TP_Review

I purchased a Tempest cylinder and
1. The overall diameter of the cylinder was significantly greater than shown in the spec-sheet. I purchased this particular cylinder as it had to go through a narrow opening and 10mm oversize results in additional work
2. The packaging was not specific to the cylinder and allowed the cylinder to rotate while in transit and for a valve to puncture and protrude from the packaging
3. There were no temporary dust caps on the tank openings
4. One of the immersion-heater covers was missing its retaining nut and had fallen off
5. The cylinder was poorly presented - Oily finger prints and scuff marks on the cylinder

Telford Technical Support were responsive and helpful but, overall, I believe that the list of issues I encountered indicates a company that has low standards for quality.

I purchased a hot-water cylinder. Good on-line experience, good price and rapid fulfilment. However, performance of delivery partner was poor.

It would have been five stars but I had to contact Sales by telephone as the website did not allow a simple contract renewal to be carried out on-line. The Sales-agent (Liam) was friendly and helpful and understood what was required. He explained things clearly and he arranged the renewal very rapidly. An excellent customer experience!

A reasonable on-line experience and really excellent delivery drivers from Canterbury Road branch.

Good on-line experience and attractive prices but they are very very slow to ship the orders.

Good online experience and excellent customer service

I used to be an evangelist for Octopus but my faith in the company has been badly eroded by a completely unnecessary and very amateurish performance by the customer service team. I can only assume that the agent I dealt with is a poorly-trained AI agent as no human could be quite so erratic. I have made a complaint using the complaint process but this has been passed to the same agent that caused the problems. I am stuck in a Kafkaesque doom loop so intend to enlist the help of the media plus to raise the matter with the regulator.

I guess they have grown too quickly and are now unable to provide the level of service that they once did. What is so disappointing is that they are unable to find a human to process a complaint. A summary of the issues are as follows:
1. Erroneously treated a comms-hub upgrade as a new meter install
2. Billed me incorrectly using the wrong tariff
3. Three times changed my tariff without telling me
4. Failed to correct the billing errors
5. Failed to apologise for their errors
6. Failed to apologise for the considerable inconvenience they have caused
7. Customer Service sending a ‘closing the ticket’ type of final message without having addressed the billing errors or apologising for the mistakes

Great pre-sales customer service. OK on-line experience and good fulfilment. OK price

Good on-line experience, OK prices, good fulfilment

Delivered on schedule. Friendly driver

I have used Bimble several times and am happy to recommend them. The pre-sales guidance was very detailed and helpful. The on-line experience was good and the pricing is normally very competetive. I have always collected from their warehouse (near Lewes) and found the warehouse staff friendly and welcoming.

I like the Whole Earth product but I am writing the review after an interaction with Customer Services. They were helpful, responsive and communicative. Excellent customer service

Friendly, helpful and knowledgeable customer service. An excellent experience.

Good on-line experience
OK price
Good fulfilment

We ordered a lemon tree as a gift. It arrived with the box intact but inside the pot was smashed. I tried to get a replacement but Roots have prevaricated. However, I have now received a refund, and am grateful that Roots sorted this out, but it shouldn't have been so difficult to achieve.

We recently had Octopus install smart meters for electricity and gas and I was very pleased with the service provided. The engineer (a young lady) was smartly turned-out, was friendly and helpful, and carried out the work intelligently and efficiently. Her communication was good and we understood what was happening and when it would happen. All in all an excellent experience. What stood out for me was the elegance of the resulting wiring - the installation was laid out logically and with precision. My only disappointment is that there seems to be no appropriate customer feedback mechanism that Octopus operate.

i have mixed feelings. Some items in the order were the wrong diameter due to a failure of the on-line ordering application. Excellent and very rapid fulfilment - but it is expensive.

Good on-line experience, good price, rapid fulfillment

1. An Openreach engineer did some work on a cabinet and damaged the connections for two properties.
2. The second Openreach engineer arrived many days later and corrected the errors but created a new problem
3. A third engineer has now corrected the errors of the second engineer and we are now operating correctly.