All too often I meet folks at LA Tech events, and as we’re shaking hands all too often I see the Motrin light click on, and they say, “oh you’re Jessica.” I’ve been trying really hard to not be seen as a brand enemy. I love small businesses and some large ones too. I recognize that corporations are just larger groups of people working all day to make some cash.
When I cancelled Time Warner Cable it was because the internet connection was shoddy. There were weeks of no service, months of slow service and phone calls with the presidents office, where I was basically berated for demanding too much attention, yet I was the only customer who was able to help them fix their massive problem, because no one else complained loud enough to get past the second tier of customer support. I didn’t tell y’all that I was leaving Time Warner because I’d really like companies to not be afraid of me, and of the Moms.
Last week I’d had enough, after yet more slow service I disconnected the cable modem and returned it to Time Warner. This morning I got the following email in my inbox. The text reads (in part):
|We want to understand why you’re leaving us! We will make it right before the final disconnect of your current Road Runner Standard High-Speed Online service. Our commitment is to correct your issues and provide options that better suit you. You have a choice and we understand that.|
We want to earn your business back!
Currently, you have the Time Warner Cable service listed in the first box. You also have two additional options to choose from – the exceptional values below are designed to show our dedication to keeping you.How can we make everything right for you? Please take a moment to go online to www.twcsurvey.com and enter the code [changed]. No matter what you decide, your feedback is important.
We hope we can earn back your business and look forward to discussing a new option that’s just right for you and fixing your problem – whatever your needs.
I took a look at this and thought, “Wow, Time Warner really gets it, they’re trying to make themselves better.” I’m not a survey person, but it seemed so organic, and so honest I thought I’d click over and give them a few seconds and let them know that all they need is a better product.
So I clicked through to the survey and I got this:
|Please answer the following question so that we can better serve you.|
|1. Why were you going to leave Time Warner Cable?|
|2. Do you have any other problems or issues that are not resolved?|
|If yes, did you call us to report the issue?|
|3. So we can better assist you, please provide us with your phone number or email address:|
|Best Time to Call|
|4. Do you have any additional comments you would like to share with us?|
|Currently you have the Time Warner Cable service listed in the first box. You also have two additional options to choose from – these exceptional values are designed to show our dedication to keeping you.|
Please indicate your selection below. A customer representative will contact you to confirm your selection prior to switching your service.
|The cost of additional service, including installation rates, may apply. Other restrictions may also apply, call Time Warner Cable for details. Please go to www.timewarnercable.com/socal/products/specialoffers/disclaimer.html for more information.|