Customer service failure
My family recently made the difficult decision to place my father-in-law into a senior care facility, which can be tough enough when things go as planned. My father-in-law was placed in a room that he wasn’t well suited for, which in of itself would not have been that big of a deal, but getting the cable switched to a new room would turn out to be a major pain in the butt.
As soon as a new room was selected, we called the national cable company to get the service installed in the new room. This is where the real difficulties started.
After talking with a handful of associates, probably all outside of the US, it was deemed “easiest” to cancel the current cable service and reorder it for the new room. This led to the cable immediately being turned off in the old room but no service in the new room. This was about mid-week and my father-in-law was beginning to worry that he would miss the Daytona 500 on Sunday. He is a huge NASCAR fan!
Well, after several more hours on the phone, we were able to get the cable company to promise installation on Saturday sometime between 1:00 and 3:00. Sure enough, Saturday at 2:45 rolls around and there is no sign of anyone to install the cable. The phone game starts again with several new associates, each having no clue about what the problem was. Finally, we gave up and decided to address it on Monday. My father-in-law would have to miss the Daytona 500 because a company was not able to properly serve their customers.
It made me appreciate a great deal more the fact that our company has real people that care about our clients. They’re available to speak with clients personally and empowered to immediately solve any problems that arise. It doesn’t give my father-in-law back the Daytona 500 but at least I know we are doing things the right way.