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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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dadkins
Can you do Blu?
Premium,MVM
join:2003-09-26
Hercules, CA
 ·Comcast
| 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! 
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Think outside the Fox... Opera | |
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gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA | 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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Ebolla
join:2005-09-28
Dracut, MA | Re: Stories like this that is assuming he works in that area, if they happen to be a rep in new england or in california they cannot assist someone outside of that region as the system wont pull up accounts. | |
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gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA
1 edit | Re: Stories like this Yah I hear that all the time ... it not my yob ... that goes over about as well as "thats what they tol me!" or "checks in the mail" | |
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Ebolla
join:2005-09-28
Dracut, MA
| Re: Stories like this we are not talking about walking up to a tech on street who says that here, the way the billing systems are coded myself in MA can only pull up MA,CT,VT, NH, and ME area's, if someone in CA somehow gets routed to me I have to get them in touch with a person in CA who can actually access account. It isnt that the rep wont help the customer its that they CANT. If a tech is needed out, or information sent to field a rep in an area outside your own cannot process those w/o's. | |
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phattieg
join:2001-04-29
Winter Park, FL
 ·Verizon Wireless B..
·Sprint Mobile Broa..
| Re: Stories like this said by Ebolla  :we are not talking about walking up to a tech on street who says that here, the way the billing systems are coded myself in MA can only pull up MA,CT,VT, NH, and ME area's, if someone in CA somehow gets routed to me I have to get them in touch with a person in CA who can actually access account. It isnt that the rep wont help the customer its that they CANT. If a tech is needed out, or information sent to field a rep in an area outside your own cannot process those w/o's. Don't worry about him, he's just another hopeless nut job, who thinks they know everything about the company, and who'd rather be miserable than to switch services. And don't tell me you don't have other options, you just don't want to use them because THEY ARE WORSE than Comcast, admit it. You have satellite, and cell phone internet service to name a couple off the top of my head, but I don't live there, so I don't know the other options. Thats the real truth. You have other options you don't want. So quit crying about the truth. If someone does not want to accept the truth, which is Comcast is operated by region, not nationally, then they aren't worth your breath. Some account numbers are 13 digits, some are 16, and that determines the billing system you're using. There is 4 different systems being used. Comcast is like a quilt, because of all the acquired properties they have bought out over the years, and those properties having exclusive agreements with certain billing system providers, equipment providers, and also the numerous franchise agreements and rules for each area, it's almost impossible to assist individuals on a national level because agreements are different for each city and state. So, if I can't pull up your account, I can't send a technician out to your house, and I can't even begin to tell you if there is a fee for a technician visit in your area, or what time frames are available for tech visits. Which would you rather have, a clueless tech, who can't pull up your account, and can't tell you a single thing about the area, or someone who takes calls from your area on a regular bases, and can assist you after you just pressed all those buttons and sat on hold?
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
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longstreet
join:2004-11-14
Plano, TX
2 edits | Re: Stories like this The problem is not wanting to switch because Comcast is the fastest option -- and the other provider is just as bad customer service wise -- at least in my area.
Trust me if FIOS showed up in my neighborhood, I'd drop Comcast like a bad habit.
Comcast knows this. A while back community FIOS was introducted to the city - the co-op spent a few thousand dollars promoting it, and comcast spend MILLIONS crushing it.
I beleive if you are paying more you should get a superior product, and superior customer service.
People that don't want to hear complaints shouldn't be in a complaint thread.
If you don't tell Comcast something is wrong, how will they fix it? By ignoring the problem because you're a techno-geek? Or how about stating 'yeah, screw those 5 million people with problems, they don't count'
That's some fuzzy reasoning if you ask me. | |
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phattieg
join:2001-04-29
Winter Park, FL
·Verizon Wireless B..
·Sprint Mobile Broa..
| Re: Stories like this said by longstreet :The problem is not wanting to switch because Comcast is the fastest option -- and the other provider is just as bad customer service wise -- at least in my area. Trust me if FIOS showed up in my neighborhood, I'd drop Comcast like a bad habit. Comcast knows this. A while back community FIOS was introducted to the city - the co-op spent a few thousand dollars promoting it, and comcast spend MILLIONS crushing it. I beleive if you are paying more you should get a superior product, and superior customer service. People that don't want to hear complaints shouldn't be in a complaint thread. If you don't tell Comcast something is wrong, how will they fix it? By ignoring the problem because you're a techno-geek? Or how about stating 'yeah, screw those 5 million people with problems, they don't count' That's some fuzzy reasoning if you ask me. But THE bottom line is Comcast has more subscribers than FiOS has, by far. You won't hear as many horror stories. The truth is, percentage wise, there is a higher percentage of complaints over botched FiOS installs than Comcast installs. Sure there is more stories about Comcast installs going wrong, but how many subscribers is there compared to FiOS? No accurate figures, but guestimation would suggest about 1000 Comcast customers for every 1 FiOS customer, and thats being generous. I heard of FiOS techs causing house fires, busted water mains in Florida (to the point they were told to stop installing their service until they found competent installers), 6 hour installs on average, nearly an entire city was even sold the product, only to have it pulled because they did not have the rights to activate it in the area. So you can say "tisk tisk tisk" and "I'll switch in a heart beat" all you want, but the grass isn't ALWAYS greener for everyone. You might think because I work for them I am backing them up, but just like the other rep who was anonymously posting, I am proud to work for this company for many reasons. Sure, there is times I'd like to ring another reps neck for having a stupid moment, but in all honesty, I have had a couple myself in the 5 years I have been with them. I'd be a liar if I said otherwise. Everyone makes mistakes, only with Comcast the possibility is greater simply because of the number of customers, and the amount of areas serviced. And each area is so different that what seems ridiculous to one person might be mandatory to another persons area per the agreements there. You never know, there might be stipulations in the agreement for an area that dictates that installs take first priority, or that cable TV repair comes before 911 phone service repair. I've seen that happen. In Jacksonville, there is requirements in place that says cable TV MUST be fixed within 24 hours if it's completely out because of the emergency alert system, yet no requirements exist for CDV repair, yet Comcast makes a commitment in this market to CDV customers to try their best effort (often succeeding) to resolve them within 24 hours. Some of you might assume this should be required, but the fact is VoIP service is not regulated, so providers like Vonage and cable VoIP, even FiOS aren't required to do squat for their phone customers. I don't have any problems with people being negative about the service, because everyone is entitled to their own opinion. All I ask is that you do the math, and figure out all the things involved before you open your yap about how bad things are, when really it's clearly a "numbers" game with respect to subscriber ratios between other customers. The nail that sticks out gets hammered, no matter how you look at it.
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
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longstreet
join:2004-11-14
Plano, TX
3 edits | Re: Stories like this This just sounds like corporate shill drivel.
Post up some documents proving your claims or GTFO this thread.
Since Comcast has so many customers, they don't have to give good support?
Last time I checked, I payed $65 for the highest tier Internet. Comcast doesn't get the right to treat a customer like garbage when paying that much for service, no matter HOW many customers they have.
You can never make an argument without fallacy using the '100,000 crazy elvis fans' argument.
More fuzzy logic from yes-men / women | |
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phattieg
join:2001-04-29
Winter Park, FL
·Verizon Wireless B..
·Sprint Mobile Broa..
| Re: Stories like this said by longstreet :This just sounds like corporate shill drivel. Post up some documents proving your claims or GTFO this thread. Since Comcast has so many customers, they don't have to give good support? Last time I checked, I payed $65 for the highest tier Internet. Comcast doesn't get the right to treat a customer like garbage when paying that much for service, no matter HOW many customers they have. You can never make an argument without fallacy using the '100,000 crazy elvis fans' argument. More fuzzy logic from yes-men / women First of all, to pay $65 more or less proves that you're not bundling their service. If you don't at least have cable TV, then yes, speed tier is $65, but the average cost of HSI in most markets is between $11 and $17... But if I'm not mistaken, AT&T and Verizon do the same thing with their DSL service. They charge you extra when you don't subscribe to phone service. So it's your own fault/choice if you don't subscribe. It's a tactic that is used by all of them. Not to mention, I've never seen so much outsourcing before in my life than with the phone companies. Through my encounters with them all, they use many outsources as their primary method of contact. At least the percentage of outsourcing is less with Comcast. They keep jobs in this country, and within their own domain. Since they are much larger in subscriber base, they also have more people nation wide who deserve to complain just like everyone else. You fail to prove YOUR point. Now let me prove mine...
Well, on 10/29/07 FiOS cracked the 700,000 mark... So 17 million, thats 17,000,000 versus 700,000. You wanted the numbers, now you GTFO this thread with your lazy behind. You talk all this BS, but you don't post nothing but hate, and nonsense. All you have to do is Google it. Here, since you're too lazy to look it up, I posted the link...
»www.multichannel.com/article/CA6495162.html
Or better yet, all you have to do is simply type in Google "subscriber count FiOS national".
»www.google.com/search?hl=en&q=su···G=Search
You're worse than the idiots that argue with you about powercycling their modem, only to have it work perfectly afterwards without an apology or a thanks.
So in comparison, you do the math, thats 17,000,000 divided by 700,000, right? That would be 24.29 customers on Comcast for every 1 customer on FiOS. So 24 MORE PEOPLE per 1 customer will post a comment, or have something to say about the service. Since we live in a world today where negativity outweighs the positivity, you will, without a doubt, see more negative posts. Nobody in here is posting numbers in these articles when they make the comparison. Not to mention, this site seems to have it out for Comcast, which is why I don't even bother to buy points for my account. I am still on "Original" membership, because I was here back in the day when I worked for SBC, well let me correct that, CONVERGYS... We handled 70% of their call volume between Connecticut (SNET), Ohio, Indiana, Wisconsin, and Michigan. The majority of my calls with them were very rude and hateful. The customers hated their service because it was slow, no guaranteed speed, and very rarely did people get what they paid for. As a matter of fact, I spent more time on the phone with ASI then I did with the customer because the company was too stupid to provide anyone with an SNMP tool to read signal readings. They were also too stupid to keep a Redback server, or an LDAP server running for more than a week. Once a week, the Redback authentication server would go down, and cause all 5 states to call in. Gee, I wonder why, perhaps it was because THEY OVERLOADED THE REDBACK ROUTER TO THE POINT WHERE THEY WERE RUNNING 94% MAX CAPACITY. And you say cable overcrowds the node. We're talking about 5 states, not one apartment complex worth of people (which is the average size of a node, about 100 to 300 people). There was more than 2 million people that were without internet service on a weekly bases because of their blunder. I dealt with it for 1 year, only 1 year, and left because I got so sick of their screwups. I have been with Comcast for 5, and at one time, I was taking calls from 4 states, and only about once every 2 months would we break 20 calls in queue... So from experience, not from my ass, do I compare these numbers. Get a job doing what I do, then comment, otherwise, you're just another idiot who thinks they know what they're talking about. And NO, I don't talk rudely to my customers on the phone, I take care of the issue, escalate what needs to be escalated, and handle my business, which is why I have been there 5 years. If you're rude, you get ushered out the door. I have even worked on our support desk, until I got tired of the supervisor calls, with all the yelling and cussing over something so silly as an unplugged ethernet cable. You don't realize, the majority of escalated calls end up being resolved by making the customer correct an issue with their own equipment. Even with DSL, I would have a majority of calls end up being fixed by installing a driver, or plugging in a cord, or putting a filter on a phone in the house that did not have one. Some people complain for 15 minutes before they will let you say one word. I had a call the other day where this person called in, yelled at me for 10 minutes before I could speak, when I spoke, all I could say was "do you have a router" before I was blasted with another 7 minutes of yelling about how it's a Comcast issue. The customer wanted a supervisor after powercycling the router only produced one page before it stopped again. The lead that took the call spent another 15 minutes quietly listening to the same lecture and yelling as I did, and told the customer he was resetting the EMTA (they had CDV too, and the phone worked fine, which meant the internet was ok BTW, and the customer would not listen to logic). After the modem was reset, the internet was fine. Get this, the modem was up for 79 days when he called, which means for 79 days the customer did not have to do a thing to their modem... Looking at the account, I discovered that meant that from the time of install the modem had not been reset. Sorry to be realistic, but your modem needs rebooted like your PC does once in a while. You can't tell me you don't reboot your PC either because if you have auto updates turned on, then your PC rebooted itself 3 nights ago on it's own when Microsoft installed a "Critical Update".
There's no cure for stupidity.
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
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longstreet
join:2004-11-14
Plano, TX
4 edits | Re: Stories like this The burden of proof lies on the claimant. How stupid is asking the opposing viewpoint to prove your assertion?
Here's why I asked you to prove what you said (because it also happens to prove my response below)
If you have 24x the users as FiOS then that means Comcast has 24x the resources(money) to handle those users. (yet they outsource their phone techs to convergys - who pays them about $8-9 an hour - no wonder they suck)
They also have a much more complete (and might I mention, exclusive) network.
If they are not handling it with all the extra money they make then there's a problem.
Any monkey can see there will be more problems, but with more subscribers comes more resources to HANDLE those problems. The issue isn't the number of problems, rather, Comcast's ability to handle the issues effectively given their greater income and resources. | |
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phattieg
join:2001-04-29
Winter Park, FL
·Verizon Wireless B..
·Sprint Mobile Broa..
| Re: Stories like this The point you have tried to make just now is not the case. Verizon has been at their money making before they were even named Verizon. Comcast, however, has grown by purchasing other companies who were down and out, almost out of business, and has turned them around. Maybe you can point out a situation where a franchise agreement was lost due to this so called "customer dissatisfaction" level, because you know the FCC and the BBB will not tolerate customers being stuck with the short end of the stick when it comes to service. Now I have heard of Verizon getting in trouble with the FCC for numerous reasons, one of them being just that, customer service. It has been a while, but you know, at this point, bickering back and forth is pointless, and tiresome. I showed you the numbers, and you aren't budging. Even if I went through the figures with you on net income per company, you'd find another thing to make me dig for. I am not a PR person, so I honestly don't care enough about the situation to keep arguing with someone who obviously has their own issues. I just know from experience that the telco is dirty, and low down, blatantly, yet they manage not to get in the hot seat. I know the real deal, having worked for both telco's and cable companies. I have found more "lets dance around the red tape" issues with the telco than with the cable company (except the disgraceful Adelphia, for which I've had to take calls from those poor folks and discover how low down that company was, even to the point where the FCC AND Comcast told them to notify customers that EFT payments will stop after XX/XX/2007, and they lied to us and told us it was sent, yet none were ever received by the customer. I was hired when my area wasn't called "Comcast" it was called "AT&T Broadband". Now there's an ironic situation, because AT&T Broadband had the worse reputation EVERYWHERE, and in my city, they were about to have their franchise agreement pulled (Jacksonville, by square mile is the largest city in America). The City was ready to pull the plug and force the company to cease operations, but Comcast took over, paid close to $10 million in fines that AT&T was suppose to pay, and within one year, they went from 40% digital and high speed internet ready, to 80%, 3 months later they had HDTV, and then 6 months later deployed VOD. After that party of a time, 8 months passed, and VoIP was being used, which reduced the MAJORITY of the peoples bills. The other people who are griping about the changes (about 4% of the left over customers) griped about the change, were told they could still port their number away from our network, yet they hung on, and were very pleased about the new service evidentally, because they still use the service. The problem here is that has nothing to do with "customer service", but still, the numbers show they are the 2nd largest ISP, why? Because Kevin Martin is just as ridiculously biased as this site can be sometimes, and said "sure, you can buy Bell South". Fact is, people dropped their land lines by the millions because of price, service, and satisfaction. I honestly lost respect for some of these rating firms, like JD Powers and Associates, etc... I say this because they are the ones that chose what is good and bad, yet their information contradicts the big picture... At any rate, I no longer care enough to keep arguing with you. It's to the point where you're defensive, and think I'm trying to change your mind. You even got pissy/rude with me with the GTFO comment, but you didn't post anything I lacked. You should have known right there that I didn't care to "knit pick". But you, instead, asked for proof, and I did, and now you're saying "money should make everything better". Well, smart guy, explain why Bush has paid over 10 trillion of our money, and yet the war situation in Iraq is still going on? That should tell you that money has nothing to do with the satisfaction of customers (who are citizens in this analogy). So post away now, because nobody else has bothered to chime in to agree with your "point", yet I seem to have a thumbs up from another member in this forum about the points I've made even before we got down to the numbers. It was the comment about "nut job who has nothing better to do but be a Comcast customer, still have alternative ISP's, and still sticks with Comcast. I hope you have a different provider, because if not, you need to SHOW the company you're dissatisfied with them. Simply cancel if you don't like it. I have canceled services I didn't like, and even took the big hit of "early termination fee" when I got rid of Verizon Wireless, AND AT&T. I now have Sprint, which is ANOTHER company who people seem to hate, yet I love everything about my service. It's more reliable than AT&T has ever been to me, and VERY MUCH cheaper than Verizon. Ironically, their roaming buddy is Verizon, so I get the same awesome coverage as I did with Verizon anyway, only I pay half the price. Unfortunately, I've never dealt with so many foreign countries who have no idea what CDMA, or EVDO is, due to them outsourcing to countries who don't have CDMA available. So thats my only complaint, and only because they are less knowledged, but even more importantly is they are not anywhere my service area, so they take jobs away from the USA and send them to places that don't have towers to support CDMA. Now THAT'S not good. I don't agree with that one bit, which is why I am glad the majority of Comcast customers talk to inhouse, corporately hired represenatives. At least I can report complaints direcly to the reps supervisor when I get them. Anyway, how about you do ME a favor this time, post net earnings of both companies as a whole, and tell me who is worth more, instead of assuming that 24 to 1 means a company has more money. Because if I have to prove you incorrect again, then I am going to really think you're the biggest load of hot air. And please leave the Google linkk you used to find this info. Thanks.
-Rob
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
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longstreet
join:2004-11-14
Plano, TX | Re: Stories like this I don't know what you're talking about, imo go back to your phone support. | |
| Neoistheone
join:2007-01-13
Tornado, WV
 ·Verizon Online DSL
| 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.
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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
| 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.
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kustomerservice.net | |
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longstreet
join:2004-11-14
Plano, TX
| 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. | |
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supergirl
join:2007-03-20
Pensacola, FL
 ·Cox VOIP
·Skype
·Cox HSI
·AT&T Southeast
·magicjack.com
| Karl said, "Comcast Fights Bad Service Reputation
Can the nation's largest cable company cure what ails it?"
Does he actually have proof they have all these "ails" that other companies don't? How many customers with Comcast, know quite a few, are happy that NEVER VISIT this BIASED WEBSITE so their experience is not factored in?
I've seen articles praising Sunrocket by Karl that went bankrupt and left customers stranded (before they did so) as well as praising other small companies but, God forbid, he gives AT&T, Comcast, etc. ANY SLACK.
In fact, if I was AT&T and Comcast, I'd stop giving this website, DSLReports.com, ANY INFORMATION. This site is a blog of mostly techies that could find a problem with a supercomputer and a 100gbps HSI connection. "Gee, well that website hosted by that dude on dial-up is really slow to load."
This site is nothing more than a big business bashing blog. Nothing more, nothing less. If Karl is going to "report" news, how about some balanced perspective?
If Karl doesn't stop bashing AT&T and Comcast, eventually they just will stop talking to the "biased corporate bashing blogger" and not allow people to get information.
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Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
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longstreet
join:2004-11-14
Plano, TX
1 edit | Re: Stories like this Fair and balanced like fox news?
Have you checked the comcast forums and seen the amount of complaints from people?
People are not happy, the site reports it, and suddenly it's not balanced?
Does your brand of scale say 'comcast' on it? | |
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supergirl
join:2007-03-20
Pensacola, FL
·Cox VOIP
·Skype
·Cox HSI
·AT&T Southeast
·magicjack.com
| Re: Stories like this said by longstreet :Fair and balanced like fox news? Have you checked the comcast forums and seen the amount of complaints from people? People are not happy, the site reports it, and suddenly it's not balanced? Does your brand of scale say 'comcast' on it? I believe most that complain here are tech nerds, no offence, not average people. Now, if they have 5 million BBB complaints, that validates Comcast sucks. And, I know people happy with Comcast. I have Cox if you would notice.
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Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl | |
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longstreet
join:2004-11-14
Plano, TX
2 edits | Re: Stories like this So what you are saying is that
1 I'm a tech nerd
2 Therefore my opinion as a customer doesn't count
IMHO this is Non-sequitur.
This is exactly the reason comcast has a customer service problem : they don't listen to their customers and bend them over whenever possible.
IMO you should change your name to fangirl 0.0
You're probably just some comcast corporate officer trying to un-shabby your piss poor corporate image.
People can see through the smoke. | |
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longstreet
join:2004-11-14
Plano, TX
2 edits | Re: Stories like this Very keen observation DJ. You get a doggy treat.
The comment was very blatant, at least, I thought it was obvious. It was intended to be obvious to throw the argument back in the face or the claimaint. | |
| | | | | | jmallory
join:2005-11-02
Clawson, MI
| said by djrobx :While I don't agree with her commentary at all, I find it equally non-sequitur to accuse her of being a corporate shill just because she has a pro-Comcast opinion. You don't even have to have a pro-Comcast comment to be labelled a shill around here. I have had Tribune / United, TCI, AT&T, Comcast, Verizon, Ameritech, Americast (now WOW), Sprint and Lightning Bolt DSL for all kinds of communications services. And with the exception of LB, they all sucked to varying degrees. DirecTV raised my rates every year I had it (especially NFL Sunday Ticket) just like every other cable company I have had. My wife's Verizon cell phone is better than her Nextel was but drops just as many calls as my AT&T iPhone.
People come to these boards to complain not to glow about how great the service is. You think DirecTV doesn't have complaints? Go to dbstalk.com and search on DirecTV and Retention and see how many hits you get. There are people on that board that call Retention monthly to bitch about their bill and see what kind of freebee's they can get. And when DirecTV doesn't give them a freebee...watch out. You would figure if it was such a "great" service, people would be happy to pay for it. | |
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MadMANN
Premium
join:2005-08-19
·Comcast
| said by djrobx :While I don't agree with her commentary at all, I find it equally non-sequitur to accuse her of being a corporate shill just because she has a pro-Comcast opinion. That's how this particular member operates. When your opinions vary, you are the enemy. | |
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longstreet
join:2004-11-14
Plano, TX
4 edits | Re: Stories like this quote:
When your opinions vary, you are the enemy
When you insult people and put words in their mouths, you are the enemy. Especially when you know nothing about someone else's situation - but claim to know more than they do.
-- Moving on
If you are an employee, you have a conflict of interest being in a thread about poor customer service.
If anything, you people should be apologizing and promising better service, not making things worse by calling every complaint 'insignificant'
I could get FiOS in my home from 15 - 50mbps symmetrical starting at $40 / month IF comcast hadn't spent millions of dollars lining the pockets of the representatives in my city.
This is why they have customers - they stamp out competitors by hitting them behind the back and leave no room for healthy competition (just like Microsoft)
They would rather rule over their aged, exclusive networks collecting on your dime when you could have something better, if you'd just stand up, complain, and demand . . .but they'd rather have you pacified, singing their tune.
I hate this company because of their policies, customer service, and business practices, but it's the only option that's the fastest and the other options have equally dismal support.
When fiber comes - bye, oh sweet bye to cable.
And it will come. | |
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MadMANN
Premium
join:2005-08-19
·Comcast
| Re: Stories like this said by longstreet :When you insult people and put words in their mouths, you are the enemy. I agree. If it weren't for certain deleted comments on your part, there would be links to show where you have done just that.
said by longstreet :If you are an employee, you have a conflict of interest being in a thread about poor customer service. Why? Is this not a discussion forum where people with other views besides your own come to express their points of view? If you can't stand other views that may not agree 100% with your own, then maybe a discussion site is not your bag.
The employees who frequent this site do so mostly to help others in the forums. Do any of them point out inconsistencies? Yeah, just like any other member would. But you have posted things on this site that imply that everyone at Comcast is incompetent and dishonest anyway, so wouldn't that make YOUR interests in conflict? If going by your logic, it would because you are saying that because someone works for the company, they can't have an unbiased opinion. The same would go for you, since all you have to go on is YOUR personal experience, which is not the norm. Only someone who actually deals with various issues everyday would really know the ins and outs of this topic.
You had a problem. It sucked. It was dealt with. It was NOT insignificant and did not go well as a whole at all, but it is over and you seem to have this grudge that you can't get rid of to save your life. I seem to remember a quote saying something to the effect of dedicating your time to share your stories with others in an attempt to take them out of business? IDK, IMHO that's a tad OCD. A normal person would move on and possibly switch services.
Again, that's just my opinion. In the meantime, I would hope that if any issues come up again, I would wish you only the best people to try and help you. Contrary to your beliefs, there are lots of good ones out there. Hopefully someday you can let it go and move on. | |
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longstreet
join:2004-11-14
Plano, TX
2 edits | Re: Stories like this quote:
which is not the norm
I think the recent news articles disagree with your viewpoint.
So now i'm not normal because I actually do something about getting screwed over?
If you define normal as 'shut up and go away' then you must be quite the conformist.
To add fuel to what I've already said : Cable is taking the FCC to court over the loss of exclusive contracts! Not only do they have (as demonstrated) piss-poor service, but they lock people into no other choice (monopoly anyone?)
I would be ashamed to work for such a company that extorts money in this manner.
quote:
said by longstreet :
When you insult people and put words in their mouths, you are the enemy.
quote:
I agree. If it weren't for certain deleted comments on your part, there would be links to show where you have done just that.
Pity you opted to comment the way you did - perhaps you could have apologized for the terrible service your employer gave and things could have been different, but you want me to have the 'Comcast is great and how could you ever think anything else' attitude . . .then insinuiated that I was lacking some sort of knowledge about my situation.
You don't even know 1/4 of it. | |
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MadMANN
Premium
join:2005-08-19
·Comcast
| Re: Stories like this Wow. I failed trying to explain myself. All I have been trying to do is explain to you how sometimes things can go wrong.
In your situation, at least according to the info you posted in the past (if it is incomplete then nobody here could possibly know the whole story), the local techs had done a lot to try to resolve your particular situation. From what you posted, they did so as quick as they could, given the situation and the complexity of your problem.
There are obviously other issues, billing for example, that have gone totally awry. I, personally, am not responsible for that and I am not even part of the troubleshooting process for your area, so any apology I give in regards to that would be pretty empty.
The only thing I can apologize for is if you took anything I have posted to be anti-you or anti-your situation. If that's the case, then I do apologize. I never said YOU were not normal. I am saying that problems happen with every service and every company. The situations, while they happen regularly because many of them are unavoidable, are not normal operating procedures. In other words, they are NOT acceptable to anyone within any service company. If they were normal, then nobody would have cared and you would still have non-working service. Please show where anyone told you to "shut up and go away."
In regards to the news story, this story hits the front page here all of the time. Every large company has the same exact problems: yes, even Verizon. Since you hold the news and threads of this site in such high regard, you should go to the FiOS forums if you don't believe me. You want to talk about billing and service issues? They got 'em every bit as much as Comcast. All any large service company can do is move forward and try to improve.
Furthermore, I am not ashamed to create an honest living to provide for my family. You could just as easily tell a doctor that they should be ashamed for working in an industry that extorts money from insurance companies by overcharging for their services, which raise rates so that average people can't afford them on their own and not doing life-saving medical procedures because of someone not being covered under their plan. It's insulting and if anyone should be ashamed it's the person who makes such a personal attack. | |
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longstreet
join:2004-11-14
Plano, TX
1 edit | Re: Stories like this Let's refrain from personal attacks then and try to understand each other's situation.
I'm sure you're a real good ________ for Comcast.
I'm certainly not the average guy either.
I visit Cable and DSL forums regularly.
I've had dial-up, cable, and DSL service - even satellite.
At one point in my career, I even worked as a outsourced tech support rep for Qwest and for a major BPS provider (fortune 500) - but I moved on.
(I'm now in software development making 20x the money)
So I try and help with issues, but I will complain about problems. Was the technical problem fixed? Yes, once they got their collective heads out of you know where, the fix was pretty fast. I appreciate that and that's the kind of service I expect. 2-3 days for most problems, OK.
I can deal with that. Even a week -
But 2 months?
Billing was also an issue for me. I had to be very angry and demanding (the kind of call you hate to take) to explain I wasn't going to pay for service because it was broken the entire time.
I had to twist heads and break arms to get them to agree. After they agreed, I received post-dated bills for weeks (not bills prior to my calls) I called and called and called and finally someone made the right change after weeks of begging and yelling.
It took one *GOOD* line tech about an hour to figure what was wrong, after months of a wild goose chase.
But that was after 4 or 5 of them came weeks before and said they had fixed the problem - and hadn't.
20% effective problem solving is dismal - even for a huge ISP like Comcast.
I wired an entire warship with fiber years back when I was an IT in the military. -- Back when alcatel was xylan -
I know a thing or two about DSL, cable, fiber and the Internet.
What really chaps my ass is the frontline technicians trying to come off as some sort of guru - Let me just put something out there -
The real engineers don't work frontline tech support, as you probably know.
Apologies if someone is just making an honest living - but there's too many know it alls - that don't know it all. | |
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MadMANN
Premium
join:2005-08-19
·Comcast
| Re: Stories like this Ok. Now that said, I have understood your situation from the start. It was bad. (understatement, but accurate) Ok. Miserable.  If I could apologize for it and make it better I would. Alas, I am not in your area.
Again, if I came off as indifferent or unsympathetic, I apologize. I was only trying to let you know that your situation is not something anyone at the company finds acceptable, which is why they were working to resolve the problem. There are issues out there that do not just pop up and punch you in the face. Those are the ones that may take a few tech visits to diagnose. It's not that the first few didn't know what they were doing, it's just that the problem was apparently hidden and intermittent. The last guy who solved it likely took notes from the other techs who shared what they tried for you and he acted accordingly. Therefore, to you, he is the hero. I am not saying that you might not have gotten a bad one in there somewhere, but the majority of them know what they are doing and have been trained vigorously. Does incompetence exist? Of course. But I can tell you that the ones who can't adjust or do not respond to the ongoing training are weeded out pretty quickly.
As far as frontline tech support, I would challenge anyone with any common business sense to find a way to employ top-notch masters degree IT technicians as phone people without creating double the overhead. Not saying that the ones who are there are not intelligent, just that you can't expect high level NASA techs to man the phones.
Regardless, I hope you can enjoy your services now and put the whole thing behind you. May you have trouble-free service forever.  | |
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longstreet
join:2004-11-14
Plano, TX | Re: Stories like this I had a personal experience, enough proof for me | |
| | | | | | | | BosstonesOwn
join:2002-12-15
Everett, MA
clubs:
·Comcast
| said by supergirl :said by longstreet :Fair and balanced like fox news? Have you checked the comcast forums and seen the amount of complaints from people? People are not happy, the site reports it, and suddenly it's not balanced? Does your brand of scale say 'comcast' on it? I believe most that complain here are tech nerds, no offence, not average people. Now, if they have 5 million BBB complaints, that validates Comcast sucks. And, I know people happy with Comcast. I have Cox if you would notice. Hmmm now thats good Kool-aid !!!
I know many folks here who come to me to complain since I am more prone to fixing issues then the cable folks. I can honestly say I get at least 4 calls a week about comcast and how bad the service is.
And they are not all from just my area. I wired a customers home 3 years ago for high speed net all over and waps through out the home , he calls me literally once a week. My internet don't work ! So I have him go down to the cable modem and low and behold no service ! yay !!! fun.
Area to area is different , that is the main issue. It sucks when it's that way but it just is.
--
"It's always funny until someone gets hurt......and then it's absolutely friggin' hysterical!" | |
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NOVA_Guy
Obama- Commander in Thief
Premium
join:2002-03-05
·VOIPo
| Re: Stories like this said by JTRockville :Sure, there are people who are happy with Comcast. There's one rule I live by when it comes to cable companies: If you're happy with Comcast, you haven't had them long enough yet.
said by JTRockville :But the folks with problems should at least be able to get a response. Resolving complaints might be too tall a task for Comcast, but how difficult can it be to RESPOND to complaints? I guess it can be very difficult to respond to all complaints when you have as many as Comcast. Either that, or their employees are all in a whopping 6 week training course learning various ways to explain how it's not their fault or how they can't help you.
(Wow, a whopping whole *6* weeks of training... They must be experts by the time they're done! )
--
Some terrorists don't wear rags on their head, go without showers for weeks, and smell like camel crap. Instead they live in America and support Hillary Clinton and Barack Obama for president. | |
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longstreet
join:2004-11-14
Plano, TX
1 edit | Would anyone care to comment on how 'ignoring complaints' is a good for Comcast business?
How about telling posters 'you don't matter'
or
'it's regional'
You technicians and *giggle* phone-reps need to realize we're not complaining at you, we're complaining at the company you work for because they have treated us poorly.
Get the chip off your shoulder and realize they have messed up. Yeah, maybe you're one of the good ones - realize there's alot more unhappy people that good technicians.
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| | | gar8182
Premium
join:2004-02-18
Seattle, WA
| Actually, I don't disagree with you. I think in many ways you people are being thrown under the bus.
What's the point of me calling you and asking why my channel will just freeze and when it finally starts working it jumps about 5 channels past where I meant to go only to hear from your people that there are too many people on the system and to please be patient.
So, in typical Comcast fashion, lets throw more bodies at this instead of correcting the real problem...OVERSELLING THEIR FRICKIN' NETWORK!!! I have no problems with you as whomever I call is usually very pleasant but Comcast as a company seriously has their heads up their a$$es....
/rant | |
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Ihatetrolls
@rr.com | Wow that took only a matter of hrs for comcrap to dispatch the "Save our Image" trolls to this site, Bravo Comcrap, thats craptastic! | |
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JakCrow
join:2001-12-06
Palo Alto, CA | A comcast support supervisor accused me of stealing the cable modem I had bought new a month previous. I will never again allow that company to insult me. | |
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