Add your feedback on energy supplier Sainsbury’s Energy

pete7708

Just got the MSE newsletter with this little nugget in it.......


Did you switch to the Sainsbury's Energy MSE collective switch? For most it's gone well, but some have told us of struggles to contact its customer service, plus meter reading issues. If so we've help for you. Sain sbury's MSE tariff FAQ.



So I click on the link for the help and............


"Whoops! Sorry, you've landed on a page that doesn't exist!"





Just about sums it up really.:T

Pepper2006

I have been experiencing the same problems as others.
3 accounts, request for meter reading for gas not electricity though I am a dual fuel customer and long waiting times for calls to be answered (over 25 mins - I'm glad they are paying for the call and not me.) Apparently, they have had 90,000 people switch rather than the expected 20,000. Why couldn't they have anticipated such numbers considering the readership of the MSE Newsletter.

davethorp

pete7708 wrote: »

Just got the MSE newsletter with this little nugget in it.......


Did you switch to the Sainsbury's Energy MSE collective switch? For most it's gone well, but some have told us of struggles to contact its customer service, plus meter reading issues. If so we've help for you. Sain sbury's MSE tariff FAQ.



So I click on the link for the help and............


"Whoops! Sorry, you've landed on a page that doesn't exist!"





Just about sums it up really.:T

Correct link to the FAQ

http://www.moneysavingexpert.com/cheapenergyclub/helpquestions

colmac71

Switched to Sainsbury's too recently, supplied meter readings twice, few days later got the usual e-mail "we are having trouble" so decided to call them...and again spent 25 minutes on the phone waiting for them to answer.

Ben_H

Switch made for both fuels on 3rd March.
Gas letter arrived 10th March.
Elec letter arrived 17th March.
I have only been asked to provide a starting meter reading for Gas.
I have been trying to call them since Monday 16th, but there is always a long wait of 30 to 35 minutes. I have tried different times of the day.
I have just rung again, with a 15 minute wait. The phone stopped playing the answer message, rang and then I was cut off.

They have already started taking payments for the electricity and I haven't given a meter reading yet.

Not impressed so far

MSE_Dan_L

colmac71 wrote: »

Switched to Sainsbury's too recently, supplied meter readings twice, few days later got the usual e-mail "we are having trouble" so decided to call them...and again spent 25 minutes on the phone waiting for them to answer.

Unfortunately it isn’t possible to provide your opening meter readings online, although this should have been made clearer to you. Instead, these need to be provided over the phone, via Sainsbury's Energy's automated line 0800 107 4985 (so you won't need to queue). Rather annoyingly, Sainsbury's Energy is sending out letters that imply it only needs a meter reading for one fuel – so make sure you give both.

When you give your meter reading you'll need what's called your Meter Point References. These numbers don't change when you move suppliers, so if you can't find this on a letter from Sainsbury's, the number you need is on any previous energy bills.

• The electricity number (MPAN) has 13 digits, no letters and might be called your supply number
• Your gas number (MPRN) has 6-10 digits, no letters and might be referred to as your M number

We’ve also put together a help page, covering the some of the key questions which have been flagged about the switch, which you might find useful:
http://www.moneysavingexpert.com/cheapenergyclub/helpquestions

mrbobsy

MSE_Dan_L wrote: »

Unfortunately it isn’t possible to provide your opening meter readings online, although this should have been made clearer to you. Instead, these need to be provided over the phone, via Sainsbury's Energy's automated line 0800 107 4985 (so you won't need to queue). Rather annoyingly, Sainsbury's Energy is sending out letters that imply it only needs a meter reading for one fuel – so make sure you give both.

Gave my Gas readings 2 weeks ago after receiving the letter, then read today that they actually meant both Gas and Electricity.

I thought the automated system was slow 2 weeks ago but it's even worse now.

The automated lady asks for you to press a key, which I press then get ignored as "she" really doesn't want me to press anything until after "she" has finished speaking. Okay, I now get the silence concept, but then "she" asks me to press 1, which I do 9 or 10 times before "she" finally hears me.

I get ignored enough at home

hollie.weimeraner

I initiated the switch on 26th February and had confirmation via a Sainsbury's letter about a week later. Since then I have heard absolutely nothing. Beginning to wish I had stayed with EON looking through this thread.

djpleasure

Update, i eventually got a call back, nothing new, woman apologised and reiterated the same thing the BG media spokesman is saying on here. No signs of improvement, no estimated time of fixing the issues. No gesture of goodwill. What I can answer to those who wanted to know, this is from the email following my phone conversation:

"I could arrange to transfer your supply back to your previous supplier , as an erroneous transfer, please note this can take up to 10 to 12 weeks.

If you wish to change supplier and we receive a withdrawal notice within the next two weeks then I will be able to withdraw the cancellation fee."

Well yes i will be switching, and no i will never go on an MSE recommendation again, as now i am faced with weeks of hassle switching again

zoltane41

Only received a letter about gas, not electricity. Phoned them to query this - had to wait 25 minutes before an advisor answered.
He told me that it was progressing and they would use an estimate for electricity.
My main usage is electricity, not gas - he told me that the National Grid worked out the estimate. I thought the National Grid just provided electricity via the lines, didn't know they did meter readings!
I will have to phone again and insist they take a reading from me.
They seemed surprised at the take up through Martin Lewis deal.