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Comments on news posted 2014-07-18 12:38:45: Comcast made the wrong kind of headlines this week after a support representative was recorded simply refusing to let a customer cancel. ..

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bbbc

join:2001-10-02
NorthAmerica
kudos:2

The free market at its best

Hopefully the merger will go through. The free market is comcastic!

SunnyD

join:2009-03-20
Madison, AL

6 recommendations

Because Comcast doesn't give a F...

It's no more appropriate today then it was yesterday, or 6 months ago. But it's still just as appreciable.

»www.youtube.com/watch?v=KMcny_pi ··· ny_pixDw


IPPlanMan
Holy Cable Modem Batman

join:2000-09-20
Washington, DC
kudos:1

2 recommendations

And a merger will fix this...

I'm sure a merger will change this dynamic.


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable

1 recommendation

comcast+twc=greatness




tshirt
Premium
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
reply to IPPlanMan

Re: And a merger will fix this...

said by IPPlanMan:

I'm sure a merger will change this dynamic.

Do you believe the merger failing will change it?
Just as competition won't be changed. (one cable co per area) this won't change either way.
As annoying as it is, I'd bet you'd find similar punishment/rewards built in to most commission sales and "retention specialist" positions at most service companies particularly in the connected tech industry
AOL did this, most cell companies do this, most telcos do this, every car salesman lives under something like this, because while annoying IT WORKS!
And some customers make it work for themselves, going from promo to promo by "suggesting" they'd like to stay, but can't handle they price.
the people that lose are the honest customer who doesn't want to barter, just believes the salesman's "have I got a deal for you!"

bgaimur

join:2010-06-21
Plymouth, MI

3 recommendations

YEAH we should all have the handbook on how to deal with these people. And if you don't, well, you LOSE! HAHAH SUCKERRRR.

Oh and your comment does nothing to disprove the argument that the way they handle business is a direct result of their monopoly status in 90% of their markets.


Jason Levine
Premium
join:2001-07-13
USA
reply to tshirt
If the merger goes through, though, Comcast will grow bigger which means it will have more money to spend lobbying the government to not fix the broken market. (Or to "fix" it in such a way as to make it more favorable for Comcast and less so for customers or competitors.)

No merger doesn't fix the problem, but the merger will make matters worse. It's the difference between slowly bleeding to death (no merger) and quickly bleeding to death (merger). If you need to make a choice between the two, choose the former and hope you can fix it before it is too late.
--
-Jason Levine

itguy05

join:2005-06-17
Carlisle, PA

2 recommendations

Really?

To the moron that started this for his 5 minutes of Blog Bitch Fame, we don't care.

He or his wife could have been done in 5 minutes.

Him: "I want to cancel".
Comcast: "Why?"
Him: "No reason just want to cancel."
Comcast: "What's the reason?
Him: "I'd like to speak to your supervisor."
Comcast: Transfer

Or

Him: "I want to cancel".
Comcast: "Why?"
Him: "No reason just want to cancel."
Comcast: "What's the reason?
..CLICK..
Call again.

But, no we get to get 10 minutes of 2 morons arguing. I still want 10 minutes of my life back for listening to his drivel!

Maybe I don't put up with that BS or whatever but I never have had an issue canceling service. Ever. Dish, Directv, Comcast, SiriusXM, Verizon, etc.


ev

@74.140.91.x

1 recommendation

reply to IPPlanMan

Re: And a merger will fix this...

Evil, cubed!

Called TWC a couple of months ago for a CableCard. Literally had to go through about half a dozen reps before I could find one that would simply add a card to the monthly bill for $3 or whatever.

The first few reps charmingly claimed we needed to switch to TWC Phone before the CableCard could even be added to the system. Then they didn't have any in our area. Then they had C-Cards in stock, but no tuning adapters. One lady insisted we couldn't get a card unless we added a second HD converter to the TV sub. The list goes on and on. There isn't enough time to chronicle all of the lies I was fed that happy sunny day.

Now, as an AT&T wireline survivor, I know first-hand exactly how BAD CSRs can be. That evil cancer spread through osmosis to beloved Magenta shortly after their merger announcement -- service quickly going from GREAT to wtf in no time flat.

Evidently history has repeated itself with TWC's new Comcastic approach to great customer disservice.


ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:5

3 recommendations

reply to itguy05

Re: Really?

More like....
Him: "I'd like to speak to your supervisor:.
Comcast: "A supervisor is not available:.

en103

join:2011-05-02

1 recommendation

Comcast embarrassment was only due to...

Their rule of practice being not tolerated - effectively being caught doing it.

houghe9

join:2008-02-27
Lexington Park, MD
reply to itguy05

Re: Really?

based on the information in this article the people did the right thing. if they hung up or went someone else, the jerkoff on the call would not get the hit for being a jerkoff.

your solution while probably the easiest was the worst based on the article. he was trying to get them to hang up on him it sounds like.


ILpt4U
Premium
join:2006-11-12
Lisle, IL
kudos:10
Reviews:
·AT&T U-Verse

1 edit

1 recommendation

reply to tshirt

Re: And a merger will fix this...

said by tshirt:

Do you believe the merger failing will change it?
Just as competition won't be changed. (one cable co per area) this won't change either way.
As annoying as it is, I'd bet you'd find similar punishment/rewards built in to most commission sales and "retention specialist" positions at most service companies particularly in the connected tech industry
AOL did this, most cell companies do this, most telcos do this, every car salesman lives under something like this, because while annoying IT WORKS!
And some customers make it work for themselves, going from promo to promo by "suggesting" they'd like to stay, but can't handle they price.
the people that lose are the honest customer who doesn't want to barter, just believes the salesman's "have I got a deal for you!"

I don't disagree with any of that. It doesn't make any of it right.

And if it is "Business as Usual" why the embarrassed Press Release/Statement right away from Comcast?

Either its normal, no story here, and Comcast should have had no reaction or something along the lines of "It is what it is" or even better "The Employee was following our training and script to the letter, emphasizing our speeds, our network, our superior products and services, and not accepting a cancellation from a Customer who simply needs education as to why to stay," or this is not the way Comcast wants to do its retention business (despite plenty of evidence to the contrary), and this is an outside the norm area

FYI when I canceled Comcast/Xfinity, I really didn't have much of a fight. They wanted my new address, I told them Comcast isn't available there, and they canceled service, and I took the STBs over to a local Comcast walk-in Center. No drama for me (just the on-hold for 10-20 minutes to get to a human)

As far as Competition not changing, sure for the Customers, competition doesn't change. But for potential employees, Competition changes. You are taking 2 companies from the same sector and making 1. That eliminates 1 potential employer. Call Centers, Techs, Management, Payroll, HR -- Don't think there is ever cross over between the two at present? And don't think there will be "cost reductions"/layoffs as the combined companies become one? Competition in the jobs marketplace is certainly reduced

And one last thing: The "Everybody else is doing it" it NOT an excuse for poor/bad behavior. One of those important lessons you are supposed to learn in Kindergarten/Grade School, or from your Parents (hopefully). So even though those Incentives/Rewards are present in the industry, does NOT make them right or acceptable!


battleop

join:2005-09-28
00000

1 recommendation

reply to SunnyD

Re: Because Comcast doesn't give a F...

That video is now as funny as a Rick Roll....


Flyonthewall

@206.248.154.x

1 recommendation

reply to tshirt

Re: And a merger will fix this...

We get paid by the hour, this commission crap for customer support is about the lowest form of employee treatment. Giving incentives that lead to poor customer service as a way of doing business shows how messed up the company is at the top. Just because that's how they do it because they can get away with it doesn't make it right. We are supposed to be living in countries (US and Canada) where people have rights, and aren't supposed to be treated worse than indentured servants working a farm in feudal China.

When an employee has to choose between getting paid or screwing over the customer to keep from starving or not being able to provide for the family, what do you THINK will happen...

This is just wrong on so many levels, it's sickening. This is one of the reasons why capitalism run amok is very wrong for society.


davidc502

join:2002-03-06
Mount Juliet, TN
kudos:1

1 recommendation

reply to en103

Re: Comcast embarrassment was only due to...

Nothing will be done about it either.

itguy05

join:2005-06-17
Carlisle, PA
reply to houghe9

Re: Really?

Reporting it to the supervisor is the right thing. Let them handle it. Too many reports and you get canned.... for being a jerk off....

I'm also sure there are metrics on hangups too and those probably get counted somewhere too.

So yeah, rather than shoot for your 5 minutes of Internet fame, better to report it up the chain.

Sure Comcast "says we care" but the reality is that either this guy will get a severance and walked out or transferred. Or even walked out and get to collect unemployment.


Kuro

@75.151.50.x

3 recommendations

reply to itguy05
Why should I as the customer have to jump through any more hoops than I need to? Hanging up and calling again is not the solution to this. Because it will just lead it being done to another person.


Kuro

@75.151.50.x

Passing the buck

I'm surprised Comcast didn't flat out say it was the fault of whatever call center they contract out to for this. If they have any more responses to this I will be that will be their answer.

houghe9

join:2008-02-27
Lexington Park, MD

2 recommendations

reply to itguy05

Re: Really?

said by itguy05:

Reporting it to the supervisor is the right thing. Let them handle it. Too many reports and you get canned.... for being a jerk off....

guess you missed this part of the article:

"or for reps to pretend to be supervisors just to get customers off the phone."

itguy05

join:2005-06-17
Carlisle, PA
said by houghe9:

"or for reps to pretend to be supervisors just to get customers off the phone."

I'd take that with a grain of salt. While I don't work in a call center the company I work for has 2 of them. All calls are recorded and impersonating your boss would be grounds for IMMEDIATE termination no matter what the level.

en103

join:2011-05-02
Reviews:
·Time Warner Cable
reply to davidc502

Re: Comcast embarrassment was only due to...

I'm sure something will be done. Management will make a mockery of this person, as he was caught. The practice will continue, but management will have to at a high level find a way to distance themselves from it - while promote it at the bottom level rep manager when it works.

yyzlhr

join:2012-09-03
Scarborough, ON
kudos:4

Misleading

This headline is kind of misleading. Many jobs have financial incentives for hitting targets. This reps job was to retain Comcast customers so it's hardly surprising that there is a financial incentive to do so. Similar incentives exists at other service providers as well. Just because financial incentives exists and targets are tracked closely like every other job, doesn't directly correlate to such bad behaviour.


nothing00

join:2001-06-10
Centereach, NY
reply to battleop

Re: Because Comcast doesn't give a F...

said by battleop:

That video is now as funny as a Rick Roll....

That video was never funny.


nothing00

join:2001-06-10
Centereach, NY
Reviews:
·Verizon FiOS
reply to yyzlhr

Re: Misleading

said by yyzlhr:

Just because financial incentives exists and targets are tracked closely like every other job, doesn't directly correlate to such bad behaviour.

It does correlate when the incentives are exactly the opposite of what the customer wants.


anony

@198.36.53.x

2 recommendations

reply to battleop

Re: Because Comcast doesn't give a F...

the point of the video is to make a point, not be funny.


train_wreck

join:2013-10-04
Antioch, TN
or both?


JakCrow

join:2001-12-06
Palo Alto, CA
reply to itguy05

Re: Really?

Good for you. You've never had an issue cancelling service. Your experience is irrelevant.


JakCrow

join:2001-12-06
Palo Alto, CA
reply to houghe9
I had a Comcast "supervisor" accuse me of stealing my cable modem once. I haven't been a Comcast customer since.


tshirt
Premium
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
reply to ILpt4U

Re: And a merger will fix this...

said by ILpt4U:

don't disagree with any of that. It doesn't make any of it right.

No it doesn't, in fact it is a terrible business practice to pit the direct sales and support staff AGAINST the innocent customer.
It isn't hard to identify those that ABUSE** the promo and guarantee policies and forward their call to more senior/polished reps.
said by ILpt4U:

And if it is "Business as Usual" why the embarrassed Press Release/Statement right away from Comcast?

The should be embarrassed, they do have a huge personnel training issue, because even if guys like this are one in a thousand and 100 people hear of each event, the bad PR taints ALL the other hard working reps.

It does bother me that some* here ALWAYS assume ALL Comcast employees are DINGO's, rather then treating them as individual, decent humans until the themselves prove that untrue.
*particularly when their derisive manner paints them as exactly as that they rail against.

** Just as there are a few bad reps, there are a few bad customers, proving anyone can act like an out of control asshole.