Shell/First Utility - Smart Thermostat Issues

beckyblondon83

Hi All,

I did a search beforehand but couldn't find anyone else with this issue so thought I'd start a new thread.

I have been a First Utility customer for a number of years and transferred over to Shell when they were acquired. A few years ago First offered me a new tariff with a "smart" Cosy thermostat included (with installation included). When my tariff expired in March this year, it was now Shell and they offered me a new tariff with a Nest thermostat. The Cosy was having a number of issues with software being really buggy, so a Nest seemed like a good idea. I naively assumed Shell would have known they (First) had previously installed (hard wired) in a Cosy and would have to swap it out. Months went by without the Nest arriving, every time I chased they'd say there was a link in an email I didn't have. Last month I finally got my hands on the Nest, but First/Shell keep ignoring my question about swapping them out. The Cosy is hard wired into the boiler, so I can't use the Nest system at the moment.

More than 6 months after taking out this new tariff I'm at a loss. Emails and calls go nowhere, I get holding emails saying they will respond and then crickets. One person said I might be able to pay to have them come and swap the thermostats out, I explained how unreasonable that was, she said she'd refer it, and then simply sent them a note asking for the price. That was 6 weeks ago and still nothing.

Shell have become almost impossible to speak to, they have removed all the customer services numbers from their website. I have taken to calling corp headquarters and asking to me transferred, but then ultimately the CS team have no answers.

Anyone else suffering with the same issues?

Thanks

Becky

EnergyRookie

beckyblondon83 wrote: »

Hi All,

I did a search beforehand but couldn't find anyone else with this issue so thought I'd start a new thread.

I have been a First Utility customer for a number of years and transferred over to Shell when they were acquired. A few years ago First offered me a new tariff with a "smart" Cosy thermostat included (with installation included). When my tariff expired in March this year, it was now Shell and they offered me a new tariff with a Nest thermostat. The Cosy was having a number of issues with software being really buggy, so a Nest seemed like a good idea. I naively assumed Shell would have known they (First) had previously installed (hard wired) in a Cosy and would have to swap it out. Months went by without the Nest arriving, every time I chased they'd say there was a link in an email I didn't have. Last month I finally got my hands on the Nest, but First/Shell keep ignoring my question about swapping them out. The Cosy is hard wired into the boiler, so I can't use the Nest system at the moment.

More than 6 months after taking out this new tariff I'm at a loss. Emails and calls go nowhere, I get holding emails saying they will respond and then crickets. One person said I might be able to pay to have them come and swap the thermostats out, I explained how unreasonable that was, she said she'd refer it, and then simply sent them a note asking for the price. That was 6 weeks ago and still nothing.

Shell have become almost impossible to speak to, they have removed all the customer services numbers from their website. I have taken to calling corp headquarters and asking to me transferred, but then ultimately the CS team have no answers.

Anyone else suffering with the same issues?

Thanks

Becky

• Shell Energy Customers
  
  For all queries related to Shell Energy please get in touch with our Shell Energy Retail team:
  Chat with a virtual assistant about Shell Energy: https://www.shellenergy.co.uk/contact-us
  To speak to us about energy, call us on 0330 094 5800, 8am to 6.30pm weekdays and 9am to 4pm on Saturdays.
  

https://www.shell.co.uk/about-us/contact-us.html

:cool:

EnergyRookie

And here

https://help.shellenergy.co.uk/hc/en-us/articles/360001033617-How-to-contact-us

beckyblondon83

Thanks @EnergyRookie, I did actually get a callback from their Customer Services team after my last email. I'm not yet sure if I have a resolution yet unfortunately.