Electric praise and ire

2015-03-16 00:00

EVERY now and then a dedicated employee goes above and beyond the call of duty to make sure that a customer is satisfied.

That is what Peter Clark of the ­Msunduzi electricity department in ­Havelock Road did to assist a customer a customer, Garth Middleton. His ­electricity supply had experienced ­numerous interruptions.

He was left frustrated when his electricity went out and numerous calls to the municipality’s call centre did not produce any positive results. Below is his letter:

“On Sunday at about 4 pm my electricity supply in my home started surging very badly and then my supply was cut. I called the hotline number and was given a ­reference … no one came out.

“Upon my arrival from Spar at about 7 pm that same evening I noticed a municipality van fixing a fault in Melsetter Road, which is around the corner from my home.

“I proceeded to ask the electricians since they were in the area if they could repair my electricity supply. I waited with them in the rain so they could follow me to my place.

“When we arrived the supply came back on and they then said that at least it was on now but they could not repair it, and they would send someone out on Monday morning. On Monday evening at 7 pm my supply was interrupted again for the entire evening and only came on again at 5 am Tuesday morning.

“At 3 pm Tuesday afternoon it surged and went off again and I called the hotline number again and was given reference number … and spoke to Lwazi.

“I told him I was still waiting from ­Sunday and he said he ‘just logs calls and now it’s out of his control’. I called the whole evening speaking to Lwazi, Isaac and even a Zodwa to no avail.

“[On Tuesday] at 05.30 am I called again and told Lwazi that no one had ­responded as yet and it was now the fourth day I had no supply. He then told me to contact Havelock Depot personally.

“I proceeded to Havelock road to find the depot full of staff idling around at 8.30 am, very frustrating. I was met by a Peter Clark and after he checked all my reference numbers on their system he was ashamed to say that my fault was still not attended to. He called a private contractor from his personal phone and arranged for them to repair it immediately.

“By the time I got back to my home they had already started on the repair, and the pleasing thing is that Peter even drove to my home to check if the team were there and witness the repair.

“I am totally impressed with his courtesy and professionalism, but however I’m gravely concerned about the plight of ­other residents who face the same scenarios daily. I’ve also notified my insurance company as some of my electrical appliances are not working.

“A very big thank you to Peter Clark for his dedication. I only wish there are more of you at the depot.”

• The Msunduzi Municipality was ­contacted for comment but has not ­responded.

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