[Salamagundy]

Wondering if anyone can help with this:

Ovo installed our smart meter and IHD in August , 2024. We then switched suppliers and are now with E-On Next (to take advantage of SEG.) After Storm Bert caused electricity outages here our IHD started malfunctioning. We contacted E-On and they tried two remote resets that didn't work. The only solution seems to be a replacement IHD. This should be provided free-of-charge as it's still within the 12 month warranty period.

Ovo claim that E-On are responsible for providing the replacement and E-On claim that Ovo are responsible.

Anyone else reached this impasse and managed to resolve it?

[WizzyWigg]

Afternoon @Salamagundy Take a look at this thread on the Ovo forum. I think it will answer your question.
https://forum.ovoenergy.com/smart-meters-136/who-s-responsible-for-replacing-a-malfunctioning-ihd-18843?postid=129996#post129996

Blastoise186 is correct. If Customer Services can't or won't help then make a formal complaint.

[Salamagundy]

Thanks Wizzywigg! (That's my post on the Ovo forum. 😌) I was hoping to resolve without making a formal complaint. I sent the excellent references given by Blastoise186 (wonder what pseudonym he uses on this forum...🤔😊) to the E-On Next support team but they didn't acknowledge them, preferring to quote the govt. website and include their own message below it:

Energy suppliers are obligated under Energy Supply Licence Conditions to maintain IHD equipment for the 12 months following installation with the occupier that received the installation.
The 12 month warranty is with the installing supplier, if it can't be fixed remotely by ourselves then we would look to refer you to a trusted 3rd party company called IVIE BUD but would be a purchase by yourself.
Thank you.
I replied, making the point that my energy supplier is currently E-On Next and that it doesn't say installing supplier. I also asked for contact details of the E-On Next legal department. No reply so far.

[WizzyWigg]

@Salamagundy If you haven't done so already then you might need to send and email to unhappy@eonnext.com .
Complaints info can be found here: https://eonnext.com/unhappy

[Salamagundy]

Thanks again WizzyWigg! 😊 I'll wait until tomorrow to see if I get a reply and if there's no progress I'll do as you suggest.

[WizzyWigg]

@Salamagundy 👍 Please keep the forum updated.
Have a good evening. 🌞

[meldrewreborn]

@Salamagundy


Storm Bert was in late November 2024 so well within the 12 months warranty period.

I'd complain to both, citing the OFGEM policy particularly to OVO, and then take the complaint if necessary to the Energy Ombudsman. It will not get you a functioning IHD that quickly though.

[Salamagundy]

Hi Meldrewreborn - thanks for the initial message about the warranty period - you had me worried there for a minute! Like you I'm chronologically gifted so the speed of time seems to be increasing exponentially with each passing year. Re your comment about the time it might take to resolve this - I do belieeeve it!

[Salamagundy]

Reply from E-On this morning:

"If you're happy for me to I shall raise a complaint in regards to this situation, however the outcome will still stand, the installer of the faulty equipment will need to replace the IHD, where as we can try and remotely repair this ( already requested ) or refer you to our trusted 3rd supplier of the IHD."

No name, no details, no attempt to respond to the content of my email. No point in raising a complaint because I've already been told what the outcome will be. Off to the ombudsman I guess.

[despairingcustomer]

from my experience the ombudsman won't touch it until you've raised a complaint with the supplier