Your Call Is Important to Us
I wanted to walk you through some of the steps we've taken over the last few years to improve our customers' experiences with us. In fact, we feel so strongly about this, that we evolved our company's credo so that our customers are at the center of all we do..."Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market."
We're backing up those words with our Comcast Customer Guarantee and investments of almost $2 billion to improve the overall customer experience. This means we're making investments in customer service like training and making sure employees have tools to help them do their jobs better. It also includes continually enhancing our products and services.
You can see and enjoy a lot of these investments -- from more VOD choices and HD channels and enhanced program guide features to faster and faster speeds on the Internet, WiFi and wireless capabilities to caller ID on TV and voicemail on the Internet. Plus, we now offer numerous apps and widgets that let you program your DVR from the Internet or watch TV online wherever you are...all at no extra cost.
And while you can't actually see many of the behind-the-scenes investments, we hope you're feeling their positive impact -- from network infrastructure enhancements to improve performance and reliability of our services, and improvements to our phone systems, chat and online self-help. These investments are not only making it easier for our customers, but they're letting us provide a better and more consistent experience whenever and however people choose to contact us.
We're also grading ourselves. All of our call center agents and field technicians are evaluated not just on effectiveness, but also on what you think during every phone call and home visit. These "voice of the customer" scores keep improving. Everyone at Comcast is involved.
In the years since we embarked on this company-wide mission to improve, customer reported problems have dropped over 20%; our "get it right the first time" commitment has improved over 33%. Our on time arrival at customers' home is now at 95%.
We're constantly looking for better ways to improve reliability, increase value and make it easy to do business with us. In fact, we've created a new role and hired a Senior Vice President of the Customer Experience who will work across our Care, Technical Operations, Marketing and New Product teams to ensure we're delivering on our promises to you. We're not perfect, but we're definitely better, and we're going to keep getting better.
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Comments (9)
Hello Sandi.
Apologies for the issues that you described. I have asked that someone on the local team in New Mexico reach out to you directly to look into and resolve your issues.
We are having so many problems with this "new" guide. Our boxes are no longer working, Comcast tells us to come swap them out, and the new ones are worse. So very frustrated with Comcast, but you have us over a barrel as there is no other game in town.
I would like to thank Jason #31374 for helping me tonight. I do not know very much about computers and what the error codes mean but when I called and told him to walk me through a computer problem he did it inb such a way that was friendly and in a way that I could understand. Jason helped me fix my problem in min. what I had been trying to fix for a hour and he did it step by step that anybody could understand. Thank you Jason .... I wish all calls were answered by people like you to speak to. Thanks.. Michelle B
I have had horrible experience while interacting with comcast representatives over the past 2 years. Today was no different. I was planning to move from current phone + internet service to internet only service. Yesterday i had chatted with an online representative and she assured me that i can easily proceed with my order online. Today when i did so, the representative at the other end said, since you are cancelling phone service, you need to call another dept.
I went to Comcast Service Center(an authorized dealer on ElCamino Real, Sunnyvale, CA). Now this guy was offering a different price 59 bucks against the 45 bucks listed online. And when i told him online it's 59 he said then go there. The behavior was rude to say the least.
And still you say there are efforts to improve. Not sure where. The only reason i am (and i am sure many others like me) continuing with comcast is that there's no alternative. Its a monopoly and you can twist the rules as and when you desire
Dear Comcast,
I wanted to take the time to tell you how happy I am with the service that you have provided to me and my family over the past year. I have had no run ins with any of my advance services going bad and knock on wood it will continue to stay this way. My phone service is spectacular. My enternet service is lightning fast and My DVR service, well I havent seen a comercial in well, a year and I love it. Thank you Comcast for giving me my life back!
Hi Cheryl, I would like to offer my sincerest apologies to you. I have asked someone from our Digital Care Team to reach out to you shortly.
Well, I don't know that I agree with the improved customer service. We have triple play that is currently out at our house. I called and she told me she'd reboot our system and to try unplugging the cable at the house and plugging it back in. No luck. My husband called and he was told there's no problem in the area and they would send someone out tomorrow. I called back myself and got a recording that service was, indeed, out in our area and would be back on at 4:20. Now, please tell me WHY your customer service people didn't know that??????????????????? This has happened before in the past where you get different answers if you keep calling back until someone finally realizes there's a problem. It's very frustrating! And service was out last last week, too. I pay Comcast a ridiculous amount each month, and I expect EXCELLENT service!! I'm not getting it.
Hi Jim, I am sorry you are experiencing issues with your Comcast services. I have asked someone from our Digital Care Team to reach out to you.
This past week I finally made the move to Comcast digital conversion. Earlier I had received a cable box and two DTA's which I installed according to instructions. Then one evening after work I called the activation phone number. All of the boxes were successfully activated but I had no content, even though at the time I ordered my digital boxes I was told my account would be upgraded to the digital starter package. After several hours on the phone, with multiple support engineers, I was told that I had a business account and wasn't authorized to make any changes. It was also too late in the evening to contact the business account support group so I was told to call back tomorrow.
I called back the next morning at 8:00AM and went through the entire process again, multiple times during phone transfers within the Comast system my call was lost and I had to dial in again and start the same process again. Finally after about 8 hours and a very frustrating day someone in the business group discovered my account had been incorrectly labeled as business years ago. Once they made the change my service was able to be upgraded to Digital Starter and I began receiving content.
Too my surprise I was unable to receive HD content. So after another support call I upgraded to HD and was told to go to my local payment center and return my cable box for an HD cable box. I did this during my lunch hour then returning home after work proceeded to install the HD cable box. I quickly learned that the technician at the local office failed to provide me with a power supply. I rushed down to the office but noticed that they had already closed for the day. Still seeing people inside I banged on the door until someone responded and they gave me a power supply. I went back home and got the HD working.
The next morning I noticed that the HD channels had an excessive amount of red noise at the bottom of the screen which was also very noticable in any black areas on the TV. I got online and opened a chat session with Edwin, obviously from outsourced technical support, and went through some restarts, then after about an hour Edwin said they needed to send out a technician. I schedule my appointment. Meanwhile I got online and found this was a common problem and was likely due to voltage interference. I went to Walmart and bought a $40 shielded HDMI cable, problem solved. Another problem Comcast could have avoided by providing better quality equipment.
I was considering cancelling my appointment but I still have a significant reduction in volume for any TV connected to a DTA. I called support and they said I have a signal problem, I doubt it. There is again much on the internet documenting this problem so I'm going to let the technician have a shot but I'm not holding my breath. I'll likely have to invest in multiple volume regulators to correct this problem.
Overall during my hours and hours of working with Comcast support I found the whole experience an exercise in futility. The people want to help but due to a lack of continuity within their call tracking system every time I got switched to a new engineer I had to start from scratch. Many engineer quickly assumed they new how to fix my problem and wouldn't even take the time to listen to my input. The outsourced support, India I'm assuming from responses, were so intent on being polite that it became offensive. Their level of knowledge accomplished nothiing but wasting my time, Google search on the internet provided more information, perhaps they should be taught how to use that.
Comcast Customer Care Guarantee #6 states "We will quickly address any problem you experience", and if unable to resolve will extend a complimentary service. You think the minimum they could have done was give me one year HD service for the three days of hell they put me through.