Sally Jaine, a retiree from Blackawton, Devon, is still dealing with the fallout from a years-long struggle with utility provider, EDF Energy. In early March, she finally made an appointment for a meter replacement. To her shock, the appointment was cancelled on the same day. Since then, Jaine has tried three times to rebook the appointment, each time facing challenges that have made that trip impossible.
The first appointment cancelled has already made Jaine feel discouraged. She was told the replacement would address her long-standing problems with the meter. Yet what initially filled her with optimism soon morphed into frustration as she was unable to get a response to her many proposals to set up a new appointment. After attempts to follow up repeatedly, she got no answers or help from EDF.
Adding to Jaine’s frustrations, her nonprofit organization recently got a mean-spirited letter from EDF. The letter mocked her inaction as a rubber stamp for continued inaction on her appointment. It similarly accused her of rejecting EDF’s offers to help. This notice was a complete surprise to Jaine, who had consistently and proactively sought to get her meter changed out.
Jaine’s experience calls into question customer service practices in large monopoly utility companies. Customers need to prioritize getting responses and resolutions out in a timely manner. After all, when it’s essential service like electricity, wouldn’t you want that? When communication breaks down and support fails to deliver, the resulting customer dissatisfaction can be monumental.