Shell ENERGY Refuse to Answer My Complaint DATED 9th DECEMBER
I have now being BLOCKED TWICE from raising these matters on the Twitter Shell Energy Home Page and to warn other Potential Customers.
Latest Issues
1).From 11th January 2022 the Broadband Service has Failed with Shell Energy for a significant Period for the THIRD TIME. When available I only receive less than Half the Speed I am being Charged for. This position was raised with Shell Energy on 11th January. NO Response to Date.
2).Shell Energy Named in the Worst Broadband Provider by Ofcom According to Ofcom Shell Energy Broadband and TalkTalk were the most complained about broadband providers.
3).Shell Energy Staff are very Aggressive on the Telephone. Insist Shell Energy respond in Writing at ALL times so this Information can be published on Social Media. So Potential Customers are Aware of the Appalling Customer Service on Offer from Shell Energy this is very important.
4).Shell Energy DO NOT want the TRUTH about their Appalling Broadband Service to be made PUBLIC and will attempt to Suppress this Information. I have already been BLOCKED TWICE by Shell Energy on Twitter and ACCUSED of Spamming. Shell Energy are a very Aggressive Organisation BEWARE.
5).Shell Energy stated Standard Inferior Routers are issued to ALL Customers irrespective of the Package Purchased - the Out-dated Technicolor TG588 v2 router
Stated No Refunds will be issued for Supplying Routers that are NOT Suitable for Fibre Broadband.
6).Shell Energy Appalling Reviews from Copious Dissatisfied Customers Includes Google Poor Broadband Speeds Frequent Loss of Connection Very Poor Customer Service Horrendous Early Cancellation Fees Charged for the Router when it had been returned. CHARGED TERMINATION FEE when Leaving at the End of the Contract.
7).According to information from Ofcom Shell Energy have Not signed up to pay Compensation for Poor and Loss of Service. But the major broadband providers who have signed up, include BT, Hyperoptic, Sky, NOW Broadband, TalkTalk, Virgin Media and Zen
Issues Raised in My Complaint against Shell Energy dated 9th December
Points required to be Answered by Shell Energy.
Shell Energy REFUSE to ANSWER any of the Points Raised below and simply CLOSE the Complaint How Deplorable. Paying Customers are Treated with Sheer Contempt by Shell Energy.
1). What is the Surname of this Person referred to as Tom in the Emails received from Shell Energy? Is the Name fictitious or does this Person actually exist ? Author Tom (No Surname Supplied) Shell Energy Broadband: Customer Resolution Adviser
Shell Energy REFUSE to ANSWER the Question
2).Why does this Person USE the same Email Address Shell Energy <support+id9804028@serl.zendesk.com> as ALL other correspondence received from Shell Energy ?
Shell Energy REFUSE to ANSWER the Question
3). Therefore are the same Aggressive and Objectionable Individuals at Shell Energy answering their Own Complaints ? It would certainly appear that this is the case.
Shell Energy REFUSE to ANSWER the Question
4). I require the FULL Names and Job Titles of ALL Individuals who have send Anonymous Emails to Myself since 26th October using the Email Address in question.
Shell Energy REFUSE to ANSWER the Question
5).In Previous correspondence from these Anonymous and Despicable Individuals the Parties concerned were very enthusiastic that I should Terminate the Alleged Agreement prematurely. Therefore I require to Know exactly what these Termination Fees would be so that I can Publish this information on Our Website and then circulate this material on Social Media to warn other Potential Customers.
Shell Energy FAIL to ANSWER the Question
6). Does Shell Energy actually have a Complaints procedure in place ??? Or does Shell Energy believe that they are NOT Accountable to their Paying Customers who keep these Appalling Individuals in employment?
Shell Energy REFUSE to ANSWER the Question
7). Why have I NOT received the Live Chat Transcripts from 26th October ? Extracts of these Transcripts are required to Publish on Our Website immediately.
Shell Energy FAIL to ANSWER the Question
8). Why are Shell Energy issuing an Inferior Router to ALL Fibre Broadband Customers that are NOT Fit for Purpose?
Quote from Our Website
Shell Energy are now confirming that the Standard Inferior Router is issued to ALL Customers irrespective of the Package Purchased namely the Out-dated Technicolor TG588 v2 router.
Shell Energy are confirming that No Refunds will be issued by Shell Energy for Supplying a Router that is NOT Suitable for the Fibre Broadband Packages. A Product that is NOT FIT FOR PURPOSE UNDER CURRENT LEGISLATION.
Sale of Goods Act 2015 under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described. The rules also include digital content in this definition. The Sale of Goods Act states that goods delivered or sold must be of satisfactory quality and fit for purpose. Fit for purpose means that the goods will provide the benefit or meet the purpose advertised by the seller.
Quote Email of 25th November
from Shell Energy I can confirm the router you had first received is our standard router which we send to all of our customers. We had agreed to send our premium router out to you free of charge to help with your connection. We would not normally provide a refund for these issues
Author
Tom (No Surname Supplied)
Shell Energy Broadband:
Customer Resolution Adviser
I was supplied with the Inferior Technicolor TG588 v2 router which is NOT FIT FOR PURPOSE when Paying for Shell Energy's Fibre Broadband for TEN MONTHS WHY?
End of Quote
Why are Shell Energy deliberately defrauding ALL Fibre Broadband Customers by Supplying this Inferior Router ???
Shell Energy REFUSE to ANSWER the Question
9).With Regard to My Statement for Compensation contained in My Email 24th November, I will NOT be dictated to by any outcome reached solely by Shell Energy. I will only abide by decisions based on the Sale of Goods Act and the Consumer Rights Act. I will only be Subject to the Law and NOT to any arbitrary decisions attributed to this atrocious Business that trades as Shell Energy. Does Shell Energy believe that this Legislation and the Law Generally do not apply to this Atrocious Organisation it would certainly appear to be the case.
Shell Energy REFUSE to ANSWER the Question
10). I require to be FULLY Compensated from January to November 2020 when I was Supplied with an Inferior Router that was NOT fit Purpose under the above Legislation while Paying for Fibre Broadband from Shell Energy. Compensation Required for issuing a Product NOT fit for Purpose under the above Legislation.
The Law States very Clearly Quote Fit for purpose means that the goods will provide the benefit or meet the purpose advertised by the seller.
Shell Energy REFUSE to ANSWER the Question
11). Why are Shell Energy deliberately defrauding its Fibre Broadband Customers by issuing an Inferior Router that cannot deliver the Service Paid for?
Shell Energy REFUSE to ANSWER the Question
12). A Further Breach of Contract by Shell Energy occurred between May to August 2021 resulting in Frequent Loss of the Service Paid For. Compensation required for this Breach of Contract.
Shell Energy REFUSE to ANSWER the Question
13). Compensation Required for the Horrendous Customer Service Received from Shell Energy that is NOT Fit for Purpose under Current Legislation. There have been Numerous occasions from 26th October to Present Date where I have been subjected to the most deplorable Customer Service conceivable which once more places Shell Energy in Breach of Contract under Current Legislation. Compensation required for the Considerable Amount of Time in Dealing with these Despicable Instances from Shell Energy
Shell Energy REFUSE to ANSWER the Question
Response Received from Shell Energy dated 15th December. Shell Energy send an Anonymous Response Failing to Answer any of the Aspects of the Complaint Raised and Simple CLOSE the Complaint showing a Complete and Utter Contempt to Paying Customers of this Horrendous Organisation.
Email Dated 15th December
We can confirm that your complaint is closed
Reference ID: *******
The Shell Energy Broadband Team