tw
@bellsouth.net
| Will Wonders Never Cease
Wow. I actually got a callback from Robyn, telling me that 1) Speedfactory is back online, and, 2) Confirming that I canceled my service.
Maybe somebody learned something here? I don't want to do business with Speedfactory anymore, but, Robyn, if you ever need a job, you call me.
Tom |
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DayTrader13
@speedfactory.net
| I'm guessing you got good service from Robyn because it sounds like she's not a Nextphase employee but a temp brought in just for this, based on the contents of an earlier posting.
Did Robyn take down your information for the cancelling of service? Would you mind sharing which number you dialed to cancel and also indicate which prompts you answered to get to her?
Thanks. |
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tw
@bellsouth.net
| I called their main corporate number - 714-765-0010. She answered the phone, which was unusual - usually you get an IVR. She took my DSL phone number, name, and SF account number (on your bill).
No kidding, this woman ever needs a job I would give her a job or a reference in a heartbeat. Not only did she take down my information, but the guts I had to take to actually call me back to confirm was impressive.
If somebody had had the presence of mind to take the list of DSL phone numbers they were servicing and started making those phone calls on Saturday to give people some kind of update they could have taken the same situation and turned it into a huge customer service win. Had they called I would probably have given them the benefit of the doubt, even though the outage was very unacceptably long. Network ops and customer service managers and executives take note - a little communication with your customers can buy a lot of loyalty.
Tom |
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tw
@bellsouth.net | reply to tw
... that is, "... the guts it had to take..."
hate typos... |
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tw
@bellsouth.net | reply to tw
Update - got a bill for next month in email just today. I have emailed them back to cancel and reverse any charges. I tried to call, but after being on hold for about 10 minutes the line went dead.
The saga goes on. |
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tw
@bellsouth.net
| reply to tw
... and yet again, Robin to the rescue. I got a note from her less than 10 minutes after my email to her, saying that I would not be charged, and apologizing again.
Again, I am impressed with this woman. I hope the rest of the company is taking notes.
Tom |
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