?

Log in

Customer Service - Humans are made not born
arricc
arricc
Customer Service
Winner of my awesome award for customer service doesn't go to Scottish Hydro Electric this month.

A short while ago, they silently swapped us from quarterly to six monthly billing. This resulted in a mahoosive bill dropping onto our mat instead of just a massive bill.

So, I called them up, spoke to a nice young lady (in my mind she was smokin hot) had a general whine, was swapped back to quarterly billing and said I was happy to pay half, but the other half would have to wait a month. This was all very easy to sort out, notes were put on my account etc. and I ended the call a satisfied customer.

A few weeks later, we received not one but TWO nasty demanding letters for the unpaid balance.

*sigh* another phone call to customer services where I spoke to some guy who will for the sake of this entry be played by Frostie. Wasn't as helpful as the smokin hot lass and was fairly short and to the point. I can tell he's not getting any. He did say that yes there were notes on the account and was fairly direct in his "so when will you pay the balance?" line of questioning. I repeated my end of next month (aka - just after payday!) line and he confirmed he made another note on the account etc. All was as well as could be expected with the world but I was a little pissed I had to call them again.

Fast forward to yesterday.

I was round at a friends after work for a cuppa, and I get a phone call from The Wife. We had a nasty letter through the door from the Scottish Hydro Warrant Officer who had turned up collect the funds or fit a prepay meter. For some reas onwe weren't in when he turned up (see my further rant on this below) and, oh yeah, they were charging us £30 for his visit. Very threatening letter basically stating they would be getting a warrant to break in and fit said meter (and maybe break your legs) if you don't pay immediately.

So... I called the number on the Threatening Letter and spoke to the guy who was fairly useless as he "didn't have access to the computer to check any notes" but said he made notes against his work order of basically everything I've just related above, and advised us to contact the customer services again....

So The Wife did so. And according to the drone she spoke to, the reason that this was all happeneing is that neither smokin hot girl nor Frostie noted a date when we would pay by in their notes. Really? You could have like at least called us and asked - I get enough phone calls from your sales people trying to get us to take up your various home care agreements in case my kettle breaks down...

So anyway, The Wife paid the outstanding balance on the credit card to make them fuck off *grr* and hinted at how unimpressed we were at this £30 charge for some guy turning up on our doorste and luckily they waived that fee.

Still, in the very very near future we'll be looking for a new electrickery supplier as we've been fairly sure we're not getting the absolute best deal staying with them, but haven't seen the need to take the time to go through uSwitch to save a nominal amount every year.

Oh, and once I dig out the paperwork for the cover on my boiler if its with them, that'll be getting changed too.

Fuckers.

Anyway, I'll give the award to the nice lass that I spoke to yesterday while renewing my car insurance... I was very urprised to note that its been 5 years since vodkafrenzy managed to shoulder us with the Panda/Icon of Coil mobile :)
6 ROUSs | I don't believe they exist
Comments
ladydemonika From: ladydemonika Date: September 12th, 2009 07:00 pm (UTC) (Link)
we have had heaps of hassle with scottish hydro too. they are one of the worst power supply companies there is. we have been waiting 6 weeks for a letter (which was supposed to take a couple of days) with the new amount of our direct debit payments. notes were made on our account that we were still waiting for the letter but we were threatned with disconnection.
as soon as we can we are changing to eon. they seem to be the best for us at the moment.
toriana From: toriana Date: September 13th, 2009 08:53 am (UTC) (Link)
Wow. I've had no bother with them at all. I pay by DD though - don't know if that makes a difference.
ladydemonika From: ladydemonika Date: September 13th, 2009 04:08 pm (UTC) (Link)
we were already on dd but they wanted to raise the amount so we could pay off arrears caused by their 47% price hike...
thefastone From: thefastone Date: September 13th, 2009 01:42 pm (UTC) (Link)
Monthly DD FTW!

Cant say that we've really had any problems with them either, but you know what I would do, I'd get on and send an insanely nasty letter to their complaints department, making a point of noting that if they do not appease you, then you'll go to the energy watchdog, and that you are also now keen to switch suppliers.

in the letter also stress the financial hardship that you had to endure by sending such a large bill, caused by their changing of your account without your permission, and also by making you HAVE to pay the full amount to clear the account.

Further to that, make a point of pushing on the stress that they have caused by sending out a their warrant bloke, because they chose to desregard the agreements that TWO of their people made with you, and to then charge you for the privilidge. I'd also point out that simply waiving that charge is not good enough...

And as a final kick in the nuts, might be worth mentioning that should you not be satisfied, that along with a letter to the energy watchdog, you will also be contacting the BBC watchdog programme.

That should do it... make em suffer...

and when they only just cover the pain, then switch...

Edited at 2009-09-13 01:45 pm (UTC)
foolishfirebug From: foolishfirebug Date: September 14th, 2009 02:24 pm (UTC) (Link)
*snif* i was a good customer service blokey! i would have erased the account to zero . which is why i was told off alot :)
thefastone From: thefastone Date: September 14th, 2009 07:24 pm (UTC) (Link)
See its customer service when it suits them... :-p
6 ROUSs | I don't believe they exist