I’ve been struggling with my internet connection for the past couple of weeks or so. I had been using Look Communications’ Ultrafast DSL service for about 4 years now and while I was a loyal customer for sometime, I finally had enough of intermittent connections that seemed to occur whenever there was an extreme temperature change.
The straw that broke the camel’s back occurred two weeks ago when I decided to phone tech support about my problem. I thought they were going to give me the general spiel for troubleshooting DSL problems but instead, I got a message informing me that their office was closed and that their business hours were from 9 to 7pm. What sort of technical support is only available from 9am to 7pm? I get home around 7pm! I realize Look Communications were having financial issues but reducing your technical support to hours between 9am to 7pm only shows that your loyal customers are not number one and definitely not your top priority. My family did not even get a notice informing me of such a change.
Lessons Learned: To remind your customers that they made the right choice in choosing you over the competition.
In the end, my family changed over to cable internet with Rogers. Was it a good move? So far it seems pretty good although I can’t say I like the bandwidth limitation. We will see how long Rogers can keep my family and I as customers because as a service provider — loyal, happy and long-term subscribers are who you want as your customers. They will ultimately spread the word.
But check online — as my sister pointed out to me, Rogers has its share of unhappy customers. The questions I would ask — can they do better? Are they willing to put in the effort?w
