Sunday, October 25, 2015
Resolving substandard service
Flipped over to my local cable sports network and found the picture quality and sound was even worse than TBS.
Time for a customer service online chat. I find it's much faster and responsive than a phone call. After a 15 minute chat and no success with a cable box reset, they scheduled a service appointment 3 days out. I'd have to leave work early to meet the technician. When finished with the chat, I tweeted the problem out of frustration. I am certain the tweet got someone's attention.
The next morning at work, a cable TV technician called me. He told me my issue was "escalated" and instructed me to check my television to see if the picture problem was fixed. I said I'd check as soon as I got home. Sure enough, the pictures on both networks were back to their HD splendor. Best of all, I avoided an early exit from work and cancelled online my service appointment.
This past issue is one of several I've had with this cable provider since my move to the Outer Sunset in 2011. (HINT: it's the cable provider that provides a very fast internet)
1. Added HD about a year after my move into Inner Sunset condo.
Found out later it would have been cheaper to switch to an HD package with more channels. Self-discovery of other packaged/bundle changes or deals that aren't as described would be a recurring theme over my next 2 moves.
2. Added triple-play package when I moved to the Outer Sunset.
Upon my move:
a) landline number I was told I could keep when moving wasn't true, and
b) internet connection went out after a day.
I was told the earliest service appointment was in 3 days. I tweeted this, and got a call from a local technician within an hour. He got my internet back up in 15 minutes. I continued to complain about the phone number issue. Ultimately, I got the service charges waived and 50% off that month's bill.
3. Offered a special double-play package good for 2 years when I moved to the Lakeside District.
Turns out the special price is only for 1 year. In the second year, the monthly rate goes up, but it's still less than the "regular" rate. Again, repeated complaints via Twitter got someone from the executive offices to resolve my issue. They gave me the 2-year double-play package, with each month at the same rate.
For those of you that have given up cable and satellite because of poor service, I commend you. I know there are alternatives. But if you've read this far, you've concluded that I like to argue.
I do. Especially when it comes to these guys.