A work in progress
Their app is far too immature for a company that intends it to become the main way customers interact with them. The usability is poor, and even basic tasks can be unnecessarily complicated. For example, finding your meter readings is much more difficult than it should be.
There is also no option for customers to download copies of their chat transcripts directly from the app, although their customer support have made me a vague promise me that they are “exploring the introduction of a transcript download feature for customers in a future update”. The chats are not even timestamped within the app, which makes it difficult to keep track of conversations or refer back to them accurately.
I have just taken photos of my meters and cropped them to submit just the numbers but because they were cropped the app could not handle them (could not zoom out enough to cover the entire reading). I won’t do that again but don’t think the app should constrict you in that way especially when I was trying to be helpful.
Their chatbot is baffling. Today it wrongly advised on two things: where to find the meter readings and whether my gas meter had been accepted. When challenged it admitted its mistakes, but it should not have been wrong in the first place.
Overall, the app feels very much like a work in progress rather than a mature customer-service platform. If the company expects customers to rely on it as their primary means of interaction, there is still a considerable amount of work to be done.
There is also no option for customers to download copies of their chat transcripts directly from the app, although their customer support have made me a vague promise me that they are “exploring the introduction of a transcript download feature for customers in a future update”. The chats are not even timestamped within the app, which makes it difficult to keep track of conversations or refer back to them accurately.
I have just taken photos of my meters and cropped them to submit just the numbers but because they were cropped the app could not handle them (could not zoom out enough to cover the entire reading). I won’t do that again but don’t think the app should constrict you in that way especially when I was trying to be helpful.
Their chatbot is baffling. Today it wrongly advised on two things: where to find the meter readings and whether my gas meter had been accepted. When challenged it admitted its mistakes, but it should not have been wrong in the first place.
Overall, the app feels very much like a work in progress rather than a mature customer-service platform. If the company expects customers to rely on it as their primary means of interaction, there is still a considerable amount of work to be done.
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Response from developer
Hey there, we're sorry to hear about your experience. There will be a way to export your chats within a chat to our AI in the coming months, apologies for the vague response here. You can view timestamps of messages by tapping on each of them, but I've given this feedback to the team and we'll try and make this more intuitive. I've also noted the feedback about your meter reading. We are rolling out a lot of new in app features over the next few months, so please do continue to provide us feedback via chat or email. Thanks for your patience!
Simply Superb
I just love the fact that I pay for what I use each month rather than racking up a balance with benefits the supplier!
I have had more sense out of chats with the Bot than I EVER had with real people.
Highly recommended.
I have had more sense out of chats with the Bot than I EVER had with real people.
Highly recommended.
App seems spot on
Ive just completed my export switch to Fuse using the app and i found it very easy to use. Any questions i had were comprehensively answered in chat very quickly
Very impressive service
Cannot fault this company so far. The app and messaging on the app are so good. Instant reliable responses. Engineers prompt and respectful. First time my home display and smart meter has worked in 4yrs.
Great app and great support
The app is fantastic, very easy to use and very easy to see what is what and how much everything costs. The support has been fantastic and sort everything out straight away! Recently had an issue with my meter and Victoria helped me and had it sorted the same day which is great! Would recommend to anyone
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