When a guard light is replaced with a different type of light a new ESID has to be established for the new install. This process is confusing for the customer and creates an overall poor customer experience.
Next Step:
TX SET discussed NRG’s issue. NRG will consider issue closed at this time.
TDSPs stated that each type of light is tied to a specific rate. Each TDSP’s system ties one rate to each ESI ID / Premise.
Background
Status:
Closed
Date Posted:
01/23/2017
Sponsor:
NRG
Urgent:
No
Sections:
814_20
Description:
Currently the process requires the customer to perform an additional MVI while they are an existing customer. This causes the customer to be confused and some cases delays in completing the new the MVI. We feel this creates a poor customer experience.
Reason:
Maintain the ESID and not require an additional MVI from the customer.
