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  #1  
Old 23-10-2013, 11:51
anand anand is offline
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Default First Utility and call centres: scripting Vs thinking.

Couple of weeks ago decided to switch and fix my gas/elec. First Utility came up as the cheapest, fixed for 2 years beating my current deal with E.on by 115 per year on top of any future price rises. Got an email next day asking for "further information". Followed the link and re-entered all my details - no problems.

Back from holiday 2 weeks later - no word re the switch. Check the order tracking website - more information needed! Call us to update...

Called them today at 1030h - in queue for a little over an hour. Conversation as follows:

Me: Hi, don't have my account number anymore as I'm not at my computer. Can you get my account details by address?
Heather: Sure.
Me: Whitley Road, Cambourne CB23 6AS.
Heather: Great got your account, you're a new customer?
Me: Yes, well not quite, I applied to switch and haven't heard anything.
Heather: Ahhh, looks like the information you've given us is wrong.
Me: Yes I got an e-mail... I re-entered my details online a couple of weeks ago, the day after I applied initially.
Heather: Yes, your meter point reference number is still wrong.
Me: Ok. The number I have on my current bill is XXXXX.
Heather: That's the number we have. It's assigned to a meter at a different address.
Me: Which address?
Heather: The post code is CB23 6AS.
Me: I think that's the right post code then.
Heather: No its the wrong post-code.
Me: That's my postcode.
Heather: Oh hang on - that's your postcode. The computer says it different to your postcode, why's that?
Me: I don't know.
Heather: Let me talk to my colleague.

Ten minutes go by
Heather: Hiya - yeah there's a problem with our system. I'm just going to re-do your order again, I'll copy and paste the details.
Me: Well I've tried to re-apply. However, it's blocked because there's already an application in progress at this address.
Heather: I'll do it through my system..tick-tock..It won't let me do it because there's an application already in progress. Let me speak to my colleague.

5 mins pass
Heather: Right, I have to speak to another department who will put the data in manually.
Me: Ok. Do I need to speak to them?
Heather: No you don't need to, I'll send them all the details we have here.
Me: Ok so does that mean they'll put all the same details in again? The ones we have already put in?
Heather: Yes but they do it manually.
Me: Ok how is that different?
Heather: Well they're a special department.
Me: Hmmmm, how long will it take?
Heather: Up to 7 days to process the application.
Me: How will I know what's happening?
Heather: You should get an email in the next 2 weeks.
Me: Are you sure there is no way I can speak directly to this special department.
Heather: No.
Me: Ok. Well fingers crossed.
Heather: Is there anything else I can help you with?
Me: *bite tongue*

Hopefully this will make someone smile.

Anyone else used this company? Have I just been unlucky?
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  #2  
Old 23-10-2013, 12:06
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Simon Simon is offline
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I avoided them due to the poor ratings on service...
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  #3  
Old 23-10-2013, 12:53
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Quote:
Originally Posted by anand View Post
Couple of weeks ago decided to switch and fix my gas/elec. First Utility came up as the cheapest, fixed for 2 years beating my current deal with E.on by 115 per year on top of any future price rises. Got an email next day asking for "further information". Followed the link and re-entered all my details - no problems.

Back from holiday 2 weeks later - no word re the switch. Check the order tracking website - more information needed! Call us to update...

Called them today at 1030h - in queue for a little over an hour. Conversation as follows:

Me: Hi, don't have my account number anymore as I'm not at my computer. Can you get my account details by address?
Heather: Sure.
Me: Whitley Road, Cambourne CB23 6AS.
Heather: Great got your account, you're a new customer?
Me: Yes, well not quite, I applied to switch and haven't heard anything.
Heather: Ahhh, looks like the information you've given us is wrong.
Me: Yes I got an e-mail... I re-entered my details online a couple of weeks ago, the day after I applied initially.
Heather: Yes, your meter point reference number is still wrong.
Me: Ok. The number I have on my current bill is XXXXX.
Heather: That's the number we have. It's assigned to a meter at a different address.
Me: Which address?
Heather: The post code is CB23 6AS.
Me: I think that's the right post code then.
Heather: No its the wrong post-code.
Me: That's my postcode.
Heather: Oh hang on - that's your postcode. The computer says it different to your postcode, why's that?
Me: I don't know.
Heather: Let me talk to my colleague.

Ten minutes go by
Heather: Hiya - yeah there's a problem with our system. I'm just going to re-do your order again, I'll copy and paste the details.
Me: Well I've tried to re-apply. However, it's blocked because there's already an application in progress at this address.
Heather: I'll do it through my system..tick-tock..It won't let me do it because there's an application already in progress. Let me speak to my colleague.

5 mins pass
Heather: Right, I have to speak to another department who will put the data in manually.
Me: Ok. Do I need to speak to them?
Heather: No you don't need to, I'll send them all the details we have here.
Me: Ok so does that mean they'll put all the same details in again? The ones we have already put in?
Heather: Yes but they do it manually.
Me: Ok how is that different?
Heather: Well they're a special department.
Me: Hmmmm, how long will it take?
Heather: Up to 7 days to process the application.
Me: How will I know what's happening?
Heather: You should get an email in the next 2 weeks.
Me: Are you sure there is no way I can speak directly to this special department.
Heather: No.
Me: Ok. Well fingers crossed.
Heather: Is there anything else I can help you with?
Me: *bite tongue*

Hopefully this will make someone smile.

Anyone else used this company? Have I just been unlucky?
They are all as bad, it takes months to change supplier, especially gas resulting in getting out of kilter for a dual supplier deal. Watch IGT charges too. Best for me has been been OVO energy who at least pay interest on overpayment which is higher than I can get anywhere in savings accounts.
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  #4  
Old 23-10-2013, 20:54
Envicta Envicta is offline
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Very familiar story!

I'm also on Whitley road in Upper Cambourne and E.ON are currently trying to sort out my gas bill.

They have my meter registered to both my house and one in Haverhill.

They sent me a 4 figure bill and they've been to sort it out for over a year now!

I think Taylor wimpey made a right mess of these houses!
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  #5  
Old 23-10-2013, 21:37
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roger hume roger hume is offline
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Quote:
Originally Posted by Envicta View Post
Very familiar story!

I'm also on Whitley road in Upper Cambourne and E.ON are currently trying to sort out my gas bill.

They have my meter registered to both my house and one in Haverhill.

They sent me a 4 figure bill and they've been to sort it out for over a year now!

I think Taylor wimpey made a right mess of these houses!
A friend in Cambourne was here for many years and yet never got a bill from his new home here, one of the first residents too
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  #6  
Old 23-10-2013, 22:47
BigManBob BigManBob is offline
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Computer says Nooooo
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  #7  
Old 24-10-2013, 06:38
Darwin Darwin is offline
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I moved here and went with First Utility. After getting the previous owners bills for a couple of months and them not sorting it out quickly, I switched companies soon after. There is so much choice, it's not worth staying with a company that gets their billing wrong.

I can recommend Ovo energy as far as customer service goes, they're about as good as it gets.
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  #8  
Old 24-10-2013, 19:12
quinophex quinophex is offline
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The meter reference numbers and post codes are most likely all over the place. When we moved in here I had to chase down our supplier and was told by the meter number helpline to give a totally different post code and a plot number rather than house number, similar story for the electric so it's not necessarily the fault of the suppliers.

I made the switch to EDF when we moved in and knew it would be lots of time and phone calls having done it just last year when moving to a house where we lived for 9 months. Moving out of that place we finally settled all the bills after 2 months being here. After moving here it took about 5 months to sort both gas and electric and get onto the right tariffs, on the upside if you know how to complain then it's worth noting that I got a 90 credit for the previous place (due to mistakes and delays) and I think it was a 60 credit here just because the process was slow and I asked nicely.
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  #9  
Old 26-10-2013, 10:43
StuteGirl StuteGirl is offline
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We are with First Utility since we moved here 3 years ago (new build) and have never had a problem with them.
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  #10  
Old 26-10-2013, 12:07
anand anand is offline
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quinophex - I'm probably not at the point where its fair to complain. If things go wrong how should I go about complaining?
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