Smart Meter guy didn’t turn up

Strummer22

coconutcurls said:

Update.

Received the following response tonight:

"Thank you for your Email dated 6th January 2023Having checked I am really sorry to inform you that your last appointment for installing smart meter was cancelled due to no available resources.Please do not worry, I have now raised an investigation with our relevant team and they will add £30.00 compensation in your account. Also, they will reschedule your appointment accordingly."

 Obviously I already replied quoting EDF's T&Cs again and reminding them that it is actually £60 that is supposed to be credited in my account since they failed to credit £30 within 10 days.

Funny that they couldn’t tell you that in the first place and tried to fob you off with a story about how they had no record of your appointment. Either incompetence or malice but neither is a good look!

coconutcurls

Strummer22 said:

coconutcurls said:

Update.

Received the following response tonight:

"Thank you for your Email dated 6th January 2023Having checked I am really sorry to inform you that your last appointment for installing smart meter was cancelled due to no available resources.Please do not worry, I have now raised an investigation with our relevant team and they will add £30.00 compensation in your account. Also, they will reschedule your appointment accordingly."

 Obviously I already replied quoting EDF's T&Cs again and reminding them that it is actually £60 that is supposed to be credited in my account since they failed to credit £30 within 10 days.

Funny that they couldn’t tell you that in the first place and tried to fob you off with a story about how they had no record of your appointment. Either incompetence or malice but neither is a good look!

That is so true - knowing our rights  / advocating for ourselves is so powerful.

I wrote this thread as a rant and was then informed of the compensation. 
I love this forum!

ariarnia

hopefully it was something as simple as a mistyped address and wit the info/screenshots sent by cc they found the account and the record of the appointment. 

back when i was living in a flat i had the same problem as i was '1B' but on the same street there was also a '1' a '1a' a 'flat 1' and sometimes the computers seemed to have a problem with the postcode look up if i typed '1 B' or '1b'

hope its all sorted tho and they send you both lots of the guarentee payment (and that the guy turns up next time. but if not at least you know whats due!). 

coconutcurls

They are trying hard to come up with excuses to fob me off

1st - there was no appointment booked
2nd - couldn't find my address in their records 

Now this

coconutcurls

My reply. I could have been more tactful and diplomatic but honestly they have been ridiculous and I don't want to play games anymore:

Strummer22

Is there some kind of touch pad/ key pad/ speakerphone arrangement to enter your property? 

ariarnia

they use a tablet as part of the install process. to decommission the old meter and register/commission the new one. 

@coconutcurls good to see your keeping everyitng in writing. hopefully you wont need to go to the ombudsman but if you do then your building a good stock of evidence for a customer service complaint (so probably another £30/50 on top of the guarentee payments) 

coconutcurls

@Strummer22 -  yes there is an entry phone - never broken and people coming in and out all the time - I suppose he would have my phone number too?

coconutcurls

@ariarnia - thanks for this info - and if their tablet had an issue how can they say it is not their fault? certainly not mine! each time they respond to me is a different person! luckily I found the appointment letter. I feel I have a strong case.

ariarnia

coconutcurls said:

@ariarnia - thanks for this info - and if their tablet had an issue how can they say it is not their fault? certainly not mine! each time they respond to me is a different person! luckily I found the appointment letter. I feel I have a strong case.

its not a question of fault really. the compensation would be for not notifying you. not for if the tablet was broken or if the smart meter was actually installed.  

they are saying the guy turned up and couldnt install the smart meter because of an equiptment problem so left. if that happened theres no compensation due. 

you are saying the guy never turned up and you werent told he wasnt turning up. if that happened there is compensation due (plus extra for not paying it within 10 days. and possibly extra for the bad customer service) 

i'm thinking its possible his tablet broke on his apointment that morning so he cancelled all the later appointments but for some reason you didn't get a message.

(btw would you mind updating your vet thread. i hate not knowing what happens in the end )