I ordered a smart meter for my home and Utility Warehouse (let's give them credit where it's due) duly booked a date with me. In my absence it was agreed my neighbour would let them in. I received 6 text messages and 2 emails reminding me of the impending installation, but my neighbour Bill (name changed for quality and training purposes) and I were primed and ready. On the day the technician arrived, he unfortunately phoned the wrong mobile number, got no answer, sat in his van for 20 minutes outside the property and left.
We agreed another date. I was advised it was policy not to allow neighbours to get involved. I asked if this was a recent policy initiative but was assured no. Rules are rules. I received 6 text messages and 2 emails reminding me of the upcoming installation and was primed and ready at the property. The technician, who was given the correct mobile number, apparently phoned a new wrong number to say he wasn't coming. He didn't come.
I phoned Utility Warehouse. They agreed their service was inept and asked if I wanted to raise a complaint. I said yes.
They sprung into magnificent action. I was given a Complaint Reference Number, assigned a Complaint Handler who called me to say he was investigating things. He sent me an email promising a response within 5 working days. He was early - 2 days later I got a call to say after investigation they weren't sure why the technician hadn't arrived and were at a loss to explain why he had the wrong mobile number. But those were their findings. Was I happy with the complaint handling result?
"Blown away" I said and then uttered an expletive. He referred me to their Respect policy. But he did say they would waive their usual £30 'customer no show fee' as a (no admission of liability) gesture.
Whilst I'm still waiting for my smart meter, with no assigned date yet, I'm dazzled by Utility Warehouse's complaints team. Their installers may be a bit sluggish, absent minded and shit, but in the complaints team these guys are on the button - responsive, detailed, authoritative, commanding. Truly how you would want a utility company to behave.
I'm sure their complaint resolution metrics are 100%. The CEO must be so proud. It does, however, beg the question, "why couldn't they apply the same magnificence to their main business as they do to handling the screw-ups?"
I don't understand why it's more important to follow the process correctly than get the desired result. Perhaps they need some more process consultants to figure it out.
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