Can't get a refund due to faulty smart meter?

Hi ​@unhappychappy good morning.

Have you heard back from Support yet? Did you try using Facebook Messenger as was suggested?

I appreciate your worry hear, but there’s a chance that these issues won’t take a long time to be fixed - fingers crossed. 

Let me know how you’re getting on, hopefully we can get to the bottom of this for you soon.

HI Ben,

MMessenger are a lot quicker to respond, but they refer you back to custom service/complaints unfortunately. The last contact I had was the beginning of the week to say they would arrange a meter appointment within 7 days, but not attend with 7 days. Was going to try and research myself who does repairs and try and contact myself. Next week will be week 4, with no movement whatsoever.

Regards

Chris

Morning ​@unhappychappy, I hope you had a good weekend.

Have you had any luck getting am appointment booked in yet?

Hi Ben,

Unfortunately still nothing.

​@unhappychappy sorry to hear this. If you’ve raised a complaint then the complaint handler should be in regular contact with you.

I’d recommend emailing Support at hello@ovoenergy and requesting your complaints reference number, and ask for an update as to when you can expect to be contacted by the Complaints department.

Let us know how you get on. If you haven’t been receiving answers something must have gone wrong with the communication - it’s generally 48 working hours to hear back from Complaints.

HI Ben,

I received a call and email confirming an engineer will look at my gas smart meter next Monday, that now is week 5. I have received emails previously, but not going anywhere, jyst basically confirming my complaint and reiterating everything discussed without progress. 

Hopefully after Monday I will finally get somewhere.

Thanks everyone for their assistance.

Morning ​@unhappychappy,

I’m glad you’ve got some movement on this now. Best of luck for next week, and please do let us know how it goes.

Morning Ben,

Will do and thanks again for your assistance.

Regards

Chris

HI Ben, had an engineer booked for last Monday, took the day off work for a morning appointment, no one showed. Spoke to a nice lady from Ovo complaints who called to check on progress, she re-booked an engineer for Friday between 5-8, he called at 7.25pm to advise he wouldn't make it. He has re-booked today after 3.30, waiting at present to see if he will show.

Engineer that phoned me on Friday has called back, he didn't book someone to re-attend today, he told his manager, who said someone would call and re-book, but no one tells the customer this. 3rd missed appointment, what an absolute shambles of a company.