Communication via social media

  • Queenie's Avatar
    Level 3
    Why is it that contributors to this forum are often asked to contact E.On Next teams or support people via Twitter? It is also intimated that one's queries etc will be answered more quickly.

    This is not acceptable. I will not have anything to do with social media platforms and I'm sure many would agree wih me. I read a post from one of your unofficial tech advisers who was suggesting a customer with a problem should get in touch via Twitter and who, rather scathingly, said join Twitter to get in touch and 'If not, why not?'

    I could give him a number of reasons but I won't waste my breath.
  • 5 Replies

  • Landmark's Avatar
    Level 28
    I assure you that you'll not 'waste (your) breath', since I'm prepared to weigh up all the pros and cons in an objective and reasonable manner hereπŸŽ“
  • Beki_EONNext's Avatar
    Community Manager
    @Queenie We have a number of ways that customers can get in touch with us and it is often easier for customers to reach out via social media messages as they have the freedom to carry on their day, until an Energy Specialist is available. We also pride ourselves in being able to help customers 24/7, 365 days a year via social media and so for us, it's kind of a big deal! 😁

    You can of course, email, send a letter and call ... and I've heard rumours of Whatsapp 😱 (more to come on this!)

    Are there any others ways in which you would like to reach out to us? 😊
    You're invited to our first ever Community Celebration and Awards evening! πŸŽ‰
    Friday 7th October 2022 @ 1900hrs

    Book your FREE ticket today!
    πŸŽˆβ€‹β€‹β€‹β€‹β€‹β€‹β€‹
  • Queenie's Avatar
    Level 3
    [QUOTE=Beki;4754] @Queenie We have a number of ways that customers can get in touch with us and it is often easier for customers to reach out via social media messages as they have the freedom to carry on their day, until an Energy Specialist is available. We also pride ourselves in being able to help customers 24/7, 365 days a year via social media and so for us, it's kind of a big deal! 😁

    You can of course, email, send a letter and call ... and I've heard rumours of Whatsapp 😱 (more to come on this!)


    Hi Beki,
    I keep hearing this term 'energy specialist'. Please describe their expertise and function and why are they only available on social media? Have they any 'clout' regarding getting things done and how do they compare with those customer service personnel who reply to customers via email or phone.
    So far on this forum both in help and support and in the general discussion section I see very little evidence of very much customer satisfaction despite what you and your colleagues purport to stand for. I know you are at the mercy of others and can only pass on what customers are asking for. It all seems a bit pointless when nothing happens.
    I personally have had very little satisfaction so far from customer services when I have contacted them. And despite you having reported my issues to someone else, I am still waiting for some action which - just for the record was reported in Sept. 2021 after my incomplete smart meter installation .
  • Beki_EONNext's Avatar
    Community Manager
    @Queenie Energy Specialists are those that look after you account, who have been trained to be able to answer all of your questions. Much like myself. They are available on the phone, by writing to us, as well as on social media.

    I'm sorry that it is taking it's time but I have some news re an appointment. I'll pop you a private message. 😊