Brian Ma's Blog (@zealoustiger)

Weekly insights from an Entreprenuer: To spend one year as a tiger is better than to live forever as sheep

Tag Archives: customer service

Comcast. Not Comcastic. Score: -32

I’m not one to complain about things, but this is such a good startup lesson, I have to blog about it.  It’s about Comcast.  I’ve been a loyal customer for years – the occasionally call into customer support which is the usual horrid experience like any other company, but today’s experience just tops every other customer service experience I’ve ever had.

Let me chronicle my experience and keep a tally of Comcast’s “Comcastic Score”

  • 12:47PM: One of my tenants at my rental house email me about internet being down for the past day.  Me thinks: I’ll call comcast in a bit.  (+0)
  • 1:00PM:  I go to Comcast’s website to look for a phone number.  Lo and behold, I see a “Live chat option.”  Cool, I can chat online and work at the same time.  Score.  (+1)
  • 1:15PM:  I’m waiting for a rep.  (-1)
  • 1:30PM:  I’m still waiting for a rep.  (-2)
  • 2:15PM:  It’s been an hour and I’m still waiting for a rep.  Fail.  I give up.  (-5)
  • 2:30PM:  @comcastcares sees my random complaints on twitter and asks “Can I help”  (+2)
  • 3:00PM:  Still no reply from @comcastcares.  I figured I’d just call.  (-1)
  • 3:10PM:  Called in, went through usual customer service, reset router, reset stuff on their side, etc.  Call my tenants to see if internet works.  No.  I ask tenants to give them a call.  (-1)
  • 4:00PM:  Tenants call me back.  Apparently Comcast shut down our service yesterday because we were “using too much internet.”  We’re on 12 months probation.  ARE YOU SERIOUS??  Tenants likened it to getting kicked out of a buffet cause you’re eating too much.  (-10)
  • 4:00PM:  And we got zero notice, they just shut our internet down.  (-5)
  • 4:00PM:  And the guy they talked to was apparently a “rude inconsiderate jackass.”  Tenants didn’t think it’d make any sense to talk to him anymore cause they’d get nowhere.  (-10)

Let’s tally Comcastic score.  0+1-1-2-5+2-1-1-5-10-10 = -32.  FAIL.

Can someone please fix customer service for the good of the world?  kthxbye.

Photo courtesy:  Crunchgear

Customer is #1

I’m at the Bellevue Honda dealership right now and was pleasantly surprised at the exceptional customer experience here. Pleasantly surprised because I’ve been here at least 4 times a year and this is the first time I feel appreciated enough to tell people (aka blog) about it. The funny thing is that I realized it was just one guy that made my day. Ironically, I don’t know his name – so I’ll just call him customer service guy #1.

I’ve always believed that customer service is key to any business and that applies to online businesses as well. Best example I can think of, Craig from Craigslist answers all of his own customer service emails. Craigslist? They must have a bajillion emails a day and answering all of them personally? Amazing.

I don’t know about you, but for me, it takes a significant amount of effort to call in for maintenance, drag myself out of bed at 7am in the morning, and take an hour out of my day to sit at the shop.

Thank you customer service guy #1. You deserve a promotion.