Mercury - Newmarket
2.4/5
★
based on 8 reviews
Contact Mercury
| Address : | The Mercury Building 33, Mercury Broadway, Newmarket, Auckland 1023, New Zealand |
| Phone : | 📞 +977 |
| Postal code : | 1023 |
| Website : | https://www.mercury.co.nz/ |
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Jan Capper on Google
★ ★ ★ ★ ★ Terrible service, been with out power 4 times in a few months - all they needed to do was log a job with Power Co to change a street fuse and didn't do it until we had had repeated calls with very long waits. One of the power cuts lasted over 24 hours so a lot of wasted food. Terrible experience.
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Zac Peszynski on Google
★ ★ ★ ★ ★ No after hours emergency line for connections.
Was told I would have to wait until morning when the customer service team is back in - even during an emergency.
A power company without 24 hour support!?
The 2 star rating should be a surprise to no one.
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Sharyn Downs on Google
★ ★ ★ ★ ★ Poor customer experience overestimated bills actual bills 4 or 5 months apart. Polite agents and emails stating a generic view and a lack of how it impacts the customer experience or even basic listening skills. Well done on training your agents with a consistent script of less
than useful or customer focused nonsense.
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Nicholas Cooper on Google
★ ★ ★ ★ ★ Mercury's communication systems are abysmal. Their website is difficult to navigate and uninformative. Most of their website is composed of politically correct photos. They are slow to answer the telephone and reply to emails. New connections can't be done by online, but rather they insist on a telephone interview. Why can't they copy Trademe Insurance which does it all online? Their staff are polite, doing the best they can with a rubbish communication platform.
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Lydia Lin on Google
★ ★ ★ ★ ★ Terrible service, I've been with Mecury over 20 years. Just want to get fixed term contract, but seems they don't know how to do it. I spend over 2 months tried to email and phone them, every time they told me we've fix it now, but until now they still charging me open term rates. They told me the bill has been reversal but the new bill came today still charged me the same thing. I am really sick of calling them again and again.
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Dets Kaufiti on Google
★ ★ ★ ★ ★ Reading the reviews
- there's a lot of problems, and your typical big company with many departments etc to deal with, see what people don't understand is there's a lot of middle men involved. Customer service, faults team, tech to site teams etc....somewhere along the line there is going to be people and process issues, that's normal in a big company. It's human based, it can't be all perfect.
I can assure you, after 20plus years as customer, we had not a single problem that couldn't be rectified.
Mercury is a Great power company
Here's why?
20 year customer
- customer service 100% excellent
The people are very genuine
- billing is excellent, clear and easy
- faults and outages sorted out fast
- repayment back to you
- any problems, they understand your situation
- no, I don't work for Mercury etc
These reviews are complex issues.
I have raised this with Mercury and advised them clean up your processes cause 2/5 Google reviews is not good.
Anyway, I have trust in this great company. 20+ years with them, and this is my experience.
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S F on Google
★ ★ ★ ★ ★ I have been a Mercury customer for 2 years now. Despite sometimes having a bit of a wait time for calls to be answered due to busy periods, my experience with their customer service has been consistently excellent. The team are polite, knowledgeable & solution motivated. I have never had a bad experience.
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Ravindu Fernando on Google
★ ★ ★ ★ ★ Completely disappointed and advice anyone against using this company. I have recently moved into an apartment, that is a new build and has a modern smart meter. For some reason Mercury cannot get remote access to the smart meter as any power retailer should be able to. Here is how my correspondence over a course of three months has gone
-My bills during the past three months have been estimates as they cannot access the meter to get a reading. At no point they got in touch with me to discuss the matter and have simply been sending me grossly overestimated bills.
-Then they tried to convince me that my power meter is faulty and should be replaced at my cost, whereas the real problem is that Mercury has no access to the type of the meter that has been installed at my apartment.
-Rather than getting to the bottom of the problem and allowing me to use all the advantages of having a smart meter, the solution they keep suggesting is to send a reader for manual reading (given I am in a secured complex this means I must let a reader in or provide swipe card to mercury)
-If they send out a technician and find no physical fault with the meter, they want me to pay $130, the fact that they can’t access the smart meter remotely apparently is not an issue by itself.
-After three months of overpaying for my power use and painful phone calls with the customer care over a course of three months, they have finally confirmed that they have no contract with the meter owner to remotely access my meter. I was never advised of this prior to entering into a contract with them. I am now bound to stay with a company who cannot provide me the benefits of the smart meter at my property. As a customer I have been disadvantaged due to their incompetence and from what I understand lack of commercial industry partnerships.
A deceptive bunch of people that I have absolutely no trust in.
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