Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

Browntrout wrote: »

Yes regarding the Eon call centre(s) I've been round and round listening to banal condecending messages and finally getting answered, confirming my address and DoB only to be told I've dialled the wrong number.

That is shocking customer service.

I haven't dialled the wrong number, I am speaking to someone from E.ON and they cannot help me!

They only have a few variations on a theme called utilities in the residential market, its not rocket science .

I think the only answer is to just switch online and get cash back whilst you're at it.

Executive managers at EON should perform blind shop testing and try out their own "services", they might learn a thing about how badly they are set up.

I can handle this as I'm IT literate and still bothered to waste my time. Lots of folk aren't and EON and others are ripping them off big style. Imagine what 80 year olds are going through.

I agree Browntrout. It's not good enough. Please see above (post #932).

Sorry for the inconvenience we've caused you too.

Malc

[Deleted User]

E.ON_Company_Representative:_Malc wrote: »

In the meantime, there are other ways to contact us which might save you the hassle of waiting on the phone. There's our relatively new online Live Chat service. Advisors are online from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays.
On the same website page, there's a link to our email service.

Yes Malc, a few times I looked, there was no one available on Live Chat. I have now located the email address at the top of page
https://www.eonenergy.com/for-your-home/contact-us
This has enabled me to send them an email with my suggestions for improving their call centre operation as mentioned on here.

E.ON_Company_Representative:_Malc wrote: »

I do like your suggestions. Specifically, a way to turn off the same message, details of where you're at in the queue and a call back service. These have been discussed before but are still on the back burner. I'll use your post to give those responsible a kick.

Thanks. In the last couple of days, after finally getting through to them, I persuaded an agent to make some enquiries on my issue and arranged a call back from them at a mutually convenient time. I got two call backs over two days and it worked well for both sides. It saved me the usual huge wait on the phone listening to recorded messages. They admitted they couldn't understand why the management doesn't encourage innovations like this as a way of helping customers.

Former_E.ON_Company_Representative:_Malc

Deleted_User wrote: »

Yes Malc, a few times I looked, there was no one available on Live Chat. I have now located the email address at the top of page
https://www.eonenergy.com/for-your-home/contact-us
This has enabled me to send them an email with my suggestions for improving their call centre operation as mentioned on here.

Thanks. In the last couple of days, after finally getting through to them, I persuaded an agent to make some enquiries on my issue and arranged a call back from them at a mutually convenient time. I got two call backs over two days and it worked well for both sides. It saved me the usual huge wait on the phone listening to recorded messages. They admitted they couldn't understand why the management doesn't encourage innovations like this as a way of helping customers.

Glad we were able to help through the call backs you mention picks and thanks for sending in your suggestions. As promised on Tuesday, I've used this thread to give a boost to similar plans currently on the back burner. Hopefully, the advisor you spoke to will add their tuppence worth and we'll be able to improve the customer experience when phoning our Contact Centres.

Thanks again picks.

Malc

[Deleted User]

@malc / helen

Why oh why are your call centres now ringing customers who have made it clear that they don't want a smart meter installed?

If its not multiple emails and written letters, am I now to face a barrage of phone calls asking to replace a perfectly good and within date meter for a not very smart meter?

I did make clear to the operative that I didn't see the need to install the v1 meters and asked that my records are clearly marked as such. He did ask why and I explained clearly why so hopefully he can set it such that I will not be bothered again.

Although he did then say they would be in touch in a few months, at which point I told him that I very much doubted that I would be a customer as my tariff is coming to an end and EON are no way near to being competitive.

Former_E.ON_Company_Representative:_Malc

gsmlnx wrote: »

@malc / helen

Why oh why are your call centres now ringing customers who have made it clear that they don't want a smart meter installed?

If its not multiple emails and written letters, am I now to face a barrage of phone calls asking to replace a perfectly good and within date meter for a not very smart meter?

I did make clear to the operative that I didn't see the need to install the v1 meters and asked that my records are clearly marked as such. He did ask why and I explained clearly why so hopefully he can set it such that I will not be bothered again.

Although he did then say they would be in touch in a few months, at which point I told him that I very much doubted that I would be a customer as my tariff is coming to an end and EON are no way near to being competitive.

Hello gsmlnx and I'm sorry you feel we're badgering you about smart meters. There's a button on our systems that advisors can use to opt customers out of our Smart Programme. This is what the advisor you spoke to will have used to opt you out and stop unwelcome contact.

We're committed to offering smart meters to all our residential customers by 2020 and are using several different methods to let customers know about this commitment. As well as by phone, this includes letters, emails, social media posts and TV/media advertising.

The later SMETS 2 smart meters are due to come on stream this autumn. With this being such a significant change, it's something we need to make our customers aware of and is why our advisor will have mentioned contacting you again in a few months. Although, if you're no longer with us, this won't happen as your new supplier will take over the commitment to offer smart meters.

Sorry again for the unwelcome contact.

Malc

[Deleted User]

@Malc

I was surprised by the phone call as I had requested email only contact in my contact preferences. Also they rang on the evening only contact number during the day! Makes one question why you fill in these details if they just get ignored.

Anyway I've fired off a complaint as it seems that EON call centres are not following the customer's wishes.

Former_E.ON_Company_Representative:_Malc

gsmlnx wrote: »

@Malc

I was surprised by the phone call as I had requested email only contact in my contact preferences. Also they rang on the evening only contact number during the day! Makes one question why you fill in these details if they just get ignored.

Anyway I've fired off a complaint as it seems that EON call centres are not following the customer's wishes.

Really sorry about this gsmlnx. As you've expressly told us not to phone you, we shouldn't have done this and you're right to complain. We'll investigate what went wrong and make sure the contact preferences on our system match your instructions so it doesn't happen again.

Malc

Browntrout_2

What is it about Smart Meters that they arent that smart so cant be reprogrammed or reassigned to another provider. My parents have a two year old oroperty with a Landis (property of EON) meter and even EON cant do much with it now. So this is essentialy a scam which no doubt we are all paying thru the nose for like your neighbours FiT and windfarms.

Former_E.ON_Company_Representative:_Malc

Browntrout wrote: »

What is it about Smart Meters that they arent that smart so cant be reprogrammed or reassigned to another provider. My parents have a two year old oroperty with a Landis (property of EON) meter and even EON cant do much with it now. So this is essentialy a scam which no doubt we are all paying thru the nose for like your neighbours FiT and windfarms.

Hello Browntrout and this is something the industry is working to sort. You're right, at the moment, your parents could see changes to their smart set up if they change supplier. It's likely their meters will revert to a traditional or dumb type. They may need to be read manually as they won't be able to send readings remotely. Also, their In House Display will no longer show usage in pounds and pence although they'll continue to give this in kWh.

This is temporary until all suppliers use a centralised database through the Data Communications Company (DCC). This will look after the Smart network for all energy providers including sending readings to the current supplier. The aim is for customers to be able to switch supplier without losing smart capability. Additionally, we're looking to introduce the new SMETS 2 meters later this year. These will help too.

Malc

MCGONIS

I have now signed over two electricity accounts to them from Iresa. Cant wait to see the back of that lot. As Eon seem to be very helpful on here, I am so glad I moved. IRESA want closing down. The concept of providing a product at whatever price, involves having a customer service to deal with the product. Iresa don't have that. GOOD RIDDANCE.