Absolutely awful experience with Shell Energy
First they repeatedly tried to increase Direct Debits to twice my average monthly usage. I questioned it, and they said they were using an industry standard algorithm. Err, no: an algorithm invariably takes parameters as function inputs to get to an output - so, presumably, the output should be a direct relation to the input, which is my energy usage amongst other things. Of course it has no relation to my usage whatsoever and I am reasonably certain that the 'industry standard' algorithm is not non-linear!
Secondly, IHD packed up. It happens, says Shell. I know it does I checked the complaints about the model and make of the IHD and they precede the date that Shell installed the damn thing.- so they knowingly and, I say, vexatiously, installed a faulty product. Shell do not know when (or if) the issue will be resolved. Not to worry they said, your smart meter is still communicating with us
Except, of course, it wasn't. No evidence at all of the dual tariff I'm on, so can't enter my meter readings - and back to the industry standard algorithm which estimates my usage. As I said, invariably twice the actual usage.
Even if I could enter my meter readings both the website and the app are asking for the meter readings since 1 Jan 1970. Hmmm, I think they might have a fault (Hint: 1 Jan 1970 is day one for many computer systems, and the day counter often resets itself to day one following a fault)
Tried to resolve this with online chat only to be disconnected after being 100 in the queue to 30 and an hour or so wait. I gave up after waiting nearly an hour on the phone.
I will be asking for my 41.06p/day standard charge back. Since they cannot provide the software, hardware or the wetware, what service are they providing? Billing only services?
As I am now collecting the data for them (meter readings) shouldn't they pay me for my service?
If you recall Shell don't own/operate the power stations nor the infrastructure to deliver electricity, so apart from an automated PDF invoice/bill which is only rarely actually available for download, really: what service?
Remember, this is a (supposedly) world class OGP company. So, it's not as if they are short of a few quid that they could use for investment for their customers.
In all honesty, I think the Netherlands were very fortunate indeed with offloading this company to London and are probably delighted that the Dutch Royal family affiliation is now gone
I can feel a strongly worded letter to Ofgem in the works...
Edit: 12th Oct 2022: FINALLY an engineer is coming round to replace faulty meter on 17th Oct 2022. First time reporting fault? 20th Sep 2022 - nearly a month
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