First of all, if anyone is a Scottish Power customer can you let me know how easy you find them to contact by phone? Specifically over the last few months? I am writing this post today because I am utterly fed up with Scottish Power and their customer service. Specifically getting any kind of service and having any confidence in them.
I would love to move energy suppliers, were it not for the fact that I am always in a debit balance and the fact that they are probably all just as bad. The problem I have is this, because everything nowadays is automated and this can be a good thing, if anything goes outside what is expected then the sky pretty much falls in.
What I am referring to is when I change my direct debit details, their system goes crazy, cancels my fixed price tariff and because of my debit balance, demands repayment right away. Well tonight just took the biscuit to be honest because Sterling Collections have sent me a letter about my bill which by the way was only generated a week ago, demanding repayment or they will do all sorts of nasty things.
To say I am completely hacked off by this (would rather have used another word there), is a complete understatement. I am reasonable guy but I have encountered this problem several times now with Scottish Power, and the only way I could solve it was to complain to their board of directors. They did sort it yes and they did compensate me. However my usual e-mail tonight bounced back and it looks like their high level complaints team may no longer be there.
What happened this time?
All I wanted to do was to change my direct debit details, that was all. Having waited 40 minutes to talk to someone I sorted this out over the phone. I asked several times if there would be any problems and was assured that there wouldn’t be. Well there is a big problem because debt collectors are chasing me a week after everything went wrong.
A general Trend in Customer Service
To be honest I have found that with most organisations that customer service has pretty much gone down the toilet. Sure these companies make out like they want to help you, but most of the time they don’t. This is especially true with larger operations and to be honest, if they are like some of the companies I have worked for in the past, I can’t blame their staff for the managements lack of direction or appreciation for the work they do.
The point is, I shouldn’t have to complain to the directors support team or the chief executives office to get things sorted. No instead their staff should be allowed the freedom to make decisions and solve issues instead of making a customer jump through hoops and loops to sort out a seemingly simple matter.
Sorry for the rant but I am very frustrated by this and so the blog got an ear full.
E-mail sent to all directors.
08:05 Called Sterling collections this morning, waited on hold for about 6 minutes. Call transfers through then cuts off.
08:13 On Hold again waiting to get through.
08:19 Get through to Scottish Power and speak to a nice lady. Explain the situation. They are confused why I have a letter from Sterling Collections so early on, possible system updates may have caused this. On hold waiting to find out why this has happened.
09:21 All sorted now. Plan back to normal and direct debit reinstated. Compensated again for this.
It seems Sterling Collections who are Scottish Power are actually quite helpful. As to why I got this letter in the first place, it seems that a system update could be to blame.