Octopus Complaints?

grn99

Interesting. Whilst I have always had replies to any email queries, they rarely address the main point and I always get the same person's sig block on every email!!

So, do we get assigned CS agents for email correspondence? Each time I asked a new question on a new email, I hoped someone else would respond...it was always the same person...which would be great of they were one of the ones who read the mail and answered the point. I eventually had to call and the person who took the call was brilliant!

EssexHebridean

I had my complaint progressed by the original CS rep who initially picked up my initial enquiry - and she continued dealing with it throughout. Interestingly I also had another small niggle over something part way through the process - mentioned that in the correspondence  and she also took that on and dealt with it immediately (and satisfactorily) as part of the process. 

Gerry1

grn99 said:

I always get the same person's sig block on every email!!

So, do we get assigned CS agents for email correspondence?

Yes, each Octopus customer is allocated to a small team.  It's a good idea intended to ensure you don't get passed from pillar to post and have to repeat a sorry saga to a completely different person each time.

Best to phone if it's too complicated for email.  You can usually get through quite quickly and it won't cost you anything because it's an 0808 number.

Bendo

My experience is different..emails do get answered but can take a good few days. They seem to machine analysed to route appropriately,  e.g. menion of home mini will route it to the team that deals with them, even if it was a fleeting mention.

Best to keep all emails very simple and straight to the point, e.g. if requesting a repull of meter data, don't mention the mini had it all or it confuses the routing of the email.

Qyburn

I had no response of any sort to my email regarding missing smart meter data. Nor the follow up email a week later. They only took any action once I emailed. Now I'm supposed to be getting an email to book on site work, I guess I probably need to phone to chase that as well.

mac.d

I've not had any issues with billing but dealt with them a few times related to smart meter complaints for a couple of different accounts, all done by email and like Bendo, takes a few days but always dealt with. One in particular took ages, but the same person who'd been dealing with it right from the start continued to monitor & report back, albeit slowly at times.