Early in 2007, a friend of mine moved to London, effectively giving up his right to watch NFL Football. Fast forward to Kickoff Weekend… and enter, Slingbox!
After almost 3 months of flawless slinging, I made the mistake of changing IP providers and my buddy in London lost access to the slingbox, and more importantly, to DirecTV’s NFL Ticket!!
I shipped the slingbox to another friend…but the router they had on their WICKED fast FiOS network wasn’t listed as supported…
This is where the raving begins.
From my remote location, I started an online chat through the slingmedia website. Kathy was my tech. She was incredible! After a minute of quick chatting, she realized she needed to be chatting with the local host, not me as a remote user. I had my friend at the location with the slingbox start a chat session and Kathy grabbed her as soon as she came on. Kathy maintained her chat with me so I’d be aware of progress, and with the permission of my friend, took over control of her PC and edited the router settings enabling port forwarding. It took all of 2 minutes to complete and we were all back in business!!!
Through it all, Kathy was kind, patient, intelligent, singularly focused on a quick resolution, and all-around wonderful to work with, presenting a decidedly better customer service experience with a technical help desk than I’d experienced in quite some time.
Thank you, Kathy and Sling Media, Inc.
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30. January 2008 at 03:32
It is once again great to have good techs. When you are working together and things seem to be effective time is brief!
3. February 2008 at 23:49
I agree. Kathy was wonderful! I have had similar experiences in the past few weeks. I contacted Verizon’s Tech Support for DSL for a relative and all of the people that I spoke to were very patient and knowledgeable. One of the people I spoke to was able to detect that the NIC driver had to be uninstalled and reinstalled. She referred me to Dell support since it was a Dell computer. What extra step did she take? She provided me with the phone number for Dell support!!
The Dell support person not only help me with the problem, but when I was at the point where I needed to speak with Verizon again, he took my phone number and offered to call me back in a 1/2 hour to ensure that the problem had been resolved.
I would expect this kind of support if the computer was brand new or maybe even up to a year or two old, but this computer is over five years old! I think sometimes Tech Support anywhere gets a bad rap. My experience in the last two weeks with Verizon and Dell have been excellent examples of great customer service.
Thanks!