British Gas came out for the third time today. They are finally getting around the move electricity meter. It’s not exactly the engineers fault, but that of their ’system’ and their ‘process’. You phone them up, speak to someone who has absolutely no idea what you are talking about, they then log a call about something they could find on their system that seems to match what you were talking about, and finally an engineer turns up expecting to change a light bulb and not a whole electricity meter.
It’s amazing how such large companies get lost in the procedure. The call centre staff seem to be there to take calls and manage calls, and not to get the customer as quickly as possible to an engineer who can actually help or qualify your conversation. I wonder what it would be like if I could call my local British gas site, get a call logged and then speak to an engineer straight away. How much time in failed appointments would be saved?