People who know me personally likely know how excited I was when I switched to DirecTV a few years back. I was a loyal customer to DirecTV; I loved the NFL Sunday Ticket, the HD Offerings, the overall service and the online account management tools. I had to move, and as a result I moved somewhere that made it not possible to mount a dish outside. So I canceled DirecTV and made the move to Comcast.
DirecTV raped me, financially. My cancellation fee was $150ish, even though I clearly explained that I had no choice, and I would likely be coming back to them when I could. They didn’t care, and they raped me. Then, I had to return the HD DVR that I thought I had bought. I paid $199 at Best Buy, and apparently that was the “Down Payment” on the lease. My bad, read the fine print.
After discovering I had to return the DVR, they removed my final bill from my Bank Account (my card was on file) without any notice from me. $200+ dollar gone Poof (last bill plus disconnect fee). THEN, they didn’t get my DVR quick enough, so they came back to my account for another $250 (POOF, gone, no warning).
So, clearly I will never do business with this company again, NEVER.
This leaves me with Comcast, a company I have loathed from my Jersey days when I used to have to call a service tech out every 2 months due to Internet issues, and my cable was always in and out.
I’ve had them for 3 months now. I had issues with my Internet resetting itself, oh no, flashbacks to Jersey! I mentioned this on Twitter with @comcastbonnie. She checked the account, the signal was “hot”, and set up my service appointment. That happened today, things look good now, and I’ve not had any issues.
I was asking my followers if they had HBO On-Demand in HD, as I couldn’t find it, and didn’t want to change my account if I couldn’t get it in HD. Enter @comcaststeve, to tell me it was available, and then I was able to upgrade my account, adding HBO for a promo rate with the help of @comcaststeve. No phone calls, no jumping thorough hoops or listening to sales pitches about phone service or anything else.
I have to say, Comcast is a company that seems to have embraced Social Media not only as Brand Protection, but as customer service. Great Job, Comcast (words I never expected to write, but things can clearly change).
19 December 2009
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1 comments:
I agree with that part of it, and I think way to many of us fail to read all of the fine print.
My main focus was on the vastly improved customer service I've experienced with Comcast. It's been on the verge of shocking, based on what I experienced in the past.
As for DirecTV, they have actually been brought to court for their actions against departing customers. Based on my research they have never lost in court, by a number of suits at least leads to the fact that they mislead customers at the time of service upgrades.
Lesson learned, and I got my DVR money back in a timely manner once I got a hold of the higher management at DirecTV.
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