Add your feedback on energy supplier Zog Energy

molerat

E-mailed to switch. They must be slowing down, I had to wait 18 minutes for a reply

I have calculated that my 18 day bill up until today would have been £3.56 cheaper on the new Saturn so I will easily cover the exit charge over the coming 6 months.

youravinalarrrf

molerat wrote: »

E-mailed to switch. They must be slowing down, I had to wait 18 minutes for a reply

You're right it only took 11 minutes for my reply yesterday. They're slacking!

I'm not used to this level of efficiency at Extra Energy 1 earth minute = 1 whole week!

Do you know if you get a new welcome letter/contract and final bill when changing tariffs or does the change of tariff just appear on your next monthly statement with both old and new tariffs listed together?

Moireach

Your tariff is just "renewed". I had a statement emailed followed by an email saying "We have renewed your tariff".

Moireach

In other words, like everything else, it is quick, straight-forward and painless. My (short-lived) experience with First Utility was the opposite in every respect.

molerat

Me 09.44 : Please change my tariff.
Zog 10.02: Query - OK but you will be charged £30 ?
Me 10.04: Yes I know, go ahead.
Zog 11.05: Tariff changed from today.

ExtraEnergy take note

When I renewed last year I had a bill at the usual beginning of the month for only half the month on the old tariff. The following month's bill was for one and a half months on the new tariff.

youravinalarrrf

@ Moireach and molerat

Thanks for the replies.

I've just received the "Zog Energy - We have renewed your tariff" email confirming they have "renewed my tariff", the effective date and the reduction in direct debit amount.

For anyone else wondering the same Zog have also confirmed that there's no second welcome letter and that I will receive 2 statements in December covering November (1 covering the dates before the switch and 1 covering the dates after the switch) and the credit balance just stays on the account.

All very customer friendly and very efficient - I'm just so not used to this at all.

....and now a direct debit amendment email has arrived.

Moireach

Everything is just rapid. I really hope they can keep all of this up and they avoid over complicating things. I thought an online portal and app was essential until I joined Zog. Now I know they are just gimmicks if you can do it all ten times better via email.

i8change

Agree with the above posts. Moved Gas from Ovo who were good but Zog are even more impressive, especially for e-mail contact.

For me the new Saturn 12 tariff is not much more expensive than Mercury 12, but without exit fees and you can just keep moving to the new, cheaper, Saturn 12 tariff as prices drop.

Just have to keep your eye on it, occasionally, and ask, which is pretty quick and painless by e-mail.

No wonder they rated so highly on the Moneysavingexpert poll.

Gas with Zog, Electric with Ovo is my perfect, cheap and trouble free setup.

abbeyscruffy

It's no surprise to me that Zog gets the highest service ratings compared to any energy supplier out there. I have found them excellent in the short time I have been with them.

I was very lucky. They brought the Saturn tariff out, just before I became a new customer, so although I'd signed up for Mercury 12, I was able to switch to Saturn 12 or new Mercury 12, free of charge. At that point Saturn 12 was £10 per annum dearer than Mercury 12 but I wanted the freedom of switching in future. This was a wise move on my part because I have been able to switch to both the 5th November & now also, the 17th November version of Saturn 12.

Since I opted to switch to Zog for gas in mid September, I have now saved £120 p.a compared to my previous & fairly competitive fixed tariff with my old supplier. I'm a high gas user, being retired & at home all day with the heating on. So it has been a win-win all round switching to Zog. Great customer service & big savings too. :j

System

I applied to switch to Zog 8 days ago. I got a very quick response asking me for my meter number which I provided. I then received an e-mail stating that Zog would now initiate my switch. Since then - silence. No Welcome Pack or tariff contract information. I emailed them this morning but have yet to hear back. With Christmas almost upon us, I can only really give them until Monday before cancelling the switch. I just hope that they haven't been imbibing too much Christmas spirit.

Edit:

The problem seems to be that my gas is transported via an IGT. Until Zog has received something back from the IGT, it doesn't want to issue any Welcome Letter. They HOPE to hear something on Tuesday. I have gently pointed out that rather than me having a 14 day cooling off period, I have effectively got 2 days to review the offer terms. In my various switches over the years, I have never encountered this type of issue before.

Edit 2. My argument that a 14 day cooling off period requires a contract to have any meaning has been accepted and I know have the information that I require. My guess is that Zog's procedures are based on non IGT transfers, and may need revision. Happy so far.