Dealing with NPower

someanonbloke

Hi, I'm sure I'm not alone here in wanting to vent some anger about nPower but I thought I'd give my story.

I've found them incredibly difficult to deal with when it comes to customer service i.e. meter readings, final bills etc.

It happens constantly and I end up wasting hours trying to get through to someone. More often than not, when I call, I get put on hold for 10 mins, and then get disconnected.

Furthermore, there are always issues with the meter readings, as I have a 2 tier meter and it's never clear which meter reading is Rate1 or Rate 2, and so I have to call them to submit the reads, but of course I can't get through to anyone. Also, they don't have an email service and so I can't even submit queries online because of course that'd mean someone would have to read the damn thing. Very clever managerial practice.

Furthermore, when I went to the Ofgem site, in the hope of submitting some sort of complaint about nPower, there was all sorts of clever newspeak around the site about how they don't deal with complaints?!?!?! So, unless, I'm mistaken, Ofgem receive public money to "monitor" the energy sector, but don't actually deal with complaints from the public???

Bluebirdman_of_Alcathays

someanonbloke wrote: »

Hi, I'm sure I'm not alone here in wanting to vent some anger about nPower but I thought I'd give my story.

I've found them incredibly difficult to deal with when it comes to customer service i.e. meter readings, final bills etc.

It happens constantly and I end up wasting hours trying to get through to someone. More often than not, when I call, I get put on hold for 10 mins, and then get disconnected.

Furthermore, there are always issues with the meter readings, as I have a 2 tier meter and it's never clear which meter reading is Rate1 or Rate 2, and so I have to call them to submit the reads, but of course I can't get through to anyone. Also, they don't have an email service and so I can't even submit queries online because of course that'd mean someone would have to read the damn thing. Very clever managerial practice.

Furthermore, when I went to the Ofgem site, in the hope of submitting some sort of complaint about nPower, there was all sorts of clever newspeak around the site about how they don't deal with complaints?!?!?! So, unless, I'm mistaken, Ofgem receive public money to "monitor" the energy sector, but don't actually deal with complaints from the public???

npower are going through meltdown, who only knows when it'll end. Lots of people are leaving them; the promise of a better price is ultimately meaningless when you have to spend so much time and energy dealing with their mistakes.

You're correct about OFGEM, they're the state appointed regulator, not a consumer group. The energy ombudsman acts as the intermediary between consumers and energy companies.

scaredofdebt

nPower are aiming to be #1 for customer service by 2015.

This is not an April's Fool.

http://www.npower.com/rwenpowercr/5_community_investment_and_employee_engagement/5_2_human_resources_management/5_2_1_organisational_change.html

anneliza

It would be great to have ANY customer service from Npower.

someanonbloke

I called them today (at lunchtime!) and hardly had to wait. I got through to someone and he dealt with my issue very quickly. Wow!!! Let's hope it lasts..