| I own a flat in a listed building in central Dundee, but work in London most of the year. On a recent visit to my flat I found the stair lighting was not working and had to fumble my way up and down the stairs in pitch darkness.
The other three flats are occupied by students who told me the lights had been out for five months.
Having checked the bulbs were okay I tried phoning Scottish Hydro Electric to have the stair lights repaired.
After pressing umpteen buttons I was advised by someone in a call centre that if I asked for an engineer to call and he found it was not their equipment at fault, I would have to pay the call-out charge.
A visit to the Hydro shop in Whitehall Street proved fruitless — no-one there had the first idea what I should do, “Why don’t you call the call centre?” they suggested helpfully.
So I tried again, and this time found myself talking to someone in Portsmouth. He had no idea how to contact the Hydro Electric depot in Dundee.
After I discussed — from my desk in London — with this chap in Portsmouth how I might have the stair lights fixed in Dundee, he said he would ask one of his managers to “take ownership” of the problem and call me.
Guess what? There has been no call.
So, can the Tele help solve the riddle of how to contact a Hydro Electric engineer in Dundee? — W. S.
A spokesman for Hydro Electric said, “We are extremely disappointed to hear your reader has not received the high level of customer service for which we are known and we would ask him to contact us on the number that follows, so we can help resolve his problem.
“This appears to have been an unfortunate misunderstanding. We would advise anyone whose stair lighting is not working throughout the entire building to contact our Emergency Centre on 0800 300 999.
“An engineer will attend to check our fuse, which controls the stair lighting. If this is found to be the cause of the problem then it will be replaced.
“However, if it is not the cause of the loss of power, the property owner will be advised to contact a qualified electrician to check the rest of the stair lighting equipment.
“If the properties are owned by the local authority or a housing association then they will send an electrician to check the equipment.”
|