Issue with E.ON Energy cancelling my agreement

beelzebomb

badmemory said:

Forget phoning.  Write to them with COMPLAINT in big letters!

I have indeed now put together a complaint letter which will be sent ‘signed for’ today. I worked for Nissan UK for 17 years, heavily involved in customer services. Being able to supply good customer service comes from the top: the company needs to understand and care about the customer from top to bottom - it must be in the culture and DNA. It’s clear to me that within EON there is a culture of contempt, poor training and complete disinterest within EON customer support/services staff. Nobody sings from the same song sheet and it’s pure luck if you find someone that cares about their job and role within the company. It’s nothing short of shocking - EON is a large, established company! Searching out reviews on the internet I see that I’m not the only one; it seems that when things go wrong they stay wrong causing much stress due to staff disinterest and downright poor training. Many years ago I threatened to go to the Ombudsman regarding a different example of EON poor service - the person on the phone actually laughed, telling me to ‘go ahead’ as EON has a ‘good relationship’ with that service. I was reminded about this awful behaviour whilst reading a review from someone who had a similar mocking experience on the phone. In my role at Nissan, if a customer complained, it was a major concern: the result required would need to be swift and satisfactory to the customer, otherwise there would be questions asked of those handling the complaint and an investigation. Standards were high. 

beelzebomb

I should also point out I attempted another Live Chat service to find an answer yesterday evening. The representative decided (no doubt deciding that there was now too much to read in my case notes?) that they would just abandon the live chat and disappear. Quite amazingly bad service. Fortunately I have the transcript as this is automatically sent to me. I waited 23 minutes before closing the chat.

E.ON_Company_Representative:_Helena

beelzebomb said:

I should also point out I attempted another Live Chat service to find an answer yesterday evening. The representative decided (no doubt deciding that there was now too much to read in my case notes?) that they would just abandon the live chat and disappear. Quite amazingly bad service. Fortunately I have the transcript as this is automatically sent to me. I waited 23 minutes before closing the chat.

Morning beelzebomb,

I'm really sorry as reps we're not allowed to post phone numbers or links on the forums.

I understand you have now started a complaint and due to the length of time this has gone on for, it sounds like the right thing to do.

Services are back up and running and you can raise a complaint in any way that you would prefer. You'll then have a complaint manager who will be your point of contact and work to get to a resolution.

I can only apologise for the service you've received.

Helena

beelzebomb

E.ON_Company_Representative:_Helena said:

beelzebomb said:

I should also point out I attempted another Live Chat service to find an answer yesterday evening. The representative decided (no doubt deciding that there was now too much to read in my case notes?) that they would just abandon the live chat and disappear. Quite amazingly bad service. Fortunately I have the transcript as this is automatically sent to me. I waited 23 minutes before closing the chat.

Morning beelzebomb,

I'm really sorry as reps we're not allowed to post phone numbers or links on the forums.

I understand you have now started a complaint and due to the length of time this has gone on for, it sounds like the right thing to do.

Services are back up and running and you can raise a complaint in any way that you would prefer. You'll then have a complaint manager who will be your point of contact and work to get to a resolution.

I can only apologise for the service you've received.

Helena

Services are back up and running? I just tried emailing the team that resolved my previous complaint that my agreement had been cancelled having been unable to find assistance. An auto-reply says they are only dealing with emergencies. Could EON customer service be any worse? It seems that is an ongoing possibility.