About two weeks ago we had Comcast come and install cable in our apartment. I must say, I ordered it with a bit of trepidation as I’ve heard horror stories about Comcast customer service.
But they blew me away! The service was fantastic!
That’s not to say the service was flawless, but it is to say that they handled issues appropriately and in-stride, and I came out of it a very happy camper.
The first thing that was wonderful about the experience was that I was able to order cable all online without having to pick up the phone. They even had an online chat person available to assist me in completing the order. In all the experience of going from order form to “chat confirmation” to completion was seamless.
Three things really stuck out in my mind about the experience. First, they gave me a chance to pick three dates and time ranges when someone would be able to come out to do the installation. They need three days notice, and I ordered on Thursday, so Monday was the earliest anyone could show up. I picked one Monday time slot, and two on Friday. This was great because it allowed me to have them fit into my schedule instead of the other way around.
Second, in the chat session that followed, I was able to get a couple of questions answered. Admittedly, I’m sure the chat session is used as an up-sell/cross-sell sales tool. They offered me some type of insurance as well as a telephone service, which were both declined. But thankfully they weren’t pushy about it. Additionally, the rep was able to give me further clarification about the date and time of my installation, down to the hour!
Third, they asked for a Social Security Number. Why, I’m not really sure. Probably something to do with identification or credit checking. But like most shrewd consumers, I’m always skeptical of handing out my SSN, especially to complete strangers regardless of whether they offer a service I desire. To my surprise, when I declined, I was offered other options that would satisfy the same requirement.
Day of Installation
I think this is really what defined my Comcast experience as a good one.
The day of the installation they were supposed to arrive between 8 and 9am. About 8:45 I hadn’t heard anything and was getting a bit nervous. So I called them: 1-800-COMCAST (266-2278). It took me about a minute and 10 seconds to navigate the menu. I don’t remember what I pressed in the menus, but I waited a mere 20 seconds to get a person on the phone.
Once I got a person, I told her who I was and that I was concerned about my cable guy showing up on time. She put me on hold for a minute and twenty seconds. When she returned, she told me that he was running late, and that I would get a $20 credit due to their on time guarantee. Woohoo!
When the guy showed up (about 45 minutes late), I opened the door. He removed his shoes, hurried over to the television and began hooking it up. He was done within 45 minutes, including programming the remote to work with my TV. Impressive!
All in all it was a very impressive experience. If all Comcast installations are like this, I think I’m a customer for life.