A customer experience about British Gas

Status: Approved

#CustomerService  Annoyed Frustrated Let down 

Kindly shared by J. english

What happened

We've had BG Homecare service for 18 months now. I've been trying to get my boiler serviced but just can't. It can't be booked online because I get a message saying they'll contact me when it's due so tried phoning. Booked it only to receive an email a month later saying they'd had to cancel. No re-book and still no service. The boiler hasn't been serviced since we took out Homecare so we're not getting the annual service they say they offer as part of the agreement and it looks like there's no way of getting a service. And try getting a phone number to contact them, that's a chore in itself.

What I wish had happened

I wanted to be able to book a service, as part of their online booking system, within a year of taking out Homecare and then have it serviced annually.

Where this happened

On the phone

British Gas Customers

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How this makes British Gas customers feel

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36% Customer Service
Feelings:

Frustrated

Anxious

Furious

Annoyed

Insecure

Disappointed

Let down

Unsatisfied

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Sad

18% Financial Loss
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Let down

Other

Saddened

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Furious

14% Discrimination
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Disgusted

Anxious

9% Communication
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9% Other
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Anxious

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Let down

Disgusted

Furious

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5% Quality of product
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Offended

5% Inconvenienced
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Furious

Anxious

5% Delay
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Saddened

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Disheartened

Utilities Customers

Most talked about by Utilities customers

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Low

How this makes Utilities customers feel

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30% Customer Service
Feelings:

Frustrated

Annoyed

Anxious

Furious

Unsatisfied

Let down

Other

Saddened

Disheartened

Insecure

Sad

Disappointed

Offended

Uneasy

15% Financial Loss
Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Disgusted

Disheartened

Saddened

Other

Uneasy

9% Communication
Feelings:

Frustrated

Unsatisfied

Offended

Sad

Furious

Anxious

Annoyed

9% Inconvenienced
Feelings:

Frustrated

Annoyed

Unsatisfied

Let down

Furious

Anxious

6% Discrimination
Feelings:

Anxious

Disgusted

Let down

Other

Annoyed

Frustrated

Disappointed

6% Other
Feelings:

Frustrated

Furious

Other

Let down

Disgusted

Annoyed

Anxious

6% Delay
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Annoyed

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Other

Anxious

4% Expectations Exceeded
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Happy

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4% Fraud
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Uneasy

4% Rudeness
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2% Delivery
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Pleased

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2% Service
Feelings:

Pleased

Happy

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2% Quality of product
Feelings:

Offended

Sad

Frustrated

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