BILL DeBOARD, Pasco
During a recent two-hour power outage, I called the Franklin PUD outage phone number. The recording told me I had seven callers ahead of me if I chose to wait. The recording stated an estimated two-minute wait time. I received periodic updates that there were four callers ahead of me. Finally only one caller ahead of me. Then the recording system kicked me out and I was back to, "There are seven callers ahead of you." I called back twice. Same result. Frustrating!
Suggestion: Put a human in charge of customizing the message during an outage.
The recording could have that stated: "You have reached Franklin PUD's outage reporting service. There is an outage reported in Richland from Lee Boulevard to Van Giesen Street. A separate outage also has been reported in parts of West Pasco in neighborhoods near Sandifur Boulevard. We estimate power to be restored by 10 a.m. Please call back for our on-the-hour updates. If you are reporting a different outage, please leave details when our recording starts."
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Using a details-oriented message would not overload the PUD's recording machine with repetitive messages as well as provide a valuable informative service to its in-the-dark customers.