What does my energy company do?

Mickey666

Reed_Richards said:

Time was when you could go to your local grocer or greengrocer and get personal service from someone who knew all their regular customers.  But there are few of these shops left because people were lured away to supermarkets with lower prices.  Now we have the likes of Aldi with low prices but minimal customer service.  It's much the same with energy suppliers, good customer service has been sacrificed because customers aren't willing to pay a premium for it - or not enough customers anyway.  Now an energy company with good customer service is as hard to find as a high street greengrocer.     

That's fair comment, in which case I'm afraid I must confess to being part of the problem where 'customer service' is concerned.

In the 'good old days' when you could indeed find a local greengrocer who knew all their regular customers, you'd have to traipse from greengrocer to baker to butcher to candlestick maker carrying an increasingly heavy shopping bag, or perhaps one of those natty shopping baskets with wheels (remember them?), queuing at each shop to be served and then having to chat aimlessly about the weather or holidays because the 'jolly shopkeeper' likes to know all their regular customers.  So yes, that's one definition of 'customer service'.

These days, I spend 25-20 minutes typing (or clicking) my weekly shopping list into a computer and the following day it all arrives on my doorstep without me having to brave the weather or the over-familiar 'jolly shopkeeper' or carry my own shopping anywhere, because it's now all done for me.  So that's another definition of 'customer service'.  I know which one I prefer and, judging by the demise of the high street, so do most people.

As for energy company customer service, seems to me that there's not really very much they need to do.  Supply the energy, obviously, but apart from that isn't it just a matter of billing correctly?  But if customers don't give them regular meter readings, how can they do that?  Send meter readers around every month?  Think of the cost!  Smart meters would seem to be the answer but also seems to have exposed the Luddite tendency in the great British public, thus delaying this 'customer service' innovation.

Having said that, I do wish they offered the option of variable direct debits so that my account could be settled in full every month.  Every credit card on the market seems to be able to do this so I can't imagine it's particularly difficult.  Yes, I know this would mean higher winter bills rather than averaging things over they year, but that's why I'm suggesting it should be an option- let the customer decide . . . . now THAT would be 'customer service' 

niktheguru

Mickey666 said:

Having said that, I do wish they offered the option of variable direct debits so that my account could be settled in full every month.  Every credit card on the market seems to be able to do this so I can't imagine it's particularly difficult.  Yes, I know this would mean higher winter bills rather than averaging things over they year, but that's why I'm suggesting it should be an option- let the customer decide . . . . now THAT would be 'customer service' 

This is offered, just not by everyone. You just have to ask your supplier.

Anyanka1

niktheguru said:

Mickey666 said:

Having said that, I do wish they offered the option of variable direct debits so that my account could be settled in full every month.  Every credit card on the market seems to be able to do this so I can't imagine it's particularly difficult.  Yes, I know this would mean higher winter bills rather than averaging things over they year, but that's why I'm suggesting it should be an option- let the customer decide . . . . now THAT would be 'customer service' 

This is offered, just not by everyone. You just have to ask your supplier.

... And probably pay higher unit rates and standing charges for the privilege.  It is (and I agree, should be) an option but not one I am willing to pay for.

btr30

Anyanka1 said:

niktheguru said:

Mickey666 said:

Having said that, I do wish they offered the option of variable direct debits so that my account could be settled in full every month.  Every credit card on the market seems to be able to do this so I can't imagine it's particularly difficult.  Yes, I know this would mean higher winter bills rather than averaging things over they year, but that's why I'm suggesting it should be an option- let the customer decide . . . . now THAT would be 'customer service' 

This is offered, just not by everyone. You just have to ask your supplier.

... And probably pay higher unit rates and standing charges for the privilege.  It is (and I agree, should be) an option but not one I am willing to pay for.

Not in my case. My cheapest provider was the much maligned Symbio, who collect a variable DD based on actual consumption each month, based on my end of month meter reading.

Anyanka1

Fair enough but my experience has been that online only, fixed DD tariffs are the cheapest for my location.

Iranoutofusernamesalongtimeago

I would like to thank you all for your comments, I consider this thread closed and I shan't be visiting it anymore. I will however be taking this matter further as I feel it really does need to be taken further. 
I find it incredulous that this level of customer service has become the norm within our society and it is even more surprising within the energy service as prices have increased every single year, despite all the savings we are supposed to be making by doing all the service ourselves or having automated systems fitted.
If we are doing everything ourselves or it is all automated and we have an energy regulator to ensure we as the public are not being taken advantage of then surely a central single direct energy provider would be more beneficial without the need then to pay extra office staff or rent office buildings or pay extra corporate taxes and list goes on with all the individual competing brokers.
When companies have customers that they know will simply switch, why would they ever care about customer service and retention when we are all stuck on this ridiculous merry-go-round of price changes and ship jumping. 
While I fully expect my lofty ideals to be laughed at, I will still find it a better use of my time pursuing this than speaking to any energy provider customer service department. 

Once again, thank you all for taking the time to participate in this discourse.