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.)
This is classic cable customer service. We have Charter Communications cable here and get the “between noon and 2:00 p.m.” all the time. Then the technician doesn’t show up until 1:55 p.m. What a joke.
Yes, I’m curious? My wife travels a great deal and thankfully has never had a problem. Just wondering where she should avoid now.
I’m curious too!
Also, we had a great service from a cable compay on this side of the pond. We had ordered an upgrade, which was due on Christmas Eve. The timing filled me with a little trepidation – will the guy (or girl) be more focussed on finishing early rather than doing a good job? What if there’s a problem and we’re left with no TV over the holidays?
I needn’t have been concerned… the guy turned up as planned, installed it smoothly, switched our existing box to another room, then took the time to explain and demonstrate the new set-up to me. A great service, and a nice surprise.
Oh please…Do share!!
We have the same issue with our cable company. We have learned to give our cell phone number for the comfirmation call. The positive is that the technician is always helpful and humble. They know that the call centers aren’t in the field. I worked for a company that had the office people ride with the field people for a day to get a feel for what the field staff went through and to see how the office staff could impact the customer’s impression.
Please share, not only the name but the what. My Regional Director travels all the time and we would value the info.
A further update: despite the service silliness I wrote about yesterday, the Comcast tech who came to our home was terrific. He provided first rate service. They key it to make systems support service people and ultimately create value for the customer.