Where have all EDF's Chat agents gone to ?

Robin9

Tried several times but Enzo keeps telling me "no Chat agents available"

Is this system automated or not ?

poppellerant

I prefer to use WhatsApp, which is what I used just last Thursday.

GingerTim

I've found the quickest way of getting a problem resolved is to use a direct message via Twitter - got a response within an hour and I was switched from budget to variable direct debit instantly.

Robin9

poppellerant said:

I prefer to use WhatsApp, which is what I used just last Thursday.

WhatsApp is just a bigger black hole as Chat.

I was a Chat user but its as if its been closed down.

Back to complaints it is.  All I want is a statement.

Fairzo

GingerTim said:

I've found the quickest way of getting a problem resolved is to use a direct message via Twitter - got a response within an hour and I was switched from budget to variable direct debit instantly.

+1 for using Twitter DM.

lisyloo

Robin9 said:

poppellerant said:

I prefer to use WhatsApp, which is what I used just last Thursday.

WhatsApp is just a bigger black hole as Chat.

I was a Chat user but its as if its been closed down.

Back to complaints it is.  All I want is a statement.

Maybe, but chat is synchronous so you have to answer within a certain timeframe or you'll lose the chat.
What'sApp/SMS is not, so you just get with your life like you would with email.

Robin9

Deleted_User said:

..........

I left a message with WhatsApp and got told it would be 36 hours before they got back to me. 
...........

At least you got a response

.lisyloo said:

...........

Maybe, but chat is synchronous so you have to answer within a certain timeframe or you'll lose the chat.......

Thats fine but the operator shuts the chat down .  


I have used Chat in the past and found it quite OK.

If their systems worked  then I wouldn't have to email complaintresolution - lets see how quick that is

funny.money

I used chat this morning and changed from fixed to whole amount DD. The matter was dealt with efficiently in about 10 minutes.  I'm always puzzled as to why things seem to go so smoothly for some and yet others have endless problems (with the same suppliers).

Robin9

A response from complaints this morning advising a statement had been raised.

However it's not online (yet)

PS Still no Chat agents available

PPS Had a look at the App - Chat is not given as an option - has that always be the case ?

lisyloo

funny.money said:

I used chat this morning and changed from fixed to whole amount DD. The matter was dealt with efficiently in about 10 minutes.  I'm always puzzled as to why things seem to go so smoothly for some and yet others have endless problems (with the same suppliers).

If you're implying it's the fault of others then I don't think that's the case.
The service is quite variable and either you've been lucky, have different timings or perhaps express yourself differently.
When dealing with people whose second language isn't english this can be an issue.
The service should be able to cope with vulnerable people who have some communication difficulties not with experts in dealing with people who don't write fluent english.

Customer service in this country is atrocious.

lisyloo

Robin9 said:

Deleted_User said:

..........

I left a message with WhatsApp and got told it would be 36 hours before they got back to me. 
...........

At least you got a response

.lisyloo said:

...........

Maybe, but chat is synchronous so you have to answer within a certain timeframe or you'll lose the chat.......

Thats fine but the operator shuts the chat down .  


I have used Chat in the past and found it quite OK.

If their systems worked  then I wouldn't have to email complaintresolution - lets see how quick that is

I don't find chat ok. I tend to get distracted (I can't just sit and wait for hours) and then it times out when I don't respond within say 5 minutes (they get hours, I get a few mins).