When JPSCo put full page advertisements in the press only a few weeks ago, I was puzzled as to the reason why. Afterall, JPS is a monopoly so it’s not as if they are grappling for market share. There were pictures of newly appointed parish representatives, but again, I was struck that there were no names and no contact information given. Fast forward to the recent devastation wreaked by Hurricane Sandy. Staring the sixth consecutive night of darkness in the face, I tried in vain to get contact information for my parish representative. I called the 1 888 Customer Care number and was told that they could not provide the information. To my distress, they could not give me any updates on my immediate predicament either. They made a great show of recording my name and number and recording the fact that I had no service.
I fully understand that we just came through a natural disaster that no one had any control over. What disturbs me is the lack of credible information concerning when paying customers can expect resumption of service. JPS has ramped up its’ on-line presence, sending out frequent tweets and updating its’ Facebook page regularly. But the opportunities for actual dialogue are extremely limited.
It is not enough for Customers to lodge their complaints into the void that is called Customer Care. How do we know that our issues are understood? Who can we speak with in order to get clarity and understanding? We don’t even hear Winsome Callum or Ruthlyn Johnson giving updates anymore. Mrs. Tomblin herself is becoming the face of the company. Even so, I don’t really care. All I want is the ability to speak with someone about my issues and to have reliable service. It seems to me that JPS is confusing Public Relations with Customer Service. What else would you call faces without the ability to contact? What else would you call a 1 888 number that takes your details and never calls you back?
I’d like to remind them that the best customer service is reliable and efficient delivery of the product/service. PR stunts only serve to anger and frustrate.
