Octopus epic fail

[Stinsy]

The guy who fitted my smart meter was very efficient, knowledgable, and tolerant of me looking over his shoulder / asking questions.

Getting someone out took over a year and a complaint to Greg though...

[Joeboy]

Nice one, two for 2 U n Nowty, a year apart yet a win!

This reply in from Alex at Octopus

'Hi Joe,

As I have said before, I am sorry that this is taking so long to resolve. I do completely agree that it isn't a good representation of us as a company and it is something that is noted.

The meter that is fitted in January will be a brand new meter and therefore we have no reason to expect that this would not work. I would not guarantee this obviously, however I will continue to be working with this until your meters are working and we have compensated you for the time this has taken.'

I'm away to Belfast to see some mates tomorrow and have a pint. Putting this on the back burner now (did you see what I did there)?

[Joeboy]

Hi Joe,

I have been informed today that you have taken your complaint with us to the Ombudsman. By coincidence, I am also one of the people her at Octopus who handles Ombudsman cases so as your complaint has been opened with me, I have been assigned it.

I can see your requested remedies are the meter be exchanged immediately, being moved over to the Go Faster tariff and compensation for the struggles you have faced whilst dealing with us.

I have been in touch with the engineers to see what we can do about bringing your meter exchange forward. This is entirely at the discretion of the engineers and their availability however I should have an answer regarding this tomorrow or Monday. It is worth noting that the Ombudsman cannot get us to move an appointment closer, they can only ask that one be booked, which we have already done.

In regards to moving on to Go Faster, with it being a smart tariff, we do need a working smart meter and to be getting half hourly readings from the meter for you to move over to this tariff. As such, after your meter exchange is complete, if we are able to connect and get the readings, we will be able to move you over to Octopus Go Faster. As this is dependant on establishing connection to your meter, as stated in the terms and conditions, the Ombudsman cannot make us put you on this tariff as it is dependant on other variables.

You mention how you were not informed about being taken off of Agile during this time, however this is something that is stated in our terms and conditions for Agile.

Taking into consideration what has been said, we are given the opportunity with the Ombudsman to come to an early resolution. This is agreed upon with us and then submitted through the Ombudsman portal for you to accept. Please find my offer below:

Octopus energy offers to issue a formal letter of apologyOctopus energy offers to apply £200 goodwill to Joe Inglis' energy account.

Please let me know your thoughts on the above.

Kindest regards,

Alex W

Customer Happiness

 Alexfrom Octopus Energy

[Mr Gus]

Are you going to ask for 400+ quid to be put into your ripple account then Joe?

[Joeboy]

Are you going to ask for 400+ quid to be put into your ripple account then Joe?

I'll see what they say next week. I'm not really looking to gouge them. Just shake their cage a little and make them think on it hopefully.

[Mr Gus]

Well, it might be an opportunity to get them to acknowledge the scenario & instigate a golden charter of responsibility & change to self prescribed deadlines that avoids this mess & damnable frustration.
Because right now it appears their response is like a stick bobbing around a foot underwater in a mill-runs wheel drop, waiting to be spat out randomly.

Instigate change.

[Joeboy]

Well, it might be an opportunity to get them to acknowledge the scenario & instigate a golden charter of responsibility & change to self prescribed deadlines that avoids this mess & damnable frustration.
Because right now it appears their response is like a stick bobbing around a foot underwater in a mill-runs wheel drop, waiting to be spat out randomly.

Instigate change.

Let's see the reaction.

'Hi Alex,

How does this sound. The meter failed on the 9th Feb 21, you have booked the meter replacement for the 31st Jan. That's 8 days off of a full year. A nominal £1 per day would be £357. I've had to have this in my mind for all this time, £1 per day seems cheap. If the meter is fitted earlier the compensation drops inline.

That's an honest deal and performance linked exchange.
Thanks
Joe Inglis

[AE-NMidlands]

Well, it might be an opportunity to get them to acknowledge the scenario & instigate a golden charter of responsibility & change to self prescribed deadlines that avoids this mess & damnable frustration.
Because right now it appears their response is like a stick bobbing around a foot underwater in a mill-runs wheel drop, waiting to be spat out randomly.

Instigate change.

Let's see the reaction.

'Hi Alex,

How does this sound. The meter failed on the 9th Feb 21, you have booked the meter replacement for the 31st Jan. That's 8 days off of a full year. A nominal £1 per day would be £357. I've had to have this in my mind for all this time, £1 per day seems cheap. If the meter is fitted earlier the compensation drops inline.

That's an honest deal and performance linked exchange.
Thanks
Joe Inglis

... given that I have not been able to take advantage of Agile pricing - or to help you by making my stored green energy available when you need it - for virtually a whole year!

[Mr Gus]

That's pretty much why I suggested 400, based on 1 year plus of frustration.
Own the solution that is put in place & get them to agree to that as payment per day for anything that go's beyond 21 days to customers (including starting at day 22 including the £1 per day for the previous days.. having that hanging over peoples shoulders should accelerate customer service & work-arounds.

Their standard proceedure is broken & they need to boot their own backsides into life to recover it & improve the service.
"What can you do for me" (ball in your court phrase, remember)!?

Right now you are an extreme floater they need to flush, use it to every customers advantage & ask what protections after this debacle is resolved are to be put in place.

[Joeboy]

'Extreme Floater', that's a first! PMSL.