Extremely disappointed with the service…
Extremely disappointed with the service from SMS Energy from start to finish.
We originally booked two separate smart meter appointments through our energy provider, Outfox Energy, and both appointments were cancelled on the day at the last minute after I had waited in all day on each occasion.
A smart meter was eventually installed, but immediately afterwards our boiler started displaying an F28 ignition fault and stopped providing hot water. At the same time, our house alarm system also malfunctioned during the installation, which strongly suggests there may have been an electrical issue caused during the meter work.
When I contacted SMS Energy customer service today, I was simply told the problem was “the boiler” and not the smart meter installation. Despite the timing of the issue and the simultaneous alarm problems, they refused to send an engineer out to inspect the smart meter installation or check whether wiring, polarity or connections may have been disturbed.
We have now been without hot water from the boiler for five days and have been instructed to arrange and pay for our own independent electrician to prove the issue relates to the smart meter installation rather than the boiler itself.
I find this level of customer service completely unacceptable. It feels like the responsibility is simply being pushed back onto the customer rather than properly investigating a problem that started immediately after the installation visit.
It is also disappointing that Outfox Energy, who arranged the installation, have not taken stronger ownership of resolving the issue either. Up until now Outfox had generally been straightforward to deal with, but this experience has highlighted how poorly both companies respond when a customer actually has a serious problem that needs resolving.