Letter of the Day | JPS customer service fallen off the grid

THE EDITOR, Madam:

During the passing of Tropical Storm Grace, in the heavy downpour my neighbour brought to my attention that there was fire on the Jamaica Public Service (JPS) light pole in my yard. We quickly sprang into action and called the JPS Customer Service hotline and was placed in a queue at number 40. I held on as long as I could, until I was able to recite their jingle word for word. I then decided to use their app to report the fire. I was delighted when I was given a report number, only to see a message popped up saying the app was NOT ABLE to process the report. I then sent an email detailing the fire, along with a picture. Well, thank God Grace passed quickly. The next day, I received an email telling me that for such emergencies I should use the app or call customer care. Up to that time, JPS had not visited the premises.

On August 25, I awoke at 4:30 a.m. to a bright orange light flashing at the side of my neighbour’s house. I was curious as it was raining heavily. Upon walking around inside I couldn’t see what was causing the light, so I ventured outside. Lo and behold, fire was again on the said pole. This time it was like a blowtorch lighting up the night skies. I used the app, sent an email and called customer care. This time I was lucky to be at number 12 in the queue. Up to writing the letter at 10:16 p.m., JPS had not come to the premises to inspect the pole.

How come JPS was not able to dispatch a technical team to visit the site at such an emergency? How come I as a paying customer, am treated so nonchalantly? To top off my nightmare, I called both 911 and 110 and they both rang without an answer.

Since Kelly Tomblin has left JPS, we are left in the dark as to what is happening, and the customer service has fallen off the grid.

Help!

ELAINE ROSS WILLIAMS