VII. Process Dealing With Customer (By Terry Rybak, automotive EMC engineer)
Once you have verified the problem to most likely be power-line noise, and that it is not coming from a source internal to the home, generate whatever paperwork is necessary to document and track work done on the customer's complaint. The importance of diplomacy in many of these cases cannot be overstated. Caution the customer to never attempt to climb or bang on utility poles or touch or pull on guy wires while attempting to help locate the noise.
As you might already suspect, the best approach toward solving these types of issues requires a well defined process. It is for example, important maintain an accurate log. Be sure to record any "help ticket numbers" that may be assigned to the complaint as well as names, dates and a brief description of each conversation you have with customers.
Who Is Responsible?
The electric utility is responsible for correcting only that noise generated by the equipment and hardware that it actually owns. In cases where a utility customer uses an appliance or device that generates noise, the operator of the device is responsible for fixing it, even if the noise is conducted and radiated by the power company's power-lines.
Electric utility companies are often blamed for and even victimized by noise they do not cause and are not responsible to fix. This can be especially true when a customer owned noise source generates noise similar in sound to true power-line noise. Light dimmers, for example, are often mistaken for power-line noise. Customer owned doorbell transformers are also notorious and often found to be the source of an RFI problem. The latter is an example of a serious defect that should be repaired. In many cases, power-line or electrical noise is the first indication of an electrical failure about to occur.
It is the utility's responsibility to locate a source of noise emanating from their equipment. Utilities however do not always possess the necessary expertise or equipment to locate sources of radio noise. As a practical matter, many hams have assisted their utility in locating noise sources. In some cases, this can help expedite a speedy resolution.
Be careful, however. Do not be misled into making unnecessary and costly repairs unless you are certain that you have identified the noise source causing the customer complaint. Do not make a guess if you don't know the cause.
Always close loop
When the noise problem is resolved, be certain to confirm that the customer is satisfied. A power-line noise complaint should always begin and end with the customer. It is also worthwhile to write a memorandum thanking all company personnel who were involved in resolving the complaint.