At Worldline we are dedicated to ensuring that every one of our installations goes absolutely perfectly. But sometimes, despite all of our combined efforts, they don’t. It’s the nature of the business as Canadian telecommunications infrastructure is, by it’s very nature, far too complicated.

When, on the very rare occasions things do go wrong, we do everything and anything we possibly can to make it right. And when that happens we love to get letters like the following from long-time Worldline customer Michael. He had a bad install experience when he switched to a bigger pipe, but in the end, after a lot of work from our Worldline team, he’s back to being a happy and loyal customer.

Here’s the letter he sent to Jody Schnarr, our President and CEO, this morning.

Jody,

My name is Michael

My family and I have been Worldline customers for more than three years now. In the past year we have added numerous cellular devices, tablets and notebooks for expanding our family’s’ communications portability in our household.

After complaints from the female family members that our Worldline service had dead spots in certain areas of our home, I contacted Worldline Tech Support to see if anything new might improve our service coverage throughout the house.

They recommended switching from DSL to a cable modem setup, which seemed a reasonable upgrade at marginally more expense per month.

I proceeded with the upgrade, the replacement modem was received by my wife, a Rogers Tech activated the cable required for this service within a few days later, then I swapped from DSL to the new cable setup, for both the home phone and internet service.

After cutting in the new modem with phone adapter box, all hell broke loose. Almost nothing worked properly.

I won’t bore you with reams of information regarding our numerous problems….

In summary, through countless hours of perseverance, dedication, availability in the evenings, knowledge and tenacity to see my problems through to a satisfactory workable resolution.

Your Worldline Tech Support group saved me to continue as a customer.

I sincerely appreciate the dedication of Sami, who resolved our nonfunctioning e-mails and got all of our Outlooks working again, (and others) who worked with me to identify the defective modem, get it replaced in a timely manner and follow up to reconfigure the replacement modem and phone ensuring services were restored.

There are few other ISPs that I have been with that would offer the support that your Worldline Tech Support group has.

I have been with both Bell and Rogers and will never go back to either because of poor service, poor value for money and impersonal and unavailable tech support.

Please offer my sincerest thanks to the individuals mentioned above from your Tech Support group.

You have a quality organization that needs to be nurtured to continue to offer customers their high quality knowledge and experience to continue to resolve tough issues (like mine).

Your Techs definitely are value for money to the Worldline organization and to its future.

Sincerest Regards and Thanks,

Mike

Are we happy Mike and his family are back up and running? You betcha. But are we satisfied? Not in the least. We learn from each and every one of these situations and improve our processes so situations like Mike’s become even rarer still.

Thanks Sami

And finally, thanks to Sami, and the other members of our customer service team for their hard work on this case. Great letter eh?