07-17-2012 11:04 PM
I have been reading some of the stories listed here; and my level of frustration seems no different than many posters here. I was reading one such post and the Comcast culture was mentioned.
After my earlier attempts to talk with a retention person, now the office is closed (9:00 p.m. Central) and if I want to add services, have technical issues or have questions about my bill, I can talk with someone.
The issues many people have are obviously by design. Each department specializes in different areas, and it appears in their specific areas of expertise, they are ill trained at best.
I am in retail sales and if I did business the way Comcast does, I would lose my job. There are so many layers to this company. You can't ever seem to talk with anyone who has authority to do anything except to transfer you to someone else. With a company as large as Comcast, this can't be by chance, it is by design.
I will try again tomorrow, spending more time on hold, and allowing the poorly trained and uncaring employees of Comcast to drive me further away from this company.
It isn't just Comcast that suffers from this issue. Customer service is lacking in so many businesses. Companies are allowed to hire employees at lower wages due to the economic conditions in this country and this is what you get. Higher turnover rates, no work ethic and employees with no plans of staying around 20 years like our fathers did.
07-17-2012 10:02 PM
I have been on the phone on hold for about 20 minutes. I called the local number for Nashville and the first time when I came to a prompt to discontinue service, I was on hold for 10 minutes, never speaking to a human. I called back and this time chose a different prompt. I did get a human this time! She ran me through the drill of name, address, phone number and asked me how she could be of service. I told her I wanted to discontinue two of my three services and she said she could not do that but would enter notes into the system and would have to transfer me to the retention department, I think.
There was a group of people laughing and carrying on in the background and it was very difficult to hear her. I was transferred to customer retention and held for another 10 minutes. I know there are people there, just not the ones who will help you. I am amazed how you can have a retention department and not have anyone there to help retain you as a customer.
This is one of the reasons I am transferring my cable and phone to other companies and just staying with Comcast for internet for now. When I find a suitable replacement for internet, I will transfer that as well.
It is amazing a company like Comcast-xfinity has such poor customer service. It seems to me that a company would be trying to keep customers, not alienate them even further and assure that customer never returns, no matter what.
07-18-2012 05:35 AM
You sure nailed it on the head about HORRIBLE "customer service" -- Comcast and elsewhere ('tho Comcast takes the cake).
Employees poorly trained OR don't following training.
The laughing/gum chewing/eating-while-talking ... big No, No for customer service
Comcast gives their phone agents egotistical titles ("customer account EXECUTIVE"). Yeah, right.
Businessman once told me, "My customers keep me in business, which allow me to PAY YOU. If you don't like dealing with customers ... get another job."
Last I knew, "customer service" meant providing service to customers ... not the other way around. Maybe that's why we're called subscribers to Comcast ?
Please", "thank you" and "you're welcome" never go out of style.
07-18-2012 08:04 AM
Last I knew, "customer service" meant providing service to customers ... Not the other way around. Maybe that's why we're called subscribers to Comcast?
Thank You,Thank you so much for putting in words what so many of us feel. Here is my 2 cents worth about Comcast. All is from Comcast people. The office is here for you to pay your bill,call the 800# for more help. Its your equipments problem not ours. Use us or not we don't care,we are the only one here.
I thank you are correct we are just subscribers,not customers.
07-18-2012 10:23 AM
The whole company is not like that. In areas with large populations and heavy competition they are very good. I have no issues with them, I have 4 options for cable service so they have to be good or they lose their customers.
07-18-2012 10:55 PM
I am truly glad you are in a better situation. Maybe it is just in our local market or due to the fact I don't live in Metro Nashville. I once heard "when value exceeds price it is a good deal" and that has always stuck with me. I personally don't think comcast offers a good deal any longer.
07-18-2012 11:35 PM
Not just large population areas have good service. I live in a small town. The people at the local office care. Overall service is good. It may be the old fashioned work ethic for our region also.
I have seen some minor changes in the openness of the local staff but I put that down to the change from Time Warner to Comcast and a different culture within Comcast to limit communication. Even with that it is still better than things I have seen posted here.
And we have limited competition; local telephone company that is a little cheaper on costs for tv but limited in channel offerings along with the two satellite providers.
Biggest thing I have noticed is that Comcast calls itself a communications company and I don't think they cut it with their own internal communications. And that can affect service.
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