The CX Blog

Thanks, Clearwire!

Before one more thing, I want to say Thanks, Clearwire.  There may still be a few problems with my service, but you have bent over backwards trying to make things right, and for that, you win my loyalty, if not affection

Modem #1:

This is a story that started back on the 12/24 when I posted here about my growing disenchantment with Clearwire. I had gone through a long phone session with Dwight the tech help dude, and he had discerned that my modem was bad; that was modem #1.

Now, simultaneous to this issue, I began tracking Clearwire on Twitter which gave way to a post about what I perceived as Clearwire’s painful Twitter Learning Curve, you can read that here if you like.

http://knowledgecontact.com/blog/archives/151

Mostly, in that post, I scolded Clearwire’s very public attempt at direct customer interactions through Twitter.  Of course with Comcast as the poster child of how to do this well, Clearwire’s start out of the gate has gotta be pretty good–hence the post is about a learning curve.  And one of the biggest problems I was seeing was this: @clearwire simply wasn’t listening.  And that made me wonder if Clearwire itself wasn’t listening to its customers.

Modem #2:

Well, here’s the good news: they are listening.  And pretty closely too.  I got the new(ish) 2nd modem back on 12/9 or thereabouts–that was modem #2.  So my issues were now on their books.  And when they saw my blog post, they very quickly responded by contacting me directly.  Directly, on the phone.  Coulda knocked me over with a feather.  Michael (I’ll call him Michael) was tired and ready for the holidays, I could tell, but he wanted to follow up and see what was going on with the new(ish) modem.  I said, “It’s a wee bit better than before, but not as good as it used to be.”

We made a date after Christmas to test the 2nd modem, which we did–he took about an hour, walking me through some diagnostics, trying to pin down the problem.  He could see there was a problem but couldn’t discern the exact nature.  He took down a lot of information, opened an official Tech Guy Ticket, gave me his direct line number, and said he’d keep me posted on what they found out.

(By the way, the problems I had been experiencing involved having to reset the the modem about every few days.  That may not be fixed, time will tell, but something somewhere is knocking me off the IP address and requiring me to reboot the modem.)

Later, I get another call from Clearwire/Michael letting me know that while they haven’t figured everything out, they think the modem I have may be faulty and they will be arranging for a new modem to be installed by a technician very soon.  Okay, I think.   We’ll see.

Modem #3:

That tech (Gene, I’ll call him) came today and I have a new modem.  I haven’t inspected it so don’t know if it’s *newish* or not, but the speed has improved, I noticed that.  Mostly though, I’m glad Clearwire has listened and taken action on the part of a loyal 2 year early adopter customer–it is not lost on me that Michael listened and did not disregard the information I gave him, and that he stayed with the ticket until it got resolved.  I may need to call them again, but for now, color me happy.

Oh, and, in the brave new world of Twitter, Clearwire also seems to be paying attention.  Gone are the lame responses I noted in my prior post, and a new, more thoughtful approach seems to be in place.