Very often, we see huge companies do business in a totally ham handed manner. Telecom companies are guilty of this very sin.
Case In point: Comcast.
We have been using Comcast cable for over 6 years and we have kept the same account over the years. We have Basic Cable along with Internet service. Now, in spite of us signing up for the basic cable, we were getting a lot of other premium channels such as Disney, Discovery etc.
Therefore, when FIOS from Verizon came knocking in April, we were not hesitant to say No. We were pretty happy with the Comcast service. Even though the cost of FIOS was slightly lesser than that of Comcast, we did not think that the savings were worth the effort.
Come May, and all of a sudden our TV went on the blink. None of the channels we could see earlier were to be seen any more. Comcast had arbitrarily cut back on our service in a push to get us to convert to their slightly more expensive digital service.
We came to know that technicians had come through the neigbourhood and meted out the same treatment to a few other neighbors too.
My question is :
How would you handle this if this were your business?
Would you call and inform before your customers of impending change before you cut service or would you cut and then wait for your customer to call you and complain?
Do you consider your customers before you do something that affects their service?
Let me know your take.
Comcast News » Blog Archive » How not to grow your business -comcast style! said
[...] Eric Buscemi [...]
ComcastCares said
I know I how I would like to handle it. I would like to look into this further for you to understand the service that you have had, compared to now. Did channels switch from analog to digital, if that is the case it is just obtaining a box, which is usually inexpensive. Sometimes we even have a promotion for a free box.
No matter what I think I can get your channels back easily and I would be happy to review your bill.
Please send your phone number or account number and a link to this page to the email address below. We will help!
Frank Eliason
Comcast
We_Can_Help@cable.comcast.com
seojunkie said
Wow!
Here is something I least expected from Comcast. Someone who not only has an alert set up for his business name appearing on the Net, but also
reacts – well proactively – in a very very short period of time.
Ok, Round 1 to Comcast( actually to Frank. )
If only your other departments could take a leaf out of your book and call customers before they pull the rug from under their feet.
My bill and my services have finally caught up. So far Comcast had been giving us more than what we were paying for(I have duly mentioned in my post.)
The problem was with the sudden termination of all those channels which we had taken for granted.
But congratulations on your immediate response. I will be in touch.
Dave.
What Verizon knows about communicating … NOT ! « Seojunkie’s Weblog said
[...] in a similar blog at this site, I had mentioned my experience with Comcast in blog titled “How not to grow your business – Comcast [...]