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“Embarrassed to work there!”

Written on: 13/05/2012

Working for EDF energy is a stressful experience! Appalling billing system that does unpredictable inexplicable things which are impossible to explain to an understandably annoyed customer. The new system is horrendous and causes so many complaints. Basic tasks like issuing a refund are nightmares and you can never trust it will work despite promising it to the customer. I'm sure we all want to do a good job but do not have the tools to . It's so frustrating and disheartening. The products are good value- such as the new Blue tariff but the system is awful. It is so complicated to even work out an account balance. There is also talk of staff reductions this year when the company can't even cope with the current call volumes. And there is no point escalating complaints to the MD mailbox as they are just passed back to team managers to answer with the help of their CSA's (us) that answer the phones in the first place. There is no time to follow up on calls and have even heard managers say to their teams not to bother but to take another call, so nothing gets done. EDF was a good company to work for and to be a customer of until the introduction of SAP but now it's an embarassment. I certainly wouldn't be a customer if I couldn't monitor my own account to ensure my DD does not collect some random amount un-notified. I still have some optimism that things may improve otherwise I will be abandoning ship before it sinks.