3/10/10

Cincinnati Bell Wireless (CBW) Comes through again

Hopefully, you read my post from early this morning about the issues I was having with my phone, CBW, and their insurance.

The phone issue has been resolved by some very diligent CBW employees. The beginning of the resolution comes quite abnormally.

This morning I received a comment on my previous CBW blog post from a CBW rep named Katie asking me to contact her via email. After verifying the email was valid and not a scam, I emailed her my phone number.

Two hours later the manager, Kent, from the Fairfield Commons CBW store called me to find a solution. He was quite helpful, friendly, and knowledgeable. He offered to replace my phone on a tiered pricing scale. That means I was given the choice of a nice discount on the 2 better models and offered the most similar model at no cost. I decided to go with the 8520 Blackberry (no cost) as I really just wanted my 8320 replaced. I certainly tried to justify my price of the newest model, but ultimately sided with the more financially practical.

I went to the store to pick up the phone and everything was ready for me. The employee, Shaun, was also friendly and professional. Since I didn't need my data copied, I was out of there in 3 minutes.

And this is why I always recommend CBW. It is this high level of service that always leaves me smiling. Aside from the initial snafu, CBW has always made sure I felt appreciated as a customer. And as a long time customer, I can say that I have never had a problem with their network coverage.

That is saying a lot as I have had issues with TMobile, Verizon, and AT&T (a long time ago). Furthermore, I used to work for Sprint, so I know they blow.

Lastly, another commentor suggested I wasn't aware of how the insurance worked. Quite the opposite actually. Granted I was more familiar with Sprint's insurance (their TEP is pretty good), but my issue was expecting to much from what is not a Total equipment protection plan. The insurance I HAD was basically a discount plan. I am also very familiar with equipment warranties. As a technology contractor, I deal with them frequently. The problem with dealing directly with the manufacturer is that they are usually intentionally slow. It forces you to buy a replacement.

Anyway, I am a happy CBW customer again. Thanks everyone

If you aren't reading this at http://beavmetal.blogspot.com, you should be.
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