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 banditws6Shrinking Time and DistancePremium
join:2001-08-18
Frisco, TX
 ·RoadRunner Cable
| Standard Operating Procedure I've been a Comcast customer since they took over our area some 6 or 7 years ago, and I've since become well acquainted with the requirement of "calling again and again until you get the answer you want."
When you call with a question or problem, you're told with absolute certainty that the answer is A. Except when you call a second time, when it's B. Or the third time, when it's C, D or E. Sprinkle in a few occasions when the CSR will tell you they've never even heard of the problem you're describing, and you get a feel for what is Comcast customer support: A goulash of conflicting impulses.
These days, if I have a serious issue, I just email Comcast's customer liaison team at corporate. They tend to have good success in getting a hold of the actual competent employees at my local office and putting them in touch with me. I guess it's a "meet halfway" sort of solution.
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"I'll follow the law until it's just stupid." -Ted Nugent | |
fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | said by banditws6:I've been a Comcast customer since they took over our area some 6 or 7 years ago, and I've since become well acquainted with the requirement of "calling again and again until you get the answer you want." Hrmmmm.. maybe it's not always about the "answer you want" rather than either just the answer, or the answer that is correct.
Just becuase someone doesn't give you the answer you want doesn't mean that you're not always getting the right answer.. many people also "work the system" to "get what they want" which isn't always the right one.. some times the reps simply give in and do things they necessarily aren't supposed to do..
Ever stop to think that the "spirit of competition" has also messed up customer service experiences? ..it has fostered in an era of entitlement, or, even an era of "If I can't get what I want from Dad, I'll go to mom and ask her".. Companies know that customers will go, I mean, threaten to go to another provider if they don't get what they want.. when you take what used to be a defined line of service and now have to bend the rules, the customer tends to think that the answer they wanted to get and didn't get isn't right so they think the experience is bad..
My comment applies far more to the orders department, and now the new retention departments companies have formed, more than the service department.. however, even in the service department, customers tend to forget that the rules have changed some too and the customer does have SOME responsibility in their own service issues especially when it comes to wiring and equipment issues.
.. not many people think about these things these days much. On one hand they see it as "I'm paying for service, make it work" and on the other hand they say "but the wires you guys installed, which I made you install for free, are mine and I can put a competitor on it anytime I want".. which, while factually true, does also say something about the role that the customer plays in the ever so increasingly bad customer experience..
... I invite those of you here complaining daily about service to try and operate a company of any size and make every customer happy with out breaking your bank doing it.
And in fairness, I"m not, at all, saying that all the customer service reps, of any department, are angels.. they're not. But if anyone here thinks that it's all a one sided issue, it's not.. just pointing out the obvious issues that people here often tend to forget or simply don't want to hear.. | |
 beachintechThere's sand in my tool bagPremium
join:2008-01-06
kudos:5 | Very well said. +1 for all. | |
KearnstdElf WizardPremium
join:2002-01-22
Mullica Hill, NJ | reply to fiberguy
the Entitlement thing comes on strong when it comes to when a truck roll is needed and its a person violating the TOS by running their business on the residential service and then throwing a fit when the next TC is a few days out.(when business class could have scored them an appointment with in 24hrs max, but that costs extra so they instead run their business off the 19.95 promo home use only HSI).
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
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