Comcast customer service: more cursive, less cursing

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.

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