Deml

I knwo there are a lot of you who do not think much of Direct Energy, but I believe that it is the office staff that are the ones not very good. We replaced our existing water heater with a new tankless one last week. We had an appointment with two fine men...Jay and Phil, who spoke plain English and gave advise that we needed to understand. Once we confirmed the job with the office, we were thrilled that Jay and Phil came back out to do the actual work. Once again, they were courteous and worked very hard to do what was needed. It was a very cramped space that they were dealing with and had to run new lines, etc. I did not see them stop once during their time here and all that time, were smiling and friendly. Once they finished th job, once agian took the time to explain everything to us. I am just thrilled with these two guys and they should be a role model for other Direct Energy workers. Thanks so much Jay and Phil.
Now, saying that, I think the office staff...or "customer care" people should learn some manners and be patient with home owners like us, who may not understand all this technical stuff. In my being transferred from one place to another, I found that each of the people I spoke to did not show any patience or consideration to our situation. One customer service woman actually said to me that she would not help me because I was not a Direct Energy customer...meanwhile I have maintenance contracts with them, had the tank installed, had work order numbers, etc. She just seemed to want to get off the phone to let her nails dry or something. Once she passed me to yet aonther person, I did get the answers to my needs. Direct Energy need to spend some time with their customer service people and teach them something about customer service. This is their job and they should be considerate to people who do not have hot water, or a working stove, etc. Maybe cut their own service and see how they like being treated as if inconveniencing them. Once agian the actual workers, gave me the satisfaction I was looking for and why I reviewed them at a 10.