EON FIT Team - Email Problem

Seanymph

well done you - I spoke to a nice lady yesterday myself who confirmed i'd been paid (or would be) who ALSO said that she could do it outside the 7 day window if it was their fault.

Unlike the blokey I spoke to to begin with.

So if they HAVE missed your payment push hard - it can be done.

Seanymph

I have revised this thread to say - IT'S HAPPENED AGAIN!

Once again I sent my reading - once again I got an acknowledgement - once again I've phoned up two weeks later and they have no record of it.

I am now being told they can process a retrospective payment at any time as long as the reading was taken within the 14 day window.

But blimey - you should be able to send it, get an automated reply and trust that it will happen.

Every damned quarter I phone two weeks later and have to submit it verbally to get my money.

Is it a ruse to keep the money longer do you think? it's driving me potty.

Anyway - if you have submitted to EON and heard nothing for goodness sake phone them.

jimjames

If you're not happy then move to British Gas!

Their system is via a webpage so you don't need to worry about emails getting lost and payment is within 7 days despite being a cheque posted out.

The_Green_Hornet

jimjames wrote: »

If you're not happy then move to British Gas!

Their system is via a webpage so you don't need to worry about emails getting lost and payment is within 7 days despite being a cheque posted out.

Crikey, you would have to be very unhappy if moving to British Gas was the solution.:)

Former_E.ON_Company_Representative:_Malc

Hi Seanymph

I'm sorry you've had another issue with the FIT readings you emailed to us.

I've just been talking to our FIT team and there haven't been any issues similar to those you had in August last year.

Acknowledgement emails are sent out automatically virtually straightaway. However, depending on the amount of emails received, it can take varying amounts of time to process.

I suspect the problem you had may have been down to human error.

Going forward, I know we're looking at automating this service further. This is to reduce such errors, increase the reliability of the process and to cut the time between entering readings and receiving payment.

I'm afraid, there's no time frame on this at the moment. It's still in development and could be quite a few months away.

Sorry again for the hassle.

Malc

jimjames

The_Green_Hornet wrote: »

Crikey, you would have to be very unhappy if moving to British Gas was the solution.:)

I can't see why - pay fast and efficient service? No brainer to me.

At least that's for FITs, I wouldn't use them for supply

zeupater

E.ON_Company_Representative:_Malc wrote: »

Hi Seanymph

I'm sorry you've had another issue with the FIT readings you emailed to us.

I've just been talking to our FIT team and there haven't been any issues similar to those you had in August last year.

Acknowledgement emails are sent out automatically virtually straightaway. However, depending on the amount of emails received, it can take varying amounts of time to process.

I suspect the problem you had may have been down to human error.

Going forward, I know we're looking at automating this service further. This is to reduce such errors, increase the reliability of the process and to cut the time between entering readings and receiving payment.

I'm afraid, there's no time frame on this at the moment. It's still in development and could be quite a few months away.

Sorry again for the hassle.

Malc

Hi Malc

I would have thought that having identified a 'human error' which resulted in a process (/quality) failure, any decent organisation would have a system in place to investigate with an intent to prevent it happening again through process improvement.

In this case, it's not really rocket science to audit the e-mail acknowledgements against FiT payments and have a fallback of auditing registered accounts with 'non-payments' against the e-mail receipts/acknowledgements.

Is E.ON an ISO900x registered organisation? .... if so, I'd suggest that the FiT team talk to the quality systems department well before the next assessment ....

..... 'poka-yoke' - you know it makes sense ....

HTH
Z

The_Green_Hornet

jimjames wrote: »

I can't see why - pay fast and efficient service? No brainer to me.

At least that's for FITs, I wouldn't use them for supply

E.on provide a fast and efficient service - for me anyway - so as you say no brainer.

But cheques, seriously? British Gas need to move into the 21st century.

Seanymph

Eon HAVE got it right - in November obviously for me - they are now pleasant on the phone and you can get through.

But obviously there is a system error if you can receive an acknowledgement email and no processing is taking place.

I would not, ever, go to British Gas (thanks for the tip though) - but think that to rely on an automated service that doesn't work could easily cause people financial problems (people like me perhaps who knew it was coming in and have budgeted around it arriving?).......

So, again, I'm just giving the heads up.