Add your feedback on energy supplier So Energy

So_Energy

kes_65 said:

So_Energy said:

kes_65 said:

burntwood said:

Put your details into the comparison site you found it on, and it will tell you if you are eligible for it.
It is NOT available direct from the supplier.

It's on MSE energy club amongst others. 
On Energy club, if you are an existing customer it states you can't sign up through them  (new customers only ) and displays the ' Go to site'  button which redirects to So Energy Web site , which as you said, will NOT   offer the much better  'ESSENTIALS'  Artichoke  tariff .
I liked So Energy for treating new AND existing customers the same but now it appears they are going the same route as the big providers (prefering new customers ).
What a shame. I suppose I'll have to leave when my contact ends.
Would the company representative like to comment ??

Hello kes_65

Thank you for your message and apologises for the delay.

So Energy have recently released 2 tariffs.

The ‘So Artichoke’ tariff is available through both price comparison and So Energy website. This is available for both new and existing customers. This is also available to existing customers when renewing with So Energy. This tariff is for a 12-month period.

The ‘So Artichoke Essential’ tariff is only available via price comparison websites and is for a 12-month period. This is for new customers only as this will help us compete with other suppliers. This tariff is not available to existing customers that are looking to renew with us.

We do understand your comments and would like to help. Please get in touch with our Customer Care Team so that they can offer a satisfactory solution to you.

Regarding your recent statement, ‘So Artichoke Essential’ tariff is an introductory rate for new customers via selected Price Comparison Websites, so it is not ‘publicly’ available, this is why it’s not shown on the cheaper bill messaging. Please consider that advertising Price Comparison Website exclusives on bills is not an Ofgem requirement.

Please get in touch by either calling us on 0330 111 5050, using our live chat service or email our Team on help@so.energy as we are keen to provide a suitable solution to you.

Thanks

So Energy Team

FYI 
I DID email you  and received an email back 5July. Katie did NOT  offer   "a solution "   apart from  sorry to hear you're leaving. 
( I responed late to your  above reply  due to illness)
See email  copy below from Katie. 
--------------------------------------------

Hello 

Thank you for your email regarding our tariffs.

Please accept my apologies for the delayed response.

Our Core tariff is the standard one which reflects the current rise in energy prices. In order for us to endeavour to build a customer data base and encourage new  customers we had to reach out to the Comparison sites to reach a wider market and to do this we created a slightly different tariff absorbing the cost ourselves.

We are not favouring new customers, and I'm sorry to hear you are planning to switch.

If you have any further questions, please feel free to get back in touch. You can email us at any time at help@so.energy or give us a call on 0330 111 5050 (Monday to Friday, 9am to 5pm).

Kind regards

Katie

--------------------------------------------
Your current Banana renewal tariff is approximately 10 %  more than the   Essentials for the new customers .
Also the renewers don't burden you with the comparison website referral fee.

As soon as my 49 days is reached , I'll find a  better tarrif because  your "solution " didn't  really  exist 

Hello kes_65

Thank you for your message and sorry to hear about your experience with us.

We believe our So Banana tariff for existing customers is competitively priced, and we compare this tariff against every energy deal available to make sure we fulfil our promise to always being one of the best value energy providers.

I understand your comments and appreciate your feedback – this has been passed onto the relevant department for their consideration.

Thanks

Jas

So Energy Team

So_Energy

Patr100 said:

Seems to me obvious , that a 10% cheaper tariff (with SO admitting to absorbing the cost ) unless it is clearly available to existing users, is favouring new customers, despite the denial.

Hello Patr100

Thank you for your message.

So Energy do have a tariff available to new customers only via price comparison sites – this is to help us compete with other suppliers. Our tariff for existing customers is competitively priced and is regularly reviewed against the market.

Thanks

Jas

So Energy Team

Patr100

So_Energy said:

Patr100 said:

Seems to me obvious , that a 10% cheaper tariff (with SO admitting to absorbing the cost ) unless it is clearly available to existing users, is favouring new customers, despite the denial.

Hello Patr100

Thank you for your message.

So Energy do have a tariff available to new customers only via price comparison sites – this is to help us compete with other suppliers. Our tariff for existing customers is competitively priced and is regularly reviewed against the market.

Thanks

Jas

So Energy Team

So despite what kes_65 was told by your staff, yes, we are correct in saying the other tariff favours new customers compared with existing  and is not available to all - 

bristolleedsfan

Being as not everybody who uses Forums uses Twitter, I not really a Twitter person myself, sounds like taking steps to doing the right thing re existing customers who ask about changing to So Energy Comparison Site exclusive tariff, those who are not So Energy customers are potential future existing customers 

So Energy seem to be saying whether someone uses dearer tariff rate direct from its website or cheaper rate via comparison site both are "great rates"

https://twitter.com/SoEnergyUK/status/1297853296468688896

Taken from https://www.so.energy/   "You'll never need to bother with comparison websites again, With us, there's no need to worry about whether you've picked the wrong tariff. Our fixed rate tariff is simple, straightforward and great value. We monitor the market to ensure that we're keeping things competitive, and if we're not one of the lowest-priced out there, we'll change our tariff so that we are"

So_Energy

bristolleedsfan said:

Being as not everybody who uses Forums uses Twitter, I not really a Twitter person myself, sounds like taking steps to doing the right thing re existing customers who ask about changing to So Energy Comparison Site exclusive tariff, those who are not So Energy customers are potential future existing customers 

So Energy seem to be saying whether someone uses dearer tariff rate direct from its website or cheaper rate via comparison site both are "great rates"

https://twitter.com/SoEnergyUK/status/1297853296468688896

Taken from https://www.so.energy/   "You'll never need to bother with comparison websites again, With us, there's no need to worry about whether you've picked the wrong tariff. Our fixed rate tariff is simple, straightforward and great value. We monitor the market to ensure that we're keeping things competitive, and if we're not one of the lowest-priced out there, we'll change our tariff so that we are"

Hello bristolleedsfan

Thank you for your message.

I appreciate some other users have commented previously, so I am hoping to respond to those with this reply.

It was unfortunate that kes_65 was not given the solution that they were hoping for. So Energy are trying to compete with other suppliers, and we have recently introduced an exclusive tariff to new customers. Many other providers offer this type of tariff and this exclusive tariff is available via price comparison websites.

We do believe our fixed tariff for existing customers is of great value and our advisors are there to help our customers make their informed decision when renewing.

Thanks

Jas

So Energy Team

kes_65

Thanks bristolleedsfan  for extracting some facts  out of So Energy  through the medium of twitter.

If it wasn't for your help I'd still be in the dark while Twitter user @alexbloor was getting his  "satisfactory resolution "
 
It appears unless you are on twitter / Facebook  ( which I'm not ) you hit a brick wall.

Why couldn't SO staff member Katie have explained the mysterious  "solution ". Instead of just batting me off via email  5 August. 

The responses from Jas  below wasn't much help either. 

"I understand your comments and appreciate your feedback – this has been passed onto the relevant department for their consideration".

AND

"our advisors are there to help our customers make their informed decision when renewing."

To SO  representative :

If I phone up do I need  to reference  SO twitterer Laurence's  replies , to get the so called "satisfactory resolution " ??

I'm not risking "computer says no" again. 

 To bristolleedsfan 👍

cod3

Thank you all the MSE folk here (and the Twitter guy) who mentioned the "new customers only" tariff.  I am an existing customer and when I called today to discuss my forthcoming renewal to Banana,  I said I knew about Essential Banana   and  was offered that instead.  My direct debit will be dropping by £24/m.  Have just received my welcome pack and am over the moon 

cod3

Here is my review of So Energy:  I am going into my 2nd year with them.  They were easy to switch to.  100% renewable energy.  Their website is clear and easy to understand.  The customer service people are pleasant and knowledgeable -  the first person to answer the call will deal with your query - no complicated switchboard.  I don't need a smart meter.  They occasionally review you are paying the correct amount on your direct debits based on usage so meter readings should be submitted regularly or they may bump up your direct debit.  See my above post about switching deals.  So far I am happy with So Energy and would recommend them 

So_Energy

kes_65 said:

Thanks bristolleedsfan  for extracting some facts  out of So Energy  through the medium of twitter.

If it wasn't for your help I'd still be in the dark while Twitter user @alexbloor was getting his  "satisfactory resolution "
 
It appears unless you are on twitter / Facebook  ( which I'm not ) you hit a brick wall.

Why couldn't SO staff member Katie have explained the mysterious  "solution ". Instead of just batting me off via email  5 August. 

The responses from Jas  below wasn't much help either. 

"I understand your comments and appreciate your feedback – this has been passed onto the relevant department for their consideration".

AND

"our advisors are there to help our customers make their informed decision when renewing."

To SO  representative :

If I phone up do I need  to reference  SO twitterer Laurence's  replies , to get the so called "satisfactory resolution " ??

I'm not risking "computer says no" again. 

 To bristolleedsfan 👍

Hello kes_65

Thank you for your message.

I appreciate you feel our solutions have not been helpful, I again apologise for this.

We don’t believe you need to rely on other channels like Twitter or Facebook to receive the help you require. We aim to help all our customers with their queries regardless how they get in touch with us. 

I understand I have mentioned in the past to reach out to us so that we can discuss this further, I can only comment that we can try to help solve your query.

I would recommend you getting in touch with us at complaints@so.energy as we are keen to help you.

Thanks

Jas

So Energy Team

So_Energy

cod3 said:

Here is my review of So Energy:  I am going into my 2nd year with them.  They were easy to switch to.  100% renewable energy.  Their website is clear and easy to understand.  The customer service people are pleasant and knowledgeable -  the first person to answer the call will deal with your query - no complicated switchboard.  I don't need a smart meter.  They occasionally review you are paying the correct amount on your direct debits based on usage so meter readings should be submitted regularly or they may bump up your direct debit.  See my above post about switching deals.  So far I am happy with So Energy and would recommend them 

Hello cod3
Thank you for your kind feedback - we truly appreciate it   
Glad to hear your query was resolved to your satisfaction and thanks for staying with us!
Thanks
Jas
So Energy Team