Tag Archives: Stacie Serrano

Lost In Cyberspace

It’s my own fault for calling Cablevision about my email account on a weekend.

But a while ago — solving another issue — a technician told me that my “Optimum account” was not linked to my “Optimum ID.” He said that, to avoid a problem in the future, I should take care of that little issue.

Which I did last Saturday, around 4 p.m.

The process went swimmingly.

Until it didn’t.

Suddenly — in mid-linkage — the tech support guy could not seal the deal. Something had happened in cyberspace, he said, and it would have to be solved by someone higher up.

Unfortunately, those people did not work weekends.

However, the tech guy assured me chirpily, he was sure it would be taken care of. In 2 to 3 days. That is, “business days.” Meaning, oh, 4 days from then.

Until then, also unfortunately, I would not have access to email.

For someone who fields 200 or so emails a day — many of them business-related — this was not good.

In fact, this was very, very bad.

I asked to speak to a supervisor. The tech guy gladly got rid of me connected me to one.

Me, if I weighed 150 pounds more than I do.

This man — his name was Akinola — was sympathetic. Still, he said — I could almost see him shaking his head — this issue would unfortunately not be resolved this weekend. He understood that I was a loyal Cablevision customer — I was among the 1st dozen or so cable modem subscribers, when such a thing came to Westport around 1997, and I’ve been a cable TV customer since 1983 — but this was beyond his control. The best he could do was make sure it was taken care of early on Monday.

I asked to speak to his supervisor.

Which is when Stacie Serrano entered my life.

She understood the problem. She understood that Cablevision bore some responsibility for screwing up a relatively simple operation in midstream. She understood that I was angry, frustrated, anxious, and not a happy camper.

And — you don’t find this often in customer service stories — she set about to help.

I don’t know how she did it, but she found someone who — though this was not a “business day” — was actually working. Then — instead of just handing the case off to someone who may or may not have cared — she kept on him.

Me, at 10 p.m. Saturday.

And — are you sitting down? — Stacie called back several times to update me on Cablevision’s progress. So too did my new friend, Akinola.

By 10 p.m., the problem was solved. My account and ID number were now, apparently, linked. More importantly, I once again had access to email.

Well, most of it. Anything sent between 4 and 10 p.m. Saturday was apparently lost in cyberspace. I was assured it would turn up soon in Cablevision’s lost-and-found.

So this is one of those rare stories: the consumer equivalent of snow in October (it happens). This is a public thank-you to Cablevision, for outstanding customer service. And a hug — through the interwebs — to Stacie Serrano.

PS: 24 hours later, my missing emails came through. Well, most of them, anyway.