Small miracle happened today - left a message for my MLGW commercial account rep about a disputed transformer charge, and she actually called me back within two hours! Not only that, she had already pulled the account history and had answers ready. Either I'm dreaming or they've really stepped up their customer service game. This used to take weeks to resolve. Anyone else notice improvements at MLGW lately?
MLGW account rep actually called ME back!
Reggie, you might want to buy a lottery ticket! But seriously, I've heard they brought in some new management in their commercial division. Maybe it's starting to pay off. TVA has been pushing their distributors to improve customer service, so that could be part of it too.
Terry's right about the new management. I've got a contact at MLGW who mentioned they've implemented some kind of tracking system for consultant inquiries. Apparently they're being measured on response times now. About time!
This is great to hear guys. MLGW has definitely been more responsive lately. I think the new customer service metrics Tony mentioned are making a real difference. They're actually competing with the private utilities now on service quality, not just rates.