DaveNJ
No Fear
join:1999-09-01
New Jersey | Good News
This is really great and refreshing news. I think Comcast is attempting to get better press. Maybe its the FIOS. |
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PhoenixDown
-- Wants FIOS
Premium
join:2003-06-08
Fresh Meadows, NY
clubs:   | I think its good news too. Glad to see Comcast (and others) are open to providing support via different channels.
--
~ Insert a Funny Sig Here ~ |
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kapil
The Kapil
join:2000-04-26
Chicago, IL
| This is good news
...but only if Comcast can refrain from sucking balls. All evidence to date indicates that is not possible.
Why, just this week Comcast took 3 of my last payments and applied them to the wrong account and then shut me down.
--
»www.Digium.com |
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Transmaster
Don't Blame Me I Voted For Bill and Opus
join:2001-06-20
Cheyenne, WY
 ·Qwest.net
1 edit | Good show
I keep telling friends I have in management at Qwest they should do this but so far the upper-upper management has blown them off. Figures.
A friend of mine who is a snowbird in Arizona was having a problem with his connection, I don't remember which cable outfit he has but I suggested he go to the dedicated forum for that outfit here. He did this and was guickly contacted by someone from the company, they determinded it was a software problem and not the cable. Knowing this he was able to fix it. To say the least he was astonished, and pleased by this. |
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TK Junk Mail
Go ahead, make my day
join:2006-07-30
Ocean Gate, NJ
| New Comcast Direct Forum Launched
Why? Not that this is a bad thing, I guess. But, if it is private, etc, then what is the difference between this and hitting the comcast page for chat support. What about people that have no idea what DSLR is? Do you get better support by coming to DSLR? I don't get this trend.
Tweet me bro. |
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NOZIREV
join:2008-07-10
New Bedford, MA | It is good to know
Comcast is doing everything they can to help customers out. This is the kind of stuff that will help bring better service to customers.
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"Citius, Altius, Fortius" [Faster, Higher, Stronger] |
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SND2005
Premium
join:2001-09-15
Im Over Here
 ·CWLab
| Not helpful...
While its nice to have another "portal" to additional support, I think that not being able to see at least some portion of the posts make this pointless.
The beauty of the BBR forums is that it is a community of users. You get to see comments/questions from many different people.
Wouldn't it make sense to allow us to view another persons problem and see the response? Something like this would help the "community". I understand the need to keep personal details "private", but that could be done in a IM or some other way.
Allowing totally private support at this site smells like pure, FREE PR spin for Comcast. |
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ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs:
 ·VOIPo
 ·Metrocast Communic..
·AT&T DSL Service
·ViaTalk
| reply to TK Junk Mail
Re: New Comcast Direct Forum Launched
said by TK Junk Mail  :Why? Not that this is a bad thing, I guess. But, if it is private, etc, then what is the difference between this and hitting the comcast page for chat support. What about people that have no idea what DSLR is? Do you get better support by coming to DSLR? I don't get this trend. Tweet me bro. I have used the AT&T Direct forum in the past and David there was able to get things on track much faster than trying to go through the layers of phone support.
--
"So, Lone Starr, now you see that evil will always triumph because good is dumb."
Have you been touched by his noodly appendage? »www.venganza.org |
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Matt
Take me down to the paradise city
Premium
join:2003-07-20
Jamestown, NC
·North State Commun..
| reply to DaveNJ
Re: Good News
said by DaveNJ :This is really great and refreshing news. I think Comcast is attempting to get better press. Maybe its the FIOS. I agree. I've never understood why larger companies don't embrace their technical user base and reach out to them. Duopoly aside, we hold a large sway over who our family, friends, and neighbors choose as their service provider.
Comcast, "sucking balls" aside (see post below), has really done a good job of responding to the concerns of their technical user base. |
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Transmaster
Don't Blame Me I Voted For Bill and Opus
join:2001-06-20
Cheyenne, WY
·Qwest.net
| reply to kapil
Re: This is good news
said by kapil :...but only if Comcast can refrain from tea bagging. All evidence to date indicates that is not possible. Why, just this week Comcast took 3 of my last payments and applied them to the wrong account and then shut me down. fixed it for you, we have to use the excepted terms for such thngs now  If it is good enough for MSNBC it is good enough for the rest of us. 
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I am quite sure now that often, very often, in matters concerning religion and politics a man's reasoning powers are not above the monkey's.
- Mark Twain in Eruption |
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Matt
Take me down to the paradise city
Premium
join:2003-07-20
Jamestown, NC
·North State Commun..
| reply to Transmaster
Re: Good show
said by Transmaster :I keep telling friends I have in management at Qwest they should do this but so far the upper-upper management has blown them off. Figures. Understandably, most companies are unwilling to lose control of their support channels. What happens if all of a sudden DSLR went under or when it became the de-facto point for support, Justin decided to charge the company to have an official presence?
I think a very elegant solution to the problem is to have a small group of people whose job it is to frequent the popular technical forums and generally represent the online support face of a company. I really believe that is where support is heading. |
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Selenia
join:2006-09-22
Pittsfield, MA
·Verizon Online DSL
·RoadRunner Cable
| Wish Comcast would buy out our TWC franchise
TWC explicitly forbids techs even helping users here. Add in all the new policies they have been TRYING to push(including metered billing with unreasonable caps) and you got a company who just doesn't care and maybe even has contempt for its customers. I've watched Comcast go to great length of late to show they are serious about repairing their PR image after their blunder. I had Comcast years ago and the service was great and the support wasn't too bad at all. It was just too long ago to post a relevant review of their service. Comcast holds the same monopoly-duopoly scenario in many areas that TWC does. So why such a huge difference in attitude about customer relations? |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
·Sprint Mobile Broa..
·Comcast
|  reply to DaveNJ
Re: Good News
Good deal for Comcast customers.
A suggestion would be to also include the Comcast Direct forum link on this BBR Comcast page:
»Comcast
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ViviTheMage
vivi
Premium
join:2002-10-28
Minneapolis, MN
clubs: | great
This is good news  |
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djrobx
join:2000-05-31
Valencia, CA
·PHONE POWER
 ·AT&T U-Verse
·AT&T CallVantage
·Time Warner VOIP
·RoadRunner Cable
| reply to SND2005
Re: Not helpful...
The Direct forums are a great idea, but I must say having them really hurt the AT&T West forum. Techs stopped conversing in the "public" forum, and people rarely come back to post what solved their problems in the open for all to see.
That said, I'm not sure I can think of a better solution to allowing a group of techs access to what may be private account information. If Comcast gives us decent techs, it will be a nice alternative to the regular support channels.
--
AT&T U-Hearse
Your funeral. Delivered.
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RolteC
0h
join:2001-05-20
Fresh Meadows, NY | Great addition, but still need more companies to do the same
That's awesome news.
Now if only Timer Warner would do the same for Road Runner.... hahahahaah that will be the day!!!! |
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AlexNYC
join:2001-06-02
Edwards, CO
|  Good
It is very good that Comcast is making a conscious effort to improve their image and help customers in many different ways. In return they get positive publicity that money can't buy. It is also very good they acknowledge DSLR/BBR as a major venue for this publicity and customer support. I've never been a big fan of Comcast, since I have to use them at home by default, but this truly is good news! |
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Lazlow
join:2006-08-07
Saint Louis, MO
| reply to ptrowski
Re: New Comcast Direct Forum Launched
If the tone of it is handled like the at&t forum it will be fine. But if it is like the new Charter forum it will not. The tone of the new Charter forum seems to be more about hiding information than disseminating it. There have been several threads there about this already. |
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ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs:
·VOIPo
·Metrocast Communic..
·AT&T DSL Service
·ViaTalk
| The nice thing abotu Direct is you can provide personal information vs generalities in the regular forums.
When I was getting qualified for the Elite tier of DSL phone support said it could not happen. According to the guy in the Direct forum I was based on the address. They gave me some pointers to use when I called back, and their name to "drop" if I had to.
Worked like it should with the name drop, they put the overide in.
--
"So, Lone Starr, now you see that evil will always triumph because good is dumb."
Have you been touched by his noodly appendage? »www.venganza.org |
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quatrix
Premium
join:2005-02-11
Davie, FL | Where's the fun in that?
The real Comcast experience is getting transferred back and forth among three or four different departments, none of which have any idea what's going on. |
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