Haha, so, funny story…

We complained about Insight Communications having outtages throughout Louisville as a result of the fancy hurricane winds the area experienced.

Well, we more than complained. Here’s what we said:

Travesty! Our Ivory Tower here in Homotopia is now without internets! Someone please help! Insight, as usual, majorly jacked something up while trying to “repair” whatever they needed to repair. Don’t worry, we won’t get a service credit even though it’ll take 18-20 days for cable to be restored.

Fine and dandy, right? We complained, life goes on.

Not so. Because Insight apparently gets it these days.

Earlier this morning we received a personal message from Insight CEO Michael Willner apologizing for all the stuff going down– and it’s not even Insight’s fault.

I mean, we’re not quite talking about Zappos-caliber (see this and this), but we’re talking almost that great. It’s rare for a company to reach out and do the right thing. Even more rare for a CEO to do so.

Here’s part of what Willner had to say:

Jake,

I read your blog post yesterday about your internet outage due to Sunday’s wind storms in Louisville. First and foremost, thank you for being an Insight customer. I am aware that you have other options and I really appreciate your choice of us.

I’d like you to know that we are in total crisis mode right now. Many, many dedicated people are working 24/7 to restore cable, internet and telephone to those affected by last weekend’s surprise severe weather. However, to be totally transparent, this was a very severe storm and it’s going to take some time to get back to normal.

That, friends, is what we call customer service. Really getting it and taking things seriously. We can complain all day, 24/7 with ease. But it takes guts and such to do what he did. So we thank Mr. Willner and Insight for reaching out.

And you should hop over to Willner’s blog yourself. Send him props and thank him for great customer service. It’s rare in any line of business these days.