
Go the distance. Yes, that was ripped off of Field of Dreams (as was the title). But it’s an important thing in the world of Customer Service. Take today, where an expected bad customer service experience has turned into a really nice customer service experience.
I am a hockey nut. I love hockey. Anything to do with hockey. It’s time for the NHL playoffs, and in this round all out-of-market games are being broadcast on Versus. On Denver’s Comcast, Versus shares their HD channel with the Golf Network. So they sort of trade off on the programming, sometimes it’s Golf and sometimes it’s Versus’ programming (hockey, ultimate fighting, cycling, fishing, etc.).
Therein lies the programming dilemma. Not only is this the first bit of games in the NHL, this week is also The Masters, a golf major championship.
So the program listing on Comcast says that there’s a recurring show called “Live from the Masters”. The problem is that this is not actually live coverage of the golf, it’s just analysis. And it’s being repeated like 4 times tonight. When there are live broadcasts of playoff hockey we want to watch, it’s annoying.
So I called Versus, which is actually owned by Comcast cable (which I just found out today). They were not helpful so much, as there was nothing on their talking points sheet for the day which would explain this.
I then called Comcast, and after a decently lengthy wait time, I was redirected to a phone number that nobody ever picked up - 407-363-4653 - not really sure what that was all about.
In my research of this problem, I came across a press release from Versus’ about the creation of the Versus HD channel on Comcast. A little more research showed me that a guy from the press release named Marc Fein is now Versus’ Executive Vice President of Programming, Production and Business Operations. I couldn’t find an email address for him, so I poked around on Google to see how other people at Versus had their email addresses.
And then I emailed him:
I noticed you were quoted in a press release when the Versus/Golf HD
channel was brought to Comcast. As you know, Versus and the Golf Channel
share an HD channel. I live in Denver and have Comcast HD cable.
The regular SD Versus channel today 2 hockey games tonight and the
program listing says that they’re also available in HD. When I go to
channel 672 (your HD channel), there is a repeating “Live from the
Masters” program all evening. Since people can only play golf during the
day, this is appears to be a repeating highlights show or something.
The problem I have with this programming is that the hockey tonight is
LIVE TELEVISION, but someone has apparently decided to show 6 hours of
reruns instead.
Why would the hockey not be broadcast live in HD tonight? Please
explain. I’m annoyed by this move by the Versus/Golf HD channel and it
makes me sad to know that Versus isn’t giving hockey consumers the HD
broadcasts on this channel.
If you are not the correct person to be contacting about this, please
refer me to the appropriate person.
Josh Mishell
Ten minutes later I had a response from someone at Versus (the Director of Scheduling and Program Planning), telling me that the games are actually going to be broadcast on the Versus HD channel, apparently through a last-minute deal with the Golf Channel.
This tells me one of two things:
1.Versus actually cares about their hockey customers, and even though I was wasting some people’s time (including an Executive VP) they were happy to help me out.
2. Nobody watches hockey, so I was the first person to complain about it.
Either way, I’m happy that Versus was able to help me out and I like them a lot more than I used to, especially after this AWESOME customer service experience. Well, I’m off to watch some hockey in HD. Thanks, Versus!
Photo from flickr user brianpoulsen.