How to Annoy Customers While helping Them
The smart grid is coming to Vermont, and Central Vermont Public Service Corp (CVPS) has offered rebates to its customers who use either Rate 11 or Rate 13 power-saving meters. These are older technologies that will be rendered useless unless a new device is added, so CVPS is reimbursing customers for the expense.
So far, so good.
To get the rebate, you have to fill in a rebate form and mail it with a copy of your expenses. But if you use both Rate 11 and Rate 13 meters, you have to fill out two different rebate forms, with exactly the same information.
By the way, only one of these forms is available on the CVPS web site.
Why is CVPS forcing customers to essentially fill out the same form twice? Because, says one of their customer service reps, “We need both forms.”
Thanks for the explanation.
(In the spirit of complete disclosure, CVPS has some very nice people working there, and in most cases they are very accommodating.)