Hardly Progress

[sir.prize]

EDF Energy think they have got it right.

Here is an extract from their most recent Complaints Handling Report.

We’re pleased to report our service levels have improved significantly and our new systems are delivering clear benefits to our customers through clearer, more accurate bills and the introduction of better on line services.

During 1 October 2011 to 30 September 2012 we received 86,916 complaints from domestic customers which we were not able to resolve by the end of the next working day.

Previously - During 1 October 2010 to 30 September 2011 we received 48,730 complaints from domestic customers which we were not able to resolve by the end of the next working day.

. . . . and they still take 20 minutes to answer the telephone.

[bednobs]

ok

[frugalfred]

Shocking!

[albaqwerty]

and they're bragging about receiving tens of thousands of complaints?!!

[sir.prize]

Yep bragging. Seems to be a French thing.

Approaching double the number of complaints 12 months later.

[WILLWONKER]

Just to see or hear the name EDF makes my blood boil, since I changed over to them 3 years ago I can only describe it as being HELL!! I've never spent so much of my life either on the phone or the computer trying to sort out problems that they've created. What can be so difficult in giving them a meter reading and for them to work out how much your bill is?? I can do it, how come they find it hard to do, has for the change over to them 3 years ago I must have received a whole tree of mail asking for the same change over reading as well as giving it by email time and time again, it took 8 months to get it right. Now their off again 7 weeks ago I sent them a reading and they billed me and set my payments for next year, GREAT ! All sorted, things have changed. Noooooooo this week got an email asking me to read my meter so they can bill me and set my payments :( it just goes on and on ,this company wants blowing up, and only this morning I got trash mail from them telling me how much easier they are making it for their customers, is that just taking the pi** or what, and how much are they spending on having all this trash mail printed, and at the same time asking us to have paperless billing. MY CASE RESTS :) and I might they are all very much the same .