Interactive Customer Evaluation

Interactive Customer Evaluation

Comment Regarding Housing:

Why doesn’t the housing office do something about barking dogs at 4:30 in the morning? This is not acceptable. If owners leave their dogs outside after hours they should be fined or held accountable. People work shift work!

Response:

Thank you for bringing this issue to my attention. I empathize with your situation and agree that dogs barking incessantly, especially in the middle of the night, is unacceptable. If you’ve already had a discussion with the owners of the dogs and have not been able to reach a solution, please visit the housing office to file a complaint. They will investigate the issue and work with the offending resident to resolve the problem. If barking persists after hours, please call security at 624- 5225. As a reminder to all residents, quiet hours are 2200 – 0700. To further discuss this matter, please contact the Housing Director, Peter Faulk, at DSN 624- 4070 / COMM 095-56-4070.

BZ Regarding Economy Housing:

The PCS process is inherently stressful, especially when going through the economy housing process. I was unfortunate enough to have an exceptional experience where, after living in my new house for just over a month, the utility company decided to “switch out” my gas meter. The “switch” meant that they removed one, and said they would come back later to install the new one. My gas was turned off for the duration, meaning no hot water, no cooking, and no heat. Initially, it was a two day window. Then it turned into “by Friday night.” Twelve days later, I was still without gas and no one could figure out why. The housing office bent over backwards as an advocate for me. Specifically, Ms. Monica Drago, Ms. Simona Tringali, and Ms. Antonella Amore spent a significant amount of time on the phone up and down the corporate ladder, even staying after hours, to ensure the quickest possible response from the utility company. In-processing is stressful, but housing does their best to ease the pain. Thank you, Housing!

Response:

Thank you for your positive comments regarding our housing department employees. They often go out of their way, even after working hours, to assist NAS Sigonella with urgent housing problems. One of the most common issues living in economy housing is utilities. Recently, the Italian government’s deregulation of utilities has splintered the utility companies into many smaller businesses. Unfortunately, this has resulted in misinformation, confusion, and patchwork customer service from the companies as management changes hands. Please bear in mind that until the dust settles, residents may encounter issues such as removal of gas meters, disconnection of power, and billing issues. The housing office will continue to diligently help residents navigate these problems. For any future concerns, please contact the Housing Director, Peter Faulk, at DSN 624-4070 / COMM 095-56-4070.

Comment Regarding MWR:

I have a concern about accessibility of MWR trip sign ups. Since the majority of MWR’s target audience, single Marines and Sailors, are located on NAS II, why do we have the least access to sign up for trips? On multiple personal attempts, I have gone to the NAS II MWR facility to sign up for a trip. I then get told by the individual working that they don’t have access to the system to sign us up. Why are the staff unable to do parts of their job? Instead, we get told to go to NAS I to sign up. For many of us, that is incredibly difficult with our work schedule and lack of adequate transportation. Ultimately this leads to the most-desired trips getting booked by families and unaccompanied service members miss out. This has a negative effect on morale.

Response:

Thank you for taking the time to identify this problem. I apologize for the inconvenience you experienced in being unable to sign up for an MWR trip. Unfortunately your issue resulted from an isolated staffing change and is not the standard when it comes to signing up for MWR trips on NAS II. MWR is already working to ensure the problem you encountered doesn’t happen again. Our intent is to maximize access for everyone at NAS Sigonella, and so having registration options at both NAS I and II is critical. In addition, I’d like to highlight a third registration option: online. You will need to first register in person at an MWR facility to get an account user id and password. After receiving those, please visit https://myffr. navyaims.com/ and click on “Navy Region Europe, Africa, Southwest Asia” to access all of the trips offered at MWR Sigonella. This option should eliminate a lot of the inconveniences in the registration process. For any future concerns, please contact the Liberty Center Manager, Marissa Johnson at DSN 624-5187 / COMM 095-86-5187 or marissa.johnson@ eu.navy.mil. This will allow MWR to resolve any issues on the spot.

BZ Regarding NEX:

Recently, I ran into the exchange for something I desperately needed just as they were closing. They kept one register open for me and allowed me to make my purchase. Although I’d like to see longer hours on the weekends, I’m very grateful for the staff assisting me.

Response:

Thank you for sharing your feedback regarding your recent experience at the Sigonella NEX. Customer service is an important part of the NEX mission and we are happy to hear that our employees are being helpful to customers. Regarding store hours, the NEX management team is looking into whether there is a demonstrated need to adjust them. For any future comments, please feel free to reach out to the NEX general manager, Ms. Teresa Goley, at Teresa.Goley@ nexweb.org or DSN 624-4278.