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Iain_is_freezing_cold

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  1. Dear Scottish Power ** Update of the below Complaint** I have not received any communication from SP what so ever, this says everything about the poor level of service that you offer your customers. I can't believe that you are letting me live in these conditions. I called HomeCare and was told the parts were in and booked an engineer to fit at the next free appointment - Tuesday 20th. I called the day before - Monday to confirm the appointment and to check all 4 parts were in stock - YES I'm told. I receive a telephone call from the engineer in the morning confirming the appointment at between 3-5pm. I book the time off work - unpaid. At 4:45pm after I called SP, I get a call back to tell me that the engineer doesn't have the parts and so wont be coming, it actually turns out that NO parts have been ordered yet, so after waiting 2 weeks i'm not further. I have spent the rest of the afternoon, and evening, being transferred from one department to another to try and get any answers about what is happening, I have to say that everyone in your call centres are so rude and unhelpful. I'm told by SP Customer Services is nothing to do with them. I'm told by HomeComfort that they have no answers for me? PLEASE CAN YOU HELP ME? I wanted to write to express my deep dissatisfaction with the level of service offered by home comfort. We have been without any heating and hot water since last Friday. Living in these conditions during winter is making home life almost impossible. The level of communication and respect when contacting the call centre is unacceptable. Waiting time for calls to be answered are over 30 mins. Advisors don't call back when the say them will. I called on Friday when their systems were down and was promised a call back, I am still waiting for this to happen. I have requested to speak to a supervisor, I am still waiting for this to happen. The team who answer the calls are rude and unhelpful. They don't seem to be empowered to solve any customer service issues. I feel it is unacceptable that our replacement parts HAVE come in, yet they "can't fit me in until next tuesday, as they have more important jobs to complete first" We have had a number of engineers to our home, they leave before testing the system telling us that everything is working fine, then we find nothing is still working. How is this acceptable? When I called the helpline to report this, I get screamed up telling me the problem has been sorted. We can't even have the COLD water turned on in our home, as when we do water floods out the bottom of our boiler, so when we want to use the toilet we have to turn on the water then run and turn it off again before it causes any more damage to our home. Water has already leaked though the ceiling into the room below. I truly believe that you can't accept customers to live like this. Iain
  2. Dear Scottish Power I wanted to write to express my deep dissatisfaction with the level of service offered by home comfort. We have been without any heating and hot water since last Friday. Living in these conditions during winter is making home life almost impossible. The level of communication and respect when contacting the call centre is unacceptable. Waiting time for calls to be answered are over 30 mins. Advisors don't call back when the say them will. I called on Friday when their systems were down and was promised a call back, I am still waiting for this to happen. I have requested to speak to a supervisor, I am still waiting for this to happen. The team who answer the calls are rude and unhelpful. They don't seem to be empowered to solve any customer service issues. I feel it is unacceptable that our replacement parts HAVE come in, yet they "can't fit me in until next tuesday, as they have more important jobs to complete first" We have had a number of engineers to our home, they leave before testing the system telling us that everything is working fine, then we find nothing is still working. How is this acceptable? When I called the helpline to report this, I get screamed up telling me the problem has been sorted. We can't even have the COLD water turned on in our home, as when we do water floods out the bottom of our boiler, so when we want to use the toilet we have to turn on the water then run and turn it off again before it causes any more damage to our home. Water has already leaked though the ceiling into the room below. I truly believe that you can't accept customers to live like this. Iain
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