Comcast Issues Statement Confirming Time Warner Cable Buy → "Superior Experience"

I work for Comcast and I can tell you there is already a push from the top down to provide a much better customer service experience. Unfortunately, it seems to not apply to outsourced (online, Internet, IP phone) reps.

uhm, i just have to ask... so who does it apply to?
maybe business consumers of isp and clec service?

Yeah... like most other things from Comcast, the "better customer experience" will be rolled out slowly in test markets, but will not be "currently available in your area" (with no projected date).

SERIOUSLY?????? are you high?????

I totally agree with you. I also work for Comcast, and for Comcast employees, the focus is on the customer. In my region alone we had an issue with repeat trouble calls. 3 years ago, we created a program for repeats. If a customer had three trouble calls in a 90 day period, we would send out a CT4 or 5 along with a supervisor. Often a maintenance tech would show up as well. Our tech support team would then call the customer and confirm the issue is resolved, and work with Tech Ops to follow up on any issues. After 2 years, our repeat rate plummeted and we now lead the division.

X1 has taken it to an entirely different level. For X1 to work, signal has to be pristine, so the techs often end up doing a complete re-wire when the system is installed.

In the past year alone, we have adopted a new workforce management system that is leaps and bounds more advanced then what we had before. We now have the ability to inform the customer that they are in an outage, and they can elect for an automated call when the outage is cleared. And we have introduced more ways for the customer to communicate with us.

And in the past 3 years we have increased our internet speeds at least 3 times in DOCSIS 3 markets. What use to be 12 meg, went to 15, then to 25. For those on 22 or 25 meg, they went to 50, 50 meg customers went to 105. Now, in select markets those currently on blast went to 105. The prices for internet has not increased much in the past 4 years. The biggest complaint I have heard from Time Warner customers is how they have not had any speed increase in years.

I get really tired of all the Comcast bashing that goes on. I know there are things we can do better, and we are working on it. But we really do care about our customers. Every work order I come across, I do my best to make sure everything is right and the customer is taken care of. In fact, I've been known to spend weeks on an account to get all the issues resolved. I'm not the only one in the company that is like that.

All people care about is what they are paying for. Well, all those channels cost money for comacst to deliver to you. From retrans fees to the local channel, to the network that channel is affiliated with, to all the broadcast channels. And then you get the real barons like Disney and Viacom that demand the cable company to carry the whole portfolio of channels to get the most popular. When they have picture quality issues, they always blame the cable company, when I have found that the number one issue is poor wiring in the house, bad splitters, and poor connectors.

What concerns me about this deal is I have heard that Time Warner has focused on returning money to investors instead of maintaining their systems. So now, Comcast is going to have to upgrade all the systems so they can offer the full portfolio of services to the new systems.

who are these "customers" you treat so well?

residential or commercial or both?

FYI buddy, I'm a maintenance tech for twc and not only have we had what you are talking about for 5 years, upgraded internet to 50/5 in the last 4 years, but also update from the headend to the tap daily. Stop listening to the BS and get the facts. We are excited to work with Comcast, but not idiots.