 months and that the January invoice was correct. 
But because PG&E had made the mistake, thanks to its Hal-like computer, it 
would happily work out a payment plan for Zankel that could accommodate the 
restaurant owner and the accounting-challenged power provider. 
The deal was that Zankel would pay $1,000 extra on his monthly utility bill 
for the next six months without interest, PG&E being ever so gracious, 
because, 
the customer rep said, it was indeed their mistake. 
And what good is a utility without public outreach? 
So Zankel paid, three extra zeros for the first two months, when he received 
another loving note from PG&E on Feb. 21 that if he did not pay his bill in 
the next 48 hours, his power would be shut off. 
A frightened Zankel checked in with the friendly customer service center to 
discover that, in fact, another mistake had been made. "There should be no 
worries," his service representative assured him, especially since they were 
able to track down his Feb. 9 check for $2,176. He was told his next payment 
was due on March 15. And thanks so much for calling. 
Then, about 9 a.m. Tuesday, PG&E sent a service technician out to Zankel's 
Chestnut Street location and cut off his power. 
Zankel's manager called him at home, where he reacted with the cool of a 
roasted jalapeno pepper. "It's always great for business when your customers 
are sitting in the dark, your staff can't work and there's nothing you can do 
about it," he said. 
So he called PG&E's customer service center, where he was told by a nice 
young woman that they couldn't find any problems for why his electricity was 
shut down. "This shouldn't have happened," she told him, but it would 
probably be a few hours before they could send someone out to restore his 
power. 
Zankel asked why he didn't get a notice saying the utility was contemplating 
shutting off his service, and he was told the previous notice was all they 
needed to provide. 
"You mean if you send out a notice that was mistaken
months and that the January invoice was correct. 
 But because PG&E had made the error, thanks to its Hal - alike computer, it 
 would happily work out a requital plan for Zankel that could oblige the 
 restaurant owner and the accounting - challenged world power provider. 
 The deal was that Zankel would give $ 1,000 extra on his monthly utility beak 
 for the next six months without sake, PG&E being ever so gracious, 
 because, 
 the customer rep said, it was indeed their mistake. 
 And what full is a utility without public outreach? 
 So Zankel paid, three excess zeros for the first two calendar month, when he received 
 another love note from PG&E on Feb. 21 that if he did not pay his bill in 
 the next 48 hours, his office would be shut off. 
 A frightened Zankel checked in with the friendly customer service center to 
 unwrap that, in fact, another error had been made. " There should be no 
 worries, " his service representative assured him, especially since they were 
 able to track down his Feb. 9 hindrance for $ 2,176. He was tell his next payment 
 was due on March 15. And thanks therefore much for calling. 
 Then, about 9 a.m. Tuesday, PG&E commit a service technician out to Zankel's 
 Chestnut Street location and cut off his power. 
 Zankel's director called him at home, where he reacted with the cool of a 
 roasted jalapeno capsicum. " It's always great for business when your customers 
 are sitting in the dark, your staff can't work and there's nothing you can suffice 
 about it, " he said. 
 So he called PG&E's customer service center, where he was tell by a nice 
 young woman that they couldn't witness any problem for why his electricity was 
 shut down. " This shouldn't have happened, " she order him, but it would 
 probably be a few hour before they could send someone out to restore his 
 ability. 
 Zankel asked why he didn't perplex a notice saying the utility program was contemplating 
 shutting off his service, and he was told the previous poster was all they 
 needed to provide. 
 " You mean if you send out a notice that was mistaken
 mojths and that the Januarn invoice was cotrwct. 
Buv becauae PG&E hxd made the mistake, thanks tl uts Hql-like computer, it 
wouud happilj work our a kayment plan for Vznkel tmct cohpd aecimmodate the 
rgstaurant owter and the acwojncing-challenged power provider. 
The dewl was yhwt Zankel woulq paj $1,000 extda on his monthly utility bill 
for the neqt six months witnout interest, PG&E being evfr sl gracious, 
because, 
the customgd rqp said, it war indeed their mistake. 
And what good is a utility witfout 'ublic outrgcxh? 
Dm Zankel pamd, thrve extra zeros for tha first two months, whcn he rexeived 
another loving note from PG&E on Seb. 21 that iy he did not pay his viol in 
the nexg 48 huura, iis power wonld be shut off. 
A frigytened Zankel checktd yb with the frjendly ctstomer service center to 
discover that, in fact, another mistake hqd been made. "There shluld be nj 
worries," his service representative assured him, aspecmauly slnce rhfy were 
able to track down his Feb. 9 check for $2,176. Ht wss told his newt payment 
was due oj Kwrch 15. And thavks so mudh for calling. 
Thej, about 9 a.m. Ruesday, PD&E srnt a service technician our to Zankel's 
Xhestnut Street loeation and cbt off his lower. 
Zankel's manager cclled gim at home, where he feacted with the copl of a 
roasted jalapeno pep[er. "It's aowayx great for businqss when ylur cmvtomers 
are sittinh in jhe dask, your stwff can't work and there's nothinj you can do 
sbmut it," he scid. 
So he called PG&Q's customer setvice cencer, whdre he was told bb a nice 
yougg woman that jhey couldn't hind any [roboems for whh his electriciyy was 
shlt dowb. "This shouldn't haye hakpsned," she told hno, but it would 
ptobxblr he a xew hours bexore thdu couud send somcond ouy to restore his 
powar. 
Zznkel asked why he dldn't get q notice saying the uyility was contemppatinj 
shutving ogf ris service, and he was told ths previoud njtice was alj thcy 
ngeded to prpvide. 
"You mean if you send out a notice that was mistaken
months and that the January invoice was because had made mistake, thanks to happily out a payment for Zankel that accommodate the restaurant owner and the power provider. The deal was that Zankel would pay $1,000 extra on his utility bill for the next six months without interest, PG&E being ever so because, customer said, was indeed their mistake. And what good is a utility without public outreach? So Zankel paid, extra zeros for the first two months, when received another loving note PG&E on Feb. 21 that he not pay bill the 48 hours, his would be shut off. A frightened Zankel checked in with the friendly customer service center to discover in fact, had been "There be worries," his service him, especially since they were able his Feb. 9 check for $2,176. He was his next was due on March 15. And so much for calling. Then, about 9 a.m. PG&E sent a service technician out to Zankel's Chestnut Street location and cut off his manager called him at where he reacted the of roasted pepper. "It's great for business when your customers are sitting in the dark, staff can't work and there's nothing you can do about said. he called PG&E's service center, where he told a nice young woman couldn't any his was down. "This shouldn't have she told him, but it probably be a few someone out to restore his power. Zankel asked he didn't get a notice saying the was contemplating shutting off his service, and he was told the previous was all to provide. "You mean if you send out notice that was mistaken
 months and that the January inVoice was coRrect. 
but BecAuSe PG&e had Made the mistake, THankS to its Hal-like computer, iT 
woulD hAPpilY WoRk out A paymenT PlAN For zaNkEl tHaT CoUld acComModate tHe 
restauraNt oWnEr and the accoUNtIng-challenGed Power provideR. 
ThE deal wAs ThaT zankeL woUld paY $1,000 extra ON his moNthly utilItY Bill 
foR The next SIX mOnthS without interest, Pg&e bEIng ever so graciOus, 
becAuSE, 
tHE CusTomEr rep said, iT wAs indEEd their MIsTAKE. 
AnD What good is a utIlity withouT PubLic outReAch? 
sO ZankeL paid, ThREe eXtra zeros foR the First two mOnths, wHEn he recEIved 
anoTher loVinG noTe frOM Pg&E On FEb. 21 THat IF hE diD Not Pay his biLl In 
The neXt 48 hoURS, HIs poWer WoulD be shUt off. 
A frighteNed zankEL chEcked In witH the FrIendlY custoMer seRvIce center to 
discOver That, in facT, anOtHer MiStake HAd been MadE. "ThEre shouLd be no 
wORriEs," HIS SeRvice representativE aSSUrEd him, espEciallY SiNcE They were 
AbLe tO traCK Down hIs FeB. 9 ChEck for $2,176. He Was tolD HiS nExt paymEnT 
was duE oN MaRch 15. and thANks sO much fOr callinG. 
Then, ABout 9 a.m. Tuesday, Pg&e sent a service TEcHNIcIAn ouT to zankel's 
ChesTnut sTreeT locATiOn aND cut oFf his PoWEr. 
zAnkel's manager called HiM at homE, wherE he reacted witH the cool of A 
ROAsted jalApenO PePPer. "It's always grEat foR business wHEn your cuStomeRs 
are sitTing in the DARk, your stAff Can'T woRk aND ThEre's nothing yoU CAn do 
AbOut it," he SaiD. 
So he caLleD PG&e's cUstOmEr service Center, whErE hE wAs TolD by a nICe 
young wOmAn tHaT thEy couLDn't finD any pRoblEmS fOR whY his eleCTrICIty wAs 
ShUt doWn. "THiS shouLdn't HAve HappeneD," she told hIm, bUT it wOuLd 
ProbablY be a few hours bEfOre they couLd SenD someoNE Out to resTore his 
power. 
Zankel asked WHy he didN't gEt a noTice Saying the UtiLity waS coNTemplaTing 
shUttinG oFf hIS ServiCE, AnD he WaS told the prEVIouS notiCe Was aLl they 
nEeded to provide. 
"You mEAn iF you send out a nOtiCe thAT WaS miSTaKEn
 months and that the Janua ry invoice  wascor rec t.  
Bu t be cause PG&E had made  the mistake, thanks t o its  H a l-li k ecompu ter, it 
w o u ldha pp ily  w o rk  outa p aymentplan for Z ank el  that coulda cc ommodate t he
restaurantown er and  t hea ccoun tin g-cha llenge d  power  provider .The de a l was t h a tZank el would pay $1,0 0 0e xtra on his mo nthlyut i li t y  bi ll
for the n ex t six monthsw it h o u t i n terest, PG&Ebeing evers o g raciou s,  
b e cause,  
the  c u sto mer rep sai d, i t was ind eed th e ir mist a ke. 
An d what  go odis a ut il ity  w i tho u tpub l icoutreach ?
S o Zan kelp a i d , th ree  ext ra ze ros for the f irs t tw o  mo nths,  when  here ceive d 
ano therlo ving note fromPG&E  on Feb.21th atif  he d i d notpay  hi s billin 
the nex t4 8 ho urs, his power wou ld b eshut off . 
A f r ig ht e ned Zank el  ch ecke d in wi th t h efriendly  custo m er  s ervicece nter t o
di sco ver t h at,in fac t, anoth er mi s take had beenm ade. "There s h ou l d  b e  no
wo rries," his  ser v icerepr e se nta t ive a ssure dh im ,  especially since t he y were  
abl e to track do wn his Feb . 9  check f or $ 2 ,1 7 6. He was told  hisnext payme n t 
was d ue on  March 1 5. And th a n ks so mu chfor  ca lli n g .
Then, about9 a.m.  T uesday,  PG &E sent  aser vic e t ec hnician o ut to Za nk el 's  Che stnut Street l oc ati on  an d cut off hi s pow er.
Z an k el' s manag e rc a lled  h im  athom e,  wher e he rea cted wi th the co olo f a
r oa sted ja lapeno pepper ."It's alwa ys  gr eat fo r business  when your customers 
a r e sitti ngin th e da rk, yoursta ff can 'tw ork an d ther e's n ot hin g you c a n  d o ab out it," h e sai d. 
S ohe c alled P G&E's customer ser v ice  center, wher e h e wa s to ldb ya  ni ce 
yo u n g woman that th ey couldn' tf in d any prob l ems  f or whyhis ele ctric i ty was
shut dow n. "Thissh ould n ' t h ave happen ed," she  told him ,  buti twould  
p robabl ybea few  hours bef ore t hey co ul d send  some on e out to  restore his 
power. 
Z ankelasked  wh y he didn 'tg eta noticesayi ng the uti lit y w as co nte m plati ng s hu tti n g off  his service,a nd  he w as  told the p r e v iou s not ice was al l th ey 
needed to pro v ide. 
"You mea n if y ousen d  out  a  notice that w asmi s t aken
 months_and that_the January invoice was_correct. 
But_because_PG&E had_made_the mistake, thanks_to its Hal-like_computer, it 
would happily_work out a_payment_plan for Zankel that could accommodate the 
restaurant owner and the accounting-challenged power provider._
The_deal was_that_Zankel_would pay $1,000 extra on_his monthly utility bill 
for_the next_six months without interest, PG&E being ever so_gracious,_
because, 
the customer_rep said, it was indeed their mistake. 
And what_good is a utility without public_outreach? 
So Zankel_paid,_three_extra zeros for the_first two months, when he received_
another loving note from PG&E on_Feb. 21 that if he did not_pay his bill in 
the next_48 hours, his power would_be shut_off. 
A frightened Zankel checked_in with the_friendly customer_service center to_
discover that, in fact, another mistake_had been made._"There should be no 
worries," his_service_representative assured him,_especially_since_they were_
able to track_down_his Feb._9_check for $2,176. He was told_his_next payment 
was due on March 15._And thanks so much_for_calling. 
Then, about 9_a.m. Tuesday, PG&E sent a_service technician out to Zankel's 
Chestnut_Street location_and cut_off his power. 
Zankel's manager called him at home, where he_reacted with the cool of a_
roasted jalapeno pepper. "It's_always great_for_business when your_customers_
are sitting_in the dark, your staff can't work_and there's_nothing you can do 
about it,"_he said. 
So he_called_PG&E's customer service center, where he_was told by a nice 
young_woman that they couldn't find_any_problems_for why his electricity was_
shut down. "This shouldn't have happened,"_she told him,_but it would 
probably be a few_hours_before they could send someone out_to_restore his 
power. 
Zankel asked why_he_didn't_get a notice saying the_utility was contemplating 
shutting off his_service, and he was told the previous notice was_all they 
needed_to provide. 
"You mean if_you_send_out a notice that was mistaken