Improve service quality, FLOW
Published:Tuesday | May 1, 2018 | 12:00 AM
THE EDITOR, Sir:
On March 21, 2018, my home was without Internet service. The matter was reported to FLOW on the morning of March 22. It took 11 to 15 minutes for FLOW to answer.
My household was without Internet service up to Easter Monday, April 2. A field technician visited on March 26. That visit proved fruitless, as his assurance that after two hours, the service would "come up" did not materialise. On Friday, March 30, I had to call again as I was still without service.
On Saturday, March 31, I again called FLOW about poor customer service, blatant disregard to my suffering. The representative checked the system, advised me that the rep from the Internal Tech Department had 'escalated' the report, but created an 'open ticket'. This meant that I would be waiting until pigs grew wings.
This representative advised that he had "escalated" the matter and created a ticket that carried for Tuesday, April 3, 2018.
On April 3, a FLOW technician visited my home, rearranged a wire and the service was restored. I have requested a rebate and was told it would be reflected on my May 2018 bill. I was also advised to call back FLOW if this proved otherwise.
FLOW needs to get back to the drawing board and really practise quality service delivery and good customer service. Kindly include in your representatives' training other words to describe urgency apart from 'escalate'.
CLAUDIA CAMPBELL