Deml

Direct Energy – Furnace/Boiler cleaning
Sep 8, 2011

1. The time window for the service call of 4 hrs was too large, 8:00 AM -Noon. Why couldn't they offer 2 hr windows, eg, 8:00-10:00 or 10:00-Noon?

2. The technician telephoned 15 minutes before he came, which was great. It allowed me to dress and prepare for him.

3. While he was cleaning the furnace, the technician should have explained what he was doing and what he was checking for. It costs Direct Energy nothing to have the technician relate his work to the customer but would make the customer feel that he was getting proper service and that the technician knew what he was doing. I stood and watched but the technician did not tell me about the condition of my furnace or the checks he was making.

4. If the technician had explained his work as he was doing it, I could have marked everything in the survey as Excellent.

I hope my observations help Direct Energy become a better company.