I have only been in a little while but so fer it is OK

Overpriced & overcharged, customer service crap, updates on services to be connected non-existent. Charged $880 for one month of gas, electricity & fibre (which was worse than copper line) & we were only in the house 2 weeks of the month & 3 people using services minimally. Don't waste your time signing up with them. NZ owned & still the most expensive. 

Bad communication, take a month or more to reply to emails.Since updating their system/app things have gone down hill. I have had no issues with deliverys (yet) but their accounts are all over the place. When you have requested multiple times for direct debit to be set up and they assure you it will be the sorted for the following month, the following month they are then chasing us up for overdue account and asking for a manuel payment. Sort your business out if you want customers.

Worst experience ever cant get hold of anyone so have switch to a reliable Energy Company that actually answers. They are still sending invoices but have paid wow. Never again 

The worst customer service experience I’ve ever had

We recently signed up with Mercury for broadband and electricity as part of an appliance offer. What should have been a straightforward connection completed within a few days has turned into over a month-long ordeal of infuriating chasing. Looks like now we still won't be installed one month past settlement, with the fridge not being sent/received until a month after this (it has to be installed for 5 days). 

Because we cannot properly move into our new home without broadband, we are paying both rent and a mortgage while Mercury and Chorus repeatedly delay the installation. Despite explaining the urgency at every stage, we have experienced poor communication, incompetence and a complete lack of ownership.

The problems began when a Chorus technician contacted us unexpectedly to visit on a Saturday, even though the appointment was booked for Monday. I changed my plans to accommodate him. We explained that fibre had already been installed at the property, but the cable needed to be located.

The technician briefly looked into the loft but did not properly enter or inspect the full space, despite saying the cable was likely there. He took videos and my phone number, and I asked him to send a summary of his findings to both my husband and me. He never did. I followed up twice via message and received no response. He also appears to have left no useful notes on the job via their portal, meaning we had no idea what had been found or what needed to happen next.

Mercury’s online chat could not assist with a fibre enquiry, and an email explaining the situation went unanswered for a week.

When we eventually reached someone, the solution was simply to book another scoping appointment. The same technician returned and once again did not fully inspect the loft, even after my husband specifically asked whether he should properly enter the space rather than just looking in.

We eventually paid an electrician ourselves. Within two minutes of entering the loft, he found the cable and wired it down - to be clear the wiring he would have had to do regardless, however it showed us how finding the cable was a simple job that should have been done in the first session. My husband immediately informed the installation technician that the work had been completed and the property was ready for installation. This was resolved independently within 24 hours of the second visit.

Our installation was then confirmed for 10 August. Because the delay was preventing us from moving in, my husband called Mercury and waited around 45 minutes to speak with someone. He clearly asked whether the appointment could be moved forward. He repeatedly explained that if no earlier date was available, the appointment must remain on 10 August.

The representative repeatedly placed him on hold and then suggested moving the appointment to 19 August, which was the exact opposite of what had been requested. My husband again made it clear that we only wanted an earlier appointment and that 10 August should remain booked otherwise.

Two days later, we received a message confirming that the 10 August appointment had been cancelled and moved to 19 August.

After another 45-minute wait before getting through to customer support, we were told the later appointment had been scheduled because the Chorus technician had noted that additional work was required. This was the same work we had completed within 24 hours of the visit, and Mercury had already been told it was finished. No one contacted us before cancelling the confirmed appointment or gave us an opportunity to explain that the issue had been resolved.

We are now being told that it is up to us to chase the Chorus technician and try to secure an earlier appointment.

The entire process feels fragmented, with Mercury and Chorus operating in silos and leaving the customer to coordinate everything between them. There has been no ownership, no proactive communication and no consideration of the financial impact these delays are having on us. The process is crazy. It should be simple, yet feels like the most infuriating experience with no support. Can safely say Mercury have just taken our money and run with it - a terrible first impression. 

Based on this experience, I would never recommend Mercury. If you are considering signing up, I would strongly suggest exploring every other available provider first. There are more affordable deals with better support teams. 

On the transfer of our Solar Zero Vinod was extremely helpful. The process was explained to our sales agent as well.
The process was very easy. Making us and the new owners impressed with how easy the transfer went. From the beginning of the installation the staff were impressive throughout our years with Solar Zero. Its such a shame the concept of the lease hasn't continued on to make it easy for people to access Solar .  




Electric Kiwi has been an absolute nightmare to deal with. I gave them the required month’s notice to close my account, yet they still took $250 from my card after I explicitly told them not to. Other reviewers warned they keep charging even after you leave, so I ended up cancelling my credit card to protect myself.

Trying to get a refund has been a complete circus. There is no phone number to call, and their chat support is useless. I’ve contacted them three times, sent my account details twice, and every time they blame “finance”, “operations”, or — my favourite — a “system glitch”. Funny how the glitch only works one way: they can take money instantly, but somehow can’t refund it.

Today their support person even directed me to UDL, which makes absolutely no sense and shows how disorganised they are. It has now been over a month, and they still haven’t returned my money. The final insult was being told they need “48 hours turnaround time” — after ignoring me for weeks.

Electric Kiwi has no accountability, no customer service, and no respect for people’s time or money. And to be honest they are not much cheaper either.

Terrible service, billed us for a property we never had with them

We were with Genesis Energy for over four years. When we cancelled, I emailed on 5 July asking them to disconnect power and arrange gas collection, then followed up again on 14 July when nothing happened. They kept charging us at our old address right through to 16 July.


Then it got worse, they sent us a second bill covering 16–30 July for our new address, a property we never had any contract with Genesis for. We switched to Mercury for that address from the start. So we were billed by a company we had no agreement with, for a period we were never their customer.

Note: the account is in my father's name, and he doesn't speak English, so I've been handling this for him.
When I called to sort it out, I stayed on 23 minutes, only to be disconnected the moment I asked about a refund. When I pushed back on the incorrect bill, a representative told me to just "ignore" it, which doesn't exactly inspire confidence that it was them trying to  scum us.

Between being charged for a property we never had a contract for, repeatedly cut off on the phone, and told to disregard an invoice they issued themselves, this whole experience has felt like being strung along rather than dealt with honestly.

 I would strongly not recommend Genesis Energy, especially if you're dealing with them on behalf of a family member who can't easily advocate for themselves in English.

I tried to stay patient and polite through multiple calls and emails, but after being repeatedly dismissed and disconnected, I ran out of patience  and I don't think that's an unreasonable place to end up.



Worst customer service. You can get anyone on the phone. They have apps which I can't login. They promised me it will be fixed in 5 working days and it did not. If you have issues - you just can't talk to anyone. And they lie regarding their turn around time. They are very slow.

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