Powergen. Bloody good service.

[Feek]

Last week I received a bill saying I was in credit by just over £100 but the meter reading was estimated.

I read the meter, posted the reading and have just had another bill saying I'm over £300 in credit.

So I called them to try and get a refund.

*ring ring*
*ring ring*

"Thank you for calling Powergen, please listen to the following two options. Press 1 for top-up cards, 2 if you're moving house or if your call is for anything else, please hold the line.

*hold for around 10 seconds*

"Hello, thank you for calling Powergen, you're speaking to Marie, can you give me your account number please"

"Sure, xxxx xxxx xxxx"

"And confirm your name and the first line of your address"

"Mr. and Mrs. Feek, but the bill says Mrs. and Mrs, my address is [insert address here]"

"That's great, I'll correct the name for you, can I have the phone number we've got on record for you please?"

"Yup, it's xxxxx xxxxxx but no calling me up and stalking me"

*giggle* "Ok, now how can I help you today?"

"Well last week I received my bill and it showed £100 in credit but you'd estimated the reading. I read it and submitted it and today I've had a bill showing over £300 credit. I'd like to get £200 of that back please."

"No problem sir, would you like me to reduce the amount you're paying on direct debit as well, you're currently paying xx but it only needs to be xx"

"Yes please"

"OK, I've done that, now how would you like the money, cheque or payment back into your account?"

"Transfer back please"

"Sorted, it'll be back within 7-10 days"

"Fantastic"

"Anything else I can help you with today sir?"

"I could use a cup of coffee"

*giggle*




And that was about it. Total length of call, about two minutes.

I was stunned by the efficiency of it all. I was expecting to have to post a thread saying "Powergen. Rant".

The reason we were paying so much over the top is because our bill was estimated for ages and over the last six months I've been on a power saving binge which has bought our costs down dramatically.

So, thumbs up to Powergen.

[Feek]

Is there a programme like Watchdog but the other way round for good service that I can write to and tell them about this?

[Blackstar]

My dad has been plotting the demise of BTs Indian call centre, he spent hours explaining things to him then when he thought it was all sorted they e-mailed him and they had done the opposite to what he asked.

Glad you have had a good experience, there are two call centres that I've been happy with. T-Mobile who were nothing but helpful and Diamond when i was sorting my car insurance. The lovely little Welsh guy on the phone explained everything, then did it again for my mum to hear. He couldn't have been anymore helpful.

You could write to Powergen and let them know how impressed you were, they may even reward the girl you spoke to. They will send you a nice letter about how glad they are you are pleased with their service.

[FakeSnake]

you are another one that flirts a little ;), I do it all the time
not even in a sexual way!

We used to be with powergen at a previous house.
Now with EDF for both our gas and electric
on the number of occasions I have spoken to them, an exemplary service

[iCraig]

Feek the Fone-Flirter or what! :D

[Feek]

Nowt wrong with having a little flirt and a chat with the people on the phone, it's better than shouting at them and if it cheers up their days then it's great. I do exactly the same with the team I speak to at Vodafone and as a result I get first class service from them (except the account manager muppets).

As FS says, it's totally non sexual, it's just phone banter.

[Desmo]

Funny that. I had no end of problems with Powergen once. So much so that I moved straight after it was sorted.

[Burble]

Can we introduce Powergen to the ****s at Anglian Water? Last week I got a bill through showing I was £200 in credit and a day later a letter saying that they were going to double my monthly direct debit.

The cretin I got through to on the phone couldn't understand why I wasn't happy giving them an interest free loan so that they could make interest on it. It took, and I'm not joking, 20 minutes, and 2 supervisors before someone looked at the situation logically and agreed to refund my money.

Muppets.

[SidewinderINC]

I've noticed it all depends on who you get through to as to whether you get ace service or put on hold every 10 seconds.

I had great service from BT the last time I called them;

Moved into new flat, called them at 11AM saying I wanted to be connected, had a lovely chat with the girl on the line and she said she would call me back on my mobile later in the afternoon if there were any problems with the order.

I got a call at 5PM and it was her, I asked if there were any problems and she said no and she was just calling to let me know it was all connected and to give me our new number. She said she could have left it and I would have gotten the welcome letter but that could be anything up to a week.

[BBx]

Scottish Energy were exactly the same to me last month :)

They couldn't do a BT but sent me a cheque instead no probs :)

Its nice when they are not awkward... my management agency on the other hand are a bunch of nobbers...basically they cba to check their bank statements before sending me threatening letters that I owes them monies :angry: which reminds me that I need to call them back...

BB x

[Mohinder]

I think Powergen's main call centre's in Rayleigh, I was halfway to going for a job there when I came to my senses and realised I'd probably open a vein within a week of doing something like that :D

So, if she was flirting, she was probably genuinely up for it, I'd take a drive down there :D

[Dr. Z]

My call with the girl from T-Mobile when I needed to get my contract sorted actually made me feel 100x better. Was really pleasant, airy and generally more of a chat than a serious call centre episode.

I think the powers that be have started to listen to the general public!

[Will]

Always flirt (unless it's a man) - a) it's fun b) you get their undiveded attention c) it's always nice to hear someone giggle! and d) it can help lots! :D

When I was at uni I switched fron npower to powergen - best decision I've made. Though I've heard people who have had a million issues with them. I guess it's swings and roundabouts like all suppliers.

[Mark]

I think the powers that be have started to listen to the general public!
It'll be a miracle of biblical proportions if that's true. I hope it is.

[Mohinder]

It'll be a miracle of biblical proportions if that's true. I hope it is.

I have started to notice it lately with some firms. The people you speak to at Orange are much friendlier than they used to be, I was talking to some saucy sounding Newcastle bird a few weeks ago that made me feel all funny in my pants

[Will]

I've always had decent experiences with Orange - as you say I always get a lovely geordie girl who somehow manages to make me spend money...

[BBx]

Currently on the phone to Pipex - they owe me £16.45 from a year back... This is the 11th phone call to them to gimme my money back.

I have logged every call in a spreadsheet with who answered and what was said.

Its so long ago that I am beginning to forget the address where it was installed to and the phone number so I have written that in the spreadsheet too.

I know its really tightfisted and sad of me because of the amount, but these people get away with it too many times!!!

Does anyone know who I can complain to if I don't get my money back?

BB x

[Feek]

I'd think Ofcom cover ISPs but I might be wrong.

[Justsomebloke]

My leccy company owed me over 550 quid last year. So i took out 400 quid & left the rest for the next bill. This year i got a bill in saying i owe 380 odd, I rang them & said WTF that is wrong. She said hang on give me your numbers i will check. She came back & said Yes Sorry mate you only owe 350 quid :shocked: I am like WTF is going on with your lot are you completely Mental :D
It turns out they have been estimating even though i have given them numbers every time & Yes i do owe them 350 quids :'( ******* useless ********.
I said how the **** am i s'posed to pay that then, WTF are you doing i have told you a zillion times about this BS estimating crap.
I am having a meter fitted tomorrow & will pay it a bit of every week through the meter. No cost for the meter & i will be charged at the same rate.
I am pleased as i can adjust & meter myself & only spend what i want to spend & not get any of these wipe me out type bills. ******* useless ***** have proper messed with my head :angry:

[Nutcase]

I just got a letter from powergen, they're reducing my payments by £9 a month :) Happy with powergen, still not happy with nationwide, need to ring them AGAIN to find out if they've sorted their stuff-up out.

[BBx]

I just got a letter from powergen, they're reducing my payments by £9 a month :) Happy with powergen, still not happy with nationwide, need to ring them AGAIN to find out if they've sorted their stuff-up out.

How is your place coming along now matey? Managed to sort everything out?

BB x

[Nutcase]

How is your place coming along now matey? Managed to sort everything out?

BB x

;D ;D ;D

No :angry:

Bloke's still on holiday apparently.

[BBx]

Boooooo!

:(

BB x

[Arcade Fire]

Feek, you're doing it wrong. You're not supposed to post a thread saying that you had good service!

Always flirt (unless it's a man) - a) it's fun b) you get their undiveded attention c) it's always nice to hear someone giggle! and d) it can help lots! :DSod that, do it if it's a guy too (although probably keep it not-too-naughty I guess...) - I got invited to Romania by a guy who phoned me up to try and sell me a phone.

[Lopez]

Is there a programme like Watchdog but the other way round for good service that I can write to and tell them about this?
We actively encourage testimonials at TNT, the bosses love to hear about people going out of their way and it looks excellent in your PDR folder.

We are encouraged to ask for testimonials if we have genuinely busted our arses, might seem cheeky but often unless you ask for one the customer doesn't think about it until later on by which time they have usually forgotten who you were :p

If you ring them back and ask for a Supervisor/Team Leader and pass on the details of the agent and the call they should be happy to take the details :)

[Feek]

Did Laura ever do anything, or have I got to get off my fat arse and deal with it?

[Will]

Sod that, do it if it's a guy too (although probably keep it not-too-naughty I guess...) - I got invited to Romania by a guy who phoned me up to try and sell me a phone.

;D

Noted - will bear that in mind.

/me goes off to practice his camp voice...