Dillz85
join:2008-07-04
united state
 ·Comcast
|  Striving To Make Things Better
We’re putting a tremendous amount of effort into improving our customers’ experiences with us, and we know we need to continue to work harder to increase customer satisfaction.
Our goal is to answer our customer’s questions and fix their issues the FIRST time they contact us. We use customer feedback to help improve the way we deliver service.
For example, we’re:
Hiring more customer service agents and technicians than we have at any other time in our 45-year history to meet increased demand, driven by our Triple Play of video, high-speed Internet and digital voice services.
Giving our technicians new tools like laptops and handheld devices that help them work more efficiently.
Expanding the number of morning and late evening appointments.
Increasing the number of technicians working on Saturdays and Sundays (something most satellite contractors don’t offer).
Agents now have access to a diagnostic/troubleshooting portal on their desktops allowing them to perform a remote “health check” and fix customers’ Comcast Digital Voice (CDV) and/or Comcast High-speed Internet (CHSI) service issues without ever sending a technician to a customer’s house and provide our customers with a one time resolution to their problems.
We have implemented a “Whole Home Check” service to eliminate the need for additional technician visits to the customer’s home.
The “Whole Home Check” enables a technician to check, update or fix all Comcast services in the home. The technician will not leave until all of the customer’s products have been given a clean bill of health. |
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rob316
join:2005-10-17
Carteret, NJ
·Comcast
 ·Verizon Online DSL
| Screw Comcast, my area TV & HD lineup is horrible. We are on the 750mhz system and they ran out of room to add any new channels. I switched to Verizon Bundle with D-TV what a difference. ComCrap can keep their paltry lineup and inept tech support. I spoke of my displeasure with my wallet, good riddance CrookCast |
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SLD
Premium
join:2002-04-17 | reply to Dillz85
Using your comment as a forum to spew talking points against satellite isn't going to impress us. |
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Dillz85
join:2008-07-04
united state | Facts. Not Talking Points. |
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quintin3265
join:2008-06-07
State College, PA
·Comcast
 ·Verizon FIOS
| reply to Dillz85
I agree that Comcast's customer service, in terms of people wanting to help, does seem to be improving. The representatives themselves are very friendly and supportive every time I've called. However, that doesn't change the fact that they lack understanding of Comcast's basic policies.
Throwing 15,000 representatives at the issue, or providing the best software tools in the world, isn't going to solve anything when the representatives this information. I called three people and none of the CSRs knew anything at all about Comcast's apparently widespread bandwidth cap limitations. One actually said that she had "never heard of that before." (!)
Last year, when I lived near a big city, I called Comcast to ask if it was acceptable for me to run a small webserver for testing by a few people before I delivered the consulting project to a customer. One technician said that Comcast had no issue with running servers. Another said that running any kind of server (I suppose this includes hosting a brief online game, too) was prohibited by Comcast's terms of service. Another tech said that someone was actually running a large-scale server somewhere in the neighborhood, but they couldn't figure out who it was. Which rep am I to believe?
What kind of company that claims to "care" about customer service doesn't educate its CSRs in its policies? No matter how many representatives Comcast hires, I won't change my opinion of the company until I can finally get an honest answer out of people. |
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axus
join:2001-06-18
Washington, DC
·Verizon Online DSL
| reply to SLD
I don't think he was spamming... it's a forum, anybody can come and give their point of view. It's nice that a company can make a post on a forum that isn't shilled.
Of course, we don't really know that this guy is from Comcast! He should become a paid member, slap on a nice Comcast icon, and put some contact info in his signature. Of course then he'll be a nice target for us, heh heh heh |
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jt6
@comcast.net | reply to quintin3265
every company has hundreds of policies. i bet you dont know all you policies at work. you might think you do but i am sure we could find something you dont know. |
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jmn1207
Premium
join:2000-07-19
Reston, VA
·Verizon FIOS
1 edit | reply to Dillz85
said by Dillz85  :Hiring more customer service agents and technicians than we have at any other time in our 45-year history to meet increased demand, driven by our Triple Play of video, high-speed Internet and digital voice services. The problem is that there were never enough resources to begin with, both in personnel and equipment, to adequately meet demand. And despite the recent efforts to douse the flames of irate consumers, it's simply not enough to keep up with growth, and consequently, customer service is lagging further and further behind.
It's similar to an employee's raises that simply do not keep up with economic inflation. |
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supergirl
join:2007-03-20
Pensacola, FL
 ·Cox VOIP
·Skype
·Cox HSI
·AT&T Southeast
·magicjack.com
| reply to Dillz85
Just a thought, but maybe you should have "emergency" tech service to fix full outages. And, don't give me that crap you don't know if they are fully out. If the Power Company can say, "Yes, You're Out...we'll be out to fix it now", you can.
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Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl |
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funchords
Hello
Premium,MVM
join:2001-03-11
Washington, DC
·Verizon Online DSL
·Skype
| reply to Dillz85
said by Dillz85 :The “Whole Home Check” enables a technician to check, update or fix all Comcast services in the home. The technician will not leave until all of the customer’s products have been given a clean bill of health. Given that I've been complaining about problems performing P2P uploads since May of 2007, shall I set up a bedroom for my technician?      
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Robb Topolski -= funchords.com =- Hillsboro, Oregon
Comcast: We never did anything wrong, and we'll never do it again...
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Joe12345678
join:2003-07-22
Des Plaines, IL
| reply to supergirl
said by supergirl :Just a thought, but maybe you should have "emergency" tech service to fix full outages. And, don't give me that crap you don't know if they are fully out. If the Power Company can say, "Yes, You're Out...we'll be out to fix it now", you can. The law has alot of say in how the Power Company works more then the cable co. |
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Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| reply to quintin3265
said by quintin3265 :I agree that Comcast's customer service, in terms of people wanting to help, does seem to be improving. The representatives themselves are very friendly and supportive every time I've called. However, that doesn't change the fact that they lack understanding of Comcast's basic policies. Throwing 15,000 representatives at the issue, or providing the best software tools in the world, isn't going to solve anything when the representatives this information. I called three people and none of the CSRs knew anything at all about Comcast's apparently widespread bandwidth cap limitations. One actually said that she had "never heard of that before." (!) Last year, when I lived near a big city, I called Comcast to ask if it was acceptable for me to run a small webserver for testing by a few people before I delivered the consulting project to a customer. One technician said that Comcast had no issue with running servers. Another said that running any kind of server (I suppose this includes hosting a brief online game, too) was prohibited by Comcast's terms of service. Another tech said that someone was actually running a large-scale server somewhere in the neighborhood, but they couldn't figure out who it was. Which rep am I to believe? What kind of company that claims to "care" about customer service doesn't educate its CSRs in its policies? No matter how many representatives Comcast hires, I won't change my opinion of the company until I can finally get an honest answer out of people. All three answers are correct. Comcast's official policy is no servers, at all, allowed on their network.
However, many Comcast customers do run "small" servers, and as long as they aren't causing any problems, Comcast does overlook them. So they have no issues with you running a server if it's a small one used by a few people for testing purposes and doesn't use excessive bandwidth or other problems (i.e. sending spam). |
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Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| reply to supergirl
said by supergirl :Just a thought, but maybe you should have "emergency" tech service to fix full outages. And, don't give me that crap you don't know if they are fully out. If the Power Company can say, "Yes, You're Out...we'll be out to fix it now", you can. Sounds like you have no idea what you're talking about. |
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funchords
Hello
Premium,MVM
join:2001-03-11
Washington, DC
·Verizon Online DSL
·Skype
| reply to Rob
said by Rob :Comcast's official policy is no servers, at all, allowed on their network. Rob, you're usually not wrong about such things, but I think that you may be wrong about this one. I'm not sure if you work for the company, for a contractor of the company, or if you're just well acquainted with them and not connected at all.
If you are connected, please go get the official line from your legal department. The TOS simply does not say, "No servers, at all." (If that were the intent, it would be clearer and simpler if it did say exactly that, wouldn't it?)
In addition to the TOS language, there is also an FCC policy statement that has some powerful effect of force. So Comcast has to walk a tight line. (I believe the FCC policy statement has a nullifying effect on the TOS, but I'm also obviously one very biased opinion.)
The question you are answering does seem to be a difficult one to parse, since it is a business use, but it is not a public service or server.
--
Robb Topolski -= funchords.com =- Hillsboro, Oregon
Comcast: We never did anything wrong, and we'll never do it again...
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sivran
Long Live The Suite
Premium
join:2003-09-15
Arlington, TX
clubs:
·RoadRunner Cable
| Business users have a different TOS/AUP which depending on the level of service purchased, may or may not allow servers.
As for home users, no servers no matter what tier you buy. Now to us technical people, a server is any app listening for requests and responding to them in some manner, which includes (some*) games and even p2p file sharing.
(*Diablo Classic, for instance, is a peer to peer game and would fall under the no servers clause. Diablo 2 Closed BNet OTOH is all hosted via BNet servers, and even if you created the game you're still just a client.)
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The right of the people to be secure in their persons, houses, papers, and effects, against unreasonable searches and seizures, shall not be violated, and no warrants shall issue, but upon profitable cause... |
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MrSpock29
join:2008-02-09
Hammonton, NJ
| reply to Dillz85
said by Dillz85 :We’re putting a tremendous amount of effort into improving our customers’ experiences with us, and we know we need to continue to work harder to increase customer satisfaction. Our goal is to answer our customer’s questions and fix their issues the FIRST time they contact us. We use customer feedback to help improve the way we deliver service. For example, we’re: Hiring more customer service agents and technicians than we have at any other time in our 45-year history to meet increased demand, driven by our Triple Play of video, high-speed Internet and digital voice services. Giving our technicians new tools like laptops and handheld devices that help them work more efficiently. Expanding the number of morning and late evening appointments. Increasing the number of technicians working on Saturdays and Sundays (something most satellite contractors don’t offer). Agents now have access to a diagnostic/troubleshooting portal on their desktops allowing them to perform a remote “health check” and fix customers’ Comcast Digital Voice (CDV) and/or Comcast High-speed Internet (CHSI) service issues without ever sending a technician to a customer’s house and provide our customers with a one time resolution to their problems. We have implemented a “Whole Home Check” service to eliminate the need for additional technician visits to the customer’s home. The “Whole Home Check” enables a technician to check, update or fix all Comcast services in the home. The technician will not leave until all of the customer’s products have been given a clean bill of health. Yet, my family who still has phone with their triple play (until Verizon gets FiOS here) has suffered with phone outages averaging over 1 per month this year. Some outages lasting hours. Then you can't get through to customer support.
I left Comcast because of the hidden bandwidth caps that a service issue that was COMCAST'S fault helped create, and I am glad I did. I am sorry I was paying Comcast over $2400 a year. Don't get me started on all the other nightmares Comcast caused myself and also my parents last year alone. |
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Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| reply to funchords
said by funchords :said by Rob :Comcast's official policy is no servers, at all, allowed on their network. Rob, you're usually not wrong about such things, but I think that you may be wrong about this one. I'm not sure if you work for the company, for a contractor of the company, or if you're just well acquainted with them and not connected at all. If you are connected, please go get the official line from your legal department. The TOS simply does not say, "No servers, at all." (If that were the intent, it would be clearer and simpler if it did say exactly that, wouldn't it?) In addition to the TOS language, there is also an FCC policy statement that has some powerful effect of force. So Comcast has to walk a tight line. (I believe the FCC policy statement has a nullifying effect on the TOS, but I'm also obviously one very biased opinion.) The question you are answering does seem to be a difficult one to parse, since it is a business use, but it is not a public service or server. And you may be right, I was simply paraphrasing from their Acceptable Use Policy:
quote:
use or run dedicated, stand-alone equipment or servers from the Premises that provide network content or any other services to anyone outside of your Premises local area network ("Premises LAN"), also commonly referred to as public services or servers. Examples of prohibited equipment and servers include, but are not limited to, e-mail, Web hosting, file sharing, and proxy services and servers;
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DonLibes
Premium,ExMod 2001
join:2003-01-19
| reply to Dillz85
said by Dillz85 :Facts. Not Talking Points. I agree that you are presenting talking points, not facts. I just had a Comcast tech stop by my home this Tuesday (July 22, 2008) and despite your assertion that "The technician will not leave until all of the customer’s products have been given a clean bill of health." the technician certainly did recognize there was an unfixed problem and left anyway. And that was after getting to my house 3.5 hours after the window Comcast promised he would arrive. I had to take off an entire day from work. And that was after a previous visit for which the technician completely failed to show.
Your assertion that Comcast is expanding techs for Saturday/Sunday hours may be true by some measure but it's not working out in practice - all I got were unfilled promises. I was scheduled for an appointment this past Sunday; I waited the entire day; When the tech never showed, I called and Comcast said "He's probably running late; just wait another hour". I waited two more hours and then Comcast's dispatcher said "He was there - twice - and found no one home." The tech obviously never visited my house - I had my garage and front doors wide open. The Comcast representative on the phone with me said "I don't believe him either." |
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Wills
join:2001-01-03
Port Charlotte, FL
| reply to Dillz85
Sorry Dillz, but you can hire all the people you want and give them all the tools they want. Until they know what they are doing and start listening to the customers and stop telling customers stupid crap and blaming all their problems on them you aren't going to accomplish anything.
I just had a buddy who signed up with Comcast's new burst package (against my warnings), and one of his email accounts stopped working the instant they switched it over. The others worked. For over an hour he listened to a Comcast tech tell him to clear his cache in Internet Explorer (he uses Outlook for email) and blaming it all on his computer.
He had them switch back to the old package and everything worked just fine.
And the sad part is, this is pretty much par for the course with Comcast.
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I have a shaved head, a goatee, and tatoos. Don't you realize the rules don't apply to me. |
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quintin3265
join:2008-06-07
State College, PA | reply to jt6
These are basic policies that I think that representatives should know. If they don't know, I shouldn't get an answer like "I think that..." - have a site where the CSR can quickly review policies and apply them equally to everyone. |
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