US Cable Support > Comcast HSI > For Montgomery County, MD subscribers

For Montgomery County, MD subscribers

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Broadband is available everywhere in Montgomery now?

Yes, we concluded the rebuild [of the system] one full year ahead of schedule, in August of 2001.

We said we needed to speed this up because this is a county that's very, very highly educated, where PC penetration is very high, so clearly this is a service customers want.

In fact, I remember the single largest number of type of serious complaints or escalation -- that's where the customer calls when they're not happy and they want to talk to the president. It was, "Why can't I get Comcast high-speed Internet service?" Some of them were my Leadership Montgomery peers. ... It was, "Sue, I want that broadband service, when is it going to be there?" And I'd say, "You know, you want us to rebuild right, and you want us to test, and make sure all the pieces are working, right?"

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You had to pay fines recently to the county because of customer service, right? What's your comment overall on the criticisms of Comcast as far as customer service in general?

My response to that is that clearly we are focused on customer service ... we were fined on the percent of the calls that we've answered in 30 seconds or the percent that went to an agent in 60 seconds. The goal is to have 90 percent answered in 30 seconds and 90 percent of calls go to an agent in 60 seconds. That was the agreement when we came to the county. So the fine was for the last quarter. I think we're doing well this quarter. Clearly that's something we need to step up this year.

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[QUOTE= Romney2012 ]Interview with Comcast's general manager: »www.gazette.net/200317/business/···3-1.html

quote:Sue Reinhold

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... of course my goal is to make people put "love" and "cable company" in the same sentence [laughs] ... so you know, there's still a long way to go.

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This quote is my favorite!

Whips, leather and chains anyone?

one other quote I found interesting...

"I think the fact that it was not a cable company running it. Prime was operating out of a venture capital group that had come in, ran it for a short period of time, then sold it. Where Comcast, on the other hand, is a cable company ... and coming in after a number of owners, it was awful. There were hundreds of openings not being filled. The phones weren't being answered, the techs had to buy their own tools, it was a company that was in a distinct state of disarray. So it was a process of putting some stakes in the ground. We were going to fill jobs, work in house as opposed to contract employees. We still have contract employees, but when we got here 90 some percent was done by contract employees -- 90 percent of the time you had a contract employee in your living room, and that's something we've worked to change. It just makes a big difference in terms of accountability, pride, loyalty to what you're doing, who you're working for."

sounds like the previous owner(s) made a complete and absolute mess of things.. jeeze this puts things in perspective.. no wonder so many down in MCMD just hate the cable company - be it Comcast or whoever.. certainly appears to me that Comcast took over a nightmare.

said by beerbum:

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sounds like the previous owner(s) made a complete and absolute mess of things.. jeeze this puts things in perspective.. no wonder so many down in MCMD just hate the cable company - be it Comcast or whoever.. certainly appears to me that Comcast took over a nightmare.

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reply to Romney2012
you have to admit things are going better as the years go by. and im not speaking of speed but reliability. it takes a good 5 years to tighten up a cable system. you can run all new lines out at the pole and when you have houses loaded with crappy cable, it just takes time.

I'm not ready to admit that, rody. If you've ever taken a peek at our inspection reports, you might have a different view about how Comcast is tightening up our system.