dimsim:

invisibleman18:

Not so much "really annoyed" but a couple of disappointing customer service experiences this week.

We've been with Genesis for power for 8 years, and a few times a year they offer a "power shout" when you can pick a day and have free power for a set number of hours (in this case it was 4 but can sometimes be 6 or 8). So we'll tend to do it on a weekend afternoon, and blast everything (heaters, dryer, oven prep meals for the week etc). So last Friday night my partner thought she booked it for Saturday afternoon. Then on Monday it appeared on the app as being on the Friday afternoon when we were both out at work and not home to make use of it. Tried to query this with Genesis as we had intended to book the Saturday and were told "you booked Friday and we can't change it after date" despite the fact we booked it after the time it was supposedly allocated to. So said that was a shame after being a long term customer and we'd had a quote for a significantly cheaper bill elsewhere (which was true) so might look to take that up and they rudely said "sorry you feel that way, but it's been credited to the day you booked." No effort at all to keep us so for the sake of what turns out to be about an $18 credit they've lost a long term customer.

 

 

I think id only move on from a poor provider now after having got zero satisfaction from a manager rather than simply poor service from the frontline in a call centre.