FirstEnergy filed rebuttal testimony in the General Investigation case yesterday that can only be described as desperate.
FirstEnergy even stoops so low as to single out its customers by name and call them liars. I really hope that FirstEnergy's electronic billing data was not adjusted to hide the truth, as one of those accused of being a liar claims. Does FirstEnergy really want to put its computerized data up against someone's paper bills in a civil suit?
FirstEnergy also admits that it was taking names at the hearings and browsed through its call recordings to see who was rude to who. Without giving any examples, FirstEnergy claims that the customers were rude because they didn't like the answers they were given. Maybe that's because the answers were factually incorrect or completely unhelpful?
FirstEnergy's customer service supervisor guy comes across as arrogant and hateful toward the customers he's supposed to serve. Nice touch! That pretty much illustrates the source of the customer service bad attitude. That's a shame, because there actually are (or were?) a couple of nice people at the call center.
One last thought, FirstEnergy, but I'm sure you're well aware of this already. The long hold times do not come at the beginning of the call under your ASA statistics. They come after your "rude" customers get an incorrect or unhelpful answer from the CSR and ask to speak to a supervisor. That's when they are put on hold for periods up to one hour, hoping they will hang up and go away before a supervisor deigns to pick up the phone. Go ahead... listen to a few calls... you desperate little creatures.
What an admirably nasty, last ditch effort to pull your corporate keister out of the fire. It's hot, isn't it?
It's guaranteed to be quite a drama. Don't miss it!