OK since I let my other blog expire I have to use this one to tell a story. I just received a phone call from a market research firm wanting to survey us regarding our experience with Time Warner Cable in our office. We’ve had their Roadrunner Business Class for at least 5 years at the company, and I’ve worked there for the past 4 of them.
Now mind you, up until maybe 3 months ago our internet service would go down oh maybe 1-3 times per week. I’d have to go in and reset the modem and usually that would work. When it wouldn’t work, I’d have to call TWC and each time it became more of a hassel to get someone on the phone. A few times they even changed the phone number you had to call for service. Never, in any call, would TWC say they had a problem on their end, and as soon as I would hang up the phone the internet would come back up. A few times they had to send a technician out, but he would only put in a new modem and it didn’t fix the problem. Our office building is extremely limited as far as what ISP’s come into the building, so we never found another service we could live with. We need pretty fast speeds as we have employees all over the country logging into our server in the office.
Back to the phone call, the research guy asked me how I would rate my experience with TWC. I asked him if this was just recently or overall, and he wanted my overall experience. I told him a 6, and I felt I was being generous. Had our internet gone down recently, I probably would have said a 3. His response was incredible. “Well in that case I have no further questions to ask you as TWC only wants people with a higher response than that.” What?!?! What good is a survey if you only ask people that like you? Give me a break! The call ended right there. I was speechless…
