On Thursday, Aug. 13, 2009, I left my home early for the cathedral. At noon when I came home I found out that I did not have power and water. I said to myself, “One of those things again.” I left to have lunch at Shirley's in Susupe. I took my sweet time because of the situation in my home-no power and water. I came home and said to myself, “How much longer is this going to be?”
At about 4:30pm, my grandson came was surprised to see me sitting with a fan in my hand. The family lives next door. He said there is power and water. He called his dad to help me.
My son-in-law called the trouble desk and they talked. The trouble desk suggested he check the meter if there is a black thing in it. True enough that was what he found. It was too late. The only thing left was to wait until tomorrow. I had to sleep in a warm room in the first floor of my house with a fan in my hand. I was drenched with sweat. I had to change clothes twice during the night. I got very little sleep.
I woke up early in the morning. I was in front of the CUC office at 7:25 and I was the first one to march into the office. I pay my bills through my AMEX so that I am assured of being able to pay on time while I travel, which I do frequently.
I was told that the card was declined because of the change of expiration date. I was guaranteed by AMEX that there won't be any interruption in the service. The CUC staff concerned did not give me a call. Even before the disconnection, I was not informed at all. I was totally in the dark.
Instead of making it easy for me and for CUC, CUC chose to make it difficult for me. A telephone call about the expiration date could have been solved through one phone call.
I have not been delinquent in any of my payments. This is why I have direct payment with my credit card-to guarantee payment on time.
Instead, my food in the refrigerator was spoiled and the contents of my freezer thawed.
CUC sent someone to disconnect early in the morning but sent someone to reconnect much later the following day.
It seems that it is easier for CUC to punish than to help. A little concern for your clients could have averted what happened to me. A telephone call about my credit card expiration date and information about the impending disconnections should have given me the chance to react positively. Instead, CUC did what they did without due concern and consideration to customers.
On the same day a similar situation happened to a friend of mine. There was confusion in her payment for her utilities that she missed paying one of her bills. A CUC crew for disconnection arrived to cut off the service. No notice, they were just there to disconnect the service and no amount of negotiation and promise will stop them because they were ordered to disconnect.
My friend promised to go then and there to pay but to no avail. The disconnection happened. She had to pay the reconnection fee and some more in a matter of less than an hour.
The above are just two incidents that indicate that clients are not treated well, that customer service is needed, not customer disservice.
May I suggest and recommend that CDI of NMC help your agency by developing a customized customer service training for your whole staff. Let us have a heart.
Thank you.
Fe Y. Calixterio
As Terlaje, Saipan
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