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dorkrock.... August 18th, 2011
Regional monopolies have no motivation for customer service
I had a partial balance past due and got my electricity shut off. My fault, so ok, I'll pay it and let's move on.Except, oh wait, Xcel sucks.
The field technician who disconnected my electricity arbitrarily decided to do it at the pole instead of the meter. I have two gates into my yard, both unlocked. I have a dog, but he never gets to go outside alone, so he was inside (as I wasn't there). No reason to feel there was a "safety hazard" warranting disconnect at the pole.
Why does this matter? Well, when I called to pay the bill (on the day of the disconnect) the phone agent told me probably that night, but the next day was a "for sure." When I called back the next day to check the status, they reviewed the disconnect notes and changed that to "within seven days."
Seven days.
Really?!? WTF?!?
No one had the ability to call the local field techs and determine what the timeline was actually looking like. All they could do was quote me the state mandated maximum response time, which they have apparently adopted as the company standard.
If they had competition, I guarantee they would be operating well under the state mandated reconnect time. But, they don't, so they aren't. Bad, bad customer service.