Sat | Dec 3, 2016

Congratulations JPS!

Published:Thursday | March 25, 2010 | 12:00 AM

The Editor, Sir:

Well done, JPS, today (March 23) you cut off the power of a doctor volunteering his services to Jamaica. It is true that I appeared not to have paid a bill for March 2010 on one of my three accounts with JPS. It is also true that these accounts with JPS have never defaulted on payment.

It is true that utility companies have never terminated my services for non-payment over the last 44 years. It is also true that no bill for March was ever received either by hand delivery or by the requested email. It is also true that three days ago, I received a cumulative bill for two months stating that the "due date" was April 6. I think that these circumstances constitute a triumph of customer relations.

If JPS has no reliable mechanism of getting bills to its clients, can I suggest that a friendly phone call might be a more appropriate and customer-friendly way of achieving payment. Happily, once I learnt of the reason for my personal power cut, I paid the bill immediately by e-link along with the J$1,500 reconnection charge and another J$1,500 charge which the JPS customer service lady could not explain. Altogether an expensive and inconvenient day for which customer service apologised.

In future, it might be more appropriate for customer service to consider its customers, question whether with three accounts upon which default had never occurred, the customer was unlikely to pay, consider that the bill might have gone astray, and that a phone call before disconnection might achieve payment without the rancour which most customer service is designed to avoid.

I am, etc.,

GRAHAM SERJEANT

Kingston 6