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

[JustineBMumsnet]

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

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

Wasn't expecting to provide bank account details for direct debit. Would much rather provide these after a suitable switch has been identified and approved. Also not entirely comfortable with providing current supplier online account details, including password. Other than those aspects, link easy to use and straightforward.

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

Didn't use the FAQ.

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

I think a switch will be made if a saving if £50+ is found. Message received about this taking longer than normal due to high volume, so not clear on how long this will take.

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

Didn't use.

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

I would prefer to approve a new supplier before a switch is made.

How did you find the sign up process? Did you understand Flipper’s instructions? The sign up process was pretty clear. I wasn't too impressed with having to put in payment details and bank details at such an early stage - I understood the instructions given.

1. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently? I didn't use the FAQs to be honest. Didn't have any additional questions.

1. are you clear on what will happen post sign up? Please describe what the next steps are for you? I have already had the comparison - however flipper kept me informed of what next steps would be and timescales.

1. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner? I didn't use them - no need.

1. Is there anything more you feel could have been done for you? Flipper didn't manage to find me a cheaper deal this time and confirmed what we thought already - that we are already with the cheapest provider. I dudfmt like having to provide login details to my energy accounts and also unhappy that I have had to give payment details when they cannot switch me to a cheaper tarrif.

After reading some feedback from this thread I've decided not to go through with the product test. I'm very uncomfortable with providing my password to a company. I also don't like that you have to provide bank details before a comparison is even done. Plus not giving a choice before proceeding with the switch isn't great.

It's unfortunate as my fixed contract literally just ended with my energy supplier so I have to move to a new contract anyway.

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

It was simple enough, instructions were clear.

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

Yes, lots of good, clear information there.

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

I am waiting for Flipper to contact me. Although I haven't been asked for any log in details for my current supplier, unlike other testers.

1. 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.

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

Not yet, Although I am confused why I haven't been asked for my log in details like other people have. My last email from Flipper (on 29th July, when I signed up) said to wait to hear from them, so I am waiting.

I too have decided not to go head with the product test, for several reasons.

1.Mainly because I was not happy about having to give my log in details for my current supplier, I would prefer the option of giving them annual usage & tariff details, at least in the beginning before switching for the first time.

1. Giving bank details is not ideal for a product test, but I understand that the system is set up for paying customers.
2. I don't like the idea of them coming up with an alternative and then switching automatically. I would prefer to maybe be given a couple of options and having to say that I wanted to swap.

HungryHorace I used the chat to cancel my switch

I was also chosen to take part in this trial, and I don't think I can proceed based on the replies above!

I don't want to give my bank details to anyone, nor usernames and passwords.

And I would like to have the opportunity to see who I'm switching to before I switch!

I too have taken the decision to cancel my trial, which I done without problems on the live chat. Something just felt uncomfortable about this trial. Sorry

Hi pls also accept my withdrawing from this as not comfortable prospect of being asked for login details and bank account details. Sorry.

1. How did you find the sign up process? Did you understand Flipper’s instructions?
The sign-up process was straightforward, but within the whole process I obviously misunderstood what would be happening and didn't realise at all that by submitting my sign-in details that Flipper would be accessing my account. Feel a bit dim for not realising this, but I just didn't.
2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
I went to the FAQ after I realised the above to see if I could find out for certain. Again, I didn't feel it was clear enough spelling it out.
3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
No I wasn't clear at all. I was very pleased to discover they could save me over £400 a year, but a but perturbed to find that the switch was already underway. I would have preferred to have been able to review it and then have the final ok on switching. I know I have a cooling off period but I think the automatic switch will put people off.
4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
I didn't use them
5. Is there anything more you feel could have been done for you?
I think having a better explanation of the process and having the ability to give final say on whether to switch or not, maybe along with a list of the cheaper suppliers so you could choose which to go for? Also there was no mention of whether any suppliers might or might not have an exit fee, which would influence my choice of supplier.

Overall I am really glad to be saving money. But I would have liked more choice/control/transparency.

1. How did you find the sign up process? Did you understand Flipper’s instructions?
It was ok. Wasn't the best sign-up experience I've had.

2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
The FAQ was ok but I didn't have questions really.

3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
I signed up straight away and I still haven't heard back from them. I'm amazed to read that other people have had messages with savings already.
I guess I'm waiting to hear from Flipper then, if they find a saving, they'll start the change over. No idea of a timescale.

4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
Tried the online chat. It said that "Jenny has joined the conversation" but Jenny didn't actually type anything at all, so not very helpful I'm afraid.

5. Is there anything more you feel could have been done for you?
I think they should keep the customer updated on progress seeing as there's been quite a delay. Also, best to respond to queries.
Having read others' comments on this thread it's really made me question whether I'm happy handing over my account details. Also I'd like to know who they're going to switch me to before starting the switch.

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

Fairly straight forward - nothing too out of the ordinary

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

I only really looked at the FAQ's as I knew they were one of the questions here. The process was well enough explained that o didn't really need to use them. Useful if you want a bit more depth I guess.

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

Yes - we have been flipped for our energy provision & are going to be making a saving of £350pa so that's not too bad. It is a bit weird that it starts all the process for you without your nod of approval. Doubly so as our accounts are all in DP's name (which I had forgotten when we signed up!) so I had to re-explain it all to him.

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

No need to speak to them

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

A little bit of warning on things would be good. DP got a bit annoyed that they opened an online eon account without our knowledge & we has no control over passwords etc. Customers will really have to trust the company as they do get right into your personal data. However the pay off is being able to sit back whilst you save on your energy bills. Thanks

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

The sign up process was straightforward and problem free, and Flipper's instructions were easy to follow.

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

The FAQ were detailed and extensive, and it was helpful and reassuring to have such a plentiful source of information.

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

I am currently waiting for an email informing me of any deals which could save me money.

1. 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 have a need to use the customer care team.

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

No- I am completely satisfied thus far with the service I have received and am very impressed.

1. How did you find the sign up process? Did you understand Flipper’s instructions? very easy and straight forward, gave customer number rather than log in details
2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?I am on a prepaid meter (easier for me to avoid debt!), before signing up to the trial i checked their FAQ to see if i was still able to participate. the FAQ confirm i could still use the facilities on a pre paid meter. however during sign up prepaid meters were not an option so had to contact customer service who confirmed the FAQ was out of date and i wouldnt be able to use the service.
3. Are you clear on what will happen post sign up? Please describe what the next steps are for you. never reached this far
4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?the customer care team were extremely helpful, polite and responded quickly. all information was relevant.
5. Is there anything more you feel could have been done for you?keep FAQ's updated regularly and if changes are made then to highlight changes made for peoples attention

I've come on to give additional feedback to say I have cancelled my switch and see that many others have either cancelled or not taken part in the trial. I cancelled because Flipper appear to have used estimated usage to calculate my sayings. When I actually looked at the tariff of the new supplier, mine was either less or the same.

Cancelling was easy over the phone (just hope it happens) but I also sent an email.

I am also uneasy about giving log in and password details and my bank account. I am going to change the password of my existing supplier now so Flipper cannot access that account again.

Hi all, we can see that some of you have some concerns with this product test, and Flipper would like to address some of the concerns you've had with the service:

Giving energy supplier log in details:
"We ask for your online energy account login details so we can analyse your energy usage and ensure we’re 100% accurate when finding your best deal. It also allows us to manage the switching process and deal with your supplier so you don’t have to—providing them with meter readings, checking your switch status, dealing with any issues that come up, and ensuring your switch is completed in a timely manner."

Switching without consulting you first:
"Energy tariffs change very quickly, so to avoid delays that can result in missed savings, we switch customers to their best deals when they become available. Please don’t worry—you have a 14 day cooling off period in which you can change your mind, and if you don't like your new supplier for any reason, we'll switch you again for no extra cost with no questions asked. Just so you’re aware, you can tell us if there are any suppliers you wish to avoid during sign up in the “Personalise your switch” section."

Giving bank details prior to a switch being found:
"Energy tariffs change very quickly, so to avoid delays that can result in missed savings, we ask for payment details on signup and switch customers to their best deals when we find them. Your card isn’t charged until we find you a deal that saves you at least £50/year, and you have a 14 day cooling-off period to cancel your switch if you change your mind. If you don't like your new supplier for any reason, we'll switch you again at no extra cost with no questions asked. You can tell us if there are any suppliers you wish to avoid during sign up in the “Personalise your switch” section."

Justine would you be able to find out from Flipper whether the reviews on trustpilot that state the savings calculated aren't actually from your current tariff but from a more expensive tariff that they presume you will be switched to once your fixed contract is up is true? My fixed contract just ended so my supplier were planning on automatically switching me to their standard more expensive tariff unless I chose another one. I don't think it's very fair for Flipper to base the "savings" on the more expensive tariff that you may or may not be switched to once your current contract is up. I believe they have told customers who have queried this that they are following ofgem rules which is fair enough but it needs to be transparent. Just wanted to clarify if that is actually what happens.

Thanks

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

The sign up process was pretty straightforward. Instructions were easy to follow and pretty standard, not too demanding at all.

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

Yes, the FAQ answered all questions I had to a high level, very informative and detailed without being overly complicated.

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

Yes, I am clear. I am currently waiting for feedback on what deals they can find to help me save.

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

N/A

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

Nope, pleased thus far!

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

I understood the instructions but when I momentarily paused to look up my current supplier, the system crashed so I wasn't sure if I had successfully signed up. I have subsequently had a confirmation email, but still haven't been able to go in and add my current suppliers, which seems an oversight on flipper's part.

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

No, not really. They were very generic and not specific to the site.

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

The email I received said that flipper would find out my suppliers and do a comparison and let me know if savings were possible - an automatically generated message, I assume. I haven't heard anything else

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

I tried the live chat facility when I had problems during sign up but I never got a response.

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

Yes, see above.

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

Very easy to fallow, once is done you just have to wait for confirmation email with how much flipper can save you.

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

Yes, no problems at all

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

Results took 2 days to appear on my account, but it's was great savings and happy to wait few days. Now switching already taking place. Very happy customer

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

I didn't use, as all was clear

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

No, flipper saved me over £300 in 5 min

I'm so upset, I have had an email from a supplier saying thank you for switching despite me having spoken to Flipper using the Chat facility to cancel the switch. I rang Flipper today and the man that I spoke to promised to sort it out and email me confirming that it had been done. He has not.

I cancelled because they based my costs on when my current tariff runs out in 6 months, so actually they have switched me over and I will be paying more! I'm disappointed in the service and actually really annoyed with the Customer Service.

Crazybit I posted upthread asking about them basing the savings on a more expensive tariff, i see it's true then?

Mrs Fizzy, now that you have raised this issue about standard tariffs I am concerned too.

In fact, I wish I had read this thread before signing up today, as I share many of the concerns raised.

Quite cross actually, if they are comparing standard tariffs and not current actual rates paid.

MNHQ can you please investigate this urgently.

It is worrying. A lot of people will just see a massive "saving" and think no more of it. I'm sure the company are very good, especially for those who have never shopped around for their energy so are most probably on quite expensive tariffs. But I shop around each year so I'd like to see the savings against the tariff I'm actually on.

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

Initially tried to sign up online but the service was experiencing issues. A customer service rep (who was lovely) called me back several times until we managed to get me set up. She talked me through the whole process and it was pretty simple.

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

Yes, although I would have liked a bit about the info I needed to give them at set up. If I'd known I had to hand over passwords for online accounts I'd have changed them in advance and not on the phone whilst we were talking. Would have been faster.

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

Yes. I'm expecting an email telling me about the new services I will be flipped to, then silence for up to a month whilst the change happens. I know I'll also have to give meter readings at some point which I will be asked for when they are required
.

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

Leah was great, very patient.

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

Can we have this for financial and other utilities too please?

Also, just want to say thanks for letting me sign up for two properties on the code, I understand that the second one is only for a year but I appreciate it.