tshirt Premium Member join:2004-07-11 Snohomish, WA |
tshirt
Premium Member
2014-Jul-22 2:55 pm
It's a good sign that they choose to public with their embarrassment, and recognizing that of their retention methology is partly to blame. I'm hopeful that they'll expend a lot more attention to keeping the customer happy in the first place and make "retention" (which just sounds bad) a last effort.
Of course there is a big cost to better CS, more training hours, better pay for those with the skills and willingness to be a great CSR everyday, on every call and more tech hours being sent to check for free, something that is maybe the customers fault, and more /faster equipment replacement schedules because you can risk having ANYTHING perform less than 100% at all times. Remember that when the rates rise again. | |
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| Kamus join:2011-01-27 El Paso, TX
1 recommendation |
Kamus
Member
2014-Jul-22 11:49 pm
Re: It's a good sign that they choose to public withYeah, We'll remember when they raise the rates and still have the same crappy CS. | |
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to tshirt
this was not public, this was a leaked internal email... | |
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to tshirt
He's only sorry they got caught. | |
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PrntRhd Premium Member join:2004-11-03 Fairfield, CA |
PrntRhd
Premium Member
2014-Jul-22 3:01 pm
Comcast Exec: Ugly Support Call 'Painful to Listen To'Retention Specialists are trained and paid to not take no for an answer. Refusing to cancel the account will usually be rewarded and a second attempt that goes to a second Specialist will let the first one off the hook. Bad PR or an FCC slapdown are the only things that might change the policies that created the problem. | |
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2 recommendations |
Re: Comcast Exec: Ugly Support Call 'Painful to Listen To'Compensation drives behavior.
The rest is just marketing or HR fluff. | |
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FureverFurryRIP Daphne: 3/12/05 - 6/19/12 Premium Member join:2012-02-20 49xxx Zoom 5341J ARRIS WBM760 Vonage VDV-21
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Shuffling deck chairsWhile that support call to disconnect services is certainly an eye opener (to Comcast execs), it's more the tip of the iceberg. Now if only some stellar non-support calls were recorded - the ones with the support person droning over and over about "let me send a refresh signal" and "have you cleared your cookies" regardless of the situation .... some of those might - just MIGHT - actually wake up the Comcast execs to ensuring their employees are trained.
Maybe having a Comcast exec call in and have to repeat name/address/phone number/last 4 of SSN 15 or 20 times to the SAME agent would help, also. I would venture to guess that most of the requests to disconnect are due to unfulfilled promises (aka fibs) about service and pricing.
Tip of the iceberg and I suspect the Comcast execs are just shuffling deck chairs on the Titanic. (And yes, there ARE some good employees that work at Comcast.) | |
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| ev @74.140.91.x |
ev
Anon
2014-Jul-22 4:13 pm
Re: Shuffling deck chairsTitanic? What's their iceberg? Traditional TeeVee may be dying but I hear this Internet thing might just work out... | |
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en103
Member
2014-Jul-22 3:06 pm
It will be execs saying... how do we do this betterBecause ' the rep "did a lot of what we trained him to do"'. We want him to upsell, and not let customers leave. Can we... threaten to have the customer sued due to California wiretap laws so we don't get caught again ? | |
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Re: It will be execs saying... how do we do this betterIf the call is initiated with "this call may be recorded" or the caller says that, then that would satisfy 2 party consent in the states that require it.
As Comcast and every big corporation does that by default that covers THEM also, so this is not breaking any laws.
Mine (NY) is a single party consent state meaning I can record whoever that I want--knowing that the origin if in a 2 party must be notified.
Quite comically many call centers are offshore, so that's really not an issue--but this yoyo was definitely American. | |
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shmerl
Member
2014-Jul-22 3:14 pm
Of course money talksWhile responsibility walks.
Only bad PR during the pending merger caused them to send this letter. I doubt actual quality will be effected by any of this. | |
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anon4fite
Anon
2014-Jul-22 3:24 pm
Martha Streisand Effect anyone?Karl has a point. They're just going to wait until all of this blows over and they will go back to their old pattern. Maybe a few internet warriors could make it into a meme? Post the sound bite online on various forums every so often? In other words, keep it alive. Everything has a breaking point, and the only way to get it there is to stress it enough. | |
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| Jim Kirk Premium Member join:2005-12-09 49985 |
Jim Kirk
Premium Member
2014-Jul-22 3:35 pm
Re: Martha Streisand Effect anyone?Martha Streisand Effect? | |
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| | dra6o0n join:2011-08-15 Mississauga, ON |
Re: Martha Streisand Effect anyone?When people tells you its bad to steal but you do it anyways by thinking, "I won't get in trouble if no one knows". | |
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| | | Mele20 Premium Member join:2001-06-05 Hilo, HI |
Mele20
Premium Member
2014-Jul-23 4:16 am
Re: Martha Streisand Effect anyone?Huh? Who is Martha Streisand that everyone knows that "Martha Streisand effect" means "I won't get in any trouble if no one knows"? I know who BARBARA Streisand is and who Martha STEWART is but I have never heard of Martha Streisand. | |
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| DaveDudeNo Fear join:1999-09-01 New Jersey |
to anon4fite
Martha is worse then Barbara, Mecha is coming next to Comcast. | |
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koolman2 Premium Member join:2002-10-01 Anchorage, AK |
koolman2
Premium Member
2014-Jul-22 3:41 pm
This rep took it to the extreme...I had absolutely no problem with a company asking a customer why he's leaving. I also have no problem with them giving save offers. I have a problem when the customer insists on canceling and the rep does not comply.
I'm sure most will agree. | |
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Re: This rep took it to the extreme...The resolution is:
1. Blow it up. Social Media cuts both ways 2. Hang up and try again, or chat w/ India, or send in a letter.
You can't blame ALL of Comcast on this, but surely it is an indicator of their grade F customer service and rep compensation. And why are people shocked at how monopolies act. Guys less than 30 didn't grow up w/ monopolies all over the place. This type of behavior and poor customer service ruled the day back then. If the feds let these guys keep merging, expect more...
People are people, and retentions are supposed to be aggressive. Now this guy was a bully, but the guy who made the call could have hung up at any time. Not like he is being held hostage, and Comcast is known for even passable service.
Look @ it from his (CC rep) perspective. They guy gets dinged if the guy cancels, and the guy didn't even give him a reason or oppy to win him back. That can be frustrating, and I'm sure he's probably in his 20's with his head down with his eye on the prize. I think Americans are soft...Negotiations is an art, and we are pussies now. | |
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timcuthBraves Fan Premium Member join:2000-09-18 Pelham, AL Technicolor ET2251
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timcuth
Premium Member
2014-Jul-22 4:22 pm
AT&T does much better than thisThis is slightly OT, but I want to say that in the past few months, I have cancelled two significant AT&T services (first my DSL, then my entire home phone and home long distance). Yes, they tried to get me to change my mind or to sell me another service, instead. But, when I said no, I'd really prefer to just cancel, they politely and immediately handled my cancellation requests.
Tim | |
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Buttcheeks
Anon
2014-Jul-23 2:44 pm
Re: AT&T does much better than thissaid by timcuth:This is slightly OT, but I want to say that in the past few months, I have cancelled two significant AT&T services (first my DSL, then my entire home phone and home long distance). Yes, they tried to get me to change my mind or to sell me another service, instead. But, when I said no, I'd really prefer to just cancel, they politely and immediately handled my cancellation requests.
Tim That's because they don't want your DSL or POTS business anymore. | |
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newviewEx .. Ex .. Exactly Premium Member join:2001-10-01 Parsonsburg, MD |
newview
Premium Member
2014-Jul-22 4:31 pm
Back to the same ole thing tomorrow ...The only reason that Comcast is "embarrassed" is because their retention modus operandi was publicly revealed. If it hadn't been there would never have been any "head hanging" from Comcast whatsoever.
As always, anything you hear from Comcast in the ensuing days, weeks, as soon as it blows over, it'll be back to the hard-sell retention policies as before and to hell with what the customer wants. | |
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ameniteThe Soylent - It's People Premium Member join:2002-11-21 Ridgewood, NJ |
amenite
Premium Member
2014-Jul-22 5:42 pm
Use the mailPeople forget there is an actual business address where you can snail mail things. In this situation I might just stop the BS, hang up the phone and take 10 minutes to write a letter containing account info and stating to terminate service as of whatever date and forward a final statement of account as of the termination date.
Drop that off at the USPS window via certified registered mail with return receipt. You will either be shut off as requested or have all the ammo you need if going to corporate level should they screw that up.
PS - retain your receipt, and cc: yourself and any regulating agencies as needed - local, state or federal. | |
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| runnoft Premium Member join:2003-10-14 Nags Head, NC
1 recommendation |
runnoft
Premium Member
2014-Jul-23 7:32 am
Re: Use the mailThere's another alternative that works well. Go to the nearest cable customer service office and cancel in-person. Yes, you have to drive there which typically takes some time, but if you're cancelling service, you probably are returning equipment as well, so you have to go there anyway. Mailing equipment back is a bad idea because they may claim damage or non-arrival.
Dealing with telephone cable CSRs with monetary incentives to not cancel you or to upsell you is a bad idea. I've did this in-person with Comcast last December, and it took a 20-minute drive and a 5-minute wait in line and was handled politely and efficiently. They didn't even ask me why I was cancelling. Just checked the equipment in, and that was it. Make sure they acknowledge you're not just returning unwanted equipment but cancelling your account.
It is important particularly with Comcast to get and keep a return receipt listing the equipment with serial numbers that was returned, as they are notorious for claiming returned equipment was never returned, and if this happens, they'll bill you and then send your account to collections for hundreds of dollars even over equipment that is many-years-old and so nearly worthless anyway.
To order new cable service, do it online where you can print out the details of the deal. Doing it by phone, you may get a different and almost always more expensive deal than you understood orally. | |
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| | ameniteThe Soylent - It's People Premium Member join:2002-11-21 Ridgewood, NJ |
amenite
Premium Member
2014-Jul-23 7:07 pm
Re: Use the mailsaid by runnoft:It is important particularly with Comcast to get and keep a return receipt listing the equipment with serial numbers that was returned, as they are notorious for claiming returned equipment was never returned, and if this happens, they'll bill you... Even worse, when I had optimum online, as an early adopter I bought the modem in an installation kit for $129. Months after I had cancelled due to huge rate hikes they billed me $60 for un-returned equipment. By a small miracle I had the original receipt from "Nobody Beats The Wiz" where I had purchased it and they backed down in one call. | |
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Re: Use the mailThe Wiz, LOL - wow, that must have been a long time ago! Those stores were a bit seedy, but, I kind of miss them all the same. | |
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dra6o0n join:2011-08-15 Mississauga, ON |
if we use the 5 stages of grief...then this article shows that Comcast is at bargaining? » en.m.wikipedia.org/wiki/ ··· ss_modelor acceptance? but this only measure their grief to the bad PR, not their attitude on their business practices. | |
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IowaCowboyLost in the Supermarket Premium Member join:2010-10-16 Springfield, MA
1 recommendation |
Horrible supportTheir support is worse than many government agencies. You can get better service from the IRS, Social Security Adminstration, and most state DORs. Even state DMVs provide better service. Our local Comcast office is set up like a Registry of Motor Vehicles office where they have windows like the RMV, bus terminal style seating, and you take a number and wait for the good part of an hour to complete a five minute transaction. I think the only reason they have a local office is they're required by their franchising agreement to have one as it's not the most consumer friendly operation. DirecTV does not have local offices, they deal with shipping equipment to consumers. | |
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| KrKHeavy Artillery For The Little Guy Premium Member join:2000-01-17 Tulsa, OK |
KrK
Premium Member
2014-Jul-23 3:17 am
Re: Horrible supportI'd rate the IRS as top notch in customer service. | |
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Re: Horrible supportI've dealt with the SSA at a local level, and they're top flight when it comes to customer service. Depending on the day of the week or month, you either wait for an hour to be called on or you wait 5 minutes. | |
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| | dfrandin Premium Member join:2002-06-14 Las Vegas, NV |
to KrK
Wrong! IRS does not have "customers", they only have victims... | |
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1 recommendation |
It's a shame...Its amazing that Comcast, who enjoys regulatory capture in a duopoly market where most of their customers are held captive because they don't have another good choice, still has to use Retention Specialists to keep their customers from fleeing.
It says a lot about the crappy service and high prices.
Companies that provide good service at a decent price and keep their customers happy don't have to resort to 2 year contracts, ETF's and Retention Specialists to hold on to customers. | |
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Let folks cancel onlineIf they really cared about making it better they should give people the option to cancel online instead of having to talk to someone. Nothing is going to change and the execs know it just buying time until next fire they have to put out. | |
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It's the same reason Comcast employs sub-standard installation subcontractoryup | |
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TOPDAWG Premium Member join:2005-04-27 Calgary, AB
1 recommendation |
TOPDAWG
Premium Member
2014-Jul-22 11:59 pm
call centres suck.I worked in a cable call centre for a 2 months it's a god awful job. I kid you not you had to meet a sales quota and lets say that is $50 a day and you meet it. now if someone calls and cancels a serve whatever they were paying for it is taken away from your total.
So if you made 50 in sales that day and someone calls in and cancels 20 worth of serves then that is taken away from your 50 and your sales that day are seen as 30 for something you had no control over. It also kills any bonus pay you can get too.
We were also told in a nice way not to go to the bathroom and they would have a chat that went to all the workers that the line leader controlled you had one in every two rows of workers and they would say in there no e breaks.
So a fucking crap job and the assholes who would call in and yell at you like you killed their kids just cause their cable was out. I had no idea people could be so forking dumb over something so damn dumb. | |
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| Grumpy4 Premium Member join:2001-07-28 NW CT |
Grumpy4
Premium Member
2014-Jul-23 6:54 am
Re: call centres suck.said by TOPDAWG:We were also told in a nice way not to go to the bathroom I am in need of work right now, but would rather live under a bridge and eat lawn clippings than take that kind of shit from someone. | |
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DaveDudeNo Fear join:1999-09-01 New Jersey |
They got caughtThey got caught , end of story. They can careless about the welfare of their customers. Oh i got caught boo hoo. | |
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SeleniaGentoo Convert Premium Member join:2006-09-22 Fort Smith, AR |
Selenia
Premium Member
2014-Jul-23 10:08 am
Seems you need to go up the ladder...Does anyone notice that this COO is the first Comcast rep since the story broke that even acknowledges the fact that the company might be doing something wrong? He actually admitted that the employee was doing his job, as well. | |
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DaveDudeNo Fear join:1999-09-01 New Jersey |
There needs to more then one cableco per regionThis is the reason , why Verizon has the entire state as a franchise region , all cablecos should have that same right. Cablevision should be able to enter Philly without question. | |
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Flyonthewall
Anon
2014-Jul-23 10:33 am
They didn't 'go public'This was supposedly leaked from inside Comcast to the outside. They do not want this to go public. Internal comms are never made public. | |
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