Hive / British Gas cancelled appointments and appalling customer service

SW6Joao

I had purchased a Hive system to upgrade my current Hive (old generation, not app controlled). After waiting for a coupled of weeks, it was being installed yesterday during 12-6pm. Around 2 pm British Gas called to say that there weren't coming and had cancelled the appointment.

I took the day off work (unpaid), kept my two kids at home (since could not pick up from nursery), and had builders on hold as we're renovating the kitchen.

I was appalled by the Hive team and British Gas, for several reasons:
1) I am a British Gas + HomeCare2 + Hive customer, with full brand allegiance
2) The justification given for the cancellation, by the assistant + manager, was implausible (high volume of calls and emergencies) for a giant like British Gas. A private customer like myself can organise a qualified electrician/plumber to come out on the same day to install a Hive (or nest), so I cannot believe that British Gas cannot do the same, or better. The cancellation happened on a Friday afternoon, and I wonder if other customers experienced the same.
3) When I asked about compensation, I was told that you wouldn't give any. Instead, I would be expected to take another day off work (ie holidays with my kids) because British Gas could not fulfil a trivial commitment.
4) The manager I spoke to was surprisingly coarse. In my opinion, if Hive / British Gas let's customers down (and there is not weather calamity in sight), there is a problem with their system, and I made that (obvious) point clearly. If I don't come to work, that is unacceptable and I am justifiable penalised. The manager instead argued vigorously that the British Gas/Hive system was working "fine" and that instead there were many vulnerable customers and customers with special/medical needs that had unexpectedly called in, and so my appointment was cancelled. I find this narrative, frankly offensive, because it tries to oppose a customer's needs to those of "vulnerable people", trying to exclude Hive/British Gas from their responsibility and letting people down. I am a charitable and empathetic person and i find using these kind of arguments unacceptably hiding behind poor planning and professionalism. Surely a giant like British Gas should have a resilient system in place to deal with regular customer needs during winter (boilers breaking down etc) and fulfil commitments. If not, I had no trust that once a genuine emergency occurs you will have any capacity to respond.
5) The solution offered was a booking weeks away (after my kitchen's building works are completed) and requiring me to take more time off. The 'manager' was unapologetic, unpleasant, and adamant that all was fine at Hive/British Gas and implying that I had an unreasonable expectation of service.

Sometimes a simple apology and admission of error goes much further that an argumentative, sterile, script.

As a result, I have cancelled my Hive delivery and installation. I did it with hesitation, as I liked British Gas and the old-generation Hive (even if Nest seems to have broader appeal). Installing a Nest system now.

This post is really to check whether other customers have had similar experiences, and to warn prospective customers of the risks of "expectations of service" from Hive and British Gas..

RelievedSheff

You had to have a day off work. Get over it!

I have lost two and a half weeks off work this year due to snagging and fixes on a new build house. Not worth complaining about really.

Hasbeen

Its a busy time of the year for all engineers. Boilers central heating getting switched back on and then problems. Some ones heating not working is a priority

Yours was obviously not a priority.:(