Scottish Power v Octopus Energy compare customer service
Posted by Mac Cummings on June 1, 2022, 11:31:05
Scottish Power |
I need to link my EV charger to an EV Tariff in the next few weeks.
So what easier than to get my current supplier SP to set it up? Well that theory died quickly!
I went to the website. Lots of stuff there about EV but no way for a customer to request service other than to ring the general enquiry line.
I rang the general enquiry line to hear a disembodied voice tell me that my wait would be between 43 and 65 minutes. It went on to talk for some time about doing the things I wanted online and pointed me to their website which of course doesnt have the facility to do what I wanted. That was the first circle I went around and no way was I prepared to wait for nearly an hour or more.
So a stroke of genius! Use the chatline Mac!!!!!
First response....someone will be with you in 10 minutes. Ok. not outrageous so a waited and after 15 mins a reply Bingo!
Yards of nonsense questions by a BOT, folowed by stuff about using the website (see above) and 10 minutes later a human being.
Some questions repeated. Then in response to my request for EV service I was given the specialised team number. Great I thought and had the presence of mind to call it whilst still in the chat room only to be told it was discontinued and referred me to an 0800 number. Have you guessed it? Yes the 0800 number referred me to the customer service number (see above). So another circle safely circumnavigated.
Fortunately I was still in the chatroom with the poor bloke in "whereverland".
He tried again and gave me another number. That proved to be an orderline for a charger point and in no way EV tariff related.
I was getting pretty frustrated by now but remained polite. After all the young person (am I allowed to say person even though I dont know how he/she/shim/it prefers to identify??!!!!) was very polite and obviously out of its depth (in using "its" I trust that I am not offending any "its" who may wish to identify otherwise!!!???) and badly informed or trained and using duff info.
I turned out that he was in Bangalore.
So I told him I was contacting the CEO which I did by email.
I got a reply from the CEO after an hour promising that all would be sorted for me and that I would be contacted WITHIN 21 DAYS.
If 21 days is the CEO's idea of service I dismay!
I enquired by email to Octopus about switching to them for Standard Tariff Dual fuel plus an EV Tariff.
I had a reply within 5 minutes
Later I asked them whatt they needed for me to switch. I had a reply in 2 hours and within another two hours I had a quote.
Clearly the Octopus CEO has high customer service expectations!!