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New Comcast App Will Allow You to Track Technicians' Locations

As part of the company's attempt to shore up lagging customer service (or to at least shore up the perception of lagging customer service) Comcast today unveiled a new app that will let customers track where a technician currently is located. Waiting all day for a technician that never shows up is a large reason for the cable industry's abysmally low customer satisfaction rankings, and Comcast and their new "Customer Experience" VP Charlie Herrin hopes the new app helps to change that.

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According to a Comcast blog post, the new app will eventually be made available for free through the company's MyAccount app, and begins trials outside of Boston this week.

According to Comcast, customers with scheduled appointments will be alerted by the app when their technician is about thirty minutes away from arrival, with customers able to track the tech's location on a map. If the tech is running late, Comcast says, users will be provided with real-time updates explaining precisely why.

"We’re hoping this will prevent our customers from just needing to sit at home and wait," says the company. "If all goes well, we’re hoping to bring this new experience to customers in the new year."

The solution sounds promising, assuming it works. Customers have all-too-often been paid lip service by cable phone support, which will often claim a technician is right around the corner -- even in cases where they have no idea where the technician is. If the app accurately tracks technicians it sounds like a great idea; if it's the equivalent of a digital pacifier that falsely promises that the tech is "right around the corner," it obviously won't solve what ails Comcast support.

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spewak
R.I.P Dadkins
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join:2001-08-07
Elk Grove, CA

4 recommendations

spewak

Premium Member

Comcast, where is my Installer?

He is under your bed......

StuartMW
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join:2000-08-06

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StuartMW

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