ExtraEnergy going the extra mile

DuncanEH

Maybe it's because its a friday afternoon, or maybe because my football team haven't lost (yet) this week, but i've just had an amazing call with a utility company.

Go steady i hear you cry!! It's true!!

I found ExtraEnergy on one of the comparison sites after reading about their cheapest tariffs in the press and gave them a call.

I called for both business and home and couldn't believe the attention to detail and how polite they were. They were also based here in little old england which was nice.

This seems to be a great new company that actually values (and dare i say actually likes) their customers. I was blown away by how far the guy went to help.

My issue was that i had three electric and 4 gas meters on a commercial property we have, and never really knew which was which......(it's a very old building!)

He was on the phone with me until we were sorted, even giving me time to go and photograph the actual meters, email photos to him, and then he called me back after he'd checked them all so there were no errors in my writing of serial numbers down. He even called me at exactly the time he said he would!!! I didn't have wait by the phone from midday and midnight!! (are you starting to see why this was a good day). He spoke with the network when needed AND got me onto the cheapest rate i could have ever hoped for.

I normally put off calling a utility company until i've had at least one or two stiff drinks and have lost the will to live...only then have i been ready to face them.......until now...... I've got to say that the guy at ExtraEnergy was a pleasure. A human being no less!! How many times have i sat waiting on hold for someone to eventually hang up on me, treat me like a nuisance for daring to call, or simply thinking of me as an 'account'.

Thank you ExtraEnergy, and thank you to Darrol Nickolson (not sure if i'm allowed to mention names but he deserves a 'well done'). You have changed my perception of utility companies AND saved me money.....

....ever thought of going into insurance, banking and mobile.....PLEASE PLEASE consider it.....i'd switch tomorrow....and i'd enjoy the call!!:rotfl:

Bark01

My perception of single post commentators who are full of praise for a particular company hasn't been changed by this.

MABLE

DuncanEH wrote: »

Maybe it's because its a friday afternoon, or maybe because my football team haven't lost (yet) this week, but i've just had an amazing call with a utility company.

Go steady i hear you cry!! It's true!!

I found ExtraEnergy on one of the comparison sites after reading about their cheapest tariffs in the press and gave them a call.

I called for both business and home and couldn't believe the attention to detail and how polite they were. They were also based here in little old england which was nice.


This seems to be a great new company that actually values (and dare i say actually likes) their customers. I was blown away by how far the guy went to help.

My issue was that i had three electric and 4 gas meters on a commercial property we have, and never really knew which was which......(it's a very old building!)

He was on the phone with me until we were sorted, even giving me time to go and photograph the actual meters, email photos to him, and then he called me back after he'd checked them all so there were no errors in my writing of serial numbers down. He even called me at exactly the time he said he would!!! I didn't have wait by the phone from midday and midnight!! (are you starting to see why this was a good day). He spoke with the network when needed AND got me onto the cheapest rate i could have ever hoped for.

I normally put off calling a utility company until i've had at least one or two stiff drinks and have lost the will to live...only then have i been ready to face them.......until now...... I've got to say that the guy at ExtraEnergy was a pleasure. A human being no less!! How many times have i sat waiting on hold for someone to eventually hang up on me, treat me like a nuisance for daring to call, or simply thinking of me as an 'account'.

Thank you ExtraEnergy, and thank you to Darrol Nickolson (not sure if i'm allowed to mention names but he deserves a 'well done'). You have changed my perception of utility companies AND saved me money.....

....ever thought of going into insurance, banking and mobile.....PLEASE PLEASE consider it.....i'd switch tomorrow....and i'd enjoy the call!!:rotfl:

The customer service as always very polite and helpful and give excellent lip service. However it's the companies infrastructure thats the problem or lack of it.

Also not good to put someones full name on a public site however pleased you are.

DuncanEH

I must admit to never having commented on a utility company bank or insurer before on these forums. I read reviews but have never felt sufficiently aggrieved or impressed to go through the process of registering and inflicting potentially more spam to my email (although martins log in process seems pretty good at allowing me to politely decline hearing from their carefully chosen third parties!!)

Apologies if I've mentioned the guy's name and shouldn't have. I just have a view that we all tend to name and shame when we get bad service, so shouldn't we do the same when we get good service?

I'd much prefer a thread on these forums of suppliers where positive experiences were shared so we'd know who out there may go above and beyond the call for their customer. That would be a great read.

How about it then. I new thread where we can all name and praise those companies that do more than we expect.....it may be a short list but it'd give companies an aim!!

P.s my good mood from yesterday is likely to be ruined just after 3pm when the Uks worst championship club kick off......the curse of being born in the wrong region!!

LandOfConfusion

DuncanEH wrote: »

I found ExtraEnergy on one of the comparison sites after reading about their cheapest tariffs in the press and gave them a call.

[...]

This seems to be a great new company that actually values (and dare i say actually likes) their customers. I was blown away by how far the guy went to help.

My experience so far has been somewhat different.

I handle the switching for both my Mum and elderly Nan and although my Nan's application has been fine my Mum's one is having a few problems.

So far they were very slow to send me the initial welcome email/opening meter reading request and when it did eventually arrive neither the password nor the account number worked. I've tried sending them a message though their website and about a week after that I emailed their customer service department. Now it's been yet another week with no reply nothing.

Today I got another automated email from them requesting my Mum's opening meter readings. It included this line:

"We’ve attempted to contact you on a number of occasions without success."

Somehow I don't think so.

And to make matters worse it's now too late for them to give my previous provider, First Utility, the final readings. :mad:

So as I'm now back on nights and about to go to bed I'm going to email them again today and if I don't get a reply I'll call them on Monday.

Lets see what happens.

James

When I first became a customer of EE April this year, I said that I required monthly bills (when I submit my readings). They said this would be available when their billing page became available. Seven months later, the billing page is still unavailable. I haven't had one bill from them.


I've been promised call backs which haven't happened. To say I'm hacked off with EE is an understatement.

chanz4

I really dont believe it, for one npower managers are running it that were made redundant. and for two they cant bill correctly lol

extraenergy

LandOfConfusion wrote: »

My experience so far has been somewhat different.

I handle the switching for both my Mum and elderly Nan and although my Nan's application has been fine my Mum's one is having a few problems.

So far they were very slow to send me the initial welcome email/opening meter reading request and when it did eventually arrive neither the password nor the account number worked. I've tried sending them a message though their website and about a week after that I emailed their customer service department. Now it's been yet another week with no reply nothing.

Today I got another automated email from them requesting my Mum's opening meter readings. It included this line:

Somehow I don't think so.

And to make matters worse it's now too late for them to give my previous provider, First Utility, the final readings. :mad:

So as I'm now back on nights and about to go to bed I'm going to email them again today and if I don't get a reply I'll call them on Monday.

Lets see what happens.

Hi LandOfConfusion

I'm sorry you've had a lack of correspondence from us. If you email me at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] with your full name, contact details and account number I'll look into this for you. Also, if you’re working nights, let me know a good time to contact you so as I don’t want to disturb you.


Thanks

Attiya

extraenergy

James wrote: »

When I first became a customer of EE April this year, I said that I required monthly bills (when I submit my readings). They said this would be available when their billing page became available. Seven months later, the billing page is still unavailable. I haven't had one bill from them.


I've been promised call backs which haven't happened. To say I'm hacked off with EE is an understatement.

Hi James


I’m sorry youwere told that you’d be able to receive monthly bills. Currently we onlyoffer six monthly billing. If you provide monthly meter reads these willbe taken into account when your bill is generated. As soon as your billis ready you’ll receive an email from us, so you can log onto the portal andyour bill will be available to download as a PDF.


I’m alsosorry we’ve not called you back when we agreed to. If you could email me at [EMAIL="blogresponse@extraenergy.com"]blogresponse@extraenergy.com[/EMAIL] with your full name, contactdetails and account number I'll look into this for you.


Thanks

Attiya

LandOfConfusion

extraenergy wrote: »

Hi LandOfConfusion

I'm sorry you've had a lack of correspondence from us. If you email me at [...]

Hi Attiya,

Thanks for getting in touch but I think we've solved it today. My Mum & I called your customer service line and after being on hold for a couple of minutes got though and discovered that there was no online account set up, even though the first account which I had set up for my Nan was working properly(?!).

Anyway my Mum was able to supply the meter readings over the phone and she now has online access so a result. :j