British Gas - Idiots!

cjS_3

UPDATE!! I think I am finally getting somewhere, after emailing Centrica, I have been given the number of a 'specialist team' who I am led to believe can help me!!!
DER DER DERRR DE DE DERRR DER DE DE DEERRRRR DE DE DE DEERRR
IF NO ONE ELSE CAN HELP, AND IF YOU CAN FIND THEM, CALL THE A TEAM!!!

Watch this space!!!

cjS_3

One Word!! Muppets! I Got Through To The Flamin Muppetts Again!!! Arrrgggghhhh!

Terrylw1

Probably best that you go the energywatch route then since they are just passing you around. Energywatch will send it to their complaints team (probably the one you are having problems with!!!) but they will monitor them for a resolution in a timeframe and keep on their back.

Suppliers get judged based on how many complaints they generate to Energywatch and monthly performance tables are sent to all Suppliers so they can compare each other. So, the more oyu up their complaints, the more Energywatch focus on them improving their service.

cjS_3

VICTORY!!! AT LEAST SWEET VICTORY IS MINE!!! NEVER GIVE IN!!!
I found the direct email address for the CEO, he replied within the hour, saying he would get some one to look into it. Later the same day a nice lady from the "Cheif Executives Office" emailed to apologize and gave me wanted I wanted!!
GO TO THE TOP TO GET ACTION!!!

dodgy_damo

cjS, any chance of you posting that email address, or PM'ing me?
I've had untold dramas with BG, first with my gas meter, now with replacing the rotten backboard on my electricity meter. Call centre loves passing the buck, ring back in 5 mins and get another answer jobby!
heres my thread:
http://forums.moneysavingexpert.com/showthread.html?t=565190
Thanks (I totally understand your frustration):mad:

Terrylw1

dodgy_damo wrote: »

cjS, any chance of you posting that email address, or PM'ing me?
I've had untold dramas with BG, first with my gas meter, now with replacing the rotten backboard on my electricity meter. Call centre loves passing the buck, ring back in 5 mins and get another answer jobby!
heres my thread:
http://forums.moneysavingexpert.com/showthread.html?t=565190
Thanks (I totally understand your frustration):mad:

This one was posted a few weeks back on another thread:

Phil Bentley
Managing Director
British Gas
Millstream
Maidenhead Road
Windsor
Berkshire SL4 5GD

cjS_3

www.cooectotel.com/marcus/ceoemail.html

for

loobylou2

Please don"t criticise the staff who work at British Gas. I have worked for this company for 5 years now and although we have had problems with standards of Customer Service the company is working to try and improve both standards of service and the standards of training that staff receive. Did you know for instance that it now takes an average of just 37 seconds to get through to us on the phone!!! We all do our very best to help customers we deal with to the best of our abillities but some of the processes we have to deal with are complex in the extreme. It is incredibly hurtful and demoralising to be on the receiving end of so much criticism and abuse all the time. Instead of criticising us so much people should begin to think about all the times we actually manage to help them, a bit more praise and a little less criticism would go a long way in helping to resolve some of the problems BG has had because its not nice to feel that you are being constantly criticised all the time when you are trying to help people.

Terrylw1

loobylou2 wrote: »

Please don"t criticise the staff who work at British Gas. I have worked for this company for 5 years now and although we have had problems with standards of Customer Service the company is working to try and improve both standards of service and the standards of training that staff receive. Did you know for instance that it now takes an average of just 37 seconds to get through to us on the phone!!! We all do our very best to help customers we deal with to the best of our abillities but some of the processes we have to deal with are complex in the extreme. It is incredibly hurtful and demoralising to be on the receiving end of so much criticism and abuse all the time. Instead of criticising us so much people should begin to think about all the times we actually manage to help them, a bit more praise and a little less criticism would go a long way in helping to resolve some of the problems BG has had because its not nice to feel that you are being constantly criticised all the time when you are trying to help people.

Hi Lou,

The issues that are discussed in many cases on this board are made worse by the staff mentioned. This is not confined to BGas, you will see others mentioned all over this board. BGas have more customers, hence they tend to have more problems and complaints.

I was in this sector for years (not BGas, although I have dealt with them as a Supplier) so I know where you are coming from. I'm sure you have also been confronted with lots of incompetant people within the company as I was within mine. Like any business. I also remember how pathetically managed a lot of the poor soles were within these places.

I would suggest that you don't take it personally. If someone was complaining about you, fair enough but the issues on a lot of these threads point to absolute incompetance from staff to management and up.

There is absolutely no excuse for how customers have been treated in many of these threads. In many cases, just getting through to someone who knew what they were doing would have stopped all the hassle the customer has had.

I'm sure a lot of people on this board will be happy you are on here being able to offer some inside advice to help them tackle their issues with their Supplier inc BGas. I've seen my old company on here in various threads and just tried to help people.

From the point of view of a Supplier, BGas really didn't do themselves many favours using Agents that no original region, they fitted PP meters using UU that other Suppliers couldn't support (Onstream) which caused customers change of supply issues and they also went into the solar market and then passed off solar customers to other Suppliers that hadn't even started trialling the system! BGas have caused a lot of data inaccuraces in the market (not the customer service staff) which have meant other Suppliers have looked at them in the same way as many of their customers.

Regards

scottish_blend

ahhhh British Gas - my "favourite" subject

I have been in contact with them for almost 7 months now over a 3 week final bill. I have had letters from them, followed each time by a phone call by me to them querying the amount, followed by promise by them to look into it and contact me. Repeat monthly until I get a letter from a debt collection agency and add in phone call to the debt collection agency prior to the British Gas call, and repeat until now. Tonight in fact was the last time. Each time I call someone different answers my query, and sounds like it is the first time they have heard this from me, nor does there appear to be anythng on my account that they are looking at.

I think I may try that name and address tomorrow - and write a letter because I really really am struggling toknow where to go and what to do next