One of the few constants we can agree upon is that technology is always changing. This is a challenge to businesses especially when equipment needs to be upgraded for your customers.
Recently I received a call from Comcast telling me my modem needed an upgrade so I would get the full benefit of the service. When we called them to ask what this was about they explained it was an equipment upgrade and they could send it to our local center for pick up.
We went to the center to find out it had been permanently closed and there was a sign listing two other locations. We called to ask why we were directed to a closed location and were told there was no record of it being ordered. Instead they told us they would mail to us.
We did get a shipment in the mail but it was the wrong box. So back to the phone. They put in a note to send us the correct version and then added we would have to return the mistake and the old equipment to them in person.
After getting the correct equipment and installing we still had 2 modems that needed to be returned. This time we tried to call to make sure the location they told us to go was open. Unfortunately you have to call the 1-800 number and can’t call each store individually. After waiting 20 minutes on the phone they said the store we had been told to go to was closed and they had no idea when it would open.
Finally they said they would send paperwork so we could mail boxes back to them. I understand Comcast works in an ever changing industry and their equipment is in people’s homes so it's not easy to just switch over as you would in a factory or office you own.
Comcast is quick to promote their commitment to customer service in all of their advertising. But when you are alerting customers by phone to make the switch, I don’t think it’s unreasonable to have a process in place to explain to you what has to be done and how it can be done easily. Having unprepared call center workers who don’t even know which locations are still in operation or what equipment you actually need makes customers angry.
Providing updating technology is good but frustrating customers in the process is bad for your brand.
You can connect with me at firstname.lastname@example.org