A brief preface to my rant/ramble below. I’m a nearly new member (switch tomorrow) who has often been frustrated at the Pure Planet model of communication. I think it *can* work, and occasionally *does* work, but in the first few days as a switching customer, if you have a problem, it can be difficult to figure out how to communicate directly with Pure Planet (the company, and its customer service team).
I distinctly remember thinking the Community was the way to “send a message” to PP (wrong; I now realise that). I kept coming across the phrase “Just message the team”, or variants thereof, as if it was the simplest thing to do. Just out of interest, I did a quick search and found the following phrases in various messages:
“To get in touch with the Member Services team about making a payment you can log in on your app or at purepla.net and tap 'get help and support' > 'ask a question' then type 'bring my account up to date'.”
“you are going have to send a message to the team.”
“you will need to contact them via wattbot”
“you could have used message the team in wattbot”
“You may have misunderstood the reply to your previous post when advised to type message the team. You need to do this in Wattbot, which you will find in the help section of the menu”
Here’s my feedback, and main point - Wattbot needs to have two buttons. (1) Search for a solution or answer to a question. (2) Message the team. Each should have a brief explanation of the function of the two. Wanting to send a message doesn’t always involve wanting to “Ask a question”, so even this little detail causes confusion.
It’s too confusing when you start typing a message to the team, and you get a series of suggested “solutions” or “answers”. If I type, “Is my switch from Ovo going ahead?”, I want the team to check my account and tell me if my switch is going ahead, not read through a load of FAQs. Ironically, I typed exactly that question, and nobody replied to say “We have checked and your switch has been cancelled” Argh! I wasted two weeks because of this simple detail. I think my most commonly-used word in the first few days of dealing with PP communications was, “Huh?”
And lastly, I have a question. *How* exactly should you send a message via Wattbot? For example, I just sent 4 photos of my meter (because there are problems with the meter information). Should I (a) Type “message the team”, and then send 4 separate photos? Or (b) Type “message the team” before each photo? I don’t know how Wattbot is monitored, so don’t know if I need to tag every part of a multi-part message with “Message the team” at the beginning.
I could attach screen shots of my initial interactions with Wattbot, for your amusement, but suffice to say it was clear I just couldn’t figure out how to use Wattbot to “message the team”. One example: I literally “just typed message the team” as per instructions, and then sat .. and sat … and sat … thinking it was a “chat” function. Doh. Don’t laugh!