Does your Attorney treat you like a Comcast customer?

//Does your Attorney treat you like a Comcast customer?

I hope not, for your sake.

I received in the mail what Comcast calls a “Self-Starter Kit,” for a new modem/router.  It is supposed to take 20-30 minutes to install.  That my cable box, internet, or telephone system wouldn’t work properly without it this new item.  I spent three frustrating hours trying to get it to work.  I had to unplug everything in my entertainment system and reorganize it.  I had to plug and unplug it multiple times.  I couldn’t get it to work.

I called the activation hotline.

  • I spent 20 minutes listening to a frustrating automated system that didn’t solve the problem.
  • Then I waited 15 minutes to get a live person.
  • This person had no idea how many times a technician had been at my house because of the problems we had over the years, 1-2 time a year.  She had no idea how many times the boxes they sent had to be replaced because they were defective, 2-3.  She had no idea why I was sent a “Self-Starter Kit.” I certainly didn’t request it.
  • She knew nothing about me or our prior history despite spending a good five minutes confirming all of my contact information.  That is the same contact information that the automated system had me input, but didn’t carry over to my conversation with her.
  • When I asked to speak to a supervisor about the “wonderful” experience I had, she advised I would need to call back tomorrow and speak to the billing department.
  • 30 minutes after she got the system working.  It mysteriously stopped working.  That took another 30 minutes of going through the auto attendant and then speaking to a different technician who of coursed asked me all the same questions as the prior person.  They are now sending a technician to review the problem.

Do you think I would ever recommend Comcast?  Do you think I would ever volunteer to go through this experience again?  I don’t know anybody who would.  Comcast told me loud and clear that that I don’t matter.  My time with my family doesn’t matter.  The cost to have a technician install this box is more important than my time with my family.

At Andres Mejer Law, we do things differently.

Your time matters.  Your experience with us is important to us.

  • Although we ask you to fill out a questionnaire, we prepare all the applications for you (or if necessary with you in person or on the phone).  We do as much of the work for you as possible, but somethings only you can know.
  • During business hours you will get a real person taking your call, unless everyone is  helping another person.  We will then promplty return your message.
  • We do our best to get to know you.  We want you to feel comfortable calling us.
  • If you tell us about a problem we do our best to solve it, immediately.  If we can’t solve it on the phone, we will call you back.  We won’t tell you to call back tomorrow and talk to someone else.

We treat you the way we want to be treated.  We believe in customer service.  We want your feedback.  We genuinely want the good and the bad, to make sure we are always improving your experience with us.  How you are treated matters.  Your time matters.

May your Attorney never give you a Comcast experience.


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