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Bulb Energy customer service review

3 years on...

Bulb customer services: my personal experience

This is my personal experience of their customer service after 3 years of being a Bulb customer.

Ideally, you will never need to contact your energy suppliers customer services. Personally, I like to keep on top of things with regards to paying the right monthly payment and not being too much in credit. This has meant that I have contacted Bulb customer services a few times over the years...

Calling Bulb's Customer Services

Bulb's customer service telephone number is 0300 30 30 635 which is not free. 0300 numbers are regulated the same way as numbers that start 01 or 02 so are likely to be included in your free minutes as part of your call plan but you should check with your telephone service provider.

The Bulb customer service number is not free

For the first year or so that I was with Bulb, they were very quick to answer the phone with no wait time at all. Now it is hit and miss but on average, the wait time for me has been 5-10 minutes. I don’t think the wait time is as good as it could be. However, on the two occasions I waited in the call queue for over 10 minutes, they subsequently credited my account with £10 for the inconvenience both times. I didn’t complain about the wait – they just did it! Now that’s good customer-focussed service and to be honest, I think £10 is rather generous for a relatively short wait. They have recently started to offer a call back service which means that if there’s a queue, you can just opt to be called back instead. I have done this a few times and they have always called me back within 20-30 minutes. I find this very convenient because you can just get on with what you’re doing without having the phone glued to your ear or listening to the dreaded repetitive hold music.

"The wait time for me has been 5-10 minutes"

What is the service like when you get to talk to someone? On the whole, very good. The call centre staff are polite, attentive and knowledgeable. I expect Bulb’s rapid expansion has meant new staff are employed all the time but that doesn’t necessarily mean that the quality of the customer service has suffered. Not in my experience anyway.

Their other customers seems to agree. They currently have a Trustpilot rating of 4.8 out 5 which is based on over 27,000 reviews. 90% of reviewers on Trustpilot gave Bulb an “Excellent” 5 star rating.

BBC’s Watchdog recently ranked energy companies based on complaints- which combined data on total complaints received, and the speed with which they were dealt with and found Bulb Energy to be the “Best Energy Company”.

BBC Watchdog rate Bulb as the best energy company
BBC's Watchdog ranked Bulb Energy as the "Best Energy Company"

Emailing Bulb

You can email on of Bulb's "Energy Specialists" at help@bulb.co.uk. Bulb don't stipulate how long it will take them to reply but in my experience, I get a reply 2-3 days after my first email. That is not lightning fast but the reply has always been thorough and issues has been answered. You can reply directly to the member of staff which is handy. For example, if you have an ongoing issue, they would already be aware of it.

Of course, if you have an issue that's more pressing and want it sorted quickly then calling the helpline is the way to go. However, when I need to contact companies I like the convenience of email and the way I can take time to include all my points I want to make. Also, there is a permanent record of the conversations in black and white which can sometimes be helpful.

The app and website

Both are great in my opinion. The app had a few hiccups in the beginning but after a couple of big updates it now runs very quick and smooth. It is very easy to enter meter readings either online or with the app. Read my full review of the Bulb app here.

Bulb customer services. Good or bad?

Conclusion

How does Bulb Energy's customer service measure up? These are my main points for and against.

For

  • Relatively short call waiting time

  • Knowledgeable and attentive staff

  • Rated "the best" customer service by BBC Watchdog

  • Excellent Trustpilot rating

Against

  • Call waiting time seems to be getting longer

  • Not a free phone number

  • Long email response time

A personal recommendation...

I think Bulb is a great renewable energy company. One of the good guys in the market with 5-star customer service. If you sign up using my link, we both get £50. Get a quote first and see if Bulb is right for you.

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