A follow up to "Dear Comcast, Good Riddance!"

I had a couple people comment to me that they were surprised to see Comcast comment on my previous blog post. I'm not - I know they have a department that watches the internet for blog posts, etc. I hope they read this one too, because there is an individual in that company that deserves a raise - a huge one at that!


After Comcast left the comment on my blog, I followed up with an email to them. I believe in giving second chances, or in Comcast's case, third and fourth chances - I know, I'm a glutton for punishment! But if they were willing to come down in price and not hassle me about the triple play package I would continue my service with them. At the same time, I was also adamant that I was keeping the order to disconnect in place unless they came down in price. I held off switching to a competitor temporarily until I could determine if Comcast truly wanted my business. I had two people respond with something along the lines of "we'll review your request and contact you." Then on Monday I received a call from Elyse S. in their Executive Customer Care department. I actually talked with her last summer when we were having trouble with our cable reception. Let me tell you, Elyse is a rock star!


This girl knows how to get things done! I talked with her today and she set me up with the promotional rate that I requested. She then reviewed the cable package I was getting to see if I could get a more basic package that had the channels I watched, and guess what - I was able to go down a level of service! I am losing MLB Network, but I didn't watch that one regularly, although it was a nice extra. But it's not worth an extra $10 a month to me. 


And here's what was super cool about Elyse - not once during our conversation did she hide behind company policy and tell me she couldn't get me the rate I requested. She didn't act like she was doing me this huge favor and that I should be eternally grateful to her. She didn't try and push extra products on me. However, she did listen to what I asked and worked with me to find a solution I found acceptable. She provided me with customer service!


So Comcast, please give Elyse a raise. She deserves it!


A final note - while I may view Elyse as a rock star, be assured that my opinion of Comcast otherwise has not changed. I know that if I call their toll free "customer service" number, I will again end up hanging up on the account representative. For that reason I have saved Elyse's direct line and email address and I will be using her as my contact point anymore with the company. Here's hoping another company doesn't realize what an asset she is and steal her away from Comcast!