Comms could be better
Comms could be better. We had to get our meter replaced. The appointment was over a month out, which was understandable, and they regularly sent SMS to remind us to be home and avoid missed appointments, allow us to reschedule. That was good. On the day, we got a SMS so we could contact the person directly who was coming -also good. So they are putting effort into the comms, to avoid failed visits. What I'd like to see them divert some of that effort into is reducing the burden on the customer. Even on the day, even an hour before the 1-5pm window started, I still had a 4 hour window I needed to be home for, and the guy who is coming presumably has his head down and is too busy to reply to my SMS asking for a timing update.
The other thing is the new in-home device, left with blank settings. I get an email the next day saying it could be blank for a couple of weeks and then will magically start working. Seemed unlikely, but to my surprise it did start working after a couple of weeks.
The paper sheet that came with it did not cover this unusual process. How many customers must ring them up or email them for help? So a couple of little things dropping it from 5 to 4.
