MLGW gives strong reaction to negative report - WMC Action News 5 - Memphis, Tennessee

MLGW gives strong reaction to negative report

Officials at MLGW reacted strongly Friday after new survey claimed the utility is among the worst in the nation.  The report comes only six years after the utility was named a top utility by the same firm, JD Power and Associates.

MLGW has faced several obstacles since 2000's favorable report.  The summer storm of 2003 left MLGW customers without power for days, while appointment of utility president Joseph Lee in 2004 was controversial because he had no previous utility experience.  Those two public relations problems may have soured public perception of MLGW.
Friday, MLGW President Joseph Lee disagreed with the report.

"We don't feel it was accurate in terms of how we have done over the last year," he said.
Lee pointed to improved wait times on customer calls, cut from an average of four minutes three years ago to 30 seconds now.
MLGW communications official Janas Jackson suggested the media may be part of the problem. "There have been some inaccurate information communicated to the public," she said.
Customer Patricia Meredith said she was inclined to agree with the report, saying rates are too high.

"My latest bill was three hundred something," she said.  "It hits hard, because I don't think it should be that high."

MLGW officials said their rates are among the nation's best.  Utility officials said their biggest job now may not be better service, but to convince customers that their current service is better than they think.

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