Shell Energy - smart meter failed after install - £75 offered for 'inconvenience'?

planckfund

After Pure Planet went bust, I was passed on to Shell Energy who prompted me to get a SMETS2 meter to replace the SMETS1 meter which never worked from when we bought our bungalow. The engineers commissioned the meter, which worked for a month or two, but has now failed, because the gas meter no longer communicates with the electricity meter 8 metres away (....) Shell Energy tells me that this is 'an industry-wide problem' and that '20-30 pct of their client installed meters have failed' and they and their installers are unable to rectify the issue, or visit the property to assess or replace. They also stated that this was not an issue to me because I didn't pay for the meter and the readings were still correct, just needed to be read manually. This is not true on 2 counts. Firstly, we have all paid collectively millions for the useless meter --- they just don't appear on our monthly bills as an item. Secondly, the whole point of the meter was  to simplify billing, allow more sophisticated charging (ie variable rates at times of high demand etc.) and allow the bill payer the opportunity and convenience to monitor usage in real time and save money either directly or by taking part in schemes.  The gas meter is a literal pain for me to read as it's low down in a cupboard and I have a damaged knee. The customer display gives a false reading and fails to indicate any fault with the signal.

I live in a small town in E Devon which has excellent wifi and phone signal, so can't understand the technical challenge at all. I complained to Shell Energy, who, after stating the above, told me it was the Data Company's responsibility (not true, see OFGEM) and say there is nothing they can do, and  have now offered me £75 for the 'inconvenience'.

I am just so baffled and disappointed by this nonsense. Should I take the £75? It sounds like a cop-out to me.

EssexHebridean

Are you any worse off than you were before the meter change? I’d say not. With that in mind, should you accept the £75? Probably not, maybe tell them you appreciate the gesture but they should keep their money. Or alternatively take it but donate to your local food bank? 😉

Robin9

Bite their hand off -  its very generous.

MikeJXE

Take it and tell them to get the smart meter fixed. I was told smart meters don't work on wifi or the mobile network they are entirely separate so it's their problem, each time they make an appointment and don't turn up they have to compensate you, take the money and keep complaining 

planckfund

It's not a goodwill payment. They say  it's a payment to 'resolve the issue'. The issue is that 30 pct of meters don't work, by their own reckoning. Any other business with this success rate would be out of business. £75 sounds pretty mean to me, even if they paid that to each and every customer affected. I don't need the money, I need a well-run energy supply industry, and a working meter.

planckfund

@EssexHebridean I am worse off. My bills in the future will be higher as a result of not being able to take part in govt schemes and so on. I and the rest of the customer base have paid for this defective implementation, and will carry on paying for it. Your unusual theory is that one should only get compensation for losing something not for not gaining something you are entitled to, and are paying for indirectly. The suggestion that I should donate the £75 to a food bank is commendable, but I do donate anyway. It would probably help the food bank customers more if we all complained about the way OFGEM regulates this poorly performing industry. I think it's a scam.’

planckfund

@EssexHebridean You are incorrect when you state that compensation cannot apply to future losses. Indeed UK law does at great length allow one to claim compensation for future losses (of income for example), as it should. But I think you knew that?

[Deleted User]

What’s the actual problem? Gas meter not talking to electric meter?

 Yeah, probably not the supplier’s problem, could well be a meter manufacturer issue and they take months and months to fix.

 You appear massively irate about a relatively trivial issue - and about a relatively generous payment.

planckfund

@[Deleted User] Not "massively irate" at all just disappointed at being fobbed off as I described. I will certainly admit that part of my reason for posting here is to help others to realise that if they are in same situation they should complain to their energy supplier --- whatever their energy supplier says. £75 will mean a lot to many people this year, especially as they (up to 30 pct of customers)  are apparently collectively paying for an expensive and inconvenient install and meter which just doesn't work properly, and given the current roll-out may never do so in their lifetimes.

Brie

First off I would accept the £75 stating to them that you consider it as compensation for the inconvenience you have experienced to date.  That leaves you with the option of future compensation.

Secondly I would tell them that as a vulnerable customer who cannot, without pain, read her/his own meter that you will require them to arrange for regular readings to be taken for you.  Every other month should be sufficient but also you will need one every time the tariff changes to ensure you are getting billed the correct amount.

Should they not be willing to provide someone to read the meter for you regularly then you will expect the faulty meter to be replaced or repaired within - what? - 60 days.

BTB - I don't see what having good local cover for wifi or phones has to do with kit within your property not working.  That's a bit like me saying my mobile can't access the internet even if the reason is that it isn't a smart phone.

ariarnia

just to say we have a smart electric meter but a dumb gas meter because of where they were (have since redone the kitchen so will probably have a smart gas meter install arranged at some point but no rush).

to reasure the op we have had no problems getting onto any smart tarrifs and smart time of use tarrifs are on electric not gas as a rule so no problems there either. 

i have some mobility issues and its in a bit of a bothersome place but i can just use my smart phone at arms length to take a pic and zoom in for the number so no need to get down on my knees and struggle to get back up again. not sure if thats helpful for you op