Lessons in Customer Service that Energy Australia Failed

Below is an email I sent to Energy Australia after having a poor experience getting my electricity connected. I am testing the power of social media to get issues fixed. Will it make a difference? We shall see!

"Hi Jarrod,

Thank you for responding to my tweet. I must say your company's customer service is possibly the worst I have experienced - ever. I called a week before I moved into my new place in Fitzroy and you said all would be well. It wasn't.

It's normally exciting moving into a new place. But moving into my place in the dark, no hot water and cold took the edge off the fun.
Aparently the 'excellence in customer service' you espouse on your hold messages doesn't apply to weekends. Your closed. Citypower was open and said you haven't sent them the order. Oops oh well your off having a fun weekend in front of your TV and heater.

If you have kids do you realise what it is like trying to care for them, in the dark, no fridge or food, hot water with boxes and furniture everywhere? I'm surprised we haven't had an injury in the dark.

Monday comes and your promise this time it will work. Not by the time I get home in the dark. Out for dinner again as my food spoils some more. No chance to shower again.

This time you REALLY promise by midnight - I wait up even though I have to be up early. It's really frustrating trying not to check the switch every 10 minutes. The disappointment grows every time. Hopes crushed. No power.

Up at 6am to have a cold shower, it's Melbourne and 6 degrees. I try to save my phone battery for my 7am presentstion to clients and hope I don't cut myself shaving in the dark. I can't iron a shirt but do my best to look ok.

Jarrad, you know what the worst part is? Not the endless hours on the phone, distraction from my business, cost of food, being cold, kids frustrated. The worst part is all the joy of moving into my new house was lost when my partner spent her first night crying herself to sleep over the frustration of your incompetence.

Perhaps you could sent the right order to connect today. That is your only part in the process it's amazing you can't connect power."

Has anyone had a great experience with an energy retailer? I would be keen on your thoughts and what an average consumer with no real power can do to get support for what is an essential service. Advice and stories welcome!


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Andrew Ford

Social Star, Level 4, Suite 402, 517 Flinders Lane, Melbourne, Australia

Marketing expert Andrew Ford, the founder of Social Star, has discovered the secret of ‘Powerful Branding’. With a fire for unleashing people’s inner brand and developing business models to generate profit from an individual’s passions, Andrew leverages ground-breaking digital and social media marketing techniques to create digital strategies for clients to attract maximum opportunities. Having established a strong name for himself in the field, Andrew blends traditional business techniques with now-necessary tools for entrepreneurs to achieve scale, quality, and influence in their niche. Andrew’s comprehensive business background and qualifications consist of a Bachelor of Business (Marketing) (RMIT 2003), a Graduate Certificate in Management (MBA Executive Program, University of Sydney 2005), and a Masters of Entrepreneurship and Innovation (Swinburne University 2011). Continually on the cutting edge of his own education, Andrew has tested his marketing theories in forums such as the BCG Business Strategy Competition, which he won in 2005 against all Victorian MBA schools, and the Venture Cup Business Plan Competition (Swinburne University 2003), which he won in the Masters category. With experience working at Hewlett-Packard, Sensis (Telstra) and IBM, Andrew also has mentored dozens of junior staffs to help them achieve their professional goals. Meeting and influencing high-profile public figures helped Andrew to realise just how many professionals require more understanding and control of their public brands or appearance, and need help with the skills to use the many amazing free tools at their disposal to generate success. At Social Star, Andrew consults with clients to uncover their personal brand – both where it is today and where it can be tomorrow – and refine and define how that should be displayed in social media in order to attract their perfect target audience. Andrew mentors his clients to rapidly grow their business’ audiences, resulting in larger potential client bases and higher revenue. Applying formulas that integrate over twenty years of Andrew’s business experience and fifteen years of formal business education, Social Star specialises in building clarity and velocity for clients’ brands using the ‘Understand, Build and Leverage’ methodology. ‘Having a Personal Business enables people to have an authentic, congruent connection with their valued clients and partners, using their brand as the bridge,’ says Andrew. ‘I’m highly driven to work with the new breed of entrepreneurs and small business owners – people who have a passion for making the world a better place. Traditional business models are stepping aside as people follow their innermost dreams and my role is to see them operate within their values while creating wealth. Some people think you have to sacrifice what you love to be successful in your business, yet it is actually the opposite. Follow your passion and success will come.’ Lecturing at Swinburne University from 2009 to 2011 on brand dynamics and digital marketing, presenting at numerous conferences, and consulting to hundreds of clients, Andrew has seen his philosophy work that if you follow your unique path, based on your skills, experience, values and goals, you will automatically attract the opportunities you desire and achieve the success you deserve. Living his mantra, Andrew has created a successful business and attracts high-profile clients including musicians, athletes, authors, models, entrepreneurs, professionals and small business owners, helping them find their ‘why’ in their business and fulfilment in their lives. Business for Andrew is more than work, it’s personal. Running a personal business means that he is able to fulfil all of his values rather than separating his life from work. It supports his two boys while providing social opportunities, educational development, fitness opportunities, spiritual fulfilment and many valuable friendships. Social Star has now become the vehicle for Andrew to crystallise his mission in the world, to help people love what they do, supporting his ‘why’, that if more people loved what they did, the world would be a better place.