Customer Service 101

Many of you have seen my post in OT about my trials dealing with Comcast. Well yesturday not only did I have an appointment with Comcast but with Direct TV as well. Same time for both 8-12pm. While Comcast did not call or show up all day in keeping with their customer service of a monopoly, Direct TV did things a little differently.

At 11am the service tech calls my house and appologizes in advance because he will be late. The current job he is on is much bigger than expected and his supervisor has to come out and help him. At 1pm he calls again and tells us he is on his way. He shows up and appologizes again for being late. He looks into my problem (no HD local channels) and tells me what he thinks is wrong. He then calls his super to come by and see if they can come up with options so I don't have to cut any parts of my trees. They give me two other options and then the super suggests they get another tech to come by on Wed. if it was OK with me. He has a lot of experience in line-of-sight issues and has come up with creative fixes. I agree and the tech climbs on the roof of my out building where my dish is to attempt to move the dish just on the outside chance it would do something. I didn't and I was quite surprised at his effort.

Comcast could take some tips from Direct TV. It's service like this that has kept me a Direct TV customer for over 10 years.

Btw, some weeks ago I emailed Brian Roberts, the CEO of Comcast. Last night I sent him another email reguarding his customer service "professionals" and the way they conduct themselves. Apperently I have been blocked as my email was returned "undeliverable".