that Eon have set the benchmark for the conduct of Reps on this Forum. Even when under attack for their DD policy,the Reps engaged with the Forum,explained and argued their case and promised a route to the decision makers. Consistently we see resolution of problems and a dialogue with new or regular posters alike. Ultimately, on occasions, Eon have amended policy in the light of constructive feedback. They have undoubtedly altered their image to positive through their interaction with the Forum.

My perception is that SP do attempt ,on a selective basis, to assist the Forum users,although when the going gets tough on policy or procedural questions, they quickly duck out.

SSE have a low profile which may reflect that at the coal face, they are seen as the leading Customer Service outfit.

NP seem to pick off the individual complaints presumably to help the customer, but naturally to limit image damage.

BG use the forum for propoganda as we saw by Mr. Bentlley's 'price increase' spin but are missing on wider discussion.

EDF have been pathetic.

So would we miss the Reps ? Apart from Eon I would say a resounding no and feel that the Forum is being short changed in how they are using it.

I posted a simple question regarding policies of the Suppliers towards 'inducements not to switch'. Only Eon had the courtesy to reply. BG who were mentioned anectodally as offering such inducements, are silent on the matter,yet claim the moral ground on the Forum, when it suits them.

NPower's Chief Executive put across an open listening image on his 'day in the life' TV appearance, but we see no evidence that such a culture exists when it comes to tricky questions on this Forum. Where is the Npower Rep, now a poster alleges that they are not issuing Contract documentation according to Regulations? Customer's existing and potential deserve some clarification.You would have thought they would have learned a lesson from the gas sculpting fiasco when they took on an MSE poster.

So unless, the Supplier Reps make and demonstrate a real commitment to engagement then I believe all their posting privileges should be lost.

jalexa

backfoot wrote: »

So unless, the Supplier Reps make and demonstrate a real commitment to engagement then I believe all their posting privileges should be lost.

Yes, though I'd advocate a modified approach. I think it's not unreasonable that reps should remain able to counter factual error and balance the all too common "rant". All suppliers have websites with contact details, all suppliers have an "approved" complaints procedure. Indeed I have not seen "submit your complaint via the MSE Forum" included in "approved" complaints procedures.

Ideally the reps would engage but if they just want to "refer" they should be restricted to referring posters to their suppliers website. I don't use PM so I won't express a view on PM privileges.

Have said all that "one time posters" who freeload for advice but never provide feedback are, I think, a bigger problem.

Toxteth_OGrady

I entered into PM dialogue with one of the Eon reps several years ago and found the direct personal contact this afforded extremely useful. It took about 30 PMs to eventually get the clarification I needed.

btw - the discussion was how their then 'zero balance in the spring' policy of DD calculation disadvantaged new customers signing up at the start of winter as it could take up to 18 months to settle down to an accurate monthly DD amount.

Wywth

Toxteth_OGrady wrote: »

I entered into PM dialogue with one of the Eon reps several years ago and found the direct personal contact this afforded extremely useful. It took about 30 PMs to eventually get the clarification I needed.

btw - the discussion was how their then 'zero balance in the spring' policy of DD calculation disadvantaged new customers signing up at the start of winter as it could take up to 18 months to settle down to an accurate monthly DD amount.

How did you manage that when user reps do not have access to PMs? :huh:

:cool:

Toxteth_OGrady

Wywth wrote: »

How did you manage that when user reps do not have access to PMs? :huh:

:cool:

It was August 2009 - maybe forum rules changed since then?

Terrylw1

I agree, my views from my experiences on here are:

- npower use this to pick off potential complaints. They also don't respond to all threads and when challenged they suddenly disappear. As long as any challenge is with respect, I don't seen why they shouldn't enter into a dialogue. So, I can only assume that they view this forum as a way to say they are committing but in reality its more a bragging badge.

- SP seem to do the same as Npower but on a couple of occasions they enter into a dialogue.

Eon - these guys are the benchmark for me and I'm not one of their customers or have ever worked for them. They always answer threads, they always offer to help, they chase up issues & complaints where customers comment on longer than expected timescales, they offer general information, they go away to find out the information they need, etc. I was very surprised to get a comment regarding MDD compliance that all suppliers are operating in different ways on. This would not be something anyone in a customer facing division would ever know and would require accessing compliance experts who don't have much of a connection to the front end guys...even at a senior level. They ate also professional. Whilst I am not their customer, I would view this channel as something that would sway my business to them...a definite DELIGHTER to their service improvement people!

Bgas - on a couple of threads they did engage and in that way they approached the standard of Eon's reps. However, they also added political statements, attempted to divert discussions onto Twitter (so they don't value MSE) which I thought was very poor and their use of MSE is very hit and miss. They also stated they thought the spirit of MSE was money saving and not to answer queries, but a lot of threads are like this and not all the boards are relating to money saving so what is their motive for being on here? Is it just somewhere to get some free ad space?

EDF - really, their media/customer relations managers should be actively trying to get on this board to turn their customer apathy around. They get a major bashing on here but continue to ignore it...corporate arrogance?

I don't see much from the others but to be honest its EDF & Npower that seem to dominate the issues. Its likely Eon get more threads because we all know Malc & Helena will come along and help us.

Terrylw1

Another issue I really dislike is actually caused by MSE's mods.

I don't think they should be posting comments from companies who will not commit to creating a user presence on here. What do these companies have to hide? What are they afraid of? Funny that they are monitored the board though.

MSE adds a "we do not endorse the comments" disclaimer believing it absolves them. However, if MSE Enable them to post incorrect information...they are equally responsible for allowing it.

MSE obviously can't be expected to know the regs but the answer is simple - don't get involved. Make them set up a rep and then posters can report them which MSE can deal with.

One example was the Spark switching thread where Spark were allowed to post comments that stated they breached SLC14. When challenged, MSE stopped any comments from Spark by not adding them for them and telling posters to contact them away from MSE. MSE should have remained neutral by not enabling the issue to occur.

Terrylw1

Today the Npower rep has responded to a thread regarding a switch/contract but has completely ignored the one that has reached 3 pages relating to the lack of a contract being sent during a switch and a breach of various SLC's.

This is another issue to consider. Is it 'cherry picking'? Why do Npower 'select' certain threads over others?

I think if a rep responds selectively, their privileges should be addressed.

undaunted

To my mind

how should reps use this board? As an aid to resolution of issues

should reps post in all threads from their customers? I don't thing they should necessarily be obliged but can see no reason why they would not willingly respond to any reasonable query

should reps engage in discussion with their customers or simply use the forum to pull their customers back into their expected processes? There may be instances where need for further information, data protection etc mean that not everything could be done openly but I see no reason they should just seek to force customers back down routes they would prefer (eg no open issues / public criticism)

what is the value to reps engaging with posters? It should be a duty of any supplier to engage with their customer re queries & issues


where reps do not commit to regular use and/or engage in no more than attempts to prevent discussion of issues, should MSE reconsider their privileges? Probably a case by case decision for the board owners & moderators

should MSE post comments received from external companies who are not registered and are monitoring these boards or insist on creation of a rep status? No, if they do or don't wish to sign up thats fair enough / their choice but you can't expect to have things both ways
where MSE do post comments on behalf of external companies, where such comments are in breach of the various licences in the industry or other t&c's, should they have a policy to resolve resulting disputes from responding posters? Given the above answer this would become inapplicable. However, as things stand, if MSE do not know whether an answer breaches regulations they should not post it, but expect the supplier to do so. If they wish to continue posting for companies but believe it does breach regulations they should publicly state their belief

davehsug

I suppose it also depends on who they choose? Someone who was a regular forum viewer & contributor, here or elsewhere, would probably be a lot better than someone with no knowledge of how forums work. They also need to be very experienced & probably from the company's complaints team.
As it is, I suspect they choose their favourites & those who can be trusted to toe the company line. Typical of so many of the worst advisors I come across. They don't listen & they don't understand.
The difference many people will have come across, between a front line advisor & getting through to an experienced back office advisor is marked.
Believe it or not, there are lots of people in these companies, with wide experience of metering, billing, payment plans etc. Who will be able to do it all in one go. There isn't much they won't have come across before & you'll get excellent service. Of course the problem is being lucky enough to get to one of them, rather than the usual "how can I not help you today?" brigade!