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Thank You For Calling!

A look at the world of Customer Service: how to solve (or avoid) horror stories and make life better for everyone involved.

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The 5th Level of Management

October 17, 2014

Drobo CEO Geoff Barrall details his company’s struggle to get AT&T to deliver on their promise of providing functioning internet and telephone service. While Drobo bends over backwards to support their customers, AT&T can’t be bothered to have its right hand work with its left to flip a switch. Is that really “just the way it is, man”?

Part 3 of an ongoing series, "Disconnecting Telecom"

Sponsors

  • Symbolicons: by Jory Raphael, designer of all our new artwork. Get 40% off any icon set bundle with code ESN1
  • Harry's: They're improving the experience, price, convenience, and quality of shaving. Try their new Foaming Shave Gel and After Shave Lotion. Use THANKYOU at checkout for $5 off your first order.
  • The Magazine Book 2: Back their Kickstarter and get some uncommonly great content to salute and bid a fond farewell to a great publication. An eBook of the first one is now free!
Read More
In Disconnecting Telecom

Mail Me Some Rivets

October 10, 2014

Dan Provost of Studio Neat talks about clean & simple solutions that his clean & simple two-man company has used for support over the last four years. Whether things were sailing smoothly or descended into momentary "fiasco," their customers have stuck with them and grown in number for very good reasons.

Sponsors

  • Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N
  • The Magazine Book 2: Back their Kickstarter and get some uncommonly great content to salute and bid a fond farewell to a great publication. An eBook of the first one is now free!
  • Presentations: a Macsparky Field Guide by David Sparks. Leave TYFC an iTunes review and email using the contact form to win a free copy.
Read More

AT&T Gigapower: Gesture of Goodwill

September 12, 2014

Our previous episode inspired a reaction from AT&T Gigapower completely unlike everything that came before. Listen to what happened next, why Moisés thinks it went this way, and whether he'll consider switching to Time Warner or Google down the road.

Part 2 in an ongoing series: "Disconnecting Telecom"

Sponsors

  • Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N
  • Visit our Founding Sponsors as well as our Current Sponsors as a way of saying thanks for their continued support of ESN. Episodes like this one are brought to you with limited or no commercial interruption thanks to all of them.
Read More
In Disconnecting Telecom

AT&T Gigapower: Escalation Points

August 25, 2014

A case study of the cable/broadband industry's customer service tactics, from the recent spate of Comcast recorded calls to our host's first-hand experience with new kid on the block: AT&T GigaPower.

Ever been signed up for a contract without your consent and then been told "no, I'm like...they read you those disclosures?"

It would be great if this show resulted in AT&T calling me back, making good on promised credits, or making sure their service would stop going out at random intervals.

Part 1 in an ongoing series: "Disconnecting Telecom"

Sponsors

  • NEED: Place an order and send an email to hello@neededition.com mentioning ESN in some way to get 25% off your next order and extras freebies sent your way in the meantime.

  • Harry's: they're already disrupting the shaving industry by offering a much better shaving experience at a much better price. Use promo code THANKYOU for $5 off.

Show Notes and Links

  • This episode of the show was already in the works before the "Ryan and Veronica" call melted down the internet, or the "Tim Davis" one took Reddit by storm. They provide an excellent lead-in to my own GigaPower experience.
  • Ryan Block and Veronice Belmont's
  • The Verge article on Comcast's customer service and cancellation call flows.
  • The almost-lost episode of Giant Size with Merlin Mann, Rich Stevens, and co-host John Gholson.
In Disconnecting Telecom

Tiffany Arment: Don't Call Me

July 31, 2014

Tiffany Arment joins Moisés to talk about wedding photography. Whether suffering the basement of a church or guests determined to make it look like prom in 1982, make sure at all times to ignore Uncle Morty.

Photo credit: some guy named Marco

Sponsored by

  • Harry's: they're already disrupting the shaving industry by offering a much better shaving experience at a much better value. Use promo code THANKYOU for $5 off.

  • Drobo: mass storage for the masses. Use offer code MOISES for $50 off Drobo 5D or 5N

Guest 

  • Tiffany Arment is "tiffanyarment" all over the internet: .com, on Twitter, on Instagram, and so on.

Show Notes and Links

  • The post-show we recorded (mostly about theatre) ran so long that it is still in post. As in "ran longer than the "actual" show. It's a good listen, promise. When it's up, it'll be "Extra #10".
  • Tiffany's assistant photographer (also husband, turns out) Marco recently tried his hand at programming an "app" for listening to "podcasts". Over half of ESN listeners now use it, based on our stats.
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