 camperPremium
join:2010-03-21
Bethel, CT
 ·Comcast
| reply to rody_44
Re: A tale of two Cable Companies said by rody_44: In both cases you need to call to plead your case. SAME RESULT JUST WORDED DIFFERENT. ...
Not really. Cablevision tells you up front what they will be refunding. And you do not need to plead your case, just call and tell them the outage times. No need to beg for coverage of lost or damaged equipment. "Handled on an individual basis" means that Comcast will try to get away with the least amount of refund for each person that calls.
How do you know what Comcast will be refunding, Comcast does not tell you in their statement.
Why can't Comcast put out a clear statement like Cablevision did? Why do you have to call Comcast to find out if they will cover equipment replacement for damaged equipment? (during Hurricane Ike, Comcast initially charged for subscriber equipment that was lost or damaged during the hurricane.)
Comcast has the reputation for being among the worst customer service in corporate America. I offer a way that Comcast can improve their customer service, and all I get is grief for trying to give some constructive criticism to Comcast. |
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| reply to Joe12345678
said by Joe12345678:at least you are not forced to rent your washing machine at a high price (and 3rd party ones are locked out) and when it breaks they don't try to bill the cost of a new one for one that is 3-5 years old.
When it breaks, you get a replacement at no charge - one of the advantages of the rental model. When you break it, you have to pay for a new one.
You're not forced to do anything. You can purchase a Tivo and use it if you prefer. When your Tivo breaks and it's out of waranty, it's all on you to replace it. |
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| reply to JoeHemi
at least you are not forced to rent your washing machine at a high price (and 3rd party ones are locked out) and when it breaks they don't try to bill the cost of a new one for one that is 3-5 years old. |
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| reply to camper
Now if only when my washing machine breaks, I could get a credit for my inconvenience. What an unfair world we live in. |
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rody_44Premium
join:2004-02-20
Quakertown, PA
1 edit | reply to camper
In both cases you need to call to plead your case. SAME RESULT JUST WORDED DIFFERENT. At the end of the day both are giving credits for downtime as should be. |
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 Ebolla
join:2005-09-28
Dracut, MA | reply to camper
case by case does NOT mean "plead your case and hope you get a refund" as you seem to think. It means credits will vary depending on the situation. My area was out for 4 hours, 1 town over 1/2 the town was out for 2 days the other 1/2 for 4 days and then you have people with down drops that couldnt get done until the area was fixed. So should everyone get a 4 hour credit, a 2 day credit? 4 day?
Credits are going to be based on the customers issue, not a blanket credit for whole area. Services could even be up in an area but the customer had a down powerline to home impacting them, the system wouldnt be aware of that. |
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camperPremium
join:2010-03-21
Bethel, CT Reviews:
·Comcast
| reply to telcodad
said by telcodad:This item on the FierceCable site discusses the disparities between the different cable companies:... Thanks for the link.
Yup, That article definitely shows Time-Warner to have the best approach.
I do disagree with the article putting Cablevision in the same bucket as Comcast, though.
Cablevision is quite specific in their statement about what they will do to help you, i.e., a credit for their regular monthly charges during the period when Optimum TV, phone or Internet products were unavailable... Customers will not be responsible for any damage to Cablevision equipment caused by the storm, and will be able to exchange damaged equipment at no cost.
Comcast's statement, on the other hand, only offers to talk with you about your problem, i.e., We will handle customers on an individual basis. Meaning that you have to call Comcast, wait for an available customer service person, plead your case, and then face the likelihood that Comcast will tell you that your case does not warrant any manner of refund, or even that you owe Comcast for damaged equipment, as people found out after Hurricane Ike. |
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camperPremium
join:2010-03-21
Bethel, CT Reviews:
·Comcast
| reply to JeepMatt
said by JeepMatt:How is that saying Comcast's service is bad?... I've dealt with Comcast's one-on-one custmer service, it is anything but good.
Why do I have to call Comcast, wait for 20+minutes on hold , and then have to plead my case why I should get a credit? Comcast's statement does not even say what they will refund, or whether they will absorb the costs of damaged equipment. I have to waste my time on the phone to find out if Comcast evens considers my outage refundable.
Cablevision's message, on the other hand, it quite simple and broad-ranging. No haggling required.
I have two friends, each of whom has Cablevision, one here in Connecticut and the other over in New Jersey. Both have been full of praise for how Cablevision has handled the consequences of Sandy (~when did your service go out, and when did it return. OK, you'll be credited for n days. Is there anything else we can help you with?~).
I also know people who have tried to work with Comcast, and they universally have felt like they were put on the defensive by Comcast's customer service (~why do you think you should get a refund~).
The tone of the wording between the two companies, both in their statements and by their customer service people, speaks volumes. |
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 telcodad
join:2011-09-16
Lincroft, NJ
kudos:2 | reply to camper
This item on the FierceCable site discusses the disparities between the different cable companies:
Time Warner Cable breaks ranks from Cablevision, Comcast on Hurricane Sandy billing policy
By Steve Donohue, FierceCable - November 9, 2012
»www.fiercecable.com/story/time-w···12-11-09 |
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 JeepMattC'mon the UPremium
join:2001-12-28
Wilmington, DE
kudos:2
·Comcast
 ·Verizon FiOS
| reply to camper
How is that saying Comcast's service is bad?
Since the storm, i've seen nothing but positive press and PR's from them regarding credits.
I'd say your "paraphrasing" sounds more like a 1-sided opinion.
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"ONE team - ONE city - ONE dream!!" |
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telcodad
join:2011-09-16
Lincroft, NJ
kudos:2 | reply to camper
FYI - Comcast has this info on their site:
Hurricane Season - Hurricane Sandy
»www.comcast.com/hurricaneseason/
Also see these threads on the Comcast Help and Support Forums:
Comcast Hurricane Sandy page
»forums.comcast.com/t5/Customer-S···/1458371
Hurricane Outages!
»forums.comcast.com/t5/Billing/Hu···/1465009 |
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camperPremium
join:2010-03-21
Bethel, CT Reviews:
·Comcast
| »danbury.dailyvoice.com/lifestyle···er-sandy
Cablevision says its customers can receive a credit for any "full or partial day during which they were unable to access Optimum services,"; according to a statement on its website.
"Customers who have experienced a loss of service should contact Cablevision within 30 days of service being restored and request a credit for their regular monthly charges during the period when Optimum TV, phone or Internet products were unavailable, including periods when there was no electricity to the home or business where the services are received," said the statement.
Cablevision's senior executive vice president, Kristin Dolan added: "Customers will not be responsible for any damage to Cablevision equipment caused by the storm, and will be able to exchange damaged equipment at no cost."
Comcast's spokesperson Kristen Roberts says: "We want to do everything we can to make things even a little easier our customers impacted by the storm go through this difficult time. We will handle customers on an individual basis so we can be sensitive to their specific needs and circumstances. "
Paraphrasing:
Cablevision - just let us know if you had an interruption of service and we'll credit you. Oh, yeah, we'll also replace at no charge any of our equipement that was damaged.
Comcast - Call us up and make your case, good luck because we're gonna make you beg.
It there any question why Comcast's customer service consistently rates among the worst of any comapny? |
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