MSE News: Symbio Energy rapped over 'threatening' response to negative reviews

Gerry1

Jeremy_Klein said:

Further to my previous posting on this subject, Trustpilot is still allowing Symbio to add its replies which had already been determined as being against Trustpilot policies.  Neither Symbio nor Trustpilot come out of this very well.  Symbio for its continued flouting the rules (as it does with Ofgem too) and Trustpilot for being toothless.

Absolutely.  There is no reason why Trustpilot cannot block all Symbio replies until they have been moderated.  Reactive deletion simply isn't good enough.

davidsontl1

I have been with Symbio Energy for a year now and have just renewed my fixed price contract with them for another 13 months. I think their prices are unbeatable; I'm being charged 10p per day standing charge and 12.179p per kWh.
You only have to check previous consumption on an old bill to work  out how much cheaper it is! My only niggle is having to read my Smart meter and send in the reading & photo of the meter on the last day of the month every month online. However I believe they're starting to install their own Smart meters, so hopefully they will commission my 2nd generation meter soon, thus making it unnecessary to read it anymore. No problems checking the bills. You can elect to pay an estimated amount every month which can make you in credit, or you can now select to pay for what you actually use. So far, so good!

Swipe

davidsontl1 said:

My only niggle is having to read my Smart meter and send in the reading & photo of the meter on the last day of the month every month online.

I wouldn't bother taking photos. I've never sent them a photo of the meter reading and never been asked for one despite it being in their T&Cs but will be doing so when I move out of my property in a few months time as I'll be taking one anyway for my own records.

Reed_Richards

Swipe said:
I wouldn't bother taking photos. I've never sent them a photo of the meter reading and never been asked for one despite it being in their T&Cs ....

That's a self-contradictory statement if ever I read one.  You mean you have never been chased for a photo after persistently failing to do what you have been asked.   

t0rt0ise

I've never sent a photo either and they've always accepted my readings. I don't believe that they will start installing smart meters either but that's just a guess.

Hasbeen

They give you a choice to send a photo, but have never done so. In the last few years. Never asked. 

Very cheap rates.

According to the amount of astronomical posts here and throughout the forum they must be the energy company to go for? LOL.

   

rp1974

t0rt0ise said:

I've never sent a photo either and they've always accepted my readings. I don't believe that they will start installing smart meters either but that's just a guess.

Just finished my second phone call from Symbio offering to fit a smart meter,which I declined,within the next 15-30 minutes as they claim there's cancellations in my area (Glasgow).
Have the impression their being made to offer them,rather than choosing to as it goes against their standard operating methods.
Only picture I ever sent was when signing up in July 2019.

niktheguru

rp1974 said:

t0rt0ise said:

I've never sent a photo either and they've always accepted my readings. I don't believe that they will start installing smart meters either but that's just a guess.

Just finished my second phone call from Symbio offering to fit a smart meter,which I declined,within the next 15-30 minutes as they claim there's cancellations in my area (Glasgow).
Have the impression their being made to offer them,rather than choosing to as it goes against their standard operating methods.
Only picture I ever sent was when signing up in July 2019.

Quite a smart technique to show you're trying to install them (to ofgem) without wanting to install them. How many people are going to say "yeah sure come over in the next 15 minutes"

rp1974

I'd happily let them fit one in 15 minutes time,if I wanted one which I dont.
No intention of opening the pro vs anti can of worms,just have no need whatsoever for one as it doesn't tell me anything I dont know already.

MiniMum

Jeremy_Klein said:

There's a further twist to this story.  Symbio appears to try to limit its customers' freedom to use social media to criticise the company.  Here is the relevant clause in its consumer contract.  

16.2.2 We at Symbio Energy ensure that we resolve all customer queries within a reasonable time while providing one to one service. We are committed to continue providing excellent service to all our customers and competitive tariffs within the UK. However, customers who choose to use social media to denigrate a company are engaged in cyberbullying, and it is not something that we at Symbio Energy support. Suppose you approach social media without contacting us or allowing us to resolve your query. In that case, Symbio Energy may encourage you to find another provider if you are unhappy with our services. 

Wow.  I can't believe they have that in their T&C.  Unbelievable. (And also very badly worded which does not fill one with confidence).