|reply to I Need Speed |
Re: Comcast and JD Powers come to Houston
I just dropped my Houston Comcast subscription after a year of fruitlessly trying to get support for routing and packet loss issues.
I see Comcast's main problem as lack of a useful problem tracking and escalation procedure. In my many calls to tech support I was never once offered any escalation option to someone who might have rendered an informed technical opinion. There is no evidence that any history was being kept on how many and how frequently calls were made, or what was (in my case "not") found. The only option was to chase our tails around the same loop which had not worked in the past (a visit to the home by a low level tech), with no way out.
When I was about to cancel and was venting to a phone rep about doing the same useless home visit drill repeatedly, and having to do it yet again, he told me that only a visiting technician can escalate a customer's problem to a higher authority. At that point I had had multiple home visits and that option had never been offered. On the other hand, when I actually did cancel, I was finally offered the opportunity to speak with someone more knowlegable.
I almost can not believe that the only way to get support is to cancel service, but that in fact is my actual experience. That is the most absolutely counterproductive business process I have ever come across.