delays after delays....
When it comes to switching to octopus for supply they are great, efficient. When it comes to export, that's a whole different story. it took 3 months to get a smart meter installed, and even though I had all the information required and provided it up-front, it's been delay after delay trying to set up the export tariff set up, now I have to wait again until the smart tariff team to get back to me to resolve whatever issue there is currently with my account. honestly wish i'd gone with another supplier, but can't until they get it sorted. I've missed out on at least 250Kwh of energy export waiting for them to sort out their act.
Reply from Octopus Energy
Hi Robert,
Thank you for taking the time to leave us this feedback, and for your patience whilst we worked to get this resolved for you.
I’m genuinely sorry for the frustrating and lengthy journey you've experienced in getting your export tariff set up. You were absolutely right to be disappointed with the delays, especially after providing all the necessary information upfront. This is not the standard we set for ourselves, and I personally apologise for where we fell short.
We're immensely proud of the service we aim to deliver, so when I saw your review, I wanted to reach out personally to take ownership and make things right. I'm really glad we were able to connect via email, and I'd like to thank you for your understanding and for accepting the resolution we discussed. I'm pleased to confirm we have resolved this matter with an agreed remedy in place.
I also truly appreciate your constructive feedback on our processes and your kind words about our team members – I've passed this on internally as it's crucial for helping us improve.
As we've now confirmed, your export tariff is fully active and working as it should. If you ever need anything in the future, please don't hesitate to get in touch with me directly.
Best Regards;
Joseph G 🐙
Team Lead