Customer service. It seems to be MIA in modern day America. How often is a customer left happy after a transaction and does the merchant care.
Tonight’s cautionary tale concerns Comcast. Even though I will leave this transaction paying less per month I leave upset.
Stef is done with college, working here in Connecticut and living at home. “Why don’t we have HBO?” she asked, confusing our home for her ‘HBO included’ dorm room.
Hold on. She had HBO in her room? We had a TV… a single black and white TV in the basement of my dorm. It had rabbit ears and could barely get anything through the snow. I watched 20 minutes of TV during my brief college tenure. She had HBO! Good grief!
Where were we?
“I’ll pay for it,” Stef added. And with that Helaine went to calling Comcast to make arrangements.
“Worse than getting a mortgage!” That’s a direct quote from Helaine after her conversation with a Comcast. She then proceeded to tell me about the dizzying array of packages and prices.
Helaine took notes as she moved along with the CSR. My wife is nothing if not organized. She had copious notes.
The conversation finally ended with Helaine agreeing to take HBO and Showtime, keep the service we already have and pay about $35 less for the first six months. After that we continue to pay less, just not as much.
Our end of the deal was committing for two years. I get it. Comcast is worried about AT&T’s U-verse. Surprise, it won’t be here in the next two years.
At this point I was feeling pretty good. It didn’t last.
Today the official agreement came in the mail and SURPRISE it was different than what Helaine had agreed to. In this new agreement we lose another $10 off the discount in the second year. That’s $120, not an inconsequential number.
Helaine called Comcast tonight. The rep admitted sometimes the package is sold and the agent ‘forgets’ to mention this second year adjustment, but there was nothing she could do. It’s their absolutely lowest price. Why am I not satisfied?
We signed up. We are still saving money every month for the length of our two year agreement, but I’m not happy with Comcast. My only solace is, they’re the loser in this deal getting less each and every month.
If we would have been given the right price to begin with I’d be happy as a pig in s**t. This seems to be a textbook case of how not to win friends and influence people.