I can't stress this enough... (Saturated Market)

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I can't stress this enough...

Hello there! Sorry for the long delay. I was offline longer than expected; and that leads nicely into my topic for today. Customer service can go a long way, but if you drop the ball, you'd better hope you can fix it while there's still goodwill left over.

I wrote before about how happy I am with Rogers. Well, that relationship's been strained lately. When the Saturated Market Headquarters moved, I had my internet moved from the old location to the new one. Problem is, the technician left with the job unfinished. The service wasn't working, but instead of staying to fix it, he just left. So I had to wait 5 days for a new tech. I was offline for about half of that, then managed to use the old connection still at the house (from Sympatico, competitor numero uno). So that was a bit of a loss.

Also, seems that in the move they turned off my email account. The one that I needed to keep above all. The reason I moved this account instead of transferring it to my roommate and starting a new one. And while they can usually fix that from tech support, they had to get the engineers to do it manually...and I'm still waiting. That's my account I use for resumés. Needless to say, I'm upset.

The only things keeping me with them are 1) a history of going above and beyond (until now), 2) a history of getting screwed by Bell/Sympatico, and 3) the hope that getting this all resolved will be less work than changing services. So. They're going to have to build all that trust up again.

However, there is some good news. After trying unsuccessfully for 2 days to fill an important prescription at the local pharmacist, I tried again today; they had 2 epipens (for my allergies), but I needed 3. The owner of the branch said he was going to another store to get more, and even VOLUNTEERED to deliver the last one to me himself. Which he did. So. I'm very happy about that.

It just goes to show: Customer service can buoy a sinking reputation, kill an already good one, and establish trust.

We are customers, and we are fickle.

Until next time,