 | | Op/Ed You should start this piece with a tag
[/said with a sarcastic, eye rolling tone]  | |
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 | | | Re: Op/Ed I haven't had to call Customer Support in months
I call that an improvement | |
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| | | | Re: Op/Ed let me get this straight...they post a blog online, and set up several e-mail accounts to make up for the years of misery their CSRs have given us?
They've got to be kidding
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"When I was in junior high school, the teachers voted me the student most likely to end up in the electric chair."---Sylvestor Stallone | |
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| | | | | Re: Op/Ed well their current ad seems to be aimed at kids so you could say its kiddy | |
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| | | fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3
1 edit | let's see.. around these parts, it USED to be a daily event where someone was asking for a direct line to corporate... it's been screamed for, cried for, and demanded..
... skip to today - you have it. And, you say "they've got to be kidding"..
Nothing this massive happens over night, except the bitching, so continue on. Instead of being the skeptic all the time, why don't you give it a chance.
I would agree, however, that customer services have a LONG way to go, but it has to start somewhere.. what do you expect, Samantha on Bewitched to twitch her nose and make 60,000 people change in a heart beat?
Something you stated in your post is QUITE telling.. "..to make up for years of misery their CSRs have given us".. it sounds to me more that you're looking for retribution rather than improvement. So, come clean and be honest in your posting.
Personally, I see this as corporate getting move involved in their regional management divisions. I'd still rather have a divisional management structure than a corporate managed company any day! If you remember, ATTBI was ran by corporate and they took the systems they purchased and ran them into the ground... much of the subscriber based ditched to the tube of about 30%. Comcast manages on a divisional basis and the services are better now than when ATT had it. This is going to take time and in the end, at LEAST they acknowledge they have some heavy work to do. | |
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| | | | | | Re: Op/Ed I've always been critical in my posts about Comcasts service. Your point about "years of misery" is not about revenge, it's about a re-occuring problem that has plagued my neighborhood for years, packet loss. So maybe your analytical skillset would lead you to believe that since I've been dealing with this re-occuring problem for YEARS, I've had numerous dealings with their CSRs, regional directors, and even some corporate QoS managers. In that timeline, I've dealt with rudeness, ineptness, incompetence, and sheer stupidity. So Mr. Fiberguy, forgive me for not jumping up and down singing the praises of Comcast for building a virtual Neverland Ranch. The services rendered will always speak louder than animated horse and buggy!
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"When I was in junior high school, the teachers voted me the student most likely to end up in the electric chair."---Sylvestor Stallone | |
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| | | | | fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | Re: Op/Ed Don't think I ever took any of that away from you.. however, lets be real here. I took your black and white text posted comment for face value. If you are going to make a point ON A MESSAGE BOARD and you're going to try to make a point, you need to be more descriptive in your post.. leaving out those types of valid points isn't going to lead other people to your conclusion.
As your post was written, my reply was more than valid, thank you, Mr. S_engineer who's reply was rather snotty, thank you. I made a comment based on the information you gave.. your reply, however, adds more clues to the over all mystery of what you were talking about. YOU may know what's going on as you make a moment-in-time post, however, we don't.. and no one is going to do research on your posting history to figure out if there is any thing else to your story..
.. see what I mean? | |
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| | | | | | | | Re: Op/Ed Snotty...such as "Nothing this massive happens over night, except the bitching, so continue on"...don't throw stones if you live in a glass house!
The description of my problems with Comcast are anecdotal. Sure a comcast employee could come in here and reply with a new route to remedy the issue, but that shouldnt happen. The route that should work are their existing CSRs. Any and all who've problems with Comcast could list pages of horror stories...but we don't because it's our experience that Comcast just doesn't listen!
...see what I mean?
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"When I was in junior high school, the teachers voted me the student most likely to end up in the electric chair."---Sylvestor Stallone | |
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1 edit | Re: Op/Ed something that you state in your post is QUITE telling...The fact that you get so defensive when you hear the answer to a question that you yourself posed suggests that your looking for and argument rather than information...Are You OK????? | |
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| | | | | | FiberGuy? Hmmm, probably a Comcast employee.
How about you guys improve your image by actually...WORKING! I know it's a novel concept and not very likely. It will cost you more to implement an infrastructure that supports the product offerings than to hire some PR clones. | |
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| | | | | |
| |  joakoPremium
join:2000-09-07
/dev/null
kudos:5
 ·Comcast
 ·AT&T U-Verse
| said by DarkLogix:I haven't had to call Customer Support in months I call that an improvement Same around here. A good friend of mine has Comcast and was having constant connection issues. After he switched to AT&T DSL he hasn't had to call Comcast.
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PRescott7-2097 | |
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| | | | | Re: Op/Ed said by joako:said by DarkLogix:I haven't had to call Customer Support in months I call that an improvement Same around here. A good friend of mine has Comcast and was having constant connection issues. After he switched to AT&T DSL he hasn't had to call Comcast. exept I still have Comcast | |
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| | |  KrisnatharokCaveat EmptorPremium
join:2009-02-11
Earth Orbit
kudos:3
·Comcast
| said by joako:said by DarkLogix:I haven't had to call Customer Support in months I call that an improvement Same around here. A good friend of mine has Comcast and was having constant connection issues. After he switched to AT&T DSL he hasn't had to call Comcast. Uh.. why would you need to call the company you are no longer buying service from? | |
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| | | | I haven't had to call them either. Maybe it's because I cut-the-cable and switched to another provider  | |
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| | Great I think it's a great idea. The site is nicely developed and it will provide a platform to extend their digital media outreach team closer to the public. | |
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1 edit | Re: Analyzing the New Ads Ya do they not see the issue?
maybe they'll plant some apple trees in the garden lol
and with how the "M" is turned it looks almost like an "N" | |
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| | | I have to admit that was funny! | |
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| | |
| | | said by funchords:I am a bit worried, however, that the final scenes of Comcast's new ad results in all of the people into a walled garden! The last thing I ever look at when judging a company and making a decision whether it's the right or not for me is the ads. Every company seems to launch ads at getting name recognition and not at informing me about their product whatsoever. Ads are really worthless to me and any educated person I know. Maybe if I couldn't read pretty colors and songs would entice me to buy their product.
I currently have Comcast and think it's pretty good compared to other services available to me(only AT&T DSL).
Now, I am all about a better image. You do not get a better image with retarded ads and Comcast representatives hounding forums and whatnot. A true good image to a company comes from competent techs and reliable and well priced service. That itself creates the image without a company having to try and paint one. | |
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| | patcat88
join:2002-04-05
Jamaica, NY
kudos:1 | Re: Analyzing the New Ads said by Aozora:Maybe if I couldn't read pretty colors and songs would entice me to buy their product. Thats the point. Americans can't read unless its for personal gain. | |
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| | | Memorial pond for the woman killed by the employee and the other rape victim?
Or is that a reflection pool? Reflection of bad bad years of customer disservice? | |
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| |  dadkinsCan you do Blu?Premium,MVM
join:2003-09-26
Hercules, CA
kudos:18 | Re: Analyzing the New Ads said by ninjatutle:Memorial pond for the woman killed by the employee and the other rape victim? Or is that a reflection pool? Reflection of bad bad years of customer disservice? The pond I bought their employees for the years of great service!
I have 6 Koi fish being sent there this evening. 
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Think outside the Fox... Opera | |
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| | | | | Re: Analyzing the New Ads lol just plain lol | |
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| | | | dadkinsCan you do Blu?Premium,MVM
join:2003-09-26
Hercules, CA
kudos:18 | Re: Analyzing the New Ads I couldn't resist.
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Think outside the Fox... Opera | |
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| | | | dadkinsCan you do Blu?Premium,MVM
join:2003-09-26
Hercules, CA
kudos:18 | Re: Analyzing the New Ads Was that you playing in the "foam"? | |
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| KrisnatharokCaveat EmptorPremium
join:2009-02-11
Earth Orbit
kudos:3 | Reminds me of Loderunner. | |
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| rob316
join:2005-10-17
Carteret, NJ | Re: Ways to contact Comcast support many now What to they get a load of me on their blog. | |
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|  ThrowDemsOutIf you can't convince 'em, confuse 'emPremium
join:2002-03-03
Mullica Hill, NJ
kudos:4 | And they have a new web site that looks like some kind of virtual world. Weird!!
»www.comcasttown.com/ | |
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| | | | Re: Ways to contact Comcast support many now what the flipidy flew flaw | |
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|  jlivingoodPremium,VIP
join:2007-10-28
Philadelphia, PA
kudos:1 | Also, within »forums.comcast.net, you can really ask for help in any of the forums. Apart from the regular base of customers helping each other, online support folks are there and folks from selected engineering teams are there as well. For example, in the Email forum, you'd expect to see some of our email engineers, same for PWP, DOCSIS folks in Internet Connection, etc.
We've been doing this to varying levels in the different forums for a little over a year (we started in Email first and expanded focus from there). From an engineering and operations standpoint, so far it seems pretty effective. One of the good benefits is getting the engineers and developers closer to the customers, better understanding their needs, and identifying patterns of technical problems more easily.
JL
--
JL
Comcast | |
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| | | We are not Comcast Cellular and we actually moved. The corporate office is
Comcast
One Comcast Center
Philadelphia PA 19103
But thanks for the great synopsis of contact methods. We are striving to be available through all communication channels for our Customers!
Thanks,
Frank | |
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 koitsuPremium,MVM
join:2002-07-16
Mountain View, CA
kudos:13
1 edit | Yes, I have. I *have* seen improvements with regards to Comcast employees "going the extra mile", especially on our forums, to try and solve issues (both widespread and on a per-customer basis).
I'm in no way saying these experiences have changed my somewhat tainted opinion of Comcast "the company" -- they haven't -- but they DO give me hope, and confirm that Comcast is in fact caring.
As for their PR makeover and ads... I don't watch TV, subscribe to cable, or anything like that -- so I have no idea if those are effective. My guess is that they won't be. Most advertising these days is utter garbage, especially if it's serious or corny. The best form of advertising is humour -- good humour. Look at old IBM and Novell ads for some examples. "Hadley downloaded a computer virus off the web" ".....Hadley."
People have a tendency to remember funny ads, and remember who (company) they're associated with: case in point.
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Making life hard for others since 1977.
I speak for myself and not my employer/affiliates of my employer. | |
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|  syslockPremium
join:2007-02-03
Ann Arbor, MI | Re: Yes, I have. >>I *have* seen improvements with regards to Comcast employees "going the extra mile", especially on our forums, to try and solve issues (both widespread and on a per-customer basis).
>>
>>I'm in no way saying these experiences have changed my somewhat tainted opinion of Comcast "the company" -- they haven't -- but they DO give me hope, and confirm that Comcast is in fact caring.
Comcast employees are great. The management above them has no clue. Will they ever allow the font line to take care of issues that really need taken care of? No...
Comcast will continue to make the same mistakes over and over. I'm sure they get lots of feedback via Credospeak that is never acted on or swept under the rugs at the regional levels.
I'm surprised that Comcast is doing a blog now.
They have fired lots of employees writing about Comcast in their own personal blogs.
Its a shame. | |
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| | | | Re: Yes, I have. Amen to that, you hit the nail on the head. None of the good people on the front lines that deal with the consumers are empowered. It's like they are all beat down into submission from day one. | |
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| | No change here Considering I am seeing lots of retransmits to any site I go to or anything else I do which makes me think I am about to start having problems again with my line. Not to mention they just had DNS problems here about a week ago. I switched back and forth between OpenDNS servers and comcast servers. Comcast servers couldn't resolve some site names like CNN.COM or DSLREPORTS.COM, resolved COMCAST.NET without issue, where OpenDNS servers had absolutely no problems. Figured it wasn't worth calling, emailing or live chat to Comcast since OpenDNS worked just fine.
So no change from my perspective since I didn't really contact customer support but I am anticipating in another month I will. | |
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| | | Re: No change here If you are having trouble let my team know we would want to look into that!
Thanks,
Frank
We_Can_Help@cable.comcast.com | |
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|  ctg1701aVIP
join:2008-08-07
Philadelphia, PA | said by raptor1418:Not to mention they just had DNS problems here about a week ago. I switched back and forth between OpenDNS servers and comcast servers. Comcast servers couldn't resolve some site names like CNN.COM or DSLREPORTS.COM, resolved COMCAST.NET without issue, where OpenDNS servers had absolutely no problems. Figured it wasn't worth calling, emailing or live chat to Comcast since OpenDNS worked just fine. It would be helpful if you posted your DNS issues so we can help figure out what you were experiencing. I can assure you that if folks could not resolve cnn.com and dslreports.com that there would have been several open threads on this forum and ours and I would have been involved in that issue.
Next time please feel free to PM me or open a thread so we can investigate. | |
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| | | | Re: No change here said by ctg1701a:I can assure you that if folks could not resolve cnn.com and dslreports.com that there would have been several open threads on this forum and ours and I would have been involved in that issue. I would agree but considering I couldn't resolve dslreports.com I couldn't post at that point and since I had my own fix to the situation I considered it resolved.
I really don't feel like wasting more hours than needed troubleshooting issues for Comcast. | |
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| jlivingoodPremium,VIP
join:2007-10-28
Philadelphia, PA
kudos:1
1 edit | Also, FWIW, when folks report a problem accessing a specific website, then change DNS servers and 'it works,' this usually highlights an issue with a CDN, since with different DNS servers you are resolving different CDN hosts. Oftentimes, switching to a different DNS will actually end up giving you sub-optimal results for CDN (or other) hosts that are further away or where routing is not as good. Take that for what it's worth, YMMV.
Jason
--
JL
Comcast | |
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| | Getting rid of Comcast I'm canceling service with Comcast once my Fios installation is in place. If I get good customer service with my cancel request, I'll report back.
Don't hold your breath however. | |
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See 17 replies to this post |
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| | This is another small part of a much broader effort As a few have noted we are striving to revamp the service for our Customers. This is not just in social media but through all contact channels. For those that have not had to call, I hope you never do. But if it happens I hope you notice the difference too. We have been implementing new tools to diagnose trouble faster, improve time for service calls, and making sure the right technician is sent the first time. This will take time but you will continue to see the difference. My team and other members from Comcast enjoy listening to our Customers and working to implement the feedback. The blog will also provide us an additional venue to discuss items that are important to you and where we may not have had the conversation in the past. This is an exciting time to be at Comcast. BTW if you are on Twitter reach out to Scott, our chief blogger @blankbaby
Thanks,
Frank
We_Can_Help@cable.comcast.com | |
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| | It's been better for me. Things have definitely gotten better for me. Reaching out via Twitter helped and their local techs were really helpful in getting things resolved. | |
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| | I'm sorry, but... who has more posts in this thread (at this point): Comcast employees or non-Comcast employees?
(And, FWIW, I've always thought that Jason did a fairly good job in the Comcast forums, so don't necessarily take this as criticism. The point is, I guess, that "trying too hard" can make you look both desperate and "guilty", as well as making people just plain tired of listening.) | |
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See 16 replies to this post |
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| | I've seen a difference A Comcast employee here at BBR helped me solve a problem when I wasn't getting anywhere with their customer service.
I don't think they've solved their customer service problems, but I do see an improvement, and certainly an increase in effort. It's a good start IMO. | |
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| | | Re: I've seen a difference said by modemslayer:A Comcast employee here at BBR helped me solve a problem when I wasn't getting anywhere with their customer service. I don't think they've solved their customer service problems, but I do see an improvement, and certainly an increase in effort. It's a good start IMO. So you had to go to BBR to get help with Comcast...how is that an improvement in service from Comcast? | |
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1 edit | Re: I've seen a difference said by S_engineer:said by modemslayer:A Comcast employee here at BBR helped me solve a problem when I wasn't getting anywhere with their customer service. I don't think they've solved their customer service problems, but I do see an improvement, and certainly an increase in effort. It's a good start IMO. So you had to go to BBR to get help with Comcast...how is that an improvement in service from Comcast? Man, imagine if he had the triple play and his cable went out. | |
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 jjoshuaPremium
join:2001-06-01
Scotch Plains, NJ
kudos:1
1 edit | How about.... Actually providing good customer service through your existing channels. Then you don't have to do PR.
It's easier to do it right the first time then have to go back and do it again. | |
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 netdudePremium
join:2006-05-18
Fort Collins, CO | My Opinion I've had to deal with tech support numerous times over the past several months and that the attitude of the phone support techs has improved. When I think about how I was treated on the phone back in September, and November, and now in March there has been a definate improvement. Kudos to that.
A fundamental problem still remains though. Phone techs need to be able to do something other than roll a truck. It would be great if a phone tech or even a manager could look into the system and see if the node is congested, or something like that to reduce the number of truck rolls or give the techs something more to go off of than this guy is having speed and latency issues. I would imagine this would save some money and headaches. Also the times that techs are availible to come out to the house to fix issues are not most the convenient. My problems have yet to occur during the window that techs can come out. It took 4 techs to solve my last problem in November that appeared to be a congested node issue and now the problem has returned again. The same symptoms are there. Being a full time college student that also works 30hrs a week I am out of the house from 6:45am til about 7 or 7:30pm at night. This encompasses the entire window that techs are availible in my area. I have to take several hours off of work to make myself availible for the multi hour window for a tech to show up when a problem is occuring. I'm not advocating techs be on call 24/7 to troubleshoot issues but it would be nice if they were availible until 9pm or so to troubleshoot issues for people that are not availible during the daytime hours.
Anyway.... Thats my 2 cents. I hope the good support continues when the tech shows up tomorrow to fix the same issue I've been having for the last 6 months. | |
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| | | Re: My Opinion If they are using their tools properly they can do just that. We have a variety of tools that can view the node, your home and those of your neighbors to see what is happening. Some are simplistic which is what I prefer while other are more in depth which should be used to drill in further if they notice trouble. | |
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| | netdudePremium
join:2006-05-18
Fort Collins, CO | Re: My Opinion I've seen the techs use them to look at the modems, etc when they came out to my place back in November but I'm not sure if the phone techs can use them. It would be great for them to use them to give more information over the phone other than there is nothing I can do we have to send a truck out. It might also assist in the troubleshooting if they included in the info they saw on the charts in the ticket. | |
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| | | | said by comcastcares:If they are using their tools properly they can do just that. We have a variety of tools that can view the node, your home and those of your neighbors to see what is happening. Some are simplistic which is what I prefer while other are more in depth which should be used to drill in further if they notice trouble. When did this begin? I dropped Comcast 13 months ago, because even the simplest problem required a truck visit. Telling the phone tech that previous site visits did not resolve the problem always just resulted in more site visits. After a year of this I was finally told that the only way to escalate a problem was to specifally request escalation DURING A SITE VISIT. By that time I was way too many visits past my personal tolerance level.
Has this changed? | |
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| | rob316
join:2005-10-17
Carteret, NJ | So these new tools you speak of can they give us more HD I doubt it. It's all fine and dandy that you can see there are problems with congestion, but will you fix the problem I doubt it. This is just a smoke screen for Comcast to hide behind of so they can say hey we see the problem but do nothing about it. | |
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| | | | | Re: My Opinion No what would give more HD is shifting more channels to digital, like we are doing in some parts of the country. As this spreads to your area you will see many more HD channels | |
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tthnow
join:2006-06-07
Oakland, CA | Never dealt with CSR But their contractors are the worst. Asking for an install is like begging. Doing have as work, start with that image! | |
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1 edit | Interesting... Notice how the Comcast reps stop posting as soon as discussion of their 250GB cap and other bandwidth policies starts? | |
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See 6 replies to this post |
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elray
join:2000-12-16
Santa Monica, CA Reviews:
 ·SONIC.NET
·RoadRunner Cable
| Cable Company Makeover Primer 1) Provide ala-carte options.
2) Provide unbundled pricing that makes sense.
3) Eliminate all line-item taxes and fees. Bury them into the gross charge.
4) Model your install after telco (NID), so you can test and repair to the household without requiring inside access. Waiting for a truck roll gets old after the 3rd or 4th visit in a month.
5) Be competitive, not evil. The customer generally has a choice. If we don't have a choice (no satellite options, no Fios), don't treat us as prisoners and gouge us. We WILL remember.
6) Fight for your customer, the consumer. Don't allow governments to tax us, just because you can pass it through. Don't allow content providers to force channel bundling, gouge, and then sit back and give you an excuse for a rate increase. Ally with other cable and satellite providers to lobby FOR such consumer protections. You have the resources; we don't.
7) Do not use tricks, for instance, $5 minimum late payment charges, or teaser rates that double after 3 or 6 months, or data caps intentionally designed to provoke punitive overage charges. (If the first 250GB is $25 of the $40 basic charge, additional GB should be $.10, not $1.00).
Tricks and gimmicks make the balance sheet look good in charts in PowerPoint, but they're dishonest and they will cost you goodwill with your customers, and we WILL leave.
(We cut the cable TV two years ago January, when TWC wanted $62 a month to watch one station - our "Travel Channel Vacation" budget now has an extra $1600 in the kitty.)
8) Visit your local payment offices. Observe the hostility. The bullet-proof glass may be there to "protect" the employees from holdups and Grandmothers with hammers, but it sends the wrong message, and reinforces the theme that the cable company is so evil that it needs to fortify itself. Better to get a 7-11 style timed cash safe, and make the place more welcoming.
9) Call centers. Give the customer the ability and right to call back to the same group / representative if we so choose. Don't flatten the call center, and tell us that they're equal, and "any rep can handle your call."
Supervisors - if we have a beef with your rep, and believe me, some of them should be working at Gitmo, we shouldn't be put on hold for 10-15 minutes to herald a supervisor, only to have the rep speak for them. | |
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| | List of Suggestions I wonder how many man hours were spent designing "Comcast Town". I also wonder if this creative streak could have been instead applied to redesigning the AWFUL interfaces on their converters. Maybe they could also spend some of that PR budget money on NEW remotes for their customers. I install for a contractor in the NE Phila Corp and they have been literally taking remotes that were picked up from customer's houses and simply handing them back out to new customers. Some look like they have food crusted on them, some black gook, or just are generally grimy looking. The failure rate of these things is at least 50 % and the rate of trouble calls caused by this has gone through the roof. And possibly they could replace some of their ANCIENT DCT converters that are smashed up and non functional. I'd say that 40 percent of their boxes are non functional in some way as well. I turn these in with the BIG orange sticker I have to fill out for every one and week after week I see the same trashed boxes make the rounds again. If Comcast wants to continue to raise rates every six months, they're gonna have to stop crying poor and claiming that their budget is overrun for equipment. And while you guys are at it, how about some more HD channels for my $200 a month. I dont care how many shows you have on ON DEMAND, I'm not renting a junk MOTO DVR for 20 bucks a month so I can wait three days to watch Nip Tuck in HD On Demand. Cut the nonsense and get these things done. Fios is coming to Philly soon and cutesy website or not, they're gonna drink your milkshake if you don't get it together. | |
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| | | Re: List of Suggestions Wow thats a great post. I'm glad I'm not the only person who feels that way. I hope that your post doesn't get overlooked on here. I know Comcast is reading, but there sure is a lot to read. | |
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| | | Yeah good luck with Fios, hope it turns out well for you. | |
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| | | | Re: List of Suggestions Always love the responses that hint of impending doom!
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| | | | | Re: List of Suggestions said by raptor1418:Always love the responses that hint of impending doom! ATT is still around..... ? | |
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| | | | | | Re: List of Suggestions Must be since they brought Cingular back into the fold to sell the iPhone under the ATT name.
Wouldn't know about their broadband since it is not an option here in Qwest land thanks to the lobbying of all the baby bells to prevent competition. | |
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| | Marketing smoke and mirrors... Comcast can keep advertising that they care but a lot of their equipment is either legacy or overloaded with subs. I would like to see them build their network with greater capacity in addition to Doc 3.0. Also quickly repair problems instead of taking days,weeks, or months for a simple problem. | |
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| jjoshuaPremium
join:2001-06-01
Scotch Plains, NJ
kudos:1 | Re: Marketing smoke and mirrors... Exactly. It's much easier to hire someone to troll the boards and promise to help instead of fixing the problems or investing in new infrastructure every once in a while. | |
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| | rob316
join:2005-10-17
Carteret, NJ | Re: Marketing smoke and mirrors... ^^^^^
NICE !!!! | |
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| | | Remember, your not buying a higher cap (which shouldn't be there in the first place so this point is moot), you're just buying the ability to hit your cap faster. | |
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ajax25
join:2003-12-10
Colonia, NJ | Bandwidth Meter??? How about a bandwidth meter to measure activity so that
we can track usage against the (invisable) cap that you
lied about for 3 years.
The SECOND FIOS is available I'll be ordering it. | |
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See 6 replies to this post |
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 ztmikeMark for moderationPremium
join:2001-08-02
Michigan City, IN |  PR is all this is
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»www.ps3grid.net | |
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Ways to contact Comcast support many now
