There’s no gag order in force here so I will say it now: I participated Tuesday night in a focus group on solar power with Rocky Mountain Power. The sandwiches were fresh, the seafood pasta was delicious, and the questions were lame. The moderator wanted a bunch of us who are solar power owners to tell Rocky Mountain Power what we think of their attitude and performance in dealing with solar energy consumers in Utah. I’m sure they got my name because I’ve made so many calls to them complaining about their terrible handling of my net meter installation (FYI: when I told the person assembling the group that it was happening on Earth Day, she had no idea). The consensus: they suck. And that’s the good news.
Remarkably, I’d returned home from a shoot earlier that afternoon to see an RMP meter reader emerging from my backyard. I took the opportunity to chase him down and tell him how awful our service has been from Day One (more than one year ago) trying to get RMP to install a net meter- one that sends our surplus solar power back to the grid for credit- and make it work right.
I told him, and later the focus group, that it took us six weeks from our installation to get someone from RMP to even get back to me. I said that it took until August, 2007- nearly five months- to get RMP to send someone out to install the net meter. And when they did show up, they didn’t know what they were doing, gave up and drove away. A couple weeks later, another RMP tech showed up and installed the new net meter, but not after looking at my panels, looking at my meter, wondering if he had the right equipment, calling HQ and finally deciding it was OK.
A few months later, after it appeared the new meter was working correctly, we were still receiving estimated bills. The meter was clearly not being read properly if at all. So RMP sent someone else out a couple of months ago to install a new net meter that could be read remotely, not requiring an ill-trained reader to look at the meter, scratch his head and walk away after recording another estimate. Unfortunately, the new meter has not helped as we are still getting estimated power bills and RMP is still unable to read our meter properly.
After the meter reader heard my sad story, he called his supervisor, got me on the phone with him and I related the whole story again. He told me they know my meter’s not working right or they just aren’t reading it correctly and promised they would get it fixed soon. As I finished my tragic but valuable tale to the leader of the focus group, I could tell she was tired of it and not interested in what I was tellling her and the RMP executives sitting silently behind the one-way mirrors. It was obviously not what they wanted to hear even though, according to their literature, it was exactly the reason the focus group was assembled.
Maybe something will come of my chance to speak to power, besides free cookies. It will likely be a minor attitude, political or business strategy shift that won’t affect me but hopefully future solar owners and installers. But all I could use now is a little, good, old-fashioned customer service, which you’d think is a whole lot easier than changing your entire company’s raison d’etre. My conclusion to the focus group: Rocky Mountain Power doesn’t understand solar power or renewable energy in general and they don’t care because that’s not their product. And as long as that’s the reality, RMP can hold a thousand focus groups and all they’ll care about is making more money burning cheap, dirty coal and keeping “nuts” like us solar owners off the public relations radar screen while they hold the people of Utah hostage.
Thanks, RMP. But every day that goes by, I want to just throw the switch on my inverter and never have to deal with you again.