I wanted to post a follow to my recent post on Allegheny Power, the Maryland power company that got itself inot a bit of hot water recently. Reference my original post here. I want to start by thanking everyone who read the post and passed it on. We generated a lot of page views (thousands) and a lot of support. It really was, as my friend Andrew said, a case study in social media and using it as a tool.
Now I cannot prove we had anything to do, but some of the comments were great and provided tools to go file complaints. Appreantly the uproar has made difference. According to the Frederick News Post
Allegheny Power took full responsibility today for inadequately notifying customers they would be charged for two lightbulbs sent through the mail as part of the program.
“Allegheny Power accepts full responsibility for the customer confusion and delivery issues,” Allegheny President David Flitman wrote in response to a letter from members of the Western Maryland delegation of the General Assembly.Allegheny sent 220,000 customers two energy-efficient bulbs, billing $11.52 for them in 12 monthly payments of 96 cents. The move prompted outrage and complaints to the state’s utilities agency, the Maryland Public Service Commission and the power company that the charges were not clearly explained.
Many customers believed the bulbs were free.
The letter, sent Friday by the delegation’s Chairman Delegate Bob McKee, said, “The manner in which this campaign was carried out has been and continues to be a public relations debacle for Allegheny Energy.”
Flitman — saying the company “has heard loud and clear the concerns” of lawmakers, the Public Service Commission, customers and media — wrote that the power company was working to address customer complaints.
Allegheny has been ordered to appear at a Wednesday hearing of the PSC to review and explain the program.
“We stand ready to take whatever corrective actions are deemed necessary by the commission,” Flitman stated.
I am so happy that action is being taken. As stated above, Allegheny has to be present this week in front of the Maryland Public Service Commission.
Thanks for the help everyone
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Sorry missed the call to action on this one as I was out of action. I just found out DelMarVa did the same thing to their customers on the eastern shore too…must be an “electric company 2.o” marketing plan. How to interact with your customers.
Great news. We have to give credit to the Maryland Politicians also for acting fast.
Updated my post at :http://readythoughts.blogspot.com/2008/01/is-this-maryland-power-company.html