Break through the digital switchboard
Tips on how to handle automated phone menus

A voice on the line

Has the human element left us forever?

Those automated phone menus that customers often hear can be annoying, impersonal and openly discouraging. The Utility Reform Network, a statewide utility watchdog group based in San Francisco, offers new strategies to deal with the frustration, especially when making calls to utility companies.

•Pretend to be a preferred customer. Also, pressing the options for new service or business service can be the quickest route to a helpful customer service representative.

•Bypass the automated voice menu by pressing 0 pound, 0 star, or some combination of these symbols.

•Do things the old-fashioned way- instead of pressing anything, just hold. Many phone menus will simply forward callers that don't use their touch tones to a customer service representative.

•Remember that any gasrelated problems are potentially dangerous. If you are calling about a problem with your gas service and you are not 100 percent certain it isn't dangerous, don't hesitate to indicate you might be facing a hazardous situation.

When you're making a call to customer service you should also remember the following:

•Always document your call. Record the date, time, reason and results, even if you didn't reach anyone. Be sure to complain to the California Public Utilities Corporation (www.cpuc.ca.gov) or to the Utility Reform Network (www.turn.org) if you're not satisfied with your service.

•Although customer service representatives often claim they don't have direct numbers, always ask for one. If you get a number, you'll waste much less time.

•If you are having a hard time reaching someone in person and your phone has a loudspeaker function, use it. That way you can put the phone down as you go about doing the things you'd really rather be doing.

•Persistence, persistence. Don't let dreary recordings and other obstacles the utility companies put in your way deter you from seeking the information you need.

Here are some tricks for quickly reaching a human at the major wireless carriers:

•Cingular Wireless, (800) 331-0500. Press "star, pound, pound" at each prompt. May take a few tries to work.

•Metro PCS, (888) 863-8768. Press "star 43." May take a few tries to work.

•Nextel, (800) 639-6111. Press "00000."

•Sprint PCS, (800) 777-4681. Press "1" to pretend to be a new customer or dial "000000."

•T-Mobile, (800) 937-8997. Say "operator" when prompted for your wireless number.

•Verizon Wireless, (800) 9220204. Press "pound 00" or enter phone "pound" then "04."

These tips may help when trying to resolve problems with your landline:

•SBC/AT&T, (800) 3102355. When asked to state your reason for calling, hit a bunch of numbers quickly.

•SBC/AT&T DSL Support, (877) 722-3755. Say "no" and enter your phone number or "yes" if calling from your account's number, then press "0" repeatedly.

•Verizon, (800) 483-3000. Say nothing until you get an actual human. Takes about five minutes.