First I ring their helpline and hit their IVR
Press 1 for a fault.
Then Press 1 for an urgent fault - I consider no power pretty darn urgent.
Turns out this is their Emergency only line. It would have been useful if their IVR had told me. At the second prompt I was supposed to press "3" which is for non-serious power outages. How is a power outage at 8:30pm at night non-serious?
Then when I lodge the issue they tell me I need to call 0800 200 444 as I need to speak to the lines company.
I call 0800 200 444 and end up back at the Genesis Energy helpline. By this point at 8:50 pm I'm a bit frustrated and want to lodge a complaint, but their are no managers free. The person I'm dealing with though is very helpful and puts me through to the Lines company.
Whilst waiting on hold for the lines company power is restored, but I"m them provided with a very weak explanation of the problem, substation fault in Henderson, and informed that my power isn't actually due on for another 30-60 minutes. They then pass me back to Genesis for more information.
Back a Genesis they say I need to speak to the lines company for more information. Yay.
So then I ask for a manager from their call centre to raise my issues and complaints. Turns out that they all went home just before 9pm whilst most of West Auckland still has a serious power outage going on.
The best I can hope for is for someone to contact me between 9am and 12pm tomorrow, and the actual Genesis call centre closes at 9pm regardless of any ongoing faults.
Any worries I had about a third world power network in NZ have now been fully confirmed. If anyone has a senior contact within Genesis or Vector with whom I can raise this with directly I'd really appreciate a PM. Meanwhile I'd love to hear if anyone else has had similar frustrations.