In an effort to improve customer service, meet customers’ expectations and resolve complaints, MLGW has created the Customer Advocacy Center, which is part of the newly formed Customer Relations department.
“The Customer Relations department and its Customer Advocacy Center are designed to serve as the advocate for our customers,” said Clint Richardson, Manager of Customer Relations.
The Customer Advocacy Center was created to address most customer concerns and complaints that do not involve billing issues. The area is responsible for tracking and resolving customer issues utilizing an automated customer complaint system. The system establishes responsibility and a time frame for resolution.
The main focus of the Customer Advocacy Center is identifying and solving process failures. Customer issues can be reported on MLGW’s website, through the Customer Care Center (544-6549), and internally by employees.
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8 comments:
I live in Lynnfield Place Apartments in the City of Memphis. An MLGW construction crew has been tearing up the Lynnfield Drive for weeks and cutting off water and electricity without proper notice to residents within the apartment complex! And to ensure that the crew gets overtime, the utilities are usually cut off near quitting time so that the crew must work after 5 pm to "repair the issue." This crap is bogus! I pay entirely to much for utilities monopolized by MLG&W! I would like a little more notice when my utilities will be compromised, especially when my heating is electric, and much more respect as a paying customer!
I'm researching this work and will try to have some answers for you on Monday. I apologize for any inconvenience that the construction and outages have caused.
Hi XYTERIA,
I have some information that might help explain what’s been going on in your area. As far as the multiple cut-offs go--two of them were the result of an emergency. The other two were planned and your resident manager was notified.
As far as the overtime issue--both of the planned shutdowns were done after hours to accommodate the office complex across the street which has a large number of employees working during the day. We shifted our crew's regular work day so as not to incur any unnecessary overtime.
I hope this helps. Let me know if you need more info!
On April 23,2009 I was contacted by MLGW and advised an adjustment of 200.31 had been applied to my bill for gas usage. Ms Sims stated the meter was recently replaced and had stopped working. The meter hadn't read gas usage for four years. I explained I had paid all of my bills even recieved my deposit back. I explained i only pay the amount owed when i recieve the bill. My services have never been disconnected. In six years the meter hadn't been inspected or repaired. I asked what is the lifetime expectancy of the meter no one at MLG&W could tell me. I was advised over 2600 meters in memphis were found to not have read gas properly. However, there is still no routine in place to prevent this from happening. I fould there is a federal law that requires for the meters to be inspected every three years for atmospheric corrosion. This inspection did not happen. If that law had been followed by MLGW the meter would have been fould faulty years ago. Again this is the neglegence of MLGW that I am now paying for. Employees have read the meter monthly and not reported that it was broken. This is due to poor training standards at MLGW. I feel it is unfair, unethical, and economically devastating for me to be held responsible for MLGW's neglegent law breaking. I would appreciate any help you can offer to me.
Thanks in advance
LaShonda Jackson(McBride)
PS link below shows the federal code violated as stated above.
http://cfr.vlex.com/vid/192-481-atmospheric-corrosion-monitoring-19943601?ix_resultado=2&query%5Bbuscador_id%5D=109961&query%5Bcoleccion_id%5D=13&query%5Bct_resultados%5D=20&query%5Bfrase%5D=atmospheric+corrosion&query%5Bfuente%5D=1098&query%5Blc_query%5D=%28texto%3A%28atmospheric+AND+corrosion%29+OR+titulo%3A%28atmospheric+AND+corrosion%29%29+AND+%28fuente%3A%281098%29%29&query%5Bmodo%5D=all&sort=score
copy & paste link may be required
LaShonda,
I am referring this to our Customer Advocacy Center for resolution, but first we'll need some additional information from you in order for our staff to research this. Please e-mail your account number and/or street address to advocacyctr@mlgw.org and we will look into this.
I don't know where to begin, however if I could put you on a 2 hour and fifty minute hold, like MLG&W did, I would.
Thats right, After making payment 6 days ago and seeing it clear the bank, my utilities were cut off for non-payment at approx 5:30 yesterday evening. I then paid the amount MLG&W said I owed on the phone.
My real saga begins here at Customer Service call center which is a total joke and an insult to everyone's intellegence and total dis-regard for respect to customers. After sitting on hold, so I could inform MLG&W that their stated payment had been paid, for almost 3 hours(2:48), someone answered, I said hello and he said, "I can't hear anyone on this one and immediately hung up, that's 3 hours of my life sitting in my vehicle with phone on charge for a deaf customer service rep to answer the phone. Furious, I called the emergency line twice, they then referred me to the maintenance dept, with it being long past 7:00 closing time at cust service. The maintenance dept got my service back on after 5 hours of my evening.
While I am preparing this message, I am hold once again with MLG&W going on 1 hour, to find out find out why my service was cut off. Lots of luck on this call.
If MLG&W had competition this mess would not last long.
I have an issue with a MLGW employee. This employee named Justin Chism is commiting a fraud within the company. The branch located on 1060 Tupelo rd. Memphis, TN 38108. This person is using the companies inventory on his own vehicle. He has mentioned that he gets his truck oil change done for free and pays the person who does it a few bucks as well as other parts that are only should be used for compaany use. This is a crime and action must be taken. This is the reason our bills are constantly are at a rise.
Ms. Davis, it is being investigated. Thank you.
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