First Utility new customers beware of atrocious service

croissantneuf

With all the rush to join First Utility, watch out for their customer service. It is atrocious. They don't seem to bother with any pretense of customer service. You'll get chased with all their computer generated stuff, but there is no human contact at all, afaict.

I have been waiting over a month for a reply to an email question; increasingly angry follow-up emails are also ignored. It's impossible to get through by phone; I've given up after 30 minutes each time. But, surprise, when I ring as a new customer they respond in 20 seconds. But won't take comments even though I threatened to quit.

My complaint was that they didn't switch me to a fixed rate tarriff when they said they would, made worse by the fact that the fixed rate tarriff turns out to be more expensive than the one I'm currently on - a bit sharp, don't you think.

Now I've been a customer for 2 years (ac 370558), always paid on time, but have become increasingly frustrated at their grasping at new business without taking care of customers.

And I've discovered that there are better options so, as usual, I'm travelling in the opposite direction to the herd.

penrhyn

Why the rush to be FU'd by FU.
FU are cheap for a reason.

G_M

croissantneuf wrote: »

My complaint was that they didn't switch me to a fixed rate tarriff when they said they would, made worse by the fact that the fixed rate tarriff turns out to be more expensive than the one I'm currently on -.

Surely you should be pleased! They left you on the cheaper rate!

(unless of course the fix was for a longer period on the more expensive tariff- quite likely)

abidk

As everyone has already stated, the customer service is bad.

Don't bother signing up for the sake of saving a few quid. If you ever need to contact them then expect 40mins+ queue times. You'll be transferred to other useless department that have no idea how to help you.

croissantneuf

I finally got a reply. Took 30 days to get back to me - with an email that said [Homer voice] sorry it took so long but we've been busy and glad to see you spoke to one of our customer reps [/homer voice]

Well, FU, I spoke to a customer service rep who did nothing. Looks like he's there to do nothing just answer the phone. So I told him I was leaving. Couldn't even manage that. So I replied to the email and told them I was leaving. Almost immediately got a reply saying they were sorry I wasn't going ahead with my transfer to them.

If I could be bothered, I'm tempted to stay and see how much more I can get wrong.