We have an appointment today with Comcast to hook up cable in our youngest son’s room. They instructed my wife to be home “between 10 a.m. and noon.” A two hour wait window seems reasonable to me.
My wife had an appointment at 9:00 and rushed home well before 10:00. There was a voice message left at 9:00 from the technician saying he was calling to make sure someone was home for the later appointment, but since nobody answered our service might be canceled.
This is service silliness. Nobody said “Be home at 9:00 to make sure you can answer the call confirming that you’ll be home between 10 and noon.”
Customer service improvements for most companies seem to be one step forward and two steps back. Just when you think things are getting “better”, you encounter this kind of craziness.
(By the way, the national hotel chain where I had my nightmare experience ignored me for five days but I’ve finally gotten the attention of the gm at the property where I stayed. I’m not going to mention the chain by name for two reason. First, I believe this was specific to the local property. Second, I don’t want to be punitive despite their poor handling of the situation.)