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Phone as never had power in Au before team was super patient explained the system then got it set up ready to use that day with my solar added and explained how that also worked.
One word - Terrible..
They do not care because there is no competitor in WA
Three different calls, three conflicting pieces of advice
Faceless customer service and no-reply hell
Please deregulate in WA, these guys need a wake up
Moving house was easy
Fab and quick service when moving house - easy to do and saves me such a chore as there are so many people to contact. They also provided clear and simple instructions about the online portal so all in all quick and simple.
Synergy works like government organisation and is very inefficient
It's a pity that unlike gas, we have only one company providing electricity in Perth. Synergy is very inefficient and wasted a lot of my time (several times in the past few years) and this company reminds me of how government organisations work. They think they're assigned by God and customers are their slaves. I'm very unhappy with the current case I have with them and there is nothing I can do except lodging a court case if they don't fix my bill issue in the next couple of weeks. I have proof that the power meter was installed way after they...started to charge me for power supply and they say this is based on western power information, but when I call them they say no (i.e. Synergy is wrong). I wish we get other retail companies join and break this monster company (like what happened to Alinta)
When There's No Competition
Synergy will only allow one name on an account and charged us $30 to change our account from my name into my husband's - same address, same everything, just a different name of the envelope -- not that it was ever mentioned at the time. It was just so he could field off all their continuous calls. If there was another provider available in WA I'd join in a heartbeat.
In WA we urgently need more competition in the energy sector having the most inefficient power companies in the world.
We get charged 90 dollars as a basic service fee and between 24 and 46 cents per kw, if we put our own generated energy into the grid we get payed 10 cents. This is outrageous.
Firstly I can see all the negative comments but for me I couldn’t be happier.
I owed $980 on 3 power bills as my work became extremely quiet and my income became less and when I did get paid I was trying to survive with a family so priority was general living costs, food, car costs, etc so unfortunately I had no choice but to let the power bills accumulate. I let it go for months because I just didn’t know how I could pay for it and couldn’t lock in to a payment plan as my income was all over the place.
I thought for sure my power would be c...ut but I finally started to get back on track financially so I called them up, apologised and I said all I could afford for now was $60 a fortnight. A couple of minutes later she said yes we can do that and it was locked in. That was a few months ago and I make sure they are paid on time as they were so friendly and helpful and understanding! If they turned around and said we need more or the whole thing needs to be paid I don’t know what I would’ve done. There are families struggling through no fault of their own so I just want to say thank you to Synergy. You don’t know the stress that has been removed knowing my power won’t be cut, especially when you have kids. If you work with people, I’m sure the vast majority will do the right thing and just need more time sometimes.
Synergy not helpful. Actually they have made my debt increase along with undue stress. Asked for help 6 months ago... told i would be elidgleble for a grant, now im not apparently and have a bill i cant pay
Not reading electricity meter.
Twice have had an estimated reading as they dont come in the gate. Our dog is at the back of the house. the meter is at the front of the house. Looks like they are too lazy to read the meter in Rockingham. Never had this problem before the recent two bills. We need another electricity company in WA we are all being ripped off.
September 13th 2019 Update: Power meter not read.
The third time my power meter is not read because the person will not come in the gate. The dogs are locked behind the back door. This is creating higher power bills for us because the person is not doing their job properly. Please hire someone that will do their job properly in Rockingham. This problem never happened before.
If I could give zero stars I would. This is the worst company to deal with. Equal with western power for incompetence and lack of common sense. Charged us for 6 months of power after it had been disconnected for renovations. Only reversed after the ombudsman intervened. Won’t let us reopen another account to get the meter box replaced until arbitrary paperwork is done. On the phone on hold endlessly with people who have no idea what they’re talking about.
Synergy is a joke with terrible customer service
We definitely need another energy retailers in WA. Out of power from 2 days and they said it’s nothing in their hands. Always overcharges and worst customer service ever. Worst company
Have been trying to go paperless and have our synergy bill direct debited, what a mission. Synergy representative spoke to husband via phone and advised he could not verify it was my husbands account. I set the account up over thirty years ago when we purchased our property. Husband and I were told anyone can hack an account, this is a privacy issue. Who the heck would be dumb enough to hack someones account and pay their bill? I don't feel comfortable giving photo copies of our personal information to such a tacky organisation.
installed 6.6kw solar system in Busselton assuming what's not used goes to the Grid...because Synergy doesn't want all this backflow..it reduces the flow at their end..it in turn triggers my system to generate production in concert with the allowable uptake.. that business model includes overlooking the minimised "export kwh" by not crediting them on the bill/invoice.. not happy.
Terrible, I called them three times and got three different answers!!!!!
I was going to change to my home plan and I called them to have more details.
The person had no idea about the plans and kept me on the phone for 20 minutes and then call dropped and she never called me back.
A few days later, someone called me and to follow up on the problem and she gave me a quote of $74.
I called them to finalize the updating the plan and she provided me another quote about $130, and then when I mentioned that I already got the quote, she called the manager and told me it will cost $234!!!!!!
And she never apologized for the wrong quotes!!!!
In total, they wasted my time more than 2 hours and no result at the end!!
Most incompetent organisation I have ever dealt with.
Had to lodge a form 6 times (and counting) to get the power disconnected before demolition. Impossible to deal with, like talking to a wall, no help what so ever. No access to people who know how to sort it out either. All that just to disconnect the power, don't want to know what's going to happen with re-connecting.
Go paperless ?
Received an email, do you want to go paperless yeah why not since it was supposed to be that from day one since that is why they have my email address, clicked on the email that was addressed to me entered my bill no then it says enter password ? so I typed in what I thought it might be no avail, so I ring them wow that was 40 minutes I will never get back after telling them my name my address my date of birth what my current bill was worth, to be told send in a copy of something with my name and/or address on, oh you mean a copy of my electricity bill or a birth certificate ? 'Yes birth certificate" yeah right a 55 yr old document from another country
Stay away from Synergy!
They literally take your money handling the bills in their favour. It is illegal and disgustingly. Stay away from this supplier, I am in contact with my lawyer already!! I want my money back!
Constant errors with our bill
Constant errors with our bills, never return emails, call up to fix up errors, they change our read date yet still sent us a bill.... The list could go on... Lovely staff but as WA have no other choice for electricity, we are forced to stay with them. The company is run terribly with information communicated not passed accessed. Don't feel like this company looks out for customers. Very stressed and upset.
Extremely difficult to deal with and get basic details repeatedly wrong.
If there was another electricity provider I would use the other. Every time I deal with them I have to explain the most basic details repeatedly and they're still wrong.
The company without a conscience
Synergy say they make moving electricity accounts seemless. I am insensed by their lack of respect for people and lack of empathy. But I suppose that's what you get when they have the monopoly on electricity in Perth. My six year old and I moved house. There was electricity at the new house and I moved over my existing account. That evening I arrived home to no electricity. All the food in the fridge and freezer is ruined. I am on a pension payment and cannot simply afford replace it. I called synergy who have advised me that even though this i...s not my fault and I'm 'unlucky" due to the timing, they will not escalate it and have western Power turn it back on. My son and I had to sleep at a relatives last night, which meant that my 79 year old mum slept in the floor. I have pleaded and cried on the phone. I've explained that my child needs to have power at home but still they won't budge. We now have to wait a further three nights until it's reconnected on monday. We have nowhere to stay. It's disgusting. Appalling company. If you are able to avoid them. Do.
Continual estimation, as they don't inform us when to read meter.
Synergy continually estimates our power usage, we were overseas for 12 weeks with our power turned off and were never advised when we needed to submit a meter reading (which our neighbour could have done) when we returned home we received a notification that we had to submit a meter reading, when I tried to submit a reading I was told that I could not as it was not in the read period. So I rang synergy after 20 minutes waiting I was told it was up to western power to inform us it was time to submit a reading. So I rang western power and after 2...7 minutes they told me that it was up to synergy. But they would get someone to call me, 5 weeks later I still have not received a call and still have no idea when to submit a meter reading. I have paid the last 7 Bill's which have been estimated. Which means I have paid much more than I should have as their estimations are always more than what has been used. They once estimated that my bill was $1100 but the actual bill was $130 once I submitted a meter reading after receiving such a pathetic estimation.
Absolute joke of a company
They are an absolute joke so not recommend have been with them for a couple of years and it's always a hassle to get things done and they keep switching of our power saying no one lives in our house absolute crap service.
Misread my meter, issued refund to an expired card
This company has misread my final bill to 1000 kWh.
When I rang them they said that their final is right and I was wrong and said I had to rang Western Power to initiate re-probe of my meter. I rang Western Power and they said I can't initiate re-probe by myself and I have to initiate it through Synergy. Rang Synergy again and left complaint. A few days after a ride man called me and tried to convince me my final reading was wrong and their reading was right. Finally they agreed to talk to Western Power. Finally a few days after they issued re...
Hi, I rang synergy 2 days ago re. Overdue acc. as I'm in financial. Hardship I received outstanding care help from lady staff memba. All the staff I deal with at syn. Should be awarded a medal. Such outstanding effort an compassion. M.Tottman ballajura
Live in block of 4 units no dogs allowed and none ever on premises. Twice received Estimates red cards saying dog on premises and was already noted by them no dogs. Too lazy to read our meters. Red card was found carelessly thrown in the garden and other wrong cards in letterboxes. They estimated $362, live alone in small unit & often away.Other friends same situation charged less than half that cost less than $150. Rang twice to complain & said they would call back later in day. Finally 2days later arrogant young male staff member rang back, s...ounded like fast talking salesman. Had to keep asking him to slow down speech but ignored me & said he always spoke like that.Would cost me over $360 to check meter! Told me to get electrician to check meter but that's expensive.Then told to do isolation test. Hung up on me. Very stressful dealing with them, rude, arrogant and don't listen. No stars. We need competition!
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