 Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4 | Comcast fined by Montgomery County, Maryland »www.gazette.net/200313/business/···4-1.html
From the news article:
Montgomery County's cable office has issued two new fines against Comcast Corp. of Philadelphia for customer service violations, the second time the company has been cited in four months.
Comcast was fined $5,244 for each violation last week: once for failing to answer customer calls within 30 seconds and once for not transferring the call to a representative within 30 seconds.
In December, the county issued two fines against Comcast totaling $1,048.80.
County Council members repeatedly have criticized Comcast for not supplying accurate data on customer service and not improving service. A new commission to adjudicate disputes between Comcast and customers is expected to hold its first meeting next month...........
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I found out that all the important lessons of life are contained in the three rules for achieving a perfect golf swing: 1.Keep your head down - 2. Follow through - 3. Be born with money |
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| How can a company be fined for not answer customer calls within 30 seconds? That just doesn't make sense. There are times when call load is just to high to be able to pick up the phone that fast.
ym |
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Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4 | said by youngmoore:
How can a company be fined for not answer customer calls within 30 seconds? That just doesn't make sense. There are times when call load is just to high to be able to pick up the phone that fast.
Well in MC, Maryland it is legal. But ultimately what will happen is Comcast will just raise their cable rates in that area. The customers will end up paying for it one way or another. Just another way to get a tax hike on the taxpayers by those wilily politicians.
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I found out that all the important lessons of life are contained in the three rules for achieving a perfect golf swing: 1.Keep your head down - 2. Follow through - 3. Be born with money |
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 JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD
 ·Verizon FiOS
| Those guidelines are set by the FCC, but it's up to the locals to enforce them. said by FCC Fact Sheet - CABLE TELEVISION INFORMATION BULLETIN:
A call to a cable system must be answered -- including time the caller is put on hold -- within 30 seconds after the connection is made. If the call is transferred, the transfer time may not exceed 30 seconds. Also, cable system customers may receive a busy signal no more than three percent of the time. Although no special equipment is required to measure telephone answering and hold time, cable operators should use their best efforts in documenting compliance. These requirements must be met 90 percent of the time, measured quarterly, under normal operating conditions.
As far as customers footing the bill...
Remember: Our franchise is certified to regulate rates. I'd LOVE to hear Comcast argue that prices are increasing to cover fines imposed for violating federal standards.
[text was edited by author 2003-03-28 08:34:19] |
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Romney2012Defeat Obama 2012-Chg we can believe inPremium
join:2002-03-03
USA
kudos:4
| said by JTRockville:
Remember: Our franchise is certified to regulate rates. I'd LOVE to hear Comcast argue that prices are increasing to cover fines imposed for violating federal standards.
What makes you think Comcast would tell the truth about WHY they are raising rates. They raise rates at LEAST once a yr now with their only excuse being rising costs. Fines are just another cost to them.
And remember that they don't have to raise the regulated basic rates to cover costs. All they have to do is raise the next tier a little to cover the cost of the fines.
[text was edited by author 2003-03-28 08:55:04] |
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JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD Reviews:
·Verizon FiOS
| Geeze Romney2012  ! You tryin' to provoke me into a rant? or WHAT???
I have no basis for concluding Comcast would tell the truth about costs or prices. In fact, I've just posted evidence to the contrary.
Nonetheless, issuing these fines is a significant event, in spite of the possible negative consequences. Basically, as far as I can tell, it's illegal for a franchise NOT to be renewed UNLESS certain conditions are met. One of those conditions: franchise violations. |
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cbrain
join:2000-05-21
Silver Spring, MD Reviews:
 ·Future Nine Corp..
·Google Voice
·Verizon FiOS
 ·DSL EXTREME
| reply to Romney2012
quote:
... ultimately what will happen is Comcast will just raise their cable rates in that area. ...
That is a troubling thought; especially since not assessing fines has yielded such stable pricing.
Comcast Montgomery is a particularly arrogant organization. They could resolve these issues if they had the will. They have “motivated” enough citizens that change is inevitable. The easy way is for Comcast to implement this change. |
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meb
join:2002-12-12
Potomac, MD | reply to Romney2012
Does Comcast timely pay these fines? Can they appeal and have they? How many fines have been assessed? |
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JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD Reviews:
·Verizon FiOS
| On page 62 of the packet from Sonya Healy, Legislative Analyst to the Management and Fiscal Policy Committee, there is a letter from Jane Lawton, our Cable Communications Administrator (dated 12/27/2002), documenting the fines referred to in the article. When I checked in early March, Comcast had paid them.
December's fines broke the ice - prior to that Comcast had never before been fined by MCMD, not even for their egregious safety code violations.
This second set of fines, issued in March, were significantly higher. I don't think Comcast would have any basis for appeal, since the data used as a basis for the fines are provided by Comcast. |
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cbrain
join:2000-05-21
Silver Spring, MD | Could Comcast add another line item to their invoice, prorate these fines and pass them on to the end user? |
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JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD | Probably. I guess we better check our next bill for a Local Government Compliance Fee. |
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 KylemaulLovin' My FirefoxPremium
join:2001-03-30
North Port, FL | reply to Romney2012
Comcast has an out.... Unfortunately for Comcast Cable Internet subscribers, the FCC regulations (technicality-ly speaking) only apply to the TV service. The internet service is defined differently, and as such, is not subject to the same regulations as TV service, even though they come through the same service line/wire. Surprisingly, the existing regulations for the internet (or data) services are much weaker from a consumer's point of view. And you can be sure that Comcast will stick to its guns when it comes to defining the data services as "for entertainment use only".
Just thought I'd put out that tidbit since, even as a worker in the cable industry, the regulations for data services through cable seem a bit out of touch with practicality/reality.
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'The tighter the RIAA squeezes their grip, the more stars and systems will slip through their fingers.' |
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JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD Reviews:
·Verizon FiOS
| It's true, our franchise only regulates cable tv services. We're still in the infancy of regulating cable modem services. I agree with Kylemaul : the (lack of) regulation for these services is far from practicality/reality of what's needed. Reliance on broadband for much more than "entertainment" is growing, and this trend is recognized and legitimized by our Department of Homeland Security.
The National Infrastructure Protection Center (NIPC) is charged with protecting our "critical infrastructure". Telecommunications is first on their list. said by NIPC Critical Infrastructures:
Telecommunications
Banking and Finance
Water Supply Systems
Transportation
Emergency Services
Government Operations
Electrical Power
Gas and Oil Storage and Delivery
said by NIPC Welcome Message from Rear Admiral Jim Plehal:
We increasingly rely on new information technologies and the Internet to conduct business, manage industrial activities, engage in personal communications, and perform scientific research.
[text was edited by author 2003-04-30 10:57:16] |
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| I would imagine that these fines are due to lack of people answer the phones in the call center. I also imagine that if the lack of phones dont' equal or are greater then the cost of highering and training new employees, they will just continue to pay the fines and put added pressure on the current employees. |
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JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD Reviews:
·Verizon FiOS
| The first set of fines were $500: MC fining Comcast $500
The second set were $5,000. I have no idea whether the amount of the fine increases further if there are more violations.
In addition to the dollar amount of the fine, it makes for bad press. There must be someone at Comcast who's interested in maintaining an attractive "corporate citizen" image. |
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DonLibesPremium,ExMod 2001
join:2003-01-19 | said by JTRockville:
The first set of fines were $500: MC fining Comcast $500
The second set were $5,000. I have no idea whether the amount of the fine increases further if there are more violations.
I don't have my notes in front of me but I believe that the next three or so fines double each time, and then the last step is possible revocation of the franchise. quote:
In addition to the dollar amount of the fine, it makes for bad press. There must be someone at Comcast who's interested in maintaining an attractive "corporate citizen" image.
I believe that would be Comcast Director of Public Affairs, Ellen Bogage. And yes, she's definitely aware of the fines. |
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DonLibesPremium,ExMod 2001
join:2003-01-19 | reply to cbrain
Re: Comcast fined by Montgomery County, Maryland said by cbrain:
Could Comcast add another line item to their invoice, prorate these fines and pass them on to the end user?
Frankly, I suspect the answer is yes. |
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DonLibesPremium,ExMod 2001
join:2003-01-19 | reply to JTRockville
said by JTRockville:
December's fines broke the ice - prior to that Comcast had never before been fined by MCMD, not even for their egregious safety code violations.
This may change. I understand the Council, in their quest for more tax revenue, instructed the LFA to start charging Comcast for the cost of reinspections. One more addition to the Local Government Compliance Fee? |
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DonLibesPremium,ExMod 2001
join:2003-01-19 | reply to JTRockville
said by JTRockville:
Those guidelines are set by the FCC, but it's up to the locals to enforce them. said by FCC Fact Sheet - CABLE TELEVISION INFORMATION BULLETIN:
A call to a cable system must be answered -- including time the caller is put on hold -- within 30 seconds after the connection is made. If the call is transferred, the transfer time may not exceed 30 seconds. Also, cable system customers may receive a busy signal no more than three percent of the time. Although no special equipment is required to measure telephone answering and hold time, cable operators should use their best efforts in documenting compliance. These requirements must be met 90 percent of the time, measured quarterly, under normal operating conditions.
In our recent Comcast transfer, lawyers argued over what "90 percent of the time" meant as well as "normal operating conditions". After all, maybe getting a deluge of calls would mean these were not normal operating conditions. The meaning of "time" has a similar ambiguity. I was quite surprised that the franchise was not rewritten to address these points but I guess it was because there was even bigger problems.
For example, Comcast includes PPV requests in the call statistics. So even though these calls are automatically answered, they factor into the (90%) calculation. Needless to say, this does NOT seem to be in the spirit of the original law but since it was so vaguely written, Comcast can interpret it this way.
Oh, and calls were people hang up prematurely - they're also included in the calculation. One of the council members described how her husband would call up Comcast, get deep into the phone tree, and finally hang up in disgust before ever getting a human. Comcast would count this as a successful call. |
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JTRockvilleData HoPremium,MVM
join:2002-01-28
Rockville, MD Reviews:
·Verizon FiOS
| said by DonLibes:
In our recent Comcast transfer, lawyers argued over what "90 percent of the time" meant as well as "normal operating conditions".
I can see how "normal operating conditions" could be interpreted as being vague... but... how an "90 percent of the time" mean anything other than "90 percent of the time"?
Too bad we didn't put an "intellectual honesty" clause in the agreement. That would have given the lawyers something of substance to argue about! |
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