Below is an open letter I sent to Npower today. Needless to say they’re awful. Dear Npower, RE: How to treat your customers I am writing this letter to you whilst sat in my house with your Engineer. He's a lovely guy, he is. A credit to your business (GO NPOWER!). He came here to check out my (possible) my faulty meter, which in the last month, has seen me experience an increase to my electricity bill of 50%. The meter didn't show any apparent fault and so to help me keep an eye on my electricity usage and also try to spot where the fault is coming from, a smart meter was recommended. I was all for this as I'd already been told, incidentally, by someone who worked for you that we would be a great match for a smart meter (check your call records). He's now been here 2 hours and we've achieved zilch. Nada. Nowt. Well, hang on that's not fair. We have achieved something. We (collective sense), have wasted our time and resources and you've also managed to really 'F' me off. To cut a 120 minute story short, (I say short, it hasn't felt like it, especially whilst you're trying to entertain two under 5 year olds). I had an Engineer in my house who was ready and able to fit the Smart Meter which was sat in his van on my drive, however, the powers that be would not rubber stamp the installation. The reason being? I'm not eligible. Cue ringing you (yup, whilst the engineer was in my house) and being on hold for 25 minutes. Did I mention I had two young kids to entertain too? Fortunately, they chose the optimum time to poo in the toilet and also fill a nappy. I like to think of it as a physical reflection of my day. #livingthedream Inbetween cleaning poo, throwing random bits of buttered toast their way and just allowing my eldest to climb out of the living room window (groundfloor...), I got through to you! I explain and I'm told 'no'. Cue hold again. I'm then told that I can have one but I couldn't possibly have one today. Wait for it - you're gonna like this bit! I NEED AN APPOINTMENT! Yup. I need to book for Engineer to come to my house. Oh the irony. So, through gritted teeth the appointment is made. Oh wait, hang on. You then realise you need to cancel this appointment? Was it because you had an epiphany moment realising that this was, quite frankly, bonkers. Alas not. I'm told that I'm incorrectly registered on your database as being on a two rate meter. You need to update the system before you can make me an appointment and that's gonna take about a week to do. Then I'll be able to make an appointment to book an Engineer to install the smart meter (#letsjustforgetabouttheengineerinmydrivewithoneinhiscarnowbecausethatwouldbestooooooooopid) (FYI - this "#" is a representation of how I feel as your customer.) Oh, one more thing. I just wanted to extract your Core Values from your website. Titled "npower Critical Behaviours" 1. Customer First, "Getting it right for our customers" - CHECK 2. Driving Performance, "Delivering on our promises" - CHECK 3. Focus, "Prioritising where time and resources are spent" - CHECK There's a couple more. 4. Challenge, "Improving the outcome by giving and receiving ideas" 5. Accountability, "Giving and taking responsibility for our actions" I'm looking forward to seeing how you achieve the last two. Yours sincerely, Just one of your worthless customers