Magnum Utilities
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Initial appointments messed about & cancelled, but eventually everything went as planned!
My first two appointments were cancelled, and they don’t seem to be bothered about the consequences of cancelling them as some people, like myself have had to take the day off work. The first one was cancelled, then when I called to rebook, the number I was given rang out for ages the first three times and was picked up on the fourth attempt, but I wasn’t sure if it was Magnum as they didn’t bother with introductions. The agent who answered didn’t really have a clue what was going on but said he would call back and didn’t. I called back later that day and rebooked and had to go through the full induction again which was annoying as was a further two-month delay! Second appointment, about 3 ½ hours into the time frame given, someone called again from Magnum to cancel my appointment because of a tricky job they were delayed. The call centre doesn’t seem to know what is going on as whilst I was on the phone being cancelled to one agent, another was calling and left a voice mail to call them back to rebook! Again, another two months delay. However, when they do what they say they are going to do, it all goes well. Engineer arrived, had mask etc on. Explained what he was going to do and got started. He was very thorough and also noticed two hazards with the main fuse and cables, that had not been picked up on in the past by two other companies. This was reported by him and Scottish Power Networks, who came out and fixed it by moving the main fuse to another wall and tidied up the cables. Engineer was very good, and someone within Magnum has also acknowledged my complaint. However, Magnums customer service call centre for bookings is letting the company down badly with their unprofessional service, cancellations, and unanswered calls. I had originally given them one star but have changed to three. If they sort the staff out at the call centre and turn up when they say they will instead of constant cancellations, they would be a decent company. Cancellations can happen from time to time, but I think Magnum need to get the finger out and sort this because it seems to be the normal for them to cancel instead of turning up to do the job.