Dillz85
join:2008-07-04
united state
 ·Comcast
|  Striving To Make Things Better
We’re putting a tremendous amount of effort into improving our customers’ experiences with us, and we know we need to continue to work harder to increase customer satisfaction.
Our goal is to answer our customer’s questions and fix their issues the FIRST time they contact us. We use customer feedback to help improve the way we deliver service.
For example, we’re:
Hiring more customer service agents and technicians than we have at any other time in our 45-year history to meet increased demand, driven by our Triple Play of video, high-speed Internet and digital voice services.
Giving our technicians new tools like laptops and handheld devices that help them work more efficiently.
Expanding the number of morning and late evening appointments.
Increasing the number of technicians working on Saturdays and Sundays (something most satellite contractors don’t offer).
Agents now have access to a diagnostic/troubleshooting portal on their desktops allowing them to perform a remote “health check” and fix customers’ Comcast Digital Voice (CDV) and/or Comcast High-speed Internet (CHSI) service issues without ever sending a technician to a customer’s house and provide our customers with a one time resolution to their problems.
We have implemented a “Whole Home Check” service to eliminate the need for additional technician visits to the customer’s home.
The “Whole Home Check” enables a technician to check, update or fix all Comcast services in the home. The technician will not leave until all of the customer’s products have been given a clean bill of health. |
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jaminus
join:2004-10-14
Arlington, VA
| Comcast's support isn't that bad
Am I the only one who thinks Comcast's support--despite having some problematic elements--has improved noticeably over the past couple years, and is considerably better than Verizon's and AT&T's?
Sure, Comcast could do a lot better, but I've called them at least 25 times over the past year and every single time I've spoken with a relatively competent person who spoke English without an accent. The worst hold time was 15 minutes, I think, and that was an aberration. When my service went out due to damage to the local drop, they fixed it within 48 hours.
Try Verizon's support if you want to know what real bad support is like. They're only open like 8 to 5, monday through friday, and it's impossible to get anybody who can actually answer questions. FiOS is the best big residential ISP, but its service is far from optimal. |
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rob316
join:2005-10-17
Carteret, NJ
·Comcast
 ·Verizon Online DSL
| reply to Dillz85
Re: Striving To Make Things Better
Screw Comcast, my area TV & HD lineup is horrible. We are on the 750mhz system and they ran out of room to add any new channels. I switched to Verizon Bundle with D-TV what a difference. ComCrap can keep their paltry lineup and inept tech support. I spoke of my displeasure with my wallet, good riddance CrookCast |
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sousademiami
join:2003-02-04
Hialeah, FL | reply to jaminus
Re: Comcast's support isn't that bad
I agree. I haven't had Comcast for long, but although the service leaves much to be desired, their technicians and phone support people are pretty helpful, knowledgeable and responsive.
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OASAASLLS |
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BF69
join:2004-07-28
Camden, TN | well Comcast needs to
stop trying to kill it customers. that would be a good start. |
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SLD
Premium
join:2002-04-17 | reply to Dillz85
Re: Striving To Make Things Better
Using your comment as a forum to spew talking points against satellite isn't going to impress us. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
·Comcast
3 edits |  reply to jaminus
Re: Comcast's support isn't that bad
said by jaminus  :Am I the only one who thinks Comcast's support--despite having some problematic elements--has improved noticeably over the past couple years, and is considerably better than Verizon's and AT&T's? Sure, Comcast could do a lot better, but I've called them at least 25 times over the past year and every single time I've spoken with a relatively competent person who spoke English without an accent. The worst hold time was 15 minutes, I think, and that was an aberration. When my service went out due to damage to the local drop, they fixed it within 48 hours. I am happy myself with Comcast support. But I do question support in your area if you had to call them 25 times in 1 yr. I don't think I called them 25 times in the last 6 yrs. Were those all problems? Or were you calling for something else?
And I also have to question the customer in this particular story. He couldn't tell if he had a cable run to his house? He needs to give up membership to being a guy if he is that clueless. But that doesn't let Comcast off the hook. Three visits to the house and they didn't check to see if a line was connected to the system. Those techs need to find a new line of work.
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My BLOG .. .. Internet News .. .. My Web Page
Ask yourself one question: 'Do I feel lucky?' Well, do ya punk? |
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Dillz85
join:2008-07-04
united state | reply to SLD
Re: Striving To Make Things Better
Facts. Not Talking Points. |
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Weasel
join:2001-12-18
Lombard, IL
clubs:   | A week to get a tech out
I called on Tuesday to report an all day outage and was told the earliest a tech could be here was next Monday.
What service. I mean - What service?? |
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rob316
join:2005-10-17
Carteret, NJ | Typical ComCrap support |
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quintin3265
join:2008-06-07
State College, PA
·Comcast
 ·Verizon FIOS
| reply to Dillz85
Re: Striving To Make Things Better
I agree that Comcast's customer service, in terms of people wanting to help, does seem to be improving. The representatives themselves are very friendly and supportive every time I've called. However, that doesn't change the fact that they lack understanding of Comcast's basic policies.
Throwing 15,000 representatives at the issue, or providing the best software tools in the world, isn't going to solve anything when the representatives this information. I called three people and none of the CSRs knew anything at all about Comcast's apparently widespread bandwidth cap limitations. One actually said that she had "never heard of that before." (!)
Last year, when I lived near a big city, I called Comcast to ask if it was acceptable for me to run a small webserver for testing by a few people before I delivered the consulting project to a customer. One technician said that Comcast had no issue with running servers. Another said that running any kind of server (I suppose this includes hosting a brief online game, too) was prohibited by Comcast's terms of service. Another tech said that someone was actually running a large-scale server somewhere in the neighborhood, but they couldn't figure out who it was. Which rep am I to believe?
What kind of company that claims to "care" about customer service doesn't educate its CSRs in its policies? No matter how many representatives Comcast hires, I won't change my opinion of the company until I can finally get an honest answer out of people. |
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baineschile
2600
Premium
join:2008-05-10
Sterling Heights, MI
·Comcast
 ·magicjack.com
·Verizon Wireless B..
| growth
i think the problem is that comcast customer base is so large, that many more problems arise. comcast was really the first one to offer the triple play, tv, net, phone, and there are still growing pains both technically, and billing-wise.
maybe when uverses's and fios's half million subscribers each total the 25 million or so that comcast had, you will see more complaints with them
rob, did comcast fire you? |
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myokitis
join:2004-06-19
Alexandria, VA
1 edit | reply to TKJunkMail
Not Realizing a Drop Cable Was In Place
said by TKJunkMail :He needs to give up membership to being a guy if he is that clueless. But that doesn't let Comcast off the hook. Did they even send anyone to the house? If they did, that tech needs firing. I agree, it sounds like the techs need some serious retraining (Comcast does train their techs, don't they?  ). But regarding the customer's manhood, it depends . . . if his house is served by buried service it wouldn't necessarily be obvious if a cable was already run to the house or not. I wouldn't expect a customer to go check their network termination box to confirm something like this. New developments are typically served by buried service, and it sounds like he moved into one.
If his home is served by an aerial drop however, then yes, I'd tend to agree w/ you. |
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rob316
join:2005-10-17
Carteret, NJ
·Comcast
·Verizon Online DSL
| reply to baineschile
Re: growth
No they did not fire me, but I was getting tired of all their excuses about why we can't add more programming, I was paying $129.00 a month and that's not including almost 40 dollars for all their shitty moto boxes. What was I paying for shiity over compressed HD channels which by the way my area of Union II NJ has the worst lineup only had 25 HD channels and that's including the locals. Now with DTV my bill is half of what my ComCrap was and I get almost 60 HD channels. |
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Rob2647
@comcast.net | You call them up and they tell you the same line of BS every time. Such as, "we are working on the service in your area." For 2+ years they are? WTF!?! Just one reason why I'm dropping them like a bad habit. |
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rob316
join:2005-10-17
Carteret, NJ | Rob send them a message with your wallet like I did eventually when people wake up and see the crappy service they get with ComCrap they will leave also. |
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suggester
@sbcglobal.net | Comcast
It seems like Comcast needs a channel outside of the phone lines to follow up with customers better. maybe check out www.suggestionbox.com - don't see a page for them yet, but looks like you can create one. |
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lm5449
Premium
join:2001-03-31
Knoxville, TN | reply to Rob2647
Re: growth
Service is great in my area. Have never had any problems with tech support. |
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axus
join:2001-06-18
Washington, DC
·Verizon Online DSL
| reply to SLD
Re: Striving To Make Things Better
I don't think he was spamming... it's a forum, anybody can come and give their point of view. It's nice that a company can make a post on a forum that isn't shilled.
Of course, we don't really know that this guy is from Comcast! He should become a paid member, slap on a nice Comcast icon, and put some contact info in his signature. Of course then he'll be a nice target for us, heh heh heh |
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inslyx
Premium
join:2008-02-12
Carrollton, TX | reply to lm5449
Re: growth
Holy smokes, at least he finally cited an official news press - albeit The WP.
Karl: Keeping the cable companies honest; 1 slanted article at a time. |
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