You’ve just highlighted why I’m so frustrated!
You already asked for my permission to change to daily reads, on the 8th January (via Beth) and I gave my permission then. Now you seem to be implying you never did this?
How you can tell me that you want to ensure me the best service at all times leaves me incredulous, as this is clearly not the case currently and every employee I’ve engaged with has let me down.
In my last online chat with Kerry S, they were more honest than you are being currently, admitting Bulb had handled this very badly and promising me they would take personal ownership of the issue and keep me informed. That was over a month ago and I’ve heard nothing.
I sincerely hope that you can see from the tone of my last post, I’m prepared to be understanding, have sympathy for the technical issues but this business relationship has to be built on trust and honesty. Admitting your failings would be a good start!
I will reply to your email with permission to change to daily pulls, but can you tell me, have you received a single reading from any of my meters so far, and do you not have some kind of automated metric to identify such issues with meter reading that triggers action on your part?
What I don’t currently have any confidence in, is that you’ve done anything to fix the issues I’m experiencing.
If you want to email with with some history of what you’ve done, I’d be delighted to receive it and it may start to build some confidence.
Your suggestion of a mass communication would help, but it risks being too generic if it doesn’t address specific customers issues, so maybe grouping customers by the problem that they have, then communicating what the progress and status of that issue would be useful.
My customer service training always taught me to under-promise and over-deliver, it’s always a more satisfying result for the customer, it’s really important that you set realistic expectations and follow up if they are not met.
Can I also ask why you need my permission to change the reading frequency? I don’t own the meters and the only downside I can see with regular readings is a greater load on the WAN/DCC and a reduction in battery life for the gas meter, neither of which I’m responsible for maintaining?