Npower - Appalling service (NPower)

Member Name: Johnno25

Product:	NPower
Date:	14/06/09 (151 review reads)
Rating:

Advantages: None

Disadvantages: Lack of service and inability to keep appointments

Are we sitting comfortably, then I shall begin....
I have been with Npower since January 2008 and never had cause to contact them. I was happy with my direct debit for dual fuel. Then, on June 1st 2009 I informed Npower I was moving on the 3rd. I had already found out the gas meter in my new flat was prepayment meter from the previous tennant and had been told by the advisor I spoke to that since I have been with Npower for a while and no issues with my credit or payments, then changing the meter shouldn't be problem (remember, this is on the 1st June).
Skip to the 3rd. Move into the flat. Provide Npower all my final meter readings (incidentally my direct debit for £79 still goes out on June 1st, but that's not a problem).
The flat then has no gas, which means no hot water and no cooking facilities. I have to borrow a two ring electric hob from a friend, which means that in order to have a wash I have to boil 2 large pans every morning, aswell as a pan to wash dirty plates etc. And if I am having a shave it works out at 3 large pans in the morning, the meal and washing up (2 pans again) So daily I am boiling 4 - 5 large pans of water on this hob which I expect is making my electricity bill sky high!
I called Npower on June 6th and explained the whole situation. I was advised that no engineer could come to replace the meter with a credit one until June 25th. I explained that I needed some sort of access to gas so that I could have hot water and a cooker. The answer was, an engineer could be sent out on Thursday 11th to reset the meter. I accepted this a few more days wouldn't kill me.
Come Thursday...NO ENGINEER! I call Npower at 7:30pm, since the engineer was due between 1pm & 8pm. I was informed that no booking had been made and another one would have to be made for me on the Tuesday (16th June). Frustrated! I logged a complaint.
Now before you read the response, bear in mind, I have no prepayment card of my own (never sent out despite request) and the meter itself had now racked up £66.10 on it in charges (none of which have anything to do myself!).
NPOWER RESPONSE:

Dear Mr _______

Thank you for your recent email and comments regarding your address at ________
We note that while you may have only recently moved into the property an account has been in the name of Johnson for some time, which would indicate that there is no necessity to reset the meters. However I can see that while the meter has not been charged for some time there will be a build up of uncollected charges on the meter.

There is an appointment scheduled for 25th June 2009 1200-2000hrs to exchange the meter from a prepayment to post payment meter. This appointment has to be pre booked as requires to be schedule to the local engineers hence advance notice must be given. The local engineers will always prioritise an emergency call such as a gas leak reported on a same day basis as this is a potentially life threatening situation. Additionally where a meter fault develops the local engineers will aim to attend with fours hours of the incident being reported.

Any other jobs do require to be replanned in advance.

In order to confirm that you have had no liability for this property prior to 1st June 2009 can you please provide either a copy of your tenancy agreement if this property is rented or notification of your completion date if you have purchased this property.

Kind regards
npower customer service

So, does this mean no engineer will appear on Tuesday?

I am livid. How can it be so difficult to get a meter exchanged all I want is hot water and the ability to cook proper food (sick of boil in the bag!).

Npower customer service is ok in terms of getting through and the advisors are pleasant enough to deal with. Npower does however, on the whole, just have a complete disregard for customers. Npower seems incapable of doing the jobs they say are going to do. I myself work in Customer services and this is by far the worst customer service. It's one thing to say you are going to do something, but unless you act on your promises, then your customer service means nothing and is of little value. A BAD BAD company to deal with!

Your comments VERY welcome.

12 days without hot water & gas and counting!!!!

Summary: My ongoing experience just to get a meter exchanged