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I wasn’t intending to make a post today, but I want to share with you a story about exemplary customer service – from my cable company. No…really. You may have seen me tweeting last night about how incredibly dependent I am on the Internet, and how lost I was when Roadrunner (and therefore our digital phone service) went out.
Tom called and set up an appointment for a technician to come out and look at it today, but when I woke up this morning, both the Internet and the phone worked. So we cancelled the service call. Of course, they went out again at about 2:00 this afternoon. About a minute later, I got this tweet:
TWCableHelp: @CutestKidEver Can reschedule the technician if you don’t mind DMing the account or phone number. ^BP
So I did. I was told that a technician would be over sometime between 2:30-4:30 today. It’s 4:15 as I’m typing this up, and the cable guy just left a little while ago.
The root of the problem was not readily discernible at the place where the cable modem meets the wall, although it was spitting out a whole slew of error messages at him. I directed him to the circuit breaker in the backyard shed, and within a few minutes, he found that we had some really old cables and a really loose connection. He replaced the cables and tightened things up – and I got my Internet and phone back.
He could have left then, and I would have been happy. But he tested our TV signal, and it wasn’t as strong as it could have been. He followed the Really Long Cable we have running around the room to where it comes out of the wall. This cable was inordinately long when we moved in, and we never bothered to replace it. He trimmed the cable for me so we didn’t have spare loops of cable hidden behind a bookcase. He may have replaced some hardware there, too, but I don’t know for sure.
And he replaced our remote control with the new, upgraded version they’re using now. Which is cool, because we’d lost the battery cover on our old one, and we could no longer use that remote to turn the TV on and off, so we’ve been using multiple remotes. I think this one is actually universal again.
Thank you, Time Warner Cable, for being so super responsive and so attentive to your customers. As the technician said, he could’ve left the TV cable alone, but better to fix it while he’s there before a problem pops up than to have to send someone back at a later time. Thank you for going above and beyond instead of just enough.
That’s me: Christina Gleason. I’m a writer, editor, and disability advocate. I'm a multiply disabled autistic lady doing my best in this world built for abled people. I’m a geek for grammar, fantasy, and casual gaming. I hate vegetables. I cannot reliably speak, so I’ll happily conduct business over email or messaging instead.
