[Han_EONNext]

Originally Posted by cambsguy

@Han_EONNext

Hi, ive been corresponding back and forth for the past two weeks and haven't got anywhere or resolved anything at all. 😐

Hi @cambsguy do you mind sending me a DM with your account details so I can look over everything and see what we can do?

[Han_EONNext]

Originally Posted by meldrewreborn

@cambsguy

So you want to be able to use gas in the future but not pay the standing charge now.

Personally I think any waiver of the standing charge for nil consumption should be limited to 2 months in any 12 month period. The network still has to be there, and your account still needs to be maintained, and you will expect to get the gas back on again whenever you wish.

The Eon statement on waiving the standing charge only says you "may be eligible to have the standing charge removed". It doesn't say for how long or how often - but if you are billed monthly then you might have to call them monthly. The wording leaves it entirely up to Eon Next how to apply this waiver, and you have no real basis to query their decisions. However to ensure consistency between customers it would be better if the guiding principles were published

Good luck in your ongoing debate but I have to say that I have little sympathy with your position, which seeks to benefit yourself at the expense of the rest of us. But many of us as individuals would do the same if the offer were there.

Hey @meldrewreborn 😊

That's a very good point, something that I've not actually come across before. I've asked the question of this to someone who would know the exact answer and hopefully I'll be able to let you know soon. Everyday really is a school day!

[meldrewreborn]

Originally Posted by cambsguy

Trust me, you really don't want to be in my "position" as you put it. Two weeks ago I made a simple enquiry to E.ON based on information they themselves provide to customers on their own website.

And you have now experienced the quality of Eon Next's customer service. I read yesterday that OFGEM is going to force suppliers to display on their websites their customer service ratings. I think Eon next were #10 on the list.

Apparently all the "energy specialists" (customer service advisors are all trained to handle all queries equally well - or at least that's the theory.

Banks have been obliged to display their ratings for some years I think - I've seen them in the few branches that are left. While the idea is fine in theory -Customers will vote with their feet towards companies that give the best customer service, in reality it doesn't work very well because customer inertia is a stronger force.

[Beki]

@meldrewreborn I agree with you on that. When I'm shopping around for different products, I often like to understand the level of customer service before going with a company. Often, I won't ever go back to a company if their customer service has been pants.

I think you've shared where we come out in the customer service ratings somewhere before; was this to do with complaints?

[meldrewreborn]

@Beki_EONNext

i haven’t a clue about my previous comments and exactly what was being assessed.

I must say that price is my fundamental point is selecting a supplier. If their service falls short I’ll complain and usually get redress and sometimes compensation. My thinking is that if handling complaints costs too much they’ll do something to improve matters.

measuring satisfaction via the level of complaints that reach a regulator is a flawed metric in any case.

Perhaps I’m lucky with the companies I deal with, but a concept I learnt from my working life was that of being an intelligent customer, and part of that is in assessing the offer and looking for the drawbacks, as well as the positives.
knowing one’s legal rights is also important and sometimes fundamental in securing complaint resolution. I’m not easily fobbed off and woe betide any advisors that try to mislead me, or lie to me. I also have the time available to devote to press a complaint to its logical end.

[meldrewreborn]

Also my Eon Next relationship only came about through the collapse of Symbio. There’s not been a good reason to move elsewhere, so here I still am. I’ve not had any reason to contact customer service, is that pure luck on my part, or does my own behaviour and understanding have something to do with it? Plus of course not having a dumb smart meter.

[retrotecchie]

@meldrewreborn

Same boat here thanks to the demise of Igloo. When I moved to the new place EDF was the supplier here. I was only too pleased to bring my existing account with me although it took a while to get switched over. E.On Next are far better than EDF in my experience