Eon energy reviews: Give your feedback

ppyim

ollie88 wrote: »

i was an existing customer and rather than moving i switched to "Fix Online v31" nothing on their website says its smart meter only "We'll contact you to offer a free smart meter installation if eligible." & "We may contact you at any time to offer you a smart meter.".

I contacted eon today and was told i have to have a smart meter because its mandatory and they sent letters out to all existing customers back in march (i did not get any letter).

I tried to raise a complaint and speak to a manager but was told the manager closed the complaint due to "business decisions" and would not be talking to me or looking into the complaint. I was told to either go onto a variable rate or leave.

Hope Malc could comment on this since not only one or two customers received this unprofessional customer service.

Former_E.ON_Company_Representative:_Malc

ppyim wrote: »

Another unhappy eon customer here today with regard to Smart meter and online v31 tariff.

From the terms and conditions for v31 I understand I agree to be contacted about smart meter. There is nowhere in the contract saying I have agreed to install one. 10 days after switching my current tariff to v31, I received two text message from eon stated that "Hi, it's E.ON. When you signed up to your energy tariff you agreed to have a smart meter fitted."

I spend hours today to talk to both telephone customer service and online chat advisor. The first phone number I called is 0345 059 9905 from the welcome email. The advisor is very unhelpful. He insisted that I have to install a smart meter as condition of my contract. I asked him to review my contract and terms and conditions of v31 tariff. He said because he only deals with tariff through the phone, he has no access to v31 terms and condition. I requested to talk to someone who knows about this tariff and was given the usual number 0345 052 0000.

I called the number but didn't get much help either. The second advisor basically said the same thing. The whole conversation was very unpleasant. The advisor kept reading his copy of the terms and condition which says that I have agreed to install a smart meter by signing up to the tariff, and kept ignoring my comment that the copy I received doesn't have this sentence at all. He just would not listen to me at all. I asked him to send me his copy since it is different from what I have agreed. The request was refused with excuse that he has no access to my private data (email).

I contacted the live chat twice as well today. The result of the first conversation is that it can only be confirmed whether I have to install smart meter after my tariff starts.

In the second live chat I repeated the story today and told the advisor I would like to raise a complaint. The answer is "It is a business decision that one of the key terms of that tariff is to agree to get smart meters installed if eligible. What I’ll do is record a complaint on your account for feedback. Unfortunately as it was a business decision to have this condition as the principal term of that tariff, we won’t be able to progress the complaint any further. I will have to close the complaint, but we’ll have it noted for feedback to help improve our products and services." I requested email confirmation about the complaint and the decision and was told "The complaint will not get taken any further as it is a business decision for smart meters to be installed if eligible on that tariff."

I have wasted too much time with eon today and the customer service is just like a joke. With eon for 10 years now, maybe I was just lucky that I didn't need to contact the customer service in the past?

ppyim wrote: »

You will definitely waste your time based on my experience with eon customer service regarding smart meter installation.

ppyim wrote: »

Hope Malc could comment on this since not only one or two customers received this unprofessional customer service.

Hello ppyim and I'm sorry you've received conflicting information when you've contacted us about our Fix Online v31 tariff.

As per some of my earlier posts on this thread about our Fix Online products (examples #1373 - 30 Aug 19 & #1379 11 Sept 19), I can confirm version 31 is similar. You're right, customers on this tariff only agree to be contacted about smart meters. This forms part of the relevant T&Cs (section 11.1) as follows.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

Please ignore the text messages we've sent. Smart meters are optional and you can turn down our offers to fit them and stay on the tariff.

This hasn't always been the case with some past tariffs. Following customer feedback, we amended this policy and introduced term 11.1 to reflect this. Regrettably, some of our messaging is lagging behind and this is something I've raised here. I've raised it again today.

I've also asked for advisors in all channels to be re-briefed about this topic.

The T&Cs you received when you moved to this tariff are the right ones. They can also be seen on our website.

I'm sorry you had such a poor experience when talking to our advisors ppyim and thank you for staying with us for 10 years. Please let me know if you need any more details as happy to help.

Malc

liviboy

Hi Malc,

I posted this a few days on the other thread but in case it got lost or is more suited to here:

Quote:

Originally Posted by E.ON Company Representative: Malc View Post
Hello Mike and welcome to the Forums.

We're trialling updates to SMETS1 meters now. We're looking to start rolling out updates to customers whose meters have lost their smart features, including those fitted by another company and now supplied by us, within the next couple of months. Given the number of meters involved, the roll-out is expected to run through to December 2020.

Updates are done remotely and we'll be in touch with customers once we've made their meters smart again.

Hope this explains Mike.

Malc

Are you also upgrading customers who have since left EOn?

I.e. - They had EOn Smart Meters installed when they were customers but have since switched away to save money?

Clarification on this would be appreciated :-)

ollie88

E.ON_Company_Representative:_Malc wrote: »

Hello ppyim and I'm sorry you've received conflicting information when you've contacted us about our Fix Online v31 tariff.

As per some of my earlier posts on this thread about our Fix Online products (examples #1373 - 30 Aug 19 & #1379 11 Sept 19), I can confirm version 31 is similar. You're right, customers on this tariff only agree to be contacted about smart meters. This forms part of the relevant T&Cs (section 11.1) as follows.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

Please ignore the text messages we've sent. Smart meters are optional and you can turn down our offers to fit them and stay on the tariff.

This hasn't always been the case with some past tariffs. Following customer feedback, we amended this policy and introduced term 11.1 to reflect this. Regrettably, some of our messaging is lagging behind and this is something I've raised here. I've raised it again today.

I've also asked for advisors in all channels to be re-briefed about this topic.

The T&Cs you received when you moved to this tariff are the right ones. They can also be seen on our website.

I'm sorry you had such a poor experience when talking to our advisors ppyim and thank you for staying with us for 10 years. Please let me know if you need any more details as happy to help.

Malc

This is very interesting indeed, it pretty much disagree with everything i've been told on the phone.

You said to ignore the messages but i was told on the phone if i ignore them after 3 months i will be charged a £60 fee and moved onto the variable rate plan.

If customers like myself or ppyim call back up and speak to someone what can we do if the person we speak to sticks to the same thing they are saying and the supervisor refuses to take a complaint?

Former_E.ON_Company_Representative:_Malc

Terry98 wrote: »

Hi Malc

I am sure you may have been asked this before but here goes.....

I have just had my second bill from E.ON. It says 'You could save by switching to Fix Online v31'

Although I am already on a fixed rate I had seen that you do not charge a fee to switch tariffs so I thought I would apply online. They gave me a quote and I could not believe it was £50 MORE than my current rate so I did not go ahead.

I now understand the savings indicated on the bill are against your standard tariff and not my current tariff. My question is why do you not compare with my current tariff? I thought it was against MSE rules to take a standard tariff on any utility bill!

Hello Terry98 and it sounds like you were looking at the 'could you pay less' message.

This message is included on each bill we raise. It takes into consideration everything we know at the time including when a tariff ends and past usage. The calculation is industry wide and is based on a formula advised by the energy regulator. MSE aren't involved.

For instance, on a 1 year fixed deal with 9 months to go, we'll have based the calculation on 9 months usage at these fixed prices and 3 months on our standard rates (customers automatically go on to these when their tariff ends and if they take no action).

The 'could you pay less' message is an estimate rather than an offer. It's meant to act as a signpost to raise a customer's awareness of where it might be possible to save money. I totally appreciate, this isn't something a regular MSE user needs to be reminded of. The messages are aimed at our wider customer base, some of who aren't as actively engaged with their energy accounts.

As I say, we need to follow industry regulations when working out the details of these messages. It's always best to check our website and the independent Price Comparison sites when comparing tariffs.

You're right about exit fees. These don't apply when customers move from one of our products to another. There's also another tool existing customers can use when switching tariffs through our website. Switches can be delayed by up to 52 days. This lets customers go for a date in the future to coincide with the end date of a current tariff. No need to worry if the chosen tariff has been withdrawn from sale before the switch date. Once a future date has been selected, it'll be locked in and the switch will go ahead.

Hope this explains Terry98. Let me know if you need any more information as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

Futuristic wrote: »

Signed up last month to v7, I guess its not possible to get switched to Fix Online Exclusive v10?

I'm afraid not Futuristic.

Both tariffs are/were for new customers only. As a new customer, you were okay for v7. Now, as an existing customer, you won't be eligible for v10.

Hope this explains.

Malc

Former_E.ON_Company_Representative:_Malc

SnowMan wrote: »

Can you please confirm Malc whether a smart meter can be turned down when offered for the EON Fix Online Exclusive v10 tariff

A comparison using moneysupermarket comes with a message for this tariff which says

A comparison using the cheap energy club makes no mention of needing a smart meter in the 'tariff information' dropdown (whereas it does mention it for tariffs say from British Gas requiring a smart meter to be fitted) but then if you hover over the top pick wording you get wording saying

So conflicting information.

So the question is: If someone who doesn't have smart meters (and doesn't want them) switches from another company to the EON Fix Online Exclusive v10 tariff, when a smart meter is offered can they turn the smart meter offer down?

SnowMan wrote: »

They've now given me access to the terms and conditions

There is a general terms and condition (1.4.2) that says

But then there is a term later saying

So that seems to indicate that what then follows at 11.1 applies instead where it says

But this seems to say the same thing as the general conditions. The first sentence, despite the clumsy wording and lack of clear English, reads to me as an agreement to be contacted about the installation of a smart meter but doesn't preclude the customer from then saying 'no thanks'; if the wording was 'you agree to have a smart meter fitted and to be contacted about this happening' then of course that would be different. In the second sentence the word 'still' indicates that there are other scenarios than those mentioned where a customer may be eligible for the tariff, such as turning down a smart meter when asked.

Just to avoid later difficulties, I rang EON, read out that wording and they agreed my interpretation was correct, it was an agreement to be contacted about a smart meter, not a requirement that a smart meter is fitted to remain on the fix online exclusive v10 tariff. I was told the call was recorded so should be evidence if there is ever a problem.


I'd recommend anyone swapping to that tariff who doesn't want a smart meter fitted makes the same phone call as evidence of the meaning.

Hello SnowMan and the same applies as in my reply to ppyim (#1413) earlier today.

With the E.ON Fix Online Exclusive v10, you only agree to be contacted about smart meters. The relevant T&C is section 11.1 as follows.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

Smart meters remain optional and you can turn down our offers to fit them and stay on the tariff.

As you quote, section 11 of the T&Cs for this product says anything different in this section takes priority over our general T&Cs. Consequently, please ignore section 1.4.2 as section 11 takes priority as far as Fix Online Exclusive v10 is concerned.

Hope this explains SnowMan. Let me know if you need any more details as happy to help.

Malc

SnowMan

E.ON_Company_Representative:_Malc wrote: »

Hello ppyim and I'm sorry you've received conflicting information when you've contacted us about our Fix Online v31 tariff.

As per some of my earlier posts on this thread about our Fix Online products (examples #1373 - 30 Aug 19 & #1379 11 Sept 19), I can confirm version 31 is similar. You're right, customers on this tariff only agree to be contacted about smart meters. This forms part of the relevant T&Cs (section 11.1) as follows.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

Please ignore the text messages we've sent. Smart meters are optional and you can turn down our offers to fit them and stay on the tariff.

This hasn't always been the case with some past tariffs. Following customer feedback, we amended this policy and introduced term 11.1 to reflect this. Regrettably, some of our messaging is lagging behind and this is something I've raised here. I've raised it again today.

I've also asked for advisors in all channels to be re-briefed about this topic.

The T&Cs you received when you moved to this tariff are the right ones. They can also be seen on our website.

I'm sorry you had such a poor experience when talking to our advisors ppyim and thank you for staying with us for 10 years. Please let me know if you need any more details as happy to help.

Malc

That's a useful clarification. Thank you.

The

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter

wording is also the wording for Fix Online Exclusive v10.

I mentioned earlier that your customer services had confirmed I was only agreeing to be contacted and I could say 'no' when contacted and still remain on that tariff, so the message has got through to some of your customer services at least.

In the 'thanks for switching to us' letter I have also been sent there is a question

Does this tariff come with a smart meter? We'll contact you and offer you a free smart meter, if you're eligible for one

So again fine.

But there is also a section on that same communication that says

Your smart meter

Once your switch to us is complete, we'll be in touch to check your home is suitable to fit smart meters. If it is, we'll book you an appointment and once it's fitted, we'll leave you with an in home supply, so you can take control of the energy you're using

I think that communication needs to be updated to say, we can book you an appointment, not we will book you an appointment.



I don't have any problem with EON making smart meters compulsory for a tariff by the way, but where they are compulsory then that needs to be clearly and consistently stated from the initial signing up.

Former_E.ON_Company_Representative:_Malc

ianandsue77 wrote: »

Having a nightmare!! Trying to sign up for Fix online Exclusive v10. Energy club says must go to Eon site to sign up, but tariff is not showing on Eon site. Eon say must sign up for this tariff through the broker, it is not available through their own site. Can anyone help

Hello ianandsue77 and welcome to the Forums.

I'm sorry you've been having a nightmare signing up to our Fix Online Exclusive v10 tariff. This has been down to a technical issue we've been having with the Cheap Energy Club (CEC). I raised this with our tariff people who, in turn, took it up with MSE. I've just been told this has now been fixed.

Previously, as you experienced, customers using the CEC to switch to Fix Online Exclusive v10 were automatically taken to our website where this tariff isn't available. If you try now, this won't happen and you'll be able to choose this tariff if you wish.

Sorry for the nightmare ianandsue77 and hope this explains.

Malc

Former_E.ON_Company_Representative:_Malc

Gerry1 wrote: »

Switch with Which?

Thanks Gerry1. Which is one of the Price Comparison sites where our Fix Online Exclusive v10 is available.

Malc