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SP fails to understand the concept of Customer Service
Author Name: Mike Cooke
Advantages: easy to use web site
Disadvantages: Poor Communication
I sent an e mail criticising the ethos of Scottish Power for their policy of immediately increasing my monthly direct debit as soon as my account was in debit, but never reducing it when in credit. I mentioned that their calculation had failed to take the lower summer usage into account and that I was under the impression that one of the benefits of having the type of account that I have is not to worry about the changing cost of monthly payments, and have them spread out over the year.
The response I received was quite shocking, judging from the name, I would say it was from an overseas centre and consisted of no fewer than 21 lines from right to left without any break or paragraphs of sheer gobbledeegook, which needless to day had not addressed my complaint and had almost certainly been generated from the touch of the operators button, to get rid of my complaint.
I emailed back saying that I found their response to be an appalling and totally unprofessional reply which was a disgrace to their company, and asked for confirmation that my reply was generated by an automated process and if not who was responsible for sending it and what is their position in the organisation?
Scottish Power have refused to reply to me. I wonder if the same standards of non-communication would kick in if I were not to pay my bill or by the customer retention department when they call me after I have closed the contract.
Summary: I thought that by not taking the cheapest provider I would receive better service. I was wrong.
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