Knoxify

“Out of 60 com­pa­nies, only 4 had a worse rep­u­ta­tion than Com­cast…” -Wired

The quote above from the Feb. 09 issue of Wired Mag­a­zine prob­a­bly drew an array of nod­ding Knoxvil­lian heads as the cable giant tries to pol­ish its local cus­tomer ser­vice image. Recent Knoxville out­ages haven’t helped the situation.

Since heavy winds and rain hit Knoxville last week, my neigh­bor­hood felt the power out­ages, downed lines, and the hard effects of heavy branches. Our lines are not buried which means we have expe­ri­enced loose cable wires and with the amount of chil­dren in the neigh­bor­hood, we all have been con­tact­ing Com­cast via phone.

It turns out that they have been and still are slammed given the recent weather prob­lems. Yes­ter­day, Sun­day the 15th of Feb­ru­ary, I turned to Twit­ter for my Com­cast issues.

I tweeted, “Does @comcastcares really give a rip we have their wires hang­ing got some kids play­ing with them” to which Com­cast replied, “@brandonclarke I would like to get that cared for. Email the specifics to We_Can_Help@cable.comcast.com”

Within 5 min­utes they had sent me an e-mail, 10 min­utes later they called to speak to me about the sit­u­a­tion, 30 min­utes later two trucks showed up with two of the nicest guys in town, For­rest and Pat (pic­tured above).

Appar­ently, their dis­patch was con­tacted through a ser­vice man­ager here in Knoxville; I think his name was Char­lie Goodrow. Within an hour, not only did Com­cast clean up the lines but they restored my cable and internet.

In 1 hour this entire sit­u­a­tion was resolved on a Sun­day of all days. Kudos to Com­cast for their ser­vice, I think this pos­i­tive sit­u­a­tion only goes to show the inno­va­tion of the entire cus­tomer ser­vice indus­try — my how times have changed. Now if we could get a hold of Bell South, as their wires are dangling.

Cus­tomer Cen­tered is a series of posts that show­case Knoxville busi­nesses that actu­ally care about their cus­tomers. If you have a story to share send it our way.