Newest Review: ... so the balancing was done in addition to my monthly payment. Needless to say, I contacted EDF Energy about this again pointing out al... more
Customer service still exists!
Member Name: killiefan
Date: 27/05/11, updated on 10/01/12 (267 review reads)
Advantages: Good customer service, easy to contact.
Disadvantages: They put my direct debit down too far.
Who are EDF Energy?
EDF Energy were created in 2002 when the French energy company bought over Seeboard, London Energy and SWEB energy.
EDF Energy are one of the so called big 6 energy companies which also includes British Gas, EON, Npower, Scottish and Southern and Scottish Power. I am always shopping around to try and save on utilities and insurances and have been with four of these companies at some point over the last few years so have experienced a few of the companies customer services or sometimes perhaps a lack of it.
Why EDF Energy?
As mentioned above I am always on the lookout for a cheaper deal and decided to look at my options for Gas and Electric especially as my previous supplier Scottish and Southern had promised me a cheap deal only to hike my direct debits twice in quick succession as they, in my opinion, had quoted me direct debits thet were far too low to try and entice me in.
I decided this time to look myself online at my options and compare prices of all the various companies. EDF Energy were coming out with the biggest savings for me and were also offering a discount of £100 over the first year for new dual fuel customers. My Direct Debit payments would be in total £30 less than I was paying before. I went for this deal and also clicked through to them from topcashback.co.uk making myself £80 in the process so I was very happy getting a cheaper deal, saving £30 a month and getting £80 for moving.
The big test for me when you move your gas and electric comes after you have been with them a few months to see if the savings which have been promised materialise. At the time of writing I have now been with EDF Energy for over six months and have now received my second quarterly bills. I was pleasantly surprised to be £49 in credit for my gas and £29 in credit for electricity, especially as I was paying £30 a month less and these credits had been built up over the most expensive months between November and May.
I have found EDF Energy to be the cheapest option for me and have saved a lot of money so far since I moved to them although I appreciate that all the energy companies seem to offer different levels of value depending on your location.
Customer Service Experience
I am a big fan of good customer service and have found some of the energy companies to have very low levels of customer service in the past. Since moving to EDF Energy I have contacted them a couple of times and they have pleasantly surprised me on each occasion.
The first time I called through to EDF Energy was shortly after I received my first quarterly bills. The bills came through about a day or so after someone had came to read my meters, but the bills had the dreaded estimated readings on them. I called EDF expecting the usual process of pressing different numbers to navigate through their system and then holding for ten minutes to speak to someone. I was pleasantly surprised when I rang the free phone number, which was instantly answered, only to be greeted by a cheerful voice at the end of the phone asking how they could help.
When I explained about the estimated bills the operator told me that it was no problem and not only would she get actual bills sent out straight away but she would also change my billing date immediately so that in future they would fit in with the dates my meters were read. All dealt with in a matter of minutes I went off the phone feeling happy with the service received and confident with the solutions offered by the operator.
My second call to EDF Energy came after my second gas bill arrived. As mentioned this bill showed me to be over £49 in credit for my gas but there was also a note saying that my direct debit payment would be reducing from £59 a month to £24 a month which concerned me greatly as this was clearly too great a drop. I phoned thinking that things couldn't go as smoothly again only to be again pleasantly surprised. The phone was answered after two rings by another operator who was equally as cheerful and helpful as the first. Are you calling about your payment change Sir? Yes, it looks a bit low, I replied. (Nothing like stating the obvious!) There has clearly been a mistake, how about I change it now to £50 a month?. Again problem solved in no time at all and I again went off the phone thinking what good customer service I had just received.
As I mentioned these were just little things, but getting through to someone quickly and speaking to someone cheerful and helpful at the other end of the phone was a really good change. I went off the phone both times happy and with confidence that the EDF Energy employee wanted to help me and would do exactly as they had said they would.
I have been very happy with EDF Energy during my six months or so with them. They have saved me a decent amount of money so far when compared to my previous energy supplier which is always a nice start. There have been a couple of small things which I have needed them to sort for me which they have done in a very nice, helpful and extremely efficient way which means that I should never receive estimated bills or scary bills saying that I owe a lot of money.
Summary: A pleasant change in an age of bad customer service.
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