Friday, July 2, 2010
“3 to 5 days” my ass Stream Energy!
After the most recent experience of bad customer service had by one of my close relatives, I am fairly convinced that some companies have no business actually being in business. Apparently there is some crappy utility company that operates out of Georgia and Texas called Stream Energy -- that should really think about changing its name to ‘Steaming Pile of Turd’ Energy because the only thing that comes out of the mouth of their customer service employees is complete and utter BS!
Case in point, my relative requested a Letter of Credit (LOC) from Stream Energy when moving from one city to another. The LOC was required by the new utility company in order to waive the security deposit. All Stream Energy had to do was fax or email the LOC to the new utility company -- which is a fairly common practice amongst utility providers. The original customer service rep at Stream Energy said that it would take 3 to 5 days to process the LOC request. A month and a half later my relative discovered that the security deposit from the new utility provider had not been waived because Stream Energy never sent the LOC. Upon following up with Stream Energy and being disconnected no less than four times by their shitty automated phone system my relative experienced the following never-ending saga:
Stream Energy (SE) Customer Service Rep: This is Stream Energy, how can I help you?
Relative: Hi, I requested a Letter of Credit a month and a half ago and it was never sent to my new utility provider. I was told it would only take 3 to 5 days for the request to be processed.
SE Customer Service Rep: Well, I’m not sure why that happened. I can put in another request but it will take 3 to 5 days to process.
Relative: Well, it has already been a month and a half. Could you possibly look into where the request might have gone off track? Perhaps the request was misplaced.
SE Customer Service Rep: Um, I can put in another request for you but it will take 3 to 5 days to process.
Relative: So, you are saying that it will take another 3 to 5 days to process a request to find out what happened to the original request? Or that you can have the actual LOC sent within 3 to 5 business days?
SE Customer Service Rep: Um, I can put in another request but like I said it is going to take 3 to 5 days to process.
Relative: Ok, obviously we aren’t getting anywhere here. Could I please speak with a supervisor?
SE Customer Service Rep: Ok, let me put you on hold while I get a supervisor… the phone is then disconnected forcing my relative to have to call back and go through the automated queue AGAIN.
2nd Customer Service Rep: …doesn’t speak coherent English forcing my relative to have to call back yet again…
3rd Customer Service Rep: …argumentative and gives the same ‘3 to 5 day’ line of BS… so my relative demands to speak to whomever is in charge of the Customer Service Department, which ends up being someone called a Resolutions Specialist…
Resolutions Specialist: Hi, this is so-and-so. I understand you have an issue that needs to be resolved. How can I help you?
Relative: Yes, I have been trying for a month and a half to get a LOC sent to my new utility provider. The request hasn’t been processed and I’m trying to find out how we can get this sorted out.
Resolutions Specialist: I can put in a request for you but know that it will take 3 to 5 days to process.
Relative: I am fully aware of your 3 to 5 day policy but I am trying to find out what happened to my original request. Perhaps the LOC is sitting on someone’s desk. It has now been 45 days and there is still no LOC. Are you able to look into this for me?
Resolutions Specialist: Um, there isn’t really anything for me to look into. Like I said, I can put in another request but it is going to take 3 to 5 days to process…blah, blah, blah…
Relative: So let me get this right, you say you are a Resolutions Specialist? Well, I can tell you that you aren’t resolving shit! I’ve about had enough of your 3 to 5 day policy. You are telling me the same exact thing that all of your Customer Service Reps said. I want someone to tell me once and for all exactly when I can expect to receive the actual LOC… yelling and most likely some further cursing ensued…
Resolutions Specialist: …blah, blah, blah… 3 to 5 days… by that time my relative was beyond pissed and hung up…
After going to the Stream Energy website and finding contact information for their corporate office my relative sent an email entailing what had transpired and asked for assistance in resolving this matter. And surprise, surprise an unnamed person from the company actually emailed back asking for some additional information. When replying with the requested information the email bounced back to my relative saying it was undeliverable! The idiot at the corporate office hadn’t provided direct contact information or a valid email address so it was BACK TO SQUARE ONE!
At that point all the co-workers at my relative’s office were in total shock over what had happened -- and most likely still laughing over my relative having torn a new ass into that f*ckwit of a Resolutions Specialist. Someone finally suggested that my relative call a mutual contact at Stream Energy and see if they could help get the matter resolved once and for all. The call was made, a couple of questions were asked and answered, and within two minutes a bright and shiny Letter of Credit was faxed over. Need met, problem solved. It was a simple as that!
…So Attention Stream Energy: It’s official, your Customer Service Department SUCKS!