Treating Customer Fairly

mgarl10024

Hi Malc.

Thank you for taking the time to reply.

E.ON_Company_Representative:_Malc wrote: »

Guessing mgarl10024 but this sounds like the Fixed 1 Year £75 and £100 Reward tariffs recently offered to customers coming to the end of Fixed 1 Year versions 18 and 19.

Correct.

E.ON_Company_Representative:_Malc wrote: »

The offer is exclusively by email to dual fuel customers only. The £75 Reward version is to customers who have been with us for 13 months to 2 years and the £100 version is for those who’ve been with us for up to 12 months. Sounds like you fell into these categories but the family member didn’t.

I think this is the key bit. Whilst I can't be 100% (I am helping the family member pick up their finances after the recent death of their husband who arranged it all and it's a process of discovery), I suspect that they have had their account for longer than 2 years, and hence didn't get offered the voucher.

Hope this explains why you were offered the tariff but the family member wasn’t.

A couple of thoughts:
1) I understand from your explanation that you are offering vouchers to different customer segments based on their account (in this case duration), however this was not what I was advised by two of your advisors - one from the resolutions review team. I was instead advised that customers were chosen "at random" (account duration was never mentioned) and it was this randomness which I objected to as it does not seem fair. If you want to PM me, I would be happy to supply you with information to enable you to listen to the call, as I suspect there is a training issue here. Customers rely on accurate information from advisors, and this was not what was provided by E-On in this instance.
2) It seems that you are rewarding those who are most loyal with the least reward. If anything, the family member should be the one getting the voucher, and this trial helps confirm what Rubidium outlined so well.

Thanks,

Cardew

mgarl10024 wrote: »

2) It seems that you are rewarding those who are most loyal with the least reward. If anything, the family member should be the one getting the voucher, and this trial helps confirm what Rubidium outlined so well.

Thanks,

The offer is exclusively by email to dual fuel customers only. The £75 Reward version is to customers who have been with us for 13 months to 2 years and the £100 version is for those who’ve been with us for up to 12 months. Sounds like you fell into these categories but the family member didn’t.

As usual we get excellent answers from Malc(and Helena).

This trend to take long term customers for granted is regretable. Sadly energy companies have joined the ranks of telephone companies, banks, insurance companies, Sky etc to whom customer loyalty counts for nothing.

NeverInDebt

We have to play them at the own game these days loyalty went out of the window years ago and just doesn't apply to energy industry either.

Companies know many people are too lazy to shop around so we have to make them change there polices by doing the exact opposite

Former_E.ON_Company_Representative:_Malc

mgarl10024 wrote: »

Hi Malc.

Thank you for taking the time to reply.


Correct.


I think this is the key bit. Whilst I can't be 100% (I am helping the family member pick up their finances after the recent death of their husband who arranged it all and it's a process of discovery), I suspect that they have had their account for longer than 2 years, and hence didn't get offered the voucher.

A couple of thoughts:
1) I understand from your explanation that you are offering vouchers to different customer segments based on their account (in this case duration), however this was not what I was advised by two of your advisors - one from the resolutions review team. I was instead advised that customers were chosen "at random" (account duration was never mentioned) and it was this randomness which I objected to as it does not seem fair. If you want to PM me, I would be happy to supply you with information to enable you to listen to the call, as I suspect there is a training issue here. Customers rely on accurate information from advisors, and this was not what was provided by E-On in this instance.
2) It seems that you are rewarding those who are most loyal with the least reward. If anything, the family member should be the one getting the voucher, and this trial helps confirm what Rubidium outlined so well.

Thanks,

Glad I was on the right track with my earlier post mgarl10024 and sorry you were told customers being offered these tariffs are chosen at random. Definitely not the case. They're selected based on specific things. Thought it might help to outline what's needed.

They need to be existing customers coming to the end of our Fixed 1 Year version 18/19 tariffs, take dual fuel, have previously agreed to be contacted by email and have been with us for up to 2 years. Anything different and customers won't receive emails about these offers. This has recently been re-briefed throughout the company so all advisors should now be singing from the same hymn sheet.

Understand where you're coming from concerning the restrictions on these offers. Other posters have made similar comments. I've been feeding these back to those responsible for the tariffs and will do this with your posts too. MSE don't give company reps access to PMs but you can always contact us through the email address in our Profiles.

Sorry again you were given such poor information but hope this explains. Let me know if I've missed anything or you need any more details as happy to help.

Malc