 NEP1611
join:2002-03-27
Northford, CT | Cable CS I think in general the cable industry gets a little bit of a bad rap as far as Customer Service is concerned. Since Comcast took over our franchise they have been aggressive in continuously rolling out new services and benefits that add real value to subscribers. We have also needed service in our home a number of times and have found servicemen to always be polite and thorough and work quick.
That said, one thing Comcast basically sucks at is e-mail and support regarding programming and services. Especially e-mail support - many times I have gotten one answer via e-mail that turned out to be incorrect for "(my) area". Virtually every time I write in with a programming related question, the question that is answered rarely is what I asked. As far as tech support, unless something is broken, I am my own tech support. (Standard Comcast tech support: when in doubt, cycle down a modem and/or disconnect the router.)
The one good thing they do is that, when they say they will come, they come. I've even asked them to give me a courtesy call when they're on the way so I can meet them home, which they did and he got there not 5 minutes after me. The one quasi-bad experience was when they did not have any DVR boxes which I ordered, but they did have a standard HD box, which was OK and still is. (They charged me 16 for the visit though, which I thought was bush.)
Overall I think Comcast does a good job with providing a reliable and relevant product that delivers good value. The most critical customer service need they get right pretty much every time. It is frustrating asking about services and tech support, but there are a lot of companies that do worse and hold times are very short. And I do think that some of the bashing they get in the media is pretty much unjustified.
Let's all keep in mind too that, if not for ESPN, costs for programming would probably stay flat or in line with CPI. The additional charges typically are due to additional services.
If nothing else, it beats the experiences I've had with Lenovo. Terrific product, but HORRIBLE service. But that's another discussion. |
