Ombudsman ruled in my favour but EDF not fixing.

2319WeHaveA2319

Hello, 

Long story, I raised an issue regarding wanting smart meters in my home in 2021 with EDF when I moved in. They refused to at the time due to the meters being SMET1 and told me, to make do with no in-home display, and no smart features until the future. 

Raised this several times with them, with no luck and decided to raise this with the Ombudsman. 

They found in my favour and told EDF to install SMET2 meters, £100 good will gesture and an apology. 

----- 

EDF took it upon themselves, to blind book me appointments to have the install done. Whenever I would contact them, I would get a reply from someone saying " Let me see what we can do" then have the chat ended, I would wait for so long on the WhatsApp the chat would end, and I would have to start security all over again. 3 times they blind booked an appointment for (Luckily) the same engineer to call me the day before, for me to tell him to cancel as I am at work. I would then get an email saying I have cancelled my appointment no matter how many attempts I made to contact EDF.

On the 3rd occasion I was off work, great. 

I tried to raise a complaint with EDF about this poor practice and poor customer service, and I was told "No you have already made a complaint in the past to the ombudsman you can't make another. I tried to raise this again with my case handler, but they didn't reply. 


On the day the engineer installing the meter, he got a WhatsApp from EDF (He showed me his phone), saying " we have an account fault DO NOT INSTALL THE METER ). The engineer, had already started and said " You need this installed anyways so they can sort it themselves" . 

I got no IHD and no working meters, Contacted EDF who said they will fix it. 

No fix, contacted them multiple times again via WhatsApp either being told " we are trying to fix it " or " there is a fault" with no end date. 

Escalated this again with the ombudsman, who basically told me " I have spoke to EDF, there is a fault and they are going to fix it". 


EDF now won't reply to any of my WhatsApp messages, and I have raised two emails Srossi with no reply, The ombudsman don't appear overly interested in my case now it is closed. I have asked to have it reopened to be echoed the same " there is a fault ". All I want is a fix, or a date that this is going to be fixed.. 



I fully understand if there is a fault with my meter that it could take time to fix, however it has now been broken for 6 weeks, with no fix and nothing more than " we will try and activate it from our end". 



Does anyone know how I can escallate this, surely this isn't right? I don't know how much higher I can raise this, do I need to escalate over my account manager in the ombudsman? 

I have raised now multiple times, I would happily leave EDF to another company, but I am being ignored, I would also like my exit fees waved, I am not paying £300 to exit the awful customer service with EDF. 

Thanks for listening to my ted talk / rant Issues with EDF.

pseudodox

On his live show this week Martin Lewis stated that 40% of installed smart meters are causing problems or not working correctly.  His stance was that instead of the constant push to install meters there should be instead a push to get the already in situ ones working correctly.  Does make sense.  I am with EDF, planning to accept a SM when it suits me (personal issues at the mo) but they keep bombarding me with texts and emails.  Perhaps the time & effort they expend on pushing new installs is preventing them having the resources to deal with exisitng problems as with the OP.

MeteredOut

Simplest fix might be to move providers and ask new one to imstall SMETS2 meter.

2319WeHaveA2319

Interesting, if I was told there is a national issue with the non EDF network I would be less annoyed, at the moment it feels like a failing with EDF. 

2319WeHaveA2319

MeteredOut said:

Simplest fix might be to move providers and ask new one to imstall SMETS2 meter.

I would love to move and that is my plan, but I am in contract and they want £300 off me to leave. 

2319WeHaveA2319

After speaking with EDF again on the phone, I was told "Sorry I can't help you, and the account notes don't make any sense so I don't really know how to help you" , maybe you should speak to the ombudsman again.. I will send an email to someone to get in touch with you. 

MeteredOut

2319WeHaveA2319 said:

MeteredOut said:

Simplest fix might be to move providers and ask new one to imstall SMETS2 meter.

I would love to move and that is my plan, but I am in contract and they want £300 off me to leave. 

Is that exit fees (so you chose to sign up for a fixed tariff) or your outstanding balance? Or a combination of both?

QrizB

pseudodox said:

On his live show this week Martin Lewis stated that 40% of installed smart meters are causing problems or not working correctly.

If he stated that, I want to know where he got his figures from.

The official figure is 9%.

MeteredOut said:

Simplest fix might be to move providers and ask new one to imstall SMETS2 meter.

I had a problem with my EDF smart gas meter. After a year of me asking EDF and them not fixing it, I switched to Octopus. They fixed it (replaced the meter).

2319WeHaveA2319 said:

MeteredOut said:

Simplest fix might be to move providers and ask new one to imstall SMETS2 meter.

I would love to move and that is my plan, but I am in contract and they want £300 off me to leave. 

When does your fixed contract end?

2319WeHaveA2319

The £300 is exit fees, I am in contract until June. 

QrizB

2319WeHaveA2319 said:

The £300 is exit fees, I am in contract until June. 

Probably worth sticking it out until then, then, unless your fix is wildly uncompetitive.

housebuyer143

So your meters work as in record your usage, the smart element doesn't?
Honestly, it's not uncommon - British gas and swalec I have had issues with in the past.. My gas one just stopped working for years. 
Now in my new house the gas smart meter just works when it wants to.