Npower - bad customer service, share here.

JamesMason_2

I see they have just scored the worst average waiting times for customer service calls at 17 mins. Next up the table was not 6 minutes. Seems there is still trouble at ' mill.

Source I saw was based on research by consumer focus (or whatever they rebranded to) or Which.

Wywth

JamesMason wrote: »

I see they have just scored the worst average waiting times for customer service calls at 17 mins. Next up the table was not 6 minutes. Seems there is still trouble at ' mill.

Source I saw was based on research by consumer focus (or whatever they rebranded to) or Which.

...
In its defence, Npower said that at the time of the survey, in March, it was actively encouraging customers to call, prior to the closure of its contact centres for three days in April.

The company said it was disappointed, but was now trying to improve its service to customers.

"Since April, we've recruited an additional 150 people in our contact centres and our average call waiting time in May was under two minutes," said a spokesperson...

http://www.bbc.co.uk/news/uk-23327340

Parafira

JamesMason wrote: »

I see they have just scored the worst average waiting times for customer service calls at 17 mins. Next up the table was not 6 minutes. Seems there is still trouble at ' mill.

Source I saw was based on research by consumer focus (or whatever they rebranded to) or Which.

Where does 17 minutes come from, hmmm
If I call around 10am it is 20-25 minutes at best.

If it is after lunch it is around 40 minutes.

al78

After reading this thread I think I've dodged a bullet, I was intent on changing to Npower, however after agreeing to switch (via a compare website) on the 18th July, no welcome pack had arrived as of today, called their customer service to be told that the pack had only just been posted but would arrive after the 14 day cooling off period, therefore I would have no option to cancel if I changed my mind after reading the welcome pack, so I have cancelled the switch immediately, seems they don't really like playing by the rules etc.

I am currently with Atlantic, any good recommendations?

CRISPIANNE3

al78 wrote: »

After reading this thread I think I've dodged a bullet, I was intent on changing to Npower, however after agreeing to switch (via a compare website) on the 18th July, no welcome pack had arrived as of today, called their customer service to be told that the pack had only just been posted but would arrive after the 14 day cooling off period, therefore I would have no option to cancel if I changed my mind after reading the welcome pack, so I have cancelled the switch immediately, seems they don't really like playing by the rules etc.

I am currently with Atlantic, any good recommendations?

I am in the process of changing to them and am happy to proceed.

JenC

I'm also experiencing a great deal of pain with Npower. They've read and billed me for the wrong meter. The bill is over £1100 and 3 weeks later they have done nothing to sort it out. They won't accept my meter readings, even with photo evidence. They won't even tell me when the complaints team will contact me! I'm so angry with their bad attitude and can't wait to get this resolved and change supplier!

nPower

Good morning posters,

I have read this thread and can see that there are a few different complaints here.

I'm really sorry to hear about the problems that some of you have been experiencing.

As always, I'm here to help with anything that I can, so if you'd like me to take a look into your query, please email me (address is on my profile page) with all the details and I can see what I can do.

Kind regards,

Adam

Funkygibbon

nPower_company_representative wrote: »

Good morning posters,

I have read this thread and can see that there are a few different complaints here.

I'm really sorry to hear about the problems that some of you have been experiencing.

As always, I'm here to help with anything that I can, so if you'd like me to take a look into your query, please email me (address is on my profile page) with all the details and I can see what I can do.

Kind regards,

Adam

I've taken you up on your offer and emailed you.
Thanks.

downshifted

I am just back with Eon after an erroneous transfer (they never sent any of the paperwork) to NPower. I wouldn't touch them again with the proverbial bargepole! Customer service with Eon is already demonstrably better

paulo1888

The executive complaints team. The very name suggests that the complaint is at the highest level and receiving personal attention. They send me a letter apologising for the fiasco. Listen to this rubbish "Rest assured we're doing everything we can to resolve your issue and we will keep in touch with you as we work towards a resolution"
WRONG. They never ever keep in touch. The only time they respond is when you vent your anger on Social Media. The so called Executive Complaints team even managed to change my name to Mr Gilroy. My name is Mr Gillooly. Doesn't exactly inspire me with confidence.

Npower have been supplying my gas since February, and are unable to tell me anything about my usage or associated costs. I have a record of all correspondence to back this up. My case is currently with Ombudsman Services.