Customer Service: Comcast and Netflix
Last week I called Comcast because of an ongoing problem with our cable. This was the first time that I've ever called them and felt satisfied after speaking with one of their Customer Service people. First, Joe, the guy I spoke with, spoke perfect English without mumbling. Either he was an American, or it's the first time I've spoken with a CS person from India that perfectly mimicked an American accent. Either way, it makes understanding him a lot easier.
Beyond that, he was knowledgable! He explained what was going on, why it was happening and why theyd have to send a repair person out to fix it. (The last two times we've had said problem, they offered to send a person out. The first time I said yes, the guy came over, tightened a wire in the back of the box and said the problem was fixed. It wasn't. The second time they offered, I told the woman I didn't see the point if all he was going to do was tighten the same wire again, and declined it.) But Joe said that it might be a problem with the box the building has or our own box and the repair person would need to track down where it is. I don't like being a difficult person, but I don't want to stay home from work for a day so someone can tighten a wire I've already tightened. The fact that Joe explained that it might not be a problem with the connection in my apartment cleared things up significantly.
I wish I had thought to get his last name before we hung up, or spoken to his supervisor to let them know how helpful I found him. So many people I've spoken to there over the years haven't been helpful, that I'm angry with myself for not praising him to his superiors.
I just got off the phone with customer service for Netflix. Netflix is doing away with their profile feature (the ability to have multiple queues on on account). I find this feature immensely helpful because I can separate my queues based on whether it's movies or television shows that I want to see. Plus, with queues limited to 500 discs, and tv shows routinely taking up between 3-6 slots per season, it helped alleviate the limits they placed on each queue. The company line is they doing away with the profile feature for our benefit.
"While it may be disappointing to see this feature go away, this change will help us to continue to improve the Netflix website for all our customers."
Since I didn't see any benefit to this, I called their Customer Service line. I asked if they were going to import the other queues into the main queue. They can't. I asked if they were increasing the queue limit. The plan is to increase it to 999 before they Sept 1 removal of the queues. I asked why they were taking away a feature many of their customers like and praise. To serve the customer better. How? It will make the site run better. How? She didn't really have an answer to any of this, other than it was a "business decision" and the CS reps weren't given much information. I told her that wasn't really a satisfactory answer, and she needed to let her supervisor know that they needed to have more information for customers like me who enjoyed the feature and are angered at their decision to eliminate it.
That was pretty much it. Nothing satisfactory, which isn't her fault so much as the fault of those from up high. I'll probably write them a letter for all the good that it will do.
ETA:
This is the letter I sent Netflix via there Request and Suggestion feature, which one of the CS employees suggested using. I'm sure it would have been better if I put thought into it, but I kind of just jotted it off in two minutes. I did proofread for spelling though.
"I am very displeased with the fact that you will be eliminating the feature of having separate queues under one account. It is an awesome tool that you guys have provided for years, and one my friends and I have found to be very useful. I'm further disheartened by the fact that you aren't giving any decent answers as to why this is happening. You're not giving any specifics as to what improvements will be made by you eliminating this feature. The announced elimination of Profiles has me looking into some alternatives to Netflix. I'd hate to have to leave after 5 years, but this complete disregard for your customers wants and needs, as well as the lack of a decent explanation has really soured me on your company."
Beyond that, he was knowledgable! He explained what was going on, why it was happening and why theyd have to send a repair person out to fix it. (The last two times we've had said problem, they offered to send a person out. The first time I said yes, the guy came over, tightened a wire in the back of the box and said the problem was fixed. It wasn't. The second time they offered, I told the woman I didn't see the point if all he was going to do was tighten the same wire again, and declined it.) But Joe said that it might be a problem with the box the building has or our own box and the repair person would need to track down where it is. I don't like being a difficult person, but I don't want to stay home from work for a day so someone can tighten a wire I've already tightened. The fact that Joe explained that it might not be a problem with the connection in my apartment cleared things up significantly.
I wish I had thought to get his last name before we hung up, or spoken to his supervisor to let them know how helpful I found him. So many people I've spoken to there over the years haven't been helpful, that I'm angry with myself for not praising him to his superiors.
I just got off the phone with customer service for Netflix. Netflix is doing away with their profile feature (the ability to have multiple queues on on account). I find this feature immensely helpful because I can separate my queues based on whether it's movies or television shows that I want to see. Plus, with queues limited to 500 discs, and tv shows routinely taking up between 3-6 slots per season, it helped alleviate the limits they placed on each queue. The company line is they doing away with the profile feature for our benefit.
"While it may be disappointing to see this feature go away, this change will help us to continue to improve the Netflix website for all our customers."
Since I didn't see any benefit to this, I called their Customer Service line. I asked if they were going to import the other queues into the main queue. They can't. I asked if they were increasing the queue limit. The plan is to increase it to 999 before they Sept 1 removal of the queues. I asked why they were taking away a feature many of their customers like and praise. To serve the customer better. How? It will make the site run better. How? She didn't really have an answer to any of this, other than it was a "business decision" and the CS reps weren't given much information. I told her that wasn't really a satisfactory answer, and she needed to let her supervisor know that they needed to have more information for customers like me who enjoyed the feature and are angered at their decision to eliminate it.
That was pretty much it. Nothing satisfactory, which isn't her fault so much as the fault of those from up high. I'll probably write them a letter for all the good that it will do.
ETA:
This is the letter I sent Netflix via there Request and Suggestion feature, which one of the CS employees suggested using. I'm sure it would have been better if I put thought into it, but I kind of just jotted it off in two minutes. I did proofread for spelling though.
"I am very displeased with the fact that you will be eliminating the feature of having separate queues under one account. It is an awesome tool that you guys have provided for years, and one my friends and I have found to be very useful. I'm further disheartened by the fact that you aren't giving any decent answers as to why this is happening. You're not giving any specifics as to what improvements will be made by you eliminating this feature. The announced elimination of Profiles has me looking into some alternatives to Netflix. I'd hate to have to leave after 5 years, but this complete disregard for your customers wants and needs, as well as the lack of a decent explanation has really soured me on your company."