 
SLD
Premium
join:2002-04-17 | Our job? Nice! | |
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BBBanditRuR
join:2009-06-02
Parachute, CO
 ·Comcast
 ·Qwest.net
| Re: Our job? Ha ha... the onus for getting quality customer service is ON US? Whatever.
I do agree that the tactic works though, when my service was bad, I called multiple times till someone savvy enough answered. I had one experience where I called and was forced into the automated "troubleshooting" hogwash. I got halfway through, hung up, and called back, until I got someone live. Annoying, but it does work. | |
| | | fiberguy
My views are my own.
Premium
join:2005-05-20
| Re: Our job? Why are you guys beating up on the reporter? He is the one that said to call back and get another, not Comcast.. he's just reporting what he found is all..
And, as for the automated troubleshooting.. this is no more than the resistance to power-cycling your modem of the early 2000's.. (which, by the way would resolve at least 70% of the problems out there that no one wanted to listen to) The automated trouble-shooting.. There's a reason why those steps are part of the call process as they resolve most people's problems. They take the most obvious and called-in-on problems and make it a step on the menu tree before getting to a rep.. only the stupid and the ignorant need to hear that from a live person.
So, that 'hogwash" as you call it resolves most people's problems.. I guess getting a HIT from the live agent is any better than the one you get from the computer? .. they all come from the same place... the computer. Also, "make sure your TV is on the right input or channel" sounds better from a live person than the recording? (which is also one of THE largest reasons for someone calling... maybe not many here, but many do)
Many companies are doing this - it's saving them money.. | |
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BBBanditRuR
join:2009-06-02
Parachute, CO
·Comcast
·Qwest.net
| Re: Our job? said by fiberguy  :Why are you guys beating up on the reporter? He is the one that said to call back and get another, not Comcast.. he's just reporting what he found is all.. He is expecting the customer, not the provider to find good reps. Why is that my job again?
said by fiberguy :(which, by the way would resolve at least 70% of the problems out there that no one wanted to listen to) You have the statistics how? Where are your sources? I am speaking from my experience, not trying to generalize.
said by fiberguy :only the stupid and the ignorant need to hear that from a live person. Very eloquent, but your missing my point. I wasn't given an option to talk to a live rep for more advanced matters, which was necessary to facilitate getting a support ticket issued. I had to hang up and call until I got someone live. I'm not saying it isn't saving money or whatever for the companies, it is just annoying not to get it right the first time a customer calls, which would be good business and save the company more money. I know it isn't possible to get it right every first time, but the process needs refinement and getting qualified live people helps said process. | |
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SLD
Premium
join:2002-04-17
·Comcast
1 edit | said by fiberguy :Why are you guys beating up on the reporter? He is the one that said to call back and get another, not Comcast.. he's just reporting what he found is all.. Uhh, the reporter is the one that was quoted as writing "your job is to find them". | |
| | | | | fiberguy
My views are my own.
Premium
join:2005-05-20
| Re: Our job? No..... the way I read the comments from users here is that this is based on Comcast and that they shouldn't have to.. which is right. - think context..
The reporter, being a third party, is simply stating what his findings are.. so I remain. | |
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SLD
Premium
join:2002-04-17 | Re: Our job? Hey, I just noticed your sig. I was wondering if you think that requesting services for the taxes you pay is the same as the gov't giving it all to you? | |
| | | | | fiberguy
My views are my own.
Premium
join:2005-05-20
| Ummm.. der.. yea.. it IS comcast's problem to find good people as is with any company.. HOWEVER - if you listen and stop being self-serving for 2 seconds (I know it's hard on this site, but try).. he's saying basically is 'what I found is that if you get a bad rep, there are good ones too.. hang up and call back...'
So far, as of yet, I've not seen a reasonable or intelligent response to my post.. at all. You guys are still missing the point and you're still beating up the wrong person. If you are angry, it should be at Comcast.. not the reporter who obviously shares the same frustrations.. Would you have liked his story if he left out the "call back and get another" comment? ... I can answer that based on the tone.. "yes"..
The reporter isn't ignorant as are some of the people in this thread today.. he's simply "reporting" his findings.. HE is not responsible for Comcast.. Comcast is...
Seriously.. jump off the high horse for a second and realize he did what so many people would love to do.. get inside and see for himself... he's just telling you what he found.  | |
| | | | | ominae
join:2003-05-11
Columbus, OH
| said by NOVA_Guy :said by fiberguy :Why are you guys beating up on the reporter? Because of the reporter's ignorant attitude and remarks. Isn't it Comcast's job to find competent CSRs who are capable of solving customer issues? I guess that intelligence is too much to ask for from your cable company these days... I can see your point, but let's face it. If someone has a problem and the first rep you speak with isn't willing (or able) to fix it, do you stop after the first call? Do you live with a billing error or shoddy service just because you gave it a try and had no success?
I worked in various call centers for over 10 years. What the reporter says is the truth. You may not like it but unfortunately we have to deal with the way things are and not the way they should be. | |
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BBBanditRuR
join:2009-06-02
Parachute, CO
·Comcast
·Qwest.net
| Re: Our job? The reporter should have chosen words carefully; the reason I (and others in this thread) was/were a little surprised was the attitude he used to convey the message. Yes, I didn't give up, so I called and called. Comcast has deemed it financially acceptable to train X number employees with X amount of time spent training. They accept that customers won't be serviced an X percentage of the time, thus the justification of only having so many reps, or automated systems etc... The heart of the matter is if they are consistently at the bottom of service, wouldn't it be more prudent to beef it up to provide more quality, to further their business? Money is the bottom line, and if they feel the levels are acceptable, fine. I am entitled to the opinion that better service yields better business, as supported by my experiences as well as others in the industry. The concept of getting by with as little service as possible to save a buck is the problem, which is one of ethics. | |
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banditws6
Shrinking Time and Distance
join:2001-08-18
Naples, FL
| Standard Operating Procedure I've been a Comcast customer since they took over our area some 6 or 7 years ago, and I've since become well acquainted with the requirement of "calling again and again until you get the answer you want."
When you call with a question or problem, you're told with absolute certainty that the answer is A. Except when you call a second time, when it's B. Or the third time, when it's C, D or E. Sprinkle in a few occasions when the CSR will tell you they've never even heard of the problem you're describing, and you get a feel for what is Comcast customer support: A goulash of conflicting impulses.
These days, if I have a serious issue, I just email Comcast's customer liaison team at corporate. They tend to have good success in getting a hold of the actual competent employees at my local office and putting them in touch with me. I guess it's a "meet halfway" sort of solution.
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"I'll follow the law until it's just stupid." -Ted Nugent | |
| | fiberguy
My views are my own.
Premium
join:2005-05-20
| Re: Standard Operating Procedure said by banditws6 :I've been a Comcast customer since they took over our area some 6 or 7 years ago, and I've since become well acquainted with the requirement of "calling again and again until you get the answer you want." Hrmmmm.. maybe it's not always about the "answer you want" rather than either just the answer, or the answer that is correct.
Just becuase someone doesn't give you the answer you want doesn't mean that you're not always getting the right answer.. many people also "work the system" to "get what they want" which isn't always the right one.. some times the reps simply give in and do things they necessarily aren't supposed to do..
Ever stop to think that the "spirit of competition" has also messed up customer service experiences? ..it has fostered in an era of entitlement, or, even an era of "If I can't get what I want from Dad, I'll go to mom and ask her".. Companies know that customers will go, I mean, threaten to go to another provider if they don't get what they want.. when you take what used to be a defined line of service and now have to bend the rules, the customer tends to think that the answer they wanted to get and didn't get isn't right so they think the experience is bad..
My comment applies far more to the orders department, and now the new retention departments companies have formed, more than the service department.. however, even in the service department, customers tend to forget that the rules have changed some too and the customer does have SOME responsibility in their own service issues especially when it comes to wiring and equipment issues.
.. not many people think about these things these days much. On one hand they see it as "I'm paying for service, make it work" and on the other hand they say "but the wires you guys installed, which I made you install for free, are mine and I can put a competitor on it anytime I want".. which, while factually true, does also say something about the role that the customer plays in the ever so increasingly bad customer experience..
... I invite those of you here complaining daily about service to try and operate a company of any size and make every customer happy with out breaking your bank doing it.
And in fairness, I"m not, at all, saying that all the customer service reps, of any department, are angels.. they're not. But if anyone here thinks that it's all a one sided issue, it's not.. just pointing out the obvious issues that people here often tend to forget or simply don't want to hear.. | |
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beachintech
There's sand in my tool bag
Premium
join:2008-01-06
The Beach,US
clubs: | Re: Standard Operating Procedure Very well said. +1 for all. | |
| | | Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ
| the Entitlement thing comes on strong when it comes to when a truck roll is needed and its a person violating the TOS by running their business on the residential service and then throwing a fit when the next TC is a few days out.(when business class could have scored them an appointment with in 24hrs max, but that costs extra so they instead run their business off the 19.95 promo home use only HSI).
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
| moonpuppy
join:2000-08-21
Glen Burnie, MD | Customer service is dead.... Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers. | |
| | OverModded
Premium
join:2002-03-03
 ·Sprint Mobile Broa..
·Comcast
| Re: Customer service is dead.... said by moonpuppy :Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers. Yes. That is the main problem. The metric that businesses use to measure performance for customer service reps is all wrong. They measure how long a rep is on the phone and NOT if the customers problem was solved.
So, why do they use the wrong metric? Mostly because, using call time is easy and automated. And measuring whether a problem has been solved is complicated and time consuming and manpower intensive.
So Comcast went the easier and cheaper route and the route that is std industry practice. An executive never gets fired for using std industry practice and since the budget is smaller and easier to control using an automated approach, they get nice bonuses to boot. So the customer service VP is taking the safer route to job protection. That is, it is safer until the Marketing/Sales VP goes headhunting for a scapegoat as to why his customers are leaving.
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My BLOG .. .. Internet News .. .. My Web Page
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Sabre
Di relung hatiku bernyanyi bidadari
join:2005-05-17
·Comcast
| Re: Customer service is dead.... said by OverModded :The metric that businesses use to measure performance for customer service reps is all wrong. They measure how long a rep is on the phone and NOT if the customers problem was solved. Precisely this. Especially in the Tier (HSI) call centres, where it's hard to get much more than a powercycle done in the time they expect an average call to be completed.
On a side note, I'm glad they lengthened the training time, it was only 2 weeks when I went through it several years ago. Maybe they actually have time to learn the tools now.
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With all its sham, drudgery, and broken dreams, it is still a beautiful world.
Save American Soccer - Stop the MLS! | |
| | | Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ
| said by OverModded :said by moonpuppy :Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers. Yes. That is the main problem. The metric that businesses use to measure performance for customer service reps is all wrong. They measure how long a rep is on the phone and NOT if the customers problem was solved. So, why do they use the wrong metric? Mostly because, using call time is easy and automated. And measuring whether a problem has been solved is complicated and time consuming and manpower intensive. So Comcast went the easier and cheaper route and the route that is std industry practice. An executive never gets fired for using std industry practice and since the budget is smaller and easier to control using an automated approach, they get nice bonuses to boot. So the customer service VP is taking the safer route to job protection. That is, it is safer until the Marketing/Sales VP goes headhunting for a scapegoat as to why his customers are leaving. well the Marketing/Sales VP now expects sales quotas out of the Support department so the support VP has more then just call time and repeat caller metrics to deal with because what was once ment to help customers is now expected to sell stuff to people with broken stuff.
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
| | | | ender7074
join:2006-11-21
Saint Louis, MO
·AT&T Southeast
| Re: Customer service is dead.... Thats exactly what happened at Charter. I worked there years ago. When I started in the internet department, it was all very computer savy people. I learned tons in a short amount of time about networking and broadband in general. Then, about a year after I started, the push for sales came. They stopped screening people on computer ability and started screening on sales backgrounds. Toss in an inept trainer and the reps that hit the floor were nowhere near ready to take support calls. We had to train them on the job at the expense of the customer. Keep in mind that after the sales became a big deal, they only hired sales people for the support jobs. Technial support experience was tossed to the side. The good people quit or went to different parts of the company and all that was left was a handfull of good people in a sea of sales idiots that had no idea what they were doing. Funny how it was at this time that the HSI support satisfaction went into the toilet...
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Does Microsoft mean small and squishy? | |
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uther
join:2001-12-04
Saint Louis, MO | Re: Customer service is dead.... I worked at Charter Communications too. I completely vouch for ender7074 on this. | |
| | | moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| said by OverModded :Yes. That is the main problem. The metric that businesses use to measure performance for customer service reps is all wrong. They measure how long a rep is on the phone and NOT if the customers problem was solved. So, why do they use the wrong metric? Mostly because, using call time is easy and automated. And measuring whether a problem has been solved is complicated and time consuming and manpower intensive. So Comcast went the easier and cheaper route and the route that is std industry practice. An executive never gets fired for using std industry practice and since the budget is smaller and easier to control using an automated approach, they get nice bonuses to boot. So the customer service VP is taking the safer route to job protection. That is, it is safer until the Marketing/Sales VP goes headhunting for a scapegoat as to why his customers are leaving. If they used the metric of problems fixed instead of call times, then they wouldn't have the PR problem they have with support as they do now.
Also, asking a pissed off customer whose problem is still not fixed whether or not they want to spend more money a month on a service that doesn't work is not only insulting but has caused more than a few people to cancel service. My service was working at all and they tried to sell me a DVR box. I got FIOS as soon as I could. | |
| | | 
swhx7
Premium
join:2006-07-23
Elbonia
·RoadRunner Cable
| said by moonpuppy :Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers. said by OverModded :Yes. That is the main problem. The metric that businesses use to measure performance for customer service reps is all wrong. They measure how long a rep is on the phone and NOT if the customers problem was solved. So, why do they use the wrong metric? Mostly because, using call time is easy and automated. And measuring whether a problem has been solved is complicated and time consuming and manpower intensive.
It's more of a "bottom line" type of calculation: the executives have judged that saving money on call centers (and on the competence/training/etc. of field staff), and letting a lot of customers be angry about bad service, is better for profits than providing better service at higher cost.
This works only because of lack of competition. Almost everywhere in USA, there is only one cableco, and at most two choices for broadband (the other being the local-monopoly telco). If there were adequate competition, more of the dissatisfied customers would become lost customers, and service would improve. | |
| | | | Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ
| Re: Customer service is dead.... even in the FiOS areas the customer of course only has two choices for a complete service provider.
and TV while having a third tier of competition in the form of DBS services has lots of its rates dictated by the rights holders.
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
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DaveNJ
No Fear
join:1999-09-01
New Jersey
·Comcast
| said by moonpuppy :Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers. This is so true, plus the comcast box hit selection, never works. Dont they care about wasting resources, and not fixing problems. Comcast though is better then verizon DSL, or Voice.
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They Live... We Sleep...
“Spreading the wealth around” never results in a better outcome for people. It always results in destruction.
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| | | moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| Re: Customer service is dead.... said by DaveNJ :This is so true, plus the comcast box hit selection, never works. Dont they care about wasting resources, and not fixing problems. Comcast though is better then verizon DSL, or Voice. I had this happen to me first hand. I had an issue where my signal strength was low and I was having reception problems. After they tried to troubleshoot it, they decided on a truck roll. When the tech came out, she said that multiple people in the area had the same issue and they knew what the problem was (faulty node) but failed to repair it for a month. Now, 2 issues come to mind.
- Why wasn't there some kind of notation that a certain node was having issues? This would have saved thousands of dollars in not rolling out a truck for a known issue.
- Also, since multiple techs reported the same problem, why did they not fix it? It goes back to the first point in that a truck roll would not fix the issue but it made someone get off the phone early.
Comcast needs a new way of thinking when it comes to customer service and tech support. | |
| | | | OverModded
Premium
join:2002-03-03
·Sprint Mobile Broa..
·Comcast
| Re: Customer service is dead.... said by moonpuppy :- Also, since multiple techs reported the same problem, why did they not fix it? It goes back to the first point in that a truck roll would not fix the issue but it made someone get off the phone early. Comcast needs a new way of thinking when it comes to customer service and tech support. Employees aren't dumb. Most will do what is being measured because that is how they keep their jobs and how they get promoted. And if getting off the phone quickly is what they are measured on, that is EXACTLY what they will do - logic and the customer be damned.
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My BLOG .. .. Internet News .. .. My Web Page
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| | Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ
| there is one job i wish customers would do, inform the reps if they are on a Vonage line. because the first thing when there is a connectivity issue is to send that reset signal to the modem.
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
| | NOCTech75
join:2009-06-29
Marietta, GA
·AT&T Southeast
| said by moonpuppy :Face it, good reps are worked to death and berated for staying on the phone too long while bad reps with short call times and less credits given out are what become managers. Agreed... and remember the larger the call center, the easier it is for the shitbirds to fly under the radar. | |
| 
Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| It's not the agents.. It's not the agents that result in poor customer service.
For being a communication company, Comcast isn't very good at communicating internally. There's so much micro-management going on that agents are heavily restricted on what they can do. Instead, they have to create tickets, or submit forms to other departments (most which cannot be reached by telephone) in order for issues to resolve.
If all front line phone agents had the same tools that "Comcast Cares" has, problems would be resolved quicker. Instead, agents and customers, are at the mercy of poorly designed procedures and processes.
Empower your agents with the tools they need, instead of micro-managing it all and you will see better results.
The goal should be first call resolution - the customer should only have to make ONE call and their issue should be resolved. This rarely happens unless the customer calls the executive support line. Why force the customer to take that route?
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CheckSite.us | YourIP.us | Reverseip.us | |
| | JSRoman
Premium
join:2005-03-10
Callahan, FL
| Re: It's not the agents.. Hate to tell you but most reps. have the tools, they just forget where to look for them . Like most companies when you have that many employees, you are going to have some dead wood laying around. Comcast is no different.
I am a firm believer that cable's low score problem in general is not service but price. Cable is generally perceived to be more expensive than sat and on most packages that is correct.
Stop yearly or mid year price increases on tv for a couple of years and see that score jump up.
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»www.seabee.navy.mil | |
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See 15 replies to this post | |
| bt
join:2009-02-26
canada
·Rogers Hi-Speed
| While Comcast's internal communications and procedures are surely part of the problem, it most certainly can be the agents that are the problem at times.
Just because the framework the agents have to use is a source of CS problems, it doesn't mean that an individual agent isn't also too lazy or dumb to use what framework there is. | |
| 
Ioweyou
@comcast.net
| Stupid is as stupid does Sometimes you get a rep who can really think on their feet. Or seat as the case may be. Some reps are quick to learn every srcreen and where every click box or option is and other aren't. New reps have to put customers on hold a few times until they come up to speed but good rep, bad rep, this is MY problem.
Most reps are just low level clerks. They have absolutely no decision making power at all. They muddle through things like billing inquiries or channel lineups but comes a real problem and most of the reps wll only offer wht their computer level will ;et them do. Anything beyond a simle task requires a supervisor. I always get a kick out of the rep that tell me there is no supervisor available at the moment. I ran a call center and aside form the time I was at lunch for a one period each day I was at my desk available to take calls.
When you DO get transfered to a supervisor you most likely will get dropped in the transfer. This is a way to get one more person off the phone and enable the staff to take another call in the queue. If that person calls back they have to start all over.
Some reps will put you on hold after they tell you they will transfer you to a supervisor only to take three or more calls in the queue. Eventually if you ever DO get to a supervisor it will be someone with only slightly more power than the person you just talked to and you still won't get anywhere. | |
| bt
join:2009-02-26
canada
·Rogers Hi-Speed
| That advice applies to every large company Every company that employs a large number of customer support staff is going to have that issue. It's an unfortunate and almost universal side effect of having a large customer support department - you end up needing so much staff that not all of them will ever be able to understand all of the necessary issues enough to not need a script.
That's not to say that some companies don't handle it better than others - but that just makes a difference in how many times you have to call (on average) to get someone competent. | |
| SierraRob
join:2007-01-10
Prather, CA | Uh oh... "Keep calling until you get Bridgette Carter..." Nice going, you probably just got her fired!  | |
| 
AlexNYC
join:2001-06-02
Edwards, CO
·Comcast
| Both sides of the coin The truth is that for every valid support call there is at least one that the customer could have solved by restarting the modem/router/PC and checking all the cables. If those calls are weeded out I think the quality of support should improve.
Yes there are bad CS reps, that have no idea what they are talking about and have little or no practical experience, but lowering the volume of "PEBKAC" calls should help them either to improve their skills or to expose their incompetence. | |
| | | Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ
| Re: Comcast support = uneven quality said by DrStrange :While I sympathize with anyone else who has to handle PEBKAC calls, Comcast could do something to improve the quality of support: I recently had to call Comcast support several times on customers' behalf [used 1-800-COMCAST]. I noticed a distinct pattern in the quality of support. 1.) When the customer had Internet and phone service from Comcast, service was very good. I consistently got competent support and either solved the issue or got a good reason why it couldn't be solved immediately [after which it was resolved in a few hours; There was a local service outage]. 2.) If the customer had Comcast HSI and non-Comcast phone service, support calls were consistenyl misdirected to the wrong state [I was calling for support in CT and got several different reps in Delaware who couldn't even give me a number to all for CT support]. When I asked these reps to redirect my call, non of them transferred me to the correct department. In all these instances, I gave up on calling support and either resolved the issue myself or it resolved itself before I was able to reach any relevant support personnel. Tip to Comcast: You support number in CT for Comcast phone customers works fine; for others it redirects to New Castle Delaware [and they can't help people in CT]. My DSL may only be 6Mb/s, but at least I can always reach comptent US-based support. its a stupid question, but you arent calling from a cell that has a 484, 267, 215, 610, or 302 area code are you? because sometimes the IVR is dumb as a box of rocks and ignores the TN you punched in and directs based on CID info.
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
| | | |
KatLvr
@rr.com
| WRONG - keep the inept rep on the phone until she/he helps Having worked in a call center, I can authoritatively tell you that if you FORCE the inept rep to stay on the phone with you, he/she will either: (a) become better at the job; or (b) be fired. Call center mentality is to give the customer the absolute minimum of service in the minimum of time....and if you, as the customer, begin forcing the business to seriously and competently address your issues, then you will be instrumental in bringing REAL customer service back to us! | |
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DaveNJ
No Fear
join:1999-09-01
New Jersey
·Comcast
1 edit | Comcast needs to visit college again On Saturday i had a cablecard install, previous Tivo bit the dust. So the tech who was very professional , had to wait on the phone for another rep. So doesn't common sense tell you, they should have a rep at the other scheduled at the same time.
Although cable card installs should be a web page the customer can do. I saw what the install did, it was basically reading numbers of the screen.
So comcast you wasted 30mins of your installers time, because you didnt schedule a tech on the other end. It just makes too much sense for a manager at comcast to understand...
--
They Live... We Sleep...
“Spreading the wealth around” never results in a better outcome for people. It always results in destruction.
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|
I oweyou
@comcast.net
| Katlvr you are so wrong You stated keeping a CSR on the phone will result in them getting better at their job or getting fired. What will happen is this.... 40 minutes into the conversation the rep will suggest they have to put you on hold to "locate" some information and "click"... you will "accidentally" get disconnected. This is another common way to get people off the phone. | |
| Joe12345678
join:2003-07-22
Des Plaines, IL
| I have some questions for comcast Chicago land I have some questions for comcast Chicago land
Why is there no CLTV HD? it can be in the csn+ HD slot to make it the same as CLTV SD that is shared with the part time CSN+ SD.
And why does CLTV have to be shared with CSN+? why can't they have there own slots?
Why do you need a full cable box at $5+/m to get CSN+ sd? when just need a DTA for csn sd?
Why is fox movie channel in the sports pack?
Why do some systems (but not all) in the area have speed channel in the sports pack? out side of chiagoland land on comcast it is in Analog / digital expanded basic?
Why is the sci-fi channel in comcast digital preferred / classic?
out side of chiagoland land on comcast it is in Analog / digital expanded basic.
Why are the hd channels # just lumped in with the old analog to digital moved number channels (from a few years ago) with the ota sub channels as well. Why are not all the max, hbo, show, stars HD cahnnels # not next to each other? Other systems have there hd # better grouped. NFL Network sd and hd are right next to each other.
why does the web site list 285 as Comcast Info Channel HD (that is not even in real hd) but the on screen guild lists it as csn+ HD?
csn+ hd is Comcast SportsNet Chicago + HD. | |
| | Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ
| Re: I have some questions for comcast Chicago land as for the positioning of channels i am guessing they treat Chicago just like Philadelphia and require boxes for nearly everything to help reduce cable theft by encrypting everything.
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
|
uther
join:2001-12-04
Saint Louis, MO
| Just a bunch of lip service/PR attempt I worked at Charter Communications in their VoIP "tech support" department.
They didn't care about what you fixed. They cared about what you sold. That's right, they determined that a good tech is one who sells things instead of fixes them.
Their idea of customer service management is constantly telling their front line that if they don't follow their script 100% and use it to sell their products and sell at least x amount per day they're fired.
Oh, and that they have to keep their average call time at 5 minutes per call. I remember having a call go 6 minutes and was about to wrap it up and the next thing I know the call center nazi director walks up to my desk, yells at me to put the customer on hold, then decides to yell at me in front of everyone else that I'm taking too long on the phone and need to get off the call "right now!"
Comcast is the same way, as is pretty much all big cable companies in USA.
This whole "oh look at me, we're setting up a special school with our name on it to show everyone else that we care about the customer" is a complete facade.
Cable companies want to do the least amount of work and grab the most amount of money possible.
I see right through this. I hope everyone else does too. | |
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Chicago Tribune Visits 'Comcast University'
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