How to annoy customers

November 12, 2010

Synergy, our local electricity supplier, increased their electricity charges dramatically (about 25%) earlier this year, which made a lot of people angry as we have no other supplier we can switch to.

To add insult to injury and to really make dealing with Synergy a right pain, they emailed out the link to our bi-monthly bill today (12 November).

But when I click the link and go to the Synergy site, I get this:

I guess they don’t want their customers to pay the bills THEY JUST SENT OUT! Obviously the web development people don’t talk to the billing people, or don’t have any idea of the billing schedule.

Just another thing to p*ss me off annoy me about a quasi-government monopoly that seems to think it can charge what it likes, yet insults the customer by preventing them from actually viewing and paying their bill online, despite encouraging us to ‘go green’ with emailed bills and electronic payments.


[Links last checked November 2010]

One comment

  1. The left hand rarely knows what the right is doing, even in very small companies, let alone governmental monopolies. When I worked for a tiny firm many years ago, I spotted a schism like the one you mention. I gently called attention to it. The response was something along the lines of, “We don’t have to consult with THEM to do our job. If they want to ask us, that’s fine, but we’re not asking them.” Nothing changed, and my “interference” was neither appreciated nor encouraged. Sigh.

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