07-10-2012 08:21 PM
"Activiating this service couldn't be easier. Just call the phone number and it will take you thru the steps."
If only I had known how wrong this statement would be, I would have considered taking my money elsewhere. First and formost, I have had good experiences in dealing with people at the Comcast store. 2/3 of the sales reps were knowledgeable, personable and professional. The third just barely made the mark. Overall though, it was a good in-store experience.
Where this company fails is in its customer service and support. Originally I signed up for internet and cable for my apartment. I took my equipment home, installed it as directed and attempted to activate. The activation failed over the phone and I was sent to a customer service rep. After about 30 minutes of insulting troubleshooting steps (as if I didnt understand how to make sure it was plugged in, or the reset button was some mysterious device created exclusively by Comcast) the rep agreed that I was stuck and was going to transfer me to someone else to help. After 5 minutes the transfer failed and he picked back up and asked again what my issue was. I repeated it back to him and he said for me to hold.
This is when it turned into a nighmare. I was transfered to a branch office in Portland Oregon (I live in Sacramento). When the person picked up at the branch it took us a few minutes to both realize what happened. He was kind enough to transfer me to Sacramento. The rep there was, again, professional and on the ball. He arranged a on-site installation appointment the next day. I was encourged by this and hung up feeling frustrated but understanding that not all things work right on occasion.
Several days later I realize that my cellphone does not get good signal in my apartment. So I decided to add phone service to my plan. Another good trip to the sacramento store and I walked out of there with a phone number and a new wireless router. I got home, installed the new router and I have to activate it by phone. Again, it fails but this time I have an out... the webchat help! I thought this was an excellent feature and would be far superior to phone support.
During the webchat help another round of insulting troubleshooting is performed. I was honestly asked if the computer I was using to access the internet (and the chat) was turned on. I know this seems hard to believe, so I took a picture. The encounter ended with the new router installed, activated and running like it should.
A day later (today) I finally recieved my household goods from my movers and attempt to activate my phone using the "easy" steps. Again, it fails. This is where the story takes a turn from the frustrating to the down-right embarassing for comcast. I engage the webchat help and am talking to a rep who takes about 2-3 minutes per answer. Not bad considering I did not wait long in line for a rep (5 minutes max). This rep tried ZERO troubleshooting steps and says he needs to transfer me to a billing department. The billing department says its not their problem and transfered me to the phone department.
When I finally get to the phone rep, they ask me for a phone number to call me back on incase we get disconnected. This is during a webchat session to find out why my phone does not work in the first place!
I have drawn a few observations about the last several experiences:
1) Comcast has a great instore representation in order for you to spend money in the first place. But once you become a member, the customer service guarantee is idle lip service. I completed their customer service survey and stated my disapointment and never heard back.
2) The customer service department is heavily scripted and lacking truely professional service. It is similar to generic call centers that do their best to shirk responsibility. There should be more emphasis on handeling customers when they are frustrated.
3) There does not seem to be a clear set of instructions on who is responsible for what. I have been transfered to more departments then I care to count. Suffice it to say that I have been transfered more times by Comcast then amount of times I have called in the first place.
Comcast has been a huge dissapointment for me. I do not plan on renewing my service after my bundle deals expire. I would rather deal with 3 companies for service then one poorly serviced monster.
07-11-2012 09:24 AM
I'd suggest you drop a note to Comcast Corporate Customer Service (firstname.lastname@example.org) with a link to your post and your contact info. They may be able to help you out.
07-11-2012 09:38 AM
Try posting on Twitter and Facebook. More people will see it there,and Comcast will move faster. Also email:
William (Bill) Gerth Comcast Cares email@example.com (215) 286-1700
Robert Sacunas Director, National Customer Operations at Comcast firstname.lastname@example.org (215) 286-1700
Mike Decandido Senior Vice President, Call Center Operations email@example.com (reports to Rick Germano.) (215) 286-1700
Rick Germano Senior Vice President of Customer Operations at Comcast Form email firstname.lastname@example.org (215) 286-1700
Chief executive (*)
Brian L. Roberts Chairman and Chief Executive Officer Comcast Corporation email@example.com
Also remind of there own motto:
Every Comcast employee is dedicated to meeting the commitments above and to exceeding your expectations. We are working very hard to serve our customers better and listen carefully to their feedback.
Most of the experts here try to help people.
07-11-2012 02:06 PM
Respectfully, I would suggest you use the "We Can Help" email addy that I-am_Nerdberg (sp) posted. They actually DO respond as I've had to use it twice.
Emailing those various folks at Comcast corporate is - to me - pointless. Executives tend to have aggressive 'junk' filters, and I suspect that it's their assistants who go thru the boss' correspondence. Also consider the number of emails they receive ... odds of a response are slim. Go ahead, but I doubt it would get a response.
FWIW, your chat experience has to be one of the "best" (in terms of winning the "clueless chat rep" awards).
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