npower - enpower your customers, please! (NPower)

Name: Sarah McG

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Product:	NPower
Date:	10/06/02 (543 review reads)
Rating:

Advantages: None spring to mind

Disadvantages: Length of time to get through on the phone, Tacky waiting music, being passed from department to department, none of which take responsibility for anything

Having read a few of the opinions on npower, there's very little extra I can add, except further endorsements of the highly critical comments.
This is approximately 18 months on from one of the opinions I've read, and they don't seem to have done anything to improve their customer "service".
I joined npower for electricity last September on the promise that 1) the combined gas and electricity bill would be cheaper than two different energy suppliers; and 2) that they could quickly change us over from the inherited pre-payment meter at our address.
Guess what?
It took 6 months for them to book an appointment with an engineer to change the meter.
Then it turned out that they hadn't in fact booked the engineer after all; so despite my taking an entire day off work, we still had a pre-payment meter.
Their "compensation" for this was a derisory £20 (as a credit to our account, mind, not actually useful cash) and not even enough to cover the costs of the phonecalls (mine were also on average 12 minutes in length just to get through to someone) to get an answer. Two months on, we have yet to receive an acknowledgement of our first letter, despite two subsequent letters and five phone calls.
For your information, the letters appear to have been directed to an unobtainable "correspondence department"... which is presumably a major incinerator driving their electricity generators.
Suffice to say, we're moving our supplier of gas and electricity to just about anyone who will have our business.

Summary: