Embarq – The Saga Ends – Thanks!

I just wanted to post a follow-up to my Embarq DSL saga while using my newly installed DSL connection. Yes, we finally have DSL and we are thrilled. Instead of rehashing the story, I’ll let my email to Embarq executives do the talking for me.

I just wanted to let you know much we appreciate Embarq. We recently had extended reach DSL installed in our house in rural Virginia. We spent 3 months calling and emailing Embarq trying to make this happen with no success. We were frustrated. In February, I complained about the situation on Twitter and @Embarq_Joey came to the rescue. He listened to my problem and within 24 hours he confirmed that we were indeed eligible for ER DSL and had an installation scheduled. My husband and I both work from home and our satellite broadband was just not cutting it. We were desperate for DSL.  To know that we were actually going to get it was incredibly exciting for us.

The installation actually happened two days early on February 25 and the two technicians (I don’t know their names) were here all day. They were so incredibly nice and helpful – a joy to work with. And at the end of the day, we had DSL.

Kudos to @Embarq_Joey for his immediate resolution of my problem and consistent, clear communication. Kudos to the technicians for being so pleasant and supportive on such a long, complicated day. And kudos to Embarq for using Twitter to solve customer issues.

Please let the technicians superiors know that they are truly an asset to Embarq.

I can’t stress enough that if you run a service company, you need to be on Twitter. People are talking about your company everyday and if you aren’t there to hear their complaints, questions and congrats, you are missing the boat.

To @Embarq_Joey – Thank you so much. We love the new DSL and our productivity (and ultimately revenue) has greatly improved since the installation of our new broadband. You ROCK. Keep it up!

Tagged as: embarq, twitter