Melvin Heidelberg: The Cable Guy Comes to the Rescue Again

Feb 21 2012

Melvin Heidelberg: The Cable Guy Comes to the Rescue Again

Thursday, January 5th seemed like another normal work day for TWC Kansas City technician Melvin Heidelberg. It ended up being a day where Melvin showed himself to be a Good Samaritan and exactly the type of employee that Time Warner Cable prides itself on having.

Melvin had arrived at a business for a service call and was reviewing the work that need to be done. As he was surveying the site, he heard a cry for help.

“When I was looking around, I heard somebody yelling ‘help!’ I heard it again a few seconds later and I started looking for where the yelling was coming from,” Heidelberg said.

Just a short distance away Melvin discovered a 60 year-old woman named Mindy Upshaw lying on the pavement. He could tell that she was in a lot of pain and rushed to her side.

Recalling the incident, Upshaw said, “I remember him saying, ‘Do you need help ma’am?’”

She told Melvin that she had fallen down a hill while taking a short break from work and that she was unable to move. She also said that she thought she had dislocated her hip.

“I told her that I could call 911 and she said ‘please do that.’ I called and they said that they were going to dispatch paramedics. After that, I asked her who I could call in her family,” Melvin said.

The injured woman wanted Melvin to call her sisters, but she did not have her cell phone with her, so Melvin went to where she was working down the street and got her phone out of her purse. Unfortunately there was no cell signal, so he reached for his own phone and called her sisters to let them know which hospital she would be going to, then proceeded to call her boss and let him know that she was injured and would not be returning to work that day.

After the calls were made, Melvin did everything he could to help comfort Upshaw while the paramedics were in route.

“He stayed with me and held my hand,” Mindy said. “He went way above and beyond what a person would normally do. He’s a real treasure.”

Once the paramedics arrived, Melvin walked down the street to shop where Mindy works. She was working alone that day, so Melvin closed the shop and made sure everything was locked up.

After about 45 minutes Upshaw was safely on her way to the hospital, and then Melvin immediately went back to work on the customer that he had been about to service.

“They had seen the ambulance outside but they didn’t know that I was out there helping out,” Heidelberg said. “The customer was very understanding about the whole situation.”

As for Mindy, she is doing much better. She did in fact suffer a dislocated hip, and after a short hospital stay she was sent home and told to stay off her feet for a few days.

Even though Melvin didn’t know it at the time, it turns out Mindy has been a Time Warner Cable customer for 11 years. Following the kind actions of Melvin Heidelberg, she has vowed to stay a TWC customer for years to come!

One of the first things Mindy did when she got of the hospital was call TWC and insist to speak to Melvin’s supervisor. She had nothing but great things to say about Melvin and how grateful she was for his help, saying that without him she didn’t know what would have happened to her.

As for Melvin, he considered his actions to be nothing out of the ordinary.

“I just did what I hope someone would do if someone in my family was in the same situation,” he said. “It was just the right thing to do.”

On behalf of everyone with Time Warner Cable, we would like to say “thank you” to Melvin for his kind actions last month. He is a truly a great representative for our company and the kind of person that we all should aspire to be.

Categories: Corporate Social Responsibility, Customer Care, In the Community, Kansas City, What's New

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25 Responses to “Melvin Heidelberg: The Cable Guy Comes to the Rescue Again”

Rick Yuzzi
Feb 21, 2012
at 1:05 pm

Good for Melvin. Unfortunately, there are many who would ignore her calls for help, or at best call 911 and leave it at that. Like the parable of the good Samaritan, he went out of his way to make sure she was well taken care of.
Teresa Foster
Feb 22, 2012
at 11:12 am

Three cheers for Melvin! His actions make me proud.
Kevin Yuguchi
Feb 22, 2012
at 1:00 pm

Nice job, Melvin!
Demetria Taylor
Feb 23, 2012
at 10:12 am

Awesome job Melvin. With all of the bad we hear about everyday on the news it nice to be able to read that there are still wonderful people around willing to give a helping hand.
Monique Swygert Goode
Feb 23, 2012
at 11:22 am

WOW! Melvin – you made me proud. You closed the store where she was working. How wonderful, you called her sisters, held her hand….and still went back to your day! What a blessing….
Sarah Heidelberg
Feb 23, 2012
at 2:11 pm

I am greatly moved by this story. I am proud to be your sister!
M
Feb 23, 2012
at 11:51 pm

Great work Melvin. I see an MVP nomination coming your way.
Shiree' Gerst
Feb 24, 2012
at 7:56 am

That was definitely above and beyond, I’m very proud you work for TWC
blakeisgeeky
Feb 24, 2012
at 1:24 pm

Promote this man!
Val
Feb 24, 2012
at 2:32 pm

Good Job Melvin!!!
Trademark of the great family you are a part of!
You deserve a promotion-paid vacation or bonus!
Luke LaCrosse
Feb 27, 2012
at 9:28 am

Great Job Melvin! As, not only a Time Warner Cable employee, but a volunteer firefighter, I just wanted to say that your actions are rare. If more people cared as much as you do, the world would be a much better place.
Paula Geschwind
Feb 27, 2012
at 9:36 am

Awesome way to help this woman out. Going above and beyond is putting it mildly. I too see an MVP nomination. Great job.
Harlan Cook
Feb 27, 2012
at 9:40 am

Melvin:

TWC is a great company because of its great employee’s. Your actions reflect that fact and show what each of us can do to help make our company and communities a better place. Thank you and congratulations from all of us!
Michael Greene
Feb 27, 2012
at 9:42 am

What a great story! This confirms to me that a big part of providing excellent custopmer service is having a heart for humanity. Melvin, you ARE a hero. Thanks for all you do.
Romek
Feb 27, 2012
at 9:46 am

God bless you and your family.
Charlie Johnson
Feb 27, 2012
at 10:07 am

Melvin, you are the “Man”
Tom Grapensteter
Feb 27, 2012
at 10:59 am

The losers in Detroit should take notice where no one woulkd help the 86 yr old man (on CNBC 2/27/12).
Daniela H.
Feb 27, 2012
at 11:08 am

Proud to be Your Co-Worker!
Desiree
Feb 27, 2012
at 12:10 pm

Melvin you are truly a gentleman. The world needs more men like you. Every woman in your must be truly proud to have you in their corner.
Yoli
Feb 27, 2012
at 12:11 pm

Good job!! Congratulations from San Antonio, TX
Bel
Feb 27, 2012
at 1:20 pm

Right on! Proud to be w/ TWC because of people like you!
E Ramos
Feb 28, 2012
at 7:27 am

Very touching and inspiring story! I agree with his comment, I too would appreciate someone going the extra mile if it were my family member. Thank you for what you did and what you will continue to do! God Bless!!!
Jo Friedman
Feb 28, 2012
at 10:50 am

Thanks for going the extra step and making us all proud of you!
Eman
Feb 28, 2012
at 12:21 pm

Glad to see TWC employees doing the right thing Great JOB Melvin keep up the awesome job.
Sheneatha
Mar 01, 2012
at 10:04 am

In a world that seems to be becoming more and more insensitive…this is great to hear! Good job…we definitely have to lead by example.