A customer experience about Shell Energy by A Ford

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What happened

My landline was out of order from 06/09 - 11/09.I emailed three times and called every day for five days. They mixed up between my broadband and landline even though there wasn't any mention of the former from me. Trying to reach someone that knew was happening was appalling and it usually took at least 15 minutes for someone to answer the 'phone. Last Friday I spent nearly 30 minutes trying to get an agreement that Shell should reimburse the costs of my use of my mobile calling then between the above dates. Had they made some effort to contact me and had they been pro-active I wouldn't have had to use my mobile. Overall the service received was appalling and the simple remedy would be for them to have more people answering their 'phones.

What I wish had happened

It is not rocket science for a company the size of Shell to be able to answer their 'phones reasonably quickly; for someone to be able to communicate to me what the state of play is; to be pro-active and not reactive and not expect their customers to be kept waiting for at least 15 minutes and on one occasion 30 minutes and when I was cut off no-one called me!

Where this happened

On the phone

Shell Energy Customers

Most talked about by Shell Energy customers

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How this makes Shell Energy customers feel

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33% Customer Service

Feelings:

Annoyed

Frustrated

Unsatisfied

33% Communication

Feelings:

Annoyed

Frustrated

Unsatisfied

33% Inconvenienced

Feelings:

Annoyed

Frustrated

Unsatisfied

Utilities Customers

Most talked about by Utilities customers

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Low

How this makes Utilities customers feel

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Low

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

Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Let down

Other

Anxious

4% Expectations Exceeded

Feelings:

Happy

Delighted

Pleased

4% Fraud

Feelings:

Frustrated

Annoyed

Let down

Uneasy

4% Rudeness

Feelings:

Annoyed

Other

Anxious

Furious

Frustrated

2% Delivery

Feelings:

Pleased

Happy

Delighted

2% Service

Feelings:

Pleased

Happy

Delighted

2% Quality of product

Feelings:

Offended

Sad

Frustrated

Most positive experiences about Utilities companies

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Least positive experiences about Utilities companies

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