Customer Service

[darcy03]

I feel that Comcast is very un fair to its long time loyal customers. case in point; they have all these new promotional saving for new customers, but we the long time loyal customers we get nothing. I don't know about the rest of you long time customers, but I feel real bad when I see a new Customer getting the same service I'm getting, but only paying $99.00 a month for 6 months, where I am paying 150 per month. I've been with comcast for 20yrs, and to see someone new get such a deal and Me a loyal customer gets nothing. It seems to me that Comcast could give us the same deal, after 6 month we go back to our regular payment. No matter what it seems they could give us some kind of deal when they have a promotion for new customers. If I'm not the only one that feels this way we should let comcast know. I don't want to cancel my service, go to another carrier, then come back to Comcast as a new customer. Don't get me wrong I love the service I've been getting from Comcast. But I just think its unfair that we get nothing for being a long time loyal customer. let me know how you feel, better yet let comcast know........

Darcy

[markipsha]

I agree completely.  Especially since our bills are paid on time every month.

[newbomb_turk]

sorry but they dont seem to care about us longtime users

[jason95821]

why would they care they want to get more pepole to sighn up **bleep**  the pepole it already has and thats there down fall

[CajunTek]

Gee, ATT gives long time customers a discount.... don't they?.... Oh that's right.. no they don't

Time Warner maybe?... nope

 Verizon?  Not them either

Cox? Uhuh

Charter? No joy.

I could go on, but I won't.

[Koinos]

While I understand the need to lure new customers with promotional pricing it seems to me having a current customer stay is pretty important as well.

Sounds like a great marketing ploy!

10% off the bill for every year you've been a customer. Would have to set a ceiling as they are in the business to make money.

The longer you've been a customer the lower your service should cost.

Whenever a new promotion is advertised make a point of saying this is automatically applied to customers with the company for five years, or something to that effect.

Seems a perfect way to build customer loyalty to me. 

I mean when you think of it, it costs more to get a customer when you add up advertising, installation, billing startups and everything else. Not to mention having to get a repair person dispatched to do the disconnect/reconnect for all those subscribers who are constantly jumping to the next best deal.

Message Edited by Koinos on 01-12-2010 02:15 PM

[darcy03]

I think if we who feel that its unfair the way comcast treats it's long time loyal customers, we should let comcast know, we should all send a email to the company and let them know how we feel. What have we got to lose and everything to gain. lets start sending them emails..............

[Again]

Hey, try it with your other utilities and banks and let us know if they'll give discounts, too.  I'd be interested in knowing if it will work for more than just Comcast......

[kitasmomie]

You notice that no one from Comcast jumped in on this one? 

I've been a loyal customer for many years - even convinced my husband that he didn't need Direct TV.

But, gees, everytime I open that bill, I want to vomit.  Have gone back to customer service a couple of times to reduce my service, but since we're in a grandfathered plan, if I reduce my service - I'll pay more.

I would like to see them charge for the amount of time the service is used - like the electric, water companies.  That way you can control how much you spend.

[markipsha]

I think that is a a good idea....we only watch TV in the evening, usually for 2-3 hours.  The rest of the time the TV is off.

[markipsha]

Comcast does not give loyalty a discount because we're the ones picking up the tab for those new customer promotions.  Why would they want to give us a discount?  What they really need is a competitor who offers better deals and rewards loyalty.

[CajunTek]

Let's see in most areas there is a competitor, either Verizon or ATT or some other dsl carrier for Internet and someone else for TV (Satellite...) 

None of these offer any loyalty discounts or promotions. So this idea is moot..

and the concept of paying for what you use has gotten Time Warner and others in lots of trouble as people protest it and drop those services in large numbers (Check what happened to TW in their pilot program of pay as you play in Beaumont Texas)...

[Queen-Evie]

4 tvs. All of them almost constantly on and being watched. I shudder to think what the bill would be if I had to "pay as you go". Most likely it would be more than what I'm paying now.

Now the wrinkle in tv watching: Except for a few minutes each day of watching Weatherscan, EVERYTHING I watch has been recorded on DVR. If my tv is on, I'm watching a recorded program.

I might have 1 or 2 programs recording as I watch something else.

Will I be charged for "viewing time" if I'm watching a recorded program? Will Comcast charge me because something else is being recorded even though I'm NOT watching it? Will I be charged if the tv is OFF but something is being recorded?

Would I be charged if watching something from ON DEMAND, which is included in my package?

[markipsha]

Good point!

[slouke]

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Queen-Evie wrote:
... Will I be charged for ...

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I leave my Comcast-supplied MOTO DVR on all the time, I guess I will be charged for 24/7 TV watching...

[WarEagle57]

My TiVo doesn't even have an "off" button.  Not only that, but it frequently records lots of stuff on its own. 

[slouke]

What?  That's heresey.  There's nothing ever wrong with TiVo...

 

[WarEagle57]

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slouke wrote:

What?  That's heres{e}y.  There's nothing ever wrong with TiVo...

 

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I agree wholeheartedly.  I didn't say anything was wrong with it, just another example of the pitfalls of "pay as you go".

[woofdog]

Have any of you called in to see if there is anything they can offer you? Just because there are "new customer" promotions out it doesnt mean current customers can never get anything. it may not be the same thing they are getting but it will be something.

  Keep in mind those new customers will soon enough be established customers and will have to make the same decisions as to the services they may want to keep at full price. 

  Call them, discuss with them, be respectful to the representative (its not their fault) and see what they can do for you. Worst case scenario? They say no.

  Good luck!

[Thaselden]

In the past hour I have been laughed at, hung up on and flat-out disregarded by multiple Comcast customer service reps.  Comcast's customer service and treatment of loyal customers deserves an "F". 

My 6 month "new customer" promotion expired recently and when I tried to speak to someone about a new promotion or current customer discount, they told me there were two options:

1. Pay the new rate because they had nothing to offer

2. Sign up for a slower and cheaper internet package

Furthermore, when I asked to speak to a supervisor or manager, I was hung up on.

To top it all off, Comcast is now charging me more for my cable box and DVR because their technician installed the wrong box and now I am being charged more for their mistake.  Comcast's response; "We will have a technician come out and change the box."

I'm sorry but these types of responses are unacceptable.  You should be wanting to keep your loyal customers and work with us, instead of against us.  I will now be spending the rest of my night researching new cable and internet providers that value their customers.

[Again]

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Thaselden wrote:

In the past hour I have been laughed at, hung up on and flat-out disregarded by multiple Comcast customer service reps.  Comcast's customer service and treatment of loyal customers deserves an "F". 

My 6 month "new customer" promotion expired recently and when I tried to speak to someone about a new promotion or current customer discount, they told me there were two options:

1. Pay the new rate because they had nothing to offer

2. Sign up for a slower and cheaper internet package

Furthermore, when I asked to speak to a supervisor or manager, I was hung up on.

To top it all off, Comcast is now charging me more for my cable box and DVR because their technician installed the wrong box and now I am being charged more for their mistake.  Comcast's response; "We will have a technician come out and change the box."

I'm sorry but these types of responses are unacceptable.  You should be wanting to keep your loyal customers and work with us, instead of against us.  I will now be spending the rest of my night researching new cable and internet providers that value their customers.

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I've notified a moderator to look in to this.

[jakdee]

I too have the same problem with Comcast. My monthly bill is $50.00 more per month for less service than a new customer. I have been with Comcast for many years. When I contacted what they call a customer service department I was told too bad that’s the way it is don’t like that I could get transferred to the disconnect department. Well I feel Comcast is disconnected with reality. Satellite service providers ads depict the cable execs as incompetent morons. I guess they have it right. Comcast is willing to settle for $0 per month instead of giving me what they are offering to new customers at $139.99 per month. This makes absolutely no sense what - so - ever. Well Comcast I will switch to something else unless I get some kind of resolve to this issue. Time is running out for you. I and all of the rest of these people, with the same complaint have something you need, it’s called money. Fix the problem or you will have to get two new customers instead of one. That's one to take my place.

[CL_Gilbert]

Leave.  Call them and then leave.  If you can't go without Comcast for even a few months, then they are right to say no to you since you are addicted.  Its business not love.

It cost them more for you to leave and return than for you to stay.  They should accomodate your threat, but probably will have a hard time if you have never done this.

I should add that we have pretty good people in my neighborhood that work to keep customers signed up.  It may be different in your place and they may just not care.  I'm sure the company cares, but its the luck of the draw sometimes.  In any event, its about time for me to leave again.  Especially when it warms up outside I will probably cancel all together this summer.

[Eugene1949]

Comcast only cares about the money they get the **bleep** with us long time customers we don't matter, that is why I am closing my account and going else where, customer service does not exist with Comcast and prices just keep going up for long time customers. So bye bye

[JustSoDisgusted]

Since when is Cable service a "Utility?"

If it was then it would be included when applying for aid or other financial statements. But it's not. Cable, telephone and internet are NOT Utilities. Even though anyone living in this day and age MUST have them to stay "connected" they're still simply CHOICES.

Yes, I think longtime loyal customers DESERVE some sort of a discount for staying. I have had Comcast for over ten years. I remained a customer when I moved halfway across the country and decided to keep Comcast.
We should be repaid for our loyalty and tenure.

[JustSoDisgusted]

Thaselden wrote:

In the past hour I have been laughed at, hung up on and flat-out disregarded by multiple Comcast customer service reps.  Comcast's customer service and treatment of loyal customers deserves an "F". 

My 6 month "new customer" promotion expired recently and when I tried to speak to someone about a new promotion or current customer discount, they told me there were two options:

1. Pay the new rate because they had nothing to offer

2. Sign up for a slower and cheaper internet package

Furthermore, when I asked to speak to a supervisor or manager, I was hung up on.

To top it all off, Comcast is now charging me more for my cable box and DVR because their technician installed the wrong box and now I am being charged more for their mistake.  Comcast's response; "We will have a technician come out and change the box."

I'm sorry but these types of responses are unacceptable.  You should be wanting to keep your loyal customers and work with us, instead of against us.  I will now be spending the rest of my night researching new cable and internet providers that value their customers.

---

This tactic of "installing the wrong box" is typical actually. They pulled that on me when I lived in another state...and again after I moved to my current location. It's actually done on purpose to force customers into paying a higher box rental rate! 

Trust me, it was NO "Mistake."

[1gemlady8347]

I AM WAITING FOR THE NEXT COMPETITOR ADVERTISEMENT AND MOVING ON. I AGREE ON THE "POOR" CUSTOMER SERVICE. WHEN I WENT TO MY LOCAL OFFICE FOR SERVICE THEY RUSHED ME OUT THE DOOR AND SAID CALL CUSTOMER SERVICE. ON LINE I ASKED FOR HELP THEY RESPONDED GO TO YOUR LOCAL OFFICE OR CALL THEM. I HAVE EXPERIENCED COMCAST CUSTOMER SERVICE REPS BY PHONE IN THE PAST 3 YRS, VERY POOR SERVICE. THESE REPS BY PHONE DONT CARE FOR US LOYAL CUSTOMERS. WHAT THEY DONT REALIZE IS WITHOUT US THEY HAVE NO CUSTOMERS TO SERVICE....NO CUSTOMERS...NO JOBS. THEY WEAR THE MENTALITY OF "DONT SEE THEM, DONT WORRY ABOUT THEM". AS OUR BILL GOES UP BECAUSE THE "BUNDLES" EXPIRED AND WANT TO GET A BETTER DEAL THEY DONT WANT TO BOTHER WITH US....SO TIME TO MOVE ON.

[aleet]

I totally agree.  It is ridiculous.  I only have HD TV + HSI, it is $40 more per month compare to Triple play at *competitor*.  On top of that, *competitor* gives free mini netbook.  I talked to CSR.  They deny Comcast has any netbook promo ever, which is not true as seen in Comcast's own forum.  Don't give the netbook promo is one thing, but being ignorant not knowing current own promo and claim customer lying to get promo is another story.  Another thing CSR pressure customer is, Comcast don't have 1 or 2 yr contract.  Look at my account history!  I live in my house for how long?  Comcast, PLEASE do lock me in for a low rate for 2 yrs!!!

Let me see, For $40/mo less, I will get a free HP netbook, free DVR rental I didn't have, extra phone service I didn't have.  These are standard rates which I don't have to argue with CSR and claim to be a liar.  Comcast, you are making this so difficult for me.  If it is a $10 different *AND* same level of service, I can understand.  But I had been cheated for this much different for being a loyal customer?!?!?!?!  Comcast, you are sending us a very clear message that you DO NOT want our business.  I am getting your competitor flyer for the last 2 months every week I open my mailbox.  They are agressive to get me as their customer.  What are you going to do?

You can delete my post saying no non-comcast promo.  You are just a frog living under a well.  Censor your own customer in your own forum does not mean millions forums out there are not exposing the truth.  Wake up and see what other companies are doing in the real world!

I understand it is tough for everyone at this economy.  This thread, you see csutomers not satisfy and a real situation from your competitor.  Are you going to redeem yourself?  Or your business model is charge customer for high rate as long as possible until they switch to competitor?  And spend all those unfair high rate to install the giant high tech screen at Philly Comcast Center?  It is impressive, but it made me sick to know extra money I had been paying is for that!

[aleet]

I took the advice from other forum, to *beg* CSR to lower my rate.  They did.  I now pay $10 more than competitor rate for 1yr contract  (Competitor 2yr contract is $20 cheaper still), but without netbook, DVR, phone service.  Right now I am at least not as furious as before.  It still need customer to call in and beg the CSR.  What happen to do the right thing?  Some post ago, someone said Comcast exec might want to do the right thing but a big tree must have bad apple.  Ture only to CSR attitude.  But the exec still dictate the billing model -- not to inform the customer of their deals.  It is availabe only if you ask.  Sure sure, business has no love.  So no hard feeling for me to leave to competitor either.  I am sure Comcast is ok w/ that, but I do belive the other poster that it cost them more to disconnect a customer.  I guess Comcast has to *force* their customer to leave then *hopefully* come back to make their number for new customers statistic.  It is sad.

[parker12604]

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CajunTek wrote:

Gee, ATT gives long time customers a discount.... don't they?.... Oh that's right.. no they don't

Time Warner maybe?... nope

 Verizon?  Not them either

Cox? Uhuh

Charter? No joy.

I could go on, but I won't.

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Does DirecTV? YES!! Since 2008.

To say “Thank you!” to our most loyal and tenured customers, and in support of the  company goal of achieving excellence in customer satisfaction, a loyal customer program launches today. Our more than five million customers who have been with DirecTV for three or more years and have a good DIRECTV account history are eligible under this program. Beginning today, CSRs will be able to meet our loyal customer’s WINs (wants, interests, needs) with special loyalty offers of free equipment, a free service call and even a bill reduction. Our loyal customers will receive an anniversary card thanking them for their loyalty and notifying them of a free anniversary gift of programming, equipment upgrades, Pay Per View credits and more, which will automatically be placed on their account. 

[Barmar]

Comcast did something like that last year, they gave long-time customers a choice of a speed increase or coupons for a few On Demand movies.

[monec]

Parker is spot on here. My cousin has been a Direct TV customer for some time. They hit some anniversary mark and was offered all the HBO and Showtime channels for a year - FOR FREE. Just as a thank you for being a loyal customer. Comcast didn't offer anything near that when they tried a "customer reward" program last year, which, I no longer see available. Where is a customer supposed to find these "rewards"?

[CajunTek]

But..... DirectTV is not an ISP and has no requirement to support a large Internet population....

That's comparing apples and oranges...

[parker12604]

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CajunTek wrote:

But..... DirectTV is not an ISP and has no requirement to support a large Internet population....

That's comparing apples and oranges...

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What does that have to do with the price of tea in china?

This thread is about a tv channel provider NOT offering LOYALITY anything, I posted that another one DID. That's comparing apples to apples.

Are you stating that because comcast offers internet that we that have tv service don't matter?

Oh and by the way DirecTV DOES offer internet;

Satellite Internet powered by WildBlue™

DIRECTV delivers high-speed Internet (up to 1.5Mbps) powered by WildBlue™ to any home, virtually anywhere in the country. You don't even need a phone line. For as low as $49.99 a month for 12 months (up to 512 kbps) you can keep an "always–on" connection — watch videos and download photos and music. This is the best offer you can get on satellite Internet. And it's available only from DIRECTV.
Call 1-800-531-5000 to order

[CajunTek]

Give satellite Internet a try... (and like the thing says not provided by Direct TV but by Wild Blue...) You'll just love the 300 to 500 ms latencies..

[Tyronius]

if you have the time to do it and there are other providers in your area, just switch at the end of your contract. Thats what I do every time. that insures you always get the best market price for services rendered and don't have to deal with ppl that treat you like a statistic rather than a fathful customer. treat them as they treat you... be a capitalist!!!

[whatsgoinonhere]

On 3/15/10 at I received a call from a customer service rep. from "collections" re: my balance. I asked that he call me back in 20 min. so that I could access my previous payments. When this person called back at 7:39, I let him know that I had made the payment on the account. Without pause, he hung up and I heard a dial tone. Were we disconnected? I think not! Clearly this person decided that "civility" was not a part of the dialouge. My question is this — how can this be defined as "service"?  And more importantly, is "Comcast" monitoring these calls that these reps are making to hold them accountable? Because if they are not, rest assured that they will do exactly what will inevitably "sully" the reputation of "Comcast". Oh, that's right it's already sullied according to this "support" forum. Perhaps this is falling on mute ears but —Comcast needs to get a firm "hold" of these so called customer service reps. and make sure that they understand what "is" and what is "not" acceptable when dealing with customers (however delinquent) whose current and future business is directly linked to their jobs. Comcast can do better. Will they? Perhaps they lack motivation. I wonder what really motivates them? Could it be the almighty "dollar"???

Message Edited by whatsgoinonhere on 03-15-2010 09:38 PM

Message Edited by whatsgoinonhere on 03-15-2010 09:40 PM

Message Edited by whatsgoinonhere on 03-15-2010 09:40 PM

[BethKatz]

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whatsgoinonhere wrote:

On 3/15/10 at I received a call from a customer service rep. from "collections" re: my balance. I asked that he call me back in 20 min. so that I could access my previous payments. When this person called back at 7:39, I let him know that I had made the payment on the account. Without pause, he hung up and I heard a dial tone. Were we disconnected? I think not! ...

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I agree that you should be fuming.

However, is it possible that this was a phishing call and not really from Comcast?

[lunski]

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whatsgoinonhere wrote:

On 3/15/10 at I received a call from a customer service rep. from "collections" re: my balance. I asked that he call me back in 20 min. so that I could access my previous payments. When this person called back at 7:39, I let him know that I had made the payment on the account. Without pause, he hung up and I heard a dial tone. Were we disconnected? I think not! Clearly this person decided that "civility" was not a part of the dialouge. My question is this — how can this be defined as "service"?  And more importantly, is "Comcast" monitoring these calls that these reps are making to hold them accountable? Because if they are not, rest assured that they will do exactly what will inevitably "sully" the reputation of "Comcast". Oh, that's right it's already sullied according to this "support" forum. Perhaps this is falling on mute ears but —Comcast needs to get a firm "hold" of these so called customer service reps. and make sure that they understand what "is" and what is "not" acceptable when dealing with customers (however delinquent) whose current and future business is directly linked to their jobs. Comcast can do better. Will they? Perhaps they lack motivation. I wonder what really motivates them? Could it be the almighty "dollar"???

Message Edited by whatsgoinonhere on 03-15-2010 09:38 PM

Message Edited by whatsgoinonhere on 03-15-2010 09:40 PM

Message Edited by whatsgoinonhere on 03-15-2010 09:40 PM

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Hello,

Are you able to email your best contact number, service address, account phone number and experience to my email address below? Please include a link to your post and copy of the post so I am aware of the issue.

Thank you.

[whatsgoinonhere]

thanks....good advice that I may very well take you up on!

[JTHurricane]

Yes. Not to mention the fact that us loyal customers have to put up with the most incompetent service I have ever experienced.

[JR071702]

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JTHurricane wrote:

Yes. Not to mention the fact that us loyal customers have to put up with the most incompetent service I have ever experienced.

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I've been a Comcast customer for 25 years (including time spent as a Suburban Cable customer - which was bought by Comcast).    I have had nothing but excellent service during those 25 years.   

The people in the Call Centers have always been courteous and helpful as well as the people in our local payment center in Aston, PA.   On the rare occasions when I have had a significant outage(and there has only been one lasting more than a couple of hours), I have had no problems in getting an adjustment on my bill.

JR

[kellykid]

We've been with comcast for our cable service for over 15 years. Direct TV, AT&T and Dish Network are offering great deals for new customers (as is Comcast) I decided to call customer service and see if they would offer me a lower price, and was told that Comcast "does not compete" with other companies. So basically the message I got was that Comcast doesn't care about existing customers, only new ones. I guess they don't need the long time subscribers, huh? Even though we pay them every month! Needless to say I was pretty disgusted and am going to look into switching. ..

[pratzert]

Yes... I agree with the impression that Comcast does not care about the current customers.

It's funny.... last year I was told by someone in their Corporate Customer Service Department that Comcast was changing their mindset and was pushing to not only get new customer, but to extend offers to existing customers to keep them happy.

But that has turned out to be grossly untrue.

The only way you will get any sort of discounted bundle or Promo is if you intend to cancel and "maybe" you'll get pushed thru to the retention department who "may" offer you some sort of deal to stay.

But don't count on it.

[michaelrebennet]

Agree 100%

[mlgriner]

I'm upset with them too.  They've taken over 40 channels away and raised my bill.  It's outrageous.  But what can I do?

[jeffrie8]

I did try it today and am getting a cheaper rate. One of my utilities at that. It isn't because they switched to the winter rate. Just as other cable companies us your lines. Other suppliers can do the same Current rate is$.083. The rate that will be locked in at will be $0.61 until 2012.

I did what you asked and at least tried.

[n9rla]

You're missing the point.  It's the fact that DirectTV offered for a long term (1 year) reward,  Comcast falls very short on alot of things including a valuable long term offer

I've been on both sides of this coin...as a FORMER employee (System Tech) and now as a customer...for now  A long term very valid complaint is the CSR attitudes on the phone.  I am stereotyping here.  Believe me, not all CSR's are bad or inconsiderate and to say so would be a gross mis-statement of the truth.  But I lost count after about the first three months I worked there regarding the complaints about the CSR's attitudes and their disrespect for the customers.  What's even worse is that the field tech would get BLASTED at the door by the customer because of their conversation on the phone with a CSR we don't even know!  Fair or not, I developed a strong dislike for Comcast CSR's!

Don't use the fact that DirectTV is not an ISP to justify the lack of a GOOD long term reward from Comcast!  Want to compare apples to apples...have Comcast offer a GOOD long term VIDEO reward.  Take the internet and phone service out of the equation and see if Comcast can compare to DirectTV...I doubt it very much.  Also another thing Comcast had going for it, actually cable companies in general, was that the fact for BASIC video service you didn't need ANY type of box or converter.  Now here in Indiana I'm going to need a box or "digital adapter" on every TVbecause not all mine are digital or have a cable card.  What a crock of dung!  There disappears another advantage Comcast had over the satellite services...gone!  Remember, I said BASIC video services.

When I lived in Georgia my dish was much more reliable than Comcast could ever hope to be so that in itself is a reward of sorts.