NO GAS!

[Workingman]

So no hot water no central heating, no cooker so I am going to bad-mouth SCOTTISH POWER.

[RANT]My landlords insist on pre-pay meters in all their properties; I have no choice.

Some time this morning the gas went off. I have no idea when as I only found out when I went to make lunch at about 12:20. The meter had the word "FAIL" on the display and as I usually top up on Monday I thought that maybe I had run out of credit. I put in the card to get temporary credit, but nothing. I went and got a top up and again, nothing. That is when I tried to contact Scottish Power.

First number 0800 027 0072: Go round the houses, press this and that..... "High volume of calls, please try later." then cut off. Try again and again, eventually put on hold - sixteen minutes later cut off again. This happened four times 16 mins, 23 mins, 35 mins and 15 mins. Tried sales - at least they answered, they couldn't help but gave me a new number.... 0800 270 3333 the supposed direct line to the meter dept. Round the houses again, same carousel.

Thought that I would try National Grid as it is their meter; they gave me a new number.... 0845 729 2292 an alternative when people complain. Round the houses again, same carousel. In desperation opted for Moving house/leaving Scottish Power. Was promised a call back in 8 to 14 minutes.

In the meantime sent an e-mail. The autoresponse said they would get back in FIVE working days.

Found a new number on the web 0845 2700 700. Round the houses again, same carousel.

Sent another e-mail to a different address, this time Customer Services.

I sent the following from your website earlier.

"THIS IS AN EMERGENCY!

I have NO GAS SUPPLY. My Pre-pay meter shows "FAIL" and will not accept the £15 payment - LE1005514735424 - made at 12:33 today.
I currently have no heating, hot water or cooking facilities, and trying to solve the problem via phone or this website is proving impossible. These services are worse than useless. All calls, from whatever the number dialled, end up in the same place with no response - the phone eventually goes dead or appears to. 35 minutes on hold listening to crap music is no way to treat customers, especially those with an EMERGENCY,

Would somebody please give me a call back to help me get my gas supply working again?
Thank you.
Tel: 07501 xxxxxx"

The autoresponse of FIVE working days is unacceptable - I HAVE NO GAS!

I have tried 0800 027 0072, 0800 270 3333, 0845 729 2292 and 0845 2700 700 ...... On every number I get put on the carousel to the same dept, which is not answering. I either get cut off after 15 to 25 minutes or I get to the point where I need to do other things - one time after 35 mins! Four times in total!
I repeat - I HAVE NO GAS FOR HEATING, HOT WATER OR COOKING and Scottish Power's service is of no use at all. Will someone please help?

My home number is 0113 xxxxxxx.
Thank you.

The autoresponse said they would also get back in FIVE working days.

Eventually the call back came (21 mins). Initially I was not going to get much help until I mentioned my (fictitious) call to Ofgem about raising a complaint. Craig eventually got back to say that an emergency had been raised and that an engineer would be out in 1 to 4 hours. I am now into the fourth hour and not a murmur from them.

DO NOT, whatever you do, make any attempt to get in touch with Scottish Power. Cut a plug with a length of flex from an unused appliance. Bare the ends of the brown and blue wires and stick them up your nose. Plug in and switch on. Believe me, it is less painful than trying to speak with SCOTTISH USELESS POWER [/RANT]

Right, I'm off to enjoy another plate of beans on toast.

[debih]

Oh no. Poor WM.

My neighbour is another very unhappy customer of Scottish Power.

They moved their boiler cover from British Gas to Scottish Power as it was cheaper and they have had terrible service, being left without a working boiler for well over a week on two occasions now.

[Kaz]

Oh Frank how awful

I hope they come out soon ((((((((((((((((((((((((x)))))))))))))))))))))))))

[Diflower]

That's awful!

(Who was it you're with again?)

[TheOstrich]

<<WM>> ..... sorry to read what you're going through, but to be honest, it doesn't surprise me any more. You could substitute any number of big company names for Scottish Power, such is the level of customer service in the country these days ....

[pollR78]

oh WM I am so sorry to hear of the bother you are having, some of these companies are a joke

Hope they get it sorted ASAP for you!

I am with Scottish Gas/British Gas and always have been for both gas and electric - touch wood never had an issues.......

xx

[Workingman]

Techie arrives just after 7pm with a new battery pack. He doesn't ask what the problem is he just goes to the meter and installs the new batteries: five mins, all done!

He wasn't from the Scottish shower he was from National Grid, so I told him I had informed them mid-afternoon but they couldn't help.

It's the system: Customer rings Scottish Power; It raises a job order for National Grid; National Grid send round techie; Customer is not allowed to report faults to National Grid direct.

Fine, if the customer can get hold of Scottish Power.

[pollR78]

oh for goodness sake - glad its sorted but scottish power really need to get that sorted, bunch of idiots!

x

[meriad]

Glad it's finally fixed Frank and that you've got heating again. That is shocking service from them and you should write a stinking letter of complaint to the head huncho there, copying Ofgem and your local news paper (or even better, the Daily Mail)

[Workingman]

Idiots Poll, good description, Ria it is odd you say 'head honcho'. The parent company is Spanish as is the head and four other board members - I had a look. A letter will be on its way to the señor.