My Customer Survey Feedback from a recent interaction with my Cable Provider:
To whom it may concern,
I've been charged a carry over fee of $68.00+ on my current bill. I called last month to have the issue resolved and was credited for the matter(Transaction number: XXXXXXX/Rep ID: 123456). Then this month a similar charge appeared on my bill driving the total owed to $201.11; almost $50 more than what I normally pay. Julio (the Rep) applied a one time credit to my account to remove the charge but I fully expect that I will have to call back next month to rectify the issue again.
It's unfortunate seeing as I left XYZ Cable Company because I was constantly receiving inconsistent bills and my contract seemed to always be changing. I'm starting to see the same pattern with you and truthfully I'm not sure if I want to go through the same hassle. There are multiple choices out in the market that offer more for less. Yes it's inconvenient to make the switch but it's also inconvenient to spend time out of my life to wait on hold and in queue to rectify issues that shouldn't be issues in the first place.
Your billing model always feels off and while I understand that charges will incrementally increase when promotions end, I always have that gut feeling that I'm being screwed out of more money than necessary. I have yet to have an experience with a large Telco that doesn't make me feel that I'm constantly paying more month after month. Unless I go over my internet or long distance usage, my rate should never change.
In general I have had a good experience with the services you provides me. I have not had significant cable, internet or phone outages and in general, everyone I've spoken with at your company (or it's 3rd party affiliates) has been professional and pleasant; including Julio.
Where my concern lies is the fact that your systems don't speak to one another, documentation is rarely accurate or visible to all relevant parties and I feel like I'm constantly having to re-explain my issue anytime I call in.
What I look for in a vendor is quality of service overall; not just aspects or elements of it. From sales to hook-up, through support and cancellation, the experience needs to be seamless. I am not just the Customer, I am your Client. One of hundreds of thousands, but a Client none the less. I pay for service and ask only for a decent return on my investment. Your company doesn't need my money; you're doing quite well without my $150+ a month. But I'm still revenue generation nonetheless. Any loss or implication of loss should be considered a risk regardless of what fraction of a percentage it may make up towards your bottom line.
I'm providing this feedback in the hopes that you have a department that reviews Customer Sat or Voice of the Customer surveys and evaluates next steps on how to manage the results. I'm not asking for a callback or email. I'm simply asking that you read over the comments and nod your head in agreement at the fact that big companies still need to be accountable for mistakes (little or not) and take proactive; not reactive measures to fix them. Nod your head and agree that big companies need to work on ways to strengthen communication between sales, billing and Customer support departments. Nod your head and agree that what a Sales Person promises is what a Company delivers and what a Customer is billed for is what the Customer agreed to pay for. Simple concept in theory but much more difficult to execute.
Thanks for reading. Give Julio a high five for me.