[Gregory]

hello....you really can't solve the problem with my gas meter, sir, send someone to solve it at once..I'm sitting at home and I'm shivering from the cold. You really can't solve it..is it so difficult to put all kinds of questions, but solve it or come and see what's happening, can't you move? let's solve this once... if I don't go further where I have all the evidence that I've been writing, calling you for 2 months and not solve nothing

[Beki]

@meldrewreborn We ask the users to pop an email over to the community mailbox usually, which is monitored by ourselves. We also ask them to pop 'FAO Beki Community Team' and it'll come straight through to us. 😊

Even if the customer does end up emailing the hi@eonnext.com email, there is a workflow for emergencies that always get priority. It's the same with social media. So in actual fact, the social media and email inboxes are usually quicker than going on the normal E.ON Next phone line!

[JoeSoap]

@Gregory
Did you get a private message from @PeterT_EONNext as notified on the post linked below?
https://community.eonnext.com/threads/6186-Card-eon?p=24693&viewfull=1#post24693

I will tag @Han_EONNext to see if she can look into this.

[Han_EONNext]

Morning @Gregory 😊

I am really sorry to hear you are without supply, I really am! - did you chat with @PeterT_EONNext? I am around all day and I want to help you get your supply back on so please do let me know.

[meldrewreborn]

@Han_EONNext

are you able to identify this customer or not?

it seems that he has a prepayment meter which uses card to top up but that the card reader has failed, making it a full blown emergency.

while @PeterT_EONNext did get into contact via pm we can’t see that conversation. Can you? Is this a defect in the system. More time has past and we’re no further forward it seems.

can you post here to reassure us that this matter is being properly addressed, because we don’t get that impression so far.

[Han_EONNext]

@meldrewreborn Thank you for your concern - we have addressed this.

[Gregory]

it can be solved... they sent me 3 cards but none of them work... honestly I don't have them anymore... I got upset and threw them away... seeing that none of them work... I put money on them but no use... please help me a lot

[Beki]

@meldrewreborn

while @PeterT_EONNext did get into contact via pm we can’t see that conversation. Can you?

No, we are unable to see DMs between each other unless we share the screenshots. To solve this issue we have been reaching out to the customers in emergency situations such as this, to ask them to send us an email - these emails are logged and accessible to E.ON Next staff and the Community Team. 😊

[meldrewreborn]

@Beki_EONNext

Thanks for that. So it would be helpful to us volunteers to know whether a request to email in is to the general email (with its attendant delays) or direct to named individual or section. Or is it the the team are able to pick out the more critical messages from the routine?

My concern is that requesting a customer to use the normal email doesn't give the impression of any urgency in addressing the matter, if its stuck in a long queue? Its about the perception, which can indeed be quite wrong, if we're not educated on the matter.

[meldrewreborn]

@Beki_EONNext

OK fullyunderstood. I'll go back to sleep now!

Although I've a bug to report. If I start a reply with a few words, but then use @XXXX to tag somebody, once i select the name tag, the previous 3/4/5 letters that i'd typed disappear.!