Symbio Energy feedback

Glad everyone is sticking together and still posting relentlessly. I post so often because as fewkeste said I do have concerns about this company. I'm willing to give them a go, not too bothered about the so called advance billing as its really what most other companies do. You pay a monthly sum and its offset by the bill issued a couple of weeks later. Don't really understand the 3 monthly thing though. Especially as this company initially wanted us all to have smart meters installed. I'll stick with them for now, take my fiver (thank you very much) but continue taking readings when I feel the need to do so. If I'm regularly over billed I'll take it up with them. Especially as due to their opening reading !!!! up my meter doesn't even read what they've estimated it to be on May 2. It's currently reading 8509.9 and they estimated it to be 8541.5 on the 2nd. As I said earlier they took my may 1st reading as my April 24th reading. Hopefully powershop will bill to that may 1st reading.

As for the relentless posting this threads only at 10 pages. Last time I looked (in part due to eager contributors like myself and fewkeste) my previous suppliers powershops thread was in excess of 55 pages

Tafrock wrote: »

Oops yet another post. So soon after the last post too. Apologies in advance to those I may infuriate.

However I have just been on trust pilot and symbios thread has become quite active in last 24 hours

So active they have taken the time to respond in person and we now have the name of their senior customer services rep

Here's one of their many replies.

Dear Reviewer
Thank you for taking the time to letting us know about our performance. We are sorry, we have let you down. We acknowledge our shortcomings and are working on improving our service. We will try and become a 'proper teapot' but your point is well made. The customer is always right and for this we sincerely apologise. If you are minded, please e-mail our senior customer service manager on [EMAIL="sam.b@symbioenergy.co.uk"]sam.b@symbioenergy.co.uk[/EMAIL] and we will see if we can arrange some small recompense for your troubles.

We wish you well for the future

Best wishes


Symbio Energy Team

Another thing that irritates me... they don't work weekends. Not even a few hours on a Saturday morning, yet they are available to reply to comments on Trustpilot...

Tafrock wrote: »

However website contains this 'Symbio Energy Customer Serivces: Monday-Friday 9am-6pm & Saturday 9am-3pm'

Well, how sneaky is that? Had I known this, I would have phoned them earlier today. I've just check my bill email & it states:

"Should you need any further information, please do not hesitate to contact the Customer Services Team on 0800 041 8110 or email us at [EMAIL="customerservices@symbioenergy.co.uk"] customerservices@symbioenergy.co.uk[/EMAIL] The Customer Service hours are from 9.00 am to 6.00 pm, Monday to Friday."

No mention of Saturday.

Tafrock wrote: »

After all symbio customer services have plenty of time on their hands at weekends

Not after people read this, you've let the cat out of the bag, so to speak :T:rotfl:

I phoned them this am and very impressed with their telephone system. It advised me what place I was in the queue. They have given compensation for the issues raised. Also confirmed my account will be credited with £5.00 and two months extension on my fix tariff. The gentleman i spoke to was Deepak and extremely helpful.

Tafrock wrote: »

Excellent to hear this mable. I was impressed by the replies both to yours and my trustpilot review by symbio.

I am waiting on a reply from my previous supplier (powershop) about my closing meter read so I can ring symbio myself and tell them what readings to use on my account.

The customer service seems to be improving at symbio so I'm confident I will remain as a customer now

I posted my review on Trust Pilot on Bank holiday Monday and by 6pm a resolution was reached at. How good is that. You would not get that with a lot of suppliers.