Supply quality interfering with speakers (C/2004/4353)

Mr M lives in a beach resort. When his expensive home entertainment/theatre system was set up, there was a loud hum through the speakers. He contacted the manufacturer and was advised to check his power supply. He engaged local electricians, but they were unable to fix the problem which was identified as low voltage, occurring particularly on weekends.

After much discussion and some monitoring of the voltage variation, the electricity distributor arranged for a consultant audio/electronics engineer to look into Mr M’s concerns. The consultant made a number of recommendations which Mr M implemented at considerable personal cost, but the problem remained. Frustrated at this, he contacted EWOV.

During our investigation of the matter, the distributor arranged for monitoring of the voltage variation. This was undertaken on several occasions, with mixed results. Finally, it was agreed that a multi-disciplinary group from the distributor would visit Mr M’s home to undertake a site inspection. As a result of this inspection, the distributor reviewed its approach to the case and moved to resolve it.

The distributor apologised to Mr M and acknowledged the problem with voltage variation. In addition to compensation for over $3,000 in costs he’d incurred, Mr M was provided with a power conditioner which would enable him to manage future voltage variations.

In the initial stages of this investigation, the distributor spent considerable time refuting Mr M’s claims. Considerable cost and customer frustration could have been avoided if it had taken more time to understand his concerns. A fresh approach to the problem, and to the customer’s needs, following the site inspection resulted in an expeditious resolution to the satisfaction of both parties.