An Important Lesson & Reminder About the Importance of Good Customer Service


An Important Lesson & Reminder About 
the Importance of Good Customer Service


     We've been having intermittent internet/cable problems at our home for quite some time now.  At first, they were nothing that seemed to warrant a call or complaint, but lately, they've worsened.  So we pursued our cable/internet provider.
 
     Now let me say, I'll be naming no names, but I'm sure you'd be familiar with this company, as it's one of the biggest in our nation.  And their name starts with a C .. and ends with a T.  Enough said?

     My wife handled contacting this company regarding the issues we've been experiencing.  There were the usual long waits during her phone calls (yes, I said multiple calls).  That didn't seem too alarming.  Funny how we've become so desensitized to that sort of service.

     But after talking to various people and trying various "fixes" via signal sending, the provider actually "taking over" my wife's computer, and etc., the problems never seemed to get better or go away.  So a few days ago we decided we needed to shift into higher gear and get a company tech out to see firsthand what is causing our issues.

     Once again, Marilyn made contact with our provider.  This time via the "chat" service online.  During that exchange, my wife was promised that a tech would visit our home within 24 hours of her contact. 

     Now if you guessed that no tech showed within that timeframe, you'd be right.  No show.  No call.  My wife called the company next for a follow-up.

     This is the part of the story that turns into nothing other than a debacle.  (My wife's term for it that I can repeat.)  During this "debacle" there were well over a dozen calls made to this provider.  

     Her calls were transferred multiple times.  To departments that couldn't even begin to help with the problems.  Once she was even transferred to a another (outside) company. 

     There were also multiple dropped calls.  (No one from the company called back, even though they say they're taking your number for that very reason.)  Finally ... finally ... someone promised (yet again) that a nearby local tech would call within the hour to let her know when they'd be stopping by ... that day.  A tracking number was also provided.

     Once again, if you guessed this company was a "no-show" you'd be right.  And of course, my very upset wife called the company back once again.  By this time she was like a dog-with-a-bone.

     Long-story-short, she was promised that a tech would be at our home before 9 pm last night to assess and fix our issues.

     Yep!  Strike 3!  No tech ...
    
     To top it off, this morning my wife had an email from this company awaiting her in her mailbox.  It confirmed her appointment for a tech on Saturday, somewhere between 3 pm and 5 pm that day.  

     Add that she's now also received a few phone call recordings telling her that company records shows her issue as "resolved".  That after no one has shown once again. Ohhhhhh man ... back up!  One very mad wife.

     I think it's amazing that you can be a customer of a company as long as we've been customers of this one ... pay the prices we pay each month for the service we get ... and still be treated so poorly when you have issues that arise.  If their treatment and service wasn't so darn infuriating and frustrating, it'd almost be laughable.  

     I said ... almost.

     When I said Strike 3, I meant it.  We'll be looking for a new provider for our cable and internet services.  This last bit of interaction with this company has pushed and motivated me to pursue what I should have pursued a long time ago.  

     In the end, this infuriating adventure will do us good.  Yes, I said good ...

     As it certainly reminds me to NOT take my past clients for granted.  To always provide timely service and solid information.  And to say what I mean and mean what I say ... follow-through on promises.  

     Because even the most loyal and long-term clients WILL move on when neglected or mistreated.  

     Thank you to the cable/internet provider that starts with a C ... and ends with a t ... for a the service lessons and important reminder about what's the most important element of your business.   Your customers ... 


     *  Hoping to Buy, Build, or Refinance a home in the Chicago area?  Contact Me Today!  I'll put my 37 years of Mortgage experience and expertise hard to work on your behalf.
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