Customer Service Story

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I went to my computer this morning and began my ritual of deleting junk e-mail on-line before bringing it into my computer. One of my many servers (Aloha.net) had a pop-up saying, “E-Mail Not Available.” I went to their website to see if there was a notice of some sort, and saw a posting that e-mail and website hosting had been discontinued. I was irritated that I knew nothing about this.
I saw a phone number listed so I called it expecting that this being Thanksgiving Day, I would get a recording.

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I was surprised when a man answered the phone. I asked him what the problem is. He asked me for my e-mail address and then to hold on while he checked. When he returned to the line he said, “That account has been discontinued due to a past due bill.” I told him that they charge my credit card automatically every month and have done so for many years. Once again he asked me to hold on, and when he returned he said that all “dial-up” service has been discontinued.

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This was my first e-mail account and when starting 16 years ago I used dial up; didn’t everybody back then? It’s hard to even imagine doing that today.

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Not long after after that I started adding different e-mail addresses and got WIFI.  He explained that he could “Get me back on-line” and what the cost would be. I agreed to that, and within a matter of minutes all was okay.

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While I was irritated about this at first, I do understand that 16 years of internet evolution as well as my own has created a new and quite impressive cyber world.  I am totally impressed that they took my call on Thanksgiving Day and handled the situation so professionally.

One Response to “Customer Service Story”

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