[Landmark]

Originally Posted by Sopac4lyfe

I'm on twitter, there must only be a certain type of customer they reply to

Did you send them Private Message on Twitter as opposed to bulletin message?
If so, did you try only one time? If so try again; it's the fastest way in my experience.
Remember we are in a fuel crisis and this has the potential to impact on response times.

[brisinger]

That doesn't work. All they say is you'll have to put up with the problem😡

[theunknowntech]

Originally Posted by brisinger

That doesn't work. All they say is you'll have to put up with the problem😡

What problem are you having? I might be able to figure something out. I don't work for E.On though, so I can only give advice. But it might be more than what you've had so far at least.

[brisinger]

It seems I'm not the only one by far. Mine's about as useful as a chocolate Teapot :(
Mind you I think that the same IHD's should have been provided across the board rather than the one that's fitted it. I think that it's about time the legacy ones need to be replacing to up to date ones but that's too logical for them. It's evident that they are out of date. I feel they aren't interested in the customers and if they stop working they are basically saying, tough! This is the response I got...

" Good morning, I'm sorry about this. We have had a few problems with IHD and unfortunately we are not replacing them are the moment, I understand one of the reasons smart meters are installed is to track your usage, all i can do is apologise for this and assure you that everything with your actual smart meter will still run and work smoothly. I have formed a complaint for this and I have credited your account £20 as a customer service gesture for the lack of replies and service provided. Warmest Regards, Courtney Energy Specialist at E.ON Next

Courtney from E.ON Next"

[Beki]

@brisinger Hey, it's Beki here again 👋 I have located your account and have sent you an email. I look forward to hearing from you! 😊

[JerryFr]

A Twitter communication can be raised in the public domain, so is in the company's interest to resolve the issue.

[Daljit]

They should have a proper fault reporting system. I think they use Twitter, Facebook, and Community forums because issues reported via these do not get properly registered and hence make their fault stats look better. It's a sort of backdoor customer service off the books as it were.

[Landmark]

Originally Posted by Daljit

They should have a proper fault reporting system. I think they use Twitter, Facebook, and Community forums because issues reported via these do not get properly registered and hence make their fault stats look better. It's a sort of backdoor customer service off the books as it were.

Many companies are doing it this way; you could say it's the new fashion. It's the same with language, which also changes over time. If you prefer, though, you have the option to follow the suggestion given above by JerryFR by staying public about it; however, you might need a little more patience that way😉

[silverfox55]

So I have been told that I am not allowed to go to the omudsman. So eonnext will not engage with anybody and you are not allowed to go to the ombudsman. What an excellent way to stifle complaints !!!!!!!!!!!

[Daljit]

That's another reason for having a proper registered fault process - the ombudsman will only accept referrals after 8 weeks of a documented complaint to the supplier. Public forums don't count as registered complaints or even as a recognised fault report.