Todd Hollander Market Research

In a recent post, I wrote about a terrible experience I had trying to place an order with Comcast for high speed internet and digital cable television. Within 24 hours of publishing that report, I received a call from the Comcast corporate office. The caller said he saw the blog entry, apologized for the problem, and offered his assistance to resolve it. He took some information and told me that I would receive a call from the local Comcast office shortly.

The next day I received the call from the local office. The woman identified herself as Mrs. Callahan. She did this twice, never offering a first name. Maybe its just me, but I find this form of address stilted and off-putting, particularly when the addressee is attempting to right a wrong. Nonetheless, Mrs. Callahan gathered some info and promised to call me back in a few minutes. When she called back, she offered to waive the $17.95 “upgrade fee” for my order and offered an installation date two business days later (a full week sooner than the earliest date offered when I tried to order the installation online).

Today is that day. The time: between 11:00 and 2:00. I’ll keep you posted.

This entry was posted on Tuesday, March 18th, 2008 at 10:05 am and is filed under Customer Satisfaction. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.