Adam Kalsey

This is the blog of Adam Kalsey. Unusual depth and complexity. Rich, full body with a hint of nutty earthiness.

Business & Strategy

Customer callbacks

29 Jun 2004

I just called PG&E, my gas company, to get my billing address changed. For some reason the bills are still coming to an old post office box number that I used when I was moving from one home to another. Even though I changed my service address, my billing address wasn’t ever changed.

Much to my dismay, after wading through the voicemail options to get to the right department I was greeted with a message informing me that there was a one and a half hour wait to speak to someone in customer service. But the voicemail system provided another option. Instead of waiting on hold, I was able to enter a phone number and have a customer service person call me back in about two hours. Smart move on their part.

Update: It would have been a good idea if it had actually worked. They were supposed to call after two hours. It’s now been three and no call.

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