You have my sympathy. I am baffled why so many businesses serving the
public have a problem with customer relations. (Re: Robin's blog about
a movie theater experience.) The people at the help desk can only
repeat what they are told. They are simply "relay men." Apparently
management cannot or will not anticipate reasonable questions from
their customers. The help desk people should have a consistent answer
to such typical inquiries you asked. If they don't know, they should
say "I don't know but I'll find out," take a name & number and
return your call. What's the purpose of a help desk if your questions
can't be anwered. From the tone of your post I get the impression you
were not put through a lengthy ordeal of being put on hold, talking to
a machine or connected to someone in India--be thankful for that favor,
I guess. Of course, that doesn't help if phone help is a buffer to keep
management inaccessible. From my own personal experience, the most
favorable customer service responses to a problem are from--would you
believe--Walmart. Maybe somebody in SCE should find out what Walmart is
doing right. Whatever SCE's efforts to rectify an act of God, literally
leaving households in the dark without an explanation makes me wonder
just what is a customer to this company. Now, if you really want to be
unreasonable and impossible, ask SCE to deduct the service you didn't
get from your next bill.
