EON : Best way to complain?

Ferris

what is the best way to make a complaint to EON? has anyone had any success with one way over another?

i notice they have a dedicated complaints line (which must be busy...), but if EON phone support are anything like the staff I have spoken to so far, they are likely to be less than useless, and i'll have no way to prove they did actually spout whatever lies they try to pass off this time.

i've always found emailing complaints to be ineffective, as the turnaround time is so great, and staff tend to address a single (usually minor) aspect of the complaint while ignoring the bigger issues.

i understand EON has a rep on here. is he/she able to deal with complaints and queries?

having spent 2-3 hours on the phone to them in december i don't want to choose any method without research!

any thoughts? thanks

adamhodg

Eon reps on here passed by complaint onto to the correct person and i got a very quick reply to my complaint. Im sure they will be along shortly to help....

dogshome

In the strange world occupied by the Utility Co's, an Emailed complaint can often be regarded as just another communication, until that is the word "Complaint" is used in the message, and also Emails don't carry the same legal weight as a letter.

Best to WRITE to Eon, heading the letter Complaint as Big and as Bold asyou can - This starts a process whereby the supplier by the terms of their licence, must reslove the matter within 56 days, (8 weeks), which if they fail to do gives you the right to immediately go to the Energy Ombudsman

Former_E.ON_Company_Representative:_Malc

Hi Ferris

I'm sorry you've had such poor experiences with us in the past.

Our dedicated complaints line is staffed with experienced advisors. I'm sure they'll be able to help.

You can also refer your complaint to our Director's Office. Again, this is staffed with experienced advisors. Contact details are on your bills and our website.

Alternatively, if you drop an email to the address in my Profile, I'll be happy to take a look.

As dogshome says, once you raise a complaint, we've 56 days to resolve it. If we're unable to reach agreement after this time, you can refer the matter to the Ombudsman for an independent review.

Hope this helps.

Malc

Ferris

E.ON_Company_Representative:_Malc wrote: »

Hi Ferris

I'm sorry you've had such poor experiences with us in the past.

Our dedicated complaints line is staffed with experienced advisors. I'm sure they'll be able to help.

You can also refer your complaint to our Director's Office. Again, this is staffed with experienced advisors. Contact details are on your bills and our website.

Alternatively, if you drop an email to the address in my Profile, I'll be happy to take a look.

As dogshome says, once you raise a complaint, we've 56 days to resolve it. If we're unable to reach agreement after this time, you can refer the matter to the Ombudsman for an independent review.

Hope this helps.

Malc

thanks. i have emailed you some queries.

Former_E.ON_Company_Representative:_Malc

Sorry Ferris but not been around since Monday. Have just replied to your email.

Malc

Smudger78

Malc,

Have emailed you as have just recieved appalling customer service and been blatantly lied to by your company. Hope you can progress this afternoon before I have to take this higher and cancel my homecover breakdown policy.

Smudger

Former_E.ON_Company_Representative:_Malc

Hi smudger

Sorry I wasn't around yesterday but understand Helena's been looking after your complaint.

Hope all ok now.

Malc

nocover63

What can you say about an orginisation that logs your complaint,then closes it down without your knowledge,or permision?
What can you say about an organisation that,when a deadlock occurs iro of the amount of compensation offered,informs you that the next step,is to transfer you to an 'INDEPENDENT reviewer' who will take a look at both sides of the argument -
then you find out that the are not infact 'INDEPENDENT',but another department within Eon - who surprise surprise,agree with Eon's derisory offer?!-
What can you say about an organisation,who tries to switch the blame for their catalogue of incompetencies,onto the customer,by stating that the incompetencies wouldn't haven't occured if I hadn't let the account go into arrears?
In other words,if you pay your account on time,you wont be given false information,lied to,deceived and treated like a citizen of North Korea.
What can you say about Eon?
morally bankrupt,and every other negative adjective in the dictionary I think!!!

NOT ONE SYLLABLE OF THE ABOVE IS FICTION !!!!

nocover63

apologies for the spelling errors -
wasn't wearing my reading glasses!
nocover63

E.ON_Company_Representative:_Helena

Good afternoon nocover63,

I'm so sorry you've had such problems with us, we really don't like to read things like this.

If your account has been deadlocked then you should have received a letter advising you of the next steps.

Once the account is at deadlock this means you're free to go to the Ombudsman within a certain time frame, they will then look in to the the complaint for you.

The Ombudsman is not part of E.ON.

Helena