Time For Improved ISP Migration Support
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As I got back from a not-so-restful vacation (sick), I arrived to an email box full of stuff to sort through. During my sorting, I came across a message asking for help transferring away from AOL and onto the user’s new Comcast account.
Based on this message, I came to a couple of very firm opinions on the matter: First, Comcast is not offering enough support for people coming away from other ISPs. Not just for people coming from AOL, but the users migrating from other ISPs as well. Help with email migration and exporting favorites would be a good start.
This continuing lack of support is a problem that I have seen coming from the DSL world as well, as Comcast is not the only group to blame here. And yet, the sad fact remains that there has been next to no response from the broadband ISP world. Based on my questioning to both Comcast and to Qwest, it does not look like this is going to be changing anytime soon, either.
So in conclusion, my request to these ISPs would be to actually try working with your customers. Provide some kind of simple-to-follow guide so that your new customer paying for your services can actually use them with as little frustration as possible.
Such a concern may not be an issue for the computer geek, however, I can assure you that there is a growing segment of your subscriber population that would definitely agree with me.
One Comment
AG
October 13th, 2006
at 6:39pm
I worked for a small ISP for three years and we would turn flips to keep a customer. I even went over to their house and set it up for them.
Now I’ll admit that it’s a small town and a small business, but if it took an hour for me to get someone set up and they stayed for two months at $19.95, a month we made money.
They still keep the doors open because they pay attention to the needs of people that want Web sites and want to know that if they mess up there’s someone just a phone call away, or even a short trip across town, that can help.
I understand that large companies think they can’t afford to do this type of thing, but as long as they don’t, people like my former employer will be around kicking their butts with good customer service.