Industry Giants Try To Improve Customer Service > Don't talk about fixing problems....

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.

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.

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.

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.

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.