The way it should be done

[susandennis]

About the middle of last week the Front Door TV Network started getting a fuzzy picture.  This has happened before and it always gets itself fixed but this time, no.  I figured that someone started up their Comcast service and the guy nudged something that didn't need nudging. 

So I called Comcast.  I got the usual telephone tree but shorter.  No punching in of any identifying information.   And then bam!  A real person. Gwen.  She asked me what the problem was (without making me answer 743 identifying questions first.  I explained and she allowed as how the only fix she had was to send a guy.  And then she said 'is this Susan?'. 

To recap.  I dialed.  I selected English.  I selected broken service.  I selected TV.  I told her what the problem was.  That was it.

She had all of the information she needed at her fingertips (from callerid, I suspect) and used it efficiently and pleasantly.  She was very apologetic that it was going to be Monday afternoon before she could get her guy here.  I assured her that I could live with that easily.

It was the perfect service call.  The rest of the world needs to take copious notes.  (Now, if it gets fixed with no hassle, I'll be severely shocked.)