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Customer Service Apathy, Part 2

(con't from Part 1)

Another example of how sometimes it pays to shame people into good customer service.

I sent a slightly less bitchy version of last night's post about Enbridge and Double G Gas Services to Enbridge's ombudsman emai address, and cc:'d the contact address on Double G's website.

This morning, I received this from Enbridge:

Dear Customer,

Thank you for your e-mail.

You will be contacted regarding your concern within the next two business days.

Thank you.

The Office of the Ombudsman
Enbridge Gas Distribution Inc.

I also received this from Double G:

Mr Boldt,
As soon as you're up and checking your email give me a call at (416) ***-****

If you don't call me by about 9:00, I will try and call you.

I'm not sure if it was the same person, but around 8:15am I also received a call from Double G saying that they could come immediately to turn the gas back on. I was asleep; SWMNBN took the call. Apparently they had someone in the area who could come by "shortly," or in the next 90 mins, as it turned out.

The tech that arrived discovered that rather than just needing to turn on the gas, he had to connect the meter that Enbridge had played with yesterday. He was not amused, and rightly so -- I'm hoping he'll pass his annoyance with the workflow breakdown back to Double G and from there to Enbridge.

Anyway, by 10:45am, I was cooking with gas again.


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