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?
Absolutely fine, no problems with the instructions
2. Did you find the FAQ helpful? Did you feel that it answered the questions you had sufficiently?
I didn't read the FAQ. Mumsnet I have trusted you on this one. I think if it wasn't via Mumsnet or another personal recommendation, I would have suspected a scam and not gone through with signing up.
3. Are you clear on what will happen post sign up? Please describe what the next steps are for you.
Apparently I just wait until I'm asked for a meter reading and it's all done for me. While it sounds too good to be true, I'm hoping it is. Due a baby in a couple of weeks so no time for faffing!!
4. If you used Flipper’s customer care team, did you find them helpful? Did they respond to you in a timely manner?
Haven't used so far but still waiting for the flip to go through.
5. Is there anything more you feel could have been done for you?
So far I am happy. I am waiting for something to go wrong though... we'll see how smooth the changeover is.

I still haven't heard anything back since emailing a copy of my bill

Wondering what is happening with this thread.

OK, my utility company has changed via Flipper and it seems to have gone well. However, I noticed that Flipper continues to have a grip on me. Specifically, the user account is registered via a Flipper email, not my own email. I am not very comfortable with this. I would prefer to use my own email address. For example, if I forget my password, the password reminders now go to Flipper, not me!... However, having said that, it was pretty painless to contact a Flipper agent to help sort out my forgotten password

Having just read SK2Beekeeper's comments I'm very glad I cancelled! I wouldn't have been comfortable with that.

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

Awful!

I've been trying to set up my account since 2 August and it still isn't set up!

I've had various emails and phone calls with Flipper and it still isn't set up

The sign up process was simple and easy to complete; the key is to know the information for your energy suppliers and your details before you start.

The information itself was basic, but helpful and did address a few questions I had. They should I would expect be updated following a period of use from customer feedback.

I am not entirely clear on what happens post sign up - the most I understand are that Flipper goes off to investigate the deals available and sends me an email to advise of a recommendation. I don't know whether or not this is automatic or I am required to manually change my service.

I didn't use Flippers' customer care team, I have no need.

I don't believe following sign up until they investigate your energy accounts, they could do anymore. However, as a few other testers have noted, I am not sure why they require your bank details up front. I will wait until the deals become available and I am able to make further feedback.

I'm interested to see what is happening with this test. Do you need any more info from us?

1. How did you find the sign up process? Fairly easy, I had to find my log in for my current electricity and gas supplier and give them that. That felt a bit strange as obviously my bank details are on that site. I wish I hadn't bothered though.

Did you understand Flipper’s instructions?
Yes

1. Did you find the FAQ helpful?Yes, but I think a lot of things need to be more clear, I will explain below. Did you feel that it answered the questions you had sufficiently? Yes, at the time.
2. Are you clear on what will happen post sign up? Please describe what the next steps are for you.

I didn't realise that on finding a cheaper supplier which took longer than I expected it would just switch without even giving me time to consider things. A text with a way to reply and say yes please go ahead with switch would be a good ideas.For me I didn't like that at all, it felt like a decision out of my control and actually meant that I was getting a supplier with poor customer service reviews, a company that are small so they take money straight away out of your account and I would have ended up paying two electricity suppliers in one month. Some people cannot afford to do this, we could have managed it but there was still no consideration of that. I am sorry, but for these reasons I cannot recommend Flipper, I would rather use a comparison site.

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

Yes, although they were quite defensive of their service. I asked them to stop the switch immediately and really feel I wasted my time. I do understand that they say their deals are only available on that day and they change daily-well speak to your suppliers and ask them to freeze the deal they have found for 48 hours for the potential customer. If a company won't do that they are already not a good one and obviously don't care about getting the custom.

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

I feel at least 3 deals should be found, with an option of texting or emailing yes within 24 hours of getting the email before the switch is done: I didn't like the service. I look at more than price, I look at when they will take payments, reviews etc.

I have to add I trusted Mumsnet too and wasn't happy.

When I first tried to sign up the flipper site was experiencing issues and it didn't go through. I must admit I then went on holiday and forgot to try again, but have just checked feedback from other mumsnetters and I'm sorry but I'm not happy to sign up with flipper. I don't like the idea of giving them my log in details for my current suppliers and I certainly wouldn't want them switching suppliers without my agreement upfront.

I've found the sign up process very difficult because they didn't have my supplier or account type listed .

I've sent several emails chasing this, and they reply with a standard " please go back to the form and fill this in " .

So then I reply with " there isn't a bit on your form relevant to my circumstances " and they reply again with the same email . So I email again with copies of all the previous correspondance .

It's time consuming and frustrating .

I should have said that this has been going on since 30 August and we are no further forward .

I am infuriated!
I signed up at the end of July. I hear nothing for two weeks and so contact them and it turns out they can't access our accounts, so we reset the password. I hear nothing for another week so contact them and they say they still can't access my bill and ask me to send a copy. Why they didn't contact me, I have no idea.
So 17th August I send them a PDF of the bill which they can't open so I send a screenshot which they say they have received and are able to use it.
I hear nothing.
I emailed yesterday to find out what is happening and today they come back to me saying they can't access my accounts and could I send a bill!
I have requested they cancel my account.

I thought I would give them a chance as they seem like a small set up trying to do a big job but this is ridiculous!

Everyone I have spoken to has been polite but I do not think the company is equipped to handle any large volume of customers.

It took SIX WEEKS for my sign up to be processed. As I didn't give my existing supplier when signing up (had forgotten) I entered this weird territory where flipper were simultaneously unable to create my account yet convinced I had one already- I kept getting emails asking me to log into my account and enter my supplier info, yet when I spoke to staff they said I didn't have an account yet and they would create one by tomorrow... Always tomorrow....

I enailed several times and spoke to them on the phone. Several times I was given a definite date it would be sorted by which lapsed.

It would have been quicker to compare energy tariffs myself using a comparison website! If I hadn't signed up for this trial I definitely would have given up.

Once I had an account I was switched and I was happy with that aspect.

Just so bloody frustrating to actually get an account. The incompetence of the process does make me worry about trusting the company.

MNHQ can you please provide feedback on this test.

See my earlier post form about 6 weeks ago when flipper assured me that they had cancelled my switch and my account. They have not. They have switched supplier. The supplier has taken money from our bank account. I have spent hours trying to sort out this mess.

Furious doesn't even being to cover it.

Hi all, Flipper would like to update you quickly on what they will be doing following your feedback:
"Flipper have listened to feedback from Mumsnet users regarding concerns with submitting their online energy account details and will soon be releasing an option for users to upload a recent energy bill if they do not feel comfortable sharing their online energy account details with Flipper."

1. How satisfied are you with the estimated savings you will make on your energy bills with Flipper?

Saved me over £300, can't fault them

1. How well do you feel Flipper handled your energy switch?

Very well, no problems, just revived email when everything was done

1. How easy was the process for you – from signing up, to switch completion?

Very easy, no phone calls etc

1. Were you happy with Flipper’s communication and customer care throughout the process?

Didn't use customer care, but emails regarding switch was very clear and easy to understand

1. Would you be comfortable having Flipper manage your energy on an ongoing basis?

Yes, if they provide me with great services and great pricing why not

1. How would you compare switching your energy with Flipper to switching with price comparison sites?

Sometimes comparison sites get pricing wrong

1. What would you say is the best thing about Flipper?

Saving you loads of money

1. Would you recommend Flipper to family or friends?

Yes, already done

1. How satisfied are you with the estimated savings you will make on your energy bills with Flipper?

----It is really nice to save so much money

1. How well do you feel Flipper handled your energy switch?

---- Very well managed

1. How easy was the process for you – from signing up, to switch completion?

---- Very easy, even though I made a mistake in joining.

1. Were you happy with Flipper’s communication and customer care throughout the process?

---- Flipper told me that they would reply with a quote in a few days but came up with a good very acceptable saving the next day with Avro who happen to be a very local company, their office is less that 10 miles away from my home. I made a mistake with my bank number and Flipper were very helpful and patient with me. I was very impressed.

1. Would you be comfortable having Flipper manage your energy on an ongoing basis?

Yes I would.

1. How would you compare switching your energy with Flipper to switching with price comparison sites?

I have not previously used a price comparison site but was very impressed with the seamlessness of the Flipper process.

1. What would you say is the best thing about Flipper?

They dealt with all of my questions and made changing very easy.

1. Would you recommend Flipper to family or friends?

I would. Still a little concerned about releasing my bank details and npower password to a third party but as I trust Mumsnet have accepted this as safe.

Not sure I should post my opinion on Flipper
I would avoid avoid avoid.
I am still waiting for them to sort out the mess they have left me in.

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? I'm not. They transferred me over to a more expensive tariff, with a supplier who has an awful rating even though I contacted them intermediately and asked them not to, however I was switched anyway.

1. How well do you feel Flipper handled your energy switch? Not well

1. How easy was the process for you – from signing up, to switch completion? It was easy to sign up, and fairly easy getting in contact with them but it was infuriatingly annoying having to keep chasing them up after they allowed my switch even though I specifically asked them to cancel it

1. Were you happy with Flipper’s communication and customer care throughout the process? No

1. Would you be comfortable having Flipper manage your energy on an ongoing basis? No

1. How would you compare switching your energy with Flipper to switching with price comparison sites? Way more complicated than just doing it myself for free

1. What would you say is the best thing about Flipper? Nice idea, shame it doesn't seemed to have worked out. It's good to see that they're taking the feedback on board and looking for solutions.

1. Would you recommend Flipper to family or friends? No, definitely not.

I didn't go through with the swap as I wasn't happy with their methods. I had to email Ovo directly to cancel though as although Flipper told me they'd cancelled the swap, they hadn't. They just aren't very good, I'm afraid.

Ive still not heard back from them and that's been 4 weeks

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

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.
Yes all was explained.

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?
N/A

1. How satisfied are you with the estimated savings you will make on your energy bills with Flipper?
Very impressed

2. How well do you feel Flipper handled your energy switch?
Easy. I barely did a thing.

3. How easy was the process for you – from signing up, to switch completion?
Easy. Just followed instructions.

4. Were you happy with Flipper’s communication and customer care throughout the process?
N/A

5. Would you be comfortable having Flipper manage your energy on an ongoing basis?
Had no issues so far so it's possible I would.

6. How would you compare switching your energy with Flipper to switching with price comparison sites?
Easy as I didn't have to do anything.

7. What would you say is the best thing about Flipper?
Communicated well and instructions easy.

8. Would you recommend Flipper to family or friends?
Yes

1. How satisfied are you with the estimated savings you will make on your energy bills with Flipper?

I think the estimated savings were around £40 a year so I wasn't really blown away but that is better than nothing

1. How well do you feel Flipper handled your energy switch?

I haven't actually heard anything yet from either company yet, not the company I'm leaving or joining so cant really say just yet. At the moment I believe we are still paying the old company and no meter readings etc have been asked for at all.

1. How easy was the process for you – from signing up, to switch completion?

The signing up was very easy and pretty much guided you through it but I cant really comment on the switch completion yet as nothing has been done since??

1. Were you happy with Flipper’s communication and customer care throughout the process?

I havent had to use the customer care as yet but might be contacting them soon to ask what is going on??? Also have not had any communication from them yet to advise me whats happening/happening next so everything feels a bit up in the air at the moment.The last communication was to tell me there switching me and that was a couple of months ago now.

1. Would you be comfortable having Flipper manage your energy on an ongoing basis?

No, I did want to give them a chance but after this switch I dont want to use them again and want to cancel the Flipper account. If there was more communication that would reassure me but there hasnt been and I dont want to pay for a service that has not lived up to what it claimed.

1. How would you compare switching your energy with Flipper to switching with price comparison sites?

This is the first time I have used a price comparison website and has put me off to be honest and made me feel quite uneasy about the whole thing.

1. What would you say is the best thing about Flipper?

The website is very easy to use and follow.

1. Would you recommend Flipper to family or friends?

Not at the moment no but if it delivers yes.