CUBS_FAN
Next Year Again..
join:2005-04-28
Chicago, IL | Good news by Karl
This article is actually Good News Vs Good News. I'll probably update my review and possibly give Comcast a higher score  |
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Bit
Premium
join:2009-02-19
00000 | It was hard to be any worse
When you have ratings lower than Internal Revenue Service, you can only get better.
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POKE 65495,1 |
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nasadude
join:2001-10-05
Rockville, MD | best satisfaction is not having to call
my customer satisfaction is great...I haven't had to call them in a couple of years.
unfortunately, that usually goes out the window the minute I have to call about something. |
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Chris 313
Come get some
Premium
join:2004-07-18
Houma, LA
clubs: | Congradulations!
Congrats to them, but I'm one of the group that has very little problem with the service I receive except bad boxes and that's easy to fix.
I wonder why their phone service dropped in points when mine is flawless. |
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Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
 ·AT&T Midwest
 ·Comcast
| Its sad
Customer approval ratings are so low because of so many factors. The large infrastructure and not enough knowledgeable techs on the phones for starters. I could make a laundry list of problems with Comcast and Charter support.
That being said, they are going to continue to have subscribers because they are the only choice for broadband in some areas. So people who hate them are going to have no choice but to buy their service if they want HSI. Very sad.
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My domain - Nightfall.net |
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delusion ftl
@algx.net
| BBR forums even
Those that spend time in the comcast forums here I'm sure have noticed an infiltration of Jlivingood and his associates from comcast.
They've been able to quickly handle one of the most prevalent issues with comcast HSD where the modem is provisioned the incorrect boot file. Previously it took hours of calls to clueless techs and CSR's and still often was unfixiable (although technically an easy fix).
I'm also surprised at how professional they have behaved, but if someone asks Jlivingood one more time about the bandwidth monitor he may snap!  |
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TK Junk Mail
Go ahead, make my day
join:2006-07-30
Ocean Gate, NJ | I'm happy with them
I would say that most people's complaints of service about Comcast are unfounded. |
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Bit
Premium
join:2009-02-19
00000 | Of course such a claim would similarly be unfounded. |
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DaveNJ
No Fear
join:1999-09-01
New Jersey | reply to TK Junk Mail
Please be a little more specific, my complaints are legit. It took 3 truckrolls to get cablecard working on my tivo, and 4 on a tv, which had worked for years. |
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baineschile
2600
Premium
join:2008-05-10
Sterling Heights, MI | reply to CUBS_FAN
Re: Good news by Karl
Its good to see that they are trying; and it seem like on a lot of fronts. The CSR training, increase in Voice Customers, and customer friendly D3 rollout stand out a bit. |
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jmn1207
Premium
join:2000-07-19
Reston, VA
 ·Verizon FIOS
| reply to TK Junk Mail
Re: I'm happy with them
said by TK Junk Mail  :I would say that most people's complaints of service about Comcast are unfounded. Apparently Comcast feels the same way that you do. Unfortunately their customer service, while having improved significantly, is still well below the average for this industry. Hopefully they will continue to make improvements. |
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baineschile
2600
Premium
join:2008-05-10
Sterling Heights, MI
·Comcast
 ·magicjack.com
 ·Verizon Wireless B..
2 edits | reply to Bit
He is right though. If a computer contracts some serious malware, or has an EUD update that screws with the firewall and hinders connection, people blame the ISP immediately.
A common post "i have a router, one computer can access the internet, the other cant! comcast sucks!"
Of course there are legitimate complaints that are CC's problem that dont get fixed the first time around; hopefully for them, they improve on this drastically. |
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jmn1207
Premium
join:2000-07-19
Reston, VA
·Verizon FIOS
| said by baineschile :He is right though. If a computer contracts some serious malware, or has an EUD update that screws with the firewall and hinders connection, people blame the ISP immediatly. A common post "i have a router, one computer can access the internet, the other cant! comcast sucks!" Comcast is not alone in this type of negative feedback, every large company has to deal with similar customer rants. It's just that Comcast has more of this, as a percentage of their total user base, than most of their competition. |
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SLD
Premium
join:2002-04-17 | reply to CUBS_FAN
Re: Good news by Karl
Have you seen a benefit from this? Why would you update *your* review based on other people's experiences? |
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SLD
Premium
join:2002-04-17 | I don't use Twitter
Am I screwed if I don't want to jump on the Twitter bandwagon? |
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funchords
Hello
Premium,MVM
join:2001-03-11
Washington, DC
·Verizon Online DSL
·Skype
2 edits | Congrats, Comcast!
Comcast has learned that to improve customer service, one must improve customer service. You can't "fake it to make it." You can't organize your customer service department in a way that acts as a barrier between the daily operation and your customer's gripes. And if you have such a barrier, you can't make it better by simply adding to the barrier. You have to actually deal with the customers!
That's what comcastcares and certain other individuals, usually on their own time (folks not on Frank's team) , accomplished. It is a very Internet-style lesson -- once these guys appeared, it's as if the Internet detected Comcast's monolithic customer service department as a network failure and worked around it.
Now I'm sure Comcast didn't set up to create the barrier, it just worked out that way. But I'm glad it's gone and I think it's a win-win for the company and customers both.
I just had their TV service installed. Ya know what? It wasn't pain-free. There were definite problems. But at no point did I feel like someone wasn't taking care of things. There was no missed appointment. There was no lack of follow-through. The tech left mid-install and, unlike some of the stories of the Comcast of before where the tech would disappear, the tech was back within 5 minutes with different equipment.
This is real.
--
Robb Topolski -= funchords.com =- District of Columbia -- KJ7RL |
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Bit
Premium
join:2009-02-19
00000
·VOIPo
·Cox HSI
1 edit | reply to baineschile
Re: I'm happy with them
He's not right, it's pure conjecture.
You could say the same thing about every ISP or video service provider then. Why was Comcast at the bottom (ranked even lower than the IRS) and just now mediocre? Are Comcast subs just particularly stupid while Cox and DirecTV subs smart? |
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mustang46
join:2005-05-06
Roseville, MI
1 edit | Comcast Improves Customer Satisfaction
They are trying ....Though my last problem wasn't solved through regular means (CSR ).
After 3 unsuccessful calls, I posted on comcast forum and it was escalated through one of the Comcast reps there.
Long story short....It was resolved shortly after that.
My main concern is what if I hadn't went to that forum?...The CSR's always promised to escalate it, but never did. |
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fiberguy
My views are my own.
Premium
join:2005-05-20
1 edit | reply to DaveNJ
Re: I'm happy with them
said by DaveNJ :Please be a little more specific, my complaints are legit. It took 3 truckrolls to get cablecard working on my tivo, and 4 on a tv, which had worked for years. That's still not 100% comcast's fault either.
Cable card, for one, isn't "comcast technology".. second, the major problem with the cable card isn't necessarily the card itself, rather, many of the "issues" that have popped up from the card have been with the equipment makers themselves and problems with their firmware.
Not to be pre-argumentative here, but, the manufactures even are aware of short falls with their own firmware and have told cable companies 1) what they are, and 2) when they expect resolution..
All I'm saying is that it's not always necessarily comcast's, or cable in general, fault. All they can really do is plug the numbers into the computer, make sure the rates are there for CC, and that's it. The rest is typical signal, house drop, plant and other issues.
What comcast DOES need to do, as all operators, is place pressure on their vendors in a MAJOR way, to step up quality of the product ... while we're customers of comcast, comcast is a customer of Motorola, Cisco, and all everything else they touch.
My biggest gripe has been that they roll over and play dead with hardware manufactures and allow this crap to continue to flow unchecked. Its not like the consumer can call up Moto and bitch slap the company in anyway. |
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baineschile
2600
Premium
join:2008-05-10
Sterling Heights, MI | reply to jmn1207
Yes, but CC has 15 million or so internet subscribers, with TWC or any other cable guy less than 8. So if 1% of people dont know what they are doing, you will obviously see more complaints about CC than any other cable company. |
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