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Customer Service Sanity Check #227
Pay Phones
by Ray Strackbein
In the days before cellphones, the California Public Utility Commission (CPUC) was closely monitoring one particular telephone company. Customer complaints were high and service was poor.
This constant pressure, monitoring, and reporting by the California Public Utility Commission frustrated and embarrassed that telephone company. It was a vicious cycle: newspapers reporting on CPUC
reports about customer dissatisfaction and poor service by that telephone company spawned letters to the editor and even more "me too" reports.
Of special concern were payphones.
People complained that there were too few and what few there were often didn't work. People witnessing a or involved in a crime or accident often spent precious time looking for a working payphone.
People without cellphones use payphones to call for help while away from home.
Whenever I find a bad payphone, I usually take the time to report it. Most telephone companies ask me for the telephone number, location, and description of the problem. Reporting problems to
those companies is fast and easy, but not one particular telephone company. They just didn't get it.
Here is a typical report:
"Repair Service, may I have the telephone number of the phone you are reporting?"
"(123)555-1234. It is one of your payphones outside at the corner of Main and First in Podunk, California. I can't get dial-tone."
"Sir, there are many payphone companies and it probably isn't ours. Did you check the number to report problems to?"
"Yes. This payphone has your company's name on it and it says to dial 611. That is what I did. I am in a hurry. Goodbye."
"Sir, can you please tell me exactly where the phone is located."
"It is an outside payphone on the northwest corner of Main and First."
"Sir, can you please give me the exact address?"
"There is no address. This phone is outside on the northwest corner of Main and First.
I am doing your company a favor by reporting that one of your payphones doesn't work. I am in a hurry. I don't have time for this. Goodbye."
"Just a minute, sir. I need your name."
"You don't need my name -- just fix the phone. I am in a hurry. Goodbye"
"Sir, we need your name so we can contact you for access."
"You don't need me for access. The phone is outside on a street corner. Goodbye"
"Twenty-four hours a day, seven days a week.
The phone is outside on a street corner. I really don't have time for any more questions. I am late. I am doing your company a favor by reporting this problem. I really have to go. Goodbye."
"I see, sir. We will have the telephone fixed by 5:00 p.m. next Monday. May I have your telephone number so we can call you back to verify the problem is fixed?"
"I don't care if you never get it fixed. Goodbye."
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Copyright © Ray Strackbein
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