Octopus Energy Customer Service

Mum161111

I've always thought Octopus Energy had good customer service.  Lately they have been repliyng to emails.after unusual delays, then with non specific, not really relevant, answers - as if they had not read my emails.  After telephoning (following two email replies which did not address the question) the person I spoke to said they would telephone me back shortly.  I did not receive a telelphone call at all.

I tried again a few days later and gave the same details and asked the same two part question.  

It was a difficult 'phone call and I struggled to get the person understand my question,  to agree to look into my enquiry and hopefully answer my two part question.    I was assured that it would be done that day and I would receive an email with a reply and response that day - that was last week.  I did not receive the 'promised' email reply and I'm not sure if there are staff problems or if I am just a bit unfortunate.

I'm not sure what I can do when they don't seem to want to help.  I'm reluctant to complain because, previously, their customer service has always been very good.  Is anyone else experiencing a similar problem?  I wonder if it's just me.

I don't mean to be disrespectful but the communication seems to have become  really poor.

Netexporter

It was a difficult 'phone call and I struggled to get the person understand my question

What is the question? Perhaps the collective forum mind can help you reformulate your enquiry so Octopus do understand?

GingerTim

Mum161111 said:

I've always thought Octopus Energy had good customer service.  Lately they have been repliyng to emails.after unusual delays, then with non specific, not really relevant, answers - as if they had not read my emails.  After telephoning (following two email replies which did not address the question) the person I spoke to said they would telephone me back shortly.  I did not receive a telelphone call at all.

I tried again a few days later and gave the same details and asked the same two part question.  

It was a difficult 'phone call and I struggled to get the person understand my question,  to agree to look into my enquiry and hopefully answer my two part question.    I was assured that it would be done that day and I would receive an email with a reply and response that day - that was last week.  I did not receive the 'promised' email reply and I'm not sure if there are staff problems or if I am just a bit unfortunate.

I'm not sure what I can do when they don't seem to want to help.  I'm reluctant to complain because, previously, their customer service has always been very good.  Is anyone else experiencing a similar problem?  I wonder if it's just me.

Sounds like AI  bot responses.

Mum161111

Please don't be offended Netexporter -  but what I'm really concerned about is the way my emails and telephone calls seem to be futile and it seems as if Octopus Staff are just not responding appropriately.  I'm also concerned about having to ask the same question, be given assurances then, unfortunately, being let down when they agree to reply by a certain time - latterly by email the same day as my last telephone call - then 'nothing.'

I suppose I'm getting worried about the Customer Service not being as good as it used to be.

I have just read your reply GingerTim.  Have you any idea what can be done and is this something new for Octopus.? I think I know what AI is but when a reply is given,but not by a human, should it not be made clear.?   When I telephoned, I am not being funny,  but I'm sure I was speaking to human beings.  That's twice now:  when I was told I was going to be 'phoned back then I was to receive an email that day - both unfulfilled/ let me down.

masonic

I think it has been established with some degree of confidence that Octopus has at some points in time trialled AI to field responses to email queries. In some cases replies were received within seconds, without enough time for a human to read and respond. You should be fairly safe over the phone, but I've found the social media team is head and shoulders above their front line phone support. A DM on Twitter has resolved long standing issues on a couple of occasions for me, when I was unable to get any sense via email.

Mum161111

I feel as if I am being quite dim.    The email replies were delayed, not any fast replies and the telephone call was not returned.  I'm not verry technical and I don't use Twitter - not sure what a DM is. 

I don't want to jump the gun - but it's beginning to sound as if their 'personal' customer service is not as good as it once was.  If there is still no sign of the promised email reply I was thinking of waiting a few more days then resending exactly the same email - forwarding it and asking if they would please, as promised a week ago, reply.  What do you think?

Are The Social Media Team the 'Staff' who answer when you telephone?

masonic

Mum161111 said:

I feel as if I am being quite dim.    The email replies were delayed, not any fast replies.  I'm not verry technical and I don't use Twitter - not sure what a DM is. 

I don't want to jump the gun - but it's beginning to sound as if their 'personal' customer service is not as good as it once was.  What do you think?

They've taken on a huge number of customers and are still in the process of setting them up, so their CS cannot cope with the volume of queries expected when so many new customers arrive at the same time. Their efforts to meet demand have clearly resulted in some less trained individuals being put into front line support. 

The AI aspect is not necessarily a bad thing, it just requires a different approach from the customer. For example, when I asked for an up to date statement having not received the usual monthly one I got one super fast, it just didn't contain any charges, when I queried it the next reply definitely came from a human but I had to wait 2 weeks for it. The next time I was explicit in asking for my statement to include my usage between two dates, but I think they had the bot turned off that time.

Mum161111

That makes sense.  I don't want to be unreasonable or critical but I really did feel as if, one person in particular, was reading from a script rather than answering my question.  When they seemed sympathetic and promised an email reply the same day I was, at that time, quite pleased.  But of course it did not materialize.

I have been told that I am quite literal - I expected an email the same day, when that is what I was told would happen, with a reply/response and feel disappointed to be let down.

MikeJXE

If it's any help to you 

I have been with Octopus for 12 months

At first before I actually signed up they were very slow at answering emails 

Once my account was set up and because I new my usage from a similar property they accepted my choice of DD

I don't have smart meters, I give them a reading every 1st of the month, they email me to remind me.

Except for a general question a couple of months ago regarding smart meters which was answered within a couple of hours, I have never had to contact them

I read my meters weekly and enter the details on a spread sheet. I know what my bill will be before I get it and it is within a couple of pence.

I have requested a refund when I have had a large credit and received it.

I cannot recommend Octopus highly enough  

Mum161111

Until my recent, very disappointing, experiences I would have said exactly the same as you MikeJXE.  Something is going wrong and, in view of their normally very good customer service, it is not looking good for the future of Octopus Energy.

MikeJXE

Mum161111 said:

Until my recent, very disappointing, experiences I would have said exactly the same as you MikeJXE.  Something is going wrong and, in view of their normally very good customer service, it is not looking good for the future of Octopus Energy.

So what went wrong ? 

If you read your meters regularly (monthly) and give that to Octopus and check your bills which should be correct  I can't see what the problem could be.

 Octopus is a supplier of energy and you shouldn't rely on them providing readings, even if you have a smart meter as that is your responsibility, look at the threads on here smart meters are often dumb

Unless of course the smart meter packed up giving readings at all 

If it's about the IHD thats your responsibility too so get yourself another one or don't