Sun | Jul 12, 2020

Boiling with rage over FLOW service

Published:Monday | October 7, 2019 | 12:21 AM


This is an open letter to Stephen Price, managing director of FLOW.

The kind of ‘customer service’ currently being meted out to paying customers is a matter of grave and urgent concern. I really sympathise with you, Mr Price, for it must be enormously difficult to preside over what currently goes on at FLOW.

Let me add my voice to the chorus of the many letters of complaint.

At the time of writing this letter, it is eight days since I made my first report to FLOW and numerous follow-ups, yet still the problem persists. FLOW has dishonoured three scheduled technician visits to my premises – two of which I find to be most insulting. On the first visit, according to notes left by Dispatch, they visited and went on the pole to adjust an issue. No one called. How can it be that a technician, visiting a premises to rectify a reported issue, not call the customer to:

1. Confirm their presence in response to our report; and

2. To confirm the issue being resolved before leaving.

My issue is within my house, as reported, and could never have been resolved from the pole. FLOW’s technicians simply visited, did what they felt like doing, and went on their merry way.

After complaining bitterly that night with another customer service rep, he assured me that someone would visit the next day between 12 p.m. and 5 p.m. After making great efforts to reach within the time, as I work out of town some days, no FLOW technician came.

Again, the customer service department insisted on a rescheduling.

Won’t give names

Perhaps the most ridiculous thing about FLOW’s customer service is the agents’ refusal to give their names in full. This, they claim, is a policy position. I have never heard of such a thing! Paying customers have a right to know the full names of agents for accountability reasons.

The absurdity of this ‘policy’ was demonstrated when the rescheduling was done by agent ‘Sheldon S.’ On all my callbacks since, no one, no other agent, no supervisor, no manager has been able to locate said agent to determine why the visit was not honoured. After the third failed visit, FLOW wishes to reschedule me. Why should I have confidence in this?

Mr Price, I am only one among the thousands of who have been treated in this callous way by FLOW! Help!