4 years ago
I was a Breeze Energy customer. Their business wa...
I was a Breeze Energy customer. Their business was taken over by British Gas, shortly after Breeze had installed new smart gas and electricity meters. During the installation of the meters the fitter reported that there had been a problem with some recently installed meters in the area. While they worked there was a problem with them logging into the national service. (Which I understand all the energy suppliers, including Breeze, access in turn to read the meters.)
At the time I assumed that Breeze would sort it out in time. However, Breeze ceased trading and the accounts were taken over by British Gas. Since then British Gas have each month asked me to read by meter. But there new meters reading a are quite different from the old. On the gas meters there are now in m3, whereas I think they used to be BTU. Of course, the error trap built into the online portal recognise something is wrong and reject the reading.
Of course I have tried for the last four months to report the fault to British Gas but the customer service system they have built is clearly designed to be as cheap as possible and not as good as possible. Clearly the simplest way to cut the cost of customer service is to make it totally inaccessible and staff it with the lowest wage you can pay. Not surprisingly the few hours I have spent online to the help desk in India (perhaps) has yielded nothing. And I don t think it ever will.
This is quite complicate story and I am sure does not fit to any of the scripts issued to the call centre workers, nor their floor managers. British Gas were 27/35 in Which? supplier satisfaction report. Not far off the bottom of the class. It feels like it.