Home News Columnists Ian Robson

Make npower pay the price for bad service

Jan 13 2008 by Ian Robson, Sunday Sun

CUSTOMERS are still reeling over npower’s decision to raise gas prices by 17 per cent and electricity prices by 13pc. It’s a tough world . . . and there seems to be little we can do about it.

What we can do, however, is demand an equally massive increase in the standards shown by npower’s staff.

I have always found that npower has owned up to its mistakes. But, by golly, there have been an awful lot of them.

If there is a way to mess it up, rest assured that npower will find it.

Mistakes include nicking customers from rival suppliers — in the gas industry it’s known as an erroneous transfer — and finding myriad ways of getting bills wrong.

Npower has been known to charge customers for previous occupiers or neighbours . . . and then take months or even years to sort it out.

And — get this — they have even managed to send a gas account for electricity and vice versa.

The point I’m making is that npower, along with many other suppliers, are a shower.

Customers will have to grit their teeth and pay the new prices but they can send a message to bosses by being completely intolerant of mistakes.

Complain long and loud, complain about everything that goes wrong.

Make them earn every single penny of their astronomical increases by demanding better customer service.

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