Comments on Customer Service at Comcast

Comment by Reuben Randolph

2009-03-26T00:36:20Z

Recently on DSL Reports a list of upcoming roll outs for DOCSIS 3.0 was leaked some how.Why can't Comcast be forthright in telling customers in various regions that their area is targeted to be upgraded much like the list that was leaked? The waitng for services would be a lot easier with a projected date to focus on rather than the standard by end of year 2009 all regions will have 100 HD channels or be equal to Boston or Chicago. Give your customers the benefit of being adult and educated enough to understand that projected dates are often missed or have to be extended because of unforseen problems.Plus think of the savings because csrs wouldn't have to take calls regulary asking when more HD will be coming.They can focus more on customer problems also think of your own time that would be free to be put to more important issues. Perhaps having an automated way of suggesting channels customers want to see in their areas as well could increase time to use elsewhere.Looking at other blogs the number one issue is anolog reclamation and adding more HD by telling the when ,the where,the why customers have less to complain or be unhappy about.Let people know when the cavalry is going to arrive and how long it takes to do the job.Check the numbers to see if the calls,e-mails and tweets lessened after the leaked Docsis 3.0 list and please get back to me !!!! Would love to know. Recently had a tech out never had a problem with anyone but could feel the kinder softer Comcast !!!

Comment by Scott McNulty

2009-03-26T20:13:06Z

Hey Reuben, the main reason we don't post a full, detailed schedule for DOCSIS 3.0 rollouts (or Project Calvary) is simply because the market is so competitive. That would sort of be like sharing our playbook with the opposing team.

And a note about 'leaked' reports of any kind: sometimes they are right, but an equal number of times they aren't so accurate so be sure to take those leaks with a grain of salt.

Comment by John Hutton

2009-04-23T14:07:10Z

It took me 55 minutes being transfered to no less than 7 departments last night to get my $2.90 refund for the e-mail outage on April 4. It was systematic delay by Comcast so I'd hang up. I prevailed and got my refund. So much for Comcast caring what customer think. 7 different departments and 55 minutes in really really bad.

Comment by Patrick

2009-09-06T05:34:53Z

Wow, it's great to hear that Comcast is putting such effort into making things better! But..... I've had issues for about two years now....over that time a couple of emails have been sent to Mr. Germano as well as his boss, Mr. Roberts. To this day, service remains lousy and issues essentially unresolved (don't get me worng - the service people are trying and they have been dutiful and courteous over the past year or so but things still remain lousy!). Apparently, there have been issues with this neighborhood since it was built (approx. 5 - 6 years ago).

First time reslution is a great concept, but.... Sticking with the baseball theme: if every issue I had was a "grand slam", I'd be in the Hall of Fame as the all time leader for RBI's.

Mr. Germano - perhaps you'd like to meet with me in person (as a customer and similar to what you metion above) - we can watch the hour or so of "tiling" and sound loss I DVR-ed during tonights Phillies game. If your amenable, I can invite the neighbors - many would love to chat with some one from Comcast - at least those who have not already moved on to an alternative service.

Comment by thomas fischer

2009-09-13T13:16:00Z

We are CONSTANTLY getting "tiling" and "Freezing up" no matter which tv or which
channel we are watching. It is becoming a bit frustrating, especially when watching
movies and football games.
Although we have called numerous times, it still is occurring . Any ideas on how to
correct the problem will be appreciated.

Comment by Ayesha P

2009-09-19T22:59:29Z

So, when will the customers get the benefit of this initiative to improve customer service? I live in the Washington, DC area and needed to have service installed last month. It took no less than 4 calls to customer service to get the correct service package that I wanted and than another 12 calls to get all the services turned on that I'm supposed to have. And the cherry on top, I get an adjusted bill today, telling me that I'm being charged for services I did not order and services that were supposed to be included in the package aren't and I have to pay a monthly fee. Needless to say I feel angry and frustrated because I was lied to by the numerous customer service reps I talked to during the numerous calls. Each rep gave me a different reason for the service issues as well as different solutions.

I've worked in customer service before and one of the requirements for being a good rep was to be honest an upfront with the customers. Just because someone addresses me as Ma'am and says thank you for calling and have a nice day doesn't make them a good customer service rep. The inability to be upfront and honest about the all the charges involved to get working service makes me feel like I've been taken advantage of and robbed in broad daylight. Also, this isn't the first time I've had issues with getting service set up. I've had Comcast at 2 other places, and went through the same hassles. I also have many friends and colleagues that have had the same problems and are unhappy with your customer service. Comcast has become a new four letter word in the DC metro area.

I am typically a person that doesn't feel the need to complain about these things because I know that we don't live in a perfect world. But, my latest experience with your company has compelled me to do something since it left me feeling so helpless and frustrated. If I had the option of an alternative service I would switch today.

Comment by Steven Byrd

2009-10-20T18:34:56Z

Thanks for taking care of my credit balance, and issuing a refund. I was contacted by corporate comcast offices, and they took care of my refund.
Thanks again,
Steven W. Byrd