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| Don't talk about fixing problems.... ....JUST DO IT!!!!
You know, I have been through enough of these rah rah quality meetings and read plenty of the books about customer satisfaction. Not ONCE have I seen it being implemented.
Case in point: Comcast transmits some local digital and HD channels in the clear. A couple of weeks ago, they shut many of them off. I did a "chat" with a Comcast rep and he was ready to roll a truck. A week later, I re-scanned the channels and many of the channels moved. Now, why did the CSR want to roll a truck? Unnecessary expense and the problem would not have been fixed costing Comcast more money. 
Either upgrade the communication and training of the CSRs AND hire better techs or suffer from lower customer satisfaction and cry about not having customers.
A BMW service? Sorry, but I prefer a car on the road rather than at the shop getting fixed.  | |
 Morac
join:2001-08-30
Riverside, NJ
kudos:1
 ·Comcast
| said by moonpuppy:Case in point: Comcast transmits some local digital and HD channels in the clear. A couple of weeks ago, they shut many of them off. I did a "chat" with a Comcast rep and he was ready to roll a truck. A week later, I re-scanned the channels and many of the channels moved. Now, why did the CSR want to roll a truck? Unnecessary expense and the problem would not have been fixed costing Comcast more money. This is because customer support is at a national level. For example if you call Comcast with a problem, you end up talking to someone in Texas, Florida, Louisiana or wherever else Comcast decides to put a call center. The person has very little information about your local Comcast system, which is run independently from Comcast corporate.
The person you're calling can't even check the TV feed themselves to see if it is a system-wide problem because they don't get your feed.
The only think the call center person can do is initiate a truck roll since that's the only way to put you in touch with local support. The phone support people might as well be located on another planet since they can't do much of anything. | |
 Ebolla
join:2005-09-28
Dracut, MA | said by Morac:This is because customer support is at a national level. For example if you call Comcast with a problem, you end up talking to someone in Texas, Florida, Louisiana or wherever else Comcast decides to put a call center. The person has very little information about your local Comcast system, which is run independently from Comcast corporate. Incorrect, MOST support is done at a regional level, in new england area its even more localized then it used to be. 2 years ago reps in the 5 call centers in MA/NH/CT took calls for NH/MA/ME/CT, Now CT takes CT calls, the call centers outside of boston take boston metro and the cape area's. The center in NH and northern MA take care of NH/ME and northeast MA. Some of the reps take phone/cable/internet so no need to have all calls for internet outsourced.
There are some calls directed to differant area's but it has to do with overflow of call volume, Internet calls still mostly outsourced but in NE region about 35% of those calls now inhouse. Some phone(CDV) needs to go to a national center that deals with switches. | |
Morac
join:2001-08-30
Riverside, NJ
kudos:1 Reviews:
·Comcast
| said by Ebolla:Incorrect, MOST support is done at a regional level, in new england area its even more localized then it used to be. 2 years ago reps in the 5 call centers in MA/NH/CT took calls for NH/MA/ME/CT, Now CT takes CT calls, the call centers outside of boston take boston metro and the cape area's. The center in NH and northern MA take care of NH/ME and northeast MA. Some of the reps take phone/cable/internet so no need to have all calls for internet outsourced. I've found it to be the opposite of what you claim. There is a local call center in Voorhees, NJ which is less that 20 miles from where I live. A few years ago, any call I made into Comcast usually went to that call center, unless I called late at night, in which case the call would end up in Canada somewhere.
As of late, I've never had a call go to the Voorhees call center. This year alone, I've made over 10 calls (at different times of day) and every single one of them went to either Florida, Texas or Louisiana. I even asked to be specifically directed to Voorhees and ended up back in Texas. This wasn't during a "high volume" period since there were no outages in my area at the time.
Calling my local support number always redirects to the 800 number which then goes to some random call center in the country.
So while Comcast New England might be more regional, that doesn't spill over to other Comcast franchises.
--
The Comcast Disney Avatar has been retired. | |
| reply to Morac
I am from the Pittsburgh area and anytime I have called in they have been local. Thought they were joking before until until they started talking about places in the city and things that were going on. | |
 JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD
 ·Verizon FiOS
| reply to moonpuppy
They can't get beyond uttering the same 4 year old phrase. We get it.
From March 2004 »www.rlmpr.com/?pg=newsletter&id=182
said by Akweli Parker, Miami Herald, (emphasis added) :
...In an ad campaign that began this week, the company is acknowledging its past customer-service fumbles and promising to do better -- starting now.
"We get it," said David N. Watson, Comcast Cable's executive vice president of sales, marketing and customer service, in an interview yesterday. "We recognize we have legacy issues as a service provider."...
From May 2008 »news.cnet.com/8301-10784_3-99562···-1_3-0-5
said by Marguerite Reardon, CNET blog (emphasis added) :
...Germano acknowledged the company needs to improve its service and perception.
"Comcast takes full responsibility for what these surveys are saying," he said. "We don't disagree with the results. And we're listening. We get it. But we look at this an opportunity for us to improve. As a business we have to do it."...
Is it still considered "stuttering" if there's a 4 year gap? | |
| reply to Morac
said by Morac:This is because customer support is at a national level. For example if you call Comcast with a problem, you end up talking to someone in Texas, Florida, Louisiana or wherever else Comcast decides to put a call center. The person has very little information about your local Comcast system, which is run independently from Comcast corporate. The person you're calling can't even check the TV feed themselves to see if it is a system-wide problem because they don't get your feed. It seems for a company so concerned about selling you phone service, they can't even communicate with the local systems.
said by Morac:The only think the call center person can do is initiate a truck roll since that's the only way to put you in touch with local support. The phone support people might as well be located on another planet since they can't do much of anything. A simple communications setup costs a lot less than a truck roll. | |
| reply to JTRockville
said by JTRockville:They can't get beyond uttering the same 4 year old phrase. We get it.From March 2004 » www.rlmpr.com/?pg=newsletter&id=182 said by Akweli Parker, Miami Herald, (emphasis added) :
...In an ad campaign that began this week, the company is acknowledging its past customer-service fumbles and promising to do better -- starting now.
"We get it," said David N. Watson, Comcast Cable's executive vice president of sales, marketing and customer service, in an interview yesterday. "We recognize we have legacy issues as a service provider."...
From May 2008 » news.cnet.com/8301-10784_3-99562···-1_3-0-5 said by Marguerite Reardon, CNET blog (emphasis added) :
...Germano acknowledged the company needs to improve its service and perception.
"Comcast takes full responsibility for what these surveys are saying," he said. "We don't disagree with the results. And we're listening. We get it. But we look at this an opportunity for us to improve. As a business we have to do it."...
Is it still considered "stuttering" if there's a 4 year gap? Typical of Comcast. Bury their heads in the sand and hope the customers go away. I wonder if Dave Watson still works for them? 
Got to love the new Direct TV commercials that show the cable boardroom. How close to the truth is that?
BTW, I signed up for FIOS.  | | |
|
 Dillz85
join:2008-07-04
united state
kudos:1 | reply to Morac
Re: National Comcast Call Center Master List Comcast operates and maintains several dozen National Call Centers across the country, most operate 24 hours a day.
Listed below are our locations and direct numbers by state.
For an easier way to reach us, call 800-COMCAST and enter your zipcode to be automatically routed to your local call center if your call is initiated within the locations operating hours and call volume permits.
Alabama - AL
Florence: 256-767-3200
Gadsden: 256-547-3043
Huntsville: 256-859-7800
Mobile: 251-476-7600
Tuscaloosa: 205-345-0424
Arizona - AZ
Tucson/Pima: 520-744-1900
Arkansas - AR
All Areas: 501-375-5755
California - CA
Bay Area (San Francisco): 800-945-2288
Fresno, Central California: 800-986-0750
Hollywood: 888-255-5789
Livermore: 800-945-2288
Lompoc/Santa Maria: 800-266-2278
Oxnard: 800-266-2278
Palmdale: 800-266-2278
Sacramento, Stockton: 800-986-0750
Colorado - CO
Denver: 303-930-2000
Colorado Market Toll-Free: 1-888-824-4010
Alamosa: 719-589-3321
Glenwood Springs: 970-945-7292
Grand Junction: 970-245-8750
Pueblo: 719-546-1090
Connecticut - CT
Enfield:888-633-4266
Berlin: 888-633-4266
Chelmsford: 888-633-4266
Hartford: 888-633-4266
New Haven: 888-633-4266
District of Columbia - DC
Washington DC: 202-635-5100
Delaware - DE
Delmarva, Dover: 302-674-3440
New Castle: 302-652-1454
Florida - FL
Celebration: 407-566-2105
Jacksonville: 800-568-1212, 904-374-8000
Lake County: 352-787-7875
Naples: 239-280-4304
Panama City: 850-769-0392
Perry, Quincy, Tallahassee: 850-574-4000
Sarasota: 941-371-6700
South Florida: 954-266-2278 / 305-266-2278
West Florida: 941-371-6700
West Palm Beach: 561-653-2105
Georgia - GA
Atlanta Region: 404-266-2278
Augusta Region: 706-733-7712
Rome: 706-291-7288
Savannah: 888-266-2278
Illinois - IL
Chicago and the Greater Chicago Region: 866-372-4215
Kankakee, Joliet, Aurora (Chicago Market): 866-372-4215
Rockford (Central Illinois): 888-736-6608
Rock Falls (Central Illinois): 888-736-6610
Champaign/Urbana (Central Illinois): 888-736-6612
Peoria (Central Illinois): 888-736-6689
Normal/Bloomington (Central Illinois): 888-736-6694
Macomb (Central Illinois): 888-736-6695
Quincy (Central Illinois): 888-736-6698
Springfield (Central Illinois): 888-736-6705
Indiana - IN
Northwest Indiana (Chicago Market): 866-372-4215
South Bend (Chicago Market): 866-372-4215
Fort Wayne: 260-456-9000
Indianapolis: 317-872-2225
Kansas - KS
Olathe: 913-782-4466
Kentucky - KY
Campbellsville: 270-465-5038
Central: 270-765-2731
Elizabethtown: 270-273-2731
Greenville: 270-338-5100
Horse cave: 270-773-3925
Leitchfield: 270-259-4500
Paducah: 270-442-6382
Tell-City: 812-547-7969
Louisiana - LA
Shreveport: 318-321-4100
Houma: 985-876-4280, 985-446-2199
LaPlace: 985-652-6951, 800-732-6951
Monroe: 318-396-5400
Maryland - MD
Annapolis: 410-268-7551
Baltimore: 410-427-9600
Baltimore City: 410-649-9000
Charles: 301-645-9300
Elkton: 410-398-7978
Garrett County/Allegany County - Three Rivers Region: 800-527-2222
Kent: 800-343-2494
Montgomery: 410-548-1767
Montgomery County: 301-424-4400
Prince Georges: 301-306-5700
Massachusetts - MA
Southeast Massachusetts (SEMA): 888-633-4266
Chelmsford: 888-633-4266
Metro Boston: 888-633-4266
Michigan - MI
Canton, Northville, Plymouth: 734-459-7300
Clinton, Saint Clair Shores, Warren: 586-978-8780
Detroit: 313-945-1111
Flatrock, Garden City, Taylor: 734-946-6000
Hillsdale: 517-437-2656
Macomb County: 586-978-8780
West: 734-973-2266
Minnesota - MN
Saint Paul, Twin Cities Region: 651-222-3333
Mississippi - MS
Corinth, Fulton, West Point: 662-447-5399
Laurel: 601-649-7224
Hattiesburg: 601-268-1188
Meridian: 601-693-2366
Tupelo: 662-842-5625
Missouri - MO
Independence: 816-795-1100
New Hampshire - NH
Northern New England Region: 888-633-4266
Manchester: 888-633-4266
New Jersey - NJ
Burlington County: 609-871-6900
Central New Jersey: 609-655-1300
Garden State: 856-354-1660
Gloucester County: 856-853-7474
Jersey City: 201-432-1234
Long Beach Island: 609-494-8300
Meadowlands: 201-997-6600
Monmouth County: 732-542-7603
Northwest New Jersey: 908-689-3355
Ocean County: 732-920-2288
Somerset: 732-652-2700
Toms River: 732-286-2971
Trenton, Mercer County: 609-394-2288
Union: 732-602-7400
Voorhees: 856-354-1660
New Mexico - NM
Albuquerque: 505-344-0690
Farmington: 505-438-5801
Grants: 505-287-9451
Las Cruces: 505-523-2531
Placitas-Bernalillo: 505-867-3500
Santa Fe: 505-438-5801
Socorro: 505-835-2424
Ohio - OH
Ashland: 419-289-1921
Southeastern Ohio - Three Rivers Region: 800-527-2222
Oregon & SW Washington - OR
Portland: 888-824-8264
Pennsylvania - PA
Lebanon: 717-273-8511
Philadelphia: 215-673-6600 or 215-657-6990
Pittsburgh/Southwestern PA - Three Rivers Region: 800-527-2222
Plymouth Meeting: 610-828-3932
Pottsville: 570-622-2161
Reading: 610-378-4600
Willow Grove: 215-463-1100
West Philadelphia: 215-581-6100
South Carolina - SC
Beaufort: 843-522-1341
Charleston: 843-554-4100
Goose Creek, Mt. Pleasant: 843-553-1686
North Charleston: 843-554-4100
Walterboro: 843-549-9561
Tennessee - TN
Knoxville: 865-637-5411
Chattanooga: 423-855-4300
Eastern: 423-282-8386
Nashville: 615-244-5900
Texas - TX
Houston Region: 800-776-9993
Utah - UT
Salt Lake City: 801-485-0500
Vermont - VT
Burlington NNE (VT): 888-633-4266
Virginia - VA
Alexandria: 703-823-3000
Chesterfield: 804-743-1150
Manassas: 703-368-4227
Reston: 703-716-9770
Richmond: 804-266-1900
Prince William, Woodbridge: 703-730-2225
Washington - WA
Seattle: 206-694-7000
West Virginia - WV
Northern WV - Three Rivers Region: 800-527-2222
Wisconsin - WI
Manitowoc: 920-682-6511 | |
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