Posts Tagged ‘customer service

15
Dec
09

Update on Qwest issue with HD streams via Xbox/Netflix

I had written previously about an issue I was having where I could not view HD movies through Netflix on the Xbox. Any time I initiated an HD stream, the internet in my whole house would disconnect. I did a bit of troubleshooting, and some Googling and found that it was most likely a Qwest issue with the router.  I contacted Qwest after being prompted to do so by one of their customer service people who crawls the internet looking for disgruntled customers. Within 24 hours I was contacted by a live person on the phone. A few days, and a few speed tests later I had a new modem and the HD stream problem was fixed.

I had also been having another annoying problem where my bandwidth was nowhere near the capacity that I was paying for. Nearly dial-up on a 7Mbps connection. This issue was not resolved by the new router. Again, I contacted Qwest and had a live technician on the phone the next morning. He ran some tests on his end and found that there was a problem at the central office that was sending a ton of errors down to my modem so that it was unable to sync at the appropriate speed. He moved me to a different switch and the problem is now solved.

I just wanted to post an update because I did a fair amount of bitching about Qwest in my initial blog post, and Qwest support really did a great job of handling my issues and winning back my loyalty as a customer. I work in the support field, so I know that providing this level of support is a lot easier said than done. And Qwest, if you’re still paying attention, don’t offshore your support. You’ve got great staff and they deserve to keep their jobs.

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18
Dec
08

Cash is king. Citi fails.

After many, many years as a Citibank credit card customer, I elected to terminate my account today. As has been widely reported, Citibank decided to reward many of its loyal customers with huge rate increases. The real bitch of this is that it wasn’t done as a penalty for cardholders who were late on payments, it was applied across the board. I don’t even carry a balance on my Citi card. So this change wouldn’t have affected me in any way – at the moment. However, if at some point in the future I do need to use credit for a major purchase, I don’t want to be stuck with an account that has rates that are normally reserved for deadbeats. This is a blatant cash grab by Citi, and I find it disgusting. That’s why I terminated my business with them.
What really surprised me was the total lack of any sort of customer retention strategy on Citi’s part. I called to opt out of the rate increase and the whole process took about 3 minutes. There was no hold time at all, and there was no “let me transfer you to a specialist”. Just press 1 for English, then speak to a rep for about 45 seconds, and the account is closed. They didn’t even counteroffer with anything to help take the sting out of the rate increase. I was surprised. Anyone who has ever closed a credit card account has probably experienced the usual tactics where they try to throw you a bone to keep your business. Low balance transfer rate? No payments for 90 days? Nope. Nothing. Just “OK, Mr. Jihad, your account is now closed. You’ll receive a confirmation letter in 5-7 days. Kthxbai!”