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| - September 14, 2016 UPDATE:
I received both an EMail and a Telephone follow up call from APS Customer Operations Leader Kathy Langstaff today.
Kathy spent well over an hour talking and working together with me on the APS website showing how the billing / charging per KwH is set up. The issue is quite complex with having 21 or so total fees going in to making up your final APS bill for the month. However, Kathy endured my barrage of questioning, much of which I could have been a bit more tactful in presenting to her because I thought I may have been being cheated and was just overall frustrated thinking APS was just not going to follow up with me.
After our conversation I have to say that I'm quite impressed with how Kathy represented APS and the fine job she is doing for them in the Customer Service department. So, if anyone out there needs a professional from APS to answer their questions please contact Kathy Langstaff. She is as good as it gets!
September 13, 2016
APS. What a shame. No one from their Customer Service Department including Supervisors can answer a simple question as to why I am being charged one rate per KwH in my contract, but a higher rate per KwH on my bill.
I found this out inadvertently by doing an on-line comparison of my old electric bills vs. my new electric bills after having a new Air Conditioner installed a few months ago. I believe I have been an APS customer since at least 1990 and I can't help but wonder if have been overcharged for the past 26 years?
I contacted a Customer Service representative on August 11, 2016 and they were unable to answer my question. So, they forwarded me to a Customer Service Supervisor named "Esther M." Esther was unable to answer my question and took my information with a promise to call me back.
A week had past and I had not heard back from "Esther M." so I called her back. She said she was "still working on it." Folks, how hard can this really be? To "Esther's" credit she did call me back a few days later saying she was unable to answer my question but had forwarded to an APS Analyst for review. On August 24th, "Esther M." gave me a courtesy call-back and said "The Analyst did not have the answer and is waiting on the "APS.Com" team for the answer." No one from APS has called me back since August 24th. I guess this is beyond the "Difficult" level for Customer Service?
No luck at the Customer Service level with APS, so naturally go to their supervisor:
The Vice President for Customer Services at APS is named STACY DERSTINE. She seems to very difficult to get a hold of and apparently does not list any way to contact her on the APS web sites, and the Supervisors would not give me her direct information.
However, after an internet search I called their Corporate Headquarters at (602) 250-1000 on September 8th and got a voice automated system. STACY DERSTINE'S voice mail is answered by someone other than her. I left a voice message along with my email address outlining my concerns and asked for a call back. I also believe I discovered STACY DERSTINE'S EMail address and sent her a note with the same concerns. However, The Vice President for Customer Service has not responded with my Customer Service inquiry. Not very professional in my humble opinion. The Email was not rejected or returned so I know it went through.
The previous Vice President for Customer Service was named Tammy D. McLeod. She would send out an Annual Account Summary in the mail to all APS customers and give her EMail address and Telephone number if you had any questions.
If I can't "shame" APS into professionally following up with me, I'll take this note and all of my documentation to the Corporation Commission for assistance.
Customer Service folks. It's not as difficult as APS seems to be making it.
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