IN THE DARK

In light, or lack thereof, of the recent power outages, one would expect to deal with the difficulties of spoiled refrigerator contents, showering in darkness and extensive restaurant bills. These temporary inconveniences are essentially unavoidable. However in such a time where a customer is paying for an interrupted service that is effectively necessary for everyday life, there are certain inconveniences on which one does not count.

When the blackout began, I called my provider, Duquesne Light, and heard a recording with an anticipated restoration time in the same day. What a delight it was to hear that in a matter of hours my power would be restored.

After several days passed, I called to talk to a customer service representative. I was reprimanded on several different occasions over the next few days for thinking it necessary to call and ask if the predicted time for restoration of power would become reliable. I am not certain which was more upsetting: being reprimanded or being told that the recording is obviously not reliable. When asked if anyone knew if there were reliable time, I was once hung up on and once told that perhaps I would like to get into the long line of persons waiting to be considered for a callback from a supervisor.

Why does Duquesne Light feel that inaccuracy, rudeness and incorrect information are the best tactics for the initial response to customers who are literally waiting in darkness?

DEAN KOKANOS, Brentwood