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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33% Customer Service
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17% Financial Loss
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17% Discrimination
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11% Communication
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11% Other
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6% Quality of product
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6% Inconvenienced
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Utilities Customers

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How this makes Utilities customers feel

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28% Customer Service
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15% Financial Loss
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8% Communication
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8% Inconvenienced
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8% Discrimination
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8% Other
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5% Expectations Exceeded
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5% Delay
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5% Fraud
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5% Rudeness
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3% Delivery
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3% Service
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3% Quality of product
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