| reply to devnuller
Re: they don't have anything cool to show off said by devnuller:I think the Fancast stuff is pretty cool. Also the Comcast Tivo is pretty slick with the capability to use the Tivo search to find on-demand programing. Comcast has plenty to show off. BUT .... the biggest problem for Comcast is execution. It takes forever to roll out their changes. They come out with something new, advertise it like crazy, and then take 4 yrs to roll it out. Tivo on Comcast DVRs is a prime example. They announced it about 3 yrs ago, and it still hasn't reached a majority of their footprint. 
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| I agree TK...you can apply that messege to their deployment of DOCSIS3 too. I keep hearing Comcrap boast deployments in new cities, and yet the cities that were supposed to have been done are still waiting. Here in the City of Chicago, I don't know of a zip code that actually has it.
Second of all, Comcast wastes huge sums of monies sending out techs that have cookie cutter training for problems that need a higher attention. The problem is the CSRs assume all their customers have no knowledge. This is a big mistake. I've had 13 techs at my house blaming everything from splitters to "bad cable" for a problem that was happening down the street.
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"When I was in junior high school, the teachers voted me the student most likely to end up in the electric chair."---Sylvestor Stallone |
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| We do need to get better at communicating what is coming and when you can expect to see it. This openness would be very helpful. I am actually sitting here with Customers reviewing future enhancements with the guide software. I think if more had the opportunity to see what is being done and the time involved to get it right, it would be very appreciated. |
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| reply to S_engineer
said by S_engineer:I agree TK...you can apply that messege to their deployment of DOCSIS3 too. I keep hearing Comcrap boast deployments in new cities, and yet the cities that were supposed to have been done are still waiting. Here in the City of Chicago, I don't know of a zip code that actually has it. Second of all, Comcast wastes huge sums of monies sending out techs that have cookie cutter training for problems that need a higher attention. The problem is the CSRs assume all their customers have no knowledge. This is a big mistake. I've had 13 techs at my house blaming everything from splitters to "bad cable" for a problem that was happening down the street. It is actually deployed in the suburbs in the entire North area. |
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| Well then they can't legitimately say its in the city of Chicago...can they? |
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| reply to comcastcares
said by comcastcares:We do need to get better at communicating what is coming and when you can expect to see it. This openness would be very helpful. I am actually sitting here with Customers reviewing future enhancements with the guide software. I think if more had the opportunity to see what is being done and the time involved to get it right, it would be very appreciated. How about a tiered level of CSR. When I tell them about 50% packet loss and the CSRs reponse is "is ?your modem plugged in?", Comcast has a problem. An elevated CSR tier would be able to categorize the consumers knowledge, thus (in theory)also elevating the work order to the appropriately skilled tech. But I suppose efficiency would be to easy.
Comcasts suffers from a CSR problem which is half of your battle |
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| reply to fAcEtIOUs
The current guide is very bland. I'd love to give Tivo a whirl, but I'm not moving up to the New England states just to get it. I'm almost ready to ditch the DVR. Instead of Comcast getting my $15 a month on their DVR, they can get a few dollars on a cable card. I'll get a real Tivo or Moxi, just something with a half decent featureset and UI. Did you know that additional DVR's are now $24.95 in certain regions? That's just ludacris. No wonder they don't want to release Multi-Room DVR like Verizon Fios, AT&T U-Verse, and others.
On a side note I have seen Comcast interaction also over at Get Satisfaction. »getsatisfaction.com/
Some software developers are using that site for suggestions for future releases. Other companies also use it to get all kinds of customer feedback. Check it out. |
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Dracut, MA | reply to S_engineer
There are tiers of reps, At least in NE region. Billing, technical, CHSI technical, CDV technical then a dept that handles all call types. The tier4 reps have direct lines they can give out and are willing to assist with any problems, and unlike many other groups they often have direct lines of contact to field or have a way to escalate issues beyond what a normal rep can. |
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