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An electrical fire in my apartment has recently forced me out, but I was lucky enough to find an apartment in the neighborhood that I can move into immediately. Taking the grand tour with my new landlord on the day I signed the lease (yesterday), we went to the basement to check out the electric meter where we found an RG&E technician working on, guess what, the meter to my apartment. The landlord asked if it was possible, when the work was finished, for the RG&E tech to turn on the electricity and he said, sure, as long as I called RG&E right away to make the account transfer.

That was easy.

But it wasn't. I phoned RG&E right away to make sure they had my new info, and was told that the next available appointment to schedule my electricity turn on was a full week away. I explained my chance meeting with the tech, the promise to turn on the service, etc. etc., so even though I didn't think I would need the appointment, I made it anyway, you know, in case there was a screw-up.

So, there was a screw up. Checked back late yesterday and again today and . . . no electricity. Called RG&E about getting an earlier appointment. Considering my fire emergency, the discussion with the technician and the fact that my lease had already started, I figured surely there must be some way to expedite a situation in which there was a need for speed.

Wrong.

The customer service rep and supervisor I talked to both made it sound like my request was completely unreasonable, and were both shocked at my suggestion that perhaps occasionally an RG&E service call might run contrary to the precision of a Swiss watch; and that there might ever be a bubble of extra time in a schedule into which an extra service call might be added because a customer was in need. I was invited to call back to check for a (rare) cancellation, but the idea of RG&E having a waiting list for situations like mine was beyond the comprehension of the two RG&E people I talked to.

Finally: why do they call it 'customer service?'

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

Rochester Gas Electric Cons: Customer service.

Location: Rochester, New York

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