I have the same sort of problems with EDF (I'm in Earls Colne) but accept them as the price of no longer having to live in a town.
My problems were even more frustrating because, every time I phoned 0800 7 838 838 to report a power cut, they told me my postcode didn't exist. OK, it was new when I moved here in 2003 (brownfield site new build) but it certainly isn't now! As a result, I had to spend 10 minutes on the phone every time (20 or so in 4 years) because they rely on the postcode and not many of their operatives know how to manually enter a report.
I wrote in the end:
Quote:On 2003, I was the first to move into a new property on a brownfield development of 8 homes. The site formerly accommodated a single premise but, because 8 properties were now involved, Royal Mail decided to issue a completely new postcode.
When the first power cut occurred a few weeks later, I attempted to report same via 08007838838 but discovered that EDF’s systems had not been updated to show the new postcode. As a result, I had to spend 10 minutes reporting the power cut because the operator had to enter the report manually and was unfamiliar with the procedure. I found that a little strange but thought nothing more of it at the time.
In the intervening 4 years, I have had to call to report power failures on about 20 more occasions (I have no idea why the village is so vulnerable to them), and, each time, have been told my postcode does not exist.
It has reached the stage now where, when I phone 08007838838, I start my call by telling the operator that they will have to enter my report manually because the EDF postcode database has not been updated in the past 4 years and so, if they do a search for my address using the postcode (as they are trained to do), they will get a ‘not found’ response. As a result, what should be a one minute call is always at least ten minutes and, frequently, involves (unnecessary) heated exchanges regarding whether the postcode exists or not.
Please will you advise me when you will update your database.
I only received a 'jobsworth' reply by e-mail (they couldn't even be bothered to reply to a letter with a letter) - but was invited to use the 0800 number:
Quote:I am sorry to hear of the problems you have reported both in terms of holding your address details and frequency of power cuts.
I have passed on your property details to our systems team to see what can be done about manually applying your address to our systems.
Our programs are designed to pick up updates as passed via the customers supply company as they are connected to meter points and as such the electricity network
. To enter this type of information without the related network data would be without value. Hopefully we will be able to find a way to bypass this system.
Please if you have any problems with your supply please do continue to contact us on the 0800 783 8838 number and explain that you have been in contact with myself to try and resolve these issues.
Kind regards,
Kerry Robertson
Customer Relations
EDF Energy Networks
Kerry.robertson@edfenergy.com
Needless to say, my response at the attempted buck-passing was less than flattering:
Quote:Dear Ms. Robertson
You appear, perhaps deliberately, to have entirely missed the point and are trying to blame the electricity supply companies for EDF's continuing failures.
I have changed suppliers 4 times since moving here 4 years ago and, as I have received correctly-addressed bills from Powergen, Atlantic Electric & Gas, British Gas, Southern Electricity (Equipower) and nPower, if your "Our programs are designed to pick up updates as passed via the customers (sic) supply company as they are connected to meter points and as such the electricity network" statement is true, it appears you have repeatedly failed to take notice of the information they have given you. Or are you saying you totally ignored the customer information each of them sent you?
To summarise, I am not satisfied with your patronising and evasive response.
Anyway, I wonder whether 0800 7 838 838 could transfer you if, as suggested to me, you mention Ms. Robertson's name?
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EDF Energy (East of England) (Read 26,949 times)
