Report Abuse

“Must Grow Up - by which I mean mature!”

written by on 04/07/2014

Recently joined OVO after seeing their CEO take on the big six in front of H of C select committee. All went well with switch (electricity only) with just minor unimportant delays. DD about right compared to previous supplier, price not the issue for switching. Due to a slight delay on my part in supplying 1st meter reading, estimated bill produced, which was well below the actual. The resultant cancellation of the estimated bill and production of the accurate one seems to have confused their system. The 'My OVO' statement screen does not actually add up. Following some phone calls, a screen shot of the 'My OVO' screen sent by email and more phone calls, I was told they were having problems with the 'My OVO' system, not sure about this! Customer advisers always pleasant not sure they understand the industry; being pleasant goes some way but is not always the answer if you want someone to understand your concerns. Have read most of the reviews below and since about March or so the OVO responses. Whilst not wishing to tell OVO how to run their business, responding to customers who are conplaining with "would you like us to investigate", is not clever; it should never ever get to the stage where customers express their views in the public arena. I know you have to end a letter with wording, but "All the best from OVO" is not appropriate. I am not disappointed I switched but would like to feel confident in giving them my gas supply as well - sadly do not feel that confidence at the moment. My review title says it all - using up to date street speech by their customer advisers and informal language in emails and on website is not adult. Clear messages, good pricing, friendly (but not overtedly so) customer advisers and above all the ability to understand customer concerns are hall marks of successful businesses - take for example First Direct Bank.