Not so good energy?

[solarsavings]

I made an application to goodenergy on the 2nd July on behalf of a customer at 8.55am and rang them at 12.06pm to inquire if ti had arrived as no automated response had been received. They confirmed that it had arrived and was complete.

This customer is wealthy and very difficult to please so it's sods law that something would go wrong.

Despite my telling him several times that the application had been made he continued to phone me early morning, 6.30am. Late evening 9-10pm, even on a sunday. Last night he turned up at my home at 7.30pm claiming that I had not made the application correctly as he had spoken to ge and they had said that an invoice showing the system had been paid for had not been included. I again assured him that the application had been made correctly and that had been confirmed by ge on the 2nd in a phone conversation that lasted 4 minutes.

I took an email address from him (I should have done that before) and told him that I would forward on to him the application I had made on his behalf on the 2nd and told him that I would do it straight away so that it would be there when he arrived home. The email application clearly shows the completed application and a valid epc, declaration, id and an invoice stating the system had been paid for which had been signed and dated by me.

I arrived home this evening to a phone message from benchmark saying he'd made a complaint stating that I was preventing him from making his own application as I had not included it in the handover pack. **!!**!!*

I've have to contact benchmark in the morning to answer the complaint

I not know it's not entirely ge's fault but ffs why oh why did they miss the invoice with this bloke.

 

[Worcester]

Someone kicked the cat..

 

[solarsavings]

I have just got off the phone to this customer who is claiming that he did not make a complaint and that it must have come from good energy. wtf !!!!!!!!!!!

Someone kicked the cat..

??????

 

[Eco Deal]

buyers are liers

 

[solarsavings]

Someone kicked the cat..

I was a little slow on the uptake there I must have been :sleep1:

I would bet that had it had been you your hissy fit it would have been posted on the main forum.

I hear what you say mep but I've listen to the message again and it does seem that the complaint was made by ge and not the customer. I hope benchmark will tell me who made the complaint in the morning.

 

[SRE]

Probably a storm in a teacup. If you've documented everything Benchmark will probably be reasonable we all get difficult customers from time to time.

 

[solarsavings]

SRE I think you're right as I have email and phone calls logged but it's still ****ing annoying.

I did wonder if emails applications are printed off and the invoice wasn't so when I phone giving the time, date, sender etc they find the invoice but when the customer phones giving his postcode of course it doesn't show up. Just a thought.

 

[solarsavings]

I been on the phone to benchmark at 9am only to find the person dealing with the complaint is now on holiday.

I've spoken to ge again this morning and was told that the invoice is missing from the fit teams screen but clearly attached in my email so when i phone they can see it on the screen. Someone has failed to print it off or add it to the customers file. I was also told that my customer had indeed rung them several times in the last few days to be told that the invoice was missing and that the application could not proceed without it.

I have spoken to my customer again this morning and he tells me that when he rang ge yesterday he told them that he was recording the conversation and that they were lying as he had a copy of the email application in front of him showing the missing invoice. He has said he will write to benchmark stating that he has made no complaint against us but he is not happy at all with ge.

Bit of a **** trick from a lazy ar se at ge but I guess it happens with the others too but do they then run off making complaints about the installer I wonder.

 

[Worcester]

@solarsavings - Even though ther has been a screw up - at least you can talk to someone at ge - try that with one of the others.

We know of one that was missed in the December rush, one quick call, they found the documents, admitted the co ck up and fixed within 24 hours.

No-one's perfect, I am just not convinced that you'd get anywhere near being able to communicate with the others this "easily".

It does seem that there 'autoresponder' to applications submitted by email isn't working as we've just chased on e up, they had it fine, just no automated response..

 

[SRE]

I been on the phone to benchmark at 9am only to find the person dealing with the complaint is now on holiday.

I've spoken to ge again this morning and was told that the invoice is missing from the fit teams screen but clearly attached in my email so when i phone they can see it on the screen. Someone has failed to print it off or add it to the customers file. I was also told that my customer had indeed rung them several times in the last few days to be told that the invoice was missing and that the application could not proceed without it.

I have spoken to my customer again this morning and he tells me that when he rang ge yesterday he told them that he was recording the conversation and that they were lying as he had a copy of the email application in front of him showing the missing invoice. He has said he will write to benchmark stating that he has made no complaint against us but he is not happy at all with ge.

Bit of a **** trick from a lazy ar se at ge but I guess it happens with the others too but do they then run off making complaints about the installer I wonder.

We all make mistakes, I remembered at 3am that I'd forgotten to give one of our customers this week a copy of his EPC to go with his application. I'm not a lazy ar se honest!! Just an honest mistake - sounds like it's all sorted

 

[solarsavings]

Worcester that's why I haven't posted this on the main forum. Mistakes happen that's a fact. GE have been up to date the best fit provider that I've dealt with. However, when they take it upon themselves to make a complaint about an installer when it's their mistake they deserve a kick up the arse


I always check with the fit provider that an complete application has been received regardless of the autoresponder as there is too much at stake.

I've had a response already from benchmark saying they have emailed the chap dealing with the complaint as he may reply even though he is on holiday.