Monday, May 30, 2011

Customer Service Follow-up

So, after I talked about how bad my customer service experience with Comcast was, I thought I should follow up regarding my positive experience as well.

As I mentioned in my other Comcast blog post, I was not happy with the customer service I received, and I felt like the representatives on the phone were more concerned with following a script than doing what was right. I had a situation where Comcast as a company really made some mistakes, yet no one was trying to make it right. As a result, I was considering moving to FIOS.

I went to the physical Comcast location near my house to return the rental modem. I was planning on just dropping it off and verifying the fee was removed from my bill. The representative took a look at my account, and I think he saw all the issues I had been having. I wasn't even planning on talking with them due to my frustration level, but he offered me a different package. Basically, it will save me about $40 a month for the next 6 months, and gives me more channels.

I marked my calendar to call in November and change back to a cheaper plan, but for the moment, I save $240, which was an unexpected surprise.

Again, just from a customer service perspective, I am not sure why it took me physically showing up to get a good deal, but I won't look a gift horse in the mouth, as they say.

So Comcast. you've won me back over, for now.

1 comment:

Anonymous said...

Would you consider a wager that their sudden cooperation was related to competition from FIOS? Cable companies are just bad!!