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Traveller


December 20th, 2010

Not what you would expect @ 11:43 am

Current Location: Dearborn, MI
Current Mood: annoyed annoyed

This is a reality check for me.

If you asked the following question through a utility's web form:

I'm buying a new house, but not selling the existing house.  How do I go about setting up billing in my name on the new property?

and received the following response in email:

Thank you for your inquiry. We would be happy to assist you with beginning new services.

You may reply to this email with the following:
1. The last 4 digits of the social security on your account,
2. The complete new address (please include the apartment number if applicable)
3. The date to begin services in your name (you may choose as soon as possible as the date).

We will further assist you.

If you would require immediate assistance, please call us at [utility phone number] between 8:00 a.m. and 6:00 p.m. (EST) Monday through Friday or between 8:00 a.m. and 2:00 p.m. on Saturday and a Customer Service Representative will be more than happy to assist you.

Thank you for using [utility web site] and for the opportunity to be your energy provider. We appreciate your business.

Sincerely,



What would you expect the next step to be, and what would you expect the utility to do as a result of that step?
 
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Comments

 
[User Picture Icon]
From:mrs_sweetpeach
Date:December 20th, 2010 05:19 pm (UTC)
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I would call the customer service number and hope like hell I got a sane customer service representative. And I would stress, at least three times, that I do not want service to my other house turned off.

First edit to fix stupid typo.

Second edit to say, if I did respond with what they asked, I would expect them to turn on service at the new place. But I would reiterate that I do not want service to the original address terminated.

However, I personally, would call customer service as I think that would result in power/gas/whatever being turned on faster and I think the odds of having one of the two places turned off would be smaller.

Edited at 2010-12-20 05:22 pm (UTC)
[User Picture Icon]
From:icyfeetofdeath
Date:December 20th, 2010 06:04 pm (UTC)
(Link)
What she said. Talk to a human. This should not be anything new or unusual. One person with their name on the utilities for more than one house shouldn't be strange.
[User Picture Icon]
From:maiac
Date:December 20th, 2010 07:01 pm (UTC)
(Link)
That looks like a robo-response, triggered by keywords in your email. I doubt that you'll get a rational response to email. You'll need to make a telephone call.

I hope that when you call, you get a human being who actually listens to your question and gives you a relevant answer instead of giving a scripted response triggered by keywords in your question.

Traveller