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gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA | reply to A Comcast Rep
Re: Stories like this
If you were really concerned with customers you would have helped moonpuppy up top of this thread instead of tooting the comcast horn and using this for more marketing BS. | |
Ebolla
join:2005-09-28
Dracut, MA | that is assuming he works in that area, if they happen to be a rep in new england or in california they cannot assist someone outside of that region as the system wont pull up accounts. | |
gaforces
United We Stand, Divided We Fall
join:2002-04-07
Santa Cruz, CA
1 edit | Yah I hear that all the time ... it not my yob ... that goes over about as well as "thats what they tol me!" or "checks in the mail" | |
Ebolla
join:2005-09-28
Dracut, MA
| we are not talking about walking up to a tech on street who says that here, the way the billing systems are coded myself in MA can only pull up MA,CT,VT, NH, and ME area's, if someone in CA somehow gets routed to me I have to get them in touch with a person in CA who can actually access account. It isnt that the rep wont help the customer its that they CANT. If a tech is needed out, or information sent to field a rep in an area outside your own cannot process those w/o's. | |
phattieg
join:2001-04-29
Winter Park, FL
 ·Verizon Wireless B..
·Sprint Mobile Broa..
| said by Ebolla  :we are not talking about walking up to a tech on street who says that here, the way the billing systems are coded myself in MA can only pull up MA,CT,VT, NH, and ME area's, if someone in CA somehow gets routed to me I have to get them in touch with a person in CA who can actually access account. It isnt that the rep wont help the customer its that they CANT. If a tech is needed out, or information sent to field a rep in an area outside your own cannot process those w/o's. Don't worry about him, he's just another hopeless nut job, who thinks they know everything about the company, and who'd rather be miserable than to switch services. And don't tell me you don't have other options, you just don't want to use them because THEY ARE WORSE than Comcast, admit it. You have satellite, and cell phone internet service to name a couple off the top of my head, but I don't live there, so I don't know the other options. Thats the real truth. You have other options you don't want. So quit crying about the truth. If someone does not want to accept the truth, which is Comcast is operated by region, not nationally, then they aren't worth your breath. Some account numbers are 13 digits, some are 16, and that determines the billing system you're using. There is 4 different systems being used. Comcast is like a quilt, because of all the acquired properties they have bought out over the years, and those properties having exclusive agreements with certain billing system providers, equipment providers, and also the numerous franchise agreements and rules for each area, it's almost impossible to assist individuals on a national level because agreements are different for each city and state. So, if I can't pull up your account, I can't send a technician out to your house, and I can't even begin to tell you if there is a fee for a technician visit in your area, or what time frames are available for tech visits. Which would you rather have, a clueless tech, who can't pull up your account, and can't tell you a single thing about the area, or someone who takes calls from your area on a regular bases, and can assist you after you just pressed all those buttons and sat on hold?
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
longstreet
join:2004-11-14
Plano, TX
2 edits | The problem is not wanting to switch because Comcast is the fastest option -- and the other provider is just as bad customer service wise -- at least in my area.
Trust me if FIOS showed up in my neighborhood, I'd drop Comcast like a bad habit.
Comcast knows this. A while back community FIOS was introducted to the city - the co-op spent a few thousand dollars promoting it, and comcast spend MILLIONS crushing it.
I beleive if you are paying more you should get a superior product, and superior customer service.
People that don't want to hear complaints shouldn't be in a complaint thread.
If you don't tell Comcast something is wrong, how will they fix it? By ignoring the problem because you're a techno-geek? Or how about stating 'yeah, screw those 5 million people with problems, they don't count'
That's some fuzzy reasoning if you ask me. | |
phattieg
join:2001-04-29
Winter Park, FL
·Verizon Wireless B..
·Sprint Mobile Broa..
| said by longstreet :The problem is not wanting to switch because Comcast is the fastest option -- and the other provider is just as bad customer service wise -- at least in my area. Trust me if FIOS showed up in my neighborhood, I'd drop Comcast like a bad habit. Comcast knows this. A while back community FIOS was introducted to the city - the co-op spent a few thousand dollars promoting it, and comcast spend MILLIONS crushing it. I beleive if you are paying more you should get a superior product, and superior customer service. People that don't want to hear complaints shouldn't be in a complaint thread. If you don't tell Comcast something is wrong, how will they fix it? By ignoring the problem because you're a techno-geek? Or how about stating 'yeah, screw those 5 million people with problems, they don't count' That's some fuzzy reasoning if you ask me. But THE bottom line is Comcast has more subscribers than FiOS has, by far. You won't hear as many horror stories. The truth is, percentage wise, there is a higher percentage of complaints over botched FiOS installs than Comcast installs. Sure there is more stories about Comcast installs going wrong, but how many subscribers is there compared to FiOS? No accurate figures, but guestimation would suggest about 1000 Comcast customers for every 1 FiOS customer, and thats being generous. I heard of FiOS techs causing house fires, busted water mains in Florida (to the point they were told to stop installing their service until they found competent installers), 6 hour installs on average, nearly an entire city was even sold the product, only to have it pulled because they did not have the rights to activate it in the area. So you can say "tisk tisk tisk" and "I'll switch in a heart beat" all you want, but the grass isn't ALWAYS greener for everyone. You might think because I work for them I am backing them up, but just like the other rep who was anonymously posting, I am proud to work for this company for many reasons. Sure, there is times I'd like to ring another reps neck for having a stupid moment, but in all honesty, I have had a couple myself in the 5 years I have been with them. I'd be a liar if I said otherwise. Everyone makes mistakes, only with Comcast the possibility is greater simply because of the number of customers, and the amount of areas serviced. And each area is so different that what seems ridiculous to one person might be mandatory to another persons area per the agreements there. You never know, there might be stipulations in the agreement for an area that dictates that installs take first priority, or that cable TV repair comes before 911 phone service repair. I've seen that happen. In Jacksonville, there is requirements in place that says cable TV MUST be fixed within 24 hours if it's completely out because of the emergency alert system, yet no requirements exist for CDV repair, yet Comcast makes a commitment in this market to CDV customers to try their best effort (often succeeding) to resolve them within 24 hours. Some of you might assume this should be required, but the fact is VoIP service is not regulated, so providers like Vonage and cable VoIP, even FiOS aren't required to do squat for their phone customers. I don't have any problems with people being negative about the service, because everyone is entitled to their own opinion. All I ask is that you do the math, and figure out all the things involved before you open your yap about how bad things are, when really it's clearly a "numbers" game with respect to subscriber ratios between other customers. The nail that sticks out gets hammered, no matter how you look at it.
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
longstreet
join:2004-11-14
Plano, TX
3 edits | This just sounds like corporate shill drivel.
Post up some documents proving your claims or GTFO this thread.
Since Comcast has so many customers, they don't have to give good support?
Last time I checked, I payed $65 for the highest tier Internet. Comcast doesn't get the right to treat a customer like garbage when paying that much for service, no matter HOW many customers they have.
You can never make an argument without fallacy using the '100,000 crazy elvis fans' argument.
More fuzzy logic from yes-men / women | |
phattieg
join:2001-04-29
Winter Park, FL
·Verizon Wireless B..
·Sprint Mobile Broa..
| said by longstreet :This just sounds like corporate shill drivel. Post up some documents proving your claims or GTFO this thread. Since Comcast has so many customers, they don't have to give good support? Last time I checked, I payed $65 for the highest tier Internet. Comcast doesn't get the right to treat a customer like garbage when paying that much for service, no matter HOW many customers they have. You can never make an argument without fallacy using the '100,000 crazy elvis fans' argument. More fuzzy logic from yes-men / women First of all, to pay $65 more or less proves that you're not bundling their service. If you don't at least have cable TV, then yes, speed tier is $65, but the average cost of HSI in most markets is between $11 and $17... But if I'm not mistaken, AT&T and Verizon do the same thing with their DSL service. They charge you extra when you don't subscribe to phone service. So it's your own fault/choice if you don't subscribe. It's a tactic that is used by all of them. Not to mention, I've never seen so much outsourcing before in my life than with the phone companies. Through my encounters with them all, they use many outsources as their primary method of contact. At least the percentage of outsourcing is less with Comcast. They keep jobs in this country, and within their own domain. Since they are much larger in subscriber base, they also have more people nation wide who deserve to complain just like everyone else. You fail to prove YOUR point. Now let me prove mine...
Well, on 10/29/07 FiOS cracked the 700,000 mark... So 17 million, thats 17,000,000 versus 700,000. You wanted the numbers, now you GTFO this thread with your lazy behind. You talk all this BS, but you don't post nothing but hate, and nonsense. All you have to do is Google it. Here, since you're too lazy to look it up, I posted the link...
»www.multichannel.com/article/CA6495162.html
Or better yet, all you have to do is simply type in Google "subscriber count FiOS national".
»www.google.com/search?hl=en&q=su···G=Search
You're worse than the idiots that argue with you about powercycling their modem, only to have it work perfectly afterwards without an apology or a thanks.
So in comparison, you do the math, thats 17,000,000 divided by 700,000, right? That would be 24.29 customers on Comcast for every 1 customer on FiOS. So 24 MORE PEOPLE per 1 customer will post a comment, or have something to say about the service. Since we live in a world today where negativity outweighs the positivity, you will, without a doubt, see more negative posts. Nobody in here is posting numbers in these articles when they make the comparison. Not to mention, this site seems to have it out for Comcast, which is why I don't even bother to buy points for my account. I am still on "Original" membership, because I was here back in the day when I worked for SBC, well let me correct that, CONVERGYS... We handled 70% of their call volume between Connecticut (SNET), Ohio, Indiana, Wisconsin, and Michigan. The majority of my calls with them were very rude and hateful. The customers hated their service because it was slow, no guaranteed speed, and very rarely did people get what they paid for. As a matter of fact, I spent more time on the phone with ASI then I did with the customer because the company was too stupid to provide anyone with an SNMP tool to read signal readings. They were also too stupid to keep a Redback server, or an LDAP server running for more than a week. Once a week, the Redback authentication server would go down, and cause all 5 states to call in. Gee, I wonder why, perhaps it was because THEY OVERLOADED THE REDBACK ROUTER TO THE POINT WHERE THEY WERE RUNNING 94% MAX CAPACITY. And you say cable overcrowds the node. We're talking about 5 states, not one apartment complex worth of people (which is the average size of a node, about 100 to 300 people). There was more than 2 million people that were without internet service on a weekly bases because of their blunder. I dealt with it for 1 year, only 1 year, and left because I got so sick of their screwups. I have been with Comcast for 5, and at one time, I was taking calls from 4 states, and only about once every 2 months would we break 20 calls in queue... So from experience, not from my ass, do I compare these numbers. Get a job doing what I do, then comment, otherwise, you're just another idiot who thinks they know what they're talking about. And NO, I don't talk rudely to my customers on the phone, I take care of the issue, escalate what needs to be escalated, and handle my business, which is why I have been there 5 years. If you're rude, you get ushered out the door. I have even worked on our support desk, until I got tired of the supervisor calls, with all the yelling and cussing over something so silly as an unplugged ethernet cable. You don't realize, the majority of escalated calls end up being resolved by making the customer correct an issue with their own equipment. Even with DSL, I would have a majority of calls end up being fixed by installing a driver, or plugging in a cord, or putting a filter on a phone in the house that did not have one. Some people complain for 15 minutes before they will let you say one word. I had a call the other day where this person called in, yelled at me for 10 minutes before I could speak, when I spoke, all I could say was "do you have a router" before I was blasted with another 7 minutes of yelling about how it's a Comcast issue. The customer wanted a supervisor after powercycling the router only produced one page before it stopped again. The lead that took the call spent another 15 minutes quietly listening to the same lecture and yelling as I did, and told the customer he was resetting the EMTA (they had CDV too, and the phone worked fine, which meant the internet was ok BTW, and the customer would not listen to logic). After the modem was reset, the internet was fine. Get this, the modem was up for 79 days when he called, which means for 79 days the customer did not have to do a thing to their modem... Looking at the account, I discovered that meant that from the time of install the modem had not been reset. Sorry to be realistic, but your modem needs rebooted like your PC does once in a while. You can't tell me you don't reboot your PC either because if you have auto updates turned on, then your PC rebooted itself 3 nights ago on it's own when Microsoft installed a "Critical Update".
There's no cure for stupidity. 
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
longstreet
join:2004-11-14
Plano, TX
4 edits | The burden of proof lies on the claimant. How stupid is asking the opposing viewpoint to prove your assertion?
Here's why I asked you to prove what you said (because it also happens to prove my response below)
If you have 24x the users as FiOS then that means Comcast has 24x the resources(money) to handle those users. (yet they outsource their phone techs to convergys - who pays them about $8-9 an hour - no wonder they suck)
They also have a much more complete (and might I mention, exclusive) network.
If they are not handling it with all the extra money they make then there's a problem.
Any monkey can see there will be more problems, but with more subscribers comes more resources to HANDLE those problems. The issue isn't the number of problems, rather, Comcast's ability to handle the issues effectively given their greater income and resources. | |
phattieg
join:2001-04-29
Winter Park, FL
·Verizon Wireless B..
·Sprint Mobile Broa..
| The point you have tried to make just now is not the case. Verizon has been at their money making before they were even named Verizon. Comcast, however, has grown by purchasing other companies who were down and out, almost out of business, and has turned them around. Maybe you can point out a situation where a franchise agreement was lost due to this so called "customer dissatisfaction" level, because you know the FCC and the BBB will not tolerate customers being stuck with the short end of the stick when it comes to service. Now I have heard of Verizon getting in trouble with the FCC for numerous reasons, one of them being just that, customer service. It has been a while, but you know, at this point, bickering back and forth is pointless, and tiresome. I showed you the numbers, and you aren't budging. Even if I went through the figures with you on net income per company, you'd find another thing to make me dig for. I am not a PR person, so I honestly don't care enough about the situation to keep arguing with someone who obviously has their own issues. I just know from experience that the telco is dirty, and low down, blatantly, yet they manage not to get in the hot seat. I know the real deal, having worked for both telco's and cable companies. I have found more "lets dance around the red tape" issues with the telco than with the cable company (except the disgraceful Adelphia, for which I've had to take calls from those poor folks and discover how low down that company was, even to the point where the FCC AND Comcast told them to notify customers that EFT payments will stop after XX/XX/2007, and they lied to us and told us it was sent, yet none were ever received by the customer. I was hired when my area wasn't called "Comcast" it was called "AT&T Broadband". Now there's an ironic situation, because AT&T Broadband had the worse reputation EVERYWHERE, and in my city, they were about to have their franchise agreement pulled (Jacksonville, by square mile is the largest city in America). The City was ready to pull the plug and force the company to cease operations, but Comcast took over, paid close to $10 million in fines that AT&T was suppose to pay, and within one year, they went from 40% digital and high speed internet ready, to 80%, 3 months later they had HDTV, and then 6 months later deployed VOD. After that party of a time, 8 months passed, and VoIP was being used, which reduced the MAJORITY of the peoples bills. The other people who are griping about the changes (about 4% of the left over customers) griped about the change, were told they could still port their number away from our network, yet they hung on, and were very pleased about the new service evidentally, because they still use the service. The problem here is that has nothing to do with "customer service", but still, the numbers show they are the 2nd largest ISP, why? Because Kevin Martin is just as ridiculously biased as this site can be sometimes, and said "sure, you can buy Bell South". Fact is, people dropped their land lines by the millions because of price, service, and satisfaction. I honestly lost respect for some of these rating firms, like JD Powers and Associates, etc... I say this because they are the ones that chose what is good and bad, yet their information contradicts the big picture... At any rate, I no longer care enough to keep arguing with you. It's to the point where you're defensive, and think I'm trying to change your mind. You even got pissy/rude with me with the GTFO comment, but you didn't post anything I lacked. You should have known right there that I didn't care to "knit pick". But you, instead, asked for proof, and I did, and now you're saying "money should make everything better". Well, smart guy, explain why Bush has paid over 10 trillion of our money, and yet the war situation in Iraq is still going on? That should tell you that money has nothing to do with the satisfaction of customers (who are citizens in this analogy). So post away now, because nobody else has bothered to chime in to agree with your "point", yet I seem to have a thumbs up from another member in this forum about the points I've made even before we got down to the numbers. It was the comment about "nut job who has nothing better to do but be a Comcast customer, still have alternative ISP's, and still sticks with Comcast. I hope you have a different provider, because if not, you need to SHOW the company you're dissatisfied with them. Simply cancel if you don't like it. I have canceled services I didn't like, and even took the big hit of "early termination fee" when I got rid of Verizon Wireless, AND AT&T. I now have Sprint, which is ANOTHER company who people seem to hate, yet I love everything about my service. It's more reliable than AT&T has ever been to me, and VERY MUCH cheaper than Verizon. Ironically, their roaming buddy is Verizon, so I get the same awesome coverage as I did with Verizon anyway, only I pay half the price. Unfortunately, I've never dealt with so many foreign countries who have no idea what CDMA, or EVDO is, due to them outsourcing to countries who don't have CDMA available. So thats my only complaint, and only because they are less knowledged, but even more importantly is they are not anywhere my service area, so they take jobs away from the USA and send them to places that don't have towers to support CDMA. Now THAT'S not good. I don't agree with that one bit, which is why I am glad the majority of Comcast customers talk to inhouse, corporately hired represenatives. At least I can report complaints direcly to the reps supervisor when I get them. Anyway, how about you do ME a favor this time, post net earnings of both companies as a whole, and tell me who is worth more, instead of assuming that 24 to 1 means a company has more money. Because if I have to prove you incorrect again, then I am going to really think you're the biggest load of hot air. And please leave the Google linkk you used to find this info. Thanks.
-Rob
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SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1. | |
longstreet
join:2004-11-14
Plano, TX | I don't know what you're talking about, imo go back to your phone support. | |
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