January 11, 2008

How to reach an actual human at your utility company

Dear Consumer Advisor,
I get so frustrated every time I have to call my utility company! The phone menu rarely offers what I want and never seems to lead to a real live human being. Is there any way to avoid the endless phone menu and connect with someone who can actually help me?

Sincerely,
Wanna Person

Dear Wanna,
Automated phone menus are annoying and can discourage consumer complaints as well.

Here are some strategies to get past them:

(1) Pretend to be a preferred customer. Pressing the options for new service or business service can be the quickest route to a helpful customer service representative.

(2) Bypass the automated voice menu by pressing 0#, 0* or some combination of these symbols.

(3) Do things the old-fashioned way: instead of pressing anything, just hold. Many phone menus will simply forward callers that don’t use their touch tones to a customer service representative.

(4) Remember that any gas-related problems are potentially dangerous. If you are calling about a problem with your gas service, and you are not 100% certain it isn’t dangerous, don't hesitate to indicate you might be facing a hazardous situation.

When you’re making a call to customer service, you should also remember the following:

(1) Always document your call: record the date, time, reason and results, even if you didn't reach anyone. Be sure to complain to the CPUC (at http://www.turn. org) if you're not satisfied with your service.

(2) Although customer service representatives often claim they don't have direct numbers, always ask for one. If you get a number, you’ll waste much less time.

(3) If you are having a hard time reaching someone in person and your phone has a loudspeaker function, use it. That way you can put the phone down as you go about doing the things you’d really rather be doing.

(4) Persistence! Persistence! Persist-ence! Don’t let dreary recordings and other obstacles the utility companies put in your way deter you from seeking justice.

—Pia Lopez, Consumer Advisor

For more information, visit www.turn.org. Address your questions to Pia Lopez, TURN’s consumer advisor, at pflopez at turn.org.