Wednesday, December 12, 2007

Mea Culpa?

The following article appeared Monday's Advertising Age, in response to my blog posts and long essay chronicling my Comcast Must Die jihad. I have taken the liberty of italicizing the passages in which Comcast admits chronic ineptitude. I've also boldfaced the parts where the company equivocates and deflects blame.

Just to make a point that should be obvious to everyone, Comcast included: when you are getting it wrong millions of times a year, nobody gives a rat's ass how often you're getting it right. You can't win in court telling the judge how many 7-Elevens you didn't rob.

As for the details of all Comcast is doing to improve its customer service, well, bravo. We applaud them. But it is not enough. What we need from Comcast is a public vow to do the following:

1) empower frontline service employees with the tools and authority to solve problems on the first call.

2) give a CS employees direct communications with techs in the field

3) get rid of incentives for CS reps and techs in the field to value handling more calls versus getting each call handled right

4) embrace consumers by integrating Mr. Germano's listening tour into an ongoing process -- online and off -- so that the customer has a genuine voice in the company's operations across the board. That means, among other things, hosting a corporate website or blog that takes on the role now performed by comcastmustdie.com.



COMCAST WILL LIVE
By Rick Germano

There has been a great deal written by Bob Garfield in Ad Age over the past couple of months about Comcast. I want to make clear that his experience is certainly not the experience we aim to provide, nor is it the general rule.

Without question, Mr. Garfield did not have a good customer service experience with Comcast. His columns and blog posts make that point emphatically. But as Mr. Garfield and others have vividly recounted, sometimes we get it right and sometimes we don’t. We have personal interactions with about 1 million customers every day, which adds up to 365 million interactions each year, the vast majority of which are positive.

We’re well aware that some customers find it frustrating to deal with us and we are trying to address that. Our customers have let us know loud and clear that while they love our products, they don’t always love having to do business with us. As the new head of Customer Service at Comcast, I recently began a cross-country listening tour to meet with customers and employees and to listen to what they have to say about Comcast.

I have already met with customers in Philadelphia and Baltimore/Washington D.C., and will go to Miami, Atlanta, Houston, San Francisco and Chicago within the next few months. In separate meetings with customers and employees, I’m getting plenty of straight talk about our need to do a better job. I am also hearing about the many times our customers have received terrific customer service. This reality of good customer service that we provide is often overshadowed by the loud voices of online posts.

What we have heard from our customers is they don’t want to be put on hold for long periods, and they don’t want to have to contact us several times to fix a simple problem. When they need to find critical information, or a person to talk to, they don’t want to get lost on our websites. Most of all, they want us to show up when we say we will and get the job done right the first time.

We get that. Our goal is to provide a consistent level of superior service with each customer interaction. This is our highest priority.

That’s an easy promise to make. Keeping it is more difficult – especially as real world developments – even positive ones – can keep a company from meeting all the standards it sets for itself. For instance, in just the last five years, we’ve gone from being the fourth largest cable provider with eight million customers to the largest with more than 24 million customers. Comcast is also the largest residential provider of high-speed Internet with 12.9 million customers, and the fourth largest phone service provider with more than three million customers.

We’re addressing our service issues head on by investing a tremendous amount of resources into making it easier and more convenient to do business with Comcast. For example:

Our technicians work Saturday and Sunday, early mornings and late evenings so customers can schedule appointments when it’s convenient for them

We’re offering shorter appointment windows and have more two- and three-hour appointments available because we recognize how valuable our customers’ time is

We’ve hired 12,000 new customer service agents and technicians in the past two years alone
We opened six new call centers this year, with two more set to open next year, and added customer service agents to the 11 call centers we already had

We continue to improve our training and development programs

We are giving technicians laptops and handheld devices to improve on-time reliability

We are providing more self-help options for customers over the phone or via the Web

And we are exploring a host of ways to make it easier and more seamless for consumers to provide us with all forms of feedback.

Importantly, we have spent the last two years making investments knowing they’re part of a multi-year commitment to improve customer service for every customer every time. It will take time, but we intend to meet that goal for all our customers.

We have 90,000 employees who work hard every day to reach this goal. They install new services, work overnight in our call centers to answer questions 24 hours a day, and learn new technologies daily so they can provide better service. We may not always get it right but we certainly are trying hard to do better.

Mr. Germano is Comcast’s senior vice president for customer operations.

221 comments:

1 – 200 of 221   Newer›   Newest»
chelavery said...

Point 1: empower frontline employees to solve problems. What a great idea! As a backup idea, how about empowering frontline employees to transfer caller to someone who DOES have the power to solve problems?????

After I was charged to fix a problem that was clearly Comcast's fault, I tried to call customer service. The vague and self-contradictory statements I got from the rep in the billing department pretty much went in circles, but they added up to this:

--frontline cannot transfer you to customer service, they must take your complaint and pass it on themselves, even though they cannot answer your questions;

--you cannot call customer service on a direct line.

--you cannot write customer service a letter. (That's right! Apparently they officially do not receive mail; or else frontline was lying to me.)

--when asked whether I would get a response back from customer service after my complaint had been forwarded to them, frontline said maybe, maybe not.

--So in other words, there is no way I can be allowed to speak in my own words to someone with the power to solve the problem. My words must be rewritten and passed along by the incompetent, inarticulate, vague, confused person on the phone. (Just to be clear, I was not being abusive or rude.)

SOLUTION: I called the sales department. I knew they were the wrong ones to talk to, but I figured they had an incentive to make customers happy, unlike the other departments. The person in sales, working outside her own authority but apparently with some intelligence, solved my problem. Too bad it took about 90 minutes altogether of my time and another 90 minutes of Comcast employee time.

Anonymous said...

Get a life. You can't think of something better to do with your time? Do you also have other sites where you like to bitch about a company to anyone that will listen?

What a dork!

Paula said...

This is fabulous. My HD is out A-G-A-I-N and I am on hold waiting for a CSR and have been for about 25 minutes.

It's fabulous to see how wait times are going to be reduced - like during the day when no one is watching, there's no load on the system amd pretty much nothing breaks.

Finito.

Anonymous said...

Wait...you'll love this. I just called the "special person" I'm supposed to call when something goes wrong. I decided he should feel my pain. Do you know what he suggested? The cold weather is disrupting the signal. The COLD WEATHER.

All this would be fabulous except that we are in Miami and the temperature is a brisk 60 degrees.

Oh, and to the "get a life" person...truth is, I'd just as soon relax and watch my $1500 TV, know what I mean? This is the LAST place I want to be. That's what I'd like my evening life to be.

Anonymous said...

How does one get invited to these sessions speaking to Comcast executive?

How do they select who gets to attend?

TiredOfLies said...

(OF COURSE) COMCAST WILL LIVE

Rick Germano's carefully worded (and corporate approved) rebuke was very well prepared.
He described all of the good customer interactions to the tune of one million a day.
So, with 20 million customers that means Comcast goes through all of its customers every 20 days, only to begin a brand new cycle of mistakes and it takes the average customer calling 18 times a year to get an issue resolved.
Mr Germano's interaction with customers can't be anything but good. When your company has the monopoly and holds all the cards it can't be anything but enjoyable. Nothing is more enjoyable than the relationship a hostage-taker has with the hostages.

The cross country listening tour will more than likely amount to a seek-out-and-fire-those-employees-with-dissenting-opinions-or-those-telling-the-truth.
The Comcast Corporate Office is not interested in the truth because if it were aware of the truth then it would have the responsibility to act.
By maintaining a "hands-off" approach to the local systems it can maintain its well rehearsed posture of plausible deniability for anything which fails locally.
The local systems management will also do everything in their power to ensure that Corporate is kept ignorant of what is occuring lest they be caught.

As far as customer service, "is our highest priority".
Please, Rick...Quit smoking all that dope and then trying to put a corporate spin on an obvious problem which Comcast has deliberately and intentionally ignored. Mr. Germano, your taking the time to ensure you posted a public rebuke and excuse for bad service on a critics website confirms the magnitude and reality of the problem. You were sent here in order to achieve a level of damage control.

The morale of the average Comcast tech is very low; and why should'nt it be.
*Techs work ass-backwards hours in an effort to please both the Company and the customers.
*Are micro-managed
*Cannot plan anything due to work onsite frequently does not even resemble what the work order originally called for.
*Are poorly supplied not properly equipped.
*Are not given the time to solve the customers problem or perform the jobs/installs properly.

To add insult to injury the techs are then belittled by supervisors and management for not doing more, are called lazy, and refered to as having "productivity issues".
The techs know that neither the managers or supervisors know what is occuring or have the ability to perform what is expected in the field.

(Many of the posts on this site have reflected these issues. Unfortunately, Comcast operates under the expectation that the techs do the absolute minimum work in order to fix any problem and then move on.
On review time the tech is then admonished for creating repeat calls when he was rushed through the job in the first place.)

You mentioned 90,000 employees.
Comcast has some very good people working for the company.
You can rest assured you will never meet or have the chance to speak with them; they are too darned busy carrying the company and the 70,000 non-working, paycheck-collecting stiffs that Comcast Management chooses not to confront.

Anonymous said...

It's great that their top-line reps can be so coherent and speak so eloquently. Now if the comments about better customer service could actually be put into actions and not just words, things would be great.

Anonymous said...

Nice article written by his arrogant, incompetent PR flack D'arcy Rudnay. This company is so full of total idiots that it is easy to comprehend how they provide the worst customer experience of any company in existence.

Frustrated said...

Bob suggests Comcast create a forum to take the place of this blog. While it's not quite the same, there is an "Ask Rick" section very accessible on the contact us page. I just sent in a long list of problems I've had in the last month that had me pulling out my hair and finding Verizon Fios more and more tempting. However, instead of posting my complaints here, I'm waiting to see if they get resolved. We'll see. Hopefully I don't have to share my issues with the rest of the world. Comcast #09504202629049

Anonymous said...

I wish I could even talk to someone on the phone. Just spent 45 minutes on hold and then the lovely music interspersed with "please hold your call will be answered in the order it was received" just changed to silence. Trying again now. Luckily I have other stuff to do in the background... I did try the toll-free # so they'd have to pay but that got an all-circuits-busy recording.

lmtfa001 said...

Funny, after their technicians failed to show not once but twice, causing me to waste two half-days of personal time from work, nobody offered to come in the evening or on a weekend. Someone is full of shit, Mr. Germano. And it isn't me.

b said...

I just received a call from another comcast subscriber who was transferred to me by comcast "accidentally" not 10 minutes after I called comcast myself. The other comcast customer almost began giving me his Credit Card information! Unreal. Considering they charge you to make a payment over the phone with a REP! How safe is this? There are consumer rights issues at hand here that comcast does not want to deal with... I was told by the senior supervisor on hand that he needed to make sure I was telling the truth (my phone bill I will shortly post won't lie) and that he couldn't tell me if I would be contacted or not (Unless they want me to jump on the phones for them and start taking credit card information.) I would love to share my experience with anyone who would like to contact me directly at igotacomcastbillingcall@gmail.com; especially if you have been through the same situation or have some insight into the technical specifications of phone switches. Bob Garfield, I would very much appreciate the opportunity to communicate with you directly about the issue. If this is a regularly occurs we have a very large trust issue on hand.

Brett
igotacomcastbillingcall@gmail.com

CSR said...

There's always going to be people that hate Comcast, no matter what..

I'm also sure that people that like Comcast to people that hate Comcast is probably a 3:1 ratio.

Too bad that 1 represents hundreds of thousands of people

my magic wand is in the shop said...

How about a little from the other side of the customer-service story.

Two interesting calls I got from customers tonight:

1. A guy calls in on his cell phone and complains that he can't get online with his laptop. After a bit of fruitless troubleshooting, the guy finally tells me HE'S ON VACATION IN ANOTHER STATE. After informing him that (my magic wand is in the shop, so) I can't connect his laptop to his home internet service when they are a few thousand miles apart, he has the nerve to tell me I’m no help and then rudely hang up on me.

I'm surprised he didn't ask to speak to my supervisor and complain about my incompetence. Maybe he’ll call back when he gets back from vacation to do that.


2. A guy calls in who recently signed up for service, and his install date is scheduled four days from now. He informs me that the competing company he's porting in his phone service from has disconnected his DSL service early, and, because of this, he's very angry...WITH ME.

I ask as tactfully as possible, "Did you call [the competing company] and ask why they disconnected you early?

His answer: "No."

My suggestion: "You should call them. It's probably just a miscommunication, or maybe the service order was processed early by mistake."

His answer: "It's no mistake. I told them to disconnect early. And now they won't reconnect without a fee, but it turns out I need my internet tonight. I have things I need to do."

So then he proceeds to demand that I send a tech NOW to install his new service, or...GET THIS...he'll go back to the competing company.

I advise the customer as politely as I can that (my magic wand is in the shop, so) we cannot install him this very second (it was 7:30 PM, BTW), but even if I could, the competing company won't complete their port process for four more days.

His answer: "Then cancel my install."

So:

1. He won't have phone service for about two weeks, because he has to cancel his port and reestablish service with the competing company who must port his service back.

2. Has to pay a fee to reconnect his service with the competing company (we were offering him free connection with his promotion).

3. He has to pay the competitor's full price, because he isn't eligible for the new-customer promotion with the competition he was porting in from.

4. He still has no internet service despite his threats, because the competing company can’t hook up on a moment’s notice either.

5. And…best of all…he still thinks I’M the a-hole in that situation.

Aaron said...

Random comment:

Oh, to have this in the U.S.

http://news.bbc.co.uk/2/hi/technology/7151132.stm

Wray said...

I have a complaint about Comcast's "bundling" offers. Last spring I received an offer from Comcast for a good price on packaging all three services: cable TV, phone, and internet. Since it was less than I was paying, and the offer guaranteed the price for two years, I said yes, and changed over my phone and internet from Verizon to Comcast. Then I got a letter, which said I had to sign a contract to finalize the deal. i did this. I also did this on-line as suggested. The I received an identical letter, a bit more threatening, saying the deal would not be valiod until I signed a contract. Since I had already done this, I phoned Comcaset, and they said they were sorry, they would send out another contract to sign and return. I did this. Then I received another identical letter, indicating that they would not secure the deal unless I signed the agreement. I called again, and the perplexed custome service person said sorry, they would send out another letter. It never arrived. I suspect that Comcase never intended to guarantee this price for two years, that it was a trick to get me to change over my services, and they intended all along to play dumb, then jact up the price after a year, saying I never signed the agreement. I will of couse change my services back to Verizon when the price goes up, so the gambit isn't going to worrk on me, but I wonder if anyone else has had this experience?
Wray Herbert

Anonymous said...

CAN *** HAVE THE IVR NUMBER FOR MIAMI ON THE SOURCE PLEASE???

Anonymous said...

HOW ABOUT A CUSTOMER WHO CALLS FOR YOU TO REMOVE REMOTE DESKTOP VIEWER BECAUSE SHE IS "BEING HACKED BY COMAST??"

BETTER STILL, YOU DONT HAVE HSI SERVICE FOR FOUR DAYS AND RAVE AND RANT WHILE YOUR MODEM HAS THE STANDBY FUNCTION BUTTON ON...

CANNOT LOGIN TO YOUR ACCOUNT YET YOU ARE USING THE WRONG USERNAME AND PASSWORD?.

HAVE A HOME BUSINESS IN A RESIDENCE AND A RESIDENTIAL HSI ACCOUNT AND NOT A BUSINESS ACCOUNT???

lets get educated.it helps

Wildman said...

Here is something new that I just founbd out about comcast and thier service.

They are now charging $31.80 to fix thier own equipment. IN order to forgo this charge you have to sign up to thier service protection plan for $3 a month.

Here's my story with Comcast: I called them up for thier new phone service back during the last real week of October and they said that they would do it on Halloween. Halloween came and went. I called them up to see what the heck happened. They used the excuse of the wildfires out west that cause them not to be able to do it then. I live just an hr west of North Carolina. They re-scheduled it for on the 8th of November between 8 and 11am. The guy they hired aka contractor didn't show up until after 2pm. The phone I was using at the time was a 900 mhz which worked fine with At&t. After he left, the phone developed a loud buzzing on the line which made the phone unusable until the next week when they could send another tech out.. The bill for November was over $220. I figured that was right since it was $50 for installation for the new service.

I got the bill last week and noticed the $31.80 charge and didn't see a $20 credit from where they promised me one for November. I called and demand that they remove the $31.80 and also give me the $20 credit which they reluctantly did.

The people of Tennessee are demanding some real competition not what Comcast is saying. We don't have any other provider outside of Comcast and we are getting the wrong side of the horse by Comcast. We all need to tell Comcast where to stick that $31.80 service charge.

So sorry I still work for this F*CK*D UP COMPANY! said...

I found this on jobvent.com and preety much sums up Comcast and it's "Triple Play"...

Review Details: Comcast
-38

Pay -5
Respect -5
Benefits -2
Job Security -5
Work/Life Balance -5
Career Potential/Growth -5
Location -2
Co-worker Competence -4
Work Environment -5

Chelmsford, MA 12/20/2007:

Hear about the NEW Comcast "Triple Play" ? It's a bundled service pissing off Customers, Employees, and Investors all at the same time. Won't be long before government and regulatory agencies put this company under the microscope...and it's long overdue!

BTW...on "jobvent.com" you'll clearly be able to tell what posts are from management by their tone. looks like they are posting here as well...here's Exhibit A :

Anonymous said...

Get a life. You can't think of something better to do with your time? Do you also have other sites where you like to bitch about a company to anyone that will listen?

What a dork!

December 17, 2007 2:57 PM

Anonymous said...

Looks like other Comcast Employees have noticed Bob's Site.

Check out these two links that quote bob.

Link 01

Link 02

Anonymous said...

Personally, I've enjoyed better-than-average customer service from Comcast the past few times I've called. They've been friendly, responsive, etc.

Their rate increases are more irritating than anything. If my wife didn't have to see America's Next Top Model, we'd have dropped cable completely and switched to DSL for Internet services long ago.

The HD picture for channels you can receive by antenna looks far better than if your signal comes through a Comcast HD box anyway. Not that we kept the box long when we noticed the utter lack of HD channels available for the price.

Anonymous said...

I posted a comment two weeks ago about receiving comcast solicitations twice a week in my mailbox. I explained how they are not comcastic and I wanted to get off the mailing list, but could not. I left my address.

Within a week, I received a letter from Jennifer Hague, PA/DE Executive Office. She asked that I call her so that she can "assist with this request". I have called 302-504-2069 multiple times and have not gotten a real live Jennifer or a response from my voicemail.

So, Jennifer...thanks for reading this and I look forward to hearing from you.

Your friend at

234 North 3rd Street

Ryan said...

Mr. Germano is an idiot.

Next topic....so why can't I view my programming online? Why can't I even see what I am paying for online? Why can't I make a change to my programming...online.

What it all boils down to is...I hate trees. I don't hate Comcast. I hate trees. Because if it weren't for trees in my yard I would have a clear line of sight to the southwestern sky and could then get DirecTV.

Comcast makes me hate trees.

abm said...

Can someone please explain how such a major player in the cable/internet arena hasn't figured out that we MAY want to view or change our programming line-up on their website?? I'm dumbfounded by this.

If I'm missing it and it's on their website somewhere, I'd love if someone could please let me know. I want to drop some premium channels I'm not using, but now have to call in to do so because unlike Dish and DirectTV, I can't just do it online. And I'm so not in the mood for the Comcast hold game today...I don't have time to deal with the phone incompetence.

Anonymous said...

My name is Scott and I own 49dollarPcTuneUp.COM, LLC. Qualmcast seems to believe in some sort of covert way, we actually sell cable, internet or phone service and really don’t just do computer tune up’s. When I started this business, the main reason was that qualmcast and other broadband providers would just sell the service of internet and make claims it was crazy fast… but somehow leave the customer STUPID SLOW! What a market this was, so we grew in leaps and bounds. Today we can log on to a customers computer from our office just as the qualmcast tech leaves… and have that customer SUPERFAST in no time flat. Then qualmcast comes out with McAfee® and this sent our business trough the roof. I would like to shake the man’s hand that made this deal! This could have been the worst mistake qualmcast has made to date. They picked one of the highest resource programs to run on a computer for a virus service. Let’s confuse the market a bit more, tell them its comcastic when your computer has a crazy fast connection they can’t use for the virus program takes up so many resources to just open and run. Now they hire another 12000 customer service people and explain to them how it’s the customer’s computer and not the connection settings or the dull cutting edge of that dial-up virus service they gum up your computer with for a year free. Wow, I had to catch my breath. But that sums up qualmcast policy in a long sentence. If you buy a computer brand new in the box… pick up a cable modem from Wal-Mart on the way home and hook it all up 1 2 3 just like it said, 80% of you will enjoy hi-speed internet that night. Now at this point it’s not always qualmcast that has issues, it could be the computer or modem or maybe even the user. But when you call qualmcast and just mention that it’s not working correctly and they start explaining how the customer did something wrong. Your computer, your software, your wiring, your location, your breath or whatever sounds good to that tech at that moment. Never that maybe the software we gave you takes too many resources for your computer to run fast. Could never be that this 4 year old computer that we use to have dial up on and one night 3 years ago I was trying to tweak my dial up connection and changed a few setting that wont work well with cable and don’t remember how to get back and change. Always the customer’s computer period. That is the whole customer service class that qualmcast would teach you as a new rep, learn to say… “It’s the customer’s computer!” don’t teach your tech how to tweak or adjust a computer from a dial up service to a broadband, that to me is like selling a popsicle without the stick, yes we can eat it still but it gets a little messy. So I guess qualmcast heard me, they pulled our web site! They say it has the same look and feel as a qualmcast site but won’t say where it is. I think it’s our customers telling qualmcast how nice that computer is now that a true computer IT professional has touched it. Some have asked qualmcast for a refund of money they had to spend to get the computer correct after the qualmcast tech could not. Our cable broadband tweak only takes a few minutes and cost $10 and is done LIVE real-time online with no tech knocking on the door. When qualmcast heard this they ran to our site, (we know who comes here / lol) and seen first hand, how we get the job done. Now this is the part that just bites my ass… it’s not bad enough that the phone people are selling TV now, or that the TV people want to sell phone for awhile. But now you got qualmcast that wants to do live help desk service just like us. So how do you go into business over night? You watch and see who makes it work, then you shut them down under bogus DMCA claims and start dreaming of a comcastic name for a neat idea that was once on the internet but I can’t find anymore. We changed our site and the attorney turned out to be a liar… he said to me on Friday that a e-mail would be sent to my hosting company stating my new site design was acceptable and this would allow me to go live once again with my business. The email was never sent on Friday or even the next Monday or Tuesday. At this point I knew he was full of shit so I called my hosting company reversed all changes and told them what ever I had to do to go live I would do twice and SUPERFAST. After sending the DMCA counter notification my site was back about 3 hours before I got the email of a tear storm in Washington DC from the same attorney making bogus claims again. I will go LIVE again and I will fight qualmcast until death. Yes qualmcast my site is down and my people are home and my office is empty. It’s Christmas and all will be paid just like I was open, and open is what I will be soon.
Scott
HelpDesk@LogMeInLIVE.COM

Anonymous said...

More COMCRAP arrogance...this company is soooo out of touch with reality...the believe they can act with impunity and without consequences!

COMCAST TO MEET WITH TOWN

By Patrick Cronin
pcronin@seacoastonline.com
November 20, 2007 6:00 AM

HAMPTON,NH — Comcast doesn't want to rush into arbitration over its alleged breach of contract with the town.

Town Manager Fred Welch said the company has requested a meeting next week to discuss the town's claim it's not living up to its contract.

"They would like to sit down and discuss the matter and see if we can come to an acceptable conclusion," Welch said.

The meeting comes on the heels of selectmen voting two week ago to settle their contract dispute with the town's cable provider via arbitration.

Selectmen are claiming Comcast is in breach of contract because it's not living up to its agreement to give the town 4 percent of "all cable revenue."

They also say the cable company has not complied with their request for a second government access channel even though the town is entitled to one.

The dispute over the additional revenue between the two parties appears to boil down to a difference in the interpretation of the contact.

Selectmen said the town is entitled to 4 percent of "all cable revenue" according to the contract, but revenue from advertising sales and home shopping revenue has never been included.

Jay Somers, of Comcast, rejected the town's claim in a letter to Welch.

He said when the company calculates the 4 percent franchise fee to the town, it only includes subscriber revenue and not ancillary revenue that is not directly attributable to subscribers.

Somers said the current contract with the town does not state ancillary revenue is a part of what makes up that 4 percent and therefore the town is not entitled to it.

As for a government access channel, Welch said they requested a second channel back in April and THE COMPANY HAS FAILED TO COMPLY IN A TIMELY MANNER.

According to the contract, the town is entitled to a second station if the first one is used more than 40 percent of the time.

The town forwarded proof that the station was used more than 40 percent BUT COMCAST ALLEGEDLY MISPLACED IT.

Welch said if after the meeting the town is not satisfied, it will move forward with arbitration where an impartial panel will settle the dispute.

Anonymous said...

HERE'S SOME MORE "COMCRAP CARES" or "COMCRAP IN YOUR COMMUNITY" B*LLSH*T.

Comcast Blows Off First Responders in Michigan

Shame on them. Something just hit my desk today, which really ticked me off. Comcast, the nation’s largest cable provider, is cutting off its free cable service to police and fire stations throughout the state of Michigan, according to a PR Newswire story today. The hubris is beyond belief.

Michigan was one of several states to enact statewide franchises and apparently, there are some unintended consequences as local municipalities got cut out of the game. So here’s what happened. Comcast wrote a letter to Michigan regulators basically saying that it would no longer provide complimentary service across the state to police and fire departments. This is the dumbest thing I’ve seen in ages.

That’s largely because the state enacted a statewide law that cut off local authorities from regulating cable, and now Comcast seems to think it has the liberty to ignore many of its existing agreements to the locals.

We already know that Comcast and other large multiple system operators want to get out of PEG (public, educational government) commitments. I’ve seen it here where I live. But this move with first responders is beyond my comprehension.

So weigh in, is Comcast getting a little heady here?

Anonymous said...
This comment has been removed by a blog administrator.
Bob Garfield said...
This comment has been removed by the author.
Bob Garfield said...

A customer's comments, minus her personal info, which I delted.
-- BG

Anonymous said...
Brian Roberts, CEO Comcast Corporation
1500 Market St.
Philadelphia, PA 19102-2148 (Map)
Phone: 215-665-1700
Fax: 215-981-7790
http://www.comcast.com


From: Deborah Hutson

RE: Cable Bill Debt Dispute

I am disputing the debt from Comcast Cable Company of 99.75. The debt is not mine according to my record. I have included a spreadsheet documenting my efforts to contact Comcast Corporation about the bill that was sent to me in August 2007.

I can completely understand why Bob Garfield has created the blog site Comcastmustdie.com. I read the December 12, 2007 article in Advertising Age and I completely understand his feelings. I have gone beyond my responsiblitlities as a customer to try to notify Comcast their billing is screwy.

I would like to request a formal audit or investigation into Comcast Corporation and Credit Protection Association. I believe I have been billed fraudulently. My credit rating has suffered due to this fraudulent bill. I am notifying my attorney, the Illinois Attorney General’s Office, the Federal Communications Commission, and the US Attorney’s Office in Chicago, Illinois.

I never had Comcast Cable service for the month of August 2007. I moved August 1, 2007. I canceled my cable on July 28, 2007. I was billed for August / September bill by Comcast Corporation for 99.75. I am disputing this debt. Please note I am sending you this correspondence on December 21, 2007.

As I have provided your company and Comcast Cable with my personal information, this is a formal request not to contact my place of employment about this matter.

Thank you for your assistance with this matter.

Deborah Hutson
Comcast Cable Company Payments Amount of Payment Date Billing Period Acount Number Action
6/2/2007 $99.87 6/6/2007 May 19 - June 18, 2007 8798-40-001-0580109 Paid bill through debit card. Called Comcast, debit to my account for 99.87 payment for May cable service.

7/6/2007 $267.58 7/6/2007 June 18, 2007 - July 19, 2007 8798-40-001-0580109 Paid bill through debit card. Called Comcast, debit to my account for 267.58 payment for June and July cable service.

7/28/2007 $0.00 7/28/2007 Canceled Service for August 8798-40-001-0580109 Canceled cable service for August. Moving from the Kankakee Area. Computers were not working in the Kankakee Comcast office, around 3:30pm, July 28, 2007. Hand Written receipt M40549NG3708. Number at top of page: 249400

8/6/2007 $116.66 8/6/2007 July 19, 2007 - August 18, 2007 8798-40-001-0580109 Paid for cable service for the remainder of July. I moved August 1, 2007. Paid for cable service for 18 days while I was not even living at the 791 South Myrtle Avenue, Kankakee, IL, residents. Comcast did not refund for the 18 days paid in August. I canceled service July 28, 2007, before the month of August began.


8/13/2007 $99.75 8/13/2007 August 14, 2007 - September 13, 2007 8798-40-001-0580109 Billed for cable services for August 14 - September 13, 2007. Canceled cable service on July 28, 2007. Comcast cable office computers were not working, hand written receipt given to me for proof of cancelation.


8/21/2007 $99.75 8/21/2007 August 14, 2007 - September 13, 2007 8798-40-001-0580109 Called Comcast customer service to let them know I did not owe the bill for August 14 - September 13, 2007, since I canceled cable service on July 28, 2007, around 3:30pm. Spoke with Michelle, around 4:00pm. Michelle assured me that bill was just a "Timing issue". Comcast had canceled my account. And I would not get a refund for the 18 days I did not live at the residence in August. I moved August 1, 2007 from 791 South Myrtle Avenue, Kankakee, Il.


9/13/2007 $99.75 9/13/2007 September 14, 2007 - October 13, 2007 8798-40-001-0580109 Billed for September 14, 2007 - October 13, 2007. Canceled cable service on July 28, 2007. Comcast cable office computers were not working, hand written receipt given to me for proof of cancelation.


9/20/2007 $99.75 9/20/2007 September 14, 2007 - October 13, 2007 8798-40-001-0580109 Called Comcast customer service to let them know I did not owe the bill for September 14, 2007 - October 13, 2007, since I canceled cable service on July 28, 2007, around 4:30pm. Spoke with Michelle, around 4:00pm. Michelle assured me that bill was just a "Timing issue". Comcast had canceled my account. And I would not get a refund for the 18 days I did not live at the residence in August. I moved August 1, 2007 from 791 South Myrtle Avenue, Kankakee, Il.


10/8/2007 $99.75 10/8/2007 September 14, 2007 - October 13, 2007 8798-40-001-0580109 Called Comcast customer service to let them know I did not owe the bill for September 14, 2007 - October 13, 2007, since I canceled cable service on July 28, 2007, around 4:30pm. Spoke with Michelle, around 4:00pm. I explained the payments, in May (99.87), June/July (267.58), August (cancellation). Michelle assured me that bill was just a "Timing issue". Comcast had canceled my account. And I would not get a refund for the 18 days I did not live at the residence in August. I moved August 1, 2007 from 791 South Myrtle Avenue, Kankakee, Il.

10/8/2007 $99.75 10/8/2007 September 14, 2007 - October 13, 2007 8798-40-001-0580109 Sent email on the Comcast Corporation website aroudn 3:00pm. No response from Comcast Corporation.

10/8/2007 $99.75 10/8/2007 September 14, 2007 - October 13, 2007 8798-40-001-0580109 Called Comcast Corporation in Penn. Transferred me back to the Northern Illinois office. Did not take my contact information.



12/3/2007 $99.75 12/6/2007 September 14, 2007 - October 13, 2007 8798-40-001-0580109 Comcast sent bill to collection agency. Debt is not mine. I do not claim this debt. Agency comcast sent bill to: JW Preston, Credit Protection Asooociation, L.P., 133355 noel Road, Dallas, TX 75240,

December 21, 2007 1:32 PM

Anonymous said...

FROM CABLERANT

Re: COMCAST call centers
by disgusted on Sat Oct 27, 2007 11:42 pm

prettynice_73 wrote:
do work in an outsource call center that handle some of the calls for a comcast region, i like to think that i am good at my job and have honestly and to the best of my ability with all available resources that we (csr) are given to work with tried to resolve an issue when it comes to my attention.

theres this mad rush to 'resolve' the issue in about 5 1/5 min, no joke i have seen people fired because they couldn't get there handle time down,too much time on any one call


First welcome to the Rant. Its good to hear a point of view from an outsourced call center. I wasn't aware that there were some cable companies that are outsourcing. At least Cablevision doesn't do that in the call centers.
That is crazy that the call time is 5 1/2 min. Where I work it it is 10 minutes. I thought we were tough, but that is crazy.
I wish you good luck with maintaining those call times.

Who came up with those call handle times? Was the company running the outsourced call center? Or is it Comcast that is requiring those ridicules times?

Anonymous said...

I also work for a Comcast call center in billing and repair, called a CAE. All customers should be aware that in order for anything to get done, at least a dozen people need to do their jobs correctly, and that does not happen often. When a customer calls in with a cable outage, the standard reply is there is an outage in your area, we have techs working on it, it will be up shortly. In reality it is the shoddy Comcast equipment failing again, or someone internally put a wrong code on your account, or the Comcast infrastructure has failed again. If you raise enough stink, they will prorate a credit for one or 2 days of service just to shut you up, but most likely your service will be done for 3 or 4 days until you call back in about 10 times. Everything is solved with emails, since Comcast will not allow their call center employees to call directly to dispatch. Most of the times the techs are not qualified to fix much of anything except to replace a cable, and the problem continues. If its a friday afternoon, forget it, you might as well go to a 7-11 if you want to find your tech, as they sit in the parking lot and talk to each other until they have to go back to the office. Do not by any means ever order the High speed internet and phone service together. They have a modem called EMTA, which will guarantee almost a daily failure or interruption in service, and they use subcontractors to come to your home, and most of them are fired Comcast techs who then go work for the subcontractor. I see on a daily basis the same people with no service, and its a shame. Do not use their phone service by any means, no matter what price, stay with your same carrier!

Anonymous said...

Personal Blogging and Other Online Public Communications


It is each employee’s individual decision whether to participate in a public blog, chat room, forum, wiki or any other online discussion. It is important, however, for every employee to be careful with public communications that may impact the Company, even when made in the employee’s personal capacity and without any intention to speak on behalf of the Company. Inappropriate or unauthorized communications could, among other things, affect Comcast’s business and reputation, its valued relationships with customers and suppliers, and its legal responsibilities as a publicly-traded company. They also could affect you. If you violate any Comcast policy when blogging or otherwise communicating in a public forum, you may be subject to disciplinary action, up to and including termination.

As with other forms of communication, you must adhere to the standards of conduct found in the Employee Handbook, including Comcast’s Code of Ethics and Business Conduct. The following additional guidelines also apply to any public personal online communication:

l Confidential information – whether about Comcast or obtained by Comcast about any other party – must not be disclosed under any circumstances. If you have any questions regarding whether information is confidential, you should ask your immediate supervisor or a Senior Attorney (as defined in the Code of Ethics and Business Conduct).
l You should not discuss your role in the Company other than in general terms, as it could mislead readers as to whether you are speaking for the Company on a particular matter. You must neither claim nor imply that you are speaking on behalf of Comcast or any of its employees, unless you are authorized by your immediate supervisor in writing to do so.
l Discussion of work-related topics, if any, should relate only to matters of which you are personally aware. If Comcast is identified (or its identity could reasonably be inferred from the context of the posting), then the posting must make it clear that you are speaking for yourself and not the Company.
l When discussing projects you may be working on, only general, public details may be disclosed (assuming the project itself is not confidential, in which case any disclosure is prohibited).
l You must not comment on rumors regarding Comcast, any Comcast competitor or any company that does business with Comcast, or suggest denial or affirmation of such rumors in subtle ways. Without limiting the foregoing, you must not disclose – or even speculate on – Company non-public financial information, business performance, business plans or prospects.
l You should not identify Comcast employees, customers or vendors, or their products or services, by name.
l If a member of the press contacts you regarding any of your postings, the inquiry should be referred to the Corporate Communications Department for response, if any.
l Posts should show proper consideration for others. Disparaging comments should be avoided, and comments about people, companies and products should be truthful, accurate, and able to be substantiated.


Questions regarding the appropriateness of any particular posting should be addressed to a Senior Attorney with responsibility for the relevant business unit. Some examples of appropriate and inappropriate postings can be found here.

This policy does not prevent Company-sponsored blogging with respect to public affairs matters by employees (or other representatives or agents) (with or without identifying the Company as the source of the communication) if done with advance approval from an officer in the External Affairs or Public Affairs Department.

In addition, this policy does not prevent employees from communicating in a public forum about their wages, hours or working conditions. However, if you have job responsibilities which allow access to confidential records, you must maintain the confidentiality of those records.

Appropriate Inappropriate
Discussing one’s personal life, without identifying Comcast in any way. Discussing your romantic interest in another employee, whose identity could be inferred.
Taking issue with another’s blog post based on your personal knowledge or experience. Personally disparaging another poster, rather than addressing the topic on the merits.
Discussing industry trends in your area of work based on your personal knowledge and experience, without discussion of your role in Comcast. Addressing rumors that Comcast may be interested in buying company X.
Discussing how much you like working with product X (whatever it is), provided you are not a Comcaster with a job that may affect whether Comcast uses product X or provides it to its customers. Discussing how much better product X is than product Y, where Comcast may be a potential purchaser (or supplier, or reseller) of one or the other.
Discussing in general terms your day-to-day life at the office. Mentioning the next deadline or milestone on a particular project that is not public knowledge.

Anonymous said...

Personal Blogging and Other Online Public Communications


It is each employee’s individual decision whether to participate in a public blog, chat room, forum, wiki or any other online discussion. It is important, however, for every employee to be careful with public communications that may impact the Company, even when made in the employee’s personal capacity and without any intention to speak on behalf of the Company. Inappropriate or unauthorized communications could, among other things, affect Comcast’s business and reputation, its valued relationships with customers and suppliers, and its legal responsibilities as a publicly-traded company. They also could affect you. If you violate any Comcast policy when blogging or otherwise communicating in a public forum, you may be subject to disciplinary action, up to and including termination.

As with other forms of communication, you must adhere to the standards of conduct found in the Employee Handbook, including Comcast’s Code of Ethics and Business Conduct. The following additional guidelines also apply to any public personal online communication:

l Confidential information – whether about Comcast or obtained by Comcast about any other party – must not be disclosed under any circumstances. If you have any questions regarding whether information is confidential, you should ask your immediate supervisor or a Senior Attorney (as defined in the Code of Ethics and Business Conduct).
l You should not discuss your role in the Company other than in general terms, as it could mislead readers as to whether you are speaking for the Company on a particular matter. You must neither claim nor imply that you are speaking on behalf of Comcast or any of its employees, unless you are authorized by your immediate supervisor in writing to do so.
l Discussion of work-related topics, if any, should relate only to matters of which you are personally aware. If Comcast is identified (or its identity could reasonably be inferred from the context of the posting), then the posting must make it clear that you are speaking for yourself and not the Company.
l When discussing projects you may be working on, only general, public details may be disclosed (assuming the project itself is not confidential, in which case any disclosure is prohibited).
l You must not comment on rumors regarding Comcast, any Comcast competitor or any company that does business with Comcast, or suggest denial or affirmation of such rumors in subtle ways. Without limiting the foregoing, you must not disclose – or even speculate on – Company non-public financial information, business performance, business plans or prospects.
l You should not identify Comcast employees, customers or vendors, or their products or services, by name.
l If a member of the press contacts you regarding any of your postings, the inquiry should be referred to the Corporate Communications Department for response, if any.
l Posts should show proper consideration for others. Disparaging comments should be avoided, and comments about people, companies and products should be truthful, accurate, and able to be substantiated.


Questions regarding the appropriateness of any particular posting should be addressed to a Senior Attorney with responsibility for the relevant business unit. Some examples of appropriate and inappropriate postings can be found here.

This policy does not prevent Company-sponsored blogging with respect to public affairs matters by employees (or other representatives or agents) (with or without identifying the Company as the source of the communication) if done with advance approval from an officer in the External Affairs or Public Affairs Department.

In addition, this policy does not prevent employees from communicating in a public forum about their wages, hours or working conditions. However, if you have job responsibilities which allow access to confidential records, you must maintain the confidentiality of those records.

Appropriate Inappropriate
Discussing one’s personal life, without identifying Comcast in any way. Discussing your romantic interest in another employee, whose identity could be inferred.
Taking issue with another’s blog post based on your personal knowledge or experience. Personally disparaging another poster, rather than addressing the topic on the merits.
Discussing industry trends in your area of work based on your personal knowledge and experience, without discussion of your role in Comcast. Addressing rumors that Comcast may be interested in buying company X.
Discussing how much you like working with product X (whatever it is), provided you are not a Comcaster with a job that may affect whether Comcast uses product X or provides it to its customers. Discussing how much better product X is than product Y, where Comcast may be a potential purchaser (or supplier, or reseller) of one or the other.
Discussing in general terms your day-to-day life at the office. Mentioning the next deadline or milestone on a particular project that is not public knowledge.

The Squid said...

Philly/Larry escalation procedures "




“I Want to Talk to Someone at the Top!”



What do you do when a customer asks/insists on a phone number to call Philadelphia or wants to speak to the SW Florida General Manager, Larry Schweber?



Tell the customer you are more than happy to give him the number but explain that Philly does not have access to our local information.


Explain that contacting Philly may only cause a longer delay in resolution.


Do NOT tell the customer "I don't know what it is", "I'm not allowed to give that number out", “or I’ll get in trouble if I give it to you"!


Tell the customer you will connect him with someone locally who will help him. Then follow standard escalation procedures:
You!
Take ownership of the call and let them know you can help



Escalate to a SW Florida manager
Barbara Johnston - 239-732-3856

e-mail: Barbara_johnston@cable.comcast.com


Paul Keefe-239 - 793-9638
e-mail: paul_keefe@cable.comcast.com



Escalate to senior management
Brian Bess – 239-793-9610

e-mail: brian_bess@cable.comcast.com



Bonnie Smith (Larry Schweber’s assistant) – 239-793-9642

e-mail: bonnie_smith@cable.comcast.com



If you can't get in touch with the first line of escalation, follow the above procedure until you do! Explain to them it is a customer who will be going to Philly or Larry Schweber and that you need immediate assistance with the call.

Anonymous said...

Should a customer be dissatisfied with the response from the representative, s/he must escalate it locally, NEVER referring the customer to the corporate level.



Talking Points (use the following for customer interaction):



Q: I would like to speak to a supervisor.

A: It will take me a few minutes to connect you with a live supervisor. In the meantime, is there anything I can help you with?

Secondary – A: I would be happy to have a supervisor call you back.



Q: Who is the highest person I can speak to?

A: Sir/Madam, let us first try to resolve the issue regarding your service. If you are dissatisfied after we speak, I will have a supervisor call you back.



Q: I do not wish to speak to anyone but [insert name of executive].

A: Sir/Madam, I understand your frustration, but I would like the opportunity to help you. After we talk, I can see if [executive] is available.

[NOTE: If the customer still wishes to speak to the executive, they should still be referred first to a supervisor or lead. CAEs should not refer any customer directly to an executive.]



Q: I just spoke to a supervisor and I was dissatisfied with his/her response. May I speak to a manager?

A: I will be happy to have a manager call you back.

[NOTE: This reference should still be made through a supervisor.]



Q: I want to speak to the corporate office OR I want to speak to the CEO.

A: Sir/Madam, I’m sorry we were unable to reach a resolution. However, I can put you in touch with a supervisor who can refer you to the next level.



Statement of Accountability



Guidelines:



Before escalating any customer, make sure you have exhausted all resources.
All escalations should be sent to a supervisor or a lead. The best methods for escalation are through the Comtrac escalation tool and by e-mail. Customers will receive a response within 24 hours on business days.
Do NOT refer customers to a manager or local leader directly. This should be referred through a supervisor.
Do NOT give customers any corporate information for resolution. Customers should be given local information to send any complaints and escalated to a supervisor. Ultimately, ALL escalations have local resolution.
Remember: Supervisor callback gives supervisors and leads time to research issues and expedite resolution. It is the CAE’s responsibility to diffuse the situation. If a supervisor or lead is not available, please ask the customer to allow the leader to call back.


CAEs: Please detach the attached talking points for your records. Sign, date and print your name below.

Supervisors: Please sign and date for each CAE.



I have read and understood the guidelines for escalations and the attached talking points. I understand my responsibility in preventing escalations and referring customers to the proper office. I understand the corporate policy to escalate customers using the local chain of command and to never refer a customer directly to the corporate office.

Anonymous said...

from the consumerist


username: password:
new user? help? NEW YORK, 4:41 AM, SUN DEC 23
6 POSTS IN THE LAST 24 HOURS | RSS
EDITED BY BEN POPKEN | tips@consumerist.com leaks comcast customer service readers cable insiders phone numbers

Tip Your Editors:
tips@consumerist.com

Editor:
Ben Popken | Email | AIM

Senior Editor:
Meghann Marco
Email | AIM

Associate Editor:
Chris Walters | Email |AIM

Weekend Editor:
Carey Greenberg-Berger | Email | AIM

Interns:
Alex Chasick | Email
Theresa Profio | Email



Consumerist
« || next »Leaks
45 Direct Phone Numbers For Comcast Departments
Here's 45 direct-to-department phone numbers for Comcast, because sometimes reaching the right person at Comcast is so maddening you want to start swinging a hammer in the local branch office. This isn't to say these people will magically fix your problem, but at least they can leapfrog you past the three-headed watchdog of low-level customer service reps (the heads' names are Incompetence, Sloth, and Apathy). The escalation and retention numbers, which might be of particular interest for people with big complaints, are marked with an asterix. We tested about 1/3 of these, let us know in the comments if any disconnect....

* (580) 354-8849 Comcast Miramar Escalations
(580) 354-8871 Comcast Broward HSI Tier
(580) 354-8872 Comcast Dade HSI Tier
(580) 354-8873 Comcast Dade Keys HSI Tier
(580) 354-8874 Comcast Panama Video Tier
(580) 354-8875 Comcast Panama Video Billing
(480) 686-8902 Comcast Broward Hispanic HSI (may not work anymore)
(480) 686-8903 Comcast Dade Hispanic HSI (may not work anymore)
(480) 686-8904 Comcast Keys Hispanic HSI (may not work anymore)
(480) 686-8905 Comcast Broward HSI
(480) 686-8906 Comcast Dade HSI
(480) 686-8907 Comcast Keys HSI
* (785) 330-6009 Suscom (Comcast) Maine Escalation
(785)-856-5866 COMCAST-ME-SALES
* (785)-856-5867 COMCAST-ME-RETENTION
(785)-856-5868 COMCAST-ME-VIDEO_BILLIN
(785)-856-5869 COMCAST-ME-HSI_BILLING
(785)-856-5870 COMCAST-ME-VIDEO_TIER
(785)-856-5871 COMCAST-ME-HSI_TIER
(785)-856-5872 COMCAST-NY-SALES
* (785)-856-5873 COMCAST-NY-RETENTION
(785)-856-5874 COMCAST-NY-VIDEO_TIER
(785)-856-5875 COMCAST-NY-VOICE_TIER
(785)-856-5877 COMCAST-NY-VIDEO_BILLING
(785)-856-5878 COMCAST-NY-HSI_BILLING
(785)-856-5879 COMCAST-NY-VOICE_BILLING
(785)-856-5880 COMCAST-ME_COMMERCIAL
(785)-856-1759 Comcast Tuscaloosa Video Tier1
(785)-856-1760 Comcast Southern Miss Video Tier1
(785)-856-1761 Comcast-Houma Video Tier
(785)-856-1762 Comcast-Houma Video Billing
(785)-856-1763 Comcast-Houma HSI Billing
(785)-856-1764 Comcast-Rankin DEL Video Billing
(785)-856-1765 Comcast-Rankin DEL Video Tier
(785)-856-1766 Comcast-Jackson DEL Video Tier
(785)-856-1767 Comcast-Mobile Video Billing
(785)-856-1768 Comcast-Mobile Video Tier
(785)-856-1769 Comcast-Atlanta Video Tier
(785)-856-1770 Comcast/TW Houston HSD Tier2
(785)-856-1771 Comcast Broward HSI Tier
(785)-856-1772 Comcast Dade HSI Tier
(785)-856-1773 Comcast Keys HSI Tier
(785)-856-1774 Comcast Atlanta Video Billing
(785)-856-1725 Comcast-Jackson DEL Video Billing
(785)-856-1730 Comcast-Savannah-Video Tier

Anonymous said...

Discuss this story Print This Post E-Mail This Article
Published on Friday, November 2, 2007 by Associated Press
Groups Seek Stop to Comcast Net Meddling
by Peter Svensson
A coalition of consumer groups and legal scholars on Thursday formally asked the Federal Communications Commission to stop Comcast Corp. from interfering with its subscribers’ file sharing.

Two of the groups are also asking the FCC to fine Comcast $195,000 for every affected subscriber.

The petitions will be the first real test of the FCC’s stance on “Net Neutrality,” the long-standing principle that Internet traffic be treated equally by carriers. The agency has a policy supporting the concept but its position hasn’t been tested in a real-world case.

Last month, The Associated Press reported that Comcast hindered file sharing by subscribers who used BitTorrent, a popular file-sharing program. The AP’s tests confirmed claims by users who also noticed interference with some file-sharing applications.

Comcast is the country’s largest cable company and has 12.9 million Internet subscribers, making it the second-largest Internet service provider.

Comcast denies that it blocks file sharing, but acknowledged last week that it was “delaying” some of the traffic between computers that share files.

In practice, the company blocks requests from users who are trying to retrieve files from a Comcast subscriber’s computer for a period of time. But it eventually lets the requests through if they are repeated.

In one AP test, a request went through after 10 minutes of trying. The technology does not directly affect downloads of BitTorrent files by Comcast subscribers, only uploads.

Comcast has said the interference is intended to improve the Internet experience for all its subscribers, noting that a relatively small number of file sharers is enough to slow down its network.

In response to the filings, David Cohen, an executive vice president at Comcast, said that the FCC’s policies recognize that ISPs need to manage the traffic on their networks.

But if other ISPs follow in Comcast’s footsteps, file sharing would essentially crawl to a halt. While the technology is a popular way to illegally share copyright movies and music, legal uses are proliferating, particularly in movie distribution.

“They’re blocking an innovative application that could be a competitor to cable TV,” said Marvin Ammori, general counsel at Free Press, one of the advocacy groups behind the petition to the FCC.

The petition asks the commission to immediately declare that Comcast is violating the FCC’s policy. The co-signers are Consumer Federation of America; Consumers Union, the publisher of Consumer Reports; Media Access Project; Public Knowledge; and professors at the Internet practices of the Yale, Harvard and Stanford law schools.

Free Press and Public Knowledge are separately filing a formal complaint that asks the FCC to demand a “forfeiture” from Comcast of $195,000 per affected subscriber.

The number is based on the statutory maximum of $97,500 for a single continuing violation, doubled by what the groups see as deception on the company’s part. Comcast kept its practice secret until publicized by the AP, saying that it couldn’t divulge the inner workings of its network for security reasons.

Its filtering technique also involves the company forging network messages so that they appear to come from subscriber and non-subscriber computers.

The complaint includes affidavits from three Comcast subscribers who say they have been affected by Comcast’s interference. The complaint asks the FCC to determine the total number of affected subscribers.

It’s not clear how quickly the FCC would act on the filings.

“The FCC should be aggressively reviewing these cases because they go to ensuring the freedom and openness of the Internet which is so vital to our communications future and to our civic dialogue,” FCC Commissioner Michael Copps said in a statement.

Comcast’s Cohen noted that the FCC’s policy statement, which says that consumers are allowed to run the Internet applications of their choice, makes that “subject to reasonable network management” by ISPs.

“If Comcast is right - that what it’s doing meets the policy statement - then anyone can start blocking BitTorrent tomorrow,” Ammori said.

A ruling against Comcast could cause problems for other Internet service providers. Many of them acknowledge managing traffic to improve flow, which likely includes slowing down file-sharing traffic by means less drastic than Comcast’s.

The Net Neutrality debate erupted in 2005, when the FCC abolished the obligation of providers of Internet service via digital subscriber lines, or DSL, to carry all traffic nondiscriminately (that obligation had been abolished for cable broadband in 2002). The obligation was replaced with the policy statement.

Phone companies started suggesting that they would like to be able to charge large Web companies more for guaranteed delivery of their traffic as a way to finance the build-out of their networks.

Web anchors like Google Inc. and Amazon Inc., joined by consumer groups, opposed the notion, saying it would make Internet service providers the toll keepers of the Internet and enable them to stifle competition and innovation.

The debate was stilled when AT&T Inc. and Verizon Communications Inc. agreed to shelve their plans temporarily to get their respective plans to acquire BellSouth and MCI approved by the FCC.

Ammori said it appeared that the “nightmare scenario” portrayed by Net Neutrality proponents like his own group, Free Press, had been averted.

“Then suddenly, out of nowhere, Comcast is doing exactly what we most feared … secretly degrading an application,” Ammori said. “We didn’t expect the first violation to be so blatant.”
On the Net:

Anonymous said...

brian roberts ceo
comcast corporate office
1500 market street
philadelphia pa 19102
2159818497
brian_roberts@comcast.com

Anonymous said...

You're worse than the idiots that argue with you about powercycling their modem, only to have it work perfectly afterwards without an apology or a thanks.

So in comparison, you do the math, thats 17,000,000 divided by 700,000, right? That would be 24.29 customers on Comcast for every 1 customer on FiOS. So 24 MORE PEOPLE per 1 customer will post a comment, or have something to say about the service. Since we live in a world today where negativity outweighs the positivity, you will, without a doubt, see more negative posts. Nobody in here is posting numbers in these articles when they make the comparison. Not to mention, this site seems to have it out for Comcast, which is why I don't even bother to buy points for my account. I am still on "Original" membership, because I was here back in the day when I worked for SBC, well let me correct that, CONVERGYS... We handled 70% of their call volume between Connecticut (SNET), Ohio, Indiana, Wisconsin, and Michigan. The majority of my calls with them were very rude and hateful. The customers hated their service because it was slow, no guaranteed speed, and very rarely did people get what they paid for. As a matter of fact, I spent more time on the phone with ASI then I did with the customer because the company was too stupid to provide anyone with an SNMP tool to read signal readings. They were also too stupid to keep a Redback server, or an LDAP server running for more than a week. Once a week, the Redback authentication server would go down, and cause all 5 states to call in. Gee, I wonder why, perhaps it was because THEY OVERLOADED THE REDBACK ROUTER TO THE POINT WHERE THEY WERE RUNNING 94% MAX CAPACITY. And you say cable overcrowds the node. We're talking about 5 states, not one apartment complex worth of people (which is the average size of a node, about 100 to 300 people). There was more than 2 million people that were without internet service on a weekly bases because of their blunder. I dealt with it for 1 year, only 1 year, and left because I got so sick of their screwups. I have been with Comcast for 5, and at one time, I was taking calls from 4 states, and only about once every 2 months would we break 20 calls in queue... So from experience, not from my ass, do I compare these numbers. Get a job doing what I do, then comment, otherwise, you're just another idiot who thinks they know what they're talking about. And NO, I don't talk rudely to my customers on the phone, I take care of the issue, escalate what needs to be escalated, and handle my business, which is why I have been there 5 years. If you're rude, you get ushered out the door. I have even worked on our support desk, until I got tired of the supervisor calls, with all the yelling and cussing over something so silly as an unplugged ethernet cable. You don't realize, the majority of escalated calls end up being resolved by making the customer correct an issue with their own equipment. Even with DSL, I would have a majority of calls end up being fixed by installing a driver, or plugging in a cord, or putting a filter on a phone in the house that did not have one. Some people complain for 15 minutes before they will let you say one word. I had a call the other day where this person called in, yelled at me for 10 minutes before I could speak, when I spoke, all I could say was "do you have a router" before I was blasted with another 7 minutes of yelling about how it's a Comcast issue. The customer wanted a supervisor after powercycling the router only produced one page before it stopped again. The lead that took the call spent another 15 minutes quietly listening to the same lecture and yelling as I did, and told the customer he was resetting the EMTA (they had CDV too, and the phone worked fine, which meant the internet was ok BTW, and the customer would not listen to logic). After the modem was reset, the internet was fine. Get this, the modem was up for 79 days when he called, which means for 79 days the customer did not have to do a thing to their modem... Looking at the account, I discovered that meant that from the time of install the modem had not been reset. Sorry to be realistic, but your modem needs rebooted like your PC does once in a while. You can't tell me you don't reboot your PC either because if you have auto updates turned on, then your PC rebooted itself 3 nights ago on it's own when Microsoft installed a "Critical Update".

There's no cure for stupidity.
--
SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1.

Anonymous said...

You're worse than the idiots that argue with you about powercycling their modem, only to have it work perfectly afterwards without an apology or a thanks.

So in comparison, you do the math, thats 17,000,000 divided by 700,000, right? That would be 24.29 customers on Comcast for every 1 customer on FiOS. So 24 MORE PEOPLE per 1 customer will post a comment, or have something to say about the service. Since we live in a world today where negativity outweighs the positivity, you will, without a doubt, see more negative posts. Nobody in here is posting numbers in these articles when they make the comparison. Not to mention, this site seems to have it out for Comcast, which is why I don't even bother to buy points for my account. I am still on "Original" membership, because I was here back in the day when I worked for SBC, well let me correct that, CONVERGYS... We handled 70% of their call volume between Connecticut (SNET), Ohio, Indiana, Wisconsin, and Michigan. The majority of my calls with them were very rude and hateful. The customers hated their service because it was slow, no guaranteed speed, and very rarely did people get what they paid for. As a matter of fact, I spent more time on the phone with ASI then I did with the customer because the company was too stupid to provide anyone with an SNMP tool to read signal readings. They were also too stupid to keep a Redback server, or an LDAP server running for more than a week. Once a week, the Redback authentication server would go down, and cause all 5 states to call in. Gee, I wonder why, perhaps it was because THEY OVERLOADED THE REDBACK ROUTER TO THE POINT WHERE THEY WERE RUNNING 94% MAX CAPACITY. And you say cable overcrowds the node. We're talking about 5 states, not one apartment complex worth of people (which is the average size of a node, about 100 to 300 people). There was more than 2 million people that were without internet service on a weekly bases because of their blunder. I dealt with it for 1 year, only 1 year, and left because I got so sick of their screwups. I have been with Comcast for 5, and at one time, I was taking calls from 4 states, and only about once every 2 months would we break 20 calls in queue... So from experience, not from my ass, do I compare these numbers. Get a job doing what I do, then comment, otherwise, you're just another idiot who thinks they know what they're talking about. And NO, I don't talk rudely to my customers on the phone, I take care of the issue, escalate what needs to be escalated, and handle my business, which is why I have been there 5 years. If you're rude, you get ushered out the door. I have even worked on our support desk, until I got tired of the supervisor calls, with all the yelling and cussing over something so silly as an unplugged ethernet cable. You don't realize, the majority of escalated calls end up being resolved by making the customer correct an issue with their own equipment. Even with DSL, I would have a majority of calls end up being fixed by installing a driver, or plugging in a cord, or putting a filter on a phone in the house that did not have one. Some people complain for 15 minutes before they will let you say one word. I had a call the other day where this person called in, yelled at me for 10 minutes before I could speak, when I spoke, all I could say was "do you have a router" before I was blasted with another 7 minutes of yelling about how it's a Comcast issue. The customer wanted a supervisor after powercycling the router only produced one page before it stopped again. The lead that took the call spent another 15 minutes quietly listening to the same lecture and yelling as I did, and told the customer he was resetting the EMTA (they had CDV too, and the phone worked fine, which meant the internet was ok BTW, and the customer would not listen to logic). After the modem was reset, the internet was fine. Get this, the modem was up for 79 days when he called, which means for 79 days the customer did not have to do a thing to their modem... Looking at the account, I discovered that meant that from the time of install the modem had not been reset. Sorry to be realistic, but your modem needs rebooted like your PC does once in a while. You can't tell me you don't reboot your PC either because if you have auto updates turned on, then your PC rebooted itself 3 nights ago on it's own when Microsoft installed a "Critical Update".

There's no cure for stupidity.
--
SIPPhone/Gizmo # 17476200648 / PIMPNET Chatline / Ran by Asterisk & Slackware 10.1.

Roger said...

I tired to call comcast to get new service. I live in a building with 4 other units - all have comcast service. Yet everytime i've called (3x now) or try to sign up online I get told "We do not have your address in our database" How could this be when all the other units in the building have your service and all have the same service address?? Bottomline your employees are lazy!!

Anonymous said...

do yourself a favor and call Verizon. Money well spent. Comcast pays their employees crap and that is what they get and what they give. Verizon although it has its issues is a far more professional company who has invested in itself for the long haul. Companies like Comcast turn and burn their customers and their employees.

Anonymous said...

First off, I love this site. I just finished an article in Advertising age and when i saw the headline "comcast must die," i couldn't have been any happier. I am a former Comcast employee. Boy, were those some comcastic days! Everyday I spent there was miserable. Training was at least 2 to 3 months and for what!? NOTHING, I say. Nothing that I was taught in the classroom helped me. Even the 'hands on' training was crap. Comcast was too worried about making money and getting us on the floor that they didnt even have proper solutions to any customer problems. My supervisors were never there when i needed them. I got several 'i'll get back to you with the answer' yet never a return. One time I had a customer call because her entire street had no cable, but when I informed dispatch of such horror, they simply said roll a truck because theres no outage. RIGHT. An ENTIRE street has no cable and its just a coincidence...well of course the lady on the other end of the call was not going to accept that. So I went to the ONLY supervisor that was there and he said roll a truck. LAZY. Finally, I refreshed my customer's account screen and OH sure enough dispatch noticed an outage, but I was suppose to roll a truck? It took them 24 HOURS to notice a SINGLE street had no service. WHAT ARE YOU DOING DISPATCH? TOO MANY DONUTS IN YOUR HAND? I can fully understand where these outraged customers are coming from. The consistent no shows from your tech's. Even though they said they called the house, when we all no they didnt. One time a tech told me he went to the door and knocked...mentioned the door was red, trying to prove to me he acutally went, when HELLO ITS AN APARTMENT COMPLEX ALL THE DOORS ARE RED. These freaking 'drop needs to be buried' are insane.You can NEVER tell the customer when its going to be done because you simply don't know. NO one will give you an answer not even the technicians who are doing the job. Its all just a nightmare. My experience working there AND now being a customer is just plain chaotic. Drastic measures need be taken.

-megan
former comcast CAE I employee
manassas, va call center

Tom Vincent said...

Comcast is horrible, as all monopolies are.

They move channels, reduce service, increase rates...

But the number 1 reason I hate Comcast is that they charge me for channels I don't watch, don't want, hate or that actively promote hate.

If I go to the store, they don't make me buy a pound of beef if I want to buy a pound of chicken, yet Comcast thinks it's perfectly reasonable to charge me for Spanish language channels, hate-spewing evangelists, shopping channels, etc., that I don't want.

Comcast recently moved the TV Guide channel to 102 so you can't see if without a converter box which, of course, they charge extra for and that doesn't work with DVRs or VCRs.

Complain about the prices and horrible service? They'll tell you Comcast is an excellent value (regardless of how high the prices go, it always is magically an excellent value).

I agree: Comcast Must Die.

Anonymous said...

I concur, Comcast Must Die. They are the antichrist. I have been a customer for 7 years and it has been a constant battle with them between the wait times, the cable consistently out for reasons unknown (even their CS reps could not tell me why it was out), the HDTV box not working and they charged me a $25 fee to fix THEIR problem. I have called on numerous occasions to get the same response, "Miss your account shows that you called for a service". Well, of course I called for a service because Comcast NEVER works. I am so frustrated. I wish there were another cable alternative. I would switch in a heartbeat.

P.S. What makes this even more frustrating is my husband works for Apple and their philosophy is to maintain and build customer loyalty, unlike Comcast. It seems Comcast’s philosophy is to have the worst customer service possible. At this point I would have to say their lack of customer service beats Bellsouth!

Connie
Account #: 8220177090198444

Mark said...

I come to this site from time to time to see what kind of problems people other then me are having but more to see what Comcast says they are going to do about them. How sad that Comcast comes here to talk to their customers about how they are going to solve the mess they call their company.
I have had many problems in the time that I have been a customer but what happened this past week has made me decide to leave them. On the 20th I called to have my cable turned back on. (an oversite to pay my bill last month caused it to be turned off which is my fault and not Comcast) After making my payment by debit card the lady told me it should be back on in just a minute. When it didn't she said she would send out a signal and it should be on. When it didn't she said she just sent out another one. Still not on she said it might take up to 40 minutes to come back and if not to call back. After waiting and still no picture I called back and the lady told me to unplug the box's and plug them back. (Why is this the only trouble shooting that can be done?) After doing this and still nothing she said both boxes were bad and to take them back. I explained to her that there is no way that both boxes are going to go bad at the same time for the same thing when both worked fine the night before. She said to take them back to get new ones. I did what she said the next day. After going to the local office the lady there said that the boxes were not bad that the codes were in the computer wrong that they were old Adelphia codes and had not been changed when Comcast bought them out. I said well they worked fine and Comcast bought them out several months ago. She said well I'm not going to give you new boxes to just go home and plug them back in and with the new codes it will work after I call again to have another signal sent. I did that and guess what. Still will not work. I called yet again and the man that I talked to said he would send someone right out and they actually did. In only 20 minutes. The only problem is that the repairman that come took about 3-4 minutes to tell me that he couldn't fix the problem that someone would have to come back out tomorrow to fix it. I said fine. The next day (23rd) I called early from work to make sure someone was going to be there and what time. I was told that no one was scheduled to come out till the 26th. I explained that I was told that someone was going to be out today. She put me on hold and called the local office and she told me when she came back that someone was working on the problem from the office and shouldn't take but a few minutes to fix and they would call me when they are done to see if it works. After waiting over an hour for a call I had my neighbor go to my house (because I was at work) to see if it was working and you guessed it, it wasn't. I called again and she said no one would be out till the 26th and she couldn't do anything else. I asked to talk to a supervisor and she put me on hold and when she came back with no supervisor she told me someone would be out between 1 and 4. I left work at 12:00 and at 3:00 I called to find out if the repairman was still going to be out and the next person told me no one was scheduled to come out. I was ticked off to say the least. I lost just over $100 leaving work because the lady told me a lie. I asked for a supervisor and as usual she didn't want to get me one. She said he was at lunch. I said well get me another one and she told me that they only have one working. One supervisor in a call canter? She said she would have him call me back and I said "No they never call back, they never email" I also told her I would hold on the phone till he got finished eating. After sever minutes on hold she came back and said he was still at lunch and he would just have to call me back. I still said NO I will wait but she said she couldn't keep me on the phone. I told her that for me to get off the phone she would just have to hang up on me. She said she didn't want to do that. After her giving me her name and extention I finally said okay. I called back when she told me to and she finally did get me a supervisor. This guy was as much help as someone using gasoline to put out a fire. But he did say that he would make sure someone would be at my home the next day. (24th) I called the next day about 11:00AM to find out about the time someone would be here and she said she couldn't find out because it was an all day appointment but the he would call at least 30 minutes before. Well as usual no call and no one came by. I didn't call on Christmas but did the next day only to be told that no one was scheduled to be here till the 28th. I asked to talk to another supervisor but he was in a meeting. I asked to be put on conference call with all of them so I could tell them all what I think of them and the company. I knew he wouldn't do that but he said he would send him an email and he would call me before 1:00PM. And he personally would call me back to make sure the supervisor did. Time came and went and not a call from either. Finally I got a call from someone from the local office and said he put something in the computer to see if my calbe worked. Finally it did. I asked the man on the phone how long it took to fix it and he said about 5 minutes. 5 minues? And I have been waiting 5 days for that. Wow, what a company. I had already filed a complaint with the BBB so I will see what the company says about it. And about this Rick Germano thing. I emailed him and got a response automaticly saying I should recieve a call in the next couple of hours. Well, 18 house later still no call. I guess it is hard for us to get upset with people who answer the phones to lie to us when the lie to us from the top. Comcast will not die because there are way too many people that can't get anything else and have no choice but Comcast. Well, this spring I will fix my problem by cutting down a tree and then I will get my programs from the Sky. Go dish network/Directv!!!

Anonymous said...

AS A COMCAST EMPLOYEE, IT IS NOT PLEASANT BEING CURSED AT, AS WELL AS YOUR MOTHER, YOUR GRANDMOTHER AND COMCAST, ALL AT THE SAME TIME. WE ARE TOLD NOT TO TAKE THESE CALLS PERSONALLY, BUT IF YOU ARE A HUMAN BEING WITH A HEART AND A CONSCIENCE, HOW CAN YOU NOT BE AFFECTED BY THE PROBLEMS THAT THESE CUSTOMERS ARE FACING.
P.S. I'M ALSO A COMCAST CUSTOMER AND HAVE EXPERIENCED ALL THE UNPLEASANTRIES THAT THESE CUSTOMERS HAVE EXPERIENCED, IF NOT MORE.

MarkFromCT said...

My concern/complaint is with the support Comcast provides. I, personally, do not believe that their product is any better or worse than other products I have used across the Northeast but their service is vastly inferior. I've had consistent tiling and outages at my house over the last 6 months. I've had technicians at my house 5 times (and another upcoming visit this week). The first visit they did replace some connectors but since then they have not found any problem. They keep stating that the problem is outside the house and other technicians will be dispatched to address yet the problems persist. Not only do they persist, but every time I report a problem, they send a tech to my house again. It's an endless cycle at this point. I hoping that after the 20th or 30th visit to my house they my decide that it is easier to just fix the problem that exists somewhere outside my house.

Wolf said...

So Comcast thinks they are taking good care of their customers? Let's see, they charge me a $15 fine every month for subscribing only to their Internet service but not to their poor quality cable / video signals. Oh yeah, that is excellent service. Thanks for the shaft Comcast.

FrustratedinArlingtonVA said...

Rick Germano needs to call Comcast's customer service to experience its nightmares for himself.

I have been a Comcast customer for two years. When I first moved to Arlington, VA, my apartment building only offered Comcast, so I was forced to choose it in order to watch TV with a decent signal.

I moved on October 5,2007 to a condo and attempted to transfer my service. Comcast totally wiped out my e-mail address and all my e-mails when I moved! I autopay so I know it is NOT due to not paying my bill. I can no longer sign-in into my account or access my old e-mails. Any e-mails sent to my e-mail address bounces back to the sender.

According to Customer Service, your Comcast account is tied to your home address. Since I moved out to a condo four blocks from where I lived, another tenant moved into my old apartment and has since ordered Comcast Service. The new tenant now supposedly has my old account number.

I have called Customer service 15 -16 times!!! According to Technical Customer Service, something went wrong with the transfer and the transfer got deactivated!!! When I finally did get my Cable installed (after the cable man cancelled twice!!), it was set up as a new account instead of as a transfer. My e-mail account got wiped out and I am no longer able to access it. All the CSRs admitted that it was an error on Comcast's part but no one can fix it!!! In the meantime, I've been paying for Internet access without e-mail access!

One CSR even promised to credit $150 to my account (Which has NOT Happened) due to all my trouble.

By the 10th call, I was finally desperate enough to call Mark, who is assigned to our condo building. He got someone named Bruce to call me. Bruce told me that Comcast had totally screwed up my account and wiped out the old account. He told me that the programmers were trying to download my old e-mail and that he would get back to me. Bruce never got back to me. I called Mark again and asked that Bruce call me again.

At this point, it has been 3 months and a New Year has begun!

I am going to tell everyone in this condo how badly Comcast has treated me and to go for the Verizon FIOS. My colleague at work who also lives in Arlington, told me that his Comcast service continually failed and it was impossible for him to work at home. He has since switched to Verizon FIOS and has been happy ever since.

At this point, I am desperate enought to contact the legal service that I subscribe to for legal advice as to how to get legal relief for my issues. I have also been advised to contact the Attorney General's Office and the Better Business Bureau. I can not believe that Comcast has been allowed to get away with such bad service for such a long time. Should we all try to get a class action lawsuit to mandate better service and to sue for legal relief for all our troubles. I have been told by an attorney friend of mine to stop paying my bills until Comcast agrees to fix the issue.

Mr. German, please have your minions contact me at hhsheu@hotmail.com since you have deactivated my hhsheu@comcast.net account.
Old Account Number: 05613 210401-04-4. New Account Number: 05613 936221-05-7

Anonymous said...

Monopoly....YES

Tried to get an HD box at the local Comcast office. Employee said in short supply. I asked if I could upgrade my service and reserve a box for future pick up. Was told to forget that move...better just to walk in....if I just walk in they can give me the box. If I'm on the waiting list.....I wait. Huh?

Called to see if my present box could support basic HD...nope. "Installation" of an HD box for 17.95 was offered. I asked what installation there was....I already have wires and a working regular box...rep began to give me a rap and then admitted that the installation consisted of screwing in the wires....and screwing the customer out of 3 hours waiting around and $17.95.

Well, I will pay the "bribe" to get my box next week. With the Super Bowl coming in a few weeks I doubt HD boxes will be around until a month or so for those who choose to "self serve".

Welcome to the USSR....for $17.95 and three hours time you get a box...otherwise you wait...

I can't wait until ATT Uverse is in town....Comcast will be SO OUTTA HERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Someone Who Hates Poor customer Service, ATL said...

What companies like Comcast Spew, but appearently do not really beleive is that happy customers are also profitable customers and that poor customer service is very expensive. I have had to just cancel an order that was "mid way" through installation, because of botched order processing on comcast part, even worse customer service, and appearently a disorganized dispatch center.

the tech at my location said this happens to him almost daily. he is sent out to a customer to do an install and the order does not match what the customer ordered. so they have to reschedule or cancel the order all together.

the best part about this one is that they cut the cable to my current provider (bellsouth) and now are going to have ot fork out money to their competitor to fix it, when it could have been cheaply prevented....

it does not take a miracle or tons of money to empower your employees to do the job right and handle customers themselves. one way to help pay for it is fire the customer service duty managers, since they are all appearently in meetings, at least that is what the CS reps say every time i ask to speak to one.

JP Farrell & Associates, Inc. said...
This comment has been removed by the author.
JP Farrell & Associates, Inc. said...

Thanks so much for calling attention to the terrible service performance of Comcast, a monopoly with little public oversight. As an economist in the field of public finance and later a management consultant practicing in the area of customer service, I would describe my personal experience with Comcast's service organization as eye-opening. I came across your blog as I was researching an entry for my own.

My experience with Comcast revealed a number of structural issues, systems inadequacies, unfortunate policies and inappropriate behaviors that ought to trouble the company's stockholders. In brief, somehow the cable line to our home had been cut. Over a two-week period Comcast sent three technicians out to the house to examine our television sets before they sent anyone out who could reconnect the outside line. Oddly, none of the technicians seemed to have any of the details of the previous visits. In fact, neither of the first two techs turned in paperwork, and by Comcasts' rules, which apparently are more hard-wired than their network, a lineman can not be dispatched until a home service tech notes that a line tech is required. Home service techs and line techs are dispatched separately by different parts of the organization. Customer service reps and their supervisors were empowered to do nothing more than offer apologies and a few free channels for a few months. Not surprisingly, getting a credit to the bill for the two weeks without service required another call to the accounting department.

See "The Service-Oriented Enterprise: a Parable" at http://jpfarrell.blogspot.com/2008/01/serv

JP Farrell & Associates, Inc. said...

See the post A Management Consultant @ Large: The Service-Oriented Enterprise: A Parable

Anonymous said...

FYI: Speak to a Canadian contact center if you want something done remotely close to right...
For the most part, you are speaking to them if you are in MD, VA, MI, IN, MO, CA...
If you aren't and you're speaking to Shaniqua or Chiquita in Lafayette, ask to be transferred to a Canadian.
We'll get it right guys.

Anonymous said...

As an outsourced tech support employee and a man who's been around the block once or twice let me share a few thoughts about Comcast that are both positive and negative about the "Cable Giant".

First: Never call in using what you imagine to be your "authorative" tone of voice. It predisposes the poor sap taking your call to want to get rid of you as fast as possible. That poor saps goal is to survive with at least some will to live intact. Yelling, insults, swearing, whining, crying and so on and so forth net you nothing. There is a responsibility on the customer to be just as reserved and courteous as the poor sap taking your call. Doing so nets instant results; for customers who use this manner I've risked my job on more then a few occasions to make things happen with the explanation:
"This is not standard procedure but give me a few minutes to try and set it up" and left supporting notes on a customers account for further down the line. And I know a fair number of agents who've gone similar distances.
Calling in and demanding perks will be met with a cold "have a nice day" and a hang up.
The Golden Rule applies to all involved: including customers.
Next up: understand that technology is not perfect. A gateway or node server gets untold amounts of abuse a day just from normal usage. Sometimes even experienced support at all levels can be baffled. Liken this to the idiot light in your car going off and even your trusted mechanic can't figure out why.
Following that sentiment is another problem..U.s telecomm infrastructure is NOT what it should be. Particularly when it comes to phones. I remember days when the much vaunted Verizon that everyones so fond of; had more problems then Comcast. I know Enterprise software architects who run screaming when given telephony assignments (E911 anyone?) because of the switching systems involved.
Do a little research in your state about the trunk lines and when they were put up and updated paying attention to the how.

Customer service agents are accutely aware of the "indignities" that customers must face due to the corporate sludge you have to go through. The listings and notes and updates and postings and paperworks they get regarding service fee's, prices, supported services, technical documentation, service issues, taxation breakdowns and so forth are only slightly less daunting then being forced to read a braille version of latin without any finger tips and we are expected to be able to parse and internalize that information generally by the time we sit down and start talking to customers.
Frequently such tools as we have to use are often broken, generally in the form of updates most of which produce no visible changes.
Most "frontline" and even "second tier" support people I know can't even begin to figure out how a company like Comcast manages to remain in business much less provide a service that does seem to work at least some of the time.

Really though, if you want a taste of the companies dark and oil-stained gears, visit the next "open house" at a Comcast call center.
I promise you'll be able to find it, just look for the dark cloud of despair hanging over top of it.
After all, its the best way to do big business when it comes to entertainment.

Anonymous said...

I work for a major phone company and no it's not comcast. People have to understand that service is not perfect. You may be one of the small amount of customers that is having a bad experience with you service. In reality if a company like comcast, which has like 76 million customers and 1 million call in on a daily basis, that is a small percentage of their customers. Normally the people that call in are repeat callers. The majority of the customers are doing just fine with the service. Every company has problems like this with a small amount of their customers, regardless of the size of the business. Right now i bet there is probably a website just like this about the company that I work for, and people are posting comments about their experiences. Basically what i am saying, the reps you speak with or the techs that have gone to your home are also consumers. We have all had a bad experience with some form of service, from going to a department to store, doing business with credit card companies, and choosing phone companies. There is one resolution, take your business else where.

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