Letters to the Editor

Help, please, Mr Price

Tuesday, October 08, 2019

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Dear Editor,

The is an open letter to Mr 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.

I wish to give you the benefit of the doubt and confidently express that the vast majority of issues you must not be aware of.

At the point of writing this letter, it is eight days since I made my first report to Flow and numerous follow-ups, 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. Confirm the issue being resolved before leaving?

Neither was done. My issue is within my house, as reported. It 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 to another customer service rep, he assured me that due to the foregoing, he would have one visit the next day between your 12:00 pm - 5:00 pm slot (Flow only has two visitation slots, the other being 8:00 am - 12:00 pm). 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 my being rescheduled every scheduling seeming to be three days apart.

It's amazing to know, too, that the issue I am having, which I have stated and restated ad nauseam to Flow, is not technical in nature, but is simply a reordering of the cable wires at my home. The television was replaced and went for repairs and we are unable to connect the wires properly for the replacement television.

Perhaps the most ridiculous thing about Flow's “customer service” is 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, among other things.

The absurdity of this “policy” was demonstrated when the rescheduling was done by agent “Sheldon S.” On All my call-backs since, no one, no other agent, no supervisor, no manager has been able to locate this 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, uncaring way by Flow. It's not good enough. Please, help us. It cannot continue this way.

John Constantine Henry

Johnhen007@hotmail.com


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