Twenty First Century Customer Service, Part II

Monopoly-cribbing street art, across the street from the ROM. 6 August 2021.

Almost exactly five years ago, I wrote about two customer service experiences of a friend of mine and compared them to one of my own.

This past week, I partook of some customer service from Enbridge, and then Enercare, as I tried to get one or the other of them to take away the twelve-year-old gas hot water heater we're replacing with a shiny new electric model.

We had the old 'heater installed by Enbridge shortly after we moved to 280 Sherbourne. In the intervening years, Enbridge sold its water heater rental business to Enercare, and probably told me about it, but I forgot, so I called Enbridge (at least I tried to call Enbridge) first.

The one thing you cannot find easily on the Enbridge website is the customer service number. In case you ever need it, it's 1-877-362-7434. 

Once I had hold of an Enbridge employee, they quickly assured me that they had nothing to do with taking away my water heater. They gave me Enercare's number.

The first time I called Enercare a service rep told me that Enercare would not take away my 'heater, because of "COVID restrictions."

"Maybe your contractor can drop it off" she said, trying to be helpful.

My contractor did not want to "drop it off" so I called Enercare again, because, without the "drop off", Enercare would continue to charge rent for a water heater I was no longer using.

The first person I connected with said she needed to check on something, and she put me on hold. After waiting half an hour, I ended up back in the general call waiting queue. The next person I connected with said I was in the wrong service department, put me on hold, and another half hour after that, I ended up back in the general call waiting queue. I hung up and dialled again. The next person I talked to said she was going to put me on hold and I begged her not to. 

She laughed and said nothing bad would happen this time. After another long wait on hold I connected with Andre, who was smart, sympathetic and had a solution.

He said, "call customer care, tell them your contractor won't take away your water heater, and tell them you want your buyback of $265.00 plus HST waived, so you can just put your old tank out for regular garbage pickup."

"Sounds amazing," I said, "how do I call customer care?"

"I'll transfer you," he said, and I closed my eyes in prayer.

Customer care, once I'd advised them of Andre's great idea, said, "You have to write to the office of the President."

What does Joe Biden have to do with this, I wondered.

I sent the email to the office of the President of Enbridge. Two days later they wrote me back, letting me know the buyback fee had been waived and I could dispose of my old 'heater any way I wanted to.

I lost about two hours of my life to waiting on hold, but gained $300. Was it worth it? You decide.

Thanks for reading!

Have a great week!

Karen

Before August 4, 2021

After August 4, 2021