npower hometeam please do not waste your time or money

ihateyes

citykid5 wrote: »

thank you for pointing this out but I do not think this applies to a missed appointment for a service

Very true, this would be for a meter problem.....

No harm in asking CityKid.... they might just give you something.

DawnW

Point taken about elderly people maybe having priority etc, but I assume Citykid5 had to take two wasted days off work due to this poor service?

citykid5

ihateyes wrote: »

Very true, this would be for a meter problem.....

No harm in asking CityKid.... they might just give you something.

I don't even think its worth wasting my breath asking for a goodwill payment. it really is a shambolic company who advertise a product that they cannot deliver

dantheman1975

citykid5 wrote: »

I don't even think its worth wasting my breath asking for a goodwill payment. it really is a shambolic company who advertise a product that they cannot deliver

Having read this I don’t mean to sound callous but even if the engineer didn’t attend because he was fixing some old dears boiler because she had no heating, was handing food parcels out to the homeless or was saving some puppies from a burning building, it doesn’t detract from the fact that he failed to attend appointments that had been pre arranged and the company made no effort to advise you of this.

N Power are as bad as the rest of them, ring their customers services and tell them at the outset that you are recording the call (even if you’re not ) explain what inconvenience the matter has caused and any lost wages, usage of holidays ect, the missed appointments have cost. At the very least they should offer the guaranteed standard payment award for each occasion, if they do offer this raise the matter that they also did not offer it within the time limits set out in their charter which allows you a secondary payment.

If this doesn’t yield a result, fire off an email to [EMAIL="elizabeth.gibson@npower.com"]elizabeth.gibson@npower.com[/EMAIL] (N Power’s head of executive complaints) expressing your outrage at the situation and threaten to go to the ombudsman or the county court if necessary.

They’ve messed you about, return the favour and get some compo for their incompetence

C_Mababejive

The truth of the matter is that their service is too cheap and it is unsustainable at that price point. They have too few engineers who are run rugged and the quality of their engineers is variable. Bottom line,pay cheap..get cheap..

citykid5

dantheman1975 wrote: »

Having read this I don’t mean to sound callous but even if the engineer didn’t attend because he was fixing some old dears boiler because she had no heating, was handing food parcels out to the homeless or was saving some puppies from a burning building, it doesn’t detract from the fact that he failed to attend appointments that had been pre arranged and the company made no effort to advise you of this.

N Power are as bad as the rest of them, ring their customers services and tell them at the outset that you are recording the call (even if you’re not ) explain what inconvenience the matter has caused and any lost wages, usage of holidays ect, the missed appointments have cost. At the very least they should offer the guaranteed standard payment award for each occasion, if they do offer this raise the matter that they also did not offer it within the time limits set out in their charter which allows you a secondary payment.

If this doesn’t yield a result, fire off an email to [EMAIL="elizabeth.gibson@npower.com"]elizabeth.gibson@npower.com[/EMAIL] (N Power’s head of executive complaints) expressing your outrage at the situation and threaten to go to the ombudsman or the county court if necessary.

They’ve messed you about, return the favour and get some compo for their incompetence

thank you for that. I totally agree. sounds like you'v had similar experiences with company that promise in their headline adds something that they can rarely deliver,AND QUIET FRANKLY DON'T GIVAATOSS. as for the lost wages or holidays I don't think that will wash as i'm retired, no excuse I know I've still been inconvenienced. I think the best approach is to spread the word about this SHABBY co to as many people as possible. hoping that one day they will do what it says on the tin:T

citykid5

C_Mababejive wrote: »

The truth of the matter is that their service is too cheap and it is unsustainable at that price point. They have too few engineers who are run rugged and the quality of their engineers is variable. Bottom line,pay cheap..get cheap..

it's there decision to offer a below par service at a market average price. SPREAD THE WORD UNTIL THEY EITHER FIX IT OR GET OUT OF THIS MARKET:beer:

dantheman1975

citykid5 wrote: »

thank you for that. I totally agree. sounds like you'v had similar experiences with company that promise in their headline adds something that they can rarely deliver,AND QUIET FRANKLY DON'T GIVAATOSS. as for the lost wages or holidays I don't think that will wash as i'm retired, no excuse I know I've still been inconvenienced. I think the best approach is to spread the word about this SHABBY co to as many people as possible. hoping that one day they will do what it says on the tin:T

Fully appreciate your point, I had a run in with n power last year over charging issues, this led to a 5 month fight during which their engineer failed to attend three times in a row… that alone cost them over £200 in compensation (I’ll dig out the transcript of the call, it’s interesting reading lol) like any company they make putting in a complaint a long and arduous process in the hope that many will loose faith and cease chasing it.

In the event you fancy some fun, I’ve put a draft email below, you just need to fill in the blanks account number / address ect, and send it off to Elizabeth Gibson… it’s not guaranteed as I don’t know if you get your supply form n power and I can’t see in the t&c’s if boiler cover is omitted from the guaranteed service, but for the cost of an email, who knows they may see the error of their ways and send an apology and a cheque… have some fun J

Dear Ms Gibson

Re: Home Cover Policy no. XXXX

On XX February this year I purchased your Central Heating Home Cover Policy after being impressed by the literature I had observed.

Whilst setting up this cover I was advised, as noted in 9.1 of your terms & conditions, that an engineer would undertake an initial inspection of my appliance to ensure that the appliance is safe and operating efficiently and meets the eligibility criteria as set out in the terms and conditions of the agreement.

Thirty days after beginning the agreement I had not received any communication from N Power requesting an available date to perform this inspection so I called N Power to arrange an access time was that suitable. An engineer was scheduled to attend on 1 May 2013 however despite my contacting your company first thing in the morning to double check the appointment, your engineer failed to attend and I was not notified of any reason for this non attendance.

I once again contacted your company, the operator was very apologetic for the engineer non attendance and a second appointment was scheduled for 23 May 2013. However once again the engineer failed to attend and once again I was not advised by N Power that the engineer would not be attending, nor was any reason offered why the engineer did not attend.

I have looked into this matter and have been advised that in line with your Guaranteed Standards, which are regulated by Ofgem, each of these failed appointments warrants a compensation payment of £20. As I was not advised by your company within the stated 10 days of my entitlement tot hese payments, in line with the Guaranteed Standards this entitles me to afurther £20 for each occasion.

I look forward to receiving your compensation payment of £80 within ten working days to cover the issue of failed appointments and waste of my time. If for any reason you challenge the validity of my complaint, please feel free to advice me without haste at which point I will involve the Ombudsman Service.

Regards

XXXXX

citykid5

thanks will give it a try and let you know their responce

ihateyes

dantheman1975 wrote: »

I have looked into this matter and have been advised that in line with your Guaranteed Standards, which are regulated by Ofgem, each of these failed appointments warrants a compensation payment of £20. As I was not advised by your company within the stated 10 days of my entitlement tot hese payments, in line with the Guaranteed Standards this entitles me to afurther £20 for each occasion.

This is actually incorrect....

OFGEM do not regulate the boiler agreement.
The £20 per missed appointment relates to missed appts concerning engineers coming out to inspect/change meters.