ivie Anmeldelser 

Besvarelse fra ivie

29. nov. 2024

Dear Mr Singh,

Thank you for your review.

I can see that you have contacted us previously regarding this matter and you were responded to by my colleague within a few hours.

The ivie App is completely free and is not responsible for billing or for any costs related to your energy use. The ivie App connects to your smart meters on the wall to show you the data that it receives from them, which includes Kwh usage. The ivie App has no access or ability to make any changes to the usage data that is provided from your smart meters, which is the same usage data that your energy supplier will receive in order to calculate your bills. Your Energy Supplier is entirely responsible for managing your tariff and billing, and any concerns about high bills or increased usage should be directed to them. You can update the tariff that is loaded into the ivie App yourself. This should match the tariff being offered by your Energy Supplier to ensure that the costs we can show in the ivie App match the costs being charged by your Energy Supplier. Please make sure that the tariff information you have entered is accurate.

To confirm - the FREE ivie App is in no way responsible or able to be responsible for any increased costs and if you have any concerns about costs or billing these should be directed to your Energy Supplier. As we have responded to you previously with clarification on this matter, with no further response from yourself, we will be flagging this review as inaccurate and misleading. The review suggests that ivie can in any way influence costs and can cause a customer to be charged at a high rate for their energy usage, which is entirely untrue and impossible from a technology perspective.

Best regards,

The team at ivie

Besvarelse fra ivie

24. maj 2024

Dear Mrs Griffiths,

Thank you for your feedback. We are genuinely sorry to hear about the difficulties you've been experiencing.

Rest assured, even though we do not offer telephone support, we have been highly responsive and dedicated to assisting you and all our customers via email. We have continuously provided timely and effective support, and we believe we have been extremely communicative with you throughout this process.

We have been in ongoing communication with you via email at customercare@ivie.co.uk to address the issues you've encountered. Our team has thoroughly investigated the matter and identified that the root cause lies with your energy supplier failing to update the registration of your new meters on the national inventory, and not with the ivie Bud itself.

As we have already explained in our emails, it appears that both your old and new Electricity Smart Meter Equipment (ESME) are still listed on the national inventory. This is causing the system confusion, which prevents proper connection and activation of your ivie Bud. We have advised that you contact your energy supplier to update the registration on the national inventory. Please note, there is no need for you to contact the Data Communications Company (DCC) directly, as it is the responsibility of your supplier to update this information. This situation is beyond our control and necessitates your supplier's action to update the registration on the national inventory.

Once your energy supplier has updated the registration, we can proceed with a location cleardown on the ivie Bud and a move home request on the ivie app. This process will ensure that your account is no longer linked to the old meters. However, it's crucial to wait until the registration has been updated before reactivating the ivie Bud and relinking it in the app.

We strongly recommend that you request your supplier to escalate this issue to their smart metering team, as first-line support agents may not be familiar with these processes. Escalation to the appropriate team should expedite the resolution.

We appreciate your patience and understanding as we work through this issue. Please let us know if there's anything further we can do to assist you, and feel free to continue reaching out to us at customercare@ivie.co.uk for any additional support.

Thank you for your cooperation.

Best regards,
The ivie Team

Besvarelse fra ivie

1. mar. 2024

Hi Andrew,
We sincerely appreciate you taking the time to share your feedback regarding your experience with our product and services. Your patience as we thoroughly investigated the matter is greatly valued, and we are committed to addressing your concerns adequately.

Firstly, we understand the inconvenience you encountered in attempting to acquire an in-home display from your energy supplier. While it's regrettable that your energy supplier couldn't provide the display free of charge, the ivie Bud was specifically designed as a solution in such scenarios. However, we want to emphasise that we never intend to compel any customer into purchasing our product, although we are grateful for the recommendation from your supplier.

Regarding the effectiveness of the ivie Bud in providing cost-effective benefits, we want to highlight its role as a tool to enhance users' awareness of their energy usage, offering a clear visual display of consumption. Additionally, while the ivie app complements the ivie Bud, its use is optional as they can function independently, although it does offer added convenience.

Furthermore, the prize draws within the ivie app aim to incentivise users to monitor amd reduce their usage by rewarding them with points, exchangeable for tokens enabling participation in raffles with prizes. These range from weekly draws for Amazon vouchers to large-scale discounts, such as the Solar & Storage raffle you participated in voluntarily.
In this case, the raffle prize you won was communicated to all participants, offering a £550 discount voucher toward a solar & storage setup through our partner, Heron Electrical. We apologise if you missed our communication about the prize details; however, we did make efforts to inform users through email and our website. We've provided links below for your convenience, incl. the email we sent containing prize details, additional information about the raffle available on our website, and the associated terms & conditions directly linked to the raffle.

Email w/prize details: https://bit.ly/42ZtNxQ
Raffle information on website: https://bit.ly/3V0QlMP
T&Cs, with customer care email: https://bit.ly/3uJJ8pP

As outlined in the Terms & Conditions of the raffle, we actively encourage users to reach out if they have any questions.
Our aim is to ensure that you have access to all the information you need. However, if you felt that there was a lack of clarity, or if any aspect was unclear to you before participating in the raffle, we would have greatly appreciated if you had reached out to us directly. We would have been delighted to address any inquiries or concerns you may have had before deciding to join the raffle.
Regarding your complaint concerning the aggressive marketing tactics of solar energy companies and their failure to respond to your requests, we empathise with your frustration. However, we want to clarify that winners of our raffle were required to fill out a form provided by us to claim their voucher, to allow us to endorse them properly to our partner. Unfortunately, bypassing this step and directly contacting the installer deviated from the established procedure, rendering us unable to endorse you properly. Any subsequent communication between you and the installer is beyond our control as you reached out to them directly and were not endorsed under ivie's raffle promotion.

Your privacy and satisfaction are of utmost importance to us, and we want to reassure you that we work exclusively with Heron Electrical for this specific raffle prize. Your details would have only been shared with them upon your consent, which was not provided as you bypassed our form.

We hope this clarifies the situation, and we sincerely apologise for any confusion or inconvenience caused. Should you have any further questions or concerns, please do not hesitate to reach out to us at customercare@ivie.co.uk.
Thank you again for bringing this matter to our attention.

Kind regards,
The team at ivie

Besvarelse fra ivie

12. feb. 2024

Good Morning,

Thank you so much for taking the time to leave a review. We are very sorry that you feel on this occasion that you did not receive the customer service you would expect. We will clarify a few points in the interest of transparency and to assist with your understanding of our responses on this occasion.

Like all products and services, the ivie Bud comes with a warranty period, which you the customer agree to in the T's and C's signed at the time of purchase. You contacted us over a year after purchase, having never got in touch previously to highlight any issues, and asked for a refund for your ivie Bud.

We asked the appropriate questions for a refund request outside of warranty, to establish whether the display had any kind of fault or if we had acted in error in any way. It was established from your answers that the display was not faulty, but that there was an issue with the application of the tariff information on your smart meters on the wall. This is a process managed by your energy supplier, and we repeatedly explained this, whilst also offering to escalate your case with your energy supplier directly in the hopes of a swift resolution.

Your threats of legal action and emails from the ombudsman unfortunately meant that we had to go back and forth with you more than we would have liked, as your claims that third parties were holding us accountable had to be evidenced and understood before we could address them.

You agreed to give us until the end of February to resolve the problem with your energy supplier, after which you would go to the small claims court. We took this seriously and escalated directly with your energy supplier at a senior level to ask for movement on your case.

We are aware (via your energy supplier) that based on the above, they have now contacted you to apologize, admit fault for the tariff issues you were having and have themselves refunded you in full for the purchase of the ivie Bud.

This is an excellent result for you as a customer, brought about by our dedicated and efficient customer service and willingness to take action to try and resolve issues for consumers even when the ivie Bud is not at fault. The lengthy explanation that you received from your energy supplier, and the refund, would not have happened without our intervention and we are very sorry that you have felt the need to omit the above from your review.

Thanks,

The Team at ivie

Besvarelse fra ivie

22. jan. 2024

Hi,

Thank you for sharing your feedback. To address this matter promptly, could you please confirm your email address or order number? This information will allow us to review all previous correspondence and investigate the issue thoroughly. For your privacy and security, you can share this information via email at customercare@ivie.co.uk.

We want to assure you that we do not ignore any emails and are committed to responding promptly. If, for any reason, we haven't received your email, providing your email address or order number will help us locate and address your concerns without further delay. We appreciate your cooperation and look forward to resolving this matter for you.

Kind regards,
The ivie Team

Besvarelse fra ivie

5. jan. 2024

Hi Stephen,

Thank you for reaching out to us.

It appears there might be some confusion. We are ivie, the creators of the ivie Bud and the ivie app. We do not have any affiliation with ivie Wellness by Holland & Barrett, and we do not manufacture blood test kits.

If your feedback pertains to an order related to ivie Wellness, we recommend contacting them directly for assistance.

Kind regards,
The ivie Team

Besvarelse fra ivie

12. dec. 2023

Hi Georgi,

Thank you for your feedback. Upon revisiting our email correspondence, we can confirm that we've swiftly provided a resolution that aligns with your preferences. We promptly dispatched a replacement to address the issues you encountered with your current display, aiming to understand and rectify any potential bugs affecting its performance. Throughout our correspondence, we have been responsive and proactive in offering a solution.

If, however, you remain dissatisfied with the service or prefer an alternative, we are more than willing to facilitate a return for a full refund, covering the product cost and shipping expenses.

Our goal is to ensure your satisfaction, and we remain hopeful that we can resolve this matter for you. Feel free to reach out through your existing support ticket for further discussion.

Wishing you a joyful holiday season!

Warm regards,
The team at ivie

Besvarelse fra ivie

12. dec. 2023

Hi Susan,

Thank you for your feedback. We sincerely apologise for the challenges you faced during the identity verification process when activating your ivie Bud. Typically, issues with the bill upload process may arise if the uploaded image is unclear or if the bill lacks necessary information, which include the following:

1. The bill must be an actual electricity bill. It can be a combined electricity and gas bill, provided it clearly shows the MPAN (13-digit unique number found on your electricity bill).
2. The address on the bill must match the address where you're registering your ivie Bud.
3. The bill should display your name.
4. The bill must be from within the last 3 months.

Upon checking the status of your ivie Bud activation, we're glad to learn that you have successfully completed the activation now, and the issue has been resolved. We regret any inconvenience caused initially and appreciate your patience.

Should you have any further questions or need assistance with anything else, please don't hesitate to reach out to us at customercare@ivie.co.uk. We're here to help :)

Wishing you a joyous holiday season!

Warm regards,
The team at ivie