My victory with Comcast can't be classified as a Phyrric one as the cost to me was not devastating - merely involved losing my temper, something that despite my Irish genes and once red hair, rarely happens. I'm still fuming over the fact that to get a response I had to lose my temper, and go public in this forum with my peeve. Saddened too, that as a woman who who prides herself on having good manners, I was forced into a corner with frustrating and inept customer service to the point that I was rude, and no doubt offensive to people only trying to do their job.
I am back on line. About 20 minutes ago I received a call from Comcast Corporate - a man named Mark. I'll not give out his last name nor his phone number but should any of you reach the level of frustration that I reached - e mail me and I'll give you his name and number! I told him I would do that. Our conversation was cordial, positive and sufficient to put on hold my plan to cancel Comcast service. He has assured me that I have a direct line to him should problems crop up in the future.
So I'm special! big deal. I shouldn't be getting special treatment - all customers are deserving of the same level of attention to a problem that my outburst brought about. I expressed to Mark my frustration with the condescending "talk from the script" approach used by the technical support reps - and I learned that Tucson customer support is now outsourced to the Philippines. Personally I'd like to subject every single management person in the company to a series of these calls - have them experience the painful approach to troubleshooting and the avoid at all costs involving a service call outcome. I let him know how discouraging it is for loyal customers to see "special rates" being offered to new customers and not to them.
For now there is a truce, the problems with service to my place resolved, a direct line of support established. Obviously I'm grateful for all of the above. Customer service is sacred in any business.
How to Prepare for the Next Wave of Entrepreneurship - Steve Case is the co-founder of America Online, the company that democratized online access. Steve is currently the chairman of the Revolution investment...