You always know it’s going to be a long day when you boot up your computer and your internet access isn’t working. I tried for a couple of hours this morning to troubleshoot the problem myself before I finally threw in the towel and called Comcast.
After a short wait on hold I was connected with Dennis. Dennis was one of the best service providers I’ve talked with in a very long time. For an hour he put my system (and me) through all kinds of maneuvers trying to get to the source of the problem. He was smart, patient, personable, and committed to help me get to the bottom of the problem.
As it turned out, he concluded that it was a router issue. He didn’t just “dump me” and tell me to call Linksys. First he coached me on what to say so I got the “language” right. Then he called them with me and promised he’d stay on the line until the issue was resolved.
On the first try we waited on hold for some time, so he ended the call and kept me with him on the line. In the meantime, he contacted the Linsys online live support. They gave him another telephone number to try. If a few short minutes he was dialing them again. Somewhere in the Linksys call transfer process, Dennis dropped off the line.
I never got to thank him, so Dennis, if you see this, Thank You! You were excellent. I appreciate your patience and your willingness to help me! You are an outstanding example of someone who gives great customer service.
The story doesn’t end there, because Lisa at Linksys “dumped me” at her first opportunity. She was very quick to diagnose a modem problem and told me to go back to Comcast.
A couple of hours ago I made another call to Comcast. This time I reached Brandon. I asked if he could get me to Dennis, since Dennis was already familiar with the problem. He cheerfully offered to check Dennis’ extension. He came back and told me Dennis was with another customer. Then he gave me options. Dennis could call me back, or he (Brandon) could help me.
Mind you, I didn’t want to start all over again with Brandon, but there was something in his voice that convinced me it would be ok. Brandon quickly reviewed Dennis’ notes. I briefly brought him up to date and within a couple of minutes Brandon had some ideas about a few different things we could try.
Brandon was like a Dennis clone. He was friendly, patient, knowledgeable, and committed to doing every thing he could to help me. Once again, after 30 – 45 minutes, we had narrowed it back down to a router problem.
By that time, I was beginning to wonder if I needed a new router. I asked Brandon if he’d mind sharing his personal opinion on router models, life expectancy, recommendations, etc. Once again, he was extremely helpful.
THANK YOU Dennis, Brandon and Comcast! Your commitment to great service made a difficult situation a little easier for a very grateful customer.