I was going to say, “Comcast couches customer service in personal notes,” but I had to make a choice.
For all the customer service horror stories we hear about Comcast and other big companies, I thought I would share this:
Last week I upgraded to a DVR service with Comcast for my new HDTV set, and today, what do I receive but a note with a coupon fora free movie! This after the I had trouble getting the box to work correctly and dealt with a number of quite helpful customer service reps on the phone before deciding I needed a replacement– no big deal, and good service all ’round.
But get this: the coupon came in a handwritten note from Regional VP Paul’Arcangelo. I was impressed.
Of course, asshat that I can be, I must point out the following:
The coupon was for an on-demand movie up to $3.99, while Comcast has just aised the price for on-demand HD movies to $5.99– oops.
The letter looked like a card from my parents, including what appeared to be my Mother’s handwriting. Sorry Mom and Dad, but I have a bad habit of not opening personal mail right away– ok, that’s my quirk.
All in all, an intersting take on customer service though.