This topic is for feedback on Mumsnet product tests. If you're a company / brand and would like to run a product test on Mumsnet email insight@mumsnet.com

Flipper energy switching feedback thread - £300 voucher to be won

(104 Posts)

MNHQ have commented on this thread.

JustineBMumsnet (MNHQ) Fri 29-Jul-16 15:11:03

This thread is for the Mumsnetters who are testing energy switching service Flipper.

Here’s what Flipper has to say: “Flipper is a fantastic new service which we think is perfect for Mumsnetters. Flipper is NOT price comparison, we are your personal energy expert. All the work is done on your behalf, no looking at pesky bills, figuring out your usage or which deal is the best for you. We take everything into account when calculating savings (incl exit fees) and we even manage the switch process and confirm it for you. We then run quarterly checks to make sure you are kept on the best deal. Flipper is 100% independent, we take NO commission from energy companies and we only work for our members, ensuring our Flippers are always kept on the best deal. No fuss, no confusion - just savings”

If you have began your testing of Flipper later and would like to give feedback on the your initial experience with the sign up process, please answer the below questions:

1. How did you find the sign up process? Did you understand Flipper’s instructions?
2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
5. Is there anything more you feel could have been done for you?

If you've now completed your testing of Flipper and have had your service switched, we'd like you to answer the below questions:

1. How satisfied are you with the estimated savings you will make on your energy bills with Flipper?
2. How well do you feel Flipper handled your energy switch?
3. How easy was the process for you – from signing up, to switch completion?
4. Were you happy with Flipper’s communication and customer care throughout the process?
5. Would you be comfortable having Flipper manage your energy on an ongoing basis?
6. How would you compare switching your energy with Flipper to switching with price comparison sites?
7. What would you say is the best thing about Flipper?
8. Would you recommend Flipper to family or friends?

All those to give the required feedback will be entered into a prize draw where one MNer will win a £300 voucher for a store of their choice (from a list).

Thanks, and good luck with the prize draw!

MNHQ

Standard Insight T&Cs Apply

B3nnyB0y Fri 29-Jul-16 17:07:56

Sign up process very easy, nice and slick site although the auto-fill address made me smile when it took exception to the full stop that it had put in.

FAQ was pretty much as expected after reading the sign up blurb

Not entirely sure about post sign up as it came up with a statement saying about high volume of traffic and possible delays, well derr Flipper, you're running a trial Man Up!

Wasn't in touch with customer care so can't comment

Apart from getting an instant response as you'd get with a comparison site the process is pretty good. Still feel a little uneasy about giving away user name and password (even though I'd changed it) to my energy supplier account. Honestly not sure I'd have done it if it wasn't an NM product test.

1. How did you find the sign up process? Did you understand Flipper’s instructions?

It was very easy to sign up ad i did not come across any problems.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?

I found that the FAQ covers everything you need to know.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.

I feel that Flipper will look in to my gas and electric account and compare with other providers out there. They then will contact me if they have found a better deal. If not, they will try again at a later time.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?

N/a

5. Is there anything more you feel could have been done for you?

I felt i could have just inputted my annual usage or something like that rather than give them my log-in details for my account. This is a huge negative for this service and something i really didnt like doing.

MiddleClassProblem Fri 29-Jul-16 18:25:34

1. How did you find the sign up process? Did you understand Flipper’s instructions?
It was clear and straightforward. Simple and quick. We couldn't remember if we had an online account so just filled in account numbers.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
I had one question regarding how many people in the house, what age this was significant from and couldn't find the answer.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
We will wait a few days and fingers crossed when they get back to us we will have a better deal. They find the deal by accessing your online accounts for gas and electricity, if you don't have online access they set it up

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
Firstly I messaged in chat last night regarding my question about age of residents (having a one year old I wasn't sure if she counted towards the household count). There was no one there so it redirected to a page with a form for them to email back. The following morning they called me regarding access to online accounts so I asked my question too as I had not heard back. They said it didn't matter too much and was just for their records. The lady was polite and helpful and I never received an email so cannot judge how efficient that side was. I used the chat facility again just to notify our new password which worked immediately and again, politely dealt with. I would recommend that they specify their chat hours though just so you know when there is no one there or if there is always someone there, put a disclaimer saying they do their best to answer chat etc.

5. Is there anything more you feel could have been done for you?
No, not yet at least!

Atlas15 Fri 29-Jul-16 18:39:07

It's not working for me keep getting stuck on the payment screen

traceofinsanity Fri 29-Jul-16 20:10:04

I've not yet been sent details of how to get started with code for website etc. Could you please send?

Crazybit Fri 29-Jul-16 20:12:44

1. How did you find the sign up process? Did you understand Flipper’s instructions?
It was pretty easy to sign up but feel a bit worried about having to give my password and details for my current supplier account. Also, I didn't realise I would have to put my card details in. I particularly liked that I could exclude some suppliers though.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
It was helpful for a lot of things that I wondered but I could not find an answer to the question of 'Do they check with me that I am happy with the supplier I am being switched to before they do? I'm not sure if I am comfortable with trusting them to do everything, i would like to be able to check first.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
I'm guessing they get back to me within a few days as that is what it said on the screen. I look forward to seeing what they come back with. However, I am a bit concerned as I switched over to British Gas in Feb and they still don't seem to have switched my Electric account over so it could be complicated.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
I did not use them so can't comment.

5. Is there anything more you feel could have been done for you?
A box to type in key words to try and find the answers to my question would have helped. I would also prefer to have any switches run past me first and then enter my payment details.

mecazza Fri 29-Jul-16 20:35:51

1. How did you find the sign up process? Did you understand Flipper’s instructions?
Yes it was easy to understand and fill in. I got a quick reply to say that there might be a delay on responding to me but have already got a reply with a saving of £200.48 pa 24 hours later.
2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
Very useful
4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
I received a message, I had missed the phone call to confirm my bank account details as they seemed to be incorrect, I had put the wrong card number on the application form. Sorted now!
5. Is there anything more you feel could have been done for you?
I was impressed that the changeover is being dealt with - no problems

Atlas15 Fri 29-Jul-16 20:42:32

I have contacted customer services, Twitter and their live chat but I am not getting any reply.

HungryHorace Fri 29-Jul-16 21:17:54

1. How did you find the sign up process? Did you understand Flipper’s instructions?

The sign up process seemed to be straightforward initially. However, when I tried last night it couldn't send my data to their server and suggested I contact customer services about it. I tried again tonight (and didn't bother limiting suppliers, in case that was the glitch) and it worked this time.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?

The FAQ are fine, though I didn't really need much answering.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.

I think I'll get an email once they find a deal for me and I can then authorise the switch if they've got the right details for me.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?

I tried to use online chat yesterday evening but nobody responded and I wasn't directed elsewhere. I didn't want to send an email and then have to wait however long for a response.

5. Is there anything more you feel could have been done for you?

The times that online chat works would've been useful.

I'm also not keen on handing over so much - as yet unnecessary - information at the time. I think then should ask for payment details once you've agreed to switch.

BornOnASaturday Fri 29-Jul-16 22:17:13

1. How did you find the sign up process? Did you understand Flipper’s instructions?
Very easy and slick. Although I did feel a bit uncomfortable giving my log on details for my current supplier. After signing up I was told it could a few days before I received a response, however I was pleasantly surprised to get a response within 24hrs. I was over the moon when I read that I'll be saving over £500 per year!!
2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
The FAQ seems good, although I didn't need many questions answered.
3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
Yes. I am currently waiting for the switch to my new supplier to happen.
4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
n/a
5. Is there anything more you feel could have been done for you?
Nothing at the moment. Very impressed with the service so far. And I just want to say thank you for choosing me to take part in this product test.

merylstreepcouldplaybatman Fri 29-Jul-16 22:21:23

1. How did you find the sign up process? Did you understand Flipper’s instructions?
The sign up process was really easy and only took a few minutes. I was a bit uneasy giving my log in and bank details over and probably wouldn't have if it hadn't been a mumsnet test

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
Mostly. However I would have liked a clearer answer to what happens once they've checked the market - do they switch me over without my approval or do I get to say yes/ no first? (I've been through the FAQs and didn't find the answer to that but sorry if it is actually there)

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
Not entirely. I'd like to know how they proceed with the switchover, do I get a choice or do they just tell me who I'm with? If 2 companies offer similar prices, can I choose between them i.e if one offers submitting own monthly meter readings over another who do estimated bills, I'd choose the one with monthly readings even if it was slightly more expensive.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
I haven't contacted them yet

5. Is there anything more you feel could have been done for you?
Nothing at the moment I can think of

buize Fri 29-Jul-16 23:33:57

1. How did you find the sign up process? Did you understand Flipper’s instructions?
The sign up process was easy and only took a few minutes. I wasn't sure about giving my supplier login details, but did change my password as suggested. Also uneasy about giving bank details as only a trial. Think usage and tariff should be sufficient to gauge usage.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
yes clear enough

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
I was told that they were checking the market for deals and would come back to me when found. Got an email the next day to say I can save £100 pa and that they had started the switch! I don't like that I don't get to say yes or no to this. Although there is a cooling off period.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
I haven't contacted customer services

5. Is there anything more you feel could have been done for you?
Not go ahead with switch without my say so.

Trumpelstiltskin Sat 30-Jul-16 07:12:55

1. How did you find the sign up process? Did you understand Flipper’s instructions?

Very clear and easy to follow

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?

I didn't have cause to read the faq as everything was simple and straightforward.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.

Flipper is currently checking for deals for me. The next step is for them to see if they can save me money and switch my account.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
N/a

5. Is there anything more you feel could have been done for you?
It's so easy, very succinct.

I don't feel uneasy about giving my username and password because I know that my payment info is blocked out, so all they'll be able to see is the end of my debit card number. They won't be able to add spends of any kind. Anything to make this unnavigable market easier to live with!

theothermcoy Sat 30-Jul-16 11:24:43

1. How did you find the sign up process? Did you understand Flipper’s instructions?

The signup process was straightforward and the instructions were easy to understand. I didn't have any problems signing up.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?

The FAQ's were pretty helpful. I didn't need them in the signup process because the information given was enough. More use of colour on the help centre pages would help to distinguish between the different areas of the page a bit better.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.

The information given during the signup was clear on what happens after signing up. I received an email to say that I needed to login and fill in some further details. Flipper would then search for energy deals and would only bill me if they found an energy provider that would save me more than £50. I received the email within a few hours of entering my details with information on the provider and a section detailing what will happen next. Flipper automatically proceeds with the switch unless I contact them to cancel during the 7-14 day cooling off period.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?

N/A - did not need to use the customer care team

5. Is there anything more you feel could have been done for you?

It would have been better if I had not had to give my username and password details for my energy account. I would have felt more comfortable giving my account ID or some other method of allowing them to access my account details.

The section to enter energy providers that you do not want to be switched to could have had more information about the energy providers or a link to a review site.

I would have liked the option of more than one provider or the option to decide whether to proceed with the switch before Flipper started the switching process. Despite the fact that there is a 7-14 day cooling off period, I would have felt more comfortable if the initial stage of the switch was in my control.

BumpPower Sat 30-Jul-16 19:38:46

1. How did you find the sign up process?
Did you understand Flipper’s instructions?

Very easy, I liked the autofill. I can see why people would be edgy about handing over username and password for accounts but frankly I'd forgotten I even had online accounts for my energy so wasn't too bothered.
2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
Yes
3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
They emailed me to say they can save me £483 grin and that they are switching me over! So I am going to have brew and cake and await the next email.
4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
N/a
5. Is there anything more you feel could have been done for you?
Nope, asking for more than £483 would biscuit

CountessOfStrathearn Sat 30-Jul-16 19:45:08

I tried to sign up but got the same message as Atlas15. I emailed Support and got a very prompt message back asking me to call them to do it over the phone or to give them my number for them to phone back.

However, after reading the comments here, I'm not going to carry on with the product test though.

A company really shouldn't need access to my username and password and I feel pretty uncomfortable handing it over. Also, I don't like the idea of not getting to review the switch before it happens, but that's a more minor thing.

I'll be sticking with uSwitch at the moment.

Greenhillgal Sat 30-Jul-16 21:57:41

Easy process to sign up. Well organised and clear website. The e mail needed to continue the process was a little slow coming through so I used the facility to get in touch to mail them asking for them to get in touch.... We will see if they do. Once the email did arrive about 10 mins later, the process continued easily. But frustrating to be told it would take a few days for them to find deals for me, it's clearly going to be a popular service, however hopefully ip this will be resolved quickly. Feeling hopeful that this service will save money.

1i The sign up process was straight forward. I really disliked having to give my details for my energy account - why not just give usage details instead?
1ii The instructions were clear apart from the fact that a switch will be made if it can save over £50: £50 over which period of time? Strongly dislike that it sounds like a switch can be made without any notification to the customer - it is too controlling/out of my comfort zone.

2. The FAQ seemed fine but didn't answer the question that I had.

3. Post sign up, I am now waiting to hear what deal they can find me. I understand that they will so the switch without telling me first.

4. Customer care was not very good. I used a live chat option but nobody responded.

5. I would have liked a response to my live chat.

HungryHorace Sat 30-Jul-16 23:06:55

I've checked progress and despite having my log in details they're using the wrong tariff and wrong type of billing method (paper, not online) as the basis for their search. I've messaged them telling them it's wrong and not to proceed. I've not heard back yet though.

I don't actually think this is a very good idea / service at all!

Billyjoelene578 Sun 31-Jul-16 06:46:13

I haven't done this trial, but suggest reading the terms and conditions of current suppliers first, as they might tell you not to give up your login details to third parties? Also, if anything changed unexpectedly on your account in future, having handed over your details might make it very hard to argue a case that you didn't have anything to do with it..

Geezette82 Sun 31-Jul-16 20:05:19

1. How did you find the sign up process? Did you understand Flipper’s instructions?

I found the sign up process extremely straightforward.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?

Helpful information, which answered a few questions I had.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.

Am awaiting an email as on completion of signing up a message came up to say they had a high volume of traffic and would be in touch within a few days.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?

N/A

5. Is there anything more you feel could have been done for you?

The service seems usual so far. My only hesitation was providing both my bank details and supplier log in. I understand how they use the log in but felt it broke the cardinal rule of internetting, which is never give out your passwords! I also felt that it should have been optional to give your bank details once they have confirmed they have found you a better deal.

Amaksy Mon 01-Aug-16 00:29:06

1. How did you find the sign up process? Did you understand Flipper’s instructions?
Easy to understand and entered code as per email - not really clear on the fee bit but guess this doesn't apply as the code makes it free.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently? Yes common questions were answered but there's still the issue of automatic switch - would be nice to receive a notification first.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you. Comparing current plan with that of other energy providers in the market to get a good deal that'll save £50/ year.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner? Did not use but noticed the online chat was offline when I logged in.

5. Is there anything more you feel could have been done for you? Some of the links do not work on the website e.g. Never switched before?
You need to know these 3 things. And also I noticed that although they claim to do the hard work, you're still the one to contact current energy provider if there's a credit on account. I don't really think I like the sound of automatic switch - it'll be good to get a notification first before they switch. And lastly, how does one delete their account?

Crazybit Mon 01-Aug-16 14:18:59

How long will it be before we get the further feedback thread? I've now cancelled my switch as I was disappointed with the method they used and the supplier they switched me to.

FishTailPlait Mon 01-Aug-16 18:59:39

Just place-marking as I keep losing this thread!

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