A Mix: AT&T, Comcast, Specialized, and Staples

Well, it has been a few weeks since I wrote any companies a lengthy letter thanking them for their service or letting them know how they let me down. However, there have been several companies recently who have surprised me - both good and bad.

AT&T: As I write, AT&T is installing their Dish Network TV cable into our home. They have been positive and it's nice to have another option for cable. I am tired of comcast and the way they treat their customers.

COMCAST: Comcast has been a really frustrating experience. No company is perfect, but I am continually disappointed with them in particular. Their talk does not line up with their walk. Their actions do not follow all of their marketing messages. They claim high speeds, low prices, and great service. I do not see it. They say all the time that they are "comcastic". I would rather slower speeds, but personal service and a thought to the entire customer service experience. This last example was the tipping point.

They installed cable earlier this year and did not have any of the small cable boxes left. They told me I had to drive down 20 mins away if I wanted to exchange for a smaller box. Last week I finally tried to do this... I called them, drove down there, and was then told that all of the smaller boxes were gone. Welcome AT&T.

SPECIALIZED BIKES: I have a pair of sunglasses that lost the rubber ear piece. I called their customer service line, spoke with someone within 10 seconds, and they sent me a new ear piece. However, they ended up sending the wrong ear piece. I called them back and they just sent me a new pair of glasses. Easy as that. They cared more about the customer experience than anything else.

STAPLES: I went in to buy new print cartridges and exchange my old ones. Previously, they would give me $3 towards a new cartridge if I brought in an old one. They still do that, but it has gotten much more corporate. Now, you have to give them your address and they send you a check in the mail 6-8 weeks later. Why? Checks get lost, never sent, never cashed, forgotten, etc. Maybe that is there point? There was something nice about just the simplicity of getting the credit right then and there. Why does it need to go through a big corporate center? I am going to go see how Office Depot exchanges their cartridges.

Thats it. Two good ones, two bad ones.