| Media My A*%!! The media is no way responsible.
Explain this:
"Without mentioning particular incidents, Germano raised the idea that isolated events that blow up into media storms can cloud people's perception of a company. Still, he acknowledged that Comcast needs to improve the experience of its 24.1 million customers."
"Germano said Comcast takes an average of 1 million customer calls a day and is working to keep up."
Do the math.
24 Million Customers
1 Million customer calls a day!
You can't blame the media for 1 out of every 24 customers calling in a day because of some kind of issue!!!!!!!!!!!! |
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 en102Canadian, eh?
join:2001-01-26
Valencia, CA | Not that I like Comcast... but I suspect that many of the calls are repeat callers that didn't get the issue resolved the first time. I.e. If I had a service appointment (missed) or billing issues, I may have many calls in on one day.
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Canada = Hollywood North |
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 Ebolla
join:2005-09-28
Dracut, MA | reply to jcurrier31
1million calls a day does not mean 1 million complaints a day. Some would be disconnections, whether moving, changing providers, customer now deceased. Other calls are going to be installs, or billing inquiries. And there are alot of repeat callers. I have seen people with notations from 15-20 reps within a single day. And no those aren't complaints some are the lonely 85year olds who have no family and cant remember to keep tv on channel 3. Yes there will be complaints in those calls but not all of them are bad experiences. |
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| reply to en102
Over the last 2 years I have had Comcast, Vonage, DirecTv, PG&E, Waste Management, Local paper delivery, ETC.
I have made an average of less then 2 calls total to everyone except comcast.
I have had to call them At least 40 times for service issue's! Not billing. They are upgrading in my area for the last year. My Internet has been out over 50 times.
Some outages but most due to scheduled outages. They made no contact, no voice mail, no flyer, nothing. I have to call in every time to figure out that they, "know about the problem and have there technicians working on it"
How about a little communication? Maybe they wouldn't have to answer 1,000,000 customer calls a day. Maybe schedule outages for overnight instead of the middle of the afternoon when the most customers would be effected?
Poorly managed from the top down!!! |
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w1zard
join:2001-12-22
Paradise, PA | reply to en102
If even half of the calls are repetitive (which is just another example of bad service, the complaint should be addressed in one call) that is still terrible. If one in 12 of my service calls required a return trip, I wouldnt have a job. |
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