Letter: Bad experience with PSEG's phones
A PSEG repair truck is seen on March 5, 2014 in East Hampton. Credit: John Roca
After repeated emails, bill inserts and news stories about how PSEG Long Island is so much better prepared to communicate during an outage, this morning I got to see the results firsthand. I woke up to a power outage ["No power for 1,600 residents," News, Nov. 3].
I called the toll-free number, and on my first attempt all the circuits were busy. On my second attempt, I had to navigate through a voice menu that took more time than I wanted to spend to let them know I had no power.
The system couldn't find my records based on my phone number, even though I recently updated it after receiving an email on storm preparedness, and I was sent to wait for a representative with "an anticipated wait time" of two minutes.
After 63 minutes of waiting, I received the response, "Your call cannot be completed as dialed," and I was disconnected. I wonder what the response would have been if PSEG hadn't spent nearly $11.6 million on a new phone system?
Joseph Cortese, Franklin Square
