BWL Customers Report Call Center Problems - WLNS TV 6 Lansing - Jackson | Your Local News Leader

BWL Customers Report Call Center Problems

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LANSING (WLNS) – The Lansing Board of Water and Light said on Thursday it is looking into problems with its call center that prevented some from getting through during a brief power outage that knocked out service to about 2,500 customers.

The outage happened around 10:45 a.m. on Thursday; BWL officials said they have not yet determined a cause.

BWL customer Sheena Eastman said when her power went out, she tried calling the general customer service line, but when she was prompted to report an outage, she was disconnected. She said she tried several times with to no avail.

"I was really hoping that they would have learned something from December and get all their systems and technologies in line that we could report outages or get information," said Eastman. "I'm kind of dissatisfied."

Eastman then tried the utility's new toll-free number, but said when the automated system was not working properly either. "It kind of felt like we were reliving the December episode with the ice storm again," said Eastman, who was without power for eight days during that storm.

Company spokesman Stephen Serkaian said the company is aware of the problems, and is working with its call center vendor to run tests on the system. Serkaian said so far, they've not been able to find any issues, and are confident the toll-free system is fully functional. 

Officials said all power has been restored to customers who experienced outages. 

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