Communication Breakdown? Powerless Residents Complain

By Diana Perez, WBZ-TV

WAYLAND (CBS) – While everyone waits for things to get back to normal, frustration levels are rising. One Wayland family says the lack of consideration and customer service from N-Star and other officials is making the wait for power even more difficult.

Two days after Irene swept through our state many are still in the dark, including the Michalczyk family from Wayland who lost power Sunday.

Susan Michalcyzk, a BC professor called N-Star immediately and says she hit the first of many stonewalls. “The communication is broken down,” she said. “You try to reach N-Star and you get automated reporters. Once in a while you a human being to answer, they say to call the local police (but) you call the local police and they say call N-Star.”

WBZ-TV’s Diana Perez reports

As if the run-around weren’t enough, she says the lack of consideration is what really stings. Her son, a juvenile diabetic just underwent surgery. When Susan told N-Star they recommended she head to a shelter, she says they reprimanded her for waiting so long to inform them. “The response from the officer was you should’ve told us that earlier so we could note it as a medical emergency,” she said.

Susan has also called police, fire, even the State House but she says she’s walked away with the same feeling every time. “Everybody understands nature happens hurricanes happen but the respond with such a lack of concern of with what is your problem, why are you bothering us is so disheartening… nobody wants special treatment we just want fair and equal treatment,” said Susan.

But there is a light at the end of tunnel for Susan and her family, the tree removal crew arrived in her neighborhood soon as we spoke to her. Once they are done removing the tree that knocked the power our, N-star moves in to restore electricity.

A representative at N-Star meanwhile tells us all of its employees are committed to helping customers and that a response such as the one Susan got is not tolerated.


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