 pnh102Reptiles Are Cuddly And PrettyPremium
join:2002-05-02
Mount Airy, MD | Hard to Believe Comcast Comcast, at least where we live, seems to have a huge internal communications problem. The technicians working the phones don't have any idea when or if certain features will be deployed. The technicians "on the ground" however seem to know this information.
It would be nice if the people on the other end of the phone had the same information as the field technicians.
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This isn't fair! I was only supposed to hate just ONE presidential candidate! |
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 SabreDi relung hatiku bernyanyi bidadari
join:2005-05-17 | I can vouch for that, pnh, seeing as I used to work in the very same call centre that covers your area.
We were never told ANYTHING. I think the powers-that-be may have been afraid we'd either accidentally leak confidential information to customers, or get their hopes up for stuff that might end up getting delayed. At least those were the only semi-reasonable explanations I could come up with.
However, my experiences suggest that your internal communications accusation has a great deal of merit.
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With all its sham, drudgery, and broken dreams, it is still a beautiful world.
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pnh102Reptiles Are Cuddly And PrettyPremium
join:2002-05-02
Mount Airy, MD
1 edit | said by Sabre:We were never told ANYTHING. Heh. I may have explained this before, but I will relate it again for added funniness:
Our town is split between 2 counties in Maryland (Carroll and Frederick). Each county has its own Comcast franchise, and the town itself also has a separate franchise.
Comcast planned to "deploy" enchanced services to Frederick county in mid-December, as we are in Frederick County, we got all these mailings and messages on both of our Comcast boxes telling us what a great thing this would be. We were told to be on the lookout for all these new channels on 12/11/2007.
12/11/2007 comes and we find that one of our boxes still retains the old channel lineup, and the other of our boxes got "zapped." The second box had the new channel lineup, but none of the channels came in. The even funnier part in all this was that this particular box actually got more HD channels than the first box that did not change.
I called Comcast to report the problem and they reset the "zapped" box so that it now showed the same channel lineup as the first box that was unchanged. The net result of this was that we lost HD programming.
The technician on the phone was clearly flustered by what happened so he offers to send out a field technician. 2 days later, the field technician calls right before he was scheduled to come over and explains to me that our whole town is being moved over to the Carroll county franchise, which has yet to be upgraded. I cancel the appointment as there is no need for the guy to come over.
I get charged $19.99 for the "service" call.
I call Comcast again to get that charge removed. They remove the charge but ask if I am interested in their phone service.
Supposedly, the Carroll county franchise is being upgraded, but I have a feeling that the same thing will happen again once that upgraded goes "live." I think that all the areas of Carroll and Frederick counties outside of Mount Airy will have the enhanced service, and our town will be left with what we have now. 
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This isn't fair! I was only supposed to hate just ONE presidential candidate! |
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| Your just another in a crowded field. Their service is equally dispicable here in the midwest! |
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pnh102Reptiles Are Cuddly And PrettyPremium
join:2002-05-02
Mount Airy, MD | said by S_engineer:Your just another in a crowded field. Their service is equally dispicable here in the midwest! It gets even better, in a good way though.
I bought a 3rd HDTV. This one has a built-in ATSC tuner. I was surprised that not only do I get some of the HD channels that I thought I would need another box to receive, but I also get the local PBS station in HD, which doesn't come in on the Comcast boxes.
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This isn't fair! I was only supposed to hate just ONE presidential candidate! |
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fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | reply to pnh102
Honestly, PHN, it's not the job of customer service reps to tell customers about "what's coming"... it's their job to sell service, trouble shoot it, handle current account questions, and answer billing questions.
To be honest, too, the field techs only SOMETIMES know what's coming only when they are either involved in the roll out, prior training of the technology, OR if an engineer or head end tech (someone up the chain) tells them, which these days, is rare.
I can't even begin to explain why upcoming information is being told to customers (because it's too complicated and I'd be attacked for stating why anyway) but still, wanting to know what's coming, and getting that information are two different things.
As exciting it is to know what may be coming, in a very competitive environment, this information just isn't told publicly any more. If this were the case, you think that they'd want Verizon, D*, or other carriers to be able to call up and get the info in order to get the other side ready to launch campaigns to hurt the launch of the new product? |
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Zoder
join:2002-04-16
Miami, FL | What you're saying makes sense. But what I don't get is why marketing does such a terrible job announcing channel additions in some markets. We never get notices in our bills or messages on the box. The only norices we get are are when channel is being removed. We had 6 HD channels added this week which I discovered scrolling through the guide. |
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pnh102Reptiles Are Cuddly And PrettyPremium
join:2002-05-02
Mount Airy, MD | reply to fiberguy
Well I can fully understand and appreciate the reasons for not wanting to divulge information. Osbourne effect and all...
However, the problem we have is not that Comcast doesn't divulge information. They freely and openly disseminate information about new features (e.g., On Demand, more HD, etc.).
The problem though, is this information is almost always wrong.
It doesn't bother me too much, I actually seem to find it more comical than irritating, because even with all of this BS, I still believe I get a lot of value out of my Comcast service, especially when compared to getting satellite.
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This isn't fair! I was only supposed to hate just ONE presidential candidate! |
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