Add your feedback on energy supplier Extra Energy

Biggles

fussypensioner wrote: »

But your feedback is not about EE and you are not reporting about how you are finding them, you are just denigrating customers comments about their unhappy experiences with EE.

No, that's untrue. Once or twice maybe, in response to some of the more rabid comments, but (unlike some) I have tried to keep my comments factual and unemotional. And they aren't always uncritical either, as you're suggesting.

footyguy

fussypensioner wrote: »

... I originally was querying why "Footyguy" chose to believe that complaints on this forum were somehow not true and if he was not a customer why add comments. ...

My comment that you quoted was my feedback of this company based on their (lack of) customer support they indicated to me in their response to me they posted on the thread earlier.

fussypensioner

Biggles wrote: »

No, that's untrue. Once or twice maybe, in response to some of the more rabid comments, but (unlike some) I have tried to keep my comments factual and unemotional. And they aren't always uncritical either, as you're suggesting.

Now who's being rude. My dictionary describes "rabid" as irrationally extreme in opinion or practice" That is an unfair critique of the people posting their experiences of the treatment from EE on this thread. You are also insinuating that some of them are not factual and they are emotional. Well maybe they are, some people cope with stress better than others. Admittedly your comments are not like this because you are (smugly) happy (at the moment) with EE.:j Long may it last for you. Next time you drop into this forum, please remember the postings here are about EE not about criticising peoples contributions.

As this thread has now resorted to in-fighting I will not be replying to you any more.

chas1999

fussypensioner wrote: »

As this thread has now resorted to in-fighting I will not be replying to you any more.

Can we just keep this on topic, i.e about EE whether negative or positive.

Personally I'd love to hear from anyone who has:

A. Had a 6-monthly bill, on time and accurate.
B. Had a 12-monthly bill, likewise
C. Had their Direct Debit amount revised downwards and the new amount taken out.
D. Left EE in debit and has had a request to pay what they owe, the right amount that is.
E. Left EE in credit and had their overpayments refunded. I know only of MABLE.

If they have 400,000 customers surely there must be someone.

I don't want to hear from people who are just happy to keep paying without a bill. I was like that until I required some action from their CS dept.

footyguy

chas1999 wrote: »

...If they have 400,000 customers surely there must be someone...

Can I ask where that figure comes from?

My understanding is that they have only been in business for 12 months. There are suppliers out there who have been trading over 10 times that period and still only have about 25% the amount of customers you suggest.

Edit: Presumably from this unsourced post
http://forums.moneysavingexpert.com/showpost.php?p=68218824&postcount=1480

Imho, a supplier that has only been trading 12 months would be doing well if it had attracted just 4000 customers.

I know of one small supplier that launched 2 years ago and after 12 months barely had 500 customers. Now after 24 months, they still have less than 5000 customers.

(Actually accounts rather than customers, but I won't split hairs over that It would, for example, include customers with more than one account and more importantly, customers/accounts who may have since left/no longer exist)

Edit 2: There is another 'small' supplier that we cannot mention here but was founded over 10 years ago that does have about 500,000 customers today ...but that was because nPower sold them most of these about 18 months ago.

Hoopie1

footyguy wrote: »

Can I ask where that figure comes from?

My understanding is that they have only been in business for 12 months. There are suppliers out there who have been trading over 10 times that period and still only have about 25% the amount of customers you suggest.


Edit: Presumably from this unsourced post
http://forums.moneysavingexpert.com/...postcount=1480

Imho, a supplier that has only been trading 12 months would be doing well if it had attracted just 4000 customers.

I can't precisely verify that figure but they are always at the top of the switching sites, hence their growth is massive and in terms of sheer size they are one of the largest independent suppliers, along with First Utility and Ovo. They are adding customers at a rate of knots.

I can assure you that in terms of accounts (so one dual fuel customer is two accounts) they'll be closer to 400,000 than 4,000.

footyguy

Hoopie1 wrote: »

I can't precisely verify that figure but they are always at the top of the switching sites, hence their growth is massive and in terms of sheer size they are one of the largest independent suppliers, along with First Utility and Ovo. They are adding customers at a rate of knots.

I can assure you that in terms of accounts (so one dual fuel customer is two accounts) they'll be closer to 400,000 than 4,000.

I'd feel much more assured if you could give some form of verificational link to your assertions.

Extra energy have never been at the top of any comparison site for me (see my earlier post in this thread)

e.g. Ovo was launched in 2009, yet by last summer still only had 350,000 customers, 50% of which they had gained within the previous 6 months
http://www.thisismoney.co.uk/money/smallbusiness/article-2718319/Energy-upstart-Ovo-takes-Ofgem.html

First Utility was founded in 2008, yet despite "consistently high growth, which has seen a ten-fold increase in customer numbers in under three years" still only had 550,000 customers as at Sept 2014
http://www.first-utility.com/million-account-milestone

In October 2013, "First Utility had service issues when it was inundated with more than 100,000 new customers in one month."
http://www.thisismoney.co.uk/money/bills/article-2767213/Warning-waiting-times-contacting-energy-supplier-First-Utility-rise.html

(I'm pretty sure that was the time the big 6 were rocketing up their prices)

gt94sss2

chas1999 wrote: »

EE have not being going long so I expect there would be very few complaints to Nov 2014. I bet it's different now.

Extraenergy Complaints performance

Regards
Sunil

gt94sss2

Have to say that we switched to Extraenergy in September - and haven't received a bill yet - though I am prepared to wait a month or two - as it may have been October before the switch completed.

However, a word of praise - we put in an incorrect meter reading in online - sent them an email this weekend and they replied today via email correcting the reading (correct reading already showing online)

Am also waiting for the £12 rebate to be refunded - you may recall I was the first to post about it here - though I haven't asked EE about it...

Regards
Sunil

footyguy

gt94sss2 wrote: »

Extraenergy Complaints performance

Regards
Sunil

Q4-2014
No. of complaints received = 1360
No of complaints received per 100,000 customers = 725

So if I understand correctly, that makes less than 200,000 customers they have.

As they only had about 30% of that number of customers in the previous quarter, and only about 30% of that number in the quarter before that, that may well explain their current customer service issues. i.e. they have experienced a 10-fold increase in customers in 6 months.