I've now got 7p 0n the gas meter......... been two weeks waiting for you to send out a GAS CARD . The last four days i've been trying to sort this out on facebook messenger and now is not answering me back...........??????????????
Last edited by DebF_EONNext; 26-04-22 at 16:46.
Reason: Against community values.
@1966gary14 I have popped you a pm.
@meldrewreborn we would never intentionally leave someone off supply & as you can see above I did ask if the matter was resolved. As I'm sure you're aware the community is first & foremost a space for customer to customer relationships, support and guidance however if we see an emergency and we can help we will always step in.
The community isn't always manned & it's often best in these situations that customers with account specific or emergency queries contact our energy specialists through social media, it's manned 24/7 at the moment. Our social media system uses keywords to detect an emergency so anyone off supply would automatically be prioritised & they will get a quicker response, where as here they could wait hours or even a day before anyone sees it which obviously no one wants 😊
"Green is the prime colour of the world and that from which it's loveliness arises"-Pedro Calderon De La Barca 🌳
I've now got 7p 0n the gas meter......... been two weeks waiting for you to send out a GAS CARD . The last four days i've been trying to sort this out on facebook messenger and now is not answering me back...........??????????????
Firstly I'm sorry to read that you've been having trouble getting a gas card, I'm hoping that your query has now been resolved? Can I ask however that you please refrain from name calling. It's part of our community values to be kind. I appreciate that you must be frustrated, I would be too from what you have said there! I have edited your comment as we want this to be a positive space & I'd love it if you could please take a look over our community values 😊
Also just to make you aware the community isn't always manned & is generally a forum for customers to offer support & advice to one another, when you have an urgent query like this we always recommend contacting us on Facebook, Twitter or Instagram or popping through a call on 0808 501 5200, our lines are open from 9am - 5pm Monday - Friday (excluding bank holidays).
When an urgent issue is raised, and a customer is showing real frustration about a situation where they have no control over what is happening ( or not happening ) have tried and failed to get resolution through the channels you encourage customers to use, they post here out of desperation seeking help, and they are advised to try the same methods that have proved unsuccessful in the past, that response is about as much use as the proverbial chocolate teapot.
Why not send them a DM seeking details that could allow customer services to deliver a proper solution.
Of course users shoul be polite and respectful of community values, and if a proper resolution had been achieved then that is what you probably would have got. @beki and I have discussed the point that the forum is intended as a self help group in the main, but given that some issues are actively helped with ( even if they do not have the urgency of a zero power situation) then I am at a loss to understand why a zero power situation isn't a top priority for moderator assistance.
there are reputational benefits to sorting such issues tactfully and with compassion - but the reverse applies too,and it seems to me that Eon Next are failing to take action on the most serious problems presented here.
Current Eon Next customer, ex EDF, Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.
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