One way a company can avoid be taken to task by Consumerist on the wide world of webbernets is to have their product do what it should in the first place, or if that fails, at least have customer service reps ready to be helpful. When that fails, you can always pull a makegood and gain back a few points with us. Just a few.
Such was the case with Cablevision, after reader Nicole wrote in with her tale of Internetless woe. A month without Internet, after paying for Cablevision’s Ultra package which should’ve seen speedy service and a number of failed visits by engineers to fix the problem, combined with a whopping $400 or so in installation and service fees, and Nicole was about to tear her hair out.
After we posted her story, a Cablevision employee got in touch with us, and in turn, we connected him to Nicole. She sent in two updates:
We just talked to Jim from Cablevision, who was extremely apologetic and immediately waived all charges on our account. Right now he has the engineering and field teams working on the situation and they are hoping to have our issue resolved within one week.
As a result of everything, Cablevision rescheduled network maintenance which had been scheduled for the end of the week for last night. The network maintenance resolved our issue, and they agreed to wipe our bill clean, and start our billing from today. Thank you so much for all of your support.
While this is great news for Nicole, this kind of service should be the rule, and not the exception. Step it up, companies, so that the public shaming isn’t necessary in the first place.