Great Product – Poor Service

Core Values

I called my cable TV company in an attempt to inquire about the cost to add the service to 2 additional rooms in my home. After explaining to the customer service rep the need to have 2 additional wall outlets installed, she stated that they (the company) do not provide cables for connecting the receiver to the wall outlet.

I repeated the need for 2 additional wall outlets for the service and she responded with the same statement. I advised her that I was not calling to get cables, but to inquire as to the cost to get 2 additional wall outlets installed.

It was as if she was on autopilot as she repeated the same answer. It seemed as though someone was in the background guiding her as there were long pauses between my request and her reply. I requested to speak with her supervisor and was quickly placed on hold.

The next person identified herself by name and asked how she could assist. I repeated my request and she inquired as to whether or not I purchased a line/wiring maintenance warranty when I opened the account as my request would be covered by this warranty. As I could not remember, I asked that she check the account to verify.

She stated that I had not, and advised that the warranty could be purchased for an additional $5.00 to $10.00 per month. I asked if she could verify exactly what the additional amount would be and was placed on hold.

Upon her return, she advised that the additional fee would be $5.00 per month. I asked if she was sure that my request would be covered by the warranty to which she replied “Yes”. She provided appointment options and the appointment time was set for an 8 am – 12 pm window on the next day.

She then recapped the call and assured me that I would receive a call from the technician when he was en route. The technician called at 8:30 the next morning to confirm the appointment. He inquired as to what type of problem I am experiencing with the service.

I explained that there are no problems with the service, but I requested the installation of 2 additional wall outlets. He explained that he is a repair technician and would have to call the dispatcher to have an installation ticket opened.

He apologized for the error and assured me that I would receive a call regarding the new ticket. I’m wondering if the installation request is truly covered by the line/wiring maintenance warranty.

While this company’s product is great, the service is questionable. The call center personnel seem confused and unclear about what they can provide. There appears to be a disconnect between departments, as the employees do not seem to understand how they impact one another across departments.

Don’t make the same mistakes as this service provider. Examine your company to make sure your employees understand the products and services. Allow them to spend time in other departments to get the “wholistic” view of the company so as to have a better understanding of how their performance impacts others.

These simple steps can assist in creating a better work environment along with assuring the long-term happiness of your customers.

By the way, I’m still waiting for the return call regarding the new ticket! Oh well…


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