Complaint - nPower Central heating cover/services

i.aadi · 14 February 2011 at 4:53PM

Hi

I have Central heating maintenance insurance of nPower from last 8 months.
npower.com/web/hometeam/index.htm

I had reported the fault about my heating panel to nPower in Oct/Nov 2010. Then their engineer came to check the problem after couple of weeks and informed that it requires to change the heating panel parts.
He told me that he will be in touch as soon as he receives the required parts.

Since then, I haven't received any single call about the updates from him or either nPower about the status. Moreover, I have been trying to chase nPower until today to resolve the heating issue.

After hundreds of calls/thousands of minutes calls, I was successful to make an engineers appointment on 4th February 2011 at 08:30!
So then, I chose to stay at home waiting for engineer and get the work done. However, engineer didn't come on time, so then I call to nPower at 09:30 and I have told he will be there by next hour. Then every one hour I called got the same answer. In the one call nPower told me that he will be coming to your home after finishing rest of the faults.
I was not happy with the answer and continue to call them every hour but the same answer and with the new addition that, “engineer will contact you soon...”
But no one called me ... then finally, at 19:55 before their closing time, I called and asked to reschedule the engineer's appointment and it reschedule after efforts on 14 February 2011.

On 14th February 2011, no difference..

(1. Engineer didn't arrive as per the appointment schedule
2. Frustration over long paid calls made and response and support from nPower team
3. None of the solution/alternative provided by nPower
4. Finally, my family with just over one year daughter suffered in this extreme winter season)
5. Due the extreme winter in December and poor heating conditions at home myself and my wife suffered from frostnip. Tried with the electric heating system but found other problems to our body.

I looking for an advice over frustrating services/call handling by nPower central heating call team and engineers.

Thank you in advance
Adi

meggsy · 14 February 2011 at 5:04PM

Sadly npower customer service is dreadful Adi

Here is a link to another customer who is having trouble with them

https://forums.moneysavingexpert.com/discussion/3012112

Good luck

nPower · 15 February 2011 at 3:52PM

Hi i.aadi

I'm really sorry to hear about the problems you've had trying to get your heating panel sorted.

And also your frustration with the (mis)information given to you by the call advisors. It's certainly not a good example of the standard of service we try to try to normally offer customers.

I'd like to take this up with the team involved for you - would you mind sending your details to forumresponse@npowe.com so I can look into this for you?

Best Wishes
Sally

nPower · 16 February 2011 at 11:46AM

Hi i.aadi

Just noticed I missed out the 'r' in npower in our email address! So sorry - can you email us at [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]

Many thanks
Sally

Svas · 6 May 2011 at 10:44AM

Hi,

I also have the same experience with npower Home Care Team, I joined in Feb and the money has been going out from my bank account monthly. Last month I get a call they want to do initial inspection of boiler and I take a day off and i get a call saying that engineer is busy with other stuff so he wont make it.

After sometime they again give me a call and fix a date, the engineer comes and does some inspection and says there r some issues with boiler and i will be notified by the customer services and nearly 20 days over no information.

I call them again yest, asking whas going on and they say they shuld have got back to me sorry etc, and then they say they have cancelled my membership, but they have still taken the money from my bank account yesterday.

When infact they shuld have told me what the issues are and how much it would cost me to get it repaired initially, nothing of that sort and to my surprise closing of membership without informing the customer and on top of it still taking the money.

What an appaling customer service and i wuld say beware guys think twice before taking any npower membership boilercare or heating. I wuld advise though other competitors may be a quid or two expensive but worth giving a try with them.

I still dont know if i will get back my money which they have taken for the last 4 months. Absolute disgrace

Aaadi did u get urs sorted or not ?

Srini

nPower · 6 May 2011 at 4:02PM

Hi Svas

Sorry to hear about the issues you have been having - and you're correct, your membership should not have been cancelled without notifying you first.

Can I look into all of this for you? Just contact us on the forumresponse@npower.com and I'll make sure someone looks into this straight away for you.

All the best,
Sally

Svas · 9 May 2011 at 9:32AM

Hi Sally

Thanks for the information, but yeah i was really surprised when i got to know that they cancelled the membership.

I was told by the engineer some repairs r needed and they would send me the quote and if i want i can proceed or not later on.

I was waiting and waiting for info. come through and nothing happens.

Should i email to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] , do you need any details like membership ID etc.

Please let me know

Thanks

Srinivas

nPower · 9 May 2011 at 9:53AM

Hi Srinivas

I thought it was odd that that your membership was cancelled? If you pop your home address and membership number in the email, we'll be able to track down your account from that.

All the best,
Sally

nPower · 9 May 2011 at 11:11AM

Hi Srinivas

Just to let you know I've received your details and will get straight on it for you.

All the best,

Sally

greytroot · 9 June 2011 at 5:13PM

Oh dear wish I had read these prior to me taking out the hometeam 50 in march - just had to call them and they have no details recorded for me - not even at my address - strange but they still manage to take £15 a month from my bank account. So the bloke on the other end of phone says there is nothing i can do as you are not a member - asked to speak to supervisor (all very busy and they will call back). Will keep you updated on what happens!

greytroot · 9 June 2011 at 6:01PM

So no return call within the promised hour. Phoned again had to go thru it all again. Transferred to memberships on hold for ages then no we cant find you - you are not a member. Joined in March online - got a membership pack, card etc and no returned Direct Debits from them. Now I will try a complaint and see what happens.

Complaint - nPower Central heating cover/services

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