Comcast Tries to Fix Missed Appointment Problems
Offers Refund if Tech Misses Two Hour Window
by Karl Bode 09:53AM Wednesday Aug 24 2011 Tipped by FFH
Back in June Comcast stated that one of the things the company was doing in order to help improve their traditionally troubled customer service reputation would be to narrow install windows from four hours to less than two
. According to Comcast CEO Brian Roberts, the company is using new dispatch technology and equipping all technicians with laptops and handheld devices to guarantee on- time arrival within the shorter appointment windows. Customers are starting to get new marketing notifications of these changes, which inform users that Comcast is giving users $20 credits (or a free premium channel for three months) if their installation window is missed.
The Comcast website
notes that users will also get the credit if the company fails to resolve "routine issues" with one site visit. Comcast recently outlined these changes during their second quarter conference call with analysts and the press:
...we're improving customer service. Our objective is to fundamentally transform the customer experience, focusing on getting it right the first time and improving the reliability of our service. We're doing this by standardizing best practices from across the country, which has improved both our effectiveness and efficiency. We're focusing on 2 different areas: convenience and reliability. From a convenience perspective, we're making it easier for customers to interact with us and on their schedule. We're providing customers a better online experience, and recently, we've also rolled out 2-hour service windows and a customer guarantee that we'll always be on time.
Based on customer complaints
there's still plenty of work to be done on this front. You can let us know if you're seeing substantive changes with Comcast support by voicing your thoughts in our comment section below.
Santa Rosa, CA
Re: The techs
said by twoodward:If you can't show up in a 4 to 6-hour window, that's sad.
I feel bad for the techs..FASTER FASTER! And, crappier installs.
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| |Steve MehsGun Control Is Using A Steady HandPremium
Re: The techs
said by Gbcue:This is a Time Warner story, not Comcast, but things dont always work out the way you plan. said by twoodward:
I feel bad for the techs..FASTER FASTER! And, crappier installs.
If you can't show up in a 4 to 6-hour window, that's sad.
When I had my whole house DVRs installed from Time Warner, the tech brought two Samsung DVRs. After 2 days I really started to hate them so I called up and requested that they be switched out for Ciscos. I took the afternoon appoint on a Friday, the windows was from noon to 4PM. The tech arrives at around 12:30, with two brand new Cisco 8642s. He said it he thought it was a strange request that I wanted a specific manufacture for my cable boxes but whatever. He hooked up the two DVRs and had to wait for the firmware to download, these boxes where never plugged into the wall before, they were as fresh from the factory as you could get. The DVR in the living room would not take the firmware update for some reason. The tech tried everything he knew and it wouldnt download successfully. He called his supervisor, he had him try another thing or two and then just said try another box. One problem, there were no other Cisco multiroom DVRs anywhere. After 45 minutes of calling around, one tech at the main office for the franchise found one last Cisco DVR, as 99.9% of their whole house DVR inventory was Samsung boxes. That tech drove that DVR put here, which is over 60 miles away.
Im sure that tech had other service calls and appointments scheduled for that day, and what should have been a 10 minute at most box swap turned into a 5 hour ordeal.
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Mount Prospect, IL
Install I ordered Comcast Triple Play for our new apartment, when the tech showed up, it was a contractor and the work order was all screwed up. It was missing 2 outlets that needed to be installed and a additional HD Receiver box. The tech was nice enough to add a outlet to the adjacent room, but to install the 2nd outlet, he just wanted to drill a hole from the outside to the bedroom, which was fine with us and the landlord. However, he didn't have any supplies to properly hide or conceal/protect the cable, so it would of been hanging from one room to the other on the outside, which was not fine with the landlord. The landlord was on the phone with Comcast during the install, Comcast rep on the phone tried talking the contractor into buying the supplies needed, but his schedule was too busy and kept making up excuses. The landlord even suggested using the attic to run the wire, but the contractor reminded us it wasn't on the work order anyways, so he cannot do the job.
I had to call Comcast and complain about the mess, they gave me a $25 credit and scheduled for an actual Comcast tech, not a contractor. But now I have to spend my Saturday afternoon waiting between 4PM-7PM for the tech.
Only good thing was the appointment was setup for 1PM-4PM, contractor showed up at 1:20PM. I have to give the Comcast rep props for ACTUALLY giving me a call back after the install, that same day. Last month I had the pleasure [sarcasm] of dealing with State Farm and T-mobile, on multiple occasions I was supposed to receive a call back, never did.
| |DC DSLThere's a reason I'm Command.Premium
Nothing New They instituted this policy when they took over our system here in DC back in 2002. It was totally bogus.
They missed an appointment ("between 1 and 5PM") and when I called them at 6:30 that evening to find out what was going on and request the $25 credit for missing the appointment, the rep told me I wasn't entitled to it because "the technician was there at 2PM and no one was home." I told her that was simply not so because 1) I was at home and 2) the tech would have had to sign-in and be announced by our lobby attendant. She told me I didn't understand how they worked and tried selling me a bridge. Got a supervisor, who then gave me some BS that first I had called to reschedule for the following day, then that I had canceled the appointment outright. Refused to budge. Filed a complaint with the District. They still refused to make good, claiming that the offer was only good in certain areas, not for customers in the District itself (even though they were running TV and print ads proclaiming "Great News, Washington DC!")
Even after hundreds of similar complaints and multiple fines, they never credited customers as promised. They sent out a mailing after the last fine they got slapped with, proclaiming they had now "fully settled the matter with the District government" even though DC said people were still due credit. In 2008, there was a notice in the bill explaining a $2.50 credit was "required to discharge a previous settlement with the District regarding missed appointments."
Maybe this time they won't be such asshats.
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Re: "cancelled" appointments? I could have written the first paragraph of your post myself. I tried for two months last year to get a new drop to my house installed because the old one wasn't providing a usable signal. The installer discovered that fact when he initially did the installation, so he ordered a truck to come out and do it. Needless to say, they never came. The appointments just kept mysteriously disappearing in their system. When they did actually honor them, they just sent regular installers/techs, who obviously couldn't do anything because they didn't have a bucket truck. One of the most infuriating incidents was when they were supposed to come out on a Saturday. Again, it wasn't going to be the truck, just another tech, but I was willing to take what I could get at that point. So someone called to see if I was home. Well, I just missed that call, but I grabbed the phone and hit redial. Naturally, the call didn't ring back to their local office but instead went to a call center, and, even though the CSR came on the line quickly, they had already gone in and canceled my appointment by then. She actually could see them doing it but wasn't able to stop them.
Then I happened to talk with the lady who sold me the house, and she said they'd been trying to get that drop replaced for two YEARS. I found out the next day that AT&T had just turned on U-verse in my neighborhood, so I ordered it. As it happened, Comcast still had an appointment to come out, and, since my U-verse install was still three weeks away, I decided to see if Comcast would miss that appointment, too. They did.
But the joke's on them. Since then, I've helped at least five people get rid of their craptastic service.
Re: Stop treating your CURRENT customers like dead weight What you describe isn't just limited to Comcast. About 11 years ago, I worked for a regional ISP that had been bought out by a national company. We weren't fully integrated into their systems yet, so we couldn't help customers outside of our region, but we occasionally got misdirected calls. I got one from someone who wanted a high-speed business connection and wanted to know what they could get from us. Since they were in the area served by our SLO office, I called them and got someone on the phone. I told her that I needed her to call back a potential customer, tell them what kind of connections were available in their area, such as ATM, Frame Relay, etc. (that was determined by the telco infrastructure where the customer was), and see if she could make the sale. Her response was that the customer needed to first contact the telco to see what kind of connections were supported in their area, then call her. I couldn't believe what I was hearing. I explained to her that determining what the company could offer them was HER job, not the customer's. We went round and round about this for a few minutes, at which point she seemed about ready to curse me out but agreed to call the potential customer. I seriously doubt she did. Why I didn't immediately call her regional VP is still a mystery to me. I should have.
Good service here Ten days ago, on a Sunday morning, my Internet service died. I called Comcast. A CSR with no foreign accent took the call and handled it great. She could see the modem but couldn't ping it. She scheduled service for Monday morning in a two-hour window.
The guy came on time and quickly narrowed it down to a bad outdoor TV-Internet splitter that was probably 5-10 years old. He replaced it with a new splitter. He went up the pole, said he saw some other minor issues and told me he would call in a line tech to the amp down the street to make some adjustments. He explained that the connection would briefly go down again while the line tech was there. As he was leaving, I offered him a tip and he waved it off and went out of his way to thank me for choosing Comcast. The line tech came, made some adjustments, and then checked the signal at our splitter again and pronounced it better.
Bottom line: A's all around for timely, efficient, effective, courteous service, and this is what I've had from Comcast for several years. I do not dispute that other people have had horrible problems and that CC's overall ratings for customer service are poor. All I can do is relate my experience, and it's been great.
| |dvd536as Mr. Pink as they comePremium
Re: You only get credit if they don't cancel the appointment
said by jjoshua:So this is pretty much a PR move.
This just happened to a friend today...
She had an appointment and the tech didn't show up. She called comcast to complain and get her credit. The rep told her that her appointment had been canceled and that she wouldn't get a credit.
if they know they won't make the appt, they'll cancel it so they won't have to pay. meh. pfft.
Oh YES! let me drop everything i'm doing regardless of who it affects to deal with your petty little problem!