Flow Energy - anyone switched?

momist

JSR wrote: »

My 'welcome pack' was sent by email.

@JSR. Yeah, I just realised that the "Welcome Letter" attached to the last pair of emails says inside it that this IS the Welcome Pack. That's where I took the unit rates from.

Two things:

1. Why don't the energy companies just advertise their unit rates instead of all this estimated consumption business? Why should it be different for different regions anyway?
2. Why do they all run separate accounts for a dual fuel deal? I get two emails from Flow for everything they send to me, one for gas one for electricity. If it is dual fuel, they would not be difficult to combine. The main problem with the Flow emails is that they carry the exact same label, and you have to read them to find out if it is about the gas or electricity.

Ah well, things do seem marginally better than five/ten years ago when all the miss-selling and anti competitive practices were rife.

Wywth

momist wrote: »

@JSR. Yeah, I just realised that the "Welcome Letter" attached to the last pair of emails says inside it that this IS the Welcome Pack. That's where I took the unit rates from.

Two things:

1. Why don't the energy companies just advertise their unit rates instead of all this estimated consumption business? Why should it be different for different regions anyway?
2. Why do they all run separate accounts for a dual fuel deal? I get two emails from Flow for everything they send to me, one for gas one for electricity. If it is dual fuel, they would not be difficult to combine. The main problem with the Flow emails is that they carry the exact same label, and you have to read them to find out if it is about the gas or electricity.

Ah well, things do seem marginally better than five/ten years ago when all the miss-selling and anti competitive practices were rife.

The ebico website has a good explanation as to why electricity (and some gas) suppliers charge diiferent rates for different regions
https://www.ebico.org.uk/customer-care/faqs#vary

You have two accounts with dual fuel because you have 2 meters for 2 different supplies. What's more you may decide to move 1 of those supplies.
Despite this, presumably Flow only take one monthly total DD payment from you? (at least that's how most suppliers work)

pickoftheday

So, some good reports for Flow Energy so far, everything looks and sounds promising.

Wywth

pickoftheday wrote: »

So, some good reports for Flow Energy so far, everything looks and sounds promising.

Yes, based on a sample of 2 customers who probably haven't even been with them for a week yet ...

JSR

Wywth wrote: »

Yes, based on a sample of 2 customers who probably haven't even been with them for a week yet ...

True, the real test of a company's customer service is how they deal with problems. Though replying to run of the mill emails in a few hours instead of a week has got to be a good sign.

melstin

JSR wrote: »

True, the real test of a company's customer service is how they deal with problems. Though replying to run of the mill emails in a few hours instead of a week has got to be a good sign.

They never replied to the two emails I sent to their customer services, over 4 days, where I was querying the excessive direct debit amount FE were demanding from me.

Their clear lack of interest in a new customer annoyed me so much that I cancelled the switch. The following day, FE finally emailed me to say they'd "tried to call", which is not true, because there is always someone at home.

My current suppliers are expensive, but at least their customer services is very good.

stef73

Im due to join them on 11th june had my welcome letter but they are only asking for my gas readings on the 11th, but im switching both i emailed them friday asking about this got the auto response from them friday and im still waiting for a answer. If they dont respond to a email i will send again i dont think i will let the switch happen.

momist

@stef73&melstin.

Interesting lack of response to emails. I confess I never tried that way of communicating with them myself, as I was hoping for two-way dialogue each time I contacted them. Their phone response has always been satisfactory for me, but your experience doesn't bode too well.

MillicentBystander

The problem with minnows in this industry when they offer a great deal will always be coping with the influx of new customers. Far too early to tell yet so let's see how they are doing a few months down the line. But good luck to them, the more companies that enter this industry the better it should be imo. From what i have read this new initiative should have been launched to work in tandem with the 'revolutionary' boiler the holding company have in development but that has experienced yet another delay in its route to market.

pickoftheday

The more choice for the consumer the better IMO.

I would be prepared to give them the benefit of the doubt if it meant the 'big six' were released of their stranglehold on the sector.

Far more 'more established' suppliers still can't get their customer service right, while I say newcomers should be allowed to make the odd hiccup as part of their learning curve.

More choice = a fairer market.