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Npower - Never go to them.
Member Name: nairunni60
Advantages: The first contact was promising.
I bought and moved into this property in October, 2010 and took Npower as my Gas and electricity supplier.
As I thought I should also have a Boiler/Gas Service Insurance I took Npower's HomeTeam policy somwhere in the first of November.
There was no problem with my Boiler till November, 29th evening (Friday) around 6 pm when it started leaking and within no time my kitchen was flooded. Somehow I managed to get the water supply to the boiler switched off. Meanwhile I called Npower and reported the fault and was assured by the lady who took the call that help is on the way and someone will call before they start. I was pleased and happy with the response. I waited till around 9 pm and called Npower again. I was assured that they are on the job and will send someone soon. Then at around midnight the lady with whom i spoke in the first instance called and informed me that in view of the fact that there has been a lot of breakdowns that day the first available slot for the technician to come and have a look at my place will be only next Tuesday. I told her that we are going through the severest winter and I have two kids at home. The lady said she is helpless as thats the best she can do. As there was no other alternative i had to agree. And I applied for leave from work and waited for the techinician on Tuesday. But in the morning I was told by the HomeTeam that the Techincian will be able to come only on Wednesday. I had no choice as I was earlier informed by the HomeTeam staff that I can not hire a private contracter to get the thing sorted out as that would void the Insurance. I had to extend my leave for one more day and on Wednesday the HomeTeam technician came. He said that he is attending to this kind of machine for the first time and then he was on phone for quite some time and ultimately told me that he needs to order some parts and will come back soon with the parts and I should be getting a call from HomeTeam and will be advised the next visit. As I did not hear anything from the HomeTeam I called them on Friday evening. I was informed that they will ascertain the position and someone will call in about 4 hours time. This went on till next Tuesday. This promise of someone calling me only to find that nobody calls and me calling and waiting for someone to answer at times 30 to 40 minutes was quite frustrating.
Atlast after nearly 12 days I was informed that they feel that the Boiler is not economically repairable and that I should be installing a new boiler for which they are willing to give a quote. I was informed that the problem was pre existing and therefore they are cancelling the policy and they are refunding the first premium they collected from me. I was surprised to hear this. I can understand the first reasoning as I do not know the abc of the boiler. But to say that the problem was pre existing was something I could not understand. Because we have been living in the House since October and there was no problem till November 29th and to come up with this reason is something which I can not comprehend. This in effect meant that I was trying to cheat Npower. I told them for the lat 12 days you made my family consisting of 2 school going children suffer the severe cold and kept on promising that someone will come and repair but now you are telling me that I am not getting your service. I told them my immediate priority is to get the problem sorted out and I will come back to you later.
I then contacted the manufacturer and they came and repaired the machine in the next couple of days.
My experience with Npower is Hopeless. Never take their policy. Never go anywhere near them.
Summary: Hopeless service They dont desrve and
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