Npower Obscenities – is it just me?

ChrisDB wrote: »

Thanks DawnCrush!

Sadly, even when confronted with the evidence, Npower didn't give me the impression they were taking this seriously. I'm sure they could have fixed the problem over the phone when I first reported it but they said it would be resolved in 7 to 10 working days. They took 15 days, which doesn't strike me as a company taking this issue seriously. And with no apology either, what am I left to think?

I have no idea what Npower have done to find the culprit responsible for the obscenities and I don't suppose I will ever know. Since their actions ensured I was unable to switch suppliers for 15 days until they resolved it, perhaps Npower promoted the person responsible because it kept my business for longer.

As I indicated in my earlier post, I would be astounded that any supplier, in any field, would accept their customers service representatives being obscene.

Indeed, it could even be a criminal offence - but that may be taking matters a little too far.

Such obscenity would surely only serve for the affected customer to take their custom elsewhere.

I would be amazed that even the front line customer support would not attempt to diffuse such allegation, as it probably involves one of their work colleagues who may well end up losing his or her job if these allegations are upheld.

However, if that did not occur, the complaint would then be passed to a specialist team for investigation. That should be responded to within 28 days. It will certainly not look good for the individual involved now it has escalated to this stage.

If still not resolved, the matter will be escalated by the specialist team to the even higher level Customer Relations team for review.

I really don't see how this matter would ever be allowed to escalate outside of the supplier themselves, unless of course the supplier does not uphold your complaint despite the evidence you appear to have and have provided to the supplier. There is no other defence; the communication was either obscene or it was not, and if the supplier even after 3 attempts, and at it's most senior level, disagrees with your allegation, I'm afraid in a situation like this, I very much doubt the ombudsman would find otherwise - but you can try if you want.

The supplier will be able to trace exactly who make the alleged obscene communication both by the evidence you have provided in support, and the fact that all such communications are recorded and identify the individual involved.

Why do you think any supplier would promote any individual who issues an obscene communication to their customers??? :huh:
The customers are those that pay the wages of not only the individual alleagedly involved, but also all the wages of those areas that review the matter internally, as well as every empolyer of the supplier.
I'm sorry, yoiu will have to explain your reasoning for making such a very strange suggestion.
How much money do you think any supplier makes from a customer in just 15 days???
Suppliers only make about £50 per year from each account holder. I don't think anyone would go to such unbelievable lengths for abouut £2 do you?
How much do you think promoting someone within the organisation would cost?

You comment makes no sense, sorry. Please explain.

I'm hope the nPower rep will see this next week, and you will take the offer of help that will no doubt be contained in any post by them.

Perhaps the nPower rep might then, in this exception case, give a brief report back to us all.

Or you may wish, after careful consideration, to contact the site admin to have this thread taken down sooner rtaher than later. I would hate any action to result against you if you are unable to prove your case - as proving your case is about the only defence you could have if action were taken against you. Whether you prove it or not, it can became very expensive fighting it, as MSE Martin will no doubt attest to in his attempt to fight another place, where a gentleman's retreat on both sides was the sensible resolution in the end.