OVO: Contacting them

Lightray

I'd Like to give some feedback on my experience in the last 30 minutes of trying to contact OVO.

My Feedback for what it's worth: The Digital Chat assistant is appalling (no where near being AI) and just a few preformed option trees with prefilled statements. I think I could program it better and yet I don't know anything about computers! It very quickly goes into a loop if you are not a current customer. So why not say that it's only for existing customers.

There is no way of communicating with OVO to a REAL PERSON (apart from those with existing contracts who can talk to the Philippines which I did). No wonder their customer relations reputation is so poor. I have to say the guy on the phone was helpful but said he couldn't help me!

I wanted to understand the 1 year contract + boiler cover and in particular the pricing structure of the boiler cover which is very confusing on the T&Cs on the website (as has already been posted below). It almost looks like deliberate obfuscation! The Philippino guy told me I have to make a full application and then I will get the pricing which is not good enough.

A request to Managers at OVO: Please can you spell out the cost of the Boiler cover for the first 6 months and following 6 months of the 12 month contract clearly on the website to save customers going through a heap of confusing T&Cs and making a full application. In fact when you look carefully at the unit charges etc I'm not sure there'd be any savings if you have to pay more for the second six months cover in some way!! Anyway I have boiler cover so this isn't my deal. 

I shall avoid OVO in any switch option I might persue.