Recently my computer wouldn't turn on. I was sure I was going to have to pay a large fee since I was out of warranty.
I contacted Dell and they wanted $59.00 to even troubleshoot with me.
I said no, but mentioned that my graphics card was under a class action lawsuit.
The customer service rep looked into the problem and made me an offer.
They shipped me a fedex box overnight, I shipped my computer to the depot, and if my problem was due to the graphics card, they would fix it for free.
About a week later my computer arrived to my home working great.
I was impressed with Dell and their efforts to fix my solution.
My only comment would be that Dell should recognize these circumstances and not automatically impose this $59.00 fee to those who don't have a warranty. Listen to the customer, check their system for recalls, then perhaps impose a fee.
Thanks Dell
Until I shop Again,
The Customer Service Spy
Twitter.com @thespyshopper
Sunday, May 15, 2011
Monday, January 3, 2011
Comcast is the Pits
Comcast is the only cable provider in my area. Recently, my bill nearly doubled. After talking to Nelson, Helen and eventually contacting Laurie at The Office of Rick Germano, I asked one question, "Can my bill be lowered? I can't afford this. " I got the run around, telling me the same cut and paste email/response they give everyone: "blah blah blah, promos are only available to new customers, comcast is superior." As normal working citizen, why are we paying so much for limited cable and basic internet? Over $131? Comcast does not care about customer loyalty. In fact, check out the fill in the blank email response they sent me:
Thank you for contacting the Comcast Office of Rick Germano, Senior Vice
President of Customer Operations regarding the price of your services. I
can understand your concern with your the increase in your bill as I
would feel the same way if this were to happen to me. My name is Laurie
and I want to thank you for the opportunity to assist you today.
Upon review of your account, I can see that your promotion for the
Digital Starter and Internet Service came to an end and the rates you
were paying rolled over to the regular rates. Due to just rolling off of
promotions for these services, you do not qualify for another promotion
at this time. I certainly do apologize for any inconvenience that this
may cause you. I can see that you currently have Digital
Cable TV and Internet Services with Comcast. Many customers find that
when they subscribe to a triple play bundle package from us they save
money on their combined household expenses. You too could find that the
added video features, increased Internet speeds and convenience of
Comcast phone service with a Triple Play Bundle would provide you even
greater value and more savings over what you pay now to multiple
providers. If you would like to upgrade to a triple play package and
have the Comcast Digital Voice added to your account, please do reply
directly to this e-mail and either myself or another member of the Rick
Germano Team would be more then happy to assist you with this.
Due to being put on various promotions, will cause fluctuations of your
bill due to the pro-rates charges and credits. Pro-rated charges and
credits occur because we bill one month in advance for your service and
you had already been billed for the package you had changed. When you
change your service level and/or on put another promotion, the amount
due on your first statement after the change will be slightly off from
your new rate because of pro-rated charges or credits from your most
recent billing cycle. These charges or credits will be for the
difference between the old and new service packages from the date you
made the change to the end of the billing cycle in which the change was
made. In regards to your Comcast offering existing customers new promotions, I
would be more than happy to answer your questions. When you signed up
for Comcast Cable, you received a special promotional rate. When this
offer expired your promotion rolled over to the regular rates which was
explained to you when you first agreed to the promotion as well as the
promotion on our website advises you of the ongoing rate after the
promotion. The promotion that you received as a new customer is an
introductory offer for you to experience the Comcast services.
Our promotional pricing is in place to attract new customers to our
products and services with the hopes of retaining them as valued
customers such as yourself. We do offer our existing customers
promotional rates on upgrades with qualifying products and bundles.
These promotional rates are available for specific terms again with the
purpose of retaining loyal customers.
Comcast bundles packages to combine Digital video, Internet and Phone
service on one convenient monthly bill and provide you significant
savings by subscribing to all three products Also to show our existing
customers that we do value their ongoing patronage, we quite often run
promotions for free Video On Demand Coupons and/or a promotional offer
for a free premium channel such as HBO, Cinemax, etc. These promotions
are not on going but do occur on a regular basis. We also upgrade
different features and add features at no additional cost to our
customers. If you qualify for these types of promotions depending on the
current services, you would receive coupons in your monthly statement.
I understand that you are considering switching your services to another
provider such as DirecTV and/or Verizon if we cannot provide you with
another promotion. I would like to provide you with some clear facts to
show you why Comcast is a much superior product to other providers and
truly is a better value for your money. Like Comcast, other providers
will offer you an introductory offer to experience their services and
once that introductory offer expires, you will also be paying their
regular rates.
(Fill in reason why comcast is superior)
Thank you for choosing Comcast, we appreciate your business. I hope that
the above outline really does show you that Comcast offers superior
products. If we can be of any further assistance please do not hesitate
to contact us.
Sincerely,
Laurie Clark
Office of Rick Germano
Laurie Clark didn't even remotely solve my issue.
Twitter.com @TheSpyShopper
Thank you for contacting the Comcast Office of Rick Germano, Senior Vice
President of Customer Operations regarding the price of your services. I
can understand your concern with your the increase in your bill as I
would feel the same way if this were to happen to me. My name is Laurie
and I want to thank you for the opportunity to assist you today.
Upon review of your account, I can see that your promotion for the
Digital Starter and Internet Service came to an end and the rates you
were paying rolled over to the regular rates. Due to just rolling off of
promotions for these services, you do not qualify for another promotion
at this time. I certainly do apologize for any inconvenience that this
may cause you. I can see that you currently have Digital
Cable TV and Internet Services with Comcast. Many customers find that
when they subscribe to a triple play bundle package from us they save
money on their combined household expenses. You too could find that the
added video features, increased Internet speeds and convenience of
Comcast phone service with a Triple Play Bundle would provide you even
greater value and more savings over what you pay now to multiple
providers. If you would like to upgrade to a triple play package and
have the Comcast Digital Voice added to your account, please do reply
directly to this e-mail and either myself or another member of the Rick
Germano Team would be more then happy to assist you with this.
Due to being put on various promotions, will cause fluctuations of your
bill due to the pro-rates charges and credits. Pro-rated charges and
credits occur because we bill one month in advance for your service and
you had already been billed for the package you had changed. When you
change your service level and/or on put another promotion, the amount
due on your first statement after the change will be slightly off from
your new rate because of pro-rated charges or credits from your most
recent billing cycle. These charges or credits will be for the
difference between the old and new service packages from the date you
made the change to the end of the billing cycle in which the change was
made. In regards to your Comcast offering existing customers new promotions, I
would be more than happy to answer your questions. When you signed up
for Comcast Cable, you received a special promotional rate. When this
offer expired your promotion rolled over to the regular rates which was
explained to you when you first agreed to the promotion as well as the
promotion on our website advises you of the ongoing rate after the
promotion. The promotion that you received as a new customer is an
introductory offer for you to experience the Comcast services.
Our promotional pricing is in place to attract new customers to our
products and services with the hopes of retaining them as valued
customers such as yourself. We do offer our existing customers
promotional rates on upgrades with qualifying products and bundles.
These promotional rates are available for specific terms again with the
purpose of retaining loyal customers.
Comcast bundles packages to combine Digital video, Internet and Phone
service on one convenient monthly bill and provide you significant
savings by subscribing to all three products Also to show our existing
customers that we do value their ongoing patronage, we quite often run
promotions for free Video On Demand Coupons and/or a promotional offer
for a free premium channel such as HBO, Cinemax, etc. These promotions
are not on going but do occur on a regular basis. We also upgrade
different features and add features at no additional cost to our
customers. If you qualify for these types of promotions depending on the
current services, you would receive coupons in your monthly statement.
I understand that you are considering switching your services to another
provider such as DirecTV and/or Verizon if we cannot provide you with
another promotion. I would like to provide you with some clear facts to
show you why Comcast is a much superior product to other providers and
truly is a better value for your money. Like Comcast, other providers
will offer you an introductory offer to experience their services and
once that introductory offer expires, you will also be paying their
regular rates.
(Fill in reason why comcast is superior)
Thank you for choosing Comcast, we appreciate your business. I hope that
the above outline really does show you that Comcast offers superior
products. If we can be of any further assistance please do not hesitate
to contact us.
Sincerely,
Laurie Clark
Office of Rick Germano
Laurie Clark didn't even remotely solve my issue.
Twitter.com @TheSpyShopper
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