Customer Service Redemption

Due to the frustration I went through in May when my cable modem stopped working in my computer room and my seeming inability to get the situation corrected through Comcast’s 1-800 number, I’ve been ranting on my blog about the situation. Last week when I linked the original post, a Comcast representative invited me to email the details of my situation to her. It took me through the Christmas weekend to get the email put together, but when I did, it was sent up to corporate. Corporate scheduled a technician to visit my house and investigate the problem. The tech came, replaced some coax and splitters, and checked the signal strength. I am now able to keep my cable modem and router upstairs in my computer room, safe from the kids and our Borg cat that likes to eat wires. Seriously, we had no lights on our Christmas tree because the cat ate some bulbs and the power cord.

I’ve written before about how smart businesses will monitor the web for negative incidents. I’m glad that Comcast did that. To be honest, as long as my cable modem and TV work, I am perfectly happy to stay with Comcast. There really isn’t a viable alternative to Comcast high-speed internet, but as long as it works I’m happy. I don’t have any complaints about our cable package, which is honestly a very low price. Several years ago we dumped our expanded cable to try to save money. This was right after Joshua was born in 2004, the same time we switched to DSL. After 3 weeks with a newborn baby and only basic cable, our sanity was stretched to the limits. We’d spend Saturday mornings in a half-catatonic state watching those used car commercials. I found out about a $5 value package and asked for that. Our cable and internet bill is under $60 or $70. We don’t at present see a need for a several hundred dollar a month digital package. I don’t watch sports, and as long as I have the History and Discovery Channels and my wife has Food TV and the kids have Nickelodian, we’re happy. I also recently discovered that we have Speed, which was a nice surprise. Maybe I should channel flip more often.

I know that customer service is one of the most expensive and time consuming functions of business, and no business can expect to please everybody. I was very happy to see that Comcast monitors blogs.

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