Wednesday, June 13, 2007

Comcast debacle

Our next available time slot to connect your cable is on 6/27 or 7/10.

I am moving you see and a girl's gotta have her internet! Forget the TV, I must have the internet - waiting till July simply wont do! SO I sorta-calmly asked Comcast to "try again". Their response:

"Ms Myer I am trying to make this as smooth as possible for you. The available slots to establish your new service are 6/27 between 11 and 2 or 7/10 between 2 and 5. You need to be accomodating"

ME? I need to be accomodating? From what customer service sewer are they operating from? Now this poor rep is reading a script and working with some ancient call center application and really has no ability to help me above and beyond what the system allows her to do. I mention this and then ask her to put me in touch with her supervisor before I cancel my entire service with them. Now, this either gets you a supervisor (except in Georgia Power's case - they simply dont give a shit cause they have no competition) or gets you into the "save gate". The save gate exhists in ALL call centers. These gates are full of the best sales reps hand picked by senior managers to SAVE and RETAIN customers. These folks have the ability to credit your account, call you back, etc. If you aren't getting service, seriously threaten to cancel and you will end up talking to a bubbly Jody from Iowa who gets PAID a commission to KEEP you happy.

Comcast is now going to call me back tomorrow to confirm my connection appointment for next week. July?? c'mon!

1 comment:

Michael said...

Hey there! Where have you been? Remember me? Michael, Tara's friend? CRM guy...

e-mail me mwthomas40@bellsouth.net