Customer Service?

Posted by pookzilla on June 1, 2009

I don’t know what we’ve done to piss off the gods of customer service, by we’ve pissed them off good. It all started a month ago when we got a bill from Ottawa Hydro with our address and our neighbours name. Thinking nothing of it, we marked it return to sender. A week later, another one came. Instead of sending it back we instead brought it next door to him. He took it and said he was going to deal with it ASAP. True to his word he did and a short time later there was a knock at our door. There was, as they say, a royal cockup. Hydro was insisting that he had been paying the bill for our unit for at least 3 years and we, by default, were paying his. A quick trip to the meter verified that yes, our bill had his meter number and vice versa. We called hydro and confirmed this with them and were assured that someone would call us within the next 24 hours.

Three weeks later and we still hadn’t heard boo from them. Lexy called to find out the score but was told not to expect anything for another week or two.

Impatient, she called again today and was given the brush off. The guy insisted there was no problem and that our neighbors bill was consistently higher than ours and that we shouldn’t worry about it. Now, given that we’ve confirmed a meter mixup, this answer just doesn’t cut it. However, he refused to escalate it up the chain.

This caliber of service has been plaguing us lately. In addition to the hassle with Ottawa Hydro, lexy has been on the horn with Rogers to correct billing/service errors on a weekly basis for over a month now. The worst part is that each call is needed to address a screwup caused by the previous – they are only capable of making things worse.

Are we they only ones that experience this kind of service as a norm? I honestly don’t remember the last time I received decent customer service from any organization.