Don’t go to Mercury Energy unless you want terrible and horrendously slow customer service, rip off ’savings schemes’, and questionable energy pricing. If you are with Mercury Energy – LEAVE THEM NOW – before you have to experience a problem with them, and find they arn’t really bothered about you.
Now to make such sweeping statements one needs some evidence of course, and preferably from more than just one incident. So how about at least six?
1) More often than not when you phone their call centre you have to wait anywhere from ten to twenty minutes for a customer service agent to answer. If that’s not bad enough, on at least three occasions they have answered then said “Can you just hold a moment please” – only to put me back into the holding system for another ten minutes or so, then you have to explain what you want to do all over again to someone else!
2) When you get talked into changing to them, they promise huge savings on their electricity plans – but in reality (from what we experienced) there was not much difference between them and the very expensive supplier we were with!
3) Getting return contact from them by email takes about twice as long as what it would take by standard post! I once emailed them complaining about the well over twenty minutes I had to wait on hold, only to be placed on hold again at their call centre – then, incredibly, I waited a week for them to reply to say they are sorry I had to wait so long!
4) Their Movie Club (that to be fair only costs about a dollar a month to belong to) is a joke. They claim you will get cheaper tickets, free popcorn with every ticket, etc. We tried to use it twice only to be told that “No, there are no specials with that card – oh I think maybe on Tuesdays you get cheaper kids tickets”. Two occasions! I contacted Mercury, then after a few days (naturally) they replied to say they were sorry about that – and that was it! So – no ‘we will do something to make up for it’ or ‘we will investigate this and get back to you’ – just ‘sorry’. In other words the Movie Club card appears to be little more than a scam to get a few thousand dollars extra for the company each month! (As a side note: they now have a ‘Perks’ card as well. I have only tried to use it at one location to be fair, but when I did the staff member told me she had never heard of it!).
5) A few months back I was phoned by one of their ‘agents’ to ask if I was going to sign up to their ‘fixed price plan for (I think two years?). The catch being, as soon as you signed it your electricity charges actually went UP! I said ‘No, we are not interested but thanks’. He then just kept going, and going, and going – telling me how good it was, everyone was signing up with it, I would be silly not to sign up, etc. Again I told him no. A few days latter he phones again, again asking me to sign up with it – again even after I said NO, he kept going, and going, and going….. until I virtually had to hang up on the guy! In other words, it is pretty obvious Mercury Sales people are on commissions, and so will tell you almost whatever they have to – to get you to sign up with them.
6) We finally had enough of Mercury – solely because of their terrible customer service. So – we switched to Genesis (who it turns out are quite a lot cheaper than Mercury Energy!). I waited for a final account from Mercury… and waited…. and waited. Then finally, after we had already received our first bill from Genesis (a fair bit lower than what our Mercury ones had been), I get a letter from Mercury stating “Should payment not be received within seven days of the date of this letter, your account will be referred to a Debt Collection Agency…”. Great – so I didn’t receive a final invoice (now that may just be a postal problem or whatever….) but also no reminder letter, or phone call or even an email – just a threatening letter? To make things worse the letter was received six days supposedly after it was written, with now the weekend and Auckland Anniversary making any payment possible two days after the final due date! So – I call them Tuesday morning, after ten minuets on hold I get through to someone, I tell him I want to pay my final account – he says “Just one moment please” – I then find I am back on hold, again, for another six minutes. Another ‘agent’ answers, I explain it all again, I was then sure she was about to say ‘one moment please’ when I told her I wasn’t impressed as I had already been on hold twice! She then decided (wisely I thought) to take my payment. Goodbye Mercury!
So – again, DON’T SIGN UP WITH MERCURY ENERGY, you must be insane or a Foreign Investor if you do!