I sent the email below to Eon Next's CEO and customer service and the complaints dept today
Good Afternoon
It is now 23 weeks and 5 days (almost exactly six months !!!! ) since I first requested Eon Next repair the Eon Next owned storage heaters timer switch connected to my Eon Next owned electricity meter in my house.
It is also now 19 weeks and 2 days (nearly 5 months !! ) since I first requested Eon Next to repair a fault which had subsequently appeared with the Eon Next owned electricity meter in my house.
I have repeated ad nauseum in emails to you that this faulty equipment is not owned by me. It is owned by Eon Next, and the responsibility for maintaining this equipment rests entirely with Eon Next. As of today, 2nd October 2023, there is still no sign of either of these pieces of equipment being repaired or replaced.
I was eventually forced to complain to the Energy Ombudsman regarding these failures by Eon Next. I understand my MSP also wrote to the CEO on my behalf (Fat lot of good that seems to have done !) The Ombudsman found in my favour. (Their written decision issued on 20th September is attached.) The Ombudsman gave Eon Next a deadline of 28 days to repair/replace their faulty equipment in my house. The 28 days ran out yesterday, and funnily enough Eon Next have still failed to act.
For a major electricity supplier in a first world country this is stunningly poor customer service. Out of a scale of 1 to 10, this performance would clearly only rate a very negative number.
As you as a company seem to be ignoring me, the Energy Ombudsman and my MSP, I complained once again to the Energy Ombudsman and my MSP yesterday. As past experience suggests this will have little or no effect, I will now start requesting the UK media and other public organizations see if they can do something on my behalf to make you act, if only to advertise your failings to the public.
Also, if only to fill up your email inboxes, I shall now send you weekly emails giving the increasing tally of weeks/months I have been waiting for customer service. In two days I reach the 6 month milestone. 9 months does not seem impossible.
Eur. Ing. Geoff Westmoreland B.Sc., C.Eng., MRINA
A customer failed by Eon Next
Good Afternoon
It is now 23 weeks and 5 days (almost exactly six months !!!! ) since I first requested Eon Next repair the Eon Next owned storage heaters timer switch connected to my Eon Next owned electricity meter in my house.
It is also now 19 weeks and 2 days (nearly 5 months !! ) since I first requested Eon Next to repair a fault which had subsequently appeared with the Eon Next owned electricity meter in my house.
I have repeated ad nauseum in emails to you that this faulty equipment is not owned by me. It is owned by Eon Next, and the responsibility for maintaining this equipment rests entirely with Eon Next. As of today, 2nd October 2023, there is still no sign of either of these pieces of equipment being repaired or replaced.
I was eventually forced to complain to the Energy Ombudsman regarding these failures by Eon Next. I understand my MSP also wrote to the CEO on my behalf (Fat lot of good that seems to have done !) The Ombudsman found in my favour. (Their written decision issued on 20th September is attached.) The Ombudsman gave Eon Next a deadline of 28 days to repair/replace their faulty equipment in my house. The 28 days ran out yesterday, and funnily enough Eon Next have still failed to act.
For a major electricity supplier in a first world country this is stunningly poor customer service. Out of a scale of 1 to 10, this performance would clearly only rate a very negative number.
As you as a company seem to be ignoring me, the Energy Ombudsman and my MSP, I complained once again to the Energy Ombudsman and my MSP yesterday. As past experience suggests this will have little or no effect, I will now start requesting the UK media and other public organizations see if they can do something on my behalf to make you act, if only to advertise your failings to the public.
Also, if only to fill up your email inboxes, I shall now send you weekly emails giving the increasing tally of weeks/months I have been waiting for customer service. In two days I reach the 6 month milestone. 9 months does not seem impossible.
Eur. Ing. Geoff Westmoreland B.Sc., C.Eng., MRINA
A customer failed by Eon Next
