A brand that has mistaken customer care for 'create customer despair'. Literally had one live chat operator bail on the chat deliberately then the next one covering for his mate by fobbing me off with a made up complaints procedure. Meanwhile, I worked out with some very simple maths the answer to my problem that I was told would take 14 days for the software to calculate, sorry, 5 days, depending on whether you were talking to Bib or Bob on live chat. Operators confused about simple terms such as 'Annual Statement of Usage', confusing this with a forward projection to try to up the direct debit. Turns out, once again, that they owe me money, rather than needing to up my direct debit. Funny that ... According to live chat, there is no email to raise a complaint with Scottish Power, it's all done in a back room by a back team without any of the details of the complaint, but, oddly, I was to take it as reassurance that it would be dealt with - who knows how with no details, but, if you undertrain in order to maximise shareholder profits, then you get spelling and grammar to make you wince and operators who can't pull out the necessary information from what the customer shares - so assimilative reading skills? Not so much ... And brand integrity? These operatives couldn't even spell the word tatters, never mind understand how they were corroding brand integrity.
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ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. The ScottishPower Group only produces 100% green electricity - our focus is on wind energy, smart grids and driving the change to a cleaner, electric future and we’re investing millions of pounds every working day to make this happen. We’re committed to speeding up the transition to cleaner electric transport, improving air quality and over time, driving down bills. To deliver a better future, quicker for everyoneSee more
