Tuesday, November 13, 2007

Employee Confessions

249 comments:

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Lou Johnson said...

I wanted to be an employee. I have over three years with Storer CATV(Remember them?). I applied three different times. I think they NEED my help. Oh yes, I climbed poles, replaced drops, amplifiers and taps, spliced distribution cable, etc. But they never got back to me. I think they're in BIG trouble. They probably don't want to embarrass themselves by offering less than what I made before (15 years ago). I think their books are probably awash in red ink. Do you know what an amplifier costs? $1000. And you lose a few every lightning storm. Its no cheap business. I think they're going to file bankruptcy at some point.

Anonymous said...

If you wanted to be an employee, and they did't hire you, something sounds fishy. You are mad because they wouldn't hire you. You need to look at yourself in the mirror, and ask yourself why wasn't I hired. Sure EVERY large corporation is the target of something. Comcast is the largest cable provider in the world. If they were so bad, why would they be well recognized among other giants. You need to place blame on other things and stop pointing fingers in what might be the wrong direction. There are two sides to every story... Signed: Employee

Anonymous said...

I just left my employment at a Comcast call center last month. The main reason I left was because of the stress associated with the job. All of the posts in here and other sites are situations which are very familiar to me. However, Comcast does not provide it's CAE's (Customer Account Executives) with enough tools to be at the very least, adequate. The incoming calls are routed to whichever CAE is free at the time. You might reach an Accounts Rep even though you pressed the "trouble with your service" que. So of course, if you have questions of a technical nature, you might as well as forget it. The "higher-ups" only care about how many calls you take, or how many upgrades/sales you can talk a customer into, not "customer first resolution". My supervisor's philosophy was this: "When in doubt, make it up".

Anonymous said...

Speaks for itself

http://www.youtube.com/watch?v=CvVp7b5gzqU

Anonymous said...

I just finished training not too long ago and it's really disturbing to me to hear people say things like, "You're the first person who's helped me." or "Thank you so much for being so nice." I don't claim to know the answer but I will tell you what I know, I will ask to make sure the information I give you is right, and I will do whatever I can to get your issue fixed. It's bad when I fixed someone's problem they've had for several MONTHS when they've called the regional manager about it and I fix it in a half hour. I love helping people but I'm getting a little discouraged with the company. The sales quota is a little outrageous, especially when I wasn't told anything about selling during the interview, and I just wish the emphasis was more on SERVICE, not sales. Because SERVICE is what's in my job title, not sales....

Taron Lambert said...

I would like to say that the Gentleman that created this blog is a blessing and that I work out of the Maryland regional office which is in White Marsh Maryland in fact so that people don't think I'm pretending the address is 8031 corporate dr 21236 and the Director for this so called customer service call center is Julie "The Brown Tooth" Cox I worked for Comcast until they suspended me (pending investigation) for a supposed bogus doctors note. (They called the doctors office that I went to and the HR rep told me that when they called to verify that the note was real that the nurse or whoever they talked to told them they didn't have a record of me being a patient). Comcast does not I repeat does not give a shit about customer service or how good their service works. All Comcast cares about is making money, I sure you guys are aware of this but it really is true. Just before I was suspended they were going to have me as well as those still working there sign a letter stating that we would sell at least 2cdv's or high speed internet a day. The catch is if you don't meet that goal your subject to termination. It gets better, if you don't sign it your subject to termination. Now here is the part that drives me F-Bomb Mad, I was told by a supervisor that I could avoid the termination just by asking every customer no matter what they were calling for if they wanted to try the cdv. But I knew that was crap because, one if I signed the letter and didn't meet the goal comcast employee policy states that if you don't meet your goal two months consecutively you will be put on 120 day production improvement plan or PIP. And if you don't meet your goals during that period you will lose your job. So your damned if you do and damned if you don't! This company has done a lot of Cruddy things to customers and employees. I was written up for telling a customer that the tech that was out to his home was a liar. Techs lying to customers is one of if not the Biggest problems they have. I would also like to mention that I was hired as a temp given 4 days training and then put out on the floor with no customer service experience. I was then hired permanently 1 month later, and not given any more formal training. I remember when I first started working I loved my job helping people my first check from comcast was for 179hrs over a two week pay period. Throughout my first year I was mentally and emotionally exhausted from customers complaining about comcast and from the supervisors who don't do thier jobs. Customer service reps are told indirectly to lie to the customer. For example I had a customer that needed a wall fish and had kept being rescheduled because the techs were lazy and didn't want to do the job because it was a big wiring job. The customer appointment was scheduled for 8am to 12pm, I got the customers on his 5th eta call at 2pm so I went to my supervisor to see if they could help. I was told to be creative with the customer. I know many of you may think I'm making this up but I became sick I didn't take this job to be lying to elderly women like my grandma about why the game show network is no longer on basic expanded or why they have a bill for services they didn't order. I have fixed customers accounts that have been charged for high speed internet and the only thing they knew that they had was limited basic cable the customer was 87 years old didn't even know what a modem was. I will spend the rest of my existence on this planet exposing everything that I know about comcast customer service and products. It really frustrates me that the local Government is powerless when it comes to regulating these F-Bombs. Anyone in my area that have problems and want to vent feel free to email me @ taronlambert@gmail.com.

Happy Comcast employee said...

Disgruntled employees have a tendency to fabricate/exaggerate stories about their "insider" experiences at their place or former place of work. In response to Taron, I also work in a Regional Call Center in Maryland, to be more specific, the Tech Road office. I personally don't work in sales, but I have lots of friends who do. The bottom line is Comcast DOES NOT terminate individuals who do not meet their sales goals. Comcast terminates individuals who don't take their employment seriously. You may not be the best salesman in the world, but if you don't at least make an effort to sell (which is part of your job description) ... what good are you? There are hundreds of other jobs that you can apply for ... why stick around and bad mouth Comcast because you're lazy?

Oh yea, about the customer who needed a wall fish ... you contributed to the problem by attempting to schedule that job ... Comcast does not lay residential cabling behind walls ... if the customer wants custom work of that nature, you should have recommend that they contact an electrician ...

Anonymous said...

As a former Comcast employee, both in a service center and a call center, I can certainly understand the comments left by Taron. Why did Comcast move the Game Show Network to digital from analog? Ask a supervisor, they say "tell them all TV programming is going digital the beginning of '09 anyway, upgrade them". Try explaining that to a 80 something person. Another thing I agree with, I found many errors where desperate Reps added upgrades to unsupecting customer's accounts to make their "quota". Mr. Happy Comcast suggests "Disgruntled employees have a tendency to fabricate/exaggerate stories about their "insider" experiences". Bull, Mr. Happy. Why was my experience at Comcast so hauntingly similar?

Anonymous said...

THINK BOTTOM LINE FIRST
I have to agree with the Unhappy Comcasters, Happy Comcast Employee. Worst job I ever had. I CAN say that the Call Center Director and two of my Supervisors were great. Sadly, I have to wonder why they haven’t gotten jobs with decent companies.

Now they’re subbing out the call centers – and I thought the full time CAEs didn’t have the tools we needed….. There is a constant flow of trainees, they don’t last very long. You would think Comcast would realize that time and $$ spent on training was flying out the window and change the job descriptions to better suit the pathetic pay they offer. Oh, that’s right, you get commissions. But every month the selling rules tighten up. Seems the only true bargains are offered to customers in the FiOS belt. Commissions are continuing to drop.

In point of fact, Comcast is no longer making business decisions – they’re only reacting to Verizon’s FiOs (which has its own nightmare stories).

Comcast can say what they will about Think Customer First – but they’re thinking Bottom Line First.

Lou Johnson said...

I think I was the wrong sex/race for the job. They ask you that upfront. So I'll keep looking...
Lou Johnson

Taron Lambert said...

In response to Happy Comcast employee. Are any of your so called friends working in 8031? If they are have they been meeting their goals? I'm know people that have been working for this company before it was comcast like TCI, and are on PIPS= production inprovement plan. I consider these individual customer service reps vets because they have been working in the business for more than 10 years and because they haven't been doing what comcast thinks is productive if they don't meet these goals in that 120 day period they will be terminated I seen it happen SCHMUCK! And you've stated that you work tech road your probably one of the tech supervisor that don't supervise your techs you know the ones, sleeping in customers house , and using the all to famous I'll be back I have to get a drill bit. If your job is to install cable why wouldn't you have your tools with you to do the job right? Please explain that to me mr happy. You haven't been in the call center so you don't know what your talking about. I could have sworn that I wrote "when I first started working I loved my job helping people my first check from comcast was for 179hrs over a two week pay period." I'm not disgruntled about anything just amazed at how a company can do these type of things to a consumer and not be held accountable. Also let me clear this up I was hired in the city office they closed the city office moved all city employees after they said they wouldn't out to white marsh. Now when we got to the new call center everyone was told it was going to be so much better, more help,and more opportunities for employees and various other corporate lies. Let me expose this, we get what comcast calls commission which is based off of how much stuff you sell to customers, oh don't let me forget that installation fees are included into that commission too. Install fees are at the cae's discretion now mr happy gonna probably dispute that too but I don't care he's never been anywhere close to a aspect phone and if he has he lying about what I'm going to say next. Comcast hasn't paid me the proper commission that I have earned by not raping customers with a $30 install fee for limited basic cable or $50 for high speed install. Now back to the commission the city employees are currently getting paid commission based of an average of what they were selling in the city from the months of October, November, and December. I'll make it easier for mr happy my average for those three months was $179 which means each pay check I get 89.5 every two weeks for commission . Now mr happy may say whats wrong with that. Give me a moment mr happy. Keep in mind this is city employees only that's about 65 people maybe more a lot of city employess were fired once they were brought out to white marsh. The white marsh employees get commission base off of what they sell month to month get anywhere for $300 to what I have seen personally $1000 a month. So you have city employees doing the same job as white marsh like getting vented on by customers because of their frustration with comcast and being pressured to sell, sell, sell; but the pay is no where close to being equal. I personally spoke to Julie the brown tooth Cox about the commission structure and I was told the new commission plan that would make all cae's commission equal wasn't set up yet and when I asked when this plan would go into effect I got a george bush answer. I'm sure you all know what a what a george bush answer is. So the city folks are still waiting for that new commission plan and have been waiting since May. Now mr happy said something about the Oh yeah, about the customer who needed a wall fish ... you contributed to the problem by attempting to schedule that job ... Comcast does not lay residential cabling behind walls ... if the customer wants custom work of that nature, you should have recommend that they contact an electrician. Look here retard I shouldn't have recommended anything you idiot we have third party contractors to like Hybrid to do those jobs numb nuts. It's supposed to set up by a lady named eliza burket. Not recommending a electrician chisel chest and those retards kept bluffing on the customer. I going to end this response with this I was no where close to being lazy when it comes to my job I always met my sales numbers I just disagree with the way the treat employees as well as customers. YOUR CLUELESS MR HAPPY IF YOU BELIEVE WHAT YOU WROTE ESPECIALLy IF YOU NEVER BEEN A CAE. I have every thing from bogus training material to discount offers. Basically I can Back up anything that I say with proof I have a very large box that comcast provided me with. You were right about one thing there are other jobs out there, but why hire people if your gonna extort them.

Anonymous said...

This website is a waste of time that allows people the opportunity to vent, because the simple fact of the matter is people writing these blogs have nothing better to do.This is my one and only time I will come here, simply because a customer brought this website to my attention. I think this is someone's sick idea of getting back at huge mega giant company that could care less what's in this website.If you have issues with Comcast then the real way to get it solved is to actually go to the main office, or service center and speak to someone who will be glad to assist you. It is very hard to assist people who are rude, ugly, and hateful.People that speak as some of these irrate customers do will never accomplish anything except stay upset over something that might have been handled in a better manner if they would have just been calm and collective in the first place.What many people don't seem to understand is that Comcast doesn't employee monsters,they employ human beings.Comcast employees many proffessional people, and people don't seem to realize just how hard it really can be to get employed by Comcast.I went through a very long process before actually getting hired. This is one of the best company's in the country to work for simply because Comcast cares about the employee as well as the customer. I am very sad to hear all these coments about a company I absolutely love, and I feel like people need to get a much better way of handling themselves than to wish bad things upon a company who employs so many caring employees. Nothing is in here by the way about all the giving that Comcast does like to the United Way, Breast Cancer Association, and many charities all over the country.The next time you want to go post some ugly feelings about Comcast, think about is it really benefiting you to be ugly? Try being nice just once, and maybe you will get somewhere..............

Anonymous said...

Try to be nice and maybe you will get somewhere? WTF?

I was "calm and collective" for more than a year dealing with Comast's poor service and incompetence until I was so raging mad I switched to another provider the moment I had the chance. I am now quite happy with my new cable provider who is responsive, accurate, truthful, and effectively achieves positive customer service anytime I call. The difference between the two companies is night and day.

Hopefully you will use your zealous passion for Comcast to effect positive change within the company. Comcast customer service desperately needs it.

Anonymous said...

Are you friggen serious. This is a joke right? I haven't been working at Comcast for long, six months to be precise and the only ting I find unpleasant is the spoiled, greedy, self centered customers like the ones on this site. I know that sounds horrible for me to speak about my customers that way, but honestly how could you act like this. I answer about 500 calls a day and I can't tell you how many times I come across customers who will do anything (including swearing like barbarians) to get their way. This website just goes to show how ungrateful these people really are. We honestly do go out of our way to make things better for you and the main thing we are taught is that Customer comes first. So what if you had an installation that didn't go well? So what if you came across a rep who's miserable? You'll find that anywhere you go. Hell, you probably act the same way at work. You think Verizon cares about their customers because they came out with Fios to give you better service? No, only care about your money. You think that if you're old school dsl is down you can have a tech on the phone immediately? No, because they don't have 24 hour tech support. And let me tell you, you think that "bundle for life" crap is serious? why don't you take a good look into the rules and regulations for that one. How about Direct TV or satellite? I bet half of you can say that you've never had a problem, but I did! Every time it rained, snowed, or a friggen cloud showed up I had no television. It happens. Get over it. You don't see me making a huge page about how they ruined my life. We are a company that offers you about 300 free movies on on demand, complimentary music stations, free power boost, E911, and so many other great things. I've had Comcast long before I even started working there and I've not had a major problem. Even working there I'm proud to show off the fact that I work there. I don't know what other company could provide me with the money PLUS benefits that I have now. This site is a waste of everyone's time. You really should think twice about the way you act and think of what it must be like to handle the customers like the ones who order about 200.00 in porn and every month call in and swear up and down it wasn't them. God forbid someone forget to leave notes in the account, no ones perfect, but usually we do have everything documented and we'll still give you the benefit of the doubt. You don't know how many times a day I deal with, "if you don't do this or if you don't do that" (as if what we have given you isn't enough) "I'm going somewhere else" Well good, you know what, go and when that company does the same thing I hope you feel stupid when you come running back to use. You all should be ashamed of your selfs.

Anonymous said...

BTW!!

Since you're all so miserable here are some other sites!!

http://hateverizon.org/

http://www.complaints.com/directory/2005/october/26/48.htm

http://www.satellites.co.uk/satellite/dish-setup-single-sat-multi-sat-motorised-systems/110597-i-hate-trees.html

Anonymous said...

I am currently an employee and although, yes there are obnoxious customers, a lot of them are actually dissatisfied with the service and justifiably so. It is unexcusable for someone to have constant scrambling and pixling for no reason. Techs are telling customers that service interruptions are caused by interference in the lines and at the poles and no one goes out to fix the problems. There are times when customer wait days and days for appointments and the techs never show, or Dispatch cancels the appointments without warning the customers. CAE's are scripted to apologize no matter what the customer says. If the customer says, "I hate my neighbor who is stealing my cable." We are supposed to respond "I apologize". If the customer says, "Your Moms a big fat bitch!" We are supposed to say, "I apologize", and we dare not hang up on an abusive and irate customer.

Anonymous said...

Comcast moved GSN to digital channels to get senior citizens prepared for 2009 when they are going to lose analog service. The idea is to get them to upgrade to digital service now by moving a channel that they LOVE.

Peter said...

This comment is for Taron. First, if you're going to rant, please type coherently so others can understand it. Using proper Grammar and punctuation helps with this as well.

I've been a Comcast employee for 5 years. I left the company after a year because I was moving out of state and was unable to transfer because the move was sudden. I moved from PA to GA and was able to get into Comcast in Augusta as a temp (this is the only way that office will hire you.) The office chose not to hire me after training and I moved back to PA and got my old job back.

Comcast does NOT normally re-hire employees that have left the company.

I started as a CAE (both times) and I have very few gripes about the company. Philadelphia Magazine consistently lists Comcast as one of the best places to work, and Brian Roberts is consistently listed as one of the best CEO's in the industry. I'd say as a whole they're doing pretty good.

This doesn't mean that everything is perfect. This is far from the truth. My primary gripe is that there needs to be some Corporate Standards for the way some things are done.

Think Customer First is a Corporate initiative as are some other things, but all of the call centers need to uphold a Corporate standard as well.

I'm training to be a tech now and I can see how CAE's can be incompetent with Information Gathering and setting up Trouble Calls. Everyone seems to think that power-cycling a box and refreshing the signal is the fix for everything. I was in the Service Department for about 3 years and I can tell you that this is NOT the case. Too many times I've talked to customers that have had a problem with a channel and it's been because of a rate code or I've seen a Trouble Call scheduled because they couldn't program their remote. Yes, it's stressful but it was very fulfilling for me. Being a tech is great for me because I get to have a more personal interaction with customers and it's a better advancement opportunity for me.

Taron, it seems that in your rant you spoke mostly of commissions that you "didn't receive." I know that you also said that you "loved your job helping people."

Which was more important to you?

As a CAE I satyed in the Service Department because I didn't want the stress of selling (as of right now EVERYONE is REQUIRED to get at least 2 sales a day - Corporate Mandate.) It's not that I didn't want commission - it's always helpful - but I'm happier knowing that I got someone's service to work over knowing that I met my sales quota.

I can't say anything about the doctor's note incident other than if I were you, I'd find a different doctor. If the nurse answering the phone can't identify you as a patient then it's time to move on.

Comcast has given me the BEST benefits I've EVER had with ANY company. Ever. I'm not talking about courtesy services either. The medical benefits are outstanding, the 401k program is better than most and the added perks on top of that are beyond what most companies give you.

Do everyone a favor and grow the hell up.

Peter said...

As a side note for those that are complaining about GSN being moved from the standard tier.

COMCAST DIDN'T DECIDE TO MOVE THE CHANNEL!!!!!!!!!

Game Show Network WANTED to have the channel moved. In my area it's not digital, but you ARE required to have a box in order to receive it.

Stop bitching at Comcast for moving a channel to Digital. Comcast doesn't make that decision. They don't even have the RIGHT to make that decision. Comcast's ONLY job is to regulate the signal so you can receive programming.

If a lineup is rearranged, yeah that's Comcast. If a channel goes digital - that's the channel itself making that decision.

Bitch to the channels and not the carriers please.

Anonymous said...

www.comcastrocks.blogspot.com

John H said...

I was an Inbound Sales Supervisor at Comcast and an employee for nearly 6 years. I loved my job, my team, and my management peers.

I will agree that there are times where the customers are right. In these cases my reps would always bend over backwards to help our customers. The most common complaints I received from customers were in regards to large bills (mainly due to pay-per view porn) or customers who decide to send in a $50 check on a $100 cable bill and are then shocked when their next bill is $150. When I heard upset customers regarding the quality of their service, I can honestly say, that the problem was almost always on the customers end. Comcast is not responsible for the inside wiring of the home as they do not pre-wire finished homes. The most common culprit in any home (that may cause service issues) are cheap RadioShack line splitters or "Tim the Tool Man" who thinks he is an electrician and decides to run 8 outlets off of 4 branched 3-way splitters.

Here is my advice for all Comcast customers who wish to see results when they call. If you are having a service problem CALL IMMEDIATELY so it is documented. Once the service is back up and running you can then call back and request a credit FOR THE SERVICE that wasn't working for X amount of time (where X is the actual number of days the service was down). Don't ask for a $100 credit because that isn't going to happen. Don't cry because "your business" lost $10,000 while you are paying for residential internet service. Also, make sure you get the reps name and write it down. If possible, politely ask for their extension or user id. If you are an asshole to the rep they will do the least amount of work to make you happy. Think of a customer who complains to you at YOUR job? Does that make you want to bend over backwards to help them out?

When I come jump on the internet the majority of the complaints that I see regarding Comcast are the internet users who bitch and moan about the "capping" of the internet service when the service is sold as "unlimited". If these customers who complain have ever read their user agreement it states that the term "unlimited" refers to "always connected" implying that the modem doesn't need to be turned on or off to be connected. Comcast has never told anyone publicly what the "bandwidth cap" really is. In mangement I wasn't even given an answer. From what I know Comcast would send abuse letters to the customers in the .001% bracket of bandwidth usage. These people would exceed TERRABYTES each month. Now, step back and think about this... these customers are paying for RESIDENTIAL service and essentially using a BUSINESS CLASS service. These customers cause the most network latency for the other 99.9% of customers. These are the 'problem children' and Comcast does not need these customers to make money. When you step back and look at the big picture, Comcast had 13 million internet customers when I left. Have you ever realized that .0001% is 1,300 customers per month who receive abuse letters? These individuals aren't people downloading music, doing online gaming, or just surfing the web. These people are running servers, most likely distributing copyrighted material illegally, etc. If these individuals expect to get WORLD CLASS service WITH NO CAP for $42.95/month they are sadly mistaken. If they are using that much bandwidth why don't they pay ~$100/month and get a business class account that offers same day business trouble calls? The customers who receive these abuse letters are typically given 3-4 months before there service is terminated due to abuse. There has never been 1 customer who has proven they have used that much bandwidth LEGALLY and within the guidelines of the RESIDENTIAL service. With that being said, pay for the service the best suits your needs. Don't call and demand that Comcast reimburses you for losing thousands of dollars with your home based business. If you had a successful business you shouldn't be using RESIDENTIAL service for your BUSINESS.

I also noticed a lot of misinformation being shot out on this website from so called "ex employees". I honestly haven't seen a company who employees shitty employees for so long before letting them go. If you couldn't hit your sales goal for 3 months straight you would be put on an action plan. You had 3 months to hit your target and be removed from that action plan. If you made it one month, and then missed the next two months nothing would happen. You could essentially hit your sales goals 3 months out of the year and still keep your job in sales. In addition to sales, the CAEs need to pass call observations and maintain their availability (meaning their line is open to incomming customer calls). If an employee sits in wrap/idle and is refusing to take customer calls what good are they to Comcast? If a CAE fails their observations and provides poor customer service what good are they to Comcast?

I also know that it can be hard to get hired on at Comcast. At my St. Paul office we took nearly THOUSANDS of applications each month. Our HR had to screen out the best candidates, do a complete background check, and then have the individual submit to a drug test. I know that I saw at least a 35% bomb out rate due to drug use. If you even have a petty theft on your record they WILL NOT hire you. You need a spotless criminal record, a decent work history, motivation, etc. If you wish to be a tech and operate a company vehicle you better have a SPOTLESS driving record to even be considered.

Moving on to employees. Comcast will generally pay a newhire employee $11/hr just out of training. The newhire can then be slotted to a hire pay level based on how well they do for their phone stats and sales stats. Most of my reps made ~$17-$19/hr plus ~$1500-$2500/month in commission. This is a very decent paycheck for a call center job. Not to mention the courtesy service and benefits are amazing.

Comcast is a top notch company to work for. They have excellent upper management and a great operating cash flow. Are there bad apples that work there? Yes. Are there bad apples that work at most places? Of course! I actually was rehired, but turned down the job when I found out I couldn't have my seniority bridged. I would have lost my additional 4 weeks of vacation and taken a ~$25k annual pay cut to go back. My main reason for leaving the company was the birth of my son and I was sick of driving 35 miles to work - when we merged with Time Warner I was relocated to a building on the other side of the Twin Cities.

When I worked there I strived to be the best employee. I tried to help people who called in. I also helped people online on these types of websites as well as the numerous car forums that I post on. I couldn't make everyone happy, but I tried my best to do so.

Again, there are two sides to every story. Most of the people on these sites aren't telling the entire story. And, even if they are, having a handful of angry customers is going to happen when you have over 30,000,000 customers.

To Taron, the former employee, you sound like an idiot. If you complain about selling 2 CDV and 2 HSI units per day you are retarded. You also never took anything close to 500 calls. My typical sales reps would take 60-70 calls per day. There are customers that ASK for those services and it doesn't require much sales talent. Think of when the Triple Play launched... one customer calls in and gets all 3 services for ~$100. If you sold two of these per day you could essentially hit the majority of your sales units. If you can't hit those sales units you need to go work in the electronics section at Wal*Mart.

Take care ladies and gents!

john h said...

I also forgot to add some other information to my rather large post.

The newhire training process would typically take 8-10 weeks. During this time the reps learn their packages and BASIC knowledge on other products. They DID NOT teach on the technicalities of the HSI service, the HD service, etc. The majority of the time in training was spent on learning a few customer databases (CSG/ACSR and ICOMS).

I had gained all my knowledge from previous electronic sales management jobs, reading, and being a techy myself. I was one of the people that reps turned to when customers had technical questions regarding their service or service they were looking into.

I will admit that most CAEs do a fantastic job for what they are taught and the tools they are given to do the job.

Next time you call, try not blame the rep or yell at them, and they will take good care of you. Don't make your complaints personal or you won't get anywhere.

Until next time....

Craptastic said...

I worked for Comcast in the field for approximately 2 ½ years. I was almost always #1 or #2 in my department. I volunteered for overtime every weekend and never turned it down when asked by management. I trained new hires, and tried my best to motivate fellow employees. I authored new procedures to improve department productivity. I filled in for my lead when she/he was absent and learned every possible function of my department.

What did I receive for all my hard work and dedication? An award, maybe a bonus? Nope I got the hatchet job. I suppose what I must make mention of is that I was not a boot lick or an ass kiss, being that I have to look at myself in the mirror every morning . I did my job to the best of my ability and was cordial to management.

One day a department lead, who was full ambition but experienced a dearth of brains decided he would campaign to get our manager fired. He succeeded in his underhanded goal very quickly, but was not satisfied since he had some competition for the now vacant manager position.

The fat and balding young suck up then proceeded to make false accusations against not only myself but other seasoned technicians as well. I was called in to the office by upper management and hit with a barrage of fallacy. I attempted to provide documentation to prove my innocence. I tried vigorously to exonerate myself but after a few minutes I realized the mission was not one of fact finding. Oddly enough one week another seasoned tech was terminated for the same manufactured offenses. The bald turd is now a supervisor from what I have been told. Way to reward knife wielding back stabbing employees. Et tu Comcast?

As an exemplary employee I felt I was owed unemployment. I was sure that since Comcast was aware they fired me under false pretenses they would have the decency to allow me to receive unemployment. Damn, was I wrong. My case ended up in front of a Judge and thankfully the Judge read my statement and the supporting internal Comcast documents I provided. The Judge found I was terminated through no fault of my own and ordered Comcast to pay me.If you are considering employment at Comcast my advice would be to take the job only if you are jobless ,but never stop looking for a better opportunity. If you are currently employed run like hell in the opposite direction.

craptastic said...

It's not that Comcast doesn't have skilled technicians. The dirty little secret is that Comcast actively seeks to get every employee on some form of write up and presents erroneous arguments to terminate seasoned employees when they ascend to the higher pay scales. Comcast is a non-union employer for the most part and concocts reasons to immediately fire any employee who dare ponder such a possibility.


I have nothing but sympathy for the tech who fell asleep. What the public may not be aware of is Comcast encourages it's employees to skip their lunches by assigning them 12 to 14 hours work for a 10 hour shift. If you have the audacity to take your breaks and lunch you will be behind on your appointments and written up for not completing enough points which is their way of measuring productivity. If you inform your supervisor you are overloaded with work and have to cut out your breaks and lunch you will be written up for violating labor laws.

Techs have to, on a regular basis work late performing service calls and or installs till 10pm
and in some instances till midnight only to report for work the next morning at 7:00 am. I know this to be true as I was a Comcast employee and ranked in the top two statistically. Contrary to the P.R. campaign Comcast doesn't care. Experienced employee’s are to be turned over to regulate cost and some are fired weeks before retirement. If I had to venture a guess I'd say an overseas sweat shop treats their employees with more respect and care.

Comcast, actively seeking write ups recently attempted to trim payroll deciding it was a wonderful idea to search the installers vehicles while they attended a company picnic, and wouldn’t you know it they inspected mostly seasoned techs at the higher end of the pay scale. Yay for Comcast reprimands galore. I ask anyone who reads this not to support a corporation which, by design creates an atmosphere of fear for it's employees to work in.

SCUMTASTIC said...

Dear Craptastic:
I feel your pain,I've worked for these scumbags too,they don't give a shit about anyone.They should do a fella a favor and go out of business,who needs em anyhow..But there is hope on the horizon.....VERIZON!!! FIOS IS GOING TO PUT THEM OUT OF BUSINESS AND COMING TO A CRAPTASTIC SYSTEM NEAR YOU,THE SOONER THE BETTER!! HURRY UP VERIZON!!! YOU HAVE LOTS OF NEW CUSTOMERS WAITING!!!

Competition_IS_Good said...

Do not apply to comcast for a job unless it is a high skilled or management position.
It is not worth it. I have worked for several companys, large and small and it is one of the most souless, classless, and arrogant behemoths. The benefits are excellent but not worth being demoralized for. The worst jobs are in customer service and eventually it will be mostly automated. So there is no future in it. If your able, get training in something that is more interesting. Cut yourself loose if you are stuck there now!

Comcas-ttechnician said...

I work as a technician for Comcast. Recently I have done a few CDV (phone)jobs where the customer was under the impression that Comcast merged with AT&T? I check the work order and there have been phone and door to door sales. Usually elderly people who don't know any better. It's sad. I feel terrible disconnecting them from AT&T when they have been lied to. If I told the customer the truth I would most likely lose my job.

Anonymous said...

Comcast is really odd. I live in a condo in the Seattle area and my building has Comcast. In August, I decided that I'd get cable. I contacted Comcast, and I never heard back from them. I contact them again and didn't hear back. Then decided to give it one more try but I ended up being put onhold. Sorry Comcast, your ordering service SUCKs and I took my Dollars to your competitor.

The Union Master said...

THE POWER OF COLLECTIVE BARGAINING RULES!!!
VOTE A UNION IN TODAY..
ALL YOU HARD WORKING COMCAST EMPLOYEES..DON'T BE FOOLED BY
MANAGEMENT-THEY DON'T CARE ABOUT YOU..ALL THEY CARE ABOUT IS THEIR NUMBERS..YOU ARE A PAWN!!!

YOU CAN CHANGE THAT..VOTE THE UNION IN TODAY
LIVE BETTER TOMORROW

THE UNION MASTER..

Anonymous said...

Quote: The customers who receive these abuse letters are typically given 3-4 months before there service is terminated due to abuse. There has never been 1 customer who has proven they have used that much bandwidth LEGALLY and within the guidelines of the RESIDENTIAL service.
end quote

Comcrap has never proven that the activity was ILLEGAL, nor have they disclosed what limits we're supposed to be bound to.

As I said elsewhere, you do realize that the amount of freely available tv shows, movies, music, games, etc is GROWING?

Why do all you aholes assume that people downloading terabytes are doing illegal crap?

It is quite easily possible to download hundreds of gigs with the bandwidth provided by comcrap. The problem is, they're too dishonest to tell us up front what the cap is, then go about terminating paying customers with NO PROOF of any wrong-doing or abuse. If using the service as provided, is abuse, then we're all in trouble.

Since comcrap does not need us, we'll be happy to leave (we don't need you either.)

Anonymous said...

I have just resigned from Comcast, after starting there in November of 2007. I was working in the new Call Center in Newark, DE. I was hired to be a CAE for Advanced Products(CDV/HSI). When interviewed for the job, sales were not mentioned a single time, to anyone that was in my training class. After carefull digging through my paperwork, which included my job offer letter, etc, I brought to the attention of my Supervisor that Sales were not in fact part of my "job". It was after I was hired, and had turned down 2 other jobs, that sales were pushed on us. Our Team Leaders/Supervisors/Managers never once asked about how many people we fixed in one day, or whether we made the customer happy. My average handle time was way better than what they required, as were all my other numbers. They didn't care about those, all they cared about was wether I sold something. This is why Comcast customer service is the laughing stock of the Support world, and why theres even a website called "comcastmustdie.com". I came from a very technical background, and was very firm when I was hired that I am NOT a salesman. I was assured that sales were not a part of AP's job, and that I would not have to worry. Yet, here I am, leaving the company because I could not reconcile myself with the policy of "forced selling". I was not in the sales department, I was in the Technical Support department.

Anonymous said...

Does the paperwork you fill out for you background check say how far back they check?

Anonymous said...

the bad things that people are saying about comcast is true. i have a friend that works for comcast, and he told me alot of messed up things about them. the company sucks. if you have a problem they don't want to help you. some of the techs are lazy a hell it don't make sense. if there was another real good company out there i would use them but theres not.

Anonymous said...

Whatever happened to caring about the employee? Did you ever think that the unwillingness to work was because we are unappreciated by management? I have worked in a call center for well over 10 years and you wouldn't believe how horribly we are treated. Both from the customer and the managers. You never know your work schedule more than 3 weeks in advance and you can never plan anything a month in advance. So, you go through life scheduling, rescheduling, canceling, and missing appointments, holidays, children's games, shows. There is also the unplanned:"needs of the business" overtime to account for. Never mind that you must pick up your children or even make that after work appointment. The managers calculate your every minute, your every word. They, in fact are people who have never had to take call after irate call after call ,,,but they judge and and threaten your livelihood with suspensions regularly, just because someone didn't like the tone of your voice. Never mind that you've had that tone for 50 of your 60 years. Respect is nil- you are called out of the bathroom over the PA system to "make your position ready".. You have no time to cough, sneeze, drink or ever finish a sentence with your coworker for they too are taking calls and are NEVER on the same 15 min break or lunch schedule as you. Unlike the Phillipines or India; there are no lounges, massages, ping pong tables, cafeteria, yoga infused resting areas. Noone is interested in relieving your stress. Instead you will find, poor working conditions, filth and debris everywhere, filth in the kitchen areas, as well as old, slow, computers overladen with software that lenghtens your access time to over 9 systems that must be viewed in order to give a half way decent answer to an irate customer that your company has f'd over. How about labeling entire areas as "cable failure" when in fact we are the ones that brought the city down while we install fios? Earphones aren't even availble, nor are cleaning supplies for the endless times that you must change desk positions for working computers or telephones or team manager changes that occur almost every 3 weeks due to manager's whimsy. These are indeed the modern day sweat shops and I know them because my mom worked in one. This is Verizon.

Anonymous said...

Whatever happened to caring about the employee? Did you ever think that the unwillingness to work was because we are unappreciated by management? I have worked in a call center for well over 10 years and you wouldn't believe how horribly we are treated. Both from the customer and the managers. You never know your work schedule more than 3 weeks in advance and you can never plan anything a month in advance. So, you go through life scheduling, rescheduling, canceling, and missing appointments, holidays, children's games, shows. There is also the unplanned:"needs of the business" overtime to account for. Never mind that you must pick up your children or even make that after work appointment. The managers calculate your every minute, your every word. They, in fact are people who have never had to take call after irate call after call ,,,but they judge and and threaten your livelihood with suspensions regularly, just because someone didn't like the tone of your voice. Never mind that you've had that tone for 50 of your 60 years. Respect is nil- you are called out of the bathroom over the PA system to "make your position ready".. You have no time to cough, sneeze, drink or ever finish a sentence with your coworker for they too are taking calls and are NEVER on the same 15 min break or lunch schedule as you. Unlike the Phillipines or India; there are no lounges, massages, ping pong tables, cafeteria, yoga infused resting areas. Noone is interested in relieving your stress. Instead you will find, poor working conditions, filth and debris everywhere, filth in the kitchen areas, as well as old, slow, computers overladen with software that lenghtens your access time to over 9 systems that must be viewed in order to give a half way decent answer to an irate customer that your company has f'd over. How about labeling entire areas as "cable failure" when in fact we are the ones that brought the city down while we install fios? Earphones aren't even availble, nor are cleaning supplies for the endless times that you must change desk positions for working computers or telephones or team manager changes that occur almost every 3 weeks due to manager's whimsy. These are indeed the modern day sweat shops and I know them because my mom worked in one. This is Verizon.

Anonymous said...

Whatever happened to caring about the employee? Did you ever think that the unwillingness to work was because we are unappreciated by management? I have worked in a call center for well over 10 years and you wouldn't believe how horribly we are treated. Both from the customer and the managers. You never know your work schedule more than 3 weeks in advance and you can never plan anything a month in advance. So, you go through life scheduling, rescheduling, canceling, and missing appointments, holidays, children's games, shows. There is also the unplanned:"needs of the business" overtime to account for. Never mind that you must pick up your children or even make that after work appointment. The managers calculate your every minute, your every word. They, in fact are people who have never had to take call after irate call after call ,,,but they judge and and threaten your livelihood with suspensions regularly, just because someone didn't like the tone of your voice. Never mind that you've had that tone for 50 of your 60 years. Respect is nil- you are called out of the bathroom over the PA system to "make your position ready".. You have no time to cough, sneeze, drink or ever finish a sentence with your coworker for they too are taking calls and are NEVER on the same 15 min break or lunch schedule as you. Unlike the Phillipines or India; there are no lounges, massages, ping pong tables, cafeteria, yoga infused resting areas. Noone is interested in relieving your stress. Instead you will find, poor working conditions, filth and debris everywhere, filth in the kitchen areas, as well as old, slow, computers overladen with software that lenghtens your access time to over 9 systems that must be viewed in order to give a half way decent answer to an irate customer that your company has f'd over. How about labeling entire areas as "cable failure" when in fact we are the ones that brought the city down while we install fios? Earphones aren't even availble, nor are cleaning supplies for the endless times that you must change desk positions for working computers or telephones or team manager changes that occur almost every 3 weeks due to manager's whimsy. These are indeed the modern day sweat shops and I know them because my mom worked in one. This is Verizon.

Anonymous said...

A company that in it's intial start up preached loyaltiy, dedicatation, and "we will be there for you", " we are a family" via Rahlp Roberts with his trademark "bow tie". This has come full circle and has disinfranchised those that gave their dedication for many of the earily years.
Any company that "cans" a 20+ year employee because of reorg, while showing a profit in excess is lame.....

Anonymous said...

Honestly, none of the Comcast complaints on this site surprise me at all. I have been given the runaround on technical issues with Comcast for years. I have a business account and got it because I needed a reliable service and quick response on service calls. All I got was a higher bill, different people pretending to be more assertive, and continued unresponsive technical support. As an IT and Internet consultant, my connection is critical. I have been given all kinds of bogus excuses for my poor connection. When I schedule a service call, 9 times out of 10, no one shows up. I scheduled one today and was left hanging. When I tried to call the tech support number, I was directed to a message that said to go to the website and the website was down. This whole thing is completely ridiculous.

I'm moving this month and getting DSL at the new location. I'm also recommending that all my customers do the same. I have seen the dog and pony show one too many times and have demonstrated more patients than a saint. If you can’t trust it, who cares if it’s fast? You all know what they can do with the Comcast Quick Silver. I'm done!

Anonymous said...

Comcast Sucks ! I just looked at my paycheck and found that I was missing 300.00. I have pre-approved overtime and it didn't show up in this paycheck. Now people have there views about disgruntled employees but let me say this. I bust my ass every single day. I have a family to take care of and obligations to meet. For the amount of money this complany racks in, it's ashame they cannot honor their obligation and pay their employees the salary they deserve. My last payraise was 80Cents. !!!!!! And was told that all payraises were based on the performance of the department I work under. This SUCKS, I AM GOING TO FIND ME A NEW AND BETTER JOB WITH LESS STRESS AND EVEN LESS BACKSTABBING PEOPLE TO WORK WITH OR AROUND. !!!!!!

Anonymous said...

I have watched my wife turned from the locally known "cable lady" for the past 20+ years, to become an example of a "broken" personality. To be torn down from a confident, understaning, and patient CSR to a CAE with unattainable goals.
Even though I am sure it was due to her 20+ years in the same position, she had been terminated because of a common error along with two questionable write ups.
One of the write ups was gien to her with a "non-disclosure" statement and the other alleged violation was due to a "customer complaint", that they were not given a connection wire. That would not have been the case if either the wire was available or against policy to hand out. She has always been helpful and accomidating to all of her customers whether they were old customers that knew her or new ones that did not.
You would think that after doing the job for the past 20 years, she might have learnd how to do it right. Wouldn't you?
Once again, Comcast focuses on the older more experienced of their work force to cut their expences regadless of what may happen.
She is a diabetic. This happened about 9 years ago, back when her reviews were always above average. The fact that in the last few months starting on her birthday there has been so much pressure put on her that her blood sugar levels have gone all over the chart after being under control for so long leaves me questioning the cause. I do beleve it is directly due to the "Comcast way of doing business" that is to blame.
Now she has been dumped on and dumped becase "they had no choice" The questionable complaints they came up with along with the accounting error provided them with an excuse to terminate her.
Comcast, should not be allowed to perform in this manor! Fair is fair and abuse is abuse!

Anonymous said...

I previously worked in a Comcast Call Center as well and after being there for over a year and constantly getting screamed at by unhappy customers I left. It wasn't that Comcast wasn't doing all that they could for these customers, its that the customer's continue to have OUTRAGEOUS demands. It takes 74 days of nonpayment for a cable box to be shut off. Customers call in irate that nothing is working and even though they haven't made a payment in 74 days they want a refund for their cable being suspended. Seriously. There's also the customers who choose to switch internet service to another provider and wonder why their Comcast email account is no longer active. Hello. Then there's the ones where you want to slap someone through the phone: too many commercials during a show, guide doesn't match with what's showing (networks supply the information to the cable companies on what the show schedules are, the cable companies don't make the decisions they just provide the information thats been given), cable was out for 3 hours and the customer wants 3 weeks of credit, the tv itself (not the cable) is having an issue and customer wants Comcast Tech to come out and fix the tv (uh yeah, Comcast is not a tv repair company), and to top it off customer calls in stating that no one in the household could EVER order adult pay per view movies......1) when it happens on a monthly basis and hasnt been an issue till now; 2) cable boxes log date and time of when movies are ordered; (I had one acct that had ordered $200 worth of adult ppv for 6 months straight (didnt become an issue until the 6th month for some reason.... after much argument with the customer (customer had also put a parental order code on the account that needed to be entered to order ANY movie) decided to send a supervisor out to check the problem....turns out that the teenage boys in the house fessed up. Comcast as a company will do everything within reason for it's customers but as with any call center, you never know if you're calling someone who has answered 40 calls already with screamin deamons on the other end.

Anonymous said...

is there any coorporation out there that doesn't have disgruntled employees? customers? lazy employees? or how about a call center that doesnt grade its employees by the amount of calls taken and how short the call is? I have a hard time believing that Comcast is the only company who has frustrated employees and customers, whos employees can be lazy on an individual basis or that they are the only ones who manage their employees phone calls through the largest magnifying glass avaliable. Verizon, Dish, Qwest, and Direct (to name a few) have their employees monitered just as close. The one advantage that Verizon cable tech employees (not the call center) have is that they are Union and that any changes made to installations, customer service, time that can be spent on a job has to be improved by the union. Comcast does not have this luxury, neither do the other guys. When changes and alloted times are made for the techs to 'improve' customer service, it ends up inhibiting the techs from doing their job to the fullest and it also shorts the customer on a few things because the tech is trying to complete everything expected in the day.

Anonymous said...

I am a comcast employee and if you all think comcast is soo bad, try fact not listening to what past or unhappy employees are saying... or making up. what all of them failed to mention is that comcast does comcast cares day, where many many comcast employees give up free time and go and volenteer to help makes towns and neighborhoods better all on comcast dime. and do personalized christmas and bday cars for employees. what other big companys do that! and as far as servce goes comcast will make probs right no matter what, look into the comcast garentee... 30 days money back no questions ask if ur not happy. no one else will earn ur business every month also other companys have to lock u in with contracts comcast does not do that. because they know they are the best in the business! yes there are flaws but every one has them .

Anonymous said...

Right now I'm temping for Comcast, and I have to say it's the worst job I've ever had.
I've been given 3 days training by a girl who has been temping for them for a month and now I get to start all by myself tomorrow.
I'm supposed to have a table, but Comcast won't provide one, although, they did give me a table cloth. I'm pretty much being paid to lie to people and avoid telling them about the extra charges.

Anonymous said...

Comcast cares day is a volunteer event.Some have good hearts and want to do something for others. Others do it to kiss managements ass to advance in the company.The stress that comcast puts on its employees is excessive.With new products and more duties, without pay increases. It is no wonder people are unhappy. never mind the angry customers we have to turn around.It is a GIANT and our goverment allows this.

Anonymous said...

It's odd that there are so many people popping in here to try and defend Comcast from the stand point that "you are just whining because you got fired". Not surprising that, this being the internet and all, there are a few trolls out looking for lulz because 4chan is down or something. Another possible explanation is that there are actually folks from Comcast sent here to beat down any truths that may be mixed in with the exaggerations. I've been with the monster for 2 years or so now and I found myself knotting way too much reading these posts. The employees here are placed under far too much stress and woefully under paid, but not being allowed union representation it is understandable. Hell, we had an "impromptu" meeting here a few months back about avoiding the dangers of "union talk" supposedly because someone in another state had brought up the idea of a union. Point being, if you must troll there are lots of other sites for you. Bugger off.

Anonymous said...

I have been a Comcast employee for the last 16 years and I feel for some of you who are not satisfied with your job or previous job. I know what it's like to have a supervisor who doesn't know enough about his department, it is very frustrating. However, Comcast is huge and there are many different jobs and many different locations to work. You could have applied for other jobs within the company or moved to a different locale if you really wanted to. I think that a job will take you as far as you want to go, and with Comcast the sky is the limit. I am proud to work for Comcast and I try to set an example and make a difference every day. For every bad employee there are ten good ones.

And to Lou Johnson, the guy who started this blog; Lou, I don't know you but keep trying. It seems like you have a bit of a chip on your shoulder, you might want to lose that first. Nobody owes you anything, earn it! I mean that in a positive way so please don't take it the wrong way.

Anonymous said...

Pay grade at this company is pathetic. How greedy can Brian Roberts be? What is he going to do with all the money. He needs to pass it back to the hard working employees especially the techs who are out there sweating and freezing!!!

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Anonymous said...

Local Florida comcaster here and as a whole this company blows might as well be in a communist state being told what to do. I started with the company in 2006 it is now 2010 and i have not promoted at all ,not to my performance but due to piss poor supervisors where do they get these guys from? I wish the guys at the top Brian Roberts knew how the company they started has went to hell in a hand basket. my benefits went up 401k match went down and they by universal and NBC yeah that makes sense but i did get 2 crappy DVD in the mail letting me know they merged no jacket for winter though obviously concast does have its proritys right maybe one day the guys in the office who make the stupid ever changing rules will take there asses to peoples homes that service doesn't work not due to anything at the home but the comcast mainline and get to explain why were the best choice in telecommunications lol lol yeah real sick of having to make up lies to please the customer. COMCAST LIKE ROME WILL FALL! POOR CUSTOMER SERVICE!POOR EMPLOYEE PAY! AND CONSTANT LIES! KARMA IS A BITCH CON CAST.........AND BTW IM A SLOWSKI LOL FU COMCAST!

FLORIDA TECH LEVEL 2 AS OF 4.5 YEARS

Anonymous said...

As a comcast employee, I have to agree with the fact that Comcast post CAE job descriptions as to be ethical. However, they have us doing some of the most unethical things to our customers. Alot of us choose to not go against that, mainly because we think that it's wrong. They fire people for ot selling; when they have a sales dept.

Out of 100s of calls we take in a month we are graded on 4 and out of the four we have to had a sale opportunity, completed description of billing, educated the customer on benefits/products, answered the initial problem of the call--all under 4 minutes. Oh! And don't leave out having to fix service. I did not know that they were hiring me for the slave ship.

I think we should stand up; if not because of hard economic standards they are using this to their advantage. It's either sale or be fired; which scares employees. Enough is enough.

Anonymous said...

THIS IS THE WORST COMPANY IN THE WORLD 2 WORK FOR,HOW CAN THEY SAY THINK CUSTOMER 1ST WHEN THEY DONT EVEN PUT THERE EMPLOYEES 1ST,SUPERVISIORS AND MANAGEMENT IS SO SHITTY,THEY NEVER HELP CAE'S OUT WE ARE LEFT WITH ALL THE WORK, WE DO ABOUT 30 JOBS FOR OUR ONE POSITION.MANAGERS GET ON THE PHONE WITH A CUSTOMER FOR 1 MINUTE AND GIVE THE CUSTOMER ALL THERE INFO AND CUSTOMER CALLS BACK EVERYDAY AND STATES MANGER STILL HASNT FOLLWED UP WITH THEM YET OR RESOLVED THERE PROBLEM.CDV IS WORK SERVICE EVER, THEY NEED TO GIVE IT UP THEY WOULD NEVER HAVE RELIABLE PHONE SERVICE LIKE AT&T WILL NEVER EVEN COME CLOSE.I HATE LAYING TO THE EDERLY CUSTOMERS WHOM HAVE BEEN WITH AT& T OVER 50 YEARS AND HAS THERE PHONE SERVICE THREW HURRICANES,AND TYPE OF WEATHER AND TELL THEM YES COMCAST IS JUST AS RELIABLE JUST TO MEET OUR DAILY SALES,OR THE CUSTOMERS THAT RELIABLE ON PHONE SERVICE FOR MEDICAL REASONS,ITS JUST WRONG AND THE EMTA (BACKUP BATTERY) IS A PIECE OF SHIT WHEN ONE SERVICE GOES ALL OUT EVERYTHING IS OUT.THE TECHS JUST LIE TO CUSTOMERS AND SAY OOOH ITS A PROBLEM ON POLE OR ITS DUE TO THE COLD WEATHER WHY YOUR SERVICE IS CRAPPY AND JUST CALL THE CALL CENTER AND THEY'LL CREDIT YOUR ACCOUNT, INSTEAD OF ACTUALLY RESOLVING THE CUSTOMER'S ISSUE,THE LITTLE $0.5 CENTS A DAY CREDIT IS NOTHING,THE OVERALL COMPANY JUST SUCKS,THATS WHY THE DO SO MUCH HIRING AND FIRING BECAUSE THE COMPANY SUCKS AND EMPLOYEES SEE THE COMPANYS TRUE SIDE ONCE THEY BEEN THERE FOR A FEW WEEKS,THERE SALES POLICY SUCKS,ATTENDANCE AND POINTS SYSTEM SUCKS,SUPS AND MANAGERS PRESSURE CAES TO SELL BECAUSE THEY GET A FAT BONUS EVERY MONTH DEPENDING ON HOW WELL WE DO,SO THET BASICALLY RELY ON US FOR THERE EXTRA CASH AND THEY SIT BACK AND DO NOTHING,THEY JUST WALK AROUND ALL DAY AND HAVE THERE PHONY SMILES ON THERE FACE AND SAY COUNT ON CAES TO DO THERE JOB WHILE THEY MAKE THE BIG BUCKS,IF YOU EVER THINK ABOUT EMPLOYMENT AT COMCAST THINK TWICE

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Anonymous said...

I worked for a comcast call center for 3 years. I worked hard to meet their impossible metrics and exceeded most of them only by working through lunches and breaks. The company expects it's CAEs (customer account exectutives) to take as many calls as possible and sell. I worked hard and got promoted to lead. As a lead I was always the one supervisors, managers and reps brought their problem accounts to because I worked hard to fix the problem. I didn't just pass it off to another department. I followed up on every account until it was resolved and I called the customer with updates. Because of the time I put into resolving the issues, upper management thought I wasn't doing enough because I didn't handle as many accounts as other leads. The thing is, follow up was the only way to ensure the issue got resolved. 9 times out of 10 I would receive an escalation where the customer had already spoken to another lead or supervisor and that person had done their job by forwarding the account to the appropriate department, but when it got there, nothing got done and the customer is left in limbo. I made a small mistake at work and because my "stats" looked bad, I was let go. After 3 years of being the "go to" person...I recently had an account brought to my attention that had a problem with the internet. The customer had called a few times and was told it'll be taken care of every time and never was. When I worked there, the motto was "think customer first" and we were expected to follow through if an account was brought to our attention (no matter how...call into the call center or standing in line at the grocery store). It makes the company look bad if an employee refuses to help. So I told her I still knew some people at the call center and I would email them her info. I got an email back (from my supervisor friend) that they no longer can accept accounts that way. If they even pull it up it is "red flagged" and they are coached. The customer HAS to call in (again) for tracking...absolutely ridiculous...There was a saying around our call center that the c in Comcast stands for change...they constantly change their policies to screw the customer more and more...

Anonymous said...

I have been an employee for 3 years now. It seems th!t every year since I have been there it has gotten worse. Every change implemented lately has resulted in more stress for our crew with few if any increases in productivity or customer service. We recently made the change from 4 hour timeframes to 2 hour timeframes. The problem is that our dispatchers do not use the autorouter that was supposed to accomidate the changes in our scheduling. Most days my route reads like this...
3or4 8 to 10s. 1or2 10 to 12s. No 1to 3s. And 4 3to5s. Apparently noone wants to take off a whole day of work to make an appointment so I have to scramble eveery morning to try to stay ahead and work an extra hour or two every day to meet people that just cant make it home until 445. Almost every day my lunch (if I get one) is between 130 and 2. This means that should I have more than 1 1to3s I must take an abbreviated lunch so as to not be late because of my break. We are currently short 25% of our work force because our new GM got rid of nearly all of our contractors so there is rarely anyone available to assist you sshould you get behind. Our "Quota" is a#justed by using the No Truck method of routing. Should we have an outragious number of points for any one timeframe a number of our jobs will be "NO TRUCKED". Last week I was routed 6 am installs with a total of 168 points in just the am. As a result my 83 point triple play was no trucked and I recieved 11 points for it. I dont know how stuff like that happens, but I do know that whomever is responsible is definitely not held accountable. The only employees at Comcast with accountabilty are Technicians. Sorry call centwr, dispatch, warehouse and sales... but this is the undeniable truth.

Anonymous said...

I have been an employee for 3 years now. It seems th!t every year since I have been there it has gotten worse. Every change implemented lately has resulted in more stress for our crew with few if any increases in productivity or customer service. We recently made the change from 4 hour timeframes to 2 hour timeframes. The problem is that our dispatchers do not use the autorouter that was supposed to accomidate the changes in our scheduling. Most days my route reads like this...
3or4 8 to 10s. 1or2 10 to 12s. No 1to 3s. And 4 3to5s. Apparently noone wants to take off a whole day of work to make an appointment so I have to scramble eveery morning to try to stay ahead and work an extra hour or two every day to meet people that just cant make it home until 445. Almost every day my lunch (if I get one) is between 130 and 2. This means that should I have more than 1 1to3s I must take an abbreviated lunch so as to not be late because of my break. We are currently short 25% of our work force because our new GM got rid of nearly all of our contractors so there is rarely anyone available to assist you sshould you get behind. Our "Quota" is a#justed by using the No Truck method of routing. Should we have an outragious number of points for any one timeframe a number of our jobs will be "NO TRUCKED". Last week I was routed 6 am installs with a total of 168 points in just the am. As a result my 83 point triple play was no trucked and I recieved 11 points for it. I dont know how stuff like that happens, but I do know that whomever is responsible is definitely not held accountable. The only employees at Comcast with accountabilty are Technicians. Sorry call centwr, dispatch, warehouse and sales... but this is the undeniable truth.

john said...

I totally agree that with Comcast it's all about money, sales. They don't care about taking care of customers or employees. I know my department is being merged with another that is over 60 miles away-we're offered the choice of either leaving the company or driving 60-70 miles to the new location for no more money. They tell us they're trying to save money by doing this. I've been over the expenses for each location-there's no savings, in fact, it's going to cost them more, because so many people aren't going, they actually have to hire and train over 20 people.
There's also huge pay discrepancies. The folks at the new location who are staying make a LOT more than we do for doing the same job. How is this fair? We've questioned this many times, and some of us have been told that if we want to keep our jobs, we'll keep our mouths shut.
The President just signed the Lilly Leadbetter act into law, which deals with pay inequities...I certainly hope this will have some bearing on this situation.
This move we're being forced to make-I can only figure it's political-most of us who are losing our jobs were employees for a company Comcast bought out. I'm thinking this is just another way they get rid of employees from previous companies. I should have seen this coming, but I actually had hope when they bought us out that they would be fair....
So much for being naive

Anonymous said...

PLAIN AND SIMPLE" COMCAST SUCKS!"

I HATE WORKING FOR THEM- I'M CURRENTLY LOOKING FOR OTHER EMPLOYMENT AS WE SPEAK..........
I HOPE THEIR COMPANY FAILS OR GETS BOUGHT OUT BY ANOTHER COMPANY.....ASAP!

Anonymous said...

i am a comcast contractor. i have been at it for 4 years. most of these posts ive read are BS. first yes customer survice does suck. the dont have the proper training on what actually happens in the field. IE: post said that employes dont do resedential wallfishing. not true. we do it all. its just techs are lazy and dont do them. sencond time frames do suck but their not backcharging for them so if ur late ohh well call ur customers and tell them and theirs no issue. i ge paid per job not hourly so work fast and make more money im happ to take ten twelve jobs a day all installs. go with the flow. the only thing that sucks is that they lower the pay every 6 months. moral is customer service needs more training and techs better pay. in a whole comcast aint that bad. ohh and they are saving money by fireing people and hireing new people that get paid 7 dollars an hour less. but if you dont like it got to verizon dish network direct tv or any other company and get the same shit as the first.

Anonymous said...

Has everyone heard the saying "bad news travels fast". Any educated individual will tell you that people with issues are the individuals who complain the most because they do not know how to handle their situations. Amazing how as long as things go "YOUR" way all is good. The minute there is change or you do not like your situation you complain. I"m glad Comcast does have a HR dept in place to appropriately handle whiners.

Anonymous said...

Wow, reading all these Comcast employment comments has left me wondering if I should accept a job with them as a customer service rep. I didn't realize you had to make sales, are asked to lie to customers and improperly trained. I am very concerned now given the fact I am not a salesperson, I cannot lie, and I perform poorly when I don't know what to say or do. Goal is to get my foot in the door and move into a clerical or accounting position as quickly as possible but am wondering now if I'll be able meet the sales/phone times/service quotas. Any feedback on what chance you have of getting through the 6 weeks of training and being hired, how it prepares you for the job and then being able to transfer positions?

Anonymous said...

Wow, reading all these Comcast employment comments has left me wondering if I should accept a job with them as a customer service rep. I didn't realize you had to make sales, are asked to lie to customers and improperly trained. I am very concerned now given the fact I am not a salesperson, I cannot lie, and I perform poorly when I don't know what to say or do. Goal is to get my foot in the door and move into a clerical or accounting position as quickly as possible but am wondering now if I'll be able meet the sales/phone times/service quotas. Any feedback on what chance you have of getting through the 6 weeks of training and being hired, how it prepares you for the job and then being able to transfer positions?

Anonymous said...

I have been employed for 4yr at Comcast. I meet my numbers, I am cordial on and off the phones, I have gained respect from the most strictest of supervisors and managers. I have been trusted to lend support to my team along with other teams all by myself with no help and I am looked to for guidance and assistance from fellow employees new and old. It wasn't til recently that I was dumped into a team with an inadequate supervisor and monstrous manager where I was pulled into a room and pretty much asked to consider resigning. This was done with no warning, no HR acknowledgment or presence and I have NEVER been on any PIP or even on a verbal. Their reasoning was because in a moment of frustration during a coaching session with my invalid supervisor, I said I did not like my job. So with this, they felt it would make sense to not only ask for me to consider resigning, but also lie about unemployment laws to get me to leave on my own and offer me the rest of the day with pay to go home and "seriously consider it". When I brought this up with HR, their initial reactions were siding with me, but after a private pow wow with the two evils, they quickly jumped ship, to save their own I'm sure, and I was left with nothing but fears of retaliation from my supervisor and manager. This company is a sorry excuse for a work place. I have put my all into trying to build a career and after 4yrs of having to deal with angry customers and sub par management, I am done with allowing them to get away with murder. They do no care about you as a customer, the same as they do not care about the person you are yelling at over the phone. I am slowing building a case against this company and I will expose them for who they are. You may be able to scam your customers, but when you try to screw over the ones who have been helping you scam them, that's when the line is drawn. I promise you this, Comcast will be exposed and brought down on its knees. They are already drowning and grabbing at straws financially. I only hope I will already be gone when this company collapse. And with a fat settlement check to boot.

Anonymous said...

I would like to chime in on my opinions of Comcast. First let me start by saying I currently work for Comcast and have also have worked for them in the past. The first time I worked for Comcast I worked in I.P. Support, for those that do not know that means I was in the call center and took calls from people when their internet or CDV was down. I had to leave the company for a couple years as I moved out of state and Comcast was not in the area I had moved. I have since moved back and was rehired for sales. Also for I should mention that my wife works for Verizon, so I have some incite into another communications company. First let me touch on the way they treat their employees. I can say I have never worked for a company that have treated their employees better. They have many programs and even just the atmosphere is geared to employee satisfaction. Are they perfect no, but no where is. You can go the other way and take Verizon who pays very, very well, however, their employees are nothing but numbers to them. The biggest complaint I see on here is having a sales quota. First of all the goals that we are giving are very easily meet. Someone mentioned that they were required to do 2 CDV orders a day. You would have to be trying not to get orders to not make that. The average person that calls in with a triple play can save a average 30 bucks or more switching to us. Also it's not like you miss quota 1 day and are fired. The first month you miss it, you get training and are put on a sales plan to help you make your goal. You are also paired with a high seller to help you improve you selling. The next month if you miss you do get written up but again you get more help for you to try and make your goal. You miss a third time then it's time for you to look for opportunity somewhere else. Selling is just not your cup of tea. As to lying to customers to get sales that is just bunk. I have awards for selling and I do not lie to customers. We easily have the best service out there it is not hard to sell. I am sad to say their are employees that do lie. Most of our sales positions do have a commission bonus attached to them and the unscrupulous do lie to make that extra money. I can tell you though if you are caught you are fired as really this is just stealing from the company. The only real problem I have ever had from them is my commission being messed up. Though they have always fixed it, just takes them some time to do it sometimes. But I always keep good records so it's easy to fix since I know what I am owed. Lastly I wanted to respond to the Tech issues. First about wall fishes. Contractors do not do wall fishes. In fact it is against their contract to do so. We can send a Comcast employee out to do a short wall fish, However, it is very expensive and there is a limit to how much they will do. They will not do a whole house for that they are to referred to a electrician. Also we are fixing the "getting paid by the job not the hour" We have started a new program that is going to be a part of every new contract for third party installers. Now the contractors will not get paid unless each service is working and even down to the right equipment needs to be installed and certain signal levels are required at each outlet. If we are forced to go right back out and find fault with a install they do not get paid, it's that simple. Also we have instituted the new customer guarantee. Now if we are late to an appointment you are credited 20 dollars. That of course some out of the contractors pay if it is their fault. We have our 30 day

Anonymous said...

I would like to chime in on my opinions of Comcast. First let me start by saying I currently work for Comcast and have also have worked for them in the past. The first time I worked for Comcast I worked in I.P. Support, for those that do not know that means I was in the call center and took calls from people when their internet or CDV was down. I had to leave the company for a couple years as I moved out of state and Comcast was not in the area I had moved. I have since moved back and was rehired for sales. Also for I should mention that my wife works for Verizon, so I have some incite into another communications company. First let me touch on the way they treat their employees. I can say I have never worked for a company that have treated their employees better. They have many programs and even just the atmosphere is geared to employee satisfaction. Are they perfect no, but no where is. You can go the other way and take Verizon who pays very, very well, however, their employees are nothing but numbers to them. The biggest complaint I see on here is having a sales quota. First of all the goals that we are giving are very easily meet. Someone mentioned that they were required to do 2 CDV orders a day. You would have to be trying not to get orders to not make that. The average person that calls in with a triple play can save a average 30 bucks or more switching to us. Also it's not like you miss quota 1 day and are fired. The first month you miss it, you get training and are put on a sales plan to help you make your goal. You are also paired with a high seller to help you improve you selling. The next month if you miss you do get written up but again you get more help for you to try and make your goal. You miss a third time then it's time for you to look for

Anonymous said...

opportunity somewhere else. Selling is just not your cup of tea. As to lying to customers to get sales that is just bunk. I have awards for selling and I do not lie to customers. We easily have the best service out there it is not hard to sell. I am sad to say their are employees that do lie. Most of our sales positions do have a commission bonus attached to them and the unscrupulous do lie to make that extra money. I can tell you though if you are caught you are fired as really this is just stealing from the company. The only real problem I have ever had from them is my commission being messed up. Though they have always fixed it, just takes them some time to do it sometimes. But I always keep good records so it's easy to fix since I know what I am owed. Lastly I wanted to respond to the Tech issues. First about wall fishes. Contractors do not do wall fishes. In fact it is against their contract to do so. We can send a Comcast employee out to do a short wall fish, However, it is very expensive and there is a limit to how much they will do. They will not do a whole house for that they are to referred to a electrician. Also we are fixing the "getting paid by the job not the hour" We have started a new program that is going to be a part of every new contract for third party installers. Now the contractors will not get paid unless each service is working and even down to the right equipment needs to be installed and certain signal levels are required at each outlet. If we are forced to go right back out and find fault with a install they do not get paid, it's that simple. Also we have instituted the new customer guarantee. Now if we are late to an appointment you are credited 20 dollars. That of course some out of the contractors pay if it is their fault. We have our 30 day money back guarantee on every service we have. And every employee now have the ability to give a free pay service for 6 months to any customer that has a problem. Comcast has to be doing something right as it is one of the only two telecommunications company's still growing in these troubled finical times. The other being ATT. The Satellite company's are bleeding money try to compete and are losing. Verizon has over extend their self's and are collapsing. As I said my wife works for them. They have spent over double on FIOS on what they had planned on. So as of now FIOS has stopped expanding into any new areas. They have sold 80% of thier copper line trying to recoup FIOS losses, with more to come. They plan on being out of the copper phone line business totally by 2014. My wife is going to have to take a buyout as they are closing her office in Maryland and moving to West Virgina. They are doing that because they are trying to replace there union employees with non-union MCI employees that they bought. I hope everything made sense. I am typing all this on my I Phone. I offer apology's in advance for any mistakes I may have made while typing.

Anonymous said...

opportunity somewhere else. Selling is just not your cup of tea. As to lying to customers to get sales that is just bunk. I have awards for selling and I do not lie to customers. We easily have the best service out there it is not hard to sell. I am sad to say their are employees that do lie. Most of our sales positions do have a commission bonus attached to them and the unscrupulous do lie to make that extra money. I can tell you though if you are caught you are fired as really this is just stealing from the company. The only real problem I have ever had from them is my commission being messed up. Though they have always fixed it, just takes them some time to do it sometimes. But I always keep good records so it's easy to fix since I know what I am owed. Lastly I wanted to respond to the Tech issues. First about wall fishes. Contractors do not do wall fishes. In fact it is against their contract to do so. We can send a Comcast employee out to do a short wall fish, However, it is very expensive and there is a limit to how much they will do. They will not do a whole house for that they are to referred to a electrician.

Anonymous said...

Also we are fixing the "getting paid by the job not the hour" We have started a new program that is going to be a part of every new contract for third party installers. Now the contractors will not get paid unless each service is working and even down to the right equipment needs to be installed and certain signal levels are required at each outlet. If we are forced to go right back out and find fault with a install they do not get paid, it's that simple. Also we have instituted the new customer guarantee. Now if we are late to an appointment you are credited 20 dollars. That of course some out of the contractors pay if it is their fault. We have our 30 day money back guarantee on every service we have. And every employee now have the ability to give a free pay service for 6 months to any customer that has a problem. Comcast has to be doing something right as it is one of the only two telecommunications company's still growing in these troubled finical times. The other being ATT. The Satellite company's are bleeding money try to compete and are losing. Verizon has over extend their self's and are collapsing. As I said my wife works for them. They have spent over double on FIOS on what they had planned on. So as of now FIOS has stopped expanding into any new areas. They have sold 80% of thier copper line trying to recoup FIOS losses, with more to come. They plan on being out of the copper phone line business totally by 2014. My wife is going to have to take a buyout as they are closing her office in Maryland and moving to West Virgina. They are doing that because they are trying to replace there union employees with non-union MCI employees that they bought. I hope everything made sense. I am typing all this on my I Phone. I offer apology's in advance for any mistakes I may have made while typing.

Anonymous said...

Also to Taron in response to your commission, if you take look we do not pay you for how much you sell but for completed jobs. This helps combat CAE's screwing people over signing them up for services that were not ordered or wanted. Also you have to remember for a RGU (Revenue Generating Unit) to count the customer has to not have had that service in the past 120 days. So if they had internet 2 months ago decided to go with someone else and then come back and you do the order it will not count as a RGU and is not eligible for commission. Also if a order keeps getting postponed you may lose the credit. So say you set a order for me now, you have until the last day of September for that order to be completed. You should be tracking your orders also. I like to use tickler so I know when I have a order that was supposed to be completed. Any good sales person will know how many sales they have and how much is owed to them. Hope that help you to understand better.

Anonymous said...

Interesting side note I had my wife read the post "Whatever happened to caring about the employee? " As I mentioned before my wife works for Verizon. So anyway she was reading thru and is going off saying how Comcast is starting to treat their employees like Verizon does. Then she get to the end and saw they were talking about Verizon and she is still laughing. Like I said before they pay very well but they assume that it is ok for them to treat you like a trained monkey. And I don't want to get into the Union who takes the employees money and do back flips to help MGMT.

Anonymous said...

As to the Abuse issue. We no longer block any port nor track what your looking at. We do have a 75 Gig limit for usage. The reason for this has nothing to do with what you are downloading but that if you are using that much bandwith you need to have business class. Not only for the fact that if you are using that much it is probly not for personal use and for the infastracture on our end. In order to support that kind of usage we need to know and plan for it so it does not effect our other customers.

Anonymous said...

Ive had comcast in the past and it did suck, service would go out frequently for hours...they are all about taking your money They are thought of as a evil greedy rotten company and customer service is a considered a joke. It is what it is...the public at large does not think highly of them at all. Those who want to blow smoke about oh what a great company they are and how great the customer service is....sorry folks, your not fooling anybody. They have pissed on too many customers and employees....truth always comes out...

Anonymous said...

I stummbled accross this blog looking for the job describtion for cae (customer advocate executive)at comcast so I can update my resume, now seeking employment 1 year later, after being fired from comcast on a technical issue, something that was bad enough to fire me, reminding you I had no previous write up nor warnings, but was not bad enough to stop my unemployment in which i've been receiving for a year now. Im going to try to be as short and to the point as possible, working for comcast left such a bitter taste in my mouth that i'v vowed to not even glance at another so called customer service position, basically we are over worked and underpaid,we are hired as customer service and bililng associates, however we have to sell,retain customers, explain bill, become phone technician and fix cable,set appointments, resolve issues etc.,all in 7 minutes, we where told in job describtion about being able to multitask, but we was not told to be able to do multi-positions while still getting paid for just 1 position, we are told to adapt to change gracefully, basically suck it up and shut up, we have weekly team meetings in which some of us; for instance wanted to no why would comcast raise there prices in the beginning of resession instead of keeping them the same or lowering considering the fact that resession means less money for our customers who is suppose to be first, this opinion of ours in there eyes would title us not adaptable to change, and would be answered as we got to eat too, so deal with it, but then when customers start dropping off like flies, going to other cable carriers, and they decide to do survey in which came back the reason for our customers leaving is because the price is too high, another meeting saying prices cut and just deal with it, I know this is business, this is what makes the world flow, however the way comcast handle there decisions result in there employees being mentally abused! Causes employees to feel we are walking on eggshells at all times, we are graded each month, and we are told customers are first however if our call handle time is too high, were in jeopordy of losing our job, if we don't sell enough, if we don't sound emphatic, if we talk too long, we can loss our job, bottom line is that it is sad to have to go to work in which most of us are there more than anywhere else feeling so powerless and knowing our place of employment can pull a tech and your out the door. Instead of Comcast doing Layoffs or downsizing, they just start getting cut throat and have a firing size down, and start walking folks out the building. Me personally was fired "so my manager say" because he just didn't feel the empathy in my apology to a customer, he said all though i said it more than once, manager and human resouces just didn't feel the empathy. I didn't get a verbal, written, nothing just fired.How can one work under these conditions with a clear head? gynieks@gmail.com

Anonymous said...

This www is very immpressive, you are good writer, waiting for more informations

Anonymous said...

Comcast is one of the best places that I have worked before. I love. They are always giving incentives to their employees. Ummm...the ones who actually work.

Anonymous said...

Has any one of you Comcasters or former Comcasters been paid extra in your pay check, then brought to HR to give it back and made to feel like you did something wrong? I think it is some sort of standard operating deal to set people up. Let us know if this has happened to you.

Anonymous said...

I have worked as a CAE in Advanced Services for just over a year now. I've had a bitter taste for awhile now. Everything "bad" said about Comcast in previous posts is TRUE. I have been in the working world for many years and lost a very good paying job in Nov 08, was hired by Comcast in July 09 - which is when my nightmare started. Training consisted of 10 weeks total - about 8 weeks of Comcast policies, meeting supv that have no clue who you are later on and 2 weeks of the most useless technical training I have ever seen. I have a tech support background and can honestly say I learned absolutely nothing during that tech training and have used maybe 1% of what shown to us. Now, talking to customers... I now have panic attacks and depression from this job. The combination of absolutely out of their mind furious customers and the pressure of sales, sales and more sales, I cracked just recently and said something horrible to a customer that I will not repeat here. The customer either didn't hear me or didn't complain because I have heard nothing from my supv. I have been told by many friends that I am "a nice guy". I dont' tend to blow my cool but my gosh, why do people think it's ok to call a service provider and rant and rave and tell me how stupid I am, tell me I don't have the brain capacity to do my job (and YES, I was recently told that by a customer) and then expect me to calmly and happily resolve their problem ? I do disconnect customers that will not listen or use language. I have been written up for taking too many breaks - well there's a real good reason for that and any other employer would be happy to have you take a few extra minutes when your frustration level has peaked over and over and over again...simply because some stupid fool can't figure out how to turn their TV to channel 3 and get mad because "it's Comcasts fault". Call center employees at Comcast are at the bottom of the shit pile - we get dinged for EVERYTHING....low or poor sales, arriving to work a few minutes late on occasion, not showing enough empathy, blah blah and blah. Something else that just blows my mind.. the way to get promoted to Supervisor or to most any other position within the company...in case you're wondering... doens't matter what your skills are, or what your previous experiences are or your ability to quickly resolve customers issues on first contact.... it's if you come to work every day (even when you're sick and share the bug with everyone you work with) and have good sales. The stress of this job is killing me and unfortunately with this economy, I can't get another job... so I pop another Xanex and it's off to wonderland we go.

Anonymous said...

YES, I have had Comcast deduct money from my paycheck with absolutely no warning. It was due to an issue with a Short Term Disability claim. I was furious and not over the fact that they deducted the money but that it was done with NO WARNING...no one told me there was an overpayment on the disability claims...no one told me it was coming out of the next paycheck.. until after the fact and even then I had to ask what was going on - no one ever approached me. Comcast has one thing in mind... Comcast. It was shortly after that little event that I started telling friends that my job is Comcraptic !!

Anonymous said...

Invested interest:

First, it is FiOS not FiOs, if you are going to refer to another corporation please ensure you do your homework and properly represent.
Second, I do not work for Comcast but have been with a competitor for many years. I can assure you that all of the challenges spoken to on this site exist in all telecom environments, so I would suggest that if you want a perfect job, with perfect benefits, and perfect objectives; grow your own business!
I do not see any reference to capital gain, net income, revenue accrued, budget restraints, nor the associated costs to pay employees competitive salaries. I am sure Comcast is in busines to "MAKE MONEY", not hand out their revenue to anyone who complains.

I could go on forever, however; do some job searching and enjoy the slow market. There are not many opportunities today so maybe: 1) you should show up to work, 2) meet objectives, 3) think positive and not negative, 4) customers are not in the habit of calling you when their service is working so why are you complaining when they call a repair or sales center for assistance??? Note to self: if customers do not call, there is no need for you.
There are those who see the glass as half full and those who see the glass as half empty. Need I say more?

Go read a book.

Anonymous said...

Question about privacy. Can comcast technical support or customer service read your emails or see your web traffic history?

Anonymous said...

Hi

Tks very much for post:

I like it and hope that you continue posting.

Let me show other source that may be good for community.

Source: Call center job descriptions

Best rgs
David

David Moultrie said...

David and "Goliath" aka Comcast.

I'm looking to sue comcast for racial discrimination, harassment and continuous retaliation!

Al Franken Doesn't Trust Comcast and I don't either!

Rep. Maxine Waters (D-Calif.) shares her skepticism and so do I!

www.ComcastDirectSales.com is Powered by David Moultrie III a (Current Philly City MPR Sales Supervisor)

Come read my story and post your own video updates to help address these issues. TOGETHER we'll beat Goliath... AKA Comcast!


"BWB"

(Breathing While Black),
can still be hazardous to your health!

David Moultrie said...

http://www.tvcash.com/player/select.php

Anonymous said...

The employees of comcast can say what they have to,but I worked there as a temp in the Johnson City,TN location. I did everything asked of me and more. There is nothing I did to warrant the way I was treated. People will say that you don't get let go for no reason, but I'm here to tell you that they do. The last day I worked there, everyone was just as nice as always. The lady who let me go, smiled at me as she left for the day and said "see you tomorrow". I found out later that she had called the temp agency an hour before that to let them know not to send me back. That's the kind of people they are. I have no reason to make this up, I'm already working somewhere else, make the same wage, so there are no sour grapes. I would just like people to know what they are getting into when you accept a job there.

Anonymous said...

Comcast recently forced all subcontractors to take a 35% to 45% pay cut. Their reply to our questions of "how do you expect us to live off this" was "if you dont like it you can quit and we will find someone else who will do the work for what we are willing to pay."

Mind you this new SOW *statment of work* actualy increases the ammount of work we have to do to recieve the pay.

Also the cost to the customer has not descreased 1 cent. They are still charging a customer 25-28$ per line of business for the installs. Ie if you get TV 28$ if you get Internet 28$ if you get phone 28% if you get all 3 lines of service 84$ (28+28+28) Do you know what the installer receives out of that for actualy doing the install. 12 dollar for video 18dollars for phone and 12 dollars for internet. Now if they do video phone and internet the installer receives 12$ for video and 20 dollars for Internet and phone mind you that is not each total you receive 32$ and some of these installs take 4+ hrs due to nature of the house wiring. Installing outlets (one of the most time consuming installs done) comcast charges the customer 14$ the installer who does it recieves 3$.


Today I worked 11hrs doing installs. I made 75$ for the day.
Here is the sad part I spent 45$ in gas doing this, yes most contractors pay for their own gas doing these installs.
So when all is said and done I basicly worked for less then 3$ an hr.

Now I know people have bad experiences with contractors but my numbers are far better then most i have less then a 2% trouble call rate and of those trouble calls only 5% are something which is my fault Most are faulty boxes which stop working after a few weeks because comcast reissues the same old nasty droped 14 times boxes back to customers or neighborhood outages which i as a installer have no control over.

I have seen boxes droped in the return counter that the moment they are droped cockroaches run from the box reissued that day without cleaning to the customers.

We as contractors work very hard to make a living. Like was said earlier if it doesnt work we dont get paid. So we try our best to get it done as quick as possible but also done right.

To have this pay cut forced on us is a slap in the face to every contractor who has shed blood sweat and tears over this job. Trying to provide for our families the best we can. Now we do it for less then the guy who flips your cheeseburgers.

Went from making a respectable 45-50k a year to making 15-20 if we are lucky.

Comcast reponse to all of this
"if you dont like it quit and we will find someone else who will do it"

Anonymous said...

It's funny to read all of these post. I worked at Verizon for 10 years in a call center and all the complaints about Supervisor not knowing anything also happens there. All the stress that we get by customers and the management team it's just not worth it.

Anonymous said...

test comment

Anonymous said...

I am a 30 year veteran of Comcast. I have been a bad boy too. I get people fired if they find out my secrets. I especially hate those office chicks that won't just sign off on the work to be done. Who needs a budget when u have the power I do. They should call me God or something close at least. I can have anyone fired for any reason. I have used the company to fund lots of fun stuff and for some reason when people ask questions. They either resign or quit or I have to find a reason to let them go. Well been nice talking to you all. HOPE U GUESS my NAME!!!

Anonymous said...

I started working for Comcast early 2010. I love it and I am sure I will love it until the day I am promoted to Comcast customer.

Every company has it's issues both with employee work production and integrity.

So far, I have had no issues.

Yes, you are required to educate the customer that we provide cable, internet and phone services on each call.

If you are a CAE-sales associate then you are required to provide this information on each call. That's what the company is paying you for as a sales agent.

For those of you that found it hard to sell, I don't know what to say to you other than trying being a door to door rep where you really have to sell. At least in a call center it is all inbound.

CAE-sales associate is a cake walk job.

I wish customer's would understand that Entertainment cost money. Comcast does not move the channels around, that is something that is decided on by the broadcaster. If espn decides it only wants to be in the preferred level then it is moved over.

My biggest issue is agent's that do a half ass job and don't inform the customer of what they are getting and the charges including installation.

If you are so stressed out talking to Comcast customers than maybe you should find other work.

Technician is complaing that they only get basically 1/2 of the install charges that Comcast charges, well that's pretty good. I know tech's that can install all 3 services in less than 2 hours. Yes, sometimes you do have problematic homes.

Customer's that don't want to pay anything for cable, internet and phone are the biggest joke. Everything cost money, and tech's time is worth something.

Comcast will never be shut down, so keep dreaming. While our customer service from many agent's is less than average. I'm all for weeding out the weak, unprofessional liars and half assers. You deserve to lose your job.

Your better suited for a McDonald's job.

As for the above person that states I'm being discriminated against... get a life... Comcast is full of all races. Stop whining because your family raised you to present the "race card" everytime thing's don't go your way.

Comcast is a rainbow of all sorts including lazy liars.

Comcast is getting better and they don't have a high turnover rate unless they feel after numerous attempts to help you meet goal, that you just really don't care.

Good luck in your pursuit of the "Perfect" job,there is no such thing.

Mike said...

Lou Johnson:
Experience is of very little means with employment opportunities. Regardless of what you know or don't know, each tech is put through training. What is important is ability to learn new things and have a positive attitude towards customers and the company. 15 years ago things were MUCH different. Cable is way more complex than what most people can grasp without having any kind of modern training. And seeing as how Comcast continues to make gains even in a struggling economy, I to this day do not see bankruptcy in the near future. Seeing how that comment you left was in 2007, you probably won't read this, but 2007-2008 was actually quite the booming year for Comcast. Comcast is now number 3 in phone service.

Anonymous said...

Ive been a loyal cable tech for 6 years now. first with Time Warner Cable(2 years) then with Comcast(4 years). I must admit alot of the goals and expectations with Comcast are nearly impossible(as a tech). with 5 different departments wanting something from the tech to do while we are on site at the job, and being overloaded with work,and yes if I were an owner/ operator i would probably set expectations high too, to reach acceptable performance. yup its a ruff job at times and I wish someone would step back and take a real good look at what the tech really does. but all jobs have there positives and negetives, no matter where you work. I work hard for a living with a steady job and a company that doesnt look like there going anywhere any time soon. Its hard but i'll be alright.THERES ALWAYS SOMEONE OUT THERE WITH A MUCH HARDER JOB.

Anonymous said...

This company tried "regionalizing" calls a couple years ago. It would be so nice for the customers because they would get quicker service!! Suuure! Since some time last year (it is 05/2011 now)Comcast started outsourcing to Phillipines where they pay them $2.51 per hour (sure beats being a beggar or a prostitute), an also outsoursing to Mexico, Canada, and Texas. Some of them are so untrained and dumb, thay ask us reps for help(go to your supervisor!!!!). I cry a lot because of the stress. When I started, the ACW(after call time allowed before you press a button to allow another call to come in ) was 19% of your calls, then 17%(they saw it as a bad decision) and raised it to 22%, we were happy and then lowered it to 17% again and Comcast keeps changing the rules. There are TSR goals(transactional sales rates per call) also if you get calls you need to transfer it still goes into the percentage of sales per calls that came in your que. Now they give the customer the power top get you in trouble when nothing happened! There are these VOC (Voice of the customer surveys) but I had a bad review because the person was unhappy with the appt. date, and other times it was the person before me that was rude and I helped them, but got the bad review!!!! I am the kind of customer service rep who is too sensitive. I want to help the customer to the nnnth degree, really. But all these regulations from the employer, changing our bonus structure ....etc. and also being called various swear words by customers makes it so hard. The employment out there is not so hot now either. So I guess it is just kiss ass and go home and cry or whatever. If i make a complaint I will get written up. I lose either way.

Anonymous said...

Thanks for all the info, I helped a Comcast supervisor at my current job today, and she was so pleased with my service that she asked me to apply at Comcast, gave me her contact info and the implication was that she would fast-track it, or whatever. Anyway, after reading up on Comcast, this blog in particular, I can't imagine working there. I work retail, so it's not like I'm not used to irate customers, ineffectual supervisors, and being told to sell sell sell, but nothing anywhere near like the stories I've been reading here. Thanks for preventing me from making a huge mistake.

Anonymous said...

i have been a comcast employee for four years and i can ell allthe bad things you have heard about this company is 100% true i am currently out on short term for stress related issues and it is because each and everyday the stress brought on by company rules changing or being tweeked which seems to be there favorite word make each day worse you never know when your going to get fired not if its just when i do my job well make all of my goals have led my call center cosistently for the past 3 years in all goals win contest and yet i still dont have any guarantee of employment comcast is nothing but assholes looking to make as much money as they can they preach integrity yet they have a system that is settup to make you dishonest

Anonymous said...

Basically this is how they do it.( Here's alot of work do it quik but take your time, here's more work we need it done in a timely manner but be safe, how come your not meeting your goals and metrics?) Its a lose lose situation. As the bottom of the corporate toadum pole we have no say in anything and no respect. But in reality we are the right hand..the face ......the main component that keeps companies like this rolling. I just wish we were treated like it. Well that's just a tech venting from all the stress maybey by doing this I will postpone that heart attack I've been waiting on.

Comcast Direct Sales .com said...

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Anonymous said...

I love working for comcast
Short and sweet I don't sweat work stress
-mo smith

Anonymous said...

I love that you employees/ former employees of comcast are here to let people know what we have all suspected for many years. The only reason I stick with comcast is because of the fast internet. The customer service line is crap. The average hold time if I call for a problem with my service is about an hour or more, I wouldnt know exactly because I hang up at the 60 minute mark. Also if I do actually get a person on the line its when I press the add to my service prompt. They have a tendency to get to me pretty quick if they think they can sell me something. Last week during one of my frequent (monthly) trouble with my service calls I pressed the prompt for add to my service and I got a person on the line in about 1 minute. When I explained my situation to her she suggested I switch to business class as she stated I would get better customer service. I told her I would consider this option and would get back to her if I decided to go that route. Since then I have gotten at least 13 emails from her regarding switching but , my problem with this is I told her not to cxontact me I would contact her if I was interested in switching. I have since asked her to stop sending emails and she basically has ignored my request and now I begining to think she is just sending me the same info over and over again just to be annoying. Do any of you have any ideas about what I can do to get her to leave me alone. Signed I HATE COMCAST. PS thank you God for dish network

Anonymous said...

I applied for a position at Comcast in Colorado and they said they want you to be available 24/7. Well I told them I'm available but not in the mornings on Sunday but any time after that is fine. They don't care if you have Church. No company can keep you from going to Church or any other religious function. I'm grateful I didn't get the job.

EHi said...

EHIGH...I worked at Comcast for 3 yrs and the first 1 1/2 was great. Once we moved to the 4th floor in the Largo call center.....lets just say things went downhill. I would not recommend this job to anyone. The level of stress is unbelievable and trust and believe the managers and supervisors have their favorites so don't look for any sympathy or empathy from anyone except yourself! I wish all current Comcasters the best but...RUN RUN RUN!!!

Anonymous said...

I would like to make a comment. I am a rather new employee and understand what everyone is saying, and I agree with most of it. The un-exagerated, that is. Out of all your comments though, I would like to say that from what I have observed in my call center, is that the reps, like myself genuinely want to help the customer quickly so we can move on to the next one. The selling aspects sucks, but we try and inject that in the calls that we can. I actually feel good a few times a day when I can calm down an irate person and maybe one of them ACTUALLY apologizes for yelling at me! I know we are in a business that deals with a LOT of people that have WAY too expensive electronics for their meager educational background, and we have to walk them through resetting their cable boxes, etc, BUT...it was the ONLY business that would hire me in this economy, and for NOW....I am working full-time again with benefits, and I will deal with the stress until that giant check from Publisher's Clearing House and their van comes to my front door!

Anonymous said...

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Anonymous said...

I am a senior Comcast employee in the Midwest Division and I have worked for almost 27 years in sales and I have never seen acompny that lies to its employees so much EVER, they will do what ever it takes to make good to the public & to the stockholders and screw everyone else.Comcast Cares Days?? have fun if you dont volunteer to make the company look good.Tjob description is nothing close to the description they give and Comcast will keep on piling work & more work on you.Brian Robert was rated in the to 5 of wORST CEOs in the world last year by CNN & others .Ever since father Ralph Roberts let go of the reins employment has been a "job" & NOT A "CAREER"* I was a top producer last week & I had a choice of an apple or popcorn for a bonus!!! Brian Roberts ,,,, could you afford to spend some of your 50 million a year plus stock options to take care of your people>????
We have been through 4 VP & 7 call center directors in my division& countless managers and the bottom line we are STILL rated one of the worse companies in the USA for customer satisfaction.We recently let the word out that we will be hiring 450 in the Twin Cities and we cant find enough people to even apply for the job in this economy says it all about Comcast.Even when everyone is desperate for jobs they will not work under these crap conditions and blatant lies by Comcast management

Anonymous said...

I was hired in 10/08 as a Billing Customer Service Executive. I went through 6 weeks of training. Then I got my own little cubicle on the floor...All was going well until May 2010 when they turned on the air conditioning full blast right over my head. I have severe asthma & the air was affecting my breathing. Even customers on the phone could hear the air blowing & asked what was the noise in the background. So I asked to be moved & was told no. I then started wearing a hat & scarf to block some of the air coming straight down my neck & was told to remove it or be written up. I developed more breathing problems & at a subsequent visit to my doctor was told my lungs were shutting down & were only operating at 45%. My doctor took me off work in mid June 2010. I was not allowed to return until I was operating at least 95%. I ended up being off of work & on leave for 6 months. When I came back to work I was given 1 hour of "training" & put back on the phones. I worked for 3 days thinking I was doing ok until I got called into the office saying I was being suspended for 10 days for giving away HBO free for 3 months! I was like what? They played a conversaion back the taped conversaion where they said it happened. The lady called in re: a tech that came an hour after her appt window. Per the customer guarantee, "we promise to be mindful of your time" I felt that the gurantee compensation was aprropiate after all we were supposed to be 'empowered' right? To do what it takes to 'retain' the customers without sending them to retention? Anyway they suspended me & on the 8th day of my suspension I got a letter saying I was terminated & all of my personal effects would be shipped to me. So I immediately filed for unemployment as well as contacted my attorney. Comcast denied my unemployment so I sued them! They claimed I used 'illegal' codes to give free cable. But the codes I used were not illegal BEFORE I went on sick leave & I was never told not to use them anymore when I came back 6 months later! In court my lawyer & I went thru the fact that I was a model employee with several awards & accolades before I went on leave I had never done anything remotely wrong before. PLUS my attorney was able to get a former supervisor to admit on the witness stand that they target employees who go on long leaves of absence with pay when they come back to fire them by any means!

I have mixed emotions about Comcast. I enjoyed working there but them lying on me left a sour taste in mouth. I will use AT&T for my needs from now on.

Anonymous said...

as a CAE for 14 years I can relate to many of the complaints that are written here- I was targeted from the beginning... lost out on several anual raises yet managed to be a TOP SELLER several months, years in a row and not even in the Sales Department- Management is exceedingly clickish almost discriminatory against people. tried several times to get out of the customer service department as I knew I was headed for burn out yet people off the street would get hired for the positions I would apply for, with no experience, even tried transfers to other locals to just get out. but ALWAYS denied was written up for a 0 call. that was proven to management that was NOT my fault suffered thru the YEARS probation till terminated-

It was stated here that ex employees often inflate their termination but many dont! they are trapped by management that gets away with comming in when they want ( hence changed since I left) supervisors that REFUSE to take a customer calls one in particular a villin at doing this ( also hence changed since I left)

evaluations based on supervisors personal opinions rather than actual facts its amazing how numbers can me manipulated to equal anything management wants it to-

Sad I loved my job loved customer service HATED the manager who thought herself as a self appointed God , and he crew of hand maidens who kissed her backside.

Yes Karma is comming as is her day hope she likes what shes reaped as do her handmaidens

Anonymous said...

I agree that most former employees do exaggerate situations. I however now know that it is all a joke. I fought to be hired and was told to start a different training based upon not my qualifications but on what time I called back to confirm whether I would be at the training class, when I had verified it 2x's previously. I then went through a horrible training in which I was asked why I did not become part of the cliques that were forming. I am a little older and find other things to worry about. Then saw someone be let go due to a rumor that was started by someone who had a personal vendetta in the training class, and a trainer whose ego was defined by how many people kissed his butt in the class and became his friend by throwing him compliments all the time. I then had problems logging into my phone system on multiple occassions at which I advised my supervisor each time. She told me to not worry about it that she would have them removed as exceptions. Hm, I then found myself in a HR office after I had emails from my supervisor stating that on numerous days she cannot find my login times, only my logout times at the end of the day for being late. STrange, yes, I know, I even have a hard time believing it. But it is all very very true. I'm irritated beyond belief, and upset because yes, they dismissed me. First time I have ever been dismissed from a job. Im angry, and feel very betrayed, where is the supervisors responsibility in following up with things showing I was there? Looking at badge scans, my work history on the computer etc? All because of a glitch in the system. Then lost on on commissions due to the glitch in the system. I left with a 98.7% ATS (adherance to schedule). They included all the days for the month in which I was not there due to being dismissed and lost out on 387.00 check. I found this out yesterday. When they told me my commissions check would be paid to me on the same schedule. And I only recieved a call back after I had left 3 messages to the only HR woman who deals with this issue. Or so I was told, the last message I did state that if I did not recieve a call back I would contact the Utah labor and division office and file a complaint. And I still will. Where is the ethics?

Anonymous said...

Dang, this smells like the blackest community I have ever been in. Phew!!

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Anonymous said...

I have to say it seems to me the only ppl that are complaning are people indoors working in the call center and such. I however work as a tech and have been a tech for almost 14years and i love my job i chose that job so i wouldnt have to be inside with my boss every moment im out on my own and i talk to my boss once maybe twice a week at most. in my opinion Comcast is a great place to work i make a good wage and have job security in the largest cable company in the country that means to me i get to feed my family pay my bills and be happy and i love it ........

Anonymous said...

I believe in God, and I think things will start looking up for me for 2012. Help I'm unemployed...not really...I'm a Comcast employee, but that's really like being unemployed. This is the most dreadful place to work. Dollar Tree treats their employees better. Here's an analogy. Comcast's premiere triple bundle is the top of the line. The economy bundle is the bottom of the barrel. Comcast employees are expected to produce work on the premier bundle, but their pay & appreciate is at the economy or limited bundle level...

Anonymous said...

I worked at Comcast as a direct sales Rep and I loved it. Comcast is one of the best companies to work for they train their employees well. If u way they don't give enough training then u must be ignorant and not understand much of anything cause they gave 3 weeks of trainging with is enough to figure out a simple computer program. Its not college. Plus they always gave bonuses and prizes like I won a free ipad 2. Comcast has great services and benefits for it employees. COMCAST SERVICE IS ONE OF THE BEST TOO.. customer service is bad..I used to deal with customer would complain bout the HD or internet wifi is bad but they always had a cheap TV or router... u can't except the best if u don't have decent quality equipment

Anonymous said...

I have been with Comcast for over 15 years. I used to love the Company & my job. The past few years, here in Pittsburgh, the company and working conditions have degraded immensely. I'm to the point that I hate my job and hate Comcast. Management is useless and inept. They have all become yes men for regional management. They have no clue what the boots on the ground are dealing with. The pay is very sub-par for the industry. They have also introduced salary caps for those at the upper end of the pay scale. Gee...I wonder if the big wigs at the top of the food chain have to deal with pay caps. The benefits get worse and more expensive every year. Couple that with the pay caps and our pay is actually less every year; all the while inflation jumps every year.
I've been looking for other work. Once the job market turns around, I'm going elsewhere. There was a time where I was more than happy to stay with Comcast until I retired. No longer. I'm looking forward to getting to work for another company.
If you're considering working for Comcast, my advice is run, don't walk, away. You can do much better than Comcast.

Anonymous said...

someone said "I worked at Comcast as a direct sales Rep and I loved it." just to let you know. us com tech HATE you guys. you never get anything right and you force bull !@#$ on cust that they dont know you forced on them.that being said i agree with most of the things that i have read here. considering sueing comcast over some of the bs they pull on us. maybe even class action style.

Anonymous said...

I was a Comcast CAE for five years, until they fired me for not making my stats....I took too many calls per hour and my sales were getting worse. It was very difficult for me to try and talk people into upgrading to a service that they didn't want or need, just to incease my sales, when they were struggling to pay for the services they currently had. Well, that is not what management wants at Comcast....it is all sales/quota driven. They brag about think customer first...what bull...all they think of is their bottom line, meanwhile paying a sub-standard wage and raising benefits yearly. The management is not acessable and you have to be in the "clique" to advance in that company. It is very structured, to the point that you have to wait to go to the rest room until your break/lunch or risk having your stats fall by signing off the phone. I was happy to be working there for the first year of so, but it has gotten progressively worse each year. I'm certainly not happy to have been fired (still waiting on the unemployment) but do not miss the pressure and stress of working in that call center. These other employees are not making this stuff up....it is true. Comcast sucks!

Anonymous said...

I always enjoy reading these blogs and hearing the various opinions of current and former employees. The negativity and bitterness never ceases to amaze me. Before I comment on some of the overall sentiment I have read about, I will qualify my degree of expertise on the inside happenings within the company.

I worked for Comcast for 22 years. I started as a CSR, then supervisor, manager and regional manager in the toughest market (in my humble opinion), Bay Area, CA. I was laid off in 2010 and while the last two years of my employment were the worst two years of my tenure there, the problem was not the company. It was how I adjusted to the company change in values.

That being said, it is easy to say the company does not care about its employees, especially if you are an employee not in tune with the culture of the company or lack a solid work ethic. I can confidently confirm that in every meeting about every change, policy, initiative that came about... the employee was always discussed in a caring manner. My senior leadership always had the employee in mind when making decisions. The fact is though, Comcast is a numbers based company. It is a company that is in business to make money, not friends and certainly not win any popularity contests. Comcast has a moral and ethical obligation to its stock holders and customers and they do not mince words about their position.

One needs to understand the culture of the company work for and adjust accordingly if it is not in alignment with their own values. It is that simple.

In the 16 years I was a manager there, I have fired employees for stealing, dishonesty, attendance, and below sub-par performance. Never once has anyone been fired because they were not liked, or spoke out too much, or because they were a certain skin color or sexual orientation.

I could never bring myself to work for Comcast again, however, Comcast is a good company to work for so long as you take it for what it is. No, they will never win, "best place to work" without some influence, nor will they ever be compared to the workplace of a Google or a Cisco. But the company will be here and continue to grow and prosper. If you can handle the bureaucratic drama, then you will do just fine.

Anonymous said...

Yes we do. It's called a wallfish and its 69.99 in my region

Anonymous said...

I am a Comcast Employee and have been so for the last 5 years It's far from the best job ever but far from the worst. Yeah they could pay more, have more incentives and care more about employee morale but they are still better than 80% of companies out here that you don't need a College degree for and this is coming from a Tech that works in the coldest cold and the hottest heat. If this job or service doesn't work for you SWITCH!

Anonymous said...

Plain and simple Comcast could care less about their employees. They suck I hate my job and have been there for 14 years. Wish they would get bought out. All they care about is making money.

Big D said...

what is the difference between CAE 1 and 2 and 3 and so on...??

I'm thinking of taking the plunge

Anonymous said...

Wow, all I can see are either peeps crying because they couldnt get a job at Comcast..."boo hoo" 4 u. Or formal employs -stressing the word FORMAL crying because they were fired or let go...Really people get a life. Any job is what u make it and to say "I left my job at the call center because of the stress" Pleeeez u didnt leave u got let go because u werent doing your job. Not every person can make the cut for every job. If you knew you were a spazz and stressed easily why on earth would u have apllied for a call center job? "My manager said you dont know it make it up" thats just a stupid comment from a brainless person. You were never told that you just didnt read ur employ book or was dozing off in your training course. O BTW the guy that was sleeping on the job on utude was fired. And new guy who dont have the answers...How bout talking to your supervisor and asking 4 additional training so u do know the answers. The only thing I can agree with as being a long term field tech is it is hard enough to troubleshoot on site. I can imagine how hard it would be to do over the phone. As 4 the comment about "I must have been wrong race or sex to get the job"? REALLY!!! Comcast is an EOE in every aspect of the word. Your color or sex would make no diference I see women field tech and people of ALL races working here everyday. If you didnt get the job you were not quialified for the job u applied. People act like Comcast is the only provider out there....Clue u in folks theres many choices go try them we will be expecting your return business. Comcast does strive to keep every customer happy with the services provided. There are certain things that have to take place to achieve a stronger foot in the competive field we are in. Some of these things are negitive customer impacting for short terms to achieve a better end product. However all are generally directed to improve our hold on a always changing market and customer satisfaction. There is nothing worse than a dissatisfied customer. Comcast strives to excel in fixing an issue as soon as possible. I can say in 9+ years with the cable industry it has turned on its head upside down. Meaning near everything has changed since the day I hired in. I would expect it will always be an changing field.

The Truth said...

I worked in the New Bedford, MA call center on Pleasant St for about 2-3 years. There are some serious issues with Comcast as a Company. First of all they are always playing games with the prices of their products. This causes customers to get upset. They are also overpriced. No one should have to pay $50-$65 per month for 12mbps internet. They really screw with the call center workers. They monitor every second of your shift. They track you on so many levels, and so meny levels overlap other levels. It makes for a horrible work place. So many months I had the highest sales in the call center (as a CAE - Billing Rep) yet they had issues with call length times, number of transfered calls compared to others, not hitting all 16 points to the conversation, blah, blah, blah blah. The worst thing was the Supervisors. A few were good but most were idiots who simply kissed ass to get the spot they were in. They didn't take escallated calls when they were suppsed to. They would just take off and do whatever leaving the call center with no one to send customers too who wanted to speak to someone else. 1 day per week was meetings, 1 day per week was furthering their training, the other 3 days were hidding from doing their job. Denise Fernandes is a loser. So is Cindy Perron.

The Truth said...

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Such bitter people. Get a life and move on. If you don't like your job get another one. No one forced you to work for Comcast. Suck it up and move on. You all act like a company owes you something other than a paycheck. Well Comcast has awesome benefits. Most companies don't offer very good benefits if any at all. Plus add all the complimentary services you receive and your pay is well above most companies. And Lou, I never heard of Storer Cable and I've been in the business over 20 years. So if you were as good as you sayu, Comcast would have hired you immediatley. Sounds like you were probably a slacker that thinks because I spliced cable anyone will hire me. Try being a contractor and make money for what you do with no benefits. If you are so good you should make enough to pay for your own benefits. And CAEs, you obviously weren't good enough to make it with the company. If you guys are so good move on and work as a CAE for another company and make the big dollars you think you can make elsewhere. You go into a customer service job not expecting to sell the product, how do you expect them to last as a company if they don't have employees that are willing to sell services. I suggest you go work for McDonalds or another fast food place if all you want to do is get by. Grow up!!!

Anonymous said...

I've worked at Comcast in New Bedford, MA for almost five years. All I can say is its a very stressful job because you have so many metrics to follow which is ridiculous, you have surveys people take to rate you and the company. Their is also a new grading system with aproximately 30 things you are rated on including sales. You always have to offer a product or service and discuss the value of the products to people who can't afford what they already have. I love helping people and i love helping however I just had to quit because I could not deal with the negativity especially from customers. I would get anxiety and panic attacks from people yelling at me. I understand you are upset for whatever reason but I am a human being and I want to be treated like a human being. Those are the type of calls that affect your whole day. It's hard to not think about it after you've been berated for half an hour or so. I don't understand why people think it's acceptable to call up a company and swear at you, talk down on you and then expect you to help them resolve their concern. I quit because I wanted to like people again and working their, I hated people. We get a lot of escalated calls. Policies and products are always changing. What i hated the most was training. Training was horrible. Being a billing rep i thought that we would go over a ledger and the system more. Every thing you learn, you learn on the floor thru time and then it changes again. So that's what i don't like on the positive note: my coworkers were amazing, the benefits were the best, especially the courtesy service for internet and cable. You get a lot of PTO time and paid holidays. If you work on a holiday you get double time and half. I truly enjoyed helping the customers. I know what they're going thru. However with all the metrics, surveys, call scoring, and every day the same type of escalated calls I've had enough.

Sebastian said...

"Employee Confessions" from a guy that never got hired. LOL He obviously has a real good grasp on reality. I mean Comcast in the red? That was 5 years ago. Comcast is still around and bigger then ever. So much for filing bankruptcy.

Anyway, I live in the suburbs of Chicago and have always had awesome Comcast service. A couple of years ago I applied and got hired by Comcast out here. So far, best job I've had. Good pay, don't have anyone looking over my shoulder every minute, and I get to meet other Comcast customers every day.

Anonymous said...

Ive been with comcast for 10 years now since they were AT&T Broadband here in WA, started out as a CAE worked my way up in that Dept, then moved out to the field Ops where I currently am working. I aint gonna lie the CAE reps have it hard sometimes I felt like a verbal punching bag, but you shake it off and move on to the next. But my theory is simple, if the shoe dont fit find one that does! And Tech OP's is where I found a shoe that fits! lol.. I enjoy my job, pay is good, benefits are good, and advancement is always a option, just takes effort and less crying!

Anonymous said...

i just like to say that yes comcast is a company full of bullsh*t. most of the comments were ex employees or never were.....im a current employee a CCT4 which for those that dont know im a service tech. the comments you heard were 99.5% true the only this that wasnt is that techs lie and that the biggest problem, which its far from the truth but not always, i get 10:30-11:00 appts that customer were told by CAE that will be there at 8am and that they called for a cdv problem when its a digital problem for remote problem. and thats part of what the upper management lacks control of there departments and how they interact with each department, ive been on roundtables with call centers, RSC and VP of tech ops and head ends, which i no longer do due to it being a waste of time. the only reason why i stay is because i have a family to provide for. Yes, ive been at better jobs and worse jobs, this company only looks out for money, not customers not employees, but they are not going anywhere because that have every cell phone company renting cell towers, they sell cable to other smaller cable companys as well as mid size providers, so they will keep growing and im just buying my time to call it quits and retire and sell all my stocks. So bottom line is yes it sucks but so does every other large company, and also look comcast outlasted verizon fios and landline as well as has verizon wireless in there pockets

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I work for Comcast, I just don't like being threatened because of a lack of sales, fear is a lousy motivator.

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I am a current employee. Have been for 8 years as a field tech. Ct4. Where I am, the job is not worth the stress. I currently have resumes at 4 different companies and hope to hear something soon. My problem is routing and goals we have to meet. I HAVE used the open door policy, and still currently am. I am past the "regional technical manager" and on to his boss. He, the big boss, had not heard of any of these issues. Obvious break down in communication. My issue is this, in a 2 hour time frame, you will have 3-4 jobs to do. You can't really be thorough. We, locally, are treated like machines, not people.

Anonymous said...

Current comcast employee. I love and hate my job. I am a CAE2 and a mentor, which means I do floor support. Here is the thing you have to face the fact that this is a mass corporate enviornment. You have to deal with the constant policy changing, lack of training, mismanagement,and the pass the buck attitude in the company. If you can deal with doing the best you can, in the situation and not giving 100% customer service, it is a great company to work for. If you take stuff too seriously the job will make you crazy. It is fast paced, cut throat, and anumbers game. Your job is 50% numbers, 50% customer service. Drink the kool-aid or quit. If you can't hang you are missing out on killer benefits and a ton of advancement opportunities.

Anonymous said...

When human resource representative in in a group meeting where everyone is told "that's the way it is. If you don't like it, find something else to do" and nothing is said, that is a problem. The person who said that was a regional technical supervisor. To the CAE2, I hope that comment wasn't put to the previous comment. That was me. Here's what you are missing, while you are on the phone with them, we are in the houses.

Anonymous said...

They do not treat their employees right! And they are backstabbers! They hire you working less than 40 hours and do not give you benefits and threaten you every chance they get for every little thing they "think" is your fault.

Anonymous said...

They are a shitty company, they constantly fire vets and have to bring in new training classes and once those trainees get out on the floor they dont last more than a month. They also love to mess with you if you have FMLA. Supervisors and managers hang out all damn day and rarely know how to help you. They always say "check casper". Fuck Casper, Im asking you! I've been with the company for six years and I cant wait to get out! Its like a prison sentence.

Anonymous said...

Yes Comcast does I worked there for over 15 yrs and its called a wallfish and we set them up all the time. Comcast is full of ##@$ ans they do not care about their employees the way Suburban Cable did under Lenfest. Everything revolves around bottom line numbers and not the people who help to make the company. Beleiev me we were told by upper management at the end of the day numbers is what count and yes people were under constant demands n pressure to meet those numbers or be replcd by somebody who could. Real facts in I worked in the payment center in Delaware where we went from being customer service repay taking payments to sales reps and even startrd trying to drive people who wanted to make payments out of the only office on New castle county and send them to check cashing places because those people were not important only the people who were upgrading and installing mattered! New Castle County Payment Center

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Anonymous said...

I've been a Comcast employee for over a decade now. In some ways it's great, (benefits, hours), and in some ways it really sucks. As others have mentioned, you are constantly asked to do the impossible in terms of meeting scheduled time frames. You are also held accountable for things over which you have no control. So all the warehouse gives you this week is 10 year old junk equipment? Tough luck! You're still expected to keep your repeats under 7%.

One thing that was crap though was the ex-employee talking about techs lying and being lazy when it comes to wall fishes. I have done literally hundreds of wall fishes and if you haven't been there and seen what is being requested, you have no business second guessing the tech. Many locations are impossible for us to wall fish. This might be because of a flat roof with no attic space, a home built on a slab, no authorization from the landlord or safety reasons like rat infestations, standing sewage or temperatures over 120F, (attic crawlspaces can be like an oven).

Likewise, the "lying". Based on what I have seen, customers lie far, far more often than the techs, especially when they have missed their appointment. If I wasn't there, how come I was able to identify the color of your door and put a paper tag on the knob? There's usually no reason for us to lie. We don't make a lot on commission and we can and do get in trouble for misrepresenting things. I know more than one tech who was fired or received a final written warning for not being where his pocket net said he was.

Anonymous said...

Wall fishing is only allowed in certain regions.

Anonymous said...

Dude 3-4? In two hour time frames? Does your base get like 10 call offs a day or something? Honest question

Anonymous said...

As a technician, you receive commission? What area do you work out of?

Anonymous said...

I believe Comcast is purposely trying to create additional revenue by intensionally dening service randomly in areas around the country. This in turn generates calls to customer support where unsucessfull attempts are made by support to remotely return service to the customers who have not purchased service call insurance. The customer is then offered a service call which most customers are unaware will cost them money or they are told they can purchase the service insurance and pay it monthly with their bill. The ones who decline either of these options and elect to bring their equipment in on their own well their service miraculously returns shortly after the phone call.

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I have been a Comcast customer for the majority of my life. Over the last two years something has definitely changed. I can not wait for my contract to be up. It took them four service calls and a complete rewire to finally fix my problem that had been going on for almost a year. This was after they charged me 85.00 each time I moved within a 2 month span. (the first time was temporary) For the last year my cable went out at least one week a month in a year span and they gave me a 20.00 discount?!! I figure they owe me for 3 months service! At 119.00 per month. Now they added 3.99 per month on my bill because it took their techs so many trips. I did find a place for cheaper wifi. 90.00 for an entire year. Eight people have access and it is mobile as well. That beats 48.00 a month for wifi. So I am patiently waiting out my contract. I guess loyalty doesn't count with Comcast. So why should I be loyal? I can't afford to be loyal at these prices. -A no longer loyal customer-

Deashider said...

Deashider.
Ooh let me count the last 12 years at comcrap! Yes I'm still working for comcrap and will do so until I can get a new job else where. I was a supervisor with comcrap and now thanks to my stupidness I'm back to being just a grunt. You see it is not what you know or how good your ratings are with the employees under you it is how well you kiss the ass of the people above you. If I had known it was a popularity contest I would have sucked that ass better than anyone in the world, but to my stupidity working hard wasn't enough. So here I am just working my ass off waiting for my chance to get out of here and maybe get my revenge on this place. My goal in life is to get this place to close down for good. Any Ideas?

Deashider said...

Well it's geting late so I'll comment tomorrow. Let me finish off with that comcrap as a company is great, with benefits and insurance as such but management is fucked.

Anonymous said...

I typically complete between 9-15/per day. I am just not actually trouble shooting anything. This is both trouble calls and installations. I literally run up and down ladders.

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Comcast over charges for services. Customer service sucks. Call center in INDIA?!! So wrong. Not only that, they primarily only hire men to drive trucks and install cable. SICK of Comcast.

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I'm sure Comcast will be able to identify all posters here including myself. I recently had my eyes opened by a relative of a comcast manager. This relative is an acquaintance of mine who mentioned something that I said on an anonymous bulletin board under an alias. I questioned how she had that info and she proceeded to tell me that when I sent her an email once she passed my ipaddress on to her sister whose husband is a manager for Comcast, lives in Manchester NH and he or the sister using privileged access tracked down my aliases and she has been tracking me ever since. Needless to say it's time to switch carriers. This acquaintance says she tracks all her friends and family with the help of her sister.

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