Customer Service Top Priority at AES

By Chris Schweitzer, Auburn Essential Services

Customer service for existing subscribers is a priority for us at AES. In addition to quickly responding to any inquiries that we receive via our customer support center, we make it a priority to keep you informed about things that may impact your service, such as maintenance or planned power outages.

We commonly communicate with AES subscribers via email alerts and bill stuffers. Now, we’re launching more communication media to provide real-time updates and engage customers in two-way conversations. Beginning today, you can follow AES on Twitter at @AuburnIN_AES. We’ll tweet updates, service interruptions, system maintenance checks and more. You can also provide us with your cell phone number and carrier and we can text via SMS alerts.

Because of the sophistication of our fiber network, we generally know about an outage or other problem even before customers report it. We’re able to see when and where disturbances are—even when they are with your local equipment. As a result, we try to let you know about problems as soon as they are detected. However, if you have an issue and you’ve not heard from us, please don’t hesitate to contact us so we can remedy the issue as quickly as possible. In fact, a lot of the time, the issue can be fixed over the phone. That’s what Chris and Beth Bolinger recently discovered.

Their area of town experienced a power outage, which, in turn, impacted their local equipment. When Chris called AES customer service for assistance, the representative immediately knew where the problem was and helped Chris reactivate his AES services over the phone—all in a matter of minutes. Not only was Chris happy to have it resolved so quickly, he was impressed that the rep could help him fix it since he doesn’t consider himself very savvy with technology.

I’m not surprised, though. The AES team—in the field and at the customer support center—is dedicated to providing every customer with the best possible experience. I think that has a lot to do with the fact that we’re a local company. We mean it when we say that AES is your community network. Thank you for helping make AES an important part of this community.