Ok. Here goes my final post on this subject.
I came to this sight after multiple attempts at a resolution to get the Visa gift card that Comcast had promised but failed to deliver. I was so infuriated at reps who deferred the issue to a website that on its best day is a joke.
I began to vent here only to be further incensed at the blanket responses, further deflections of blame, and the idea that I have to do Comcast’s job by notifying them that there is a problem and emailing this person and that person my info.
Before I get to the main point of this email, let me concur with a previous poster homemathis, “Maybe take a proactive approach and build a report that shows you who hasn’t received the cards and start working that list.”
I so wholeheartedly agree with this point and having worked for Sprint in both Reactive and Proactive Retention, I know that this report is not only possible, but doable. While working with reactive accounts (those individuals like us) the customer would call in to vent their frustrations and it was our job by the end of that call to resolve the situation and retain the customer. I was really quite successful at this mainly
because I listened. I didn’t give the same vague pat answer. I didn't care if they guy they talked to before didn't do what he said he would do or he made a mistake, I just tried to fix it. In addition to resolving the issue they were initially calling about, I also gave some kind of additional compensation (ie free minutes, free phone, or a discounted rate) just to say “I am sorry that this happened but I was glad that I could fix it for you.”
In the Proactive department, we had a list that we worked from and called those customers whose contracts were about to end. We would offer a better deal, a new phone, something to get them to know that we valued them as loyal customers. We wanted them to know that we did not value our new customers more than them by giving the new customers a better deal than say someone who had been with us for 10 years.
I believe this is what Comcast needs. I believe without a proactive approach and only dealing with the reactive customers, you will be doomed to fail in the customer service department. I think that it would take minimal time to configure your system to put a date flag on an account so that when installation is complete, a reminder is set for 90 days out to see 1) this account’s 90 days are up. 2) They have made all their
payments on time. 3) Send request for card. 4) Flag to follow up in 30 days to see that card has been sent out. Reminder pops up 30 days later 4) Check to see card has been sent. It has. Remove flag. It hasn't... follow up to get it done. The end.
If you made this part of your software program, it is a simple yet effective tool to gain customer’s appreciation that you are proactively taking care of them.
Now with all that being said… Prior to finding this site, I filed a complaint with the BBB and the FTC. I then found this site and began posting. I followed the instructions on here and emailed EVERYONE listed with my information. The first email got no response. Then I posted again. I resent the emails to EVERYONE and got a phone call from Elyse Salonko, in the Executive Customer Care Dept for the Washington market, on Monday, who said she would process the card and have it sent by rush UPS and have it by the end of the week.
I received an email from her supervisor this morning, stating the card would be delivered by 10:30 am today and to my surprise…….
Wait for it……… wait for it……….
IT DID ARRIVE at 9:37 a.m.!!!!!
So I guess the squeaky wheel gets the grease.
Thank you to Elyse for following through and resolving this issue for me.
With all of this being said, all I can suggest to other customers is EMAIL, EMAIL, EMAIL.
It is a shame that we have to do it, but until they begin to take a more proactive approach in finding out which customers are not getting the gift cards, then this is the only way to find resolution to this problem.
So good bye forum and good luck to finding your resolution
