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["Diane M. Kurilecz" <d.m.kurilecz AT ieee.org>]

Michael Thomas wrote:
>
> I'm in Raleigh, but still without power. We
> call the number for CP&L every day. All of
> our neighbors have power -- we are in a
> pocket of 3 houses without.
>
> Just wondering if anyone out there has
> any advice for dealing with CP&L. Their
> story yesterday was that everyone in
> Raleigh would be turned on by midnight
> last night.

Call the toll-free number (1-800-419-6356) first -- it has more
capacity, and will definitely get your phone number from the switch.
Place your call from your home number, if possible -- it's a lot quicker
if the system can do the phone lookup -- otherwise, key in your home
phone when the VRU script asks for it (yes, you can list your cell
number as your home number).  If you don't hear a message indicating
they have correlated your phone to your account, tell the Customer
Service Representative (CSR).  Stick around on the phone, all calls are
placed in a queue and handled according to the order they were received.

Have your account number handy -- most of the time, they're just
checking it against what they see on the screen, but they need to make
sure they have the right account.

If someone in your household requires electricity for a medical device,
tell the CSR.

Keep in mind that CSRs are working 12-, 18-, or 24-hour shifts (as are
linemen, dispatchers, and computer staff).  Some folks don't leave the
building until the storm is over (yes, there are showers).  The regular
CSRs are supplemented by managers and other employees from other
locations, and some are unfamiliar with the systems and procedures.

If the CSR with is unable to satisfy you, ask to speak with a
supervisor.  Move up the chain.  Be firm, but polite.  They're handling
hundreds of calls, and many folks who call give them a hard time.  It is
a tough job.  They really do care, and they want to see your power
restored as quickly as possible.

Good luck!

***diane

--
Diane M. Kurilecz          d.m.kurilecz AT acm.org
Readercon                  http://readercon.org/
Trinoc*coN                 http://trinoc-con.org/