moonpuppy
join:2000-08-21
Glen Burnie, MD
 ·Verizon Online DSL
| They were overwhelmed last night....
I tried to call about heavy pixelization on channel 33 and found the problem about 20 channels up from there. Everytime I tried to call, it started off with a long ad for NFL Network. When I tried to connect to customer service, a long wait time to get connected and then disconnected because of high call volumes. |
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bbtech6650
Premium
join:2004-10-28
Pittsburgh, PA | Duh?
What a Comcastic idea!!!! |
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jester121
Premium
join:2003-08-09
Lake Zurich, IL
 ·surpasshosting
 ·ViaTalk
| Thanks Karl...
What, slow news day? You're regurgitating a story you quoted almost a month ago. Surely you can come up with something new to bash Comcast for....
»Comcast CEO Tries To Calm Investors |
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yuutomo
The Wonder Kitter
Premium
join:2001-08-27
Missoula, MT |  They've not changed in 10 years
still crappy service, still overcharging for the crappy service, and one way to start to fix that would be to fire Brian Roberts. |
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A Comcast Rep
@comcast.net
| Stories like this
Are so misleading.
As a rep for this company I work with many extremely hard working and talented individuals every day who do their absolute best to provide the best service we can for customers. Whatever the question or issue, we go out of our way to treat our customers as we want to be treated.
Is there a bad apple here or there? Absolutely. But they are very few and far between and the company does their absolute best to weed them out.
I can speak from personal experience and say that this companies training program is top notch and personally I went through a full 6 weeks of training before I ever even hit the floor to take calls.
It's hard to imagine many companines investing that kind of time and attention to their employees and this translates into what we deliver to our customers.
I..and my coworkers know every single day who it is that pays us..and who it is that we serve.
And..it is our CUSTOMERS.
And we treat them with respect and do our very best to make their experience the absolute best it can be.
I am PROUD..and happy..to call myself a Comcast Rep...and do my best everyday to make our customers happy to do business with us. |
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mlundin
join:2001-03-27
Lawrence, KS | The first step...
to solving a problem is admitting that you have one. Now that they've done that, perhaps they can work on making things better. |
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dadkins
Can you do Blu?
Premium,MVM
join:2003-09-26
Hercules, CA
 ·Comcast
| reply to A Comcast Rep
Re: Stories like this
Don't trip!
Comcast could cure cancer and people would still complain!
*MY* services(ALL OF THEM) are great!
My CDV install took less than 20 minutes from arrival to him driving off.
Yeah, Comcast is teh suck! 
--
Think outside the Fox... Opera |
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gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA | reply to A Comcast Rep
If you were really concerned with customers you would have helped moonpuppy up top of this thread instead of tooting the comcast horn and using this for more marketing BS. |
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yep101
@northropgrumman.com
| SERVICE
I have been having issues for years, I just placed another service call. And asked that the service tech just come out
and not to call we have VOIP (NO phone) on two different visit the call came to the cell phone, see it rolls to the cell when VOIP is down and we have poor cell signal.
I asked if there were notes not to call and to just come
no was the reply both times. I am just waiting for the next time I need to call. My signal is to high and goes to cut off. I has fluxed up clipping signal. I was at +15 db down.
I have replaced my drop in the house
I have replaced my modem
I have replaced my router
I have reloaded over ... over
I have multi PC all affected
I have replaced a Cat5 too Cat6 still. I have connectivity issues and tell my story over and over like a broken record. To the service people. |
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Neoistheone
join:2007-01-13
Tornado, WV
·Verizon Online DSL
| reply to A Comcast Rep
Re: Stories like this
Spoken like a true PR, gees I thought Suddenlink was bad.
anyways, when you have a service come in to your house the person should be at least certified in the things he/she is doing not "hey lets jut close my eyes and the place my drill hits is the hole I stick the cable through" and when they do that things like BOOM!!!!!!! (hit a gas line) can happen.
Further more why do these company's risk having catastrophes like these when they have an over abundance of people wanting to work for them that actually know what they are doing.
--
When you ASSUME, you make an ASS out of U and ME. |
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Chuckles
Premium
join:2006-03-04
Saint Paul, MN
| reply to A Comcast Rep
If the training is so good why does it seem like my job (also a comcast rep) is correcting the mistakes of other reps. Second is calls with service problems, first is incompetent reps lying and not knowing what to do which causes people to call back.
Training wasnt all that great. I'd say 30% of what you need to know comes from training, you learn the rest while you're on the phone.
--
kustomerservice.net |
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs:
·LINGO
 ·Sprint Mobile Broa..
·surpasshosting
 ·Verizon FIOS
1 edit |  Comcast needs to stop deflecting blame
As Bob Garfield put it:
said by Comcast Must Die blog, »comcastmustdie.blogspot.com/2007···lpa.html :
...
Just to make a point that should be obvious to everyone, Comcast included: when you are getting it wrong millions of times a year, nobody gives a shit how often you're getting it right. You can't win in court telling the judge how many 7-Elevens you didn't rob.
...
Sure, sometimes Comcast gets it right. But that's no justification for the times when they get it wrong.
btw, HORRIFIC, not bad, was the term used in the interview with Roberts. |
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dsless
join:2001-05-16
Pittsburgh, PA
| Comcast Service is like rolling dice
Sometimes you roll craps other times you win. The phone support and service calls have been varied. They show up or don't. The support center sometimes know what they are doing and sometimes they don't. Most of the time my experience dealing with the phone support has been negative. The people are nice but are clueless how the technology works. The last call resulted in a truck roll for a bad remote they gave me. A long story short Comcast wanted to replace 3 dvr's when the remote they gave me didn't work. Then they had the balls to charge me for a truck roll. The tech guy that showed up was nice and said it was his last day working for Comcast! |
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mglunt
join:2001-09-10
Fredericksburg, VA | reply to JTRockville
Re: Comcast needs to stop deflecting blame
Comcast is one of the (f not the highest) cable company in the land. They should be able to offer decent customer service. |
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dak70
join:2007-05-01
Warminster, PA
| Adding bodies will do nothing
The problem with Comcast's service is only slightly due to under staffing. The bad service is systemic.
Comcast is a pseudo monopoly in most areas and does not care to invest in service.
Adding 600 do nothing, know nothing, front line call takers means nothing.
Try getting a manager on the phone! Can't be done. Try asking for the director of customer service’s email. Doesn't exist. If you want to voice a concern with anyone other than the call taker, they tell you to write a letter to the complaint center's PO box in Delaware. Or you have the option of contacting your local franchise official who is in Comcast’s back pocket.
Head count won’t fix bad service. Accountability and a mechanism for customer feed back will. Fix the system.
Plus a little competition never hurts either. |
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raythompsontn
join:2001-01-11
Oliver Springs, TN
| My Comcast Service
One time I had to call Comcast because my data service was down. The modem did not have a connectivity light. Somehow the tech on the other end could still see the modem and determine the problem was not on their end.
OK, fine. I disconnected the power to the modem. Amazingly, simply amazingly, the tech said they could still diagnose the modem and there was no problem so it had to be my system. I explained to the tech that the modem was not powered up to which the tech explained how there was a battery in the modem that still allowed diagnostics to be run.
OK, fine. I then unplugged the modem from the cable. Amazingly, amazingly, the tech could still diagnose the mode when the mode was clearly sitting on my desk with nothing connected. Had Comcast taken wireless to an entirely new level? The tech said my signal levels were within specifications and the problems was clearly in my system. I then explained to the tech the modem was unplugged from the power and cable. At the point the tech unplugged and hung up.
I called again after reconnecting the modem. There was still no signal and the tech said that they could not connect to the modem and would roll a truck. Should be at the house about 1:00 PM the next day (Saturday).
The next day at 12:59 the fella arrived. He had been at the house before on the initial installation and a couple of service calls. He recognized me and said he did not need to enter the house as the problem was outside my dwelling. He replaced the drop to the house and there was still a problem. He then worked his way up the line. About an hour later he came back and said he found a bad amplifier and replaced so I should be good to go. Indeed it was all working now.
While at the house he asked to see the modem so I showed him the modem. He said there was a newer model that I could receive. I said OK and he went to his truck got a new modem, and replaced the modem. He noticed the router and said that is not an issue as he understands my network requirements. Within 5 minutes the new modem was registered and working.
He finally left at 3:00 PM, total time to repair was two hours and that included replacing the drop to the house. While doing the drop he also replaced the splitter on the inside of the house just to be certain.
So yes, there are some idiot techs that need to be terminated. There are also some excellent field service techs that know what they are doing and take pride in their work.
I asked for the guys name and employee number so I could send his manager a compliment. This would also allow me to specifically request his services again should they be needed. I did contact his manager and expressed my pleasure in the field service reps service. The manager replied that he was pleased as mostly what he hears is complaints, not compliments. |
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IT Guy
Ow, My Balls
Premium
join:2004-07-29
Las Cruces, NM
clubs:
·Comcast
| reply to dsless
Re: Comcast Service is like rolling dice
I couldn't agree with you more. My experience at home was when I requested my service to be transfered to a new location. Twice, within 6 months of each other, instead of TRANSFERRING my service, they suspended my account. I communicated clearly to the service rep. that I needed both cable and Internet service transfered, and that the last time I had requested a transfer of service, they suspended my account. Despite my insistence that they not suspend my account, it happened anyway. I spent about 45 minutes with tech support to get my account activated again. As far as reliability and quality go, I have no complaints. The price however... It keeps increasing and they have yanked channels off of the expanded basic. Don't get me started on our Comcast Business Class service. Sheesh!
--
My time is a piece of wax, falling on a termite, that's choking on a splinter. --Beck |
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longstreet
join:2004-11-14
Plano, TX
| reply to A Comcast Rep
Re: Stories like this
said by A Comcast Rep :
Are so misleading.
As a rep for this company I work with many extremely hard working and talented individuals every day who do their absolute best to provide the best service we can for customers. Whatever the question or issue, we go out of our way to treat our customers as we want to be treated.
Is there a bad apple here or there? Absolutely. But they are very few and far between and the company does their absolute best to weed them out.
I can speak from personal experience and say that this companies training program is top notch and personally I went through a full 6 weeks of training before I ever even hit the floor to take calls.
It's hard to imagine many companines investing that kind of time and attention to their employees and this translates into what we deliver to our customers.
I..and my coworkers know every single day who it is that pays us..and who it is that we serve.
And..it is our CUSTOMERS.
And we treat them with respect and do our very best to make their experience the absolute best it can be.
I am PROUD..and happy..to call myself a Comcast Rep...and do my best everyday to make our customers happy to do business with us.
That's great. The problem is, the majority of the people comcast has aren't doing good things. |
|
Hi PlainsNM
@qwest.net
| No regulation
The problem is cable is not regulated like DSL is. My qwest dsl may be slower but its reliable.. not one outage in over a year. Dsl is by plan more stable.. it more regulated and the telcos have to do more to keep it that way. When I had comcast, I had plenty of outages for both internet and tv. At this point, CC prices have exceeded the price/value for me. Plain and simple, comcast services are not worth what you pay for. |
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ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs:
·VOIPo
| reply to mglunt
Re: Comcast needs to stop deflecting blame
said by mglunt  :Comcast is one of the (f not the highest) cable company in the land. They should be able to offer decent customer service. Unfortunately the standard seem to be that company size and good customer service are inversely proportional.
--
FWD#: 223611 |
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