The really big brochure in the free newspaper "Cash Daily" from the 4th November 2008 remembered me on some articles just a week ago, published by the other free newspaper in Switzerland "20 Minuten". Somehow this seems as big image campaign for saving its face in front of business customers.
But you should read yourself. The articles I remembered were the following. First on October 27th, 20 Minuten published the following article about a customer complaint, which has been published by a employee of the customer service on the internet. According to the article the customer has been insulted from the employee, who is now fired, as well.
Just a few days later, on October 30th, another story about the voice system for video renting of Cablecom has been published. There you can see a video how a customer tries to order a video and how bad the voice system is configured. At least it is free of charge to call this number, but seems to be a real horror to order videos there.
So bringing up this special issue in the newspaper, which is mostly business oriented, seems to be a reaction to save the company image. I mean I have read what they write in this marketing brochure and have to commit, that at the first glance the business unit seems a trustworthy and good service for a company. The customer voices presented there, as well as the use cases, show only the best side of this unit.
But as a private customer, knowing that there are some lacks in the service of commodities, I would remain critical towards this advertising. Although there is an endorsement of an external and independent survey of the magazine "Bilanz", in which Cablecom Business has been awarded for the first place, among all other business ICT-providers, there is no reliable information about the real service quality.
Remembering, that even the private customer service does not work, or seem to work very well, I would rate this brochure as a complete image campaign to lift the customers spirits and keep them. A second explanation, why they have been awarded for the first place, is that the other ISPs have even a lousier quality than Cablecom.
Nevertheless, we hope that the public awareness, in the form of image campaigns, public reports or public customer complaints, help to improve the service quality for all of us.
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