Email to FLOW from a ratepayer regarding the January 8 water
TO: Felton Flow
SUBJECT: Cal Am Complaint
It was my misfortune to have to telephone Cal Am recently when
we lost power in Felton and subsequently, all water pressure. The
first two times I telephoned the 800 number I was not able to connect
with anyone for so long I was forced to hang up. Although I was
invited by their automated service repeatedly to take a short summary,
I never received any service to evaluate.
The third time I pressed the numeral designating I was reporting
a water main break I got a hold of a human. I asked her why we had
the outage and when to expect water and discovered she had outdated
information. When I told her I'd been at the site she was referring
to and had updated information, she retorted that she was only reporting
on the bulletin she currently had and that's all she knew. I offered
to update her but she had no desire for current information. Further,
when I asked her why, after living here for 18 years, this time
we lost water pressure so quickly when previously it would take
days of electrical outage before we would lose water pressure. She
was unable and unwilling to respond. In the end I told her what
I thought of her poor customer service and asked to be put through
to the short survey. Instead she hung up on me.
We were extremely fortunate we didn't have a real emergency, as
their customer service was inaccurate, defensive, and uncooperative.
I still don't understand why my neighborhood experienced a pressure
outage since there is a backup generator that should have kicked
in to prevent this. Either the back up generator is not being serviced
or there was no Cal Am employee to ensure it worked, or both. I
am very unhappy with being put through this problem when it was
preventable. Further, I have no confidence in their willingness
or ability to respond to customers.
Name withheld on request