Gas meter exchange needed

Busyisy

Hi, I'm hoping someone can help here. I was advised by Gas Network on 29 August, that I needed a new gas meter fitted, as my present one is over 15 years old ( it seems it's been in place for 23 years, although we only moved here 4 years ago)
Anyway, long story short.. npower arranged to do this for me last month,I took my last days holiday for this year and on the day of the exchange, it seems the booking was not placed through to an engineer, so no-one appeared and another appointment was re-made for today. I logged a complaint at that point, as I'd taken the day's holiday to be at home for that appointment. Surprise surprise, yet again, no-one arrived today, and they said that the same thing has happened again. I'd worked extra hours to be able to take the time off for this 2nd appointment. I then asked what was happening about the complaint I'd logged at first appointment and was told it had been closed!! but she was going to re-open another one!! Now as I've taken time off for this, to no avail, what I need to know is this:
My energy fix comes to an end on 31 October and although the last thing I want to do is stay with npower, I feel I have to, as this mess needs sorting out and the meter STILL needs replaced.. I don't even know if by going to a different gas/electric supplier, if they would change the meter with less hassle? I'm just so angry that this is happening and npower are just telling me I can make another appointment after 9 Nov !! ( which means I yet again have to work back extra hours to get the time off during the week, if my manager is able to do that for me) Can anyone give me a bit advise on this please? thanks :mad:

C_Mababejive

You are almost certainly entitled to a statutory payment for each failed appointment under the GSOS (Guaranteed standard of service),,speak to your supplier again and confirm and arrange payment.

If you wish to make a complaint, write to them and put on top of the letter the word COMPLAINT

Busyisy

Thanks for the quick reply. They have offered to look into a payment of £30 to be paid to me both times, BUT as I was so angry, I told them I was not interested in the money, I wanted the gas meter exchanged, when they had said it was to be done! I will send a letter to them though, but they have breached the complaints rules as they didn't answer in the set time they should have. I used to be a Complaints Officer, and I think that's why I'm so angry.. as I know there are guidelines for these too. thanks

nPower

Busyisy wrote: »

Hi, I'm hoping someone can help here. I was advised by Gas Network on 29 August, that I needed a new gas meter fitted, as my present one is over 15 years old ( it seems it's been in place for 23 years, although we only moved here 4 years ago)
Anyway, long story short.. npower arranged to do this for me last month, and on the day of the exchange, it seems the booking was not placed through to an engineer, so no-one appeared and another appointment was re-made for today. I logged a complaint at that point, as I'd taken a day's holiday to be at home during the week. Surprise surprise, yet again, no-one arrived today, and they said that the same thing has happened again. I asked what was happening about the complaint and was told it had been closed!! but she was going to re-open another one!! Now as AGAIN, I've taken time off for this, to no avail, what I need to know is this:
My energy fix comes to an end on 31 October and although the last thing I want to do is stay with npower, I feel I have to, as this mess needs sorting out and the meter STILL needs replaced.. I don't even know if by going to a different gas/electric supplier, if they would change the meter with less hassle? I'm just so angry that this is happening and npower are just telling me I can make another appointment after 9 Nov !! ( which means I yet again lose another days holiday) Can anyone give me a bit advise on this please? thanks :mad:

Hi Busyisy

Thank you for posting, I'm sorry to hear the appointment did not go ahead to change your Gas meter. I will be happy to take a look at this if you would like to send me an email (using the address from my profile) with your account details.

Thanks

Vicky

Busyisy

update.. I've now had to go ahead and arrange another energy fix with npower, as I don't want to go on a variable rate. I'm getting nowhere with this problem of meter exchange, as I've now just been told on the phone it's the gas 'network' that should have made an appointment to update it when they came to check the meter in August.. who would think this would be so hard? I was also informed that there was nothing to worry about as these meters were able to be left longer than 15 years in-situ !! if that's the case, why was I told to contact my provider and get this changed asap? It seems like the 'buck is getting passed about' here .. and in the meantime I'm still awaiting the complaints team to contact me too.. nightmare, I get a different story every time I speak to anyone at npower. Its such a shame, as this is the first trouble I've had but I'm certainly NOT impressed with their 'so called' customer service, at all, I work in a customer service environment and until Feb this year, was a Complaints Officer at my work.. I'd be ashamed if I carried on in my job in this way, Why doesn't someone take ownership here?

C_Mababejive

It has nothing to do with the "gas network",,whereever/whoever that it.

The meter belongs to the meter asset manager aka the MAM. The gas supplier rents the meter from the MAM. Your point of contact is your gas supplier. Your business relationship is between you and the gas supplier

They in turn have a business relationship with the MAM

Note that some gas suppliers are also MAMs.

So essentially,you were probably misinformed again..

Busyisy

Yes, and don't I know it... I'm definitely taking this all the way. Every call I've made has had some sort of 'misinformation' within it. I've done all the running, and STILL have had no contact from the complaints team there yet.. how they can hold their heads up on this, I'll never know.. I'd be ashamed if I treated someone like this.. as I said at the beginning, I just wanted the meter exchanged... 2 months on, I still want that !!

badmemory

You need to put a complaint in IN WRITING. I would be surprised if any of your calls actually show up on your account.



Personally if I was so determined to get a new meter I would have switched to a cheaper tariff where one of the conditions of that was to agree to the fitting of a new meter. Unfortunately there is no cooling off period when changing a tariff within the same supplier.

C_Mababejive

Exactly. You need to write and put the word COMPLAINT on top of the letter otherewise it isnt counted as a complaint. Suppliers have a standard of service for dealing with comliants so this will put your issue firmly in the system.

Busyisy

I’ve already re-opened a complaint, as they closed the first one without even contacting me. So I’m way ahead there ( I was a Complaints Offficer up to February this year), so I know what I’m doing, that’s what’s so infuriating. They just seem to be putting barriers up every which way.. and not addressing this.

Smodlet

It is counted as a complaint if made over the phone to nPower. I should know, I must have made at least a dozen in my time with them (yep, still there as usually they do resolve them to my satisfaction)

I ensure I receive a reference number every, single time and make a note of it and what it was about. I do not hesitate to mention previous complaints if I feel my latest one is not being dealt with to my satisfaction.

Should you need it, OP, the direct number for complaints is 0800 316 9328. Perhaps consider telling them you require an emailed transcript of the call (all of which should be recorded anyway, afaik)

HTH and are you certain the meter actually needs to be replaced? Mine must have come from the Ark: It has only 4 digits, not 5 and is about to "roll over" so I will not be able to see the initial "1" yet apparently, it does not require replacement. I reckon I could get something for it from one of those period drama props companies. :rotfl:

Good luck.