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 funchordsHelloPremium,MVM
join:2001-03-11
Yarmouth Port, MA
kudos:5
2 edits | Congrats, Comcast! Comcast has learned that to improve customer service, one must improve customer service. You can't "fake it to make it." You can't organize your customer service department in a way that acts as a barrier between the daily operation and your customer's gripes. And if you have such a barrier, you can't make it better by simply adding to the barrier. You have to actually deal with the customers!
That's what comcastcares  and certain other individuals, usually on their own time (folks not on Frank's team) , accomplished. It is a very Internet-style lesson -- once these guys appeared, it's as if the Internet detected Comcast's monolithic customer service department as a network failure and worked around it.
Now I'm sure Comcast didn't set up to create the barrier, it just worked out that way. But I'm glad it's gone and I think it's a win-win for the company and customers both.
I just had their TV service installed. Ya know what? It wasn't pain-free. There were definite problems. But at no point did I feel like someone wasn't taking care of things. There was no missed appointment. There was no lack of follow-through. The tech left mid-install and, unlike some of the stories of the Comcast of before where the tech would disappear, the tech was back within 5 minutes with different equipment.
This is real.
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Robb Topolski -= funchords.com =- District of Columbia -- KJ7RL | |
 hambone42Peace, through superior firepowerPremium
join:2002-02-02
Manassas, VA | said by funchords:(snip) That's what comcastcares and certain other individuals, usually on their own time (folks not on Frank's team) , accomplished. It is a very Internet-style lesson -- once these guys appeared, it's as if the Internet detected Comcast's monolithic customer service department as a network failure and worked around it. (snip) That's an apt analogy. To extend it just a bit -- there are those of us who believe (based on past experience, anyway) the "failure" is more-or-less permanent -- and is located on what are supposed to be the higher-capacity links. The altroute is a lower-capacity link that self-selected data sources/nodes (customers) preferentially use. Time will tell how much congestion that link is going to sustain...
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Son, there's only one thing you need to know: HEMI | |
funchordsHelloPremium,MVM
join:2001-03-11
Yarmouth Port, MA
kudos:5 | I think that's apt as well. | |
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