Here is an update on issues with the Seattle City Light phone system experienced by many Pinehurst neighbors in early January. From Kelly Enright at Seattle City Light:
We have uncovered a couple of the problems and are currently working on both on process and technology to resolve them for the future.
One problem we discovered is with the Interactive Voice Response (IVR) system. If the system does not recognize the number a customer has entered, it will forward the call to a customer service rep. If the call center is not open, it will direct you to one of the other lines ( the outage line and a customer line). Unfortunately during the time you called, the Call Center personnel did not arrive for quite sometime and the calls were coming into the Seattle City Light Customer System Control Center where they are trying to monitor the electrical system, dispatch crews, and answer the phones. These particular phone lines can only handle one call at a time. The call volume at the times you were calling in was so heavy and with only one Dispatcher handling the calls for SCL, customers were recieving busy signals or dropped calls.
We are working on a plan to resolve this problem, our follow up meeting is scheduled for February 2nd. At that time I can provide you with our game plan to correct the situation from both a short term and a long term basis.
I am very disappointed at the information received. I am without power was told it was coming on today in which no one has came. I am disabled and my son has asthma. We cannot live in these conditions and have no where to go. I now have throw away food, because I am still without lights…..