National Grid: My thought is that it would be helpful to have...
A National Grid customer review by GetHuman user ~andyj from November 21st, 2017
Background on ~andyj's case
GetHuman: ~andyj - can you tell our other National Grid customers when your case took place?
~andyj: Yes. It was evening, on November 17th.
GetHuman: Did you reach out to National Grid, and if so, how?
GetHuman: And which of these common National Grid customer issues best describes the reason you wanted to talk to them?
(Shows ~andyj a list of common National Grid problems)
~andyj: "Cancel Service" was why I was trying to call.
~andyj's review of National Grid customer service
GetHuman: So how would you sum up your experience for GetHuman's National Grid customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~andyj: My thought is that it would be helpful to have a separate phone number to call about emergencies vs standard services. That way power outages and wires down would have a hotline number to report these quicker in an emergency rather than on the same line as general service questions. Do you have this? So far we have had to notify *** only about downed wires and your customer service for outages. The response to power outages or downed wires has been terrific on Plum Island MA --but I discovered that the police had to use their time to call you when I could have----Even pre-Irene. I also have noticed that you have improved in the quality of service for Amesbury residents over the years. Thank you
GetHuman: Let's quantify your experience contacting National Grid. On a scale of 1 to 5, how easy is it go get help on a National Grid problem?
~andyj: I'd give them a two out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~andyj: I'd give them a three out of five on communication.
GetHuman: And what about National Grid's ability to quickly and effectively address your problem?
~andyj: For that I would say four out of five.
GetHuman: And finally- any advice for other National Grid customers?
~andyj: Call them early in the day or late. Don't forget any personal or account information you might need for National Grid to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~andyj taken from his National Grid customer service problem that occurred on November 17th, 2017.