Pure Planet reviews: add your feedback

PurePlanet

Hey @Rakushun
As this is MSE's own forum, we're unable to see any details (beyond the username) of those who post here - unfortunately that means we can only offer general advice, it can be tricky to help without knowing the detail! Once through to our Member Services team though, they can fully investigate any issues and reply to Members with as much info and explanation as necessary. 
Pure Planet's just become a Which? recommended supplier for the second year running - over 91% of our Members reported a problem-free experience in the past 12 months. Of course, we're aiming to continually build and improve this. 
You may be interested in checking out our Community - it's full of questions and advice from other Members, as well as a feedback section and Ideas Board, where we help and engage with Members to improve their experience with Pure Planet. 
I hope that helps! 
Nataly  @PurePlanet

StewMSE

if you are considering switching to Pure Planet heed my advice and don't! Look at all the negative comments here, you notice that they are the same or similar? that's because its a fault with a company and not the individual. I use this mantra, if 1 person has an issue, it may have been a one off, if several people are all stating the same thing then its an issue with the company

My switch was completed at the start of January 2021 and with only a month in I’m already very unhappy with this provider. By the end of January I was already being targeted with multiple emails to have a smart meter installed. As I thought it was part of the tariff I organised a date with the company who Pure Planet sub contract the installs (Magnum Utilities).

The install of the smart meters was a disaster and because there is zero communication with an actual human from Pure Planet I was left with calling the installers Magnum Utilities who told me to call Pure Planet, you can see where this is going.

If you’ve read that the only communication is via the Bot then yes you are right, its not even a Live Chat service where you can type in REAL TIME to a person, no, you encounter the automated algorithm that just spits FAQ’s at you and when you finally persevere with it long enough when you’re patience is at the very edge it will tell you a member of the team will aim to reply to you in 3 days. This means that in 3 days you’ll probably get an acknowledgement of your issue and that you have to provide more information which means another wait until they decide to reply (or not)

You are at the mercy of a system that allows them to ignore you until they decide to bother replying. But you don’t even get an email to correspond to, its this damn bot which is just a filter. They do not want to communicate with you. At all.

Imagine signing up to a breakdown recovery service, and, in the event of an emergency you need to contact them, only to find out no phone number, no email, no live chat, nothing but an FAQ robot. Good luck with being sat on the hard shoulder for 3 days waiting for a response. Yes not an apples to oranges comparison but when you have an issue that’s when you see who is a good company and who isn’t. I’m still waiting for my contact from Pure Planet.

It’s a sad state of affairs when other customers on the Pure Planet forum can reply to your message within an hour yet the actual people you need to be in contact with can’t.

I’m sure a Pure Planet representative will pop up and reply with the standard message they roll out here (having read the majority of this 52 page thread I have seen the same message more than once). I see this company has been going since 2017, in the near 4 years have they learnt nothing from the same feedback? That speaks volumes and its not a business model that will last. I won’t get fooled again and I hope by reading this that my experience (and many others all with the same issue) will save you the hassle of joining this terrible company. They sell it as passing savings on to the customer but I feel it will be for the profit of the CEO. The model is like supermarkets replacing till staff with swiping machines, we all know they aren’t for the benefit of the customer, its just to get rid of staff to make more profit.

I have 2 choices cut my losses and pay the exit fee or wait until 50 days before the end and switch. Certainly I won’t recommend this company, and as like others do when they have a negative experience they tell their work colleagues, friends, family and anyone on social media who is interested.

 

PurePlanet

Hi @StewMSE

Thanks for leaving us your feedback about your experience with us. I’m sorry to hear you’ve not been happy with the experience so far.

You’ve mentioned receiving contact about smart meters soon after joining us - when Members join us we advise that we'll request to install smart meters in your home and that, where there is a clear business need, your details are passed to relevant third-parties, which in this case would be Magnum Utilities - they complete our on-site meter works across the UK. All that info is available in our Privacy Policy. 

As a digital supplier we offer two main ways of reaching the team - via WattBot, our digital assistant available in your online account or app, or by emailing the team directly. WattBot answers a large majority of questions asked (currently over 80% of queries), and if he isn't able to help, your conversation can be passed to our Member Services team. We aim to respond to all messages within three working days, and often reply sooner - to most messages within 48 hours. We never leave a message unread or ignored and we absolutely do want to communicate with you to ensure any issues are addressed. 
A lot of useful information is contained within our Community too, which is why it’s often linked in a reply. The Community also includes many FAQs about how to get in touch, and has many knowledgeable Members who are always happy to help as well as two Community managers who represent Pure Planet.

Our Member Services team is happy to investigate the issues you’ve raised, including your smart meter installation, and discuss them with you directly - if you email them at help@purepla.net from your registered email address and mention this review they'll be able to investigate further.
I hope that helps, 
Nataly @PurePlanet

nickcc

Just a comment re stewMSE’s post. What a well put together post some might even suspect a little too well put together maybe even from a competitor especially as its his first and only post on MSE.  Few people post if they are satisfied with their supplier so you must only expect negative posts on a site like this, I am here to say I’m completely satisfied.

StewMSE

nickcc said:

Just a comment re stewMSE’s post. What a well put together post some might even suspect a little too well put together maybe even from a competitor especially as its his first and only post on MSE.  Few people post if they are satisfied with their supplier so you must only expect negative posts on a site like this, I am here to say I’m completely satisfied.

I can assure you I don't work for an energy company. 
Yes, first post, and that's because my experience has been that painful in such a short period of time that I wanted to alert others.
Ok, it's a digital system, my previous supplier Outfox the Market offered that as a communication method, but it was live chat, I could type to someone in real time and get my issue dealt with. Not here, just an algorithm.
Can't see me staying with PP much longer. Fingers burnt, lesson learnt.

crey

Looking at aternatives to Scottish Power having been switched to them from YE. On the Cheap Energy Club results it shows an estimared cost/month. As PP's direct debits vary between summer and winter months can anyone tell me if the figure on the Energy Clubs page is an average over the year or how is it calculated?

Gerry1

crey said:

Looking at aternatives to Scottish Power having been switched to them from YE. On the Cheap Energy Club results it shows an estimared cost/month. As PP's direct debits vary between summer and winter months can anyone tell me if the figure on the Energy Clubs page is an average over the year or how is it calculated?

You should always be comparing the annual costs, not the DDs.

crey

Gerry1 said:

crey said:

Looking at aternatives to Scottish Power having been switched to them from YE. On the Cheap Energy Club results it shows an estimared cost/month. As PP's direct debits vary between summer and winter months can anyone tell me if the figure on the Energy Clubs page is an average over the year or how is it calculated?

You should always be comparing the annual costs, not the DDs.

Very true. Just realised, it must be an average as it more or less divides  into the estimated annual cost times 12.

icantbelieveitsnotbutter_2

Pureplanet: don't do it unless you don't value your time or sanity.

nickcc

icantbelieveitsnotbutter_2 said:

Pureplanet: don't do it unless you don't value your time or sanity.

What a useful post, bit more information would be welcome.