Comcast XFINITY → [CustSvc] When Comcast Direct cant even get it right..

This isn't meant as a flame thread towards Comcast's attempt at better Customer Service but an observation. You log a question on the Direct forum that is very specific, it sits there for 2 weeks and finally gets a response. The response is not even closely related to the original question but has a specific answer. You respond back and point out the original question and it sits for another 2 weeks with no response or acknowledgement. Now, I would have not used the Direct forum for my question however my Comcast Business Account Exec mentioned that they would be able to provide more knowledge of deployment dates and specifics as it relates to my specific question since they have their hand on the pulse of all Comcast. Why even put the effort in if the Comcast team doesn't actually read the issue and try to get an answer that is in response to the original question? Just a bit frustrated.

Hi,

Sorry that we couldn't really help with your question. We actually reached out to your market and that is the response that they gave us.

We are a technical support team, not a test & turn-up/deployment operations team. We assist customers with problems with their service, most times residential (and we try our best for Business, but it's not our forte).

Your question is about new deployments in your local market. We have no idea when that is going to happen, as we are not directly involved. Thus, a ticket was opened and the response back directly from the market was posted to you. Granted, it doesn't seem to be the answer you are looking for (as far as Gigabit deployment), but this is all we have to work with.

You may be surprised but most times there are new announcements for deployments, customers find out about them the same time we do (at least from a national standpoint). Your best bet for stuff like that is always asking the local market representatives.

Contrary to their belief for some reason, we don't have our hand on the pulse of Comcast. Our team is specialized in 3rd party integration, A/V, Xfinity Home integration, and Premise/Plant troubleshooting.

Again, sorry we couldn't provide the answer you are looking for, but unfortunately if the local market doesn't have any news on deployments, it's probably the best we can offer.

Why couldn't you say that in the ticket instead of giving me an answer that was not what I was asking? I mean, its not rocket science.. right? I appreciate you answering the question on the public forum and its a shame I had to vent here when you could have simply answered the question on the Direct forum after I asked for clarification to the original quesion. Also, it looks like there is a disconnect between the local Business Ops and Support. Comcast has a long way to go when it comes to providing support to the customer and this is just another example of not providing clear and concise responses the first time a question is asked.