City West Water
5 reviews
My experience with Greater Western Water's customer service has been extremely disappointing. The online chat service appears ineffective. I waited for over 45 minutes, was repeatedly transferred between different agents, and received no resolution. The chat frequently displayed messages such as "Sorry our wait times are longer than expected. You will be connected to an agent shortly. You are 8 in the queue." although I have 2 different agents responded prior to that message, and keeps rolling on again and again until I closed the chat. The phone service is very bad "Expecting high demand" and "All operators are busy," leaving customers with very limited support options. To make matters worse, there was an issue with my account ownership that was never properly resolved. Although the account was no longer in my name, my email address remained attached to their system, and staff were unable or unwilling to correct the problem. Overall, I found the customer service to be inflexible, unhelpful, and lacking genuine interest in resolving customer concerns. The systems and processes appear poorly coordinated, resulting in unnecessary frustration and wasted time.
Terrible Swindlers – CWW changed my payment reference number without telling me. Very unhelpful with having the payment reversed.
Misguided information was provided by customer service – Water meter was installed into a new property before the construction of house was started. Since then water was leaking from the pipe underground (between water meter and underground water supply). I called Greater Western Water three times in a space of fourteen months from November 2022 to Jan 2024. Each time i was told that they will only repair faults if it was between meter and the tap. So, i lodged a fault online into their website and they sent their technicians to fix within weeks. The water leakage is resolved now. This tells me that the person over the phone was misguiding me by not providing the correct information. Greater Western Water should hire people at the desk who is competent.
Broken customer service – Renamed Grater Western Water. This service provider is broken like any other semi government body. How did we get here you may ask? No competition. That's how! Cons - The online registration asks for 13 digit account number and the bill only has 12. Failed to create account. - Online chat portal un-available - possibly permanent. - The online concision registration form missing few suburbs and year 2022. Unusable. - Contact centre menu broken. Possibly Temporary. - "Expecting high demand" "all operators busy" long wait! ON A RECORDED MESSAGE really? - You don't have other options.
Pros You get your water and bills on time. Staff - however many there are - are doing their best.
God help the elderly.
Pretty bad service – Their service is pretty poor, i have the online bill option, called 3 times and still not getting the email bill, they dont have online log in or chat either!
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