Saturday, 2:30 am: woman calls with 'no signal' error on TV. Now what?
Mary W., the woman with the apparent cable outage, called into our help desk (which is manned by a real Elauwit employee 20 of the 24 hours in a day, 7 days a week) and reported that she wasn't getting a signal on her TV. She was, let's say, of an older generation, and troubleshooting over the phone just wasn't a viable option. So, we dispatched our tech who lives in the area and had him there within 12 hours.
Turns out, all he needed to do was reboot her Direct TV DVR (the universal fix for most technology hardware, right?) and she was good to go. In hindsight, it wasn't a huge issue to us, but to Mary, it meant everything. If we hadn't dispatched the tech, she would have gone all weekend without cable for something that was as easy as a reboot.
Mary emailed us with her enthusiasm over the customer service: "Scott is better than Santa Claus – what a great company with good people."
Well, we won't give Scott a sleigh or troupe of reindeer, but we love the comparison. He does bring gifts a plenty to those in need!
Mary's experience is what we strive for on a day to day basis. We know technology and customer service don't necessarily go hand-in-hand, but we're working to change that.