Good customer service seals the deals

Dealing with local, customer-service oriented companies can be downright refreshing.

I recently signed up for phone and Internet service from the Matanuska Telephone Association. When I called, I got an answer right away. The people who helped me were not only cheerful, but also helpful.

The representatives looked for ways to give me discounts — even though I had already made it clear I planned to sign up for the services regardless. They patiently answered my questions and made the process efficient.

It was a different story with Clearwire Inernet. When I called to cancel, I was sent through a seemingly endless automated voice network before finally reaching someone with a southern drawl.

Mr. southern drawl started by grilling me on why I was ending the service — not that it was any of his business because I had more than fulfilled my one-year contract — but I complied, and explained that I had moved out of the company's service area.

Is there anybody I want to pass my account on to? Mr. southern drawl asked. He pointed out the “benefit” the next person would receive by not having to pay a setup fee.

Nope, I said, I'd just like to cancel.

At this point Mr. southern drawl informed me I would be charged for an additional month of service from the day I called to cancel — even if I sent my modem (the device necessary to use Clearwire's service) into its Las Vegas headquarters ASAP.

When I pressed the issue — asking why they would not prorate my service according to when they received my modem — I was told that “they” might “review” my bill once they received my modem.

Who's “they” I asked?

Account services, Mr. southern drawl replied.

Can I get a direct number to account services? I asked.

We are account services and there is no direct number, the voice on the other end said.

So, if you're account services, why can't you help me resolve this matter now?

Mr. southern drawl began to mumble — obviously, no script had been written to answer that question.

I then turned the conversation to the question of this term “review.” Does that mean that once the modem is received, I'll only be charged for the service I used?

More runaround mumbling, so I rephrased the question.

Is there any sort of company policy that allows “them” to prorate my bill?

I at least got an honest answer to that one — no.

Slightly frustrated and annoyed — but still polite — I suggested that Mr. southern drawl pass onto his managers that a policy that charges people for unused service doesn't create for good customer relations. Word of mouth is still the best form of marketing, I pointed out, and I, for one, will recommend people seek out Internet providers other than Clearwire — maybe by signing up with MTA.


Editor's note: this commentary ran in last week's edition of the Alaska Star. To view the text on the Web site, click here.