Changing supplier away from British Gas

Badzena

Hi All,

Recently I have started the process of changing my supplier for dual fuel. The Energy Club regularly found that my cheapest supplier would be Scottish Power, so I started the process.

Last night, whilst eating dinner, I received a call from a very stroppy, keep our customers, customer service agent.

He asked why I was changing supplier, and I told him that it was because SP's unit costs were cheaper, and there was no fee if I wanted to change in the future. He then told me he would beat SP's unit cost, and would waive the get out fee for my contract. I suggested that if they could lower the unit cost for me, then why can't they lower their unit costs for everyone. He couldn't answer, but got angry at me. He would ask me a question, and wouldn't let me answer. Everytime I started to speak, he shouted over me, still insisting that if I stay with British Gas, he could beat SP's unit costs etc.

Ok, I really didn't have an opinion one way or another about British Gas, and really only changed because of the savings to be made. But after hearing what this guy had to say, and his attitude, if that is how they try and keep customers who are leaving, !!!!!!?

Just thought I'd let you know of my experience.

Meadows

Have you contacted their customer services to complain?

macman

Unit costs are just one factor. Having the lowest unit costs does not mean that that supplier will give you the lowest bills. There are too many other variables.
The only figure that matters is the annual total cost.

Badzena

Meadows wrote: »

Have you contacted their customer services to complain?

No I haven't. I am in customer service, and just sometimes you get someone on the other end of the phone who you just don't 'gel' with. I don't wanna loose the guy his job, but... I think that;s what happened, but I'm more annoyed that if they can offer to lower prices for me, then why not all?

macman

Possibly because your 'lower prices' have to be subsidised by someone else's higher prices?

Fire_Fox

Badzena wrote: »

No I haven't. I am in customer service, and just sometimes you get someone on the other end of the phone who you just don't 'gel' with. I don't wanna loose the guy his job, but... I think that;s what happened, but I'm more annoyed that if they can offer to lower prices for me, then why not all?

Why would he lose his job, wouldn't he get a much needed informal chat or verbal warning? Remember he will be speaking to (bullying and frightening) vulnerable customers such as ones with mental health issues or the elderly not just strong ones like you.

I don't see how that is just 'not gelling' - you called him very stroppy, angry and shouting! Nor is that a regular customer service person, retentions are generally more like sales. Please report this he won't change otherwise.