Comcast Cares? Has customer service improved?
I told you last week that I visited Comcast's office in White Marsh recently, didn't I? Spokesman Aimee Metrick was kind enough to give me a tour of the cable giants's customer service center, its dispatch center and the room full of storage servers where all the digital, video and voice signals converge to shoot back to customers all over.
Pretty impressive, I gotta say. It's quite an operation, but the thing that got my attention were the new programs and technology that Comcast has put in place to improve customer service.
Readers of this blog know that Comcast monitors the Internet to address consumer complaints and questions. Comcast has reached out to several readers who commented on this site. Comcast also uses social networking sites like Twitter to keep in touch with customers.
In continuing with this improving customer service theme, Comcast has dedicated a network operations center (they call it the NOC, sounds like "knock") that serves as a help desk for its field techs. In the past, field techs equipped with radios had to wait in line when dialing up the call center, just like Comcast customers. That meant Joe Schmo in the Field had to wait to tell dispatch whether he was missing equipment, in need of a converter box, finished with a job, in need of another tech's assistance or what have you. If the call was dropped (which can happen as anyone who has ever called a call center knows), the tech would have to call back and wait in line again. It was very inefficient, which lengthened service times unnecessarily.
Today, those field techs are equipped with hand-held cell phones that allow them to text a nearby tech, notify dispatch of cancellations or job completions, call customers, and text or call the NOC (without waiting in line) in real time. They also can get real-time updates on service calls. This has allowed, Comcast says, a shift away from missed appointments and those all day service windows that forced customers to sit at home for hours waiting for a tech to show. Comcast say customers are given a two- or three-hour service window now and techs or dispatch are required to call customers to confirm the service call.
Comcast has also developed new technology, that I'm not allowed to share in detail because it's still being tested, that alerts the company to problems before they affect customers. According to Comcast, it's a more proactive approach to preventing outages.
Comcast tells me that since implementing these new programs, customer complaints are down and field techs are handling more jobs, more efficiently. It was impressive, if the new technology I witnessed works as well as they say.
But, I have to ask Comcast customers out there if you've noticed an improvement in service? Are your cable outages few and far between? When you have a service appointment, are field techs making it there on time and completing their jobs without much trouble? Or do you think it's gotten worse, or it's just about the same? In the post from last week about Comcast rates going up, commenter Dave said:
I called Comcast prior to moving into my new home (1 month in advance) to schedule installation. That day I was outside for 10 minutes, came back in and noticed Comcast called. I missed their call, so no installation. I am cancelling service to rate hike.
Are other people experiencing anything similar to Dave? Do you find that what an anonymous Comcast insider told Consumerist last year is still true, that Comcast really doesn't care? Write in and let us know. In my regular duties for the print part of my job, I've noticed that I haven't received many Comcast service complaints in the past year. I'm wondering if that's because complaints are really down because of Comcast's efforts to improve customer service, or have people just given up and come to accept sub-par service?
Categories: Cable/Satellite/TV/Comcast/FiOS, Technology
Comments
The problems with Comcast are ridiculous. I have been very patient over the phone, but the reps are always just apologizing that they can't do anything or apologizing for what's already been done. No one can seem to actually be pro-active in resolving my service problems or in not making billing errors in the first place.
Here are portions of a letter I sent today to Mr. Germano, of Comcast Customer Operations.
My Comcast High Speed Internet Service continues to have problems. The problems are intermittent, so it is impossible for a Comcast technician to be here when I have the problems. I call and report the problem (no internet service), a service tech is scheduled, and then problem resolves itself before the technician can get here. I have been repeatedly told that this is simply the way it is, that there is no way to fix my problem due to the fact that it is intermittent. I tried to schedule a line technician for months without success due to the fact that a service technician has to see the problem before a line tech can be scheduled. Since the problem resolves itself by the time a service tech arrives 3 or 4 days later, this is a ludicrous catch-22.
Finally, a service tech climbed up on the pole outside my house and said that it was indeed a line problem, and that a line tech would be out to fix it. The service was better for a few weeks, but I have started to have problems again. We simply lose our internet connection altogether, or it moves extremely slow (loading the Yahoo! Page takes over 10 minutes). I am frustrated at the possibility of starting the process all over again to try to get someone out here to look at the line. To top it off, I was charged for a service call the last time someone came out. I was never informed there would be a charge, and I can't figure out why I would be charged for a problem that is occurring outside my home.
Prior to these problems, we had billing errors in which we were charged for renting a modem although we own our own. We called to have it corrected, and it would be taken off the bill, but then our service was disconnected. This happened at least twice; the modem pops back up on our bill, we call, and two days later we have no internet service. Although this problem seems to have been resolved, I am noting it to show a history of problems with the service at Comcast.
I have also sat at home for hours waiting for Comcast to arrive, and had them been late time and time again. I have also missed a confirmation call - I was racing to the phone - and had a service appointment very nearly cancelled. The dispatcher acted as if it was impossible to have the service tech come out even though I called back immediately, although she finally agreed. While I understand the concept of a confirmation call, there needs to be some leeway so that you're not trapping people in their home and directly next to their telephone.
Hope one day I'll just sit down at my computer and the internet will work the way it supposed to. Probably will after I switch to WiMax. :-)
DD: This is exactly what Comcast said its new programs and technology is trying to fix. Anyone else experiencing similar problems as Kate?
Posted by: Kate Gardes | October 29, 2008 5:36 PM
We had the same type of problems as the above, and switched to Verizon FIOS. There customer service pretty much the same. None of these big companies really care, because there will always be some schmuck to replace me if I switch to another company. There aren't a whole lot of choices and they know it.
DD: It does make me nostalgic for the rabbit ears I used to use to watch TV.
Posted by: Susan WSNAJ | October 30, 2008 9:04 AM
Well, I talked to someone at "corporate" and let's just say the problems at Comcast go straight to the top. He took the charge for the service call off, but basically told me it was my fault for signing the work order without reading it carefully. I found it later and sure enough, there is absolutely no service charge listed anywhere on the thing. Then he told me he could schedule a service tech to come to my home, but no line tech, because, once again, a service tech has to come out first. As I explained again and again that this problem was INTERMITTENT and therefore wouldn't be a problem when the service tech arrived, he stuck to his script and repeated over and over that a service tech would have to come out first to evaluate the issue. He refused to answer what would happen when the service tech wouldn't be able find anything wrong.
Plus, he claims to have no record of service interruptions for my account prior to last month. We've been calling since June, which the folks at 1-800-Comcast were able to verify for me.
On a much happier note, I just cancelled my Comcast service and bought a XOHM modem (WiMax). It was very quick and easy to set up and the speed is great! Hoping this works out well for the long term.
DD: Wow. So sorry to hear that Comcast didn't work out for you, Kate. It really makes me wonder if others are experiencing similar service problems. I'm excited to hear more about your XoHM modem! Please do write in and tell us how it's working for you.
Posted by: Kate Gardes | November 1, 2008 4:17 PM
Well I can honestly say that it really seems like Comcast doesn't care about there customers. I think that most people seem to just except the way that it is. I live in Texas and have owned my home for 6 years. I have always had trouble with my service. I have highspeed internet and cable TV service. I have always had issues of my TV freezing in the middle of PPV movies or my picture being poor and pixilated, as well as problems with the Internet going on and off all the time. Well after 5 years of Comcast Techs saying my signal was weak, or changing out my cable box or installing amplifiers, I finally had a technician come out in July of this year and determine that my service line from the main tap to my house was bad. Keep in mind that this had been going on post Time Warner Comcast switch in Texas. Well the Technician ran a new line from the main tap, witch was in my neighbors backyard to my house. Approx 125 feet. Well that started another problem. The technician ran the new cable above the ground across my backyard,around my pool, over my fence, down a walkway beside my house, and the hooked it up at the block on the side of my house. He told me that there would be a crew out in a few days to bury the line. Well hear we are and its November 20th 2008 and that line has still not been buried. I have called and called and called, and like always get apologizes and excuses. If I had a dollar for everytime they appologized to me I would not have to pay my cable bill for a year. The customer service people always tell me that my service call has been escalated. WOW!! Hey, I know im just a little man in Texas trying to get some action from a billion dollar company, and let me tell you its not working. You would think maybe, just maybe that after numerous times of the wrong technicians coming out, or they would turn the ticket in as complete, Comcast would do more than to ESCALATE! my service ticket, and reschedule 5 days later for the same thing to happen again. My GOODNES! I guess its just to much to ask for Comcast to say ,Mr. Tice you shouldnt have to wait a day later. We will have someone out to fix that immediately. After all I've only been waiting since July.
DD: Wow, Bill, we're sorry to hear about this. Any Comcast folks out there monitoring the blog? Can you help Mr. Tice out, please?
Posted by: Bill Tice | November 20, 2008 3:31 PM
Just an update. As you might expect I still have the cable strung along my backyard and side of my house. It was really fun trying to entertain 30 family members on Thanksgiving with a lovely black cable everyone had to step on, step over, trip on etc....
Heres the latest timeline adventure that I have been on consistently since Nov 1, 2008.
A must do issued by Comcast to bury my line was scheduled for 11-04-08 Ref# 947575 . No-Show by Comcast Called Comcast. Comcast stated ticket was turned in as complete. Spoke with Comcast Supervisor. Priority rescheduled for 11-11-08 again No-Show by Comcast. Called Comcast again. AGAIN! rescheduled as an escalated priority job for 11-19-08. This time two Comcast workers showed up as I was leaving my house and said they were here to bury my cable. I returned an half hour or so later to discover the Comcast workers were no longer at my house. And yep you guessed it the cable was still not buried. So called Comcast again, and yes same story from Customer Service. Were Sorry Mr. Tice. The Comcast customer service rep stated that the work order showed complete again. WOW!! that's all I could say to him. At this time I cant even put into words how I feel. Again rescheduled priority for 11-25-08, and yes again a No-Show by Comcast. At this time I had cancelled my cable tv service, but kept my high speed cable, only because I have no other option at this time. Well they re-scheduled another priority appointment for 11-29-08 as well as a work order to disconnect my cable tv service. Well they had no problem makeing the appointment to disconnect my service, but still a no-show to bury the cable. So yes I just got off the phone with Comcast again and they stated that the work order had been rescheduled for 12-02-08 and gave me a job# 234627. Dont really know how the job numbers going to help me, after all its the same broken promises of ESCALATED, PRIORITY job#s.
And not to mention the countless hours I have spent on the phone away from my job, away from my family, away from things other than trying to get Comcast to do there job.
Hmm. I wonder if I called comcast and told them I want to "PRIORITY reschedule my monthly payment untill the next month if that would bold well. Probably NOT!
Bill, at least you still have your sense of humor ... let's see if we can get a little attention to this problem. --- lfk.
Posted by: Bill Tice | November 30, 2008 11:15 AM
I have problems with my e-mail comcast told me 3 days, well those day have come and gone. Is there anyone out there that can give me some direction to get there attention
Elsie, try e-mailing We_Can_Help@cable.comcast.com and let us know if you get some resolution! --- lfk
Posted by: elsie | December 20, 2008 2:34 AM
It is now 96hours and I still do not have acces to my comcast account I also have 2 tickets cr148481309 and cr148925691 I just had Keith help me transfer all the e-mail to windows. I cannot believe that the 20 people I have talked to did not do this earlier. Also I had a chat room gal names Nichole tell me that when you say 72 hours that is business hours so at that rate it would take 9 days. I am not happy with comcast to be without e-mail since 12-16 is unacceptalbe
Posted by: elsie | December 21, 2008 12:36 AM
Wow, you all must be my twins. I had the same issues with comcast a few years back. They had to run a new line, because my digital voice phone kept dropping calls and my internet kept going out. I had a wire laying on my yard for over a YEAR! They kept ESCALATING my account too, but it finally got buried. I wanted to go to another provider, but since I live in a virtual forest of a neighborhood, I can't use dish, so I'm stuck with these jokers and their high prices and half butted service.
I am calling today to see if I can get a better price on my service, or I am go with no cable at all. Maybe I can watch streaming tv or something...
sigh...
Debra, come back and let us know how it goes ... --- lfk
Posted by: Debra | January 2, 2009 7:59 AM
Here is a scam by Comcast in certain parts of the country :
a. Customer orders HD package b. Tech shows up with equipment, including DVR box. c. I say " i did not order a DVR box !!?!" d. Tech says "Just between me and you, i install this for you, then i do not have to come back and replace the older box ...wink, wink!!!" e. I say "Fine, as long as i do not get a monthly charge for something i did not order f. Guess what ? I immediately start getting a monthly DVR charge ($13.99). g. I call Comcast to cancel something i did not even order, they tell me they will charge me $29.99 to come and replace the DVR box. H. This is an obvious contructed scam. I have already convinved 27 people to drop Comcast in my area when i tell them about this scam. I am shooting for a hundred, for i think they will actually feel that locally.....Comcast is the worst!
Posted by: Perry White | January 20, 2009 3:00 PM
Iam so disapointed with comcast. They must trained their staff to tell you anything to get you off the line, They continue to put wrong information in the computer and guess who doesen't have cable service. You think you're on top now but with this kind of service it won't be last!!
Posted by: Paige | April 3, 2009 1:12 PM
Comcast will do what they want until the goverment steps in a starts treating Comcast like a utility. I recently finsihed my introductory year with comcast. I called about 45 days ago to specifically ask what my bill would be expexcted to go up to with my April bill. They told me my pakcage would go up from 159 to 199. Imagine my surprise when my bill jumped another 60 on top of that. I called Comcast and got "we apologize for the financial hardship this causes" So I went to the local office and asked for somethign that gives me all pricing including bundled rates for current cusotmers. Their first response was that they could give me pricing for each individual service but that they didnt have a brochure with bundled pricing because the prices had just gone up. I explained to the lady what I was told in February about my rates and was basically told I misunderstood the CSR because all of their reps are well trained and would never tell me that. Finally after several hours of arguing between their call center and local office did I finally get the price that was listed on the City and County of Denver's website.
Posted by: Chris Miller | April 12, 2009 1:27 PM
My entire experience with Comcast has been horrible and it has been exacerbated by the fact that they show me owing for equipment that was remitted to Comcast at the time service was connected at our new home. They then reported a collection on my credit report for equipment that was turned in. I went to the local comcast office three times and called the customer service department on five occasions. Everyone promises to investigate and call me back but no one ever calls back. This is ridiculous. Not only do they want me to pay over $700 for boxes that were turned in but they ruined my perfect credit. I am very upset about this matter and I will continue to write everyone at Comcast until someone understands that we don't have the boxes. We gave the boxes to their inept technician who failed to turn the boxes in and give us the appropriate paperwork. When will Comcast be responsible for the actions of their technicians?????
Cheryl, that sounds awful. Have you tried e-mailing We_Can_Help@cable.comcast.com, or contacting Comcast via Twitter?
Posted by: Cheryl A. of Maryland | May 11, 2009 11:23 PM
Yes, I sent an email to Comcast Cares and I am waiting for a response. I will contact Comcast via twitter today and keep you posted.
Posted by: Anonymous | May 12, 2009 9:15 AM