EDF Energy Feed in Tariffs - We are making some changes

keirsatanthethird

I think the vegetarians might object!

I used to teach software design, a complex evolving speciality, which is never perfect, but you would not expect a system to fall so far short for so long if adequate testing had been implemented originally. I am patient anf I am not in desperate need of the money, but EDF have fallen short in functionality, communication and transparency.

mmmmikey

keirsatanthethird said:

I think the vegetarians might object!

I used to teach software design, a complex evolving speciality, which is never perfect, but you would not expect a system to fall so far short for so long if adequate testing had been implemented originally. I am patient anf I am not in desperate need of the money, but EDF have fallen short in functionality, communication and transparency.

There's a world of difference between teaching software design and implementing complex IT systems in a real world environment.

What makes you think the issue with the software design rather than the data, underlying infrastructure or security issue?

This is a system that has only been used twice so far so although it's been in place for some time it's hardly been tested in real life yet.

I fully understand your frustration but I think you're views are coloured by the poor customer service you've received and you're massively underestimating the complexity of implementing this kind of system.

To put this in perspective, I've had one payment that was late by a month or so and another that was late by a week or so - which I think is typical for most customers and still much better than most providers. Do keep in mind that this is a forum where people come if there are issues so it's always going to look worse than it is.

So I'm not seeing any evidence of some great EDF conspiracy in an attempt to rip us off or IT incompetence, just the normal bedding in issues for a large scale, complex IT project.

None of which makes your experience acceptable of course. My point isn't that you don't have good reason to complain, just that it's in my view wrong to attribute it to some kind of EDF conspiracy or unnecessary IT upgrade.

Nothing to stop you voting with your feet if you choose, which is probably what I would do in your position.

inspectorperez

mmmmikey said:

keirsatanthethird said:

I think the vegetarians might object!

I used to teach software design, a complex evolving speciality, which is never perfect, but you would not expect a system to fall so far short for so long if adequate testing had been implemented originally. I am patient anf I am not in desperate need of the money, but EDF have fallen short in functionality, communication and transparency.

There's a world of difference between teaching software design and implementing complex IT systems in a real world environment.

What makes you think the issue with the software design rather than the data, underlying infrastructure or security issue?

This is a system that has only been used twice so far so although it's been in place for some time it's hardly been tested in real life yet.

I fully understand your frustration but I think you're views are coloured by the poor customer service you've received and you're massively underestimating the complexity of implementing this kind of system.

To put this in perspective, I've had one payment that was late by a month or so and another that was late by a week or so - which I think is typical for most customers and still much better than most providers. Do keep in mind that this is a forum where people come if there are issues so it's always going to look worse than it is.

So I'm not seeing any evidence of some great EDF conspiracy in an attempt to rip us off or IT incompetence, just the normal bedding in issues for a large scale, complex IT project.

None of which makes your experience acceptable of course. My point isn't that you don't have good reason to complain, just that it's in my view wrong to attribute it to some kind of EDF conspiracy or unnecessary IT upgrade.

Nothing to stop you voting with your feet if you choose, which is probably what I would do in your position.

With respect and at the risk of incurring the wrath of those who have worked within this field in the utility industry, I think you are being remarkably generous in what appears to be a defence of EDF's performance in migrating from one platform to another.

For one thing, the Kraken system is not something which EDF have designed and created for their own purposes. My understanding is that Kraken is a software product designed for specific use within the utility industries and to that extent has already been designed and tested before being marketed to utility customers such as EDF.

Secondly the data fields necessary to populate the system are hardly extensive and will feature standing data harvested over the years that FIT payments have been in existence. Customer name, address, FIT number, meter number, bank details should have been straightforward to harvest from the records maintained by EDF and either electronically imported into the new platform or entered by manual methods. I cannot see this as difficult or rocket science in rolling out a new system. Any software design company worth their salt would always be on hand to offer help and support in such a process.

Robin9

EDF do still to have some issues.  I received a payment in August covering July / August

Rang them yesterday to ask when the next payment is due.   They raised a credit for July -  November . ie paid me twice. They had no record of the August payment (but it's on the App and I have a per copy.

Also yesterday EDF advised details of M12 a unit rate of 15p - much better than the previous 5.6p

mmmmikey

Just got my December payment so looks like system and process are working properly again. No doubt there will still be issues sorting out some accounts but hopefully now the basic process seems to be working again it won't take too long for EDF to resolve any issues with specific accounts.

inspectorperez

mmmmikey said:

Just got my December payment so looks like system and process are working properly again. No doubt there will still be issues sorting out some accounts but hopefully now the basic process seems to be working again it won't take too long for EDF to resolve any issues with specific accounts.

Likewise. Fingers crossed back to normal.

Discovery_Shropshire

So, just called EDF after submitting my reading on 9th December (and receiving an email confirming they had it)....their response on the phone was ....sorry we don't have your reading....I explained they had sent me an email confirming they had it.....and that things are no better than they were 6 months ago.....to be told...things are much better than they were.....I explained that it depends which end of the phone line you are on!

timh89

I have recently moved into a property which is on the EDF Feed In tariff. The previous owners did complete the change of ownership form, but i have not heard anything from EDF.

I am wondering if this new system is part of the issue.

 I have been trying to contact them for a few months, with no luck. 
Could anyone provide me with the phone number they successful use to speak to someone from the FIT department at EDF?

jennifernil

E mail…..Feedintariffs@edfenergy.com

phone…..03330097009.    From correspondence we had from them, bur may not be up to date.

or for the “green energy team” have you tried 0800 404 9087 ?

timh89

Unfortunately both those numbers are no longer in use.  I have also previously emailed that address and have received a 'Not possible to deliver' response, as if that email address is no longer valid.

I have tried contacting the main EDF phone number, the 'helpful' customer advisor could only pass on my contact number and details to the Feed In Tariff Department. But I have been waiting months for a call back and no luck.
I will just keep calling until i can speak to someone.