Scottish Power now apparently don't have a call queue?!

martin2345uk

Trying to contact SP about getting a large credit refunded - they are open till 10pm tonight, but after calling them and going through the usual selections, it says:

"All our advisers are dealing with other customers. You may wish to email us at blah blah blah. If not please try again later."

and then it hangs up!

They introduce an 0800 number so I don't actually mind being in a queue, but then remove the queue facility?

I hate this company so so much so my judgment is probably a bit clouded, but I just fancied a good old whinge!

Pincher

Assuming they get 5p a minute by keeping you on hold previously using a 0845/0844/0870 type number, it made sense to keep you holding. This presumably tied up BT's network capacity, but no big deal as you are paying for it.


I think there was a new rule where retailers can't make money from 0845/0844/0870 type numbers, and have to provide a low cost alternative. On an 0800 number, BT's network capacity is still occupied, but presumably Scottish Power now has to pay for every minute you are on hold. This means there is actual intelligence at work behind the Scottish Power madness.


I now revise my previous hypothesis where the Scottish Power call centre is manned by mindless zombies. I now suspect there is a blood sucking vampire running the whole show, with direct report to the Prince of Darkness Himself.

Bubblebath

martin2345uk wrote: »

Trying to contact SP about getting a large credit refunded - they are open till 10pm tonight, but after calling them and going through the usual selections, it says:



and then it hangs up!

They introduce an 0800 number so I don't actually mind being in a queue, but then remove the queue facility?

I hate this company so so much so my judgment is probably a bit clouded, but I just fancied a good old whinge!

There is a call back facility on their website
https://www.scottishpower.co.uk/account/click2call.process?execution=e1s1

maas

I've had that message when ringing up. I think its so they can avoid putting more call numbers on their call waiting stats. They also have a magical random "hang up" on customer whilst you are in the queue. Which I again suspect this is another way fiddling the stats.


The call back feature (whilst it may have been well intended) is poorly managed. Almost on every time slot you select you are told its "unavailable". As I suggested on another thread, why not simply show the "available" time slots so that customers are not spending 10 minutes clicking on each 15 minute time slot only to be told they are all unavailable.

On the one occasion I was successful in requesting a call back, there was no one at the end of the phone, just a messaging system. It seems the "system" calls you back and then you go into the queue like a fresh caller.

martin2345uk

Bubblebath wrote: »

There is a call back facility on their website
https://www.scottishpower.co.uk/account/click2call.process?execution=e1s1

Indeed there is, I've made use of it twice in the past, sadly on neither occasion did they call

Andy_WSM

martin2345uk wrote: »

I hate this company so so much so my judgment is probably a bit clouded, but I just fancied a good old whinge!

It's a shame there aren't other companies you could move to really.

Oh, wait...

Bubblebath

martin2345uk wrote: »

Indeed there is, I've made use of it twice in the past, sadly on neither occasion did they call

You don't seem to have much luck with this company do you?
Are you sure you gave the right number as they've always called me back when I requested one (when I was a customer)

Have you tried their complaints procedure?
http://www.scottishpower.co.uk/pdf/HandlingEnquiryComplaint


Or maybe in your instance, just follow the advice by Andy_WSM

joncombe

Bubblebath wrote: »

There is a call back facility on their website
https://www.scottishpower.co.uk/account/click2call.process?execution=e1s1

Yes have you ever tried to use it though? Whenever I have, no one calls back.

martin2345uk

Andy_WSM wrote: »

It's a shame there aren't other companies you could move to really.

Oh, wait...

I'm already in the process of switching! Was onto it as soon as the fixed deal ran out!

NeverInDebt

I have had same problem. Once my fixed tariff runs out I will be moving from them

martin2345uk wrote: »

Indeed there is, I've made use of it twice in the past, sadly on neither occasion did they call

Pincher

NeverInDebt wrote: »

I have had same problem. Once my fixed tariff runs out I will be moving from them

Oh good. If you are forming an escape committee, count me in.


Number 6.