pon jo

Review of Metro Water Services

Website is bad, automated system fails and takes t...

Website is bad, automated system fails and takes too long to get through the call tree. It wouldn't be as big of a deal if it didn't take 10 minutes before it failed or said why so I know if it is user error. Customer service takes forever which is always a staffing issue. Sounds like failing leadership if they haven't addressed either issue in now 5 years of using this service.

Here is a hint. If you can't figure it out then outsource it, making these systems is hard.. a lot of companies already have and have competent enough leadership to resolve these very basic issues.

At least for non commercial or non government accounts. there is nothing special about my consumer water usage or bill evidenced by the fact that anyone can pay my bill via guest pay. and 30+ minute customer service hold times is unacceptable for a service that i am paying for.

If your website or automated system worked properly you wouldn't have so many people calling in which would help with hold times.

your automated payment call tree asks for the same information multiple times and fails with generic errors. This isn't a rare occurrence and as I mentioned takes too long to get to this point. Repeat all the cc info and address at 1 time at the end with another sub tree to correct errors or continue.

Your website allows for password changes but doesn't accept the recently changed password using the link that your email provides, resulting in account lockout..After 20 minutes the new password on the website updated.

customer service (fantastic cs reps) can't process payments. This should be mentioned in the email instead of a link to immediately log in which results in account lockout.

Overall bad experience and not because of the cs reps, it is the systems and processes. Again I am paying for this service.

Hope this criticism helps you improve.