Putting the CUSS in Customer Service – A Rant By Joseph Sangl

Ever had an experience with customer service that really puts the CUSS in Customer Service?

I have had some seriously frustrating experiences with my cable over the past year.

I will list some of them.

  • Cable goes out during nearly every rain storm
  • When cable goes out, my INTERNET goes out (it’s amazing how tied to the internet I have become!)
  • My cable has went out for periods ranging from 1 hour to 17 days
  • I can shake a wire outside and the cable service MIGHT come back on, but the company can’t figure out why
  • I have had no less than four different issues/outages.
  • Cable went out during a Purdue Boilermaker football game.  That is bad news for the cable company.

When I talk to Cusstomer Service, they have yet to say, “I am so sorry for your problems.  You are a very important customer to us, and we are committed to fixing this right away to your complete satisfaction.”

In fact, when I do call Cusstomer Disservice they attempt to sell me something!  Every. Single. Time.  “Sir, would you like to try out our VOIP phone service?”  “Sir, would you like to upgrade your entertainment package?”  NO!  I just want my stinking cable and internet back!!!

So recently I read my friend’s blog post about blazing fast internet service without having to have a home phone AND he saved a ton of money.  You can bet that I have contacted him to figure out how I can do the same deal.

I KNOW that companies have issues.  ALL companies have issues from time to time.  That is when Customer Service is most important!

So cable company, the next time I call with an issue I want to provide you with a written checklist for your customer service agents to follow.

  • “I am so sorry that you are having issues today.  We strive for excellence, and we are sorry you are having this issue.”
  • “You are a very important customer to us, and we will not be happy until we have restored your service to its full capability.”
  • Upon verification of the issue, call and tell me, “I am placing a credit for one month’s service on your account.  We are so sorry for the inconvenience.”
  • If you really want to knock it out of the park, you can send me a written repair statement telling me exactly what the problem was, how it was repaired, and what has been changed to prevent this problem from occurring again in the future.

Perhaps you could really go out on a limb and benchmark some companies that are highly regarded for their great customer service.  A company that comes to my mind is Capital One 360 Bank.  They have GREAT customer service AND they have a GREAT product in their on-line savings accounts!

But it may be too little too late for the Sangl family.  Four strikes add up to an out with a mulligan.

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  1. Saving Freak on November 14, 2007 at 7:06 am

    I believe God is using Joe to make everyone else’s cable a little better. You see Joe’s house sucks up all the serious cable issues so that the rest of us can enjoy a reliable product. With the Sangl home to take these issues they might be distributed evenly to the cable customers as a whole. Being a customer of the same company as Joe I appreciate his sacrifice and humbly ask that he continue on with cable.

  2. Tina Harkey on November 14, 2007 at 8:47 am

    The same company was supposed to disconnect my mil’s cable when she passed away. Instead, they disconnected mine and left hers on. It took 9 days to get it corrected and ours reinstalled.

    When we moved into our new house it took 15 days to get our cable turned on. I also sent Tony’s blog posting to my husband and we are seriously contemplating doing the same thing. It’s crazy to continue to pay for a service and not receive it!

  3. Just me on November 14, 2007 at 9:44 am

    I went to the link and being that Tony Morgan and the readers comments i read are SOO much more “in the loop” about things like this than i am.. Is there any way you could tell us what we need to do to go about this deal too. I went to the 3 links on the page but one wasnt for here it was southwest and the other two read like blah blah blah to me. My cable has been randomly resetting itself for about 2 weeks now (only the moxi box that takes 15 min to restart), I have 3 channels with no sound, and as of yesterday my moxi can’t even tell me what is coming on and furthermore it isnt able to record my stuff since it doesnt say anything is on … GRRR. If it wasnt for having some online classes i would cancel it all and start fresh .. BUT i have to have my computer and i have no landline to work with.

    So in short help those of us not so gifted in the computer geek area please!

  4. -joe d. on November 14, 2007 at 2:13 pm

    What is “out with a mulligan”?

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