It can be one of the most frustrating experiences you will ever have, dealing with energy suppliers.
We know this from our own personal experience, after all, we are people too…
If you have a problem with your supply all you really want is to feel heard and have an action plan put forward to resolve your issue.
All too often even reaching this stage is frequented by long periods on hold, being bounced between departments, unfriendly agents, and unfavourable solutions…
In this series we will shine a light on some of the worst offenders in the energy business by researching exactly what their customers have to say about them to find out if there is any common themes in how they conduct their business.
This week, we’re taking a look at SO Energy – so if you’re already a customer, or are thinking about joining… it may be worth a read.
A Deep-Dive – What are customers saying about SO Energy?
By conducting thorough research across multiple review sites, we have gathered verified customer reviews of SO Energy and how they conduct their business. We believe it is only by listening to customers that you will gain a true understanding of how a business behaves as there is no amount of slick marketing that can spin-doctor a good honest review.
The results of our research can be found below:
The Good – 5-Star Reviews
One immediate trend that is obvious with SO Energy is that customers would on occasion get through to a customer support agent almost immediately. This certainly bucks the trend of other energy suppliers being nigh on unreachable. Although this is only very rarely, it is positive to see.
Not just this, but sometimes the support agents would be fantastic in resolving raised issues – solving problems with payments, meters, and direct debits very efficiently.
Specific mentions were made of individual agents who customers felt were exceptionally helpful and provided great customer service.
The Bad – 3-Star Reviews
And then things suddenly take a turn for the worse…
Many customers mention how minor problems could be left to fester and worsen over periods of months. Attempts would be made to try and solve these issues over the phone or by email, but incredible waiting times would render support unreachable.
Again, multiple problems were reported with smart meters – with customers being requested to send multiple readings and not fully understanding why. This represents a disjoint in what SO Energy are telling their customers, and what actually needs to happen. Customers have picked up on this and lamented about how they were told one thing over the phone and then another via email or paperwork.
The Ugly – 1-Star Reviews
A trove of 1-star reviews paints a very damning portrait of SO Energy.
Multiple mentions of smart meters again, indicating the supplier have not been overtly fantastic or supportive of the roll-out. Complaints over payments have not been resolved, customers having their invoices exponentially increased with little to no communication. When they do try to chase this up, often they are left on hold until the problem ‘disappears’.
When support agents are reached there are multiple reports of unprofessional, unhelpful, and frustrating customer service. Customers often felt that agents simply did not know what was going on or how to assist, and would try to palm off issues. Again, multiple mentions of customers waiting months just for an unfavourable outcome.
Learning from Others’ Failures
At Energy Solutions, we aren’t immune to casting a glance at the other businesses in the industry to see what they’re doing well.
More importantly, at a time like this where the UK energy industry is in turmoil and customers are left frustrated, we look to see what they are not doing well.
Our customers matter to us, so to see such wide-held frustration with other suppliers… We decided we had to break the mould.
For SO Energy customers who are left annoyed at waiting times and unreachable support, you would be surprised at how reachable we are in comparison. Not only can you contact us over the phone – but also over WhatsApp, Email, or through our website.
No more hours of waiting, no more blanked calls, no more weeks waiting for a reply to support tickets….
A better way of doing energy.
Energy Solutions by Us, for You
At a time of great uncertainty in global energy markets, it is easy to feel lost in it all.
Keeping up to date with developing situations and the associated ramifications is a tricky and time-consuming job. It is also one that is not likely a priority for you and your business.
So, what do you do?
You partner with energy procurement experts to take the load off of your desk.
Energy Solutions have been trusted brokers for countless businesses for over twenty years, which means we know how to navigate the energy markets during a time of uncertainty.
Contact us today to find out how we can help you and your business
Website: https://www.energybrokers.co.uk/
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Email: nick@energybrokers.co.uk
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