Tire Rack
02-21-2015, 11:40 AM
#1
Rennlist Member
Thread Starter
Tire Rack
When someone does it right you have to give credit. It is so rare, unfortunately.
My car is in the shop with a tear in the inner sidewall of one tire. I call Tire Rack mid-day Wednesday, the replacement tires are delivered to the shop by noon Thursday, and my car is ready to go a few hours later. Tire Rack knows what I bought last time and where to send the tires.
It must be rocket science. Compare that to Comcast. I want to replace my modem, which they will have to register to the account and activate on their network. I have done this probably six times over the years. I call up with the modem's model and MAC address, go through phone menu hell authenticating myself by name, SSN (why do they need my SSN?), phone number and address again and again each stop along the way, finally reach India, authenticate again, get cut off (how does that happen??), call back and go through the menu and authentication hell again, they can't provision the modem because it is already partially provisioned, they escalate and will call back, they don't call back so I call back, go through the hell again, they still can't provision the modem so they send me to the local service center (why?), I go to the local service center and he wants to know why I am there, but he does give me a different phone number, I call back, this number has the same menu and authentication hell, I reach India again, they say the modem was provisioned incorrectly, but after a long call finally get it working.
It took Comcast longer (and required more of my effort) to enter six pairs of characters into a computer than it took Tire Rack to execute an order and physically deliver heavy items to a tiny shop in a small town 1,000 miles away, and Tire Rack got it right the first time.
My car is in the shop with a tear in the inner sidewall of one tire. I call Tire Rack mid-day Wednesday, the replacement tires are delivered to the shop by noon Thursday, and my car is ready to go a few hours later. Tire Rack knows what I bought last time and where to send the tires.
It must be rocket science. Compare that to Comcast. I want to replace my modem, which they will have to register to the account and activate on their network. I have done this probably six times over the years. I call up with the modem's model and MAC address, go through phone menu hell authenticating myself by name, SSN (why do they need my SSN?), phone number and address again and again each stop along the way, finally reach India, authenticate again, get cut off (how does that happen??), call back and go through the menu and authentication hell again, they can't provision the modem because it is already partially provisioned, they escalate and will call back, they don't call back so I call back, go through the hell again, they still can't provision the modem so they send me to the local service center (why?), I go to the local service center and he wants to know why I am there, but he does give me a different phone number, I call back, this number has the same menu and authentication hell, I reach India again, they say the modem was provisioned incorrectly, but after a long call finally get it working.
It took Comcast longer (and required more of my effort) to enter six pairs of characters into a computer than it took Tire Rack to execute an order and physically deliver heavy items to a tiny shop in a small town 1,000 miles away, and Tire Rack got it right the first time.
02-21-2015, 03:05 PM
#2
Rennlist Member
Comcast management needs to see this. 
Comcast (you) is paying for al that extra call center time. Then again, maybe that's why the remote call center does it...
Comcast (you) is paying for al that extra call center time. Then again, maybe that's why the remote call center does it...
