Time to name and shame!

diystarter7

FreeBear said:

EssexHebridean said:

GDB2222 said:

Following on from my post about the failed smart meter installation, I today learned that I have been billed £60 for this fiasco. 

Scottish Power. 

After a lengthy telephone call, they agreed to refer it to the back office to try to get it cancelled. 

It will be an error hopefully - if I recall you were the person who could easily have had the electric meter fitted, but because they couldn’t do the gas they left without doing either? In any event there is no charge for a failed visit where the engineer is unable to replace the meter as far as I know, so goodness knows where SP are getting that from! 

Edit to add - I was with SP some years ago. They decided to transpose my readings (E7 meter) as they “decided” I must be giving them the wrong way round. It lead to a lot of time spent trying to sort it out - IIRC they did eventually give a small goodwill payment for the inconvenience but I never really trusted them after that and switched as soon as I could. Like many others on here, I wouldn’t go back through choice! 

Surely SP should be paying a £30 compensation automatically for the failed engineer visit. It was they (via the sub-contractor) that sent out an unqualified person, therefor they should be coughing up compensation. You are going to lose a second day due to their incompetence.

Lodge a formal complaint, eight weeks later, refer it to the Energy Ombudsman.

Hi

Actually should be more than that for the trouble they have caused OP, but on the whole I agree as its the sensible way forward.

A default position, ie auto payment.

Thanks

 ..

diystarter7

Hi

Anyone and everyone having problems with suppliers - I recall this very helpful link below
from MSE

I've used "Resolver" for something else, really good.

https://www.moneysavingexpert.com/news/2016/09/eon-pays-out-31-million-after-missed-appointments/#:~:text=Your supplier should automatically pay,doesn't sort things out.

Thanks

EssexHebridean

diystarter7 said:

EssexHebridean said:

FreeBear said:

EssexHebridean said:

GDB2222 said:

Following on from my post about the failed smart meter installation, I today learned that I have been billed £60 for this fiasco. 

Scottish Power. 

After a lengthy telephone call, they agreed to refer it to the back office to try to get it cancelled. 

It will be an error hopefully - if I recall you were the person who could easily have had the electric meter fitted, but because they couldn’t do the gas they left without doing either? In any event there is no charge for a failed visit where the engineer is unable to replace the meter as far as I know, so goodness knows where SP are getting that from! 

Edit to add - I was with SP some years ago. They decided to transpose my readings (E7 meter) as they “decided” I must be giving them the wrong way round. It lead to a lot of time spent trying to sort it out - IIRC they did eventually give a small goodwill payment for the inconvenience but I never really trusted them after that and switched as soon as I could. Like many others on here, I wouldn’t go back through choice! 

Surely SP should be paying a £30 compensation automatically for the failed engineer visit. It was they (via the sub-contractor) that sent out an unqualified person, therefor they should be coughing up compensation. You are going to lose a second day due to their incompetence.

Lodge a formal complaint, eight weeks later, refer it to the Energy Ombudsman.

The compensation aspect occurred to me too - I’d be inclined to ask them whether in fact the £60 should have been a credit, not a charge! 😜

Hi



Please give the OP some credit as judging by their post they are extremely clear via chat etc it could not be more clear.


Thanks

I’m unaware how I am “not giving the OP any credit” allowing that my post literally says that in their shoes I would have been asking the supplier whether in fact was that the charge should in fact have been a credit… 

EssexHebridean

diystarter7 said:

FreeBear said:

EssexHebridean said:

GDB2222 said:

Following on from my post about the failed smart meter installation, I today learned that I have been billed £60 for this fiasco. 

Scottish Power. 

After a lengthy telephone call, they agreed to refer it to the back office to try to get it cancelled. 

It will be an error hopefully - if I recall you were the person who could easily have had the electric meter fitted, but because they couldn’t do the gas they left without doing either? In any event there is no charge for a failed visit where the engineer is unable to replace the meter as far as I know, so goodness knows where SP are getting that from! 

Edit to add - I was with SP some years ago. They decided to transpose my readings (E7 meter) as they “decided” I must be giving them the wrong way round. It lead to a lot of time spent trying to sort it out - IIRC they did eventually give a small goodwill payment for the inconvenience but I never really trusted them after that and switched as soon as I could. Like many others on here, I wouldn’t go back through choice! 

Surely SP should be paying a £30 compensation automatically for the failed engineer visit. It was they (via the sub-contractor) that sent out an unqualified person, therefor they should be coughing up compensation. You are going to lose a second day due to their incompetence.

Lodge a formal complaint, eight weeks later, refer it to the Energy Ombudsman.

Hi

Actually should be more than that for the trouble they have caused OP, but on the whole I agree as its the sensible way forward.

A default position, ie auto payment.

Thanks

 ..

It shouldn’t - I believe the £30 is a statutory credit for a missed meter install appointment by the supplier. A further goodwill credit, while nice, would not be something they were obliged to do. 

AllanInness

Ok here's one for you...  I posted on here a few weeks ago about my meter being faulty and not switching off E7..   well eventually EDF agreed to come and replace the meter...  They rang me late on monday afternoon to book a 24hr slot in which they could send the engineer...  I was assured it would be Tuesday...  2 hrs later I get a call from an engineer.. he is on his way and will be with me by 7pm ???  I said no one was available.. as it wasn't Tuesday...  he rang back the office and they rescheduled it for Tuesday...   
I wait in all morning for the engineer... nothing, but finally about 2pm i get a call - he is on his way.
When he arrived, I explained the issue...  and he looked puzzled...    He had been sent to do an emergency connect !!  and would replace the meter, but not with one that would do Economy 7 !!!!   I said that wasn't acceptable, removing a faulty meter should be like for like and ANY reduction in service wouldn't be tolerated.  He agreed that this should be a technical visit and passed the info back to his boss, while I emailed EDF with my disgust on what they were trying to do...  cut off ALL my heating !!

Not heard a thing back..

I already have a complaint open with the ombudsman about poor communication by EDF and the fact that they don't listen/understand...  I feel another complaint coming on !!

diystarter7

AllanInness said:

Ok here's one for you...  I posted on here a few weeks ago about my meter being faulty and not switching off E7..   well eventually EDF agreed to come and replace the meter...  They rang me late on monday afternoon to book a 24hr slot in which they could send the engineer...  I was assured it would be Tuesday...  2 hrs later I get a call from an engineer.. he is on his way and will be with me by 7pm ???  I said no one was available.. as it wasn't Tuesday...  he rang back the office and they rescheduled it for Tuesday...   
I wait in all morning for the engineer... nothing, but finally about 2pm i get a call - he is on his way.
When he arrived, I explained the issue...  and he looked puzzled...    He had been sent to do an emergency connect !!  and would replace the meter, but not with one that would do Economy 7 !!!!   I said that wasn't acceptable, removing a faulty meter should be like for like and ANY reduction in service wouldn't be tolerated.  He agreed that this should be a technical visit and passed the info back to his boss, while I emailed EDF with my disgust on what they were trying to do...  cut off ALL my heating !!

Not heard a thing back..

I already have a complaint open with the ombudsman about poor communication by EDF and the fact that they don't listen/understand...  I feel another complaint coming on !!

Hi

Thanks for sharing.

IMO, you are right going to the Ombudsman as often people don't complain as not having the time/skills or feeling nothing will happen

Please update if you can

Thanks

GDB2222

FreeBear said:

EssexHebridean said:

GDB2222 said:

Following on from my post about the failed smart meter installation, I today learned that I have been billed £60 for this fiasco. 

Scottish Power. 

After a lengthy telephone call, they agreed to refer it to the back office to try to get it cancelled. 

It will be an error hopefully - if I recall you were the person who could easily have had the electric meter fitted, but because they couldn’t do the gas they left without doing either? In any event there is no charge for a failed visit where the engineer is unable to replace the meter as far as I know, so goodness knows where SP are getting that from! 

Edit to add - I was with SP some years ago. They decided to transpose my readings (E7 meter) as they “decided” I must be giving them the wrong way round. It lead to a lot of time spent trying to sort it out - IIRC they did eventually give a small goodwill payment for the inconvenience but I never really trusted them after that and switched as soon as I could. Like many others on here, I wouldn’t go back through choice! 

Surely SP should be paying a £30 compensation automatically for the failed engineer visit. It was they (via the sub-contractor) that sent out an unqualified person, therefor they should be coughing up compensation. You are going to lose a second day due to their incompetence.

Lodge a formal complaint, eight weeks later, refer it to the Energy Ombudsman.

I wondered why they agreed so readily to give me a £30 goodwill payment! I was being fobbed off with money they should have automatically paid to me.

ariarnia

FreeBear said:

EssexHebridean said:

GDB2222 said:

Following on from my post about the failed smart meter installation, I today learned that I have been billed £60 for this fiasco. 

Scottish Power. 

After a lengthy telephone call, they agreed to refer it to the back office to try to get it cancelled. 

It will be an error hopefully - if I recall you were the person who could easily have had the electric meter fitted, but because they couldn’t do the gas they left without doing either? In any event there is no charge for a failed visit where the engineer is unable to replace the meter as far as I know, so goodness knows where SP are getting that from! 

Edit to add - I was with SP some years ago. They decided to transpose my readings (E7 meter) as they “decided” I must be giving them the wrong way round. It lead to a lot of time spent trying to sort it out - IIRC they did eventually give a small goodwill payment for the inconvenience but I never really trusted them after that and switched as soon as I could. Like many others on here, I wouldn’t go back through choice! 

Surely SP should be paying a £30 compensation automatically for the failed engineer visit. It was they (via the sub-contractor) that sent out an unqualified person, therefor they should be coughing up compensation. You are going to lose a second day due to their incompetence.

Lodge a formal complaint, eight weeks later, refer it to the Energy Ombudsman.

reading the op i didn't think this would be covered by the statutory service guarentee payments.assuming they sent an engineer qualified 'to install smart meters' and the engineer reported that becayse of the 'non standard' situation in the house they couldn't complete the work. 

but £60 credit would make sense (as it would be £30 for each meter and the other thread said the decided not to fit the electric meter after seeing the gas). 

a charge doesn't make sense at all as the installation (if it had happened) would be free and nothing the op did prevented the install. 

as essex has said it might be a debt on the bill that was supposed to be a credit (or the op might be misunderstanding the bill as there not the most clear) 

EssexHebridean

GDB2222 said:

FreeBear said:

EssexHebridean said:

GDB2222 said:

Following on from my post about the failed smart meter installation, I today learned that I have been billed £60 for this fiasco. 

Scottish Power. 

After a lengthy telephone call, they agreed to refer it to the back office to try to get it cancelled. 

It will be an error hopefully - if I recall you were the person who could easily have had the electric meter fitted, but because they couldn’t do the gas they left without doing either? In any event there is no charge for a failed visit where the engineer is unable to replace the meter as far as I know, so goodness knows where SP are getting that from! 

Edit to add - I was with SP some years ago. They decided to transpose my readings (E7 meter) as they “decided” I must be giving them the wrong way round. It lead to a lot of time spent trying to sort it out - IIRC they did eventually give a small goodwill payment for the inconvenience but I never really trusted them after that and switched as soon as I could. Like many others on here, I wouldn’t go back through choice! 

Surely SP should be paying a £30 compensation automatically for the failed engineer visit. It was they (via the sub-contractor) that sent out an unqualified person, therefor they should be coughing up compensation. You are going to lose a second day due to their incompetence.

Lodge a formal complaint, eight weeks later, refer it to the Energy Ombudsman.

I wondered why they agreed so readily to give me a £30 goodwill payment! I was being fobbed off with money they should have automatically paid to me.

Allowing for ariania’s point about the compensation being per meter - which I had forgotten - the “charge in error for a credit” theory is perhaps starting to seem plausible? 

I seem to recall that if they didn’t give you the credit both unprompted, and within a certain time frame, there is further goodwill payments due, also? Hopefully one of our other regulars with more knowledge and certainty on that I have can confirm. 

ariarnia

EssexHebridean said:

GDB2222 said:

FreeBear said:

EssexHebridean said:

GDB2222 said:

Following on from my post about the failed smart meter installation, I today learned that I have been billed £60 for this fiasco. 

Scottish Power. 

After a lengthy telephone call, they agreed to refer it to the back office to try to get it cancelled. 

It will be an error hopefully - if I recall you were the person who could easily have had the electric meter fitted, but because they couldn’t do the gas they left without doing either? In any event there is no charge for a failed visit where the engineer is unable to replace the meter as far as I know, so goodness knows where SP are getting that from! 

Edit to add - I was with SP some years ago. They decided to transpose my readings (E7 meter) as they “decided” I must be giving them the wrong way round. It lead to a lot of time spent trying to sort it out - IIRC they did eventually give a small goodwill payment for the inconvenience but I never really trusted them after that and switched as soon as I could. Like many others on here, I wouldn’t go back through choice! 

Surely SP should be paying a £30 compensation automatically for the failed engineer visit. It was they (via the sub-contractor) that sent out an unqualified person, therefor they should be coughing up compensation. You are going to lose a second day due to their incompetence.

Lodge a formal complaint, eight weeks later, refer it to the Energy Ombudsman.

I wondered why they agreed so readily to give me a £30 goodwill payment! I was being fobbed off with money they should have automatically paid to me.

Allowing for ariania’s point about the compensation being per meter - which I had forgotten - the “charge in error for a credit” theory is perhaps starting to seem plausible? 

I seem to recall that if they didn’t give you the credit both unprompted, and within a certain time frame, there is further goodwill payments due, also? Hopefully one of our other regulars with more knowledge and certainty on that I have can confirm. 

an extra £30 for each meter is due if the guarentee payment is delayed by more than 10 days after the install was supposed to happen (its called a 'guarentee of guarentee payment') 

but i'm still not sure thats what's going on in this situation as the engineer did turn up and they can easily argue it wasnt there fault the meter wasnt installed (not that its the op's fault but its a no fault situation by the sound of it) 

i can't explain the £60 and it could be they've taken responsibility (it really depends on what box the engineer ticked for why it didn't happen) but it would be great if the op could confirm and let us know