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Positive Feedback

Jonspann13
Jonspann13 Posts: 1 Newcomer
edited December 4 in Employee Kudos from Customers

Christopher was an amazing technician that did everything he possibly could to help fix my issue today. He was professional, courteous and allowed me to have the best interaction I’ve ever had with an internet technician in my life. My internet was disconnected by my landlord (Solomon Group in Clifton Park, NY) performing maintenance in the apartment below mine. They cut my source wire which was wired through the building and not outside of it like normal and also sealed the wire in and prevented Christopher from being able to help me out. I called the emergency maintenance line and they told me they wouldn’t help. Christopher remained calm and professional throughout the entire appointment and even assisted me with talking to the “emergency maintenance technician” to get the message through to him that it wasn’t spectrum’s fault for the outage. Please please please make sure that Christopher gets at least acknowledgement for his outstanding work today if nothing more.

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Comments

  • Renee_T
    Renee_T Posts: 948 ✅ Verified Employee Moderator

    Hello @Jonspann13

    Welcome to our community! Thank you for taking the time to reach out to us about your experience. We're glad to hear that Christopher was so helpful today! I have feedback sent up to the correct team for you so that Christopher can get the recognition he deserves. If there is anything we can help with in the future, please let us know!

  • robbyodonnell
    robbyodonnell Posts: 1 Newcomer

    We just had an outage and i received a text saying it would be back up at 6:30, about 3 hours later. It was back up in 5 minutes. You guys are amazingly reliable. Thank you!

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator

    Hello @robbyodonnell;

    Welcome to the Community Forums. I can understand the concern about the service being down. We do try to keep the services up as much as possible. There are situations where the service will be down due to factors beyond our control including power outages, storm damage, vehicle accidents, and construction crews digging. We send out estimates on when the issue will be resolved but that can change as our technicians evaluate the situation. We will take actions after an issue occurs to ensure that the issue does not reoccur.

This discussion has been closed.

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