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nitzan
Premium,VIP
join:2008-02-27
 ·ViaTalk
 ·Comcast
| Thing is...
Customer service doesn't start after your user is already pissed off - it starts before when you make sure:
1. Your product functions as it should. ("just works")
2. You don't overcharge your customers.
3. You don't hire employees who lie to your customers.
4. You don't hire employees who steal from your customers.
5. You don't hire employees who cancel a customer's service so they can re-order it under their name to get the commission - only they forget to re-order it and the customer finds out at the last minute that their order has been canceled a week ago.
6. You do make an effort to connect said customer the same or next day, rather than making them wait a few days until you "have a technician available".
See Comcast.. it's not about what you say - it's about what you do. Now hire less Twitter consultants and more competent technicians and service reps.
For the record - my experience reflects Comcast Atlanta which is below horrible. I've never had problems with Comcast when I live in Dallas.
--
Nitzan Kon, CEO
Future Nine Corporation | |
fiberguy
My views are my own.
Premium
join:2005-05-20
| While I agree, in part, with your post.. just how do you expect any company to achieve this goal, 100%, and how much as a customer are you willing to pay more for a better quality of service?
I do think you're a way bit off course on points # 4, 5 & 6.
4) I'm not sure employees stealing from customers is big news. Besides, ANY human is capable of stealing.. even the President of the United States.
5) I really don't think there is an epidemic of accounts being canceled to make commission. Can you produce enough evidence to the part that makes this claim credible?
6) It's never going to be a same or next day installation with cable or ANYTHING for that matter on a regular basis. There ARE times Comcast DOES do same day and next day installs. But, to make your requirements, I'm sure hiring 30% more techs to sit around all day waiting for calls is a smart move, financial wise. (Your rates would skyrocket)
You're still right in your spirit that they need to DO, not SAY. But there are fine lines between real word situations and customer expectation. Customers will ALWAYS lean to expect more that what is reasonable, or feasible.
said by nitzan  :Customer service doesn't start after your user is already pissed off - it starts before when you make sure: 1. Your product functions as it should. ("just works") 2. You don't overcharge your customers. 3. You don't hire employees who lie to your customers. 4. You don't hire employees who steal from your customers. 5. You don't hire employees who cancel a customer's service so they can re-order it under their name to get the commission - only they forget to re-order it and the customer finds out at the last minute that their order has been canceled a week ago. 6. You do make an effort to connect said customer the same or next day, rather than making them wait a few days until you "have a technician available". See Comcast.. it's not about what you say - it's about what you do. Now hire less Twitter consultants and more competent technicians and service reps. For the record - my experience reflects Comcast Atlanta which is below horrible. I've never had problems with Comcast when I live in Dallas. | |
nitzan
Premium,VIP
join:2008-02-27
·ViaTalk
·Comcast
| said by fiberguy :I do think you're a way bit off course on points # 4, 5 & 6. This has been my personal experience with Comcast Atlanta. Not a story I heard - my real experience with them.
5) I really don't think there is an epidemic of accounts being canceled to make commission. Can you produce enough evidence to the part that makes this claim credible? You'll just have to take my word for it. Read my Comcast review for more details, but the gist is that someone called me on Friday a week before we moved to Atlanta claiming he was from Comcast to allegedly confirm my appointment next week. Come next week and no installer. I figured I'll give Comcast a call and guess what- on Friday someone called in to Comcast claiming he was me and canceled my appointment. This was obviously not me, it was the guy who called me, got the last 4 of my SSN so he can identify as me when he called in - and called to cancel my service. Why? because he was going to re-order it with himself as the sales rep and commission earner. Except he forgot to re-order it which is why I know that's what he did.
I can't even begin to imagine how many of these cancel-and-reorder schemes go on in the background that customers are not aware of.
6) It's never going to be a same or next day installation with cable or ANYTHING for that matter on a regular basis. There ARE times Comcast DOES do same day and next day installs. But, to make your requirements, I'm sure hiring 30% more techs to sit around all day waiting for calls is a smart move, financial wise. (Your rates would skyrocket) I ordered service a month ahead of time. It was canceled deliberately by a Comcast employee committing an act which is most likely illegal. I'm not saying jump and install same-day for every customer with a problem, but why the hell should I suffer because a Comcast employee was partying-down with the commissions?
You're still right in your spirit that they need to DO, not SAY. But there are fine lines between real word situations and customer expectation. Customers will ALWAYS lean to expect more that what is reasonable, or feasible.
You know I run a customer-facing business. Obviously I am aware that customers sometimes have too high expectations. However Comcast can do a whole lot more to improve things and still keep within budget. If I manage to keep my customers happy as a small business, why can't Comcast with their billions in budget?
--
Nitzan Kon, CEO
Future Nine Corporation | |
fiberguy
My views are my own.
Premium
join:2005-05-20
| I won't doubt that these things happened to you. However, it's a far cry to say that this is normal and happening every day.
An order got canceled as you say.. fine. I won't argue, however, you can't be judge and jury and rule that your reason is what happened. The operator that took your order may have not actually went to the last step and saved the order. There was a time in the billing system where a bad design caused this kind of thing to happen.
As for waiting a month.. still, your reasons don't match the why you brought it up. There is still no evidence, nor will you have any, that any rep canceled your order for commission. The odds of that happening just isn't there for that scenario to be plausible.
You have a theory that is actually, and to be honest, TOTALLY a theory.
Sorry bro.. totally unbelievable. Your only real experience based on what you said is that your order got lost or canceled by mistake (it happens in EVERY large company, it happens!) and you came up with a theory and are passing it as a fact. The truth is, you will never have anything to turn this into a fact simply because you have no way to access the computers and see. Even then, all it would show is the order was canceled. Sorry bro.
Still, I do agree with you on improving customer service.
By the way.. the auditing of commissions is way to good for any employee to be running a scheme like this. Patterns do form and it would be caught. Further, as I said in my first post, you can hire the best people out there, but you will NEVER be able to ensure that everyone is 100% honest. If that kind of activity WAS true and happening, so long as Comcast (or any employer) terminated the employee, the company can't be blamed. | |
nitzan
Premium,VIP
join:2008-02-27
·ViaTalk
·Comcast
| Dude, just because I don't have any hard proof doesn't mean it didn't happen. Here are the facts:
1. I order service from Comcast, online, so it's not like it could be a data error.
2. I get a call from this guy on Friday around 8am. He asks for my last 4 digits of my SSN for allegedly verification. This is kind of weird since he called me and not the other way around, but I didn't pay attention to it at the time.
3. Next Thursday when my installer is supposed to come no one shows up. When I call to ask I am told that someone called in on Friday at 8:30am and canceled my order. I ask them how is this possible since it obviously wasn't me, and they said whoever called in used the last 4 digits of my SSN to authenticate as me.
4. They (Comcast) confirmed that people with the department he is with do get commissions when they book orders from customers.
5. When I tried to call the guy, the number he gave me on Friday (which worked on Friday) was disconnected.
My guess is this guy was running this cancel-and-reorder scam for a while, and got caught and fired after canceling my original order but before he was able to re-book another order for me.
Comcast said this is possible and they'll look into it for me, although of course they didn't actually confirm it or tell me what really happened. Which again leads me to believe they have something to hide. If it was a computer error that would be the answer they would have given me - but the fact that their records indicates the time and day someone called in and used my SSN to cancel the service tells me this cannot be a simple computer error.
--
Nitzan Kon, CEO
Future Nine Corporation | |
fiberguy
My views are my own.
Premium
join:2005-05-20
| said by nitzan :Dude, just because I don't have any hard proof doesn't mean it didn't happen. Yes, it actually does.
By the way, when outbound calls are made, they STILL ask for your 4 digits of your SSN. This is true of all outbound calls. They cant be sure that the person answering the phone is the account holder. This is done even when you get the automated call telling you that you haven't paid your bill and you get a live operator.
Further, a rep can cancel the order with out your social. They can also reorder it without your social if it's just restarting an order that was previously canceled.
My guess is this guy was running this cancel-and-reorder scam for a while, and got caught and fired after canceling my original order but before he was able to re-book another order for me.
Comcast said this is possible and they'll look into it for me, although of course they didn't actually confirm it or tell me what really happened. Which again leads me to believe they have something to hide. Comcast, or any other company, will not follow up with you as a matter of policy simply because it's none of your business what they found internally. Their job, like any company, is to simply get you what you wanted in the first place and correct the situation.
What they found or what the internal actions taken were is actually never going to be told to you, or anyone that has any complaint about something that happened; it just doesn't happen as a matter of standard practice.
If it was a computer error that would be the answer they would have given me - but the fact that their records indicates the time and day someone called in and used my SSN to cancel the service tells me this cannot be a simple computer error. you're spending a lot of time trying to force your theory. I'm also telling you possibilities that are actually more valid and plausible and you're standing by a theory. The order could have been canceled in the system and done so incorrectly. There are a few reasons how your order could have been canceled. Further, the rep could have also mis-read the reason or didn't look at the whole picture and told you that someone called in. They can only read what someone put in the computer.. that still doesn't substantiate your claims... I'm sorry.
Even in a court of law, when the truth is to be found, reasonable doubt can kill a claim.. I've MORE than raised reasonable doubt. You also still have nothing hard core to substantiate the claim.
Honestly, I could care less what you want to believe; you can believe as you want. I'm certainly not trying to give comcast a free pass, however, you're still far far far from having anything even remotely close to being able to make a convincing case that what you say actually happened.
And honestly, to your main point, yea.. because you don't have hard proof certainly doesn't mean it DID happen. I think bush flew planes into the buildings on 9/11.. but there is no proof to that claim, and because of that, I'd look like a fool to run around saying he did. For that matter, I'm simply throwing out a conspiracy theory, just as you are.
(I'm also sure you are trying to make an accusation based on your own company.. so I will just leave this as it in and say that I made my statement, you replied, and I put a rebuttal.. I'm leaving it there.) | |
nitzan
Premium,VIP
join:2008-02-27
·ViaTalk
·Comcast
| Fine, it didn't happen because you say it didn't happen. You obviously know better than me. You also obviously know better than the multiple Comcast reps and supervisors who told me my service was canceled by someone calling in to cancel it.
You know best. | |
fiberguy
My views are my own.
Premium
join:2005-05-20
| Never said that. Please read.
Let me simplify this for you. You are trying to make your assumption into fact. You do realize how silly that is, right? I must have been speaking too intelligent for you.
So, you're ENTIRE notion that there is this vast cancel and resell conspiracy is based on the fact that your order was canceled.
Wonderful. I wonder what you cook up when a tech shows up 1 hour late to your appointment. I bet that would be the makings of a HUGE sex scandal? Maybe insider trading?
Honestly.. you're being silly and WAY out of line on this one. | |
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