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Review 4/13/2010
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They do not have an awareness to so-called "customer service".
The gas guy had to come back to finish his work. We agreed on a Saturday that he is going to come on Monday 1-4pm. I cancelled all my appointments that day and decided to wait for him at home. He never showed up.
I went ahead and called the customer service department, to report the incident and to find out what going to happen. Unfortunately I did not understand her name. The customer service representative said that it's not written on their system that we had agreement on a Monday but instead on Tuesday at 1-4pm. She maintained that statement the whole time and she was not even apologetic at all. She sounded very agressive and stood firmly of what was written on her system. I never heard her say "I'm sorry for the inconvenience" which I always hear from other companies' customer service departments such as banks, telephone etc.
She told me that the agreement is between me and the gas technician and that what prevails is what's written on the system. Isn't it that the gas technician is also a representative of SoCal Gas? It is as if she's implying that, that's what's written on their system, so what am I gonna do about it. I told that if the technician cannot make it on what was agreed upon he should have not have said to come on Monday and instead on the day he is able to come. Where is their professionalism? I wanted to let them know that if they say they are going to show up on the date and time they said then they should stick to it. We ended up arguing on the phone about the real sense of "customer service", "professsionalism" and "commitment". I eventually hang up because she has this sense of feeling that she is right.
Most companies, whichever party is right or wrong, they still apologize. I read an article about some companies having the worst customer service department because you're being put on hold for a long period of time. I don't remember So Cal Gas being there, simply because their staff are rude and do not know how to apologize. The other day, I talked to AT&T for an hour, placed on hold for a long time and for a couple of times to investigate on the issue, they were apologetic and thankful about my patience for holding that is why I kept my cool the whole time. I did not experience this at all with So Cal Gas.
I called again the So Cal Gas customer service about the incident from the technician not showing up and rude customer service representative. Again, not a word about "apologize". It would have made a difference.
The rating should be 0 star at all but I guess the lowest score is 1 star. Somebody has do to something about these people. We are not paying money to get this kind of treatment from these SoCal Gas employees.
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