Dear Tom Karinshak,
I realize the probability of you reading this is slim to none; this is an important letter and I really hope you do take the time. So let's start at the beginning.
In February of 2001 (yes, 2001), I moved to Grand Rapids and set up a Comcast account. My husband was still deployed and out floating around the Indian ocean. This is an important component to the story. He didn’t set up the account. He wasn’t even in CONUS.
Fast forward to March 3. I called the Comcast call center for help. After going through the automated hoops, entering the last four digits of MY social security number, I speak with a representative. After a few questions, the representative informs me that he can’t help me because, wait for it, I AM NOT ON MY ACCOUNT.
Take a minute to let that sink it. Oh, and this is the THIRD time this has happened. “This” meaning having my name removed from my account. I don’t know that it’s happened until I call for help.
So I have a couple options. I can go next door and get my neighbor to pretend he is my husband but I have a fundamental philosophical problem with this. I shouldn’t have to lie to access my account. My other option is to wait for my husband to return to put me back on my account.
It’s like living in a real-life Monty Python skit.
We both reached out to your office. My husband received several calls; I didn’t receive any calls directly. I did speak with Terry though she was trying to call my husband.
Terry informs me that we can add me back to the account and put the account back in my name if I fill out a form, provide identification, and undergo a credit check. To get back on MY ACCOUNT. I asked Terry if my husband had to provide all this information when they moved the account into his name and she doesn’t know. I know. He didn’t have to do this. We were never asked for this information. Because we NEVER asked the account to be put in his name.
Part of my work is process and continuous improvement. I asked Terry from a practical, problem-solving perspective, how does this happen? How do I get dropped from my account? She doesn’t know. She wants to simply move forward and solve the problem; while I appreciate this, I need to understand how and why it happened, because if we don’t know how and why it has happened, we have no way of preventing it from happening again. I asked Terry what I would do if it happen again. She said that my husband would have to call and put me back on the account.
What I did learn from Terry is that your CRM software doesn’t track changes. She can’t look back at my account and tell me what’s been changed and why. That doesn’t seem like good business practice to me especially when I have been dropped from my account three times. Let me recap. I am dropped from my account. I don’t know that I have been dropped from my account until I call and ask for help. You don’t know how or why I am being dropped from my account.
I have no confidence that this won’t happen again. It is my hope if you really want to turn your customer service reputation around, you should start by asking why.