Yü Energy
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Very poor response times…
Your advisor Paige dealt with my complaint clearly over the phone and explained what I should do next. Her follow up email was also clear. The 5 stars are for Paige, the human being I finally got to speak to. My previous review about the difficulties I had in getting to speak to a human being remains the same. It took me over 3 hours at various times to get to speak to someone. A 20 minute unanswered call, followed by a 45 minute unanswered call is not acceptable. A poor review finally elicited a response. High volume of calls is no excuse- employ more people. Similarly, an unanswered wait of 20 minutes + and a final contact after over 25 minutes with your chat advisor Mariam. Similarly not good enough. Mariam's excuse for Yu not answering with my original complaint within 10 working days was that it was not registered as a complaint by your system so it didn't go to the complaints department! 2 more emails asking for an update made no difference - I just received further computer generated replies with a new case ID saying you would respond within 10 working days. 5 stars for Paige - no stars for the overall quality of your customer care service. I've changed this to 1 star after yu energy's ridiculous reply to my review which is obviously computer generated and no-one has actually read it. I repeat 5 stars for the person who I finally got to speak to. No stars for yu energy's customer relations - they don't listen