Customer service — Bulb Community

Customer service

Does anyone else think bulb customer service is getting worse. I have e mailed the help address on three occasions and they have never replied. It is a fairly basic question about my account. Interesting to get others views.

Comments

  • @Barry3009, from when I joined to now, marginally yes.

    I used to ring up and have them answer within a second or two. Now they have 5 times the number of members and it understandably takes a little longer for them to answer and the service is not quite as personal as it used to be (as there are far more staff and you can't so easily get to know them like you used to).

    I haven't however found the service lacking.

    There do appear to be a few people mentioning emails taking a long time to get a response however which is a little concerning. Bulb still seem to think this shouldn't be happening and that they (generally) get to emails within a few days, but obviously something is going wrong at times.

    How long have you been waiting for a response?
  • Over 10 working days now. Sent a couple of reminders to ask for a response, but nothing. I agree that the responses used to be quick and personal. Hopefully they rectify it soon.
  • edited February 13
    Hi @Barry3009

    I'm very sorry that you've not had a quick response. I've asked for one of our energy specialists to investigate and get back to you.

    We take our service promise very seriously. Although our member base has grown, this should not have an effect on the time it takes to respond to your queries.

    We have previously fallen short of our service goals. To prevent it from happening again, we took a number of steps:
    • We trained more Energy Specialists to provide member support.
    • We built even better self-service tools in the Bulb Account.
    • We committed to compensating £10 to every member who has had to wait more than 5 working days to get a response.


        That last point is important. Not only do we want to respond to members quickly because it's the right thing to do but also because it's the right financial decision for the business.

        Our service levels affect our rating across a range of consumer sites so we're always working to ensure we remain on top.

  • edited February 13
    @Eleanor at Bulb, any chance of an update on actual figures regarding response times for email and phone?

    I know you have a nice display in the office telling you what they are :wink:
  • This morning's average phone wait time is 12 seconds!
  • edited February 13

    This morning's average phone wait time is 12 seconds!

    :+1:

    And email? :wink:
  • I sent an email yesterday at 11.17am (at least, that's when the auto-responder responded to me) with it saying 'Thanks for emailing Bulb, an Energy Specialist will respond to you within 3 Working Days.': we'll see how long it is for a lowish priority meter reading amendment.
  • RichyB said:

    I sent an email yesterday at 11.17am (at least, that's when the auto-responder responded to me) with it saying 'Thanks for emailing Bulb, an Energy Specialist will respond to you within 3 Working Days.': we'll see how long it is for a lowish priority meter reading amendment.

    I have a suspicion that queries are very rarely getting answered within that timeframe at present.
  • You're right @mowcius. We are taking a little longer than we should this week. We have a strong team answering your emails though, so we'll be back to normal shortly.

    Sorry for any delays.
  • edited February 13
    @Eleanor at Bulb, might I suggest that the auto-responder is changed to more accurately reflect the current response times to ensure that members' expectations are more reliably met?
  • edited February 13
    I've passed this on to Erin, head of the Energy Specialist team
  • Thank you Eleanor I received a response today. Thank you for your help.
Sign In or Register to comment.