Sunday, March 2, 2008

Employee Confessions

485 comments:

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Anonymous said...

I work for comcast..i do custumer serivce. I set up work orders and just listen to people vent their angers. I'll admit we could do a lot better. I do want to say this...when u call that 1800 number u are gonna get someone that might not care if u get online or not. most of the time the customer is not priority. We want to help but we are not in a hury. So when u guys get pushy it just takes the "nice" out of us. SO to all u callers out there we do want to help, but when u are rude... You become nothing more than an account number. an account starting with an 8773 i bet !!!.

P.S. Bypass your router and power cycle your computer

Anonymous said...

I also work for comcast and I must say that I get really tired of all the people that call in and expect some huge credit or free service for a year. The fact is that noone is perfect and if you have a problem with the services you receive from us, go somewhere else. People like most of you that post on this site just make it worst for the next person. More and likely if you have gotten a rude CSR, its because the person they talked to just went off and treated him/her like an animal and they dont really care about your problem because of that. So my point is if you dont like your services with us, find someone else to get your services from and see how long it takes you to find something wrong with that. We are actually better off without you.

Anonymous said...

this crappy company has overbilled my mother for SIXTEEN consecutive months!! EVERY SINGLE MONTH she has to call customer service, and have them deal with the problem. her normal bill is around $140.00, yet she consistently received bills for twice that amount. they could literally be overbilling customers nationwide by MILLIONS if people aren't reading their billing breakdown. if there is a class action lawsuit pending or about to be launched, i have advised her to join and do whatever possible, as this is totally outrageous. your billing department must be run by mongoloids.

QuizMasterChris said...

Comcast employees - or are you contractors?- people don't want "free" service, they want compensation for service that they paid for and haven't gotten.

It's clear that you corp. can't provide the services it advertizes, can't bill honestly, can't deal with incoming customer calls, can't hire and train competent staff, can't deal with their expansion, can't switch calls without hanging up on us, can't tell the very basic truth about appointments or call-backs, can't track customer accounts, can't provide working equipment...can't... can't... can't...

... and you expect, what, happy people?

Anonymous said...

i work for a contractor and i have to say...there are good contractors and inhouse people and bad...having comcast as my customer and having to please them can be trying...half the time when they have set up a work order its not what the customer expects...half the time you just get a nasty customer...either there are promises that cannot be kept or the customer wants something that we cannot do...comcast caters to the customer that screams and forgets about the customer that has paid their bill on time for 16 years. I get no free frills...and i have no complaint about that because i am a contractor...that's the deal that we all have...there are people on both sides who care, but to no avail. i have done everything in my power to help customers, due to the fact that's what i'm here for. i don't care how rude or ridiculous the call that comes to me is, i try to take care of it. that is what an employee is supposed to do. i apologize to all of the customers that have been put through the ringer, it's ridiculous. maybe this web site will be a help to you, i hope that it opens some eyes. i just hope that some of you realize that some of us are trying to make a difference, however small it may seem in the dilemma of your service with them.

Anonymous said...

Nice attitude from the CSRs of Comcast. I have worked in Customer Service as well and when you blame the customers for their frustration then you have no accountability as a company. We customers do go elsewhere when we receive terrible service from Comcast. I am now a happy customer of Verizon. They have their issues but at least when you call their technical support they actually help you and know what they are doing rather than passing you along from one department to another and never fixing the problem.

JediZombie said...

I have had more than my fair share of trouble from comcast, most of which I am not going to get into, it all amounts to me being mistrerated, misbilled, lied to, tied up, pulled behind a horse through the desert, you know the normal runaround we get from them. What I want to say is this. In my area of town in Pasadena (Texas not California) which is a suburb of Houston, the only choice I have for highspeed internet is Comcast. Yeah I could use Verizon's over-the-cell-phone-network, but on a good day it is only approaching about half the speed of most other ISPs (and I can't use it with a router for all the other equipment I have.) Sure I could get a T1 or T3 installed, but I don't make that much money, very few people do. I use DirectTV for my television needs (which is cheaper and with more channels I might add), but for my internet I am stuck with Comcast, and it isn't getting better any time soon. Every month I have some other issue with them, billing, service, customer service, what ever it may be. I am fine with comcast being the WORST service provider, any time I run into bad service from a company I am that guy that goes elsewhere, I even pay a little more for better service, although with Comcast I am paying more for bad service, but in my area, there is no one else. No other broadband internet services, none, zip, zilch, zero, nada. I don't have a home phone, but I would get one if it meant I could DSL, but alas I do not have that option. I have been told that I could get satellite internet, but guess what guys, it is not in my area either (what it is a fricking satellite) Please Verizon, please, please, please hurry with your FIOS service, I promise I am going to sign up for it!!!!!!

Anonymous said...

Here, Insight provided fairly decent service. Comcast came in and took them over and it isn't looking good. Costs are up and service for the money have been severly reduced. Comcast is essentially unreachable.

So I was somewhere else, and comcast took them over and destroyed them. So much for going somewhere else. And the monopoly aspect has already been mentioned.

Anonymous said...

I used to contract to Comcast. AT&T Broadband was bought and we were sold. Two weeks before Christmas we got a pay cut and our workload doubled.
I Seldomly went to customers with the correct equipment, mainly the digital or HD converters were for the wrong area or there were not enough cheap motorola HDconverters in stock. We could never get enough remote controls. I decided to leave when in Belmont Mass we swapped all of the Analog converters for Digital converters, I was in so many housing projects for elderly people and old peoples homes, I felt like I was robbing them, because they hated the new service and didn't understand why they had to switch, it took some wrangling but most were allowed to return to the older boxes.
Recently Comcast bought Adelphia, here in NH, we are supposed to be under a grandfather clause, but our rates keep climbing, we have not changed our service and the A-hole CSR's on the phone laugh that they can do it, or go elsewhere. Not to mention I have had to change our cable box like six times because they are defective, sound dies, picture dies etc...
As an aside I own an Audio video installation company, it is fairly high end, whennever I do the internal wiring for cable, internet and phone, I lock the cable company out of the panel on the interior of the customers home, so they can not ruin good work. I make sure I am present when they "drop off" a high def box, On more than one occasion a comcast employee will use my Coaxial RCA sub woofer cables to try to hook up the cable signal. meaning I have to fix or replace a blown Amp, Sub woofer or any other sensitive equipment installed. \
MAke sure your cable system is bonded to cold water or the earth ground coming out of the power meter. I have lost a few customers set up from ground faults that a tech has "forgotten" to hook up, lightning storms etc..
Comcast must be regulated and I do not understand why the FCC has allowed them so many customers, obviously they can not handle the responsibility..
Al

Anonymous said...

I used to work for ATT Broadband,, now Comcast.the best day there was the day I left for a better job..I can see that they still don't care. Don't care about the customer,,definitely don't care about the employees. I'm not surprised that those answering the phones at customer service aren't the happiest bunch in the world. On top of work stresses I'm sure that 3 out of 5 calls are from the irate welfare recipient screaming that her cable was shut off because she hasn't paid the bill in 6 months and how unfair it is. Truthfully I haven't to much trouble with customer service other than the wait to talk to a human sometimes. And the installers have been great,,provided you don't ask them to put 50 outlets in the gutters they are pretty open to helpin you out if maybe you want an extra line put in and it's reasonable. The actual service is what it is expensive and average but its pretty much as good as anything else.. I've had my go round with satellite---> junk. The internet is good as long as you use a different browser and e-mail than the one supplied. My biggest gripe is the billing,,,i'm not even sure what my bill is supposed to be anymore,,,long as it isn't outrageous i just no longer care because I have better things to do than call every month and figure out how to summon a human. Don't worry I'm sure an even bigger company will soon come along, buy Comcast and screw it up even more.

Anonymous said...

what a joke, the management of comcast just don't get it! customer first means treating your employees as valuable people not as a piece of meat! Wake up white shirts and come back to reality!!!!!!! Service techs ARE real people!!!!

Anonymous said...

I left the very first post on this forum. AND I GOT TO SAY THAT IM SUPPRISED THAT I GOT SUCH A REACTION. Well i will say this..All of you have a point. Yes i am contracted, but what does that matter? I still know your accounts up and down.Im sure I would be able to do a bill break down for any of the "fiascos" that are listed. A lot of you got the wrong idea. CSA's are not totally ignorant, but like the other guy said it can be frustrating.

ANYWAY LET ME GET TO THE POINT.

COMCAST PROVIDES ENTERTAINMENT.you will not DIE if your email goes down or you miss your t.v. show. To me it is ridiculous that people stress themselves out so much over something that at the end of the day, they dont really need. I MEAN READ A BOOK PEOPLE. And I understand that some of you make your $$Money off the net. To you I say this: We have BUSINESS services. It might cost more, but you WILL get the service you EXPECT.

COMCAST CSR

Anonymous said...

Wow, defensive there? The fact is that Comcast didn't get this reputation out of the blue. It's not a vast conspiracy by the competition (if only there was competition available where I am!) And, since Comcast has decided to get into the business of providing phone service--which means 911 service--then yes, in fact, someone could die due to their crappy service!

Wildman said...

Hey Comcast CSR aka Anonymous,

Listen dirtbag, I am paying nearly $200 a month for the triple play and 4 outlets. I expect someone in your place to know that the first rule of business is that the customer is right. You have jacked your prices up for less channels all in the name of increasing the services. BS to that. Look at how many people are pissed off at you just on this one site.

Don't come here and say that it's the customer's fault when you give off your holier than thou attitude. You call phone service entertainment. Boy you are way of base on that one. When the cable goes out so does my phone service and let's say that I have a 9-11 emergency. I am shit out of luck on that one because I can't even make a call to 9-11 which is a direct violation of the law. Remember this, CSr, we rent the equipment from Comcast and shouldn't even pay a $32 fee just to have it repaired or even a $3 a month service plan. So you say that this is all do to the nature of business. BS to that. IT's in the name of greed and those of use who live in an area where Comcast has a monopolistic hold are being held prisoner to your increases and lack of service.

Camel said...

Wow, Comcast CSR.

Yeah we can all go read a book and I read a lot of books. You clearly miss the point where customers are paying much of their hard earned money for services that Comcast is not providing even though they have contracted to do so.

Here are some analogies for you. I wear a suit to work. No, I don't have to get the suit dry cleaned. I could wear it dirty all the time. Or, No I don't need to drive to work, I could ride my bicycle the 8 miles it takes. No I don't need the TV, I could read a book.

Donna said...

As having worked in customer service field, I understand how frustrating it can get working with the public. However, you must understand you are on the front lines for Comcast. When they don't do as promised and customers are calling several times to get resolution, with no avail.... you have to understand the hours of time on hold, the blank answers and the mounting frustration. This causes people to express their frustration; as they should. I have been dealing with comcast for a week, and I can't even describe the level I have gotten to over this..... Although I have not taken it out on you CSRs.... the flip side is... you get PAID to be nice... I just get to sit on hold with no resolution to my issue... lost pay for me, lost time and a major headache. Your job may not be easy, but you are getting paid, whereas, I get no quality service that I am paying for. where is the injustice here?!!!!

Anonymous said...

I can't believe that any of the customer service reps posting here are justifying Comcast. I have been getting the runaround from them since I have had this service installed no matter what the problem is. It's always "I'm sorry for the inconvenience." That's all well and good but I do not care for an apology I want my service to work. However the moron I spoke to last night remotely fried my cable box I will never know. And to that second Comcast rep that posted here you are an idiot. Ever heard of a monopoly? Not only that I don't even know where they get off telling people that these are "technical" people, at least in my neighborhood. My grandmother knows more about computers than most of the idiots I talk to. Right after they fried my box last night I fought with the rep because she said it must not work because my coaxial cable wasnt plugged into my TV, after repeating that I used RCAs to go from the cable box. If any of you lazy bastards bothered actually documenting complaints maybe the customers wouldnt be so irate. Maybe if they trained their IT people well enough to know that I am calling from my VOIP that rebooting my modem will hang the call up that I was on hold for 2 hours would be great too. To all of you Comcast reps get your head out of your asses and at least see that the service you provide is laughable especially for what you charge, and the customers do have a reason after being on the phone for 3 hours straight to be pissed off.

Anonymous said...

Anon 6:55

This person above says that it's just entertainment so we shouldn't get our panties in a wad when it doesn't work...

For one, not everyone who has the internet is on here looking at porn and online gambling. When you run a business online, like I do, it is VERY important to have a connection. Everyday I'm having to call comcast about my connection is a day that I'm losing money on two sides. The money I pay comcast and the money I make online.

If I pay for a service, I expect to get it, no matter how important someone else thinks it is.

Anonymous said...

Comcast treats employees like they are sub-human. This might be a problem that would be better addressed by the national labor board… and unionization… across the entire corporate landscape…

Mid-level managers obviously get the push down on policy from the upper level managers about sick leave and time off… but when an employee is coming to work sick and is told that they can’t go home after they are physically sick and toss cookies at work…

Let me rephrase that… employees are not told directly they cannot go home… but there is HEAVY emphasis that if they go home from work, due to physical illness, it means they miss shift. And a missed shift is an “occurrence” which is a euphemism for a written warning about missing work… (or anything else that Comcast policy wants it to be…)

And all occurrences go into the employee file and are tracked for a year and are cumulative and count as suppressors towards “career advancement” (another nice euphemism for wage increases, merit wage increases, and promotions and transfers).

And the mid level managers are adamant that the employee needs to make the decision about going home sick… (We are not talking about hung over drunk or stoned or morning sickness shit here but with obvious upper respiratory illness with flu like symptoms…) but if the employee DOES make that decision to go home IT WILL BE AN OCCURRENCE on that employee’s work record… no question.

Straight up in your face you will be written up for leaving work because you are sick. Not to mention exposing co-workers to coughing, hacking, and congestion with flu like symptoms, which in turn can create a wildfire of sick employees coming into work infecting other employees, ad nauseum. (no pun intended) and all those newly sick employees will then be faced by, and coerced into, having to make a decision or experience the “occurrence” written warning policy…

The same mid level managers are also very quick to point out that Comcast is a “great place to work”, and that they are “employee focused”, and “there is no need for a union when Comcast takes care of their employees”…and a “good work life balance” being important to that good employer hyperbole.

It appears that Hypocrisy prevails… as well as the power and control feature of a company that talks about quality of service and taking care of employees… that in reality has crap customer service with increasing profit margins… and they don’t give a rat’s ass about customer service or the employees.

I wonder what the National Labor Board would have to say about a policy that creates this kind of situation in the work place where coercion, subtle as they may or may not be, creates an environment where people who are seriously and physically sick HAVE to stay at work by that very pressure of coercion.

Perhaps having the entire Comcast corporate workforce talk about unionization, in each hourly wage position, and having strong employee representation through a union with powers to negotiate a contract that eliminates overt coercion like the one mentioned above might make some managers take notice…

Mark said...

I'm sorry, but if what was in the previous post was true, Comcast would be indicted for violation of Federal Regulations regarding the use of Sick Leave. That is, unless Comcast doesn't allow sick leave, which is also a Federal violation.

What was posted is clearly criminal behavior. If it is happening this way, and no one blows the whistle on Comcast, then you all deserve to be treated that way by them. But, IMO, it's just a bunch of lies. Comcast may suck as a company, but I doubt they are firing people for using sick time.

Anonymous said...

Interesting that the opinion of Mark about what is posted is a lie… I would suppose that everything posted to any blog is always discounted as fabricated stories…

Nowhere in that post is there anything that hinted at firing someone for using sick leave… the post was about how Comcast mid level managers uses their (Comcast's)discipline policy to coerce employees…

I suppose that the firing of employees trying to unionize is fabricated as well… or that Comcast actually treats employees with regard to wages differently because of ethnicity is pure fabrication as well…

I also would hazard a guess that the above poster believes that Comcast being under investigation with the FCC and Justice department is a conspiracy of lies to hurt the American way of business as well… and that protecting consumers and employees isn’t necessary…based on the statement of “IMO”…

People are na├»ve if they think that mid level managers are always on board with the legalities and not the leaderships push down on what they want to get done…

Comcast employees really need to organize\unionize

blackheart said...

I have been a customer of comcast for nearly 10 years now and until recently I have been satisfied with my service. Within the past few months I have noticed a steady decline in the customer service. It seems as though the right hand does not know what the left is doing. If you do need to place a call to comcast you must enter your telephone 3 times then when you do finally get a CSR they ask you for it anyway. It gets frustrating. Some reps are nice some are not. Some techs are nice some are not. It seems as though the company cannot truly provide the service they advertise. I have had 5 technical calls in less than 2 months and my issue is still not resolved. I have been as patient as possible and nice to each csr I have spoken with. Yes I could read a book and yes I can live without tv. I choose this service as a means of relaxation. I work long hours and have a child this keeps me rather busy so when I come home at night and I want to watch a movie on demand I expect the service to work and yes it is frustrating when it doesn't. To me it's like getting your haircut. you go to the best place in town cause they say they are the best. You pay a lot of money and you expect a high quality service.
People feel no differently about their cable services. All we want is for you to help us regardless of our disposition that day.

Anonymous said...

I also work for Comcast as an "in-house" technician in the Chicago South Area. I can truthfully say that as a technician we are constantly asked to take on more than we can handle, especially with the newly implemented "dynamic dispatch". For those who may not know, dynamic dispatch is a new form of dispatch that assigns us our work as the day goes along instead of walking out the door with a dedicated route, in so many words we knew where we were going and could plan accordingly. However, with dynamic dispatch, we do not know were we are going, usually having to drive from one side of the city of Chicago to the other, usually getting to our jobs only to see another technician's truck down the street. In Chicago it is almost impossible for us to meet our time frames,( for example being assigned 5 morning jobs that have 8-12 time frames or 6 1-5 afternoon jobs) which usually puts us behind for the day. Then dispatch has the nerve to tell us when to go to lunch.... how can we go to lunch when we still have morning jobs to do at 12:30 or 1:00 in the afternoon. Then there are times when we get behind on a job and the work is still being added to us because we're supposed to do "120 points" per day. How can you measure productivity just by giving "points", units that estimate the amount of time it should take to do a job, if upper management or whoever made up the point system doesn't know exactly what it takes to complete that job satisfactory and decently? I feel as if we are overworked and underpaid. Mostly everyone does all three products at my shop, however there are techs who haven't received their raise or who were rushed to do CDV upon it's launch in the Chicago area. I get tired of getting off at 8:30 or 9 o'clock, with no break during the day. Now I have to go home too tired for my family who hasn't seen me all day. I could go on on and on, but the reality is that how can customers expect Comcast to care when Comcast doesn't care about its employees?

Anonymous said...

Wow... If these posts are really from comcast employees I can see why things are so bad.

I stuck with comcast even though our internet connection was horribly unreliable because we thought it was the best service available.

The final straw was when we switched to the triple play service and our installer didn't show the first day then made us wait through the entire day the following day. The whole time customer service kept saying we could expect them in a half hour to forty five minutes. When the installer finally got there he switched out our modem with the voice modem but couldn't get the phone working. He had arrived so late he could even get his own help desk on the phone.

So the next morning he comes in and again couldn't get the phone working. He goes in back of our apartment building and tries switching out our connection on the interface box. Unfortunately that knocks out the cable tv and internet as well! So now he says we need a new line appointment to get things working. (This will take about another week.) I asked him to please at least put the connection back the way it was so we'd have cable and internet. He promises to do that and leaves. Unfortunately he left without switching anything.

I tried to get him or anyone back to fix the issue. I was told to wait two hours to get a call back. This happened three times in the same day! Between the no shows and sitting around waiting for phone calls I sat for literally twenty four hours over a two day period.

Even after the line visit the modem was constantly down and the phone worked on and off. I even missed a funeral because my ride was unable to reach me!

Now if that wasn't bad enough the $99 per month deal (which went up up to $119 per month because we wanted the sci-fi channel) turned out to be billed at $177 per month! When I called to ask about the bill I was told our promotion had ended. I asked how it could have ended when it hadn't actually begun? Turns out the person who sold us the triple play had neglected to see it was a program for new customers...not existing ones like me.

This went on for three months. Each time the customer service rep always saying the same thing, "We're sorry for the inconvenience." Ultimately what ended up happening was they re did the order as a new installation essentialy tricking the computer into giving me the deal. I know this because an installer came to my home unannounced to "install" the modem and phone service. BTW- I asked that same installer if he could look at the phone since it wasn't working. He said he couldn't because it had already been installed!

Unfortunately, after three months of completely unreliable service and a phone that was out of order over fifty days in ninety I chose to discontinue the triple play service.

So... to the comcast employee complaining about being tired of rude customers. You might want to think about what makes them rude. I tried my darndest to stick with you folks but after being misled on my bill, blatantly lied to by supervisors promising return calls and service appointments and sitting around for literally twenty four hours "sorry for your inconvenience" simply doesn't cut it. Do you think we like sitting on the phone with ComCast for hours at a time and getting nowhere and no help?

If a customer asks to speak with a supervisor consider they may be in their tenth plus call and know the questions you are about to ask even better than you do! They also know that you are not going to be able to help them and will ultimately need to transfer their call.

I truly empathize with the reps... it's got to be a tough job having to field calls like mine each day, For the record, I had one rep tell me I was the most patient customer he spoke to the whole day!

Sadly... after three months of absolute frustration my patience finaly ran out. I completely discontinued ALL my Comcast services including the cable television and now have AT&T DSL. It's been running continuously for three months without a single modem reset AND I pay $30 a month without having to call every few months to renegotiate my bill.

As for the ComCast employee who made the crack "We're actually better off without you." Be careful what you ask for...because if this has happened to me similiar experiences have probably happened to thousands of other customers. As choices improve you may find more people taking your advice and you wishing some of us back.

Perhaps Comcast as a company ought to spend less money on those cute commercials and put some of it towards bolstering it's customer service folks and beleagured technicians. Perhaps then ComCast quality will match it's awesome marketing.

Chris H.

Anonymous said...

I work for Comcast in the billing department and to tell you the truth our hands are tied when it comes to most things its pathetic really that we can not help most customers to the fullest extent. There are many things that we are not authorized to do for example, you were suppose to get two months free of service but your service is over our credit limit well, we have to export the difference for some other person to ok it which takes months! You are suppose to have a certain rate on the account say triple play but for some reason you are being charged more you assume hey "I'm speaking to billing they can fix it" ...WRONG I have to transfer you to phone or retention (which is only open till 9pm)

Also you may get a special from one agent then someone higher up says "I don't think so" and will change it back with no notice to you.

Oh and your VOD just forget it (especially in Michigan )Tech most likely will not come out because the service sucks and there is nothing they can do to fix it.

And please remember every once and a while you will get an agent that does really care and wants to fix the issue but we can only do so much ( and say so much for that matter because the calls are monitored)

Mark said...

Ya know, I've had it with all the whiners at Comcast using this forum to complain about how much their job sucks. Just quit already. Either that or stop complaining about how bad the company treats you. We all know that Comcast doesn't care how they treat anyone, but telling the customers that they can "just live without" is nonsense. If we can live without Comcast, so can you.

Anonymous said...

The person who worked for the billing department wrote:

"Also you may get a special from one agent then someone higher up says "I don't think so" and will change it back with no notice to you."

I can personally attest to that. Even before the incidents I talk about in my above post. My room mate and I had problems with ComCast. Our internet service would cut out on the weekends. Almost like clockwork it would stop working on Friday evening and not come back up until Monday morning.

After months of this happening, tech visits and suffering through we finally resolved the issue somewhat when a technician added a new port to our interface box and made us the sole connection.

Well we had never been credited for any of the days our service was not workin. The ComCast rep had promised to compensate us by crediting our account for each of the days the service was out which over the months added up... essentially three months worth of weekends. Well when the bill showed up it showed a credit but for the nearly 30 days of service outage we were credited less than $12.00! When I called back...we were told that the credit had not been approved. So once again how can the ComCast folks not understand the distrust and negative calls? Even when you are promised something you can't count on it.

I had the same problem with the credits for missed installations. During this triple play fiasco they missed a total of five scheduled appointmnets which I was told were to be credited at $30 per missed window. I never got more than $60 taken from the bill.

I really do feel badly for some of these reps. They are forced to be a fire wall between the frustrated masses and management. They are essentially forced to act like the proverbial used car salesman where selling is everything.

ComCast seems to think their success is based on new customers and upgrades. But ultimately, I think their poor quality services and disfunctional customer care will eventually lead to poor retention and cut them down.

Like I told the woman in retention who handled my very last call. For five plus years I paid $130.00 or so a month for their cable and internet services. Had they even remotely tried to work with me, I would probably have kept the cable tv services which I can honestly say worked well 99.9% of the time. So in forcing me to pay the balance of an over charge just so I could be "allowed" to fix that overcharge they lost me completely. In the long run who really lost out? I seem to have a much better service going with the new DSL and they lost a customer for good. Not mention all the potential customers who were scared away as they watched my bad experience play out. (I teach in a civic center... LOTS of people got to hear me vent.)

In fairness I had an issue with at&t early on. They missed their installation appointment and then failed to credit the waived installation fee on the first bill. But it's lot easier to forgive when your service is working and the price you're paying is a fraction of the what ComCast charged.

It seems whenever a company grows too big they get arrogant and forget that the customer needs to feel taken care of. I talked to numerous supervisors during this last experience. Every one of them said they would give my issue personal attention and monitoring. All I got were voicemail numbers and no return calls with no results.

As for the comment the one employee made about getting business services if you want better quality. Isn't $130 to $190 a month worth good service and follow through? If you don't think so I think you need to wake up.

I hope local law makers will eventually see this and come to the realization we on this blog have. No competition = No Incentive. No incentive = Poor Quality...

Chris H.

Anonymous said...

Mark:

Do you work for Comcast as union buster or are you an employee, or agent, in any capacity for Comcast?

Perhaps you are a corporate trainer? Or a long term employee of Comcast in some supervisory or management capacity?

IF you are just here to bash people as whiners… tell people your affiliation with Comcast or it’s subsidiaries and show your true colors.

IF you are not there first hand to experience what hypocrisy that comes form corporate push down onto employees… why are you posting that things are lies and people are whiners?

Unionization might end all the bullshit in the end.

Comcast is pushing the 30% rule… why do you think they are pushing the telephone digital voice issue? They don’t want to actually have to supply cable tv to the rest of the nation per the federal law.

They actually don’t want to have a union and are at this moment running an internal campaign to stifle organization, which is illegal… so why is it that people are whiners when their work environment is sub-par and they actually want to do quality work but are stifled or suppressed by corporate bullshit?

Workers have rights… consumers have rights... monopolies want to erode those rights and control the outcome to the monopoly’s best interest… damn what the law requires or what consumers want…

Unions in Comcast… and Federal laws regulating them. That’s what needs to be done.

Anonymous said...

I now am a "Comcaster" as our company was taken over by this so called 'customer oriented' giant. I will not stick up for bad CSRs, but I will add that in our area we employees are treated as second class slaves by this giant. We have not been trained by this giant on there system just expected to learn by osmoses, even had money held that two promised dates of dipersment have come and gone. Oh where art though Insight?

Mark said...

Dear anonymous coward,

What lies have I posted? No, I don't work for Comcast, nor have I ever. And I'm not sticking up for them, either. But when I hear that Comcast treats it's employees like crap is the reason the employees treat the customers as crap, I get annoyed.

And unions are not the answer either. Unions may have been what brought workplace conditions up in the past, but they're a relic of bygone days when factories were very dangerous places and factory owners didn't have to take responsibility for workers' injuries. Is your life or body in danger working for Comcast? I highly doubt it. And if it is, OSHA can and will step in if you blow the whistle.

So, really, if you hate working for Comcast so much, go work somewhere else. As a customer, I don't want to hear how miserable your job is when I need service. And I really don't want to be told "oh just go do without" when it's my money.

BTW, which one of us is posting under an actual name here?

Anonymous said...

Complaint or complement...CSRs are there to assist- whether they do or don't, customers have choices...I work there as an employee- you try to take every call individually, however when you're rude/complain but don't wanna troubleshoot/late bills/don't wanna understand prorates and bills/etc you do become an account number. Yet you can hang up and speak with someone totally different. And if there's an outage- why call...spend time with your family/exercise/read a book- that's why your on hold so long..because everyone wants to call at the same time. Don't order a fight the moment it comes on- when you knew all week you wanted it. People have flaws/Business have flaws. Fios= fiber optics which are already in the lines. And if you're house is 30 yrs old and you wonder why you're cable doesn't work..Get an Update. Comcast is a business..period. At the end of the day..the objective is to sale and make money.

Anonymous said...

CAE's need to learn how to build accounts. When a customer calls and is seeing subscription service or not authorized on a channel it means the codes are wrong. Unplugging the box hitting it isn't going to work!!! Also in the wip comments I don't need to be told to check all levels or replace equiment. You answer the phone and I will fix the problems.

Anonymous said...

ok first things first i don't work for comcast. I work for a 3rd party call center as do most of the cae's that you will talk to. As a third party company we can only do what comcast will allow us to do.

I can tell you this though, there has never been an acct that has gone off my screen without all codes being correct, billing issues corrected, or I have atleast done every thing I can do. I have had to issue out hundreds of dollars worth the corrections because of people who work directly for comcast. In the area that I cover we don't really have techs. We contract all of our work out. I'll tell you what there is a limited supply of techs in that area. I mean you can only hire what is available.

See here's my thing though. When you call up and you are calm and do not direct your anger at me I will go out of my way to help. When you call and you treat me like I caused whatever problem you have I couldn't give a damn if your cable gets fixed. Because here's the reality: I didn't mess your cable up, I don't work for comcast, I don't live in a comcast area, I don't think cable is a rational expense (believe me if my wife would let me cancel mine I would), I will not tolerate a customer cussing at me or yelling at me.

You also have to keep in mind that comcast and it's third party are always training new people. You are going to get someone eventually, who only has a vague idea of what to do. That's part of the call center industry. It's a crappy job all around. We are the frontline of defense. We are the ones who get yelled at, cussed at, threatened, and degradded. Most of the time for things we had absolutely nothing to do with.

Another problem is we have 350 seconds to get you off the phone. My call center fires people all the time for having an average call time of higher than that. It's hard to fix the alot of the problems in that time frame, and it's because of the time restrictions that alot of reps will feed you a line of bull to get you off the phone. As much as we want to help, we are not willing to get fired for it. we have families to support too.

I'm not defending comcast, cause I think they suck too. But I am defending atleast the caes in my call center.

Elizabeth said...

If you don't believe in cable and you think it's an unnecessary expense, why do you support it by working in a call center for cable customer service? It's clear you don't care about serving anyone.

When I call and I am upset, I can certainly stay calm. However, 9 times out of 10 the person on the phone is incompetent and rude. Excuse me, don't you think I tried turning the box off and then on while I was on hold for 20 minutes? No, I don't want to take a day off of work so that some 18 year old "contractor" can show up whenever he feels like and display his lack of knowledge about my cable or internet. I want these things to work right in the first place and if they don't, I don't want to pay for the time period in which they didn't work. Why is that so hard to grasp?

Anonymous said...

Comcast...a customer first company. BS!! This will be one long entry...so sit back and enjoy. First of all as a Comcast employee I can tell you they are doing everything backwards. To truely a customer first company, you have to take care of the employees first. For example, as an employee who lives in the system, with a courtesy account, how come it takes weeks, sometimes months, to have adjustments, upgrades or downgrades made to my account, yet a "customer" can call and get that done over the phone or even same day with a tech? Comcast will knock techs for productivity and repeats in the same sentence. Ok genius, you only want to pay us for 8 hours or work (because you complain about our overtime), and want us to take a one hour lunch everyday. Ok, the tech works 8-5. He has to come in early to get his boxes and equipment ready for the day, so actually its 0730, but he won't get paid for that, even though his first job is at 9am, you still want him out the door by 815 or so. It takes him about 10-20 min to get to his first job, what, you want him to sit in the customers driveway for half an hour? When that half hour he used to get his equipment ready he could have spent sending his kids off to school or even eating breakfast with his family, because lets face it, if you fall off a ladder and land on your head, that could be the last time you ever see your family. So instead the tech stops to grab a cup of coffee and something to eat for the day, so you yell at him for that instead. But we send him out with 7-9 jobs a day, all of which you want quality work, right? So he at his first job, he has to replace a drop and two lines, boom there goes 2 hours, now its 11am and he has two more AM appointments to get to, because if he is late, we give the sub a $20 credit for the missed appointment, so now he gets hammered for that. Oh well right? Its noon, do you think he gets a lunch? Nope he is driving down the road trying to eat a sandwich, which is not safe, but Comcast is huge on safety aren't we? So he has 4 or 5 afternoon appointments he has to get to, some of which may be 10 or 15 mins from his last job. At his one job, the customer is complaining about how they were on hold with customer service for an hour, and got absolutely no help, because they got routed to a call center in Canada, Mexico, or even worse, Louisiana. Well if we all were fluent in espanol, ebonics and said dontchya know eh...we'd be have no problems. Which brings me to my next point...out sourcing call centers. You say you only get 350 seconds on the phone with the customer, what do you do in that 350 seconds, roll boogers and fling them at your co-workers? Because more than 75% of the work orders and jobs I look at, could have given more quality assistance to a customer in about 200 seconds if the CAE knew what the hell they were doing. So what if you are always training new people, train them the right way, not the half-a**ed way. If the customer has three boxes, and the third one is missing channels, why can't you look at the rate codes, use your first grade learning skills, and play the whole "one of the things just doesn't belong here" game, or in some cases, whats missing Waldo? I guess Mexico and Canada didn't watch sesame street. No truck the rate codes, hit the box, and save comcast the $60-$70 it costs to send our starving technician to their house, only to have their dispatcher fix your mistake. Even better, wow, a customers internet is not working, HOW ABOUT YOU CHECK AND SEE IF THE MODEM IS ACTUALLY ON THE ACCOUNT SHERLOCK. Yeah I have seen that a lot too. You complain that you do not have the tools to do your job effectively, well I guess you are just another lemming looking to jump off the cliff, instead of talking with your supervisor, trying to get these tools to make your job more proficient. You say you are the "first line of defense"...good God, you must be the Nigerian army fighting with sticks and stones, and are nothing but a "bullet sponge". Grow some cajones and get on the ball, make a difference. I spent years on the "real frontlines" in real combat and let me tell ya, I never went to war with out my "tools". Don't be a follower, be a leader, your voice is louder than you think if heard by the right person, trust me, I know, I have made changes to better the lives off not only people in other countries, but the lives of the customers in this business, and I am no more important than the next guy. So if you want to sit back and be part of the norm, go ahead, get the hell out of MY way and let the real men and women do the dirty work. Yes customers can be rude, disrespectful and a pain in the arse, but you are a customer too. Have you never been upset about a bill and not gone off on a customer service rep?? Your a hypocrite if you say you haven't. I am not justifying their actions by any means, and you do not have to put up with it, it falls on these so called "leaders" of Comcast to make things better, which they fail to do time and time again. A customer will have on going tiling or internet interruption for months, and when a service tech goes out there, then turns the call over to maintenance, and they go out there and code it "no problem found", BS there is a problem, it's called OLD CRAPPY EQUIPMENT. Yet Comcast won't spend the money to replace it. Why you ask? Because they are handing out $20 to customers because WE overloaded our techs with jobs, its the little things that add up. Hey Ralph and Brian Roberts, quit pinching pennies in your $3million dollar mansion, and give something back to the people you have been providing a service to for over 50 years. You want to take care of the customer, take care of your employees, and WE will take care of the customer, thats how it works big dog. If you don't want that tech back in a customers house for atleast the next year, put some new equipment on the poles and in the peds, train your CAE's and quit giving guys 7-9 jobs a day so they can't take lunch and are grumpy because they haven't eaten all day. I remember in training, the first thing they teach you is how to prepare mentally for they day, and let me tell ya, the human body is an amazing machine, but it needs fuel, just like the vans we sit in to get to our jobs. I have gone days without eating, and weeks without a shower, and it was rough, but not everyone is made that way, and being this isn't combat, those circumstances should not exist. The way the chain works...CAE to Dispatch to Techs, and it should end there, but it doesn't. Because people who CAN make a difference, choose not to, they choose to sit in their three piece suit and talk about how to make more money. Well, here is a strategy, you'll make more money by getting customers, and for every customer that has a bad experience, they tell atleast 3 other people about that, you think they want Comcast? I wouldn't. If you are worried about your repeat numbers, quit giving the techs too many jobs so they HAVE the time to make sure everything is new and correct before they leave that customers driveway. Before that happens, make sure they get off the phone with the assurance that their needs will be taken care of properly. Comcast needs to start listening to its employees as much as we listen to the customers. You put together the Credo Speak groups, instead of having a bunch of gripe and complaint sessions over bagels and cheap coffee, have a hardline meeting to discuss how to make this company a better place to work, and a better service to its customers. I can go on and on and on, which I will on more blogs later, but I atleast hope I have motivated some of you to drop your "sticks" and grab a "gun" and get this battle rolling. But what do I know, I am just a sponge like the rest of you guys, right?...WRONG, I don't walk softly and carry a big stick, I stomp loudly and roll into the fight guns blazing. I get heard, if you all did the same, you wouldn't be on here complaining about the company you work for...I am on here to motivate you to speak up for yourselves, and GIT R DONE!

Anonymous said...

What the hell was last post? A management pep talk???

Anonymous said...

Not a management pep talk, obviously you dont take any pride in anything you do, therefore that must have hit a nerve with you. Im not going to play the keyboard tough guy, I will leave that to you. However, I will go places in this world, hell, I already have, more than you I am sure. You however, will probably sit in your cubicle for another 20 years, answering phone calls from people such as yourself, asking why you didn't do something earlier. With that said, I could care less how you respond, but please for God sake, do something to help yourself, that way people like me arent worrying about fixing your screw ups.

Anonymous said...

hey if service doesn't work i'll give you that credit. doesn't come outta my pocket, and if comcast takes a hit so what....again i don't work for comcast. as far as courtesy accounts. hate it for ya, i can't touch um. gotta go through your hr dept. got beef take it up with him/her. i don't support cable by working for a call center that handels them. I cost cable money by taking your call. I don't make them a dime. I get paid for every sale I make whether i talk you into it or you just call and order it. so that's why i work for a call center that handles comcast. because i make money off you. But like i said i have never not fixed an acct. I have force dispatched techs out, i have given hundreds of dollars in credits to appease customers. but the calls where the customer just doesn't wanna pay a bill are the calls that mess it up for the rest of you. i'm not stupid i can tell the difference between a legitamate complaint and a whiny adult. I don't care that you sat on hold, there's nothing I can do about it. I can handle a call at an average of 4.5 min. That includes all the fixing I do. Which means I am doing everything I can. Oh and do me a favor. don't try to tell me you've had the same problem for a month and i only see one call. we both know that as whiny as you people are you are not gonna sit on a problem for a month.

Mark said...

"Another problem is we have 350 seconds to get you off the phone."

Gee, it's nice to know you guys are working with a timer there. Now that I know you aren't listening to me and just looking at a clock, I better understand why service is so bad.

Yeah, I've worked in places that had that "must be done in X seconds", but that was never a concern to me, only taking care of the customer. I don't care what you say that Comcast will do if you take too long. If your intent is to be done with me in < 6 minutes, you've already proven you don't care about me.

Anonymous said...

" Anonymous said...
Not a management pep talk, obviously you dont take any pride in anything you do, therefore that must have hit a nerve with you."

Blah, blah BLAH! "Git R Done"???I've fixed more mistakes from F'Up Fairies in one week than you could in a whole career!

Management, Union Buster...whatever. You both spew the same rhetoric. Or maybe another lame PR firm Comcast hired to do some "Astroturfing".

From Wikipedia:

Astroturfing in American English is a neologism for formal public relations campaigns in politics and advertising that seek to create the impression of being spontaneous, grassroots behavior, hence the reference to the artificial grass AstroTurf.

The goal of such a campaign is to disguise the efforts of a political or commercial entity as an independent public reaction to some political entity—a politician, political group, product, service or event. Astroturfers attempt to orchestrate the actions of apparently diverse and geographically distributed individuals, by both overt ("outreach," "awareness," etc.) and covert (disinformation) means. Astroturfing may be undertaken by anything from an individual pushing their own personal agenda through to highly organized professional groups with financial backing from large corporations, non-profits, or activist organizations.

Companies may use a boiler room full of telephones and computers where hired activists locate people and groups that create enthusiasm for the specified cause. Also, the use of psychographics allows hired supporters to persuade their targeted audience.

In August 2007 Comcast Corporation's public relations representatives were accused of astroturfing by posing as fans on internet college team message boards in an effort to spread their negative views about the newly created Big Ten Network.[20][21] Additionally, Comcast created their own marketing campaign "Putting Fans First" on radio and on the web.[22][23] At that time Comcast and the Big Ten Network were involved in very public and acrimonious negotiations.

In February 2008 Comcast paid individuals to take up seats at an FCC hearing into Comcast's network management practices, including RST packet spoofing using Sandvine. These individuals fell asleep, applauded on cue, and took up so much room that a number of people with anti-Comcast sentiment were shut out. [27]

Anonymous said...

Okay, I do not work for comcast, but I work in a call center and I read the post the person left about being a third party contracted employee.

You guys really cannot attack the people you talk with on the phone. If they are rude, and beligerent then yes by all means vent, but in all reality it comes down to this. If your cable isn't working right, or your internet isn't working right, and this is costing you so much money and greif.... TURN OFF THE TV!!!

People in call centers are doing only what thier company is allowing them to do. "Gee, it's nice to know you guys are working with a timer there. Now that I know you aren't listening to me and just looking at a clock, I better understand why service is so bad." Wow, you are one of those people that assumes and doesn't have a clue how things work. The employee's are not allowed to see their call time. The phones, telephony queue and computers clock the time for every call and send them to a supervisor. Stop being a jerk and understand. These people are just trying to do their job. You have a job, you do what your boss tells you or you are fired. You will do what it takes to keep your job at all costs.

When it comes down to it though, If it is really that bad turn off your TV get off your fat duffs (cuz america is 80% obese) and take a walk.

Grey's Anatomy is not worth your health or heart anyway.

Anonymous said...

Why are unions archaic in nature and not effective in the modern workplace?

Notice that every time there is an anti-union flavor to certain posts here markus.

Strangely OSHA has it’s place as well… but by that very post about unions being archaic that OSHA has no place in a work place where it’s not a factory that puts life and limb in jeopardy either. (that appears to be the conclusion pointed at in that post.)

AND if that is the case, that OHSA isn’t really part of the modern workplace unless it’s a dangerous factory job, or dangerous job that requires safety requirements, then logically a union might be the best alternative to insure that the work place is safe from overbearing management tactics to protect workers from said tactics.

I love how if one wants unionize one is called a whiner and coward and told to quit their job if they don’t like what management is handing down. Maybe people like their work, yet they don’t like the managements tactics in how they handle things like sick leave, pay raises and promotions.

When a supervisor actually says that when someone talks to them about promotion and transfer from their department the response is that if you keep wanting to do that and you tell me that all the time and ask how you are doing during any one to one meetings it won’t happen under their supervision.

It is very curious too that lately Comcast management has been pushing very hard to dissuade any talk of unionization. AND it seems pretty obvious that the discouragement borders on illegal during some of those “dissuasions” about anti-union tactics including not fraternizing with any union organizers because the union is a big business and they lie to the workers that join them. (Hypocrisy at it’s finest: the pot calling the kettle black).

Comcast is under the gun with this unionization activity. The Teamsters should do the organization instead of the Telecom workers union.

Anonymous said...

Comcast is just like any other company. It is made up of a lot of people, some good and some not. I work in the internet department and get people who weren't helped properly before talking to me. I always do my best to help the person on the other line.

There is one thing that I have to get out there though; Sometimes the reason you can't get online is because of something you're doing wrong. Even the bad techs don't blame your computer or router or NIC just so we can get out of taking responsibility. If you've replaced your modem and ethernet cable six times and still get a 169 IP address, something is wrong with your computer!

If your connection works on one computer with a router and not on the other one, nothing is wrong with your service from us! It is clear you have a connection, your router just needs to be "power cycled" or something is wrong with the connection on that computer (i.e. a bad wireless card or a corrupted wireless network file in Network Connections).

One more thing; Comcast (or any other ISP for that matter) does not "give" you a virus. Bad judgement while surfing and downloading gives you a virus.

Just because Comcast is an "evil corporation" does not mean that we are always the reason you can't get online. So, listen to us, sometimes we know what we're talking about.

Anonymous said...

I also work for Comcast, I'm a CAE, NOT a contractor. I do support for the internet and phone service.

Let me just say that as far as crediting accounts goes, you're not getting a month or two of credit because your services are down for 2 or 3 days. You will get 2 or 3 days worth of credit. I talk to countless people who's main goal of the call is to squeeze as much credit as possible out of me. Yeah, I know you're frustrated. I've heard it a million times. But I'm doing my job and getting your services up and running, and if I can't, I'll get you someone who can. And I'll go about it polite as possible, no matter how insane you are sounding on the phone. Yelling and screaming and cursing isn't going to fix it go any faster.

Comcast is not a bad company. Yeah, they're a money making machine, but what company isn't? The key is, speak to us like civilized human beings, and you will get the service you deserve for your hard earned dollars, one way or another. Anything can be fixed, it's just a matter of finding the problem and eliminating it.

A few bad apples can spoil the whole bunch, however, and it's these people that give Comcast a bad rep.

Anonymous said...

Tier 2 CAE here:

I'm actually posting this from my desk between calls (no not from work machine, duh).

I wanted to clear up a couple of things that outsourcer said:

1. Outsourcers do not take a majority of our calls. At least at my call center, we do 70% of our calls.

2. Outsourcers probably do have that 350 sec time limit, but we do not. Closest thing I have ever heard of a time limit is a supervisor telling me to try to keep the call under 30 minutes! That's not to say that our stats are not tracks, because they are. The company's priorities are elsewhere (sales!).

3. Having had other call center jobs, I can sincerely say that this is the best one I've ever had. Now since pretty much all of the other call center jobs I've had were awful, that simply means this job is not awful, but it's honestly pretty good. The other employees posting here may be a case of different centers, different management styles, or a case of show me a large company, and I'll show you a disgruntled employee (very similar to show a company with customers, and I'll show you a dissatisfied customer (or a lot as the case may be)).

I just wanted clarify those things, and I'll you customers with what I hope is taken as a polite suggestion. In my position I am responsible for troubleshooting with you and figuring out a way to get your services working. While, I can understand how frustrating it can be to have to deal with busted services, if you call in looking for help, rather than looking to vent, my job is made that much easier and your services are fixed that much faster. Honestly 65-75% do call in looking for help, it only takes one nasty caller to ruin your day.

Thanks
anon tier 2 CAE

Anonymous said...

I am a technician for Comcast, and just to let most of you know, when your cable goes out, 90% of the time it is because of the POOR WIRING IN YOUR HOUSE. Which has nothing to do with the cable company, it's wiring THAT YOU OWN. Blame the electrician that didn't know how to properly wire a house. Half the time I go to a "Do it Yourselfers" house, and they ran their own crappy Radio Shack lines to their new addition and blame Comcast because their cable stopped working. I am not defending Comcast in any way, because it's true, technicians at Comcast ARE treated like dirt, and we are just as mad at the company as you are half the time, but it's like blaming the electic company because the circuit breaker in your home keeps malfuntioning. (P.S. When you go to FIOS, they will use the SAME 25 year old cable that's running through your walls.)

Elizabeth said...

Okay, so the service itself doesn't work. Guess what? That happens with a lot of companies! I think a lot of the problem that people have, myself included, is the way Comcast handles the problem once it's there. If it was done efficiently and politely, this website wouldn't exist!

Anonymous said...

Anonymous said...

" Anonymous said...
Not a management pep talk, obviously you dont take any pride in anything you do, therefore that must have hit a nerve with you."

Blah, blah BLAH! "Git R Done"???I've fixed more mistakes from F'Up Fairies in one week than you could in a whole career!

Management, Union Buster...whatever. You both spew the same rhetoric. Or maybe another lame PR firm Comcast hired to do some "Astroturfing".

From Wikipedia:

Astroturfing in American English is a neologism for formal public relations campaigns in politics and advertising that seek to create the impression of being spontaneous, grassroots behavior, hence the reference to the artificial grass AstroTurf.

The goal of such a campaign is to disguise the efforts of a political or commercial entity as an independent public reaction to some political entity—a politician, political group, product, service or event. Astroturfers attempt to orchestrate the actions of apparently diverse and geographically distributed individuals, by both overt ("outreach," "awareness," etc.) and covert (disinformation) means. Astroturfing may be undertaken by anything from an individual pushing their own personal agenda through to highly organized professional groups with financial backing from large corporations, non-profits, or activist organizations.

Companies may use a boiler room full of telephones and computers where hired activists locate people and groups that create enthusiasm for the specified cause. Also, the use of psychographics allows hired supporters to persuade their targeted audience.

In August 2007 Comcast Corporation's public relations representatives were accused of astroturfing by posing as fans on internet college team message boards in an effort to spread their negative views about the newly created Big Ten Network.[20][21] Additionally, Comcast created their own marketing campaign "Putting Fans First" on radio and on the web.[22][23] At that time Comcast and the Big Ten Network were involved in very public and acrimonious negotiations.

In February 2008 Comcast paid individuals to take up seats at an FCC hearing into Comcast's network management practices, including RST packet spoofing using Sandvine. These individuals fell asleep, applauded on cue, and took up so much room that a number of people with anti-Comcast sentiment were shut out. [27]

Anonymous said...
This comment has been removed by a blog administrator.
Anonymous said...

People, listen, comcast will die!
I worked for comcast for over 2 years at their most critical area, customer provisioning platform engineering development organization. The engineering practice is a joke, they chosen a contractor from UK called JacobRimmil, comcast doesn't have requirements, it gets whatever the JR delivers, testing is crappy, no formal testing requirements and test cases. Same bug appears againa and again. Everyone is doing day by day mode, no one wants to take responsibility. In this critical team, I saw over dozen engineers left in my stay period. The management are a few low life bitches. Good people with technical experiences leaves within a years or two. How could they provide quality service when no one cares about the customer satifaction?

What the comcast has been doing was reorgs, within the last two years, there are two big reorgs, now the CET(comcast enterprise Technology) are running by people from AOL, which is a loser, AOL customer service was never good.

They know the customers are not happy, but they don't know how to make customer happy technically. That is the problem! Comcast started from a low/no tech company, that is in its culture, its blood, will never change. the middle management team are the problem but they were hired by the higher management.

Comcast will die!

Mark said...

To the person stuck working with the pot-head:

Hey, can you keep us informed with any updates? Also, if you letter gets posted in that paper, link it here. We'd love to see someone inside really standing up to the company when they are being a bunch of !@#$-ups.

I just hope they don't fire you over this.

Anonymous said...

I think you should get a new job, or think go back and get a degree and do something with your life

Anonymous said...

Please Verizon, where are you. I cannot wait for Verizon to be offered in my area. We are still monopolized by Comcast, I fu@#$ng hate it, and the customer service people who posted on this site just back up why I fu#$^ng hate it. I know that soon Verizon will have rights in my area and I know as soon as I can I will end my frustration with these bastards in Gibsonia PA

Anonymous said...

This is so arrogant of these comcast employees. I had cable and intranet service with comcast and experienced all of the mentioned problems. I tried three or four times to get it resolved and then cancelled my service. I went with DIRECT TV and BELLSOUTH DSL. Both work beautifully and I have had ZERO problems. If it works it sells, period! If it doesnt work then people will find another vendor that will, just like you suggested! Pretty soon you "comcast employee" you may be out of a JOB! Customer service is always KING! BURGER KING NEEDS SOME NEW FRY DADDY's, you should apply!

Anonymous said...

i have had telephone from comcast for two years i have not had any problems oOo that must be because i work for them.... if there is a problem with comcat go to dish

Anonymous said...

I currently work for Comcast as an installation technician and just viewed your site on ABC Nightline. I had to laugh and jump for joy!! This was the best thing that could've happened. Comcast is the worst business on Earth starting from Corporate to management. It is true that when we call dispatch we are on hold for 30 minutes to an hour, we do not have the proper climbing equipment to climb telephone poles... leaving customers without service because a supervisor will not get from behind his computer to help a tech out, most of the equipment used for installations do not work and the phone service is the worst. i see why employees get free services... they rarely work! Customer service reps keep an attitude... there are only 3-5 of them taking hundreds of calls taht's why they stay pissed off!! We technicians get the hell from customers due to how Comcast itself treats customers and because of faulty install equipment. We have a certain amount of time to complete a job and most of the time it's not done right because we have to rush to make our quotas being you may have 3-4 jobs in the same timeframe and it's usually houses and apartments and it's only one technician doing the jobs. Contractors half ass do the job because they are not properly trained... All you need to become a contractor is a truck and a valid license and you have the job. Comcast does not stand by their employees at all. It's all about making money not about safety for employees. Switch to another cable company while you can!!!

Anonymous said...

I just heard on the news that Comcast is actually responding to the customers/comments on this site and to that I say great!.. maybe too little to late in some cases but still good to know. I too continue to have problems when calling in to customer service regarding my phone service with Comcast. When I had cable only or even cable and Internet through Comcast, I had relatively good service, it seems since you began offering the phone option your service has gone to hell. The first week I received your triple play connection, my phone was out of service for no apparent reason and stayed that way for more than a week and no one at comcast could tell me why. Maybe you shouldn't offer services you clearly Can't Support!!

Anonymous said...

Regarding the Comcast employee explaining "occurences"...

This is actually a VERY common practice for call centers. I've been working for AAA for the past three years, and they do the same thing. If you miss work 4 (yeah, just four... guess your kid can never get sick either...) times in a year, you're fired. They don't care how long, and it's the same all over the place.

AAA by the way? If you have it, loose it. They screw you, they really do. I was the one that had to deny people's services and reimbursement's because the company wanted to "keep costs down"

Anonymous said...

My best friend is a Customer Service Rep for Comcast & my brother is a contracted technician for Comcast. I myself have about 15 years of Customer Service experience--even in management positions, so I'm very aware of what it's like to deal with dissatisfied, irate, and even unrealistic customers. Still, I am convinced that Comcast is the absolute worst company when it comes to providing great service and professionalism. If you paid me a million dollars, I couldn't count how many times I've had issues over the last few years...from Billing to Service Interruptions to Rude CSRs to Technicians taking a SH*T in my bathroom!! I literally have to brace myself before I call Comcast. I have to mentally prepare myself and make sure that I have at least an hour to spare. At my job now, I'm required to get email addresses from my clients & a lot of the ones with Comcast accounts--even from different states--have expressed disgust with the company. I told my friends that I'm going draw some dark angry eyebrows on my face with a black Sharpie marker and visit one of the local offices! I don't know how else to express how angry I am without getting arrested. It's not fair that the little people in my household are only able to watch their favorite On Demand programs at the expense of me experiencing frequent disappointment, stress, and insult thanks to Comcast.

Anonymous said...

My anger is with Insight! I loved Insight!! I have been an Insight customer for 8 or more years. Insight had WONDERFUL customer service. But the bottom line is if you give good service then you simply don’t have to talk to customer service.
WHY did they sell out?
Comcast has done nothing but lied.
Before the “take-over” as a customer I was told there would not be changes. But there has been.
Channel changes, poor service, internet goes out (they told me it was my router – this is the same router that I had with Insight for the past 2 years) and NOW Comcast is raising their prices. I have only had Comcast for 2 ½ months and this is how I feel, my choices are to go with out cable or go Dish, - - - get real - - - Dish, no way!

DOLAN CABLEVISION said...

VIOP YOUR CABLE PHONE SHOULD NEVER BE USED S YOUR MAIN PHONE LINE OR FOR ANY MEDICAL DEVICES AS IT SATES IN YOUR CONTRACT THAT YOU SIGN !!!!Ok I work for a cable company and Ill tell you some info you only get credit for the time you have lost your service so if its 3 hours you'll get your 23 cent credit not 1yr With your Voip cable phone it should never be used as your main line or if you have any medical devices hooked up to your phone line as stated in the contract that you sign a land line is better. Always ask for a name rep i.d. and title and that persons manager not a supervisor Also ask the rep to repeat the notation that should be added to every call. Go over your bill and make sure things were not added in error if you don't catch it early they can say you get your bill ever month and waited so long to dispute it now Also make sure you find out when your promotion ends and what the billing would be once the promo is over including the prorate and any month in advance. And stop complaining about the bill get a low package if this was your business what would you charge for service? Yes, some if the things you comcast customers pay for is ridiculous but other or justified Im not to sure how it works in the comcast areas but where Iam from the town has to vote on certain things for cable like the cost tax features like pre paid postage 1 free box ect ...So if your in an area that has that go to the town hall meetings. Outside of that if you don't like it put your money where your mouth is and leave !!!!

Anonymous said...

First I'd like to start off by saying to all those customers that have been treated unfairly or have not recieved adaquate resolution or compensation for your troubles with this company, I deeply and greatly appologize for your inconvience and eventhough that does not improve your situation I just wanted to go on record and saying to let you know that there are some employees that care about when our job affects your life in a way that causes you undo stress and agrivation because first and foremost you are that bases of this company, without customers we have no job, no carrers and no bussiness. What I mainly want to stress is if Comcast has created a problem in your world that could not be resolved with either quitting or canceling your service or your employment with us then that stress is your own fault. We are not a monopoly, this is not the only cable, internet and phone provider and definately not the only source of income out there. There are some things that can be resolved in a timely matter and somethings that take more dedication and looking into. I have been here three years and have not had problems with my service or my occupation. The things that have accord in my occupation were, if we are being honest, of my own fault and were delt with. Now, don't get me wrong we are not perfect and no company is, but come on ppl is a whole website full of hate neccessary. The poor woman that has not been compensated for her issue, yes something needs to be done, but does att have a website like this, I know there service isn't perfect, how about dish network, atleast we don't tell our customers to climb or their roof and turn the dish until you get a picture. My point is let he who is free of sin cast the first stone. If everyday you go to work and you give 110 percent post a comment. If everyday you have never made a mistake post a comment. If truthfully no one here has tried to assist you, offered some sort of compensation and was denied because you were not satisfied post a comment. Otherwise this is ridiculous and not only does it pose a threat to a company that is not demanding your patronage, it affects hundreds of employees and customers that does not share in your opinions. Maybe I'll create a website ILoveComcast.com. Proud Comcaster

Anonymous said...

Just another customer who had decent (not perfect) service until Comcast bought the company and suddenly there were regular network issues. I mean the same times exactly every day, and after having four techs sent out and my piles of traceroutes showing exactly where the problem was, one of the techs let it slip that they were changing out hardware.

Could that've been said six weeks earlier or is it just better to waste people's time not to mention your field tech's time on a bogus issue? I worked with DSL rollouts several years ago, I can understand things like CO work and "well, it'll likely happen at those times for the next x weeks" or something would've made more sense and not required me to take time off work.

Then again, we lied to customers as a matter of course too. We weren't so much "better off without them" when our call centers shut down, and I can only hope the CSR with that attitude's one of the first caught by that when it happens.

Anonymous said...

comcast must die!!! i quit my job as a customer-service rep. six months ago b/c i was fed up with all the incompetent management, including my supervisor who was always hesitant to take complaints about customers who didn't want to talk to another cae, but wanted to talk to somebody who would actually "care" about their issue...big mistake!! the majority of the supervisors where i worked at never wanted to take these calls and when we would transfer the customer to their phone, they would let it go to voicemail on purpose!!! also the majority of them weren't competent enough to even begin to know how to fix the customer's issue...if customers would call with a nice tone and give the cae a chance to fix it, instead of asking for a sup right away, they wouldn't be given the run around by supervisors...then the customer would call back and complain about me!! i got fed up w/my sup and complained many times to my manager, but was ignored..i wonder why b/c later his incompetent ass was eventually fired for sexual harrassment...the supervisor i worked with is currently being investigated due to a pending lawsuit against the company by a fellow co-worker who worked with her as well...and lets not talk about the hr people to who all this and worse complaints have been fowarded to...IGNORED!!! in my case, what else was i going to expect if im just a simple cae trying to be content @job w/a company who says they are pro-employee, but ignore your complaints??? and they try to keep cae's happy w/sales incentives to win prizes, but then turn around and tax us for the prizes?? the majority of the cae's stopped being motivated to sell b/c of this, including me...at the beginning i was happy w/my job b/c comcast was really good at painting a pretty picture..first with bonuses and comission, then with prizes which @first weren't taxed, then trips, but eventually all that was taken away and the company became more and more greedy with wanting us to sell, sell, sell!!! constantly raising our unrealistic goals-leading to the higher ups putting pressure on our managers and supervisors and eventually coming down on the caes and firing those who couldn't reach these outrageous goals!! worse company i have EVER worked for!!!!!

Anonymous said...

I do work for Comcast currently, anything you read is my personal opinion for those who think these are paid or rehearsed rhetoric. For the anon poster saying we can't leave when we are sick, for those that don't work at comcast that is total BS. Those that work at comcast know better. We ARE given sick time that renews every year, we even get paid on that sick time if we don't use it all. The poster who said they couldn't leave because they were sick most likely decided to go to town with their sick days and leave all the work to people who show up like me. So you can erase that from your mind. OSHA plays a part at every work location[comcast or not] in our state, we have an osha poster up in our break room. Those that say otherwise, are not employees or don't bother to read. Osha is the reason why techs can't take their boots off to protect someone's carpet, and why we have the customer friendly booties. Osha is why we can't take our shoes off at our cubicles. Take it from my experience with a registered nurse union, unions are not the way to go. Yeah can strike when your demands are not met, but have you seen the contracts unions normally agree to? I worked in nyc at the time and we had a strike. The strike lasted about a week before an agreement was made between the union and our employers. Guess what we got? What I called nothing, what was actually a promise of a pay increase that would take effect 3 years down the line, starting at 3 percent. that doesn't even cover inflation. We didn't get anything. As a regular employee, before joining the union, I was able to earn up to 7 percent increase a year. So to me 3 percent after 3 years means nothing. And I was paying the union to get me the crappier deal. But anyways i digress. I understand comcast isn't perfect and there are legit claims of poor service [tv,hsi,cdv] and maltreatment from CAEs. My experience is that the majority of my calls are not the legit kind. I am an hsi rep, i troubleshoot internet, phone, and video. Out of the 200+ calls I take a day, maybe on a bad day 10 or so are legit. About 80 percent of my calls are people with routers that don't understand how a router works and that simply powercycling their router will fix their issue. When they are really frustrated I introduce them to our homenetworking product to help save them frustration. Another nice chunk are people with none comcast issues. "I can't log into hotmail.com" or something like that. Another chunk goes to people that are delinquent. A very small chunk goes to people who want to buy as I mostly take troublshooting calls. And lastly the legit calls. I spend the majority of my 8 hour shift, if i'm not working overtime, telling people that we have nothing to do with their computer in their car or some other nonsense. I feel bad for the legit claims I do handle. I understand those are people who are paying for services and want the services to work. But unlike the customer that posted I want credit for the time I was without services, most people do not ask for that. Let me give you an example, a real call: A customer calls in because we had a public service announcement an amber alert that is regulated by the government that interupted his ppv order. Ok, no problem he deserves his ppv credit, I even went one step further and offered a sheet of ppv coupons that credits 4 movies. He wanted a month of free service. Now for those that think this is not the norm, i'll tell you it is the norm. I agree he deserves his movie back, why would he deserve a whole month of credit? I'll tell you I can count on one hand how many people have been satisfied with the actual credit they deserve and I've been working here 5 years. Here is one that did take the correct amount of credit: 2 channels were out for a short time, maybe less than 20 minutes if I am remembering correctly. Of course he is going to be upset, he wanted to watch tv and deserves to get what service he is paying for. However, that amount of time does not equal to a whole lot of money. I had to break down his credit to let him understand that he pays just about 2 cents per channel with his package per day. He was only out 20 minutes, so I gave him 1 days worth of credit for the 2 channels, thats right 4 cents. Credits do not equal customer service, customer service is about a human connection, word choice, tone, empathy, showing you really care. Really caring does not equate credit. I believe you should get credit for what you paid for not what you think you should get. Most other industries customers know when they go to get a refund they get the value of what they paid for, not the value of what they paid for plus the price of gas to get back to refund, plus money for the time they spent waiting on line for the refund. So why is there that expectation with our company? I wish customers would just ask for credit for the time without service, that would make the job so much easier. yes I get paid to take the calls, doesn't mean you should pick up the phone and call in every time a jolt shoots up your spine and you think it is comcast's fault. Yes dealing with irate people is a part of my job, I know how to calm them down, I don't have a problem with that. I have a problem with people who lack logic skills; CAEs, management, or customers. The CAE telling people to go read a book, i'll just say I'm glad I don't know ya in real life. The customer that says the first rule of business is the customer is always right, you are forgetting the second part of that phrase saying "to a reasonable degree." If the customer is always right, that means I can go into a business, pick up some item pay for it, i'm now a paying customer, then ask for a boat load of stuff for free, and I would get it ALL. That is not the case. The customer is right to a reasonable degree. Remember the whole phrase. Another pet peeve of mine, goes back to the logic thing, is when people throw that monopoly word around. Monopoly means devoid of choice or to conspire to take away your ability to choose. In just about every location I know of you can get video services a multitude of ways including old rabbit ears, you can get internet services through dial up, dsl, fios, satelite, etc, and you can get phone from other people. That doens't sound like devoid of choice. I very much appreciate you choosing us, it allows me to work and try to help you but you only make yourself look/sound bad when you use the word incorrectly. Now I can sympathize with people who have internet outages as I hate to be without my internet access as well. But you would think that if you use the internet for making money you'd spend the extra 10 dollars a month for a backup dialup plan incase you do go down when you really need access to your stuff. Just another logical standpoint for me. Yes comcast giving people different wages due to ethnicity is fabricated as I am a minority and everyone else started out with the same pay and pay went up with performance. Mine have been on the upper tier of the scale each year.

Anonymous said...

Stuff like this is the reason I quit doing customer service jobs. I never worked for Comcast, thank God, but I've worked for 2 Customer Service Call Centers before. To be honest, these places don't train their employees well enough no matter what product they're selling. I worked for a moving truck company and a hotel reservations company and I felt undertrained the whole time I was employed at both jobs. Anonymous on March 17th at 12:41 am said that their hands are tied for the most part, and that's absolutely true. Most CSR's physically cannot do much for a customer when it comes to credits and such other than make a note on the account or transfer the call to a supervisor. I can't count the number of times that I've been yelled at/threatened/cussed at/etc. because, essentially, my pay grade wasn't high enough for me to help the customer. At any rate, suffice it to say that I'll never get ComCast service if I can avoid it at all and I'll never work a call center job again. The pay just isn't worth it. At all.

Anonymous said...

to anon 3/26/08 2:02-

I'm the tier 2 rep that posted earlier

Amen. There needs to be an aptitude test before allowing someone to buy a router. Easy questions like how do you pronounce the word "router?"

MD said...

anon at 2:02

*slow claps*

Bravo sir! =] you said everything that was on my mind and you said it well...

I to am an employee of Comcast..
and I get very annoyed when people throw around the word "monopoly"

I remember speaking to a higher up in our Region, and we were discussing this...and he said to me something very very smart that I take with me to this day.

People say "well I cant get this programing package with this provider, or I Cant get this speed with this provider"

But the bottom line is...we offer a service...with choices. You dont go in to a Burger King and order a Whooper...

as someone said earlier if your problem can not be solved by a comcast rep or by canceling your service you are really just causing more stress on yourself.

Me Personally....I am extremely proud to be a member of the Comcast family as it has given me many opportunity's I never would of had...

MD said...

LOL! apparently you cant edit comments! I meant to say "you don't go in to burger king and order a big mac"...lol shut up *blush* I work night shift and haven't slept yet...lol.

getfiosnow said...

Please everyone, READ THIS ARTICLE!
http://consumerist.com/370229/comcast-wants-to-use-cameras-and-facial-recognition-to-serve-ads-in-your-living-room

- Frank Eliason
Comcast Executive Offices Wrote:

"The newteevee.com article "Comcast Cameras to Start Watching You" portrayed some assumptions that require correction and clarification"

"The camera-based gesture recognition device is in no way designed to - or capable of - monitoring your living
room."

Sorry Frank. But Comcast and it's management team has LOST ALL CREDIBILITY with subscribers. Why would believe ANYTHING the company says? So many broken promises and OUTRIGHT LIES! I couldn't be happier you now have legitimate competition in areas you serve.

Comcast will experience what so many of us have experienced from you...the cold shoulder, snickering, and laughter as we cancel service and choose a company that might actually care about it's employees AND it's customers! By the way, whatever happened to Rick Germano? Did we wear him out...or did he leave the company already?

Verizon's on the phone Frank, gotta run!

Anonymous said...

Dear Proud Comcaster have Jobvent.com also but I love this site !

cancelcomcastnow said...

Give me a break. Let's all sing along to the tune of "Listen to the Mockingbird" with this chorus:
"Listen to the B*LLSH*T Fly. Listen to the B*LLSH*T Fly"

"as someone said earlier if your problem can not be solved by a comcast rep or by canceling your service you are really just causing more stress on yourself.
Me Personally....I am extremely proud to be a member of the Comcast family as it has given me many opportunity's I never would of had..."

Management, Brown Noser, Union Buster...whatever. You all spew the same rhetoric. Or maybe another lame PR firm Comcast hired to do some "Astroturfing".

cancelcomcastnow said...

Wait a minute...YOU LEFT NURSING TO WORK THE PHONES AT COMCAST? THAT IS SOOOOO VERY HARD TO BELIEVE WITH THE SALARY A NURSE CAN MAKE. NO ONE WOULD DO ANYTHING LIKE THAT. COMCAST, YOU SHOULD BE ASHAMED TO "ASTROTURF" ON THIS SITE!!!

Anonymous said...
"Take it from my experience with a registered nurse union, unions are not the way to go. Yeah can strike when your demands are not met, but have you seen the contracts unions normally agree to? I worked in nyc at the time and we had a strike. The strike lasted about a week before an agreement was made between the union and our employers. Guess what we got? What I called nothing, what was actually a promise of a pay increase that would take effect 3 years down the line, starting at 3 percent. that doesn't even cover inflation. We didn't get anything. As a regular employee, before joining the union, I was able to earn up to 7 percent increase a year. So to me 3 percent after 3 years means nothing. And I was paying the union to get me the crappier deal."

- Give me a break. Let's all sing along to the tune of "Listen to the Mockingbird" with this chorus:
"Listen to the B*LLSH*T Fly. Listen to the B*LLSH*T Fly" -

"We ARE given sick time that renews every year, we even get paid on that sick time if we don't use it all."

-PAID TIME OFF ARE NOT SICK DAYS. WE USE PTO IN PLACE OF SICK DAYS. IF YOU ARE SICK, IT IS AN "OCCURRENCE"
AND HELD AGAINST YOU.-

"What I mainly want to stress is if Comcast has created a problem in your world that could not be resolved with either quitting or canceling your service or your employment with us then that stress is your own fault."

- WHAT??? Right, right...WE ALL DID THIS TO OURSELVES???? - IDIOT!

JediZombie said...

A poster on here recently said something about Comcast "not being a monopoly." I must slightly disagree. Let me explain. They are not the only provider of cable, internet and phone out there, so they are technically not a monopoly, but in some areas they are the only provider of at least one of those options. For instance in my area, an urban area near Houston, TX even, not po-dunk nowhere, I have a couple of options for my television service, Comcast, directtv, and that's really about it. I chose Direct TV after using comcast for many years, I got tired of the high prices, the constant raising of pricing and the few channels that rarely worked, but I also am not saying that everyone experiences these same issues. So TV at least in my area is not a monopoly, but lets look at internet and phone. Phone again is not a monopoly, so much so that I am not going to go into how many different companies I could choose for home phone service, I will however say that I have none, I use my cell phone exclusively. Internet however is another story. My options for high speed internet are as follows.
Comcast...
that's it, Verizon does not have FIOS here, AT&T does not have U-Verse here yet. Cellular internet is sort-of an option, but it is not in the same league as home broadband like cable or dsl. DSL, speaking of which I have no options from any company whatsoever to install DSL in my area, it is simply not offered. And I know that many other people have similar issues, whether it be TV or internet. So what I am saying is that where Comcast is not technically a monopoly as defined by the government, they are close enough to warrant many people at least using the term to get there point across. There are also some people who will say to me or others, "If your that unhappy why use the service at all, you could live just fine without cable, or internet." This is true people, but I could also live my life just fine without indoor plumbing but I don't and I am guessing that you don't either.

JediZombie said...

Read this post again guys



I work for comcast..i do custumer serivce. I set up work orders and just listen to people vent their angers. I'll admit we could do a lot better. I do want to say this...when u call that 1800 number u are gonna get someone that might not care if u get online or not. most of the time the customer is not priority. We want to help but we are not in a hury. So when u guys get pushy it just takes the "nice" out of us. SO to all u callers out there we do want to help, but when u are rude... You become nothing more than an account number. an account starting with an 8773 i bet !!!.




does this upset anyone else, I have nothing to say to this it is just a terrible post and a horrible way to think.

Anonymous said...

In reply to one of the first employees:
"The fact is that noone is perfect and if you have a problem with the services you receive from us, go somewhere else."

Y'know what, I would go somewhere else if I could, you monopolizing bastards. But in my area, the only other alternatives are dial-up and expensive business-class connections upwards of $100/mo. Your service is overpriced and terrible, and it's my only option, how wonderful is that.

By the way, I'm not one of the typical idiots that doesn't know anything about computers. I only call when there's a problem that actually IS your company's fault - only to recieve no help at all. Although I am sorry that you have to deal with that, it's what you're paid for, and quite frankly, work is never fun. So deal with it. On the other hand I always get get people telling me "OK DID YOU RESTART" "Yes." "DO IT AGAIN" - that doesn't exactly help my patience either. Difference here is, while I'm paying money for frustration, you're getting paid for it.

Anonymous said...

In regards to complaints about dispatchers:
I used to work for Insight before Comcast took over. You can only work with what you have. If there are too few dispatchers, you'll have 5 techs waiting on the radio and 2 on hold on the phone. I guess Comcast, to save money, have done away with radios so it ALL comes in by phone. In the meantime, the tech might be missing time frames and might be pressed for time at the next stop.
Some evenings, I was the only dispatcher in the office so picture what that was like. I'm just as happy not to be there anymore.
When the workplace has crappy equipment and too few workers, all a person can do is their best. I used to tell myself this at various times just to keep from feeling overwhelmed by anger and frustration.
The amount of new information that's thrown at everyone each week is also overwhelming. I used to wonder why procedure had to constantly change. A person had to keep abreast of each variation and update to stay current. It always seemed to me that whole forests were destroyed each week just to provide paper for all the memos that went out. The technology is fairly new so some of this happened when better ways were found to do things but at other times it focused around the computer software we used : its intricacies and eccentricities. There were few people in our office who could handle the in's and out's of it. Hope that has changed.
I viewed it as a community service position and that's what I LIKED about it. It's a hectic, frenzied, stressful environment though which requires patience and team spirit; two things in short supply in our society these days.

meliz said...

hey to all the frustrated customers and hey to all the comcast employees. the world today doesnt have the country store atmosphere that it used to have and everyone is mad about that , but we want everything now , and faster and better but we dont want the route to get there. It doesnt matter who you are calling what company or for what reason. Try to remember every one has a life not just you and try to remember that all arent having a good day. treat people how you want to be treated , a little respect for each individual goes a long way . it is human nature to want to help another person try not to forget that. I am sure that people have had billing issues and technical issues with this company , but the person you get on the phone is not the ceo , they really do care , but you should at least give them the consideration you would want and let them try to get the problem resolved once and for all ,if you are patient and specific about your issue and respectful , you can get most anything resolved . we are all human and working for comcast doesnt change that for their reps , or techs , you are human too so you already know . It really kills me when i read all these blogs and all i hear are whining babies who havent grown up, forgot the manners they were taught, and forget that they are NOT the only person in the world with issues and feelings , treat people how you would want to be treated and remember the person on the phone is one person among many and most likely they did not create your problem , but they CAN resolve it if you let them . take a break and stop holding single individuals accuntable for every dog on thing.

Anonymous said...

What a waste of time! get a real job or life..

Anonymous said...

I work for Verizon DSL and we are constantly monitored for quality assurance. We do have a time limit on the calls though that most people do not understand. We are supposed to say our opening, then troubleshoot with the customer, then get approval and authorization from someone else after telling them all of the troubleshooting steps we did, in order to make a trouble ticket with maintenance, then say our closing, and all in under 15 minutes. Customers call up and I realize a lot of them are computer illiterate. I try to take my time with every customer and I think, ya know, that could be my mom or dad on the other end, so I'm nice to everyone. Most of us are. If not, we get fired! Comcast pays more per hour than Verizon does for it's "hirees". I almost went over to them because they pay more. I'm glad I didn't. I do, however, have comcast cable because in our area, comcast took over roadrunner. I want my roadrunner back and I am very upset that I have no options, that's called monopolizing. It's not supposed to happen. Now comcast is threatening to terminate my service because I have seven computers and a wireless unsecured network, apparently someone downloaded from bit torrent using my wireless unsecured network and now they want to "get me" for it. Aren't we supposed to have "unlimited" internet access? So now we're limited? I thought the copyright law was about getting a movie from blockbuster and making copies of it. I don't know how they can terminate my service for a wireless issue. But I'll tell you the truth, I've never had one bad experience with Comcast other than the online chat tech I spoke to didn't understand the difference between front page and their web site builder... Where I work, the only issue is that we were never trained in Vista but we're supposed to troubleshoot it. I have to go to www.modemhelp.net to get screenshots...I have no clue what vista is about and hate it when someone calls with vista issues. Other than that, no problems with comcast or Verizon DSL.

Anonymous said...

I work for Comcast and besides the hold time I can’t understand why you people are complaining. I’ll give you that the hold time really sucks, even as a technician. Having said that, every big company would rather pay the phone bill (hold time) cost than to pay 100 to 200 more representatives to answer calls. It’s all about the numbers with big businesses, they are in business to keep cost down and profits up. If it was your business would most likely do the same.

I have worked as a tech for over 10 years. Most of the problems I find in customers homes are to the fault of there own lack of understanding anyway. If you are going to run your own cable, make sure you do it right. I spend more time fixing customers own Cable Installations than I do Comcast Technician Installations. Don’t run cheap single shielded coax. Shielding keeps off-air signals from getting in the cable lines. If foreign Signal gets in and conflicts with the Comcast Signal then your modem will kick you offline and your Digital boxes will pixel. Basic cable theory is that two signals meshed together will cause a communication conflict and the modem or digital box will be confused as to what signal to process resulting in kicking and pixeling. Also, you need to make sure that your splitters are 5 to 1000mhz rated. You can’t use 30 year old technology for today. I find tons of 5-300 mhz splits which cut off you higher signals.

Now for the CDV side. If you have old phone wires in your home that have been there for 30 years or more you may have issues. CDV is a Digital Phone System and will have problems with old poor quality wire. Comcast is not the installers of your existing phone wire. Therefore we can’t promise that all of you jacks will work. We will replace your old crappy wires for a price. Think of it this way. You can’t use a $300 part from a corvette and stick it into a 1957 Chevy. There is a difference in Quality and technology and so it is with you house wire and Comcast Digital Voice.

You people have taken his too far and need to come to reality. Japan and china are kick are asses in technology. They can download a full DVD Quality movie in 2 minutes. American communication technology doesn’t even compare to theirs. Just think what is going to happen when we finally get caught up. There will be more new technology and still people trying to understand it and install it themselves. There will always be a generation that is behind in technology because of the rate of change.

This site can compare to road rage, you have Comcast rage. GROW UP AND GET WITH THE TIMES!!!

natldiscocomcastday said...

Looks like Communistcast is doing it's best to spread their propaganda on any site that has negative comments.

How about putting that effort into hiring REAL Comcast employees, not outsourcing to call centers in Canada and Mexico? How about hiring competent people and train them well enough to support 'customer first' and 'first call resolution'? How about paying top management less (they're failing horribly!) and your 90,000+ employees a fair living wage that would attract top talent? How about not planting posts trying to disguise how horrific a company this is to work for?

Management, Brown Noser, Union Buster...whatever. You all spew the same rhetoric. Or maybe another lame PR firm Comcast hired to do some "Astroturfing".

Anonymous said...

I work for Comcast...I head the Comcast Southeast offices. I have been working there for 4 years.I am also a Comuninistcast customer,and I have been nothing but left STEAMING MAD with my service,even as a employee.Therfore,I applaud Comcast Must Die for turning up the heat on the company I have the displeasure of working for.Thanks,CMD.You rock!

Anonymous said...

I am a Comcast Tech and installed my own cable throughout my house. I have never had a problem, not even once. Thats for All the services including the Phone. If you let a tech install your wiring properly and don't do it your self you will have no problems at all. Once your services are installed leave everything alone, don't make any changes yourself. Don't move your modem or Digital boxes to other rooms. Let A technician come and relocate the equipment properly. It will save a lot of unneeded stress. If the 90% of you would stop trying to be the "do it yourselfer's" or "jack of all trades" i BET THIS SITE WOULDN'T EXIST!!!

Anonymous said...

I have been a contractor for Comcast for the last 2 years. I have heard any and every opinion about this company from technicians, customers, the media, strangers on the street who yell at me driving by, Verizon technicians, home theater installers, Intel employees and even the Vice President of marketing for Comcast. The list goes on and on. I am supremely happy with my Comcast service, however I installed it
myself. I took the time and effort to replace every cable line in my house, the line feeding my house, ensured all of the equipment is brand new and did an all out perfect job. My cheap HD TV's are made by Vizio with a 1080i resolution and look as good if not almost always better than some of the $3500 SONY LCDs I install for customers. My internet works very well, yet I know how to maintain my computer to utilize its speed. I do not have Comcast's phone service, although I know how to install it so that it will work without failure. The point is: MY SERVICE IS PERFECT, so why isn't yours? Despite all of the common gripes about Comcast, the one thing customers do not seem to understand is that no matter how much you hate large companies like Comcast, if you want your services installed correctly BE NICE TO YOUR TECHNICIAN. Remember that the fate of the service you are spending your hard earned money on is ultimately in my hands. Remember when I am at your house, I ALSO HATE Comcast's customer service, pricing, commercials and mistakes as much as you do, yet I deal with them usually around 55-60 hours per week. If a customer does not want me to do a sloppy, rushed, get-in-and-out as fast as I can so I never have to see you again job, please be mindful of my perspective and (1)DON'T WASTE MY TIME. I will only have a limited time to be at your house no matter what happens, so don't spend the first hour I am at your house telling me some long drawn out story about your ordering process with Comcast, try to sit me down on your couch and put on your reading glasses while you try to go over the receipt you received from Comcast confirming what you ordered. I already know what you ordered or I wouldn't be at your house!!! Every now and then our work orders do no reflect the service you ordered, so when they aren't, don't take it out on me!!! I didn't talk to you on the phone or place your order, and please don't refer to Comcast as "you" or "you all" when speaking to me, like I have anything do to with anything besides installing the service at your house. Remember I have as much to do with Comcast as a gas station attendant has to do with Citgo. (2)BE READY FOR ME: Don't be the guy who waits in line at Starbucks for 20 minutes to order coffee and is finally asked "How may I help you?", just to stand there like a zombie and spend another 30 seconds deciding on what coffee to order. Since you have "been waiting foreevvveerrr" for your appointment please take the time to clean up your house, clear a large enough space around your TVs and computers for me to work and put your animals away (although not into your backyard as that will likely be my next destination). So often I arrive at customers houses who either have so much crap and trash filling their home that I end up breaking something trying to maneuver through everything with my tools and equipment, or their kids are running loudly all around me and grabbing my tools or generally getting in my way. It is also extremely important to have all of your TVs, computers and phones at your home ready for me to hook up. Very often all of these devices are unavailable for me when I arrive, either packed away in a moving van in a box somewhere, or missing entirely. I no longer assume that the average person would think these are necessary at the time of the install. To me that would be like showing up to an auto mechanic without your car. Does anyone agree??? Have some common sense!!! (3)DON'T HAVE A BAD ATTITUDE. I am not here to listen to a customer boss me around. It is not my job to move your TV or entertainment center for you or setup your computer or sound system . I don't care if the last guy did because he is paid hourly and spends on average 4 times longer on the same job as me. There are good in-house techs and good contractors, as well as bad in-house techs and contractors. It all depends on the person you are dealing with. Certain techs are lousy and have bad attitudes which I could go on and on about the same way I am doing in this post about my customers, yet you will be shooting yourself in the foot if you give either type of technician an especially hard time. I am guilty of doing a piss poor job once in a while, but never to a customer that makes me feel welcome in their home, does not follow me around everywhere I go and breath down my neck like I'm going to steal something, and understands that there are certain things out of my control. I know some technicians are lazy, unintelligent, rude, unprofessional and dishonest. If I were a customer I would gladly wait an extra day or even a week and reschedule my appointment to make sure that it is installed properly the first time, instead of half-way installed and requiring several service calls to finally fix any problems. On the flip side, I have had customers blow me away with how nice they can actually be. We are not supposed to accept tips from customers, although if one offers to buy me lunch after spending 3 hours at their house in their crawl space and attic, it is much appreciated. Anybody should know in life that you will get better results in any situation if you know how to grease the wheels. I tip my bartenders well and I get stronger drinks. I tip the pizza guy regularly so he remembers to come to my house first. I do not assume to do a poor job because I do not expect anything in return from a customer besides the money I earn to feed my family and pay my bills, but a little bit of gratitude before or after an install goes a long way. I tried to make this post orderly and initially wanted to write it just to get a few things off my chest, but now realize I only sound as bitter and frustrated as the rest of the rambling posts from disgruntled customers. The one thing that is missing on both ends of the spectrum is cooperation and a general understanding that service is just one person to another.

Anonymous said...

Have you ever seen a McDonald Burger picture and then open up your bag to see that your burger doesn't look nothing like the picture? Have you passed the drive thru to find out later that they forgot your fries? Have you gone home to find out that your electronic equipment is not working? Have you ever settled in your hotel room to noticed that it doesn't look nothing like the picture from the magazine? Can our business do better? I'm sure, but please don't forget that we are hard working people who take out jobs seriously just like you do in your line of business. I deal with bad situations and work through them. In my life time I've met people who want to find solutions or just complaint all the time. I ask you not to be that person or you will find yourself always finding reasons why this world is so bad.

Anonymous said...

Although I don't work for comcast, I do work in customer service. I encourage all of you who have a problem to research the product and services you pay for. I take pride in giving good customer service and am constantly asking myself, "how would I feel if I was that customer?" At the same time, there comes a time when one needs to be realistic about their expectations of a service. In the case of cable, there is no way at all that your service will be perfect 100% of the time. The same goes with any technology, wether it be your cell phone, Direct TV, Dish Network, etc. It is the nature of the technology and if you aren't happy with it, then don't have a cell phone, tv, or internet. Another thing that I keep reading in these comments is about Monopolies. Stop and think for a minute what that means before you spit that out next time. I have lived in several different cities and towns and never have I had more than one choice of who my cable provider would be. There's a very good reason for that. This goes back to understanding the product. Your cable services works off a system plant built all around the town you are in. In order for there to be more than one provider in you area, another company would have to build a plant on top of what already exists. I don't know of any company that would do that. It would be a waste. You don't see 2 Wal-Marts next door to each other, do you? Aside from that, there is competition for cable providers. Dish Network and Direct TV to name a couple.

Anonymous said...

O.K. in a perfect world, everything works and all is happy! I work for Comcast and love my job.Customers are usually nice and understand that I had nothing to do with the lost of service, be it from equipment failure or line problems or crappy wiring.50% of the calls are line problems.Somehow the connections came loose or a new one was added or it was never really "tight".I remember analog cable and would stomp my feet to see the static on the television and know right away that a connection was loose at he set top box or the cable connection on the back of the set.Where i work we have,say 300,000 customers,less than 1 percent have problems with the service...If there was 1.9 million complaints on this board, then there would be great concern....I'm a consumer also and want what I pay for..In reality, if yoare paying $175 a month for three products aand they all go down,do you think that Comcast is supposed to be there in that instant and repair what they think is the problem? $175 a month breaks down to around $7 a day, right?When service loss is compensated, customers want a months credit for a day of lost service.I'll tell you, a service call is $25 and even when it's the customer's wiring that's the cause, they don't want to be charged.They want us to replace the equipment or change their inside wiring without being charged.

This is my 3 cents on a 1 cent dilemna

Anonymous said...

OMG!! I thought that I was the only person to be treated like this, but I guess I've gotten the royal treatment compared to some of the stories I've read. My biggest issue with them to date is that after getting a credit from a rep for 3 separate incidents with their internet DIService, my "promotion ended" after 6 months when I was told that it would be for 12. When I contacted customer service (Ha..that's laughable). I was told that I could downgrade to basic cable for $52 when I was payin $64 for digital and HBO package or I could disconnect services. No service there. There is no need to ask for a supervisor because you wait forever without any consolation and NO, I'm not trying to get anything for free as the "anonymous worker" indicated that we customers want, I want what I was promised. So "Anonymous" it's easy to suggest that we should go to another company but with Comcast monopolizing cable in my area it's kinda hard to do that and before you suggest it, my complex prohibits DirectTV, not to mention, it's not offered in my area. So now what do you suggest? If I had another choice for cable, trust me I would. I did with internet and have had no problems with it. And to the third party CAE worker, what's your name and number to reach you since you seem to be the go to man. Give me a way to reach you so that you can help solve my problem.
Gee

Anonymous said...

This is a reply to Natldiscocomcastday comments. From a Comcast tech

First off you need to make sure you have your facts straight. Comcast doesn’t outsource, everything is done region wide. For example, Michigan calls all go to one call center in Michigan. Ohio calls go to one call center in Ohio, get the idea? And to correct you, calls from Texas don’t go to Canada or Mexico.

Secondly, Comcast Technicians spend mouths in training before they even go into the field. Once there they still ride with a certified Tech who then helps make the transition from book work to field work. Comcast spends between $6000 to $8000 on a technician before that tech even does his or hers first install.

Thirdly, Management at my branch is awesome. I can’t speak from other offices but I am sure that they also go through a very stern process that we do in hiring supervisor. And Again Comcast spends thousands in training with theses people before they even start their Job. PLEASE I ASK GET YOUR FACT STRAIGHT, COMCAST IS NOT A BAD COMPANY. IT’S JUST A LARGE COMPANY WHICH MEANS IT HAS A LARGER BULLEYE THEN OTHERS.

And finally, Time Warner is the second largest cable company in the USA; why not pick on them a little also. They have the same complaints and similar problems that Comcast as.

I THINK COMCAST MUST NOT DIE AND THIS WEB SITE IS THE ONE WHO SHOULD DIE.

disconnectcomcastnow said...

Anonymous said...
"COMCAST IS NOT A BAD COMPANY. "Comcast doesn’t outsource"

WHAT? I think YOU need to get YOUR facts straight. OF COURSE THEY DO! Have you bothered to read even ONE of the THOUSANDS of posts on this site?!

AND COMMUNISTCAST DIDN'T DO THIS EITHER? RIGHT?:

-LIE ABOUT THROTTLING BANDWIDTH AND HAVE EMPLOYEES LIE TO CUSTOMERS ABOUT IT? AND THREATEN TO FIRE ANY EMPLOYEE WHO TOLD THE TRUTH??

-From 'The Consumerist'
DID YOU BOTHER TO READ THIS? OR MAYBE YOU WERE ONE OF THE EMPLOYEES WHO VOTED??
http://consumerist.com/consumer/cable/comcast-encourages-employees-to-stuff-comcast-vs-fios-poll-331436.php

-Comcast told its employees to vote in the Consumerist reader poll asking readers what they thought was better, Comcast, or FiOs. Above is the employee email blast they sent, provided to us by several different Comcast employees: Now, we're definitely more amused than this than anything else, but it certainly was odd. Why would Comcast want to interfere with the torrents of peer to peer opinion sharing? In any event, Fios won, 784 to 277.

AGAIN I SAY:

Looks like Communistcast is doing it's best to spread their propaganda on any site that has negative comments.

How about putting that effort into hiring REAL Comcast employees, not outsourcing to call centers in Canada and Mexico? How about hiring competent people and train them well enough to support 'customer first' and 'first call resolution'? How about paying top management less (they're failing horribly!) and your 90,000+ employees a fair living wage that would attract top talent? How about not planting posts trying to disguise how horrific a company this is to work for?

Management, Brown Noser, Union Buster...whatever. You all spew the same rhetoric. Or maybe another lame PR firm Comcast hired to do some "Astroturfing".

disconnectcomcastnow said...

For the communistcast Tech who said "we don't outsource".


Comcast =Taint Lickers said...

Continuing my rant from "Billing Fiascos" I will say that all the customer service representative I have dealt with the last couple months (since August, however long ago that was, you do the math) were really nice, and I kinda felt like a dick being so mean to them, but its something about comcast that brings out the douche in me. But then I remember that pretty much all of them were incompetent. There is no accountability, I call one month talk to one guy who knows where call back again get a lady somewhere up north and I have to start all over telling them what the problem is. (Note: if i had to deal with assholes like me all day i couldn't do it) Each of them assures me that they know what they are doing and the other guy must of screwed something up, and this goes on every time I call, instead of talking to Donald Taylor #2pn about why he couldn't fix my problem i'm stuck telling Don Brown #DB1012 the same story. Its ridiculous.

Fight the Power, Cancel your Comcast Service.

COMCAST MUST DIE.

Anonymous said...

I leave doodoo in your crawlspaces.
I leave doodoo in your attics.
I will doodoo in your closet and carelessly toss the napkins behind your hotwater heater. I will doodoo in your apartment MDU room and wipe with a shirt from the laundry room and mischievously toss it back in the dryer. I will spray explosarhea upon your vinyl siding. I will doodoo in your lawn when I get no homed. I will hide the paper to make it look like an animal did it. I will doodoo in your bathroom without permission and not wash my hands. I do what I must do which is doodoo and thats what I think of you. They don't call it Comcrap for no reason.

Anonymous said...

"Earth Hour" I've not seen any effort or indication that Comcast will be participating in the Earth Hour event on March 29th. Comcast has numerous offices across the US that burn lights all night long (and I don't mean 24X7 working offices). They make such a deal of Comcast Cares....so where are they now?

Anonymous said...

This is another reply to Natldiscocomcastday comments...

You continue to twist words into what you want them to mean. You have your mind made up and nothing anyone can say will change it.

But you better get used to reality, Comcast is here to stay!

Anonymous said...

Again I say, There is one or two call center per state. Just because someone has a accent to there voice doesn't me they are calling from Mexico.

I am a technician and take it from me when someone calls Comcast they talk to someone who is IN AMERICA

Anonymous said...

Comcast does care about earth hour but are you expecting that they turn off the power for a n hour. think of all the angery the customers

Anonymous said...

Hey Time warner Suck To
http://www.youtube.com/watch?v=08VrhNTPGD4

Sateilite sucks ...

AT&T Sucks ...

Your Cell Phones suck to ...
I Hate bad Reception

But no one wants them to Die
I wounder Why?

This Site Blows

Anonymous said...

Hers another one

http://www.youtube.com/watch?v=aEnllEJBIYA&feature=related

Anonymous said...

Well I work in the billing department and I received a verbal warning for doing my job. A customer called in and had service that did not work period for over a month so I told the customer they would be getting a month free makes sense right? You do not have service you don't pay.. Apparently not when you have Comcast

Ever call in to Comcast swear in anger and get those warnings? Well CSRs MUST give you those warnings even if it does not bother them or they can lose their jobs.

The only reason I work for them is because there is NO other place in the town I live in. I thought that Comcast was an ok company when I first started working here but in the few months I have been here I can not believe they get away with some of the crap they pull on some customers this site is a nice start but something bigger needs to happen and maybe losing a large amount of customers might send a wake up call... But I doubt it

Anonymous said...

Yes Comcast does out source I work for such a center in gasp! Canada yes that is right.. We have a few centers here and why? because my well paying job was outsourced to Mexico. Out sourcing is a fact of life and its terrible but hey at least you got to a rep that can speak understandable English which I believe should be mandatory for a rep, even an AMERICAN rep. Nothing makes a customer angrier than getting someone they can not understand it certainly makes me angry when I call my phone company and get someone from India.

Anonymous said...

As for anonymous March 28, 2008 7:15 AM

Canadian center here and I take calls from Michigan, Indiana, Virginia, Maryland, Florida, Kansas, California, Colorado, Utah and a few others its called overflow and what makes it worse is if your phone number is a port from another state
and its the one on your account guess what you get sent to that "area" which only means those centers that handle the call flow

I may work for a third party call center but some responsibility needs to be taken by CAEs this is a company you represent don't lie any more to the customers than Comcast already does...

tech peoria said...

i miss working for insight

Anonymous said...

yes, NSA is in Canada, this i know, buts thats for techs only. What kind of calls do you get from customers?

disconnectcomcastnow! said...

disconnectcomcastnow said...

Anonymous said...
"COMCAST IS NOT A BAD COMPANY. "Comcast doesn’t outsource" "But you better get used to reality, Comcast is here to stay!"

Your arrogance is the same arrogance reflected by the corporation and will be this company's downfall. Competition is here and you are slowly becoming a "COMCASTASAURUS"!!!

WHAT? I think YOU need to get YOUR facts straight. OF COURSE THEY DO! Have you bothered to read even ONE of the THOUSANDS of posts on this site?!

AND COMMUNISTCAST DIDN'T DO THIS EITHER? RIGHT?:

-LIE ABOUT THROTTLING BANDWIDTH AND HAVE EMPLOYEES LIE TO CUSTOMERS ABOUT IT? AND THREATEN TO FIRE ANY EMPLOYEE WHO TOLD THE TRUTH??

-From 'The Consumerist'
DID YOU BOTHER TO READ THIS? OR MAYBE YOU WERE ONE OF THE EMPLOYEES WHO VOTED??
http://consumerist.com/consumer/cable/comcast-encourages-employees-to-stuff-comcast-vs-fios-poll-331436.php

-Comcast told its employees to vote in the Consumerist reader poll asking readers what they thought was better, Comcast, or FiOs. Above is the employee email blast they sent, provided to us by several different Comcast employees: Now, we're definitely more amused than this than anything else, but it certainly was odd. Why would Comcast want to interfere with the torrents of peer to peer opinion sharing? In any event, Fios won, 784 to 277.

AGAIN I SAY:

Looks like Communistcast is doing it's best to spread their propaganda on any site that has negative comments.

How about putting that effort into hiring REAL Comcast employees, not outsourcing to call centers in Canada and Mexico? How about hiring competent people and train them well enough to support 'customer first' and 'first call resolution'? How about paying top management less (they're failing horribly!) and your 90,000+ employees a fair living wage that would attract top talent? How about not planting posts trying to disguise how horrific a company this is to work for?

Management, Brown Noser, Union Buster...whatever. You all spew the same rhetoric. Or maybe another lame PR firm Comcast hired to do some "Astroturfing".

disconnectcomcastnow! said...

http://consumerist.com/374090/comcast-degrades-hd-quality-to-make-room-for-more-channels

Hear what a Cable Tech has to say:

by mikeluisortega at 12:43 PM

"As a former cable co worker I can tell you that that's just the way it's going to be. There just isn't enough bandwidth in the current cable system to not compress things, especially with analog cable(customers who just plug the cable direct to the TV) eating up so much bandwidth.

Where I worked it used to be 4+ different cable co's that got bought out by one of the big cable companies. It was such a nightmare going to a few certain sides of towns because the plant(the lines on the pole) were in such bad shape that no matter what you did or who you escalated the problem to you could bet your bottom dollar that the problem wasn't going to be fixed without plant modification.

The cable companies are over promising on what they can deliver(home phone,TV,OnDemand,Internet services) then what they are actually cable of ESPECIALLY if your in a apartment.

Frankly They don't care and seem to just want to ride it out until a FIOS option is available in their service area."

disconnectcomcastnow! said...

Comcast Degrades HD Quality To Make Room For More Channels
http://consumerist.com/374090/comcast-degrades-hd-quality-to-make-room-for-more-channels

See for yourself:
http://www.avsforum.com/avs-vb/showthread.php?t=1008271

When you order Hi-Def TV, you expect it to be on the shining Excalibur level, but it looks like Comcast is degrading the quality of some HD channels in order to make room for more channels. To test this theory out, Avsforum member bfdtv recorded the same shows from the same channel at the same time on both Comcast Hi-Def and Fios TV. The left is the FiOs. The right is the Comcast. As you can see, the Comcast signal looks like crap. The forum thread has more screenshots, a signal analysis, and some source videos. So far the Comcast channels receiving extra compression are: Discovery Channel, SciFi, USA, Food, NatGeo, UHD, A&E, HGTV, Starz, Cinemax, HBO, TLC, Animal Planet, Discovery HD Theater, and History HD.

Thanos said...

You know the weird thing? I live in the Memphis area. I have applied to Comcast several times with no replies. Makes you wonder what they really want to provide in the form of customer service.

I have a Bachelors of Business Adminstration and over a decade of customer service experience.

Makes you wonder why they avoid hiring people like me? Most of the US can tell them they need people like me.

Anonymous said...

I signed on comcast on the internet after being with insight, now i can' get my insight emails i was saving. I've been with them for less than an hour and already I'm sick of them!

Anonymous said...

Wow! I work as an installation tech for Comass (AKA Comcast) and was without service for the past few days. I was gonna fix the problem myself until I realized it was my whole apartment complex that was without service. I called Comass this morning and told them about the issues and asked if there was an outage in my area. Low and behold the CSR was quite ignorant and asked me could'nt I fix the problem myself. Being it is April 1st, I though she was joking.. an April Fools prank. I laughed and she asked me again.. I replied although I am an employee, it's not my job to fix the service disruption of a whole area. She then asked me what did I want her to do.. I replied.. send someone out here. She told me it would be quicker if I were to fix the problem myself and she hung up.I was surprised but not tothe extent that I was'nt ready for anything being I live in Atlanta where there are 5 dispathers to every 10-15 techs and 1 CSR to every 25 customers an at times there is 1-2 techs providing services to one area. We work as installation and service techs. I felt sorry for her... being she's probably been going through hell working with Comass and Comass is NOT for the employees. By the way can someone explain to me about "Comcast cares" Care about what? Who? Oh and another thing.. I participated in Earth Day... I had no cable services so I did'nt turn anything else on! RLMAO!

Admiral Ross said...

Hello All! On March 3rd @ 4:15am we were migrated over to Comcast. Now my internet connections sucks! Before with Insight all was working fine. There's no way of fixing the problem now. We just have to live with it. It's not a problem with my equipment or my TAP. All of that was working before. It's something with their HEAD-END are something. Node re-assignments. Who knows. That's the point you'll never know. No one will give you an honest answer. I haven't gotten a bill from them yet. Pretty sure I'll be hopping mad!

Anonymous said...

In response to cancelcomcastnow on 3/26/8 I guess you don't read much or pay attention to the news much in the last 5 to 7 years. Most major news networks have at least one nursing related story every couple of months. Burn out is highest in the nursing industry. I do most of the work, more so than the doctor, have just as much medical knowledge if not more, and get paid less than the doctor. Crazy long hours don't help either. So yes, just like the social worker industry people will leave nursing and do something else. Next time read up on teh facts before opening your mouth.

cancelcomcastnow! said...

Anonymous said...

In response to cancelcomcastnow on 3/26/8 I guess you don't read much or pay attention to the news much in the last 5 to 7 years. "Burn out is highest in the nursing industry."

You think you were burned out before? I would suggest to you that Comcast will use you up and spit you out. Here, let me show you your future:

"Anonymous said...

comcast must die!!! i quit my job as a customer-service rep. six months ago b/c i was fed up with all the incompetent management."

Go back to nursing, it will seem like a perpetual vacation!

Management, Brown Noser, Union Buster...whatever. You all spew the same rhetoric. Or maybe just another lame PR firm Comcast hired to do some "Astroturfing".

Anonymous said...

In response to Jedizombie
"So what I am saying is that where Comcast is not technically a monopoly as defined by the government, they are close enough to warrant many people at least using the term to get there point across. "

Monopoly is like a light switch with no dimmer. The light is either on or off, there is no in between. And as for your example you do have choices you just limited them when you decided you weren't going to use a landline. You could connect via dial up or you can use your cell phone to connect your computer to the internet. Your misconception is you keep saying "Broadband/ hispeed internet" but it isn't categorized in that manner. It is simply internet access, the speed of it doesn't make it a different product. So you do have choices, you are simply limited yourself do to your own mental hang ups. Nothing to do with us.

Anonymous said...

Most Customer Service reps, like myself are NOT Comcast employees, but rather work for outsourcing companies like Convergys. We work hard to resolve issues. However, the Comcast management has continually screwed up just about every area of transition. I was a part of the Adelphia to Comcast transition in both New England and Florida, the Time Warner transition to Comcast in the Houston area and now the Insight migration to Comcast in IL and IN. Comcast only gave us a small number of working user ids for Comtrac, the billing system for Indiana which is not sufficient to do the job. I have been working the 140 split (regular Comcast HSI) and now they have put me into 157 (Indiana Video) and I do not even have access to the billing system to handle their calls, deal with billing issues, or to roll a truck if needed. Instead, I have to contact my floor support to do all those things for me. I cannot even send a hit to their equipment.

Comcast is NOT about to provise good customer support. Comcast is about screwing everyone to make profits.

Anonymous said...

This is what you are getting for CSR people. Convergys hires anyone to work customer service regardless of any knowledge of the service. gives them a little bit of training, enough to recite prepared scripts. They get paid very low wages and have absolutely no professionalism.

We commonly joke when we see new training classes that the Drug clinics and half way houses must be throwing out the inmates again.

Just a dispatcher... said...

For those of you whom are angry with Comcast, please do us a favor. Apply for a job. We need people with decent work ethic to help us reach the goal of "Think Customer First". Truth is that the company can only do as well as it's employees will allow and there are some really great people in the organization. With that being said, there are some really, really bad ones too.

It all comes back to today's views on work ethic. People just don't care anymore, it's just a job. We could screen out all those people who aren't qualified and then end up with longer hold times. Quality vs. quantity. Shorter hold times means having unqualified people and outsourced call centers, same goes with Contract Labor for repair and installation work.

As a dissatisfied customer you know what you expect from a service provider, so come on down, apply and bring that wealth of knowledge. Comcast might not have the best customer service but they DO take care of their employees with excellent choices of benefits, decent pay wages, paid time off and a wealth of employee assistance programs. They offer tuition reimbursement and will do whatever they can to help you improve your education in regards to your job. Truth is, you have to want to be better and not just come to work for a paycheck.

Everyone who is unhappy with their service has a voice and those who are unhappy working with Comcast should re-evaluate their want to help customers. The customer IS always right. It's not the subs fault that they have old wiring in their house, it's not the subs fault that they are not Computer Science graduates. Yes, having a router will interfere with most CDV Phone Service and internet connections but if you get someone who knows how to accurately troubleshoot, then the sub will leave the call feeling satisfied that Comcast is providing the best service they can.

I'm sorry that as a customer you have been treated badly but if we try to fix it, one customer at a time, then maybe we can get back on track.

No one likes to answer the phone to a screaming customer but then again, no one likes to BE that screaming customer. Kind words can be a tremendous help to both the employees facing customers and talking to them on the phone.

Comcast isn't perfect but then again, find me a company that is!

Anonymous said...

As a current Comcast employee, I must tell you that this is not a very well run company. So it is not surprising to hear as many complaints as I have heard and read. From a customer service standpoint, Comcast says they care, but do they really. You can call comcast and set up an appointment for cable, have a tech come out and install it and what you don't know is that you never delt with one single person who is an actual Comcast employee. They are all contractors. The only way you will see a Comcast employee is if you are having trouble. The best part is that when you have trouble with your cable (and you will) you call up the 800 number and get another contractor who can not help you do anything. I had a neighbor who went to Europe for 2 months and somehow his bill did not get paid. He found out because an automated system called him to notify him that his bill was past due and to call the number that was left by the automated service. So he called them and when he spoke to a live person they had no idea why he was called and could not help him, so they told him he had to contact the "Local" office. The next day his cable was disconnected. Great system.

Then you have some of the very intelligent people who run the company. As with any company there are some outstanding individuals and I have been very fortunate to work with many of them. However, top leadership is weak at best. I won't name any names, but there is a person who run's the Virginia DC metro area who actually went to a luncheon sponsored by powerfull women in business and stood up in front of all of them and said that she got to where she is at because she is "goodlooking". Then she had several employees who worked for her for well over two years and spent millions of dollars of her budgeted money and she had no idea who they where when they were being recognized at there special "touchtone" awards that comcast has for employees who get recognized by their peir groups. Way to be in touch with the troops. Then because she went $6 million dollars in the hole for the year end 2007, she cuts all new build construction as a way of saving costs. Smart, save money and stunt growth at the same time.

If I could leave this company I would and don't think I am not looking. There is so much waste in people, inventory and spending that it is ridiculous. Yea Comcast makes a lot of money, but talk to any Wall Street analysist and they will tell you that any company that has to spend as much money as Comcast does to make the amount of money that they do is a company in trouble. My suggestion, get VERIZON, it really is much better!!!!

JediZombie said...

In response to this quote

Your misconception is you keep saying "Broadband/ hispeed internet" but it isn't categorized in that manner. It is simply internet access, the speed of it doesn't make it a different product. So you do have choices, you are simply limited yourself do to your own mental hang ups.

I am not trying to start an argument here, please do not take it as that, but Dial-up and Broadband are completley different things. Not only are they technically different, but different in applications as well.

For instance, I cannot simply use broadband because I have many things that use internet
Xbox 360
Playstation 3
Wii
4 computers
and a PDA
granted that not everyone of these uses the internet at the same time, but at times as many as 4 different things can be connected at once. Even if I could get a router for dial-up (which you can't) there would not be enough bandwidth to go around. I also play Tabula Rasa and my money would be wasted on that if I switched to Dial-up. So I do see your point, dial-up is an option and for some people a viable one, but it is in a completely different league than broadband which some people do require. And yes I require it as I do a video game review column, it is not my job, but it is something that I hope to lead into a more productive career someday.

Anonymous said...

Have you read any of the employee posts? Most of them can't even spell. Go figure! That might explain some things.

Anonymous said...

Hey folks, do you still receive the "$10 Off Advantage Pak" ? from your cable tv bundle ?

Anonymous said...

justadispatcher said...

- As a dissatisfied customer you know what you expect from a service provider, so come on down, apply and bring that wealth of knowledge. Comcast might not have the best customer service but they DO take care of their employees with excellent choices of benefits, decent pay wages, paid time off and a wealth of employee assistance programs. They offer tuition reimbursement and will do whatever they can to help you improve your education in regards to your job. Truth is, you have to want to be better and not just come to work for a paycheck.-

Ok, let me get this straight. You want CUSTOMERS TO APPLY AT COMCAST??? No thanks, I've heard what they pay and how they treat their employees!!!

Anonymous said...

Comcast employees can't spell? Really? Do you have to go there? That's just immature. I am a wife of a Comcast employee and believe me, I know the frustrations of cable companies. Comcast is no different than any other cable company, they are just much bigger. They also are no different than any other large corporation. They have thousands and thousands of employees. Some of which love their job and some that hate their job. Just like anywhere else. Unfortunately, if you deal with someone that is maybe having a bad day or hates their job you will have a bad experience but, there are employees at Comcast that love their jobs and the company and are willing to do whatever it takes to make the customers happy. Believe me, I see it day after day from the office that my husband works at. It seems we never hear the good things only the bad. Since Comcast helps pay my mortgage I can say for a fact that they provide a good living to their employees and families. Which makes me grateful during these trying economic times! I see the posts from the frustrated, disgruntled employees which is not right. That is why they are posting anonymously because they would get in trouble if they were caught! Believe me, I hate all corporations and avoid dealing with them at all costs but remember, you do have a choice.

disconnectcomcastnow! said...

Anonymous said...
-I see the posts from the frustrated, disgruntled employees which is not right. That is why they are posting anonymously because they would get in trouble if they were caught!-

That's right, they would be in trouble! Because Comcast does not value or care what their employees have to say or contribute!.

Supposedly, they have this "open door policy" where you can speak confidentially with management. Well, I have seen too many GREAT EMPLOYEES HAVE THIS USED AGAINST THEM!

By the way...this is EMPLOYEE CONFESSIONS. NOT WIVES OF EMPLOYEE CONFESSIONS. Until you have worked here, you have NO idea what you're TALKING ABOUT.

I say again:

"Management, Brown Noser, Union Buster...whatever. You all spew the same rhetoric. Or maybe just another lame PR firm Comcast hired to do some "Astroturfing".

Anonymous said...

To start off with, I need to say that I do work for Comcast, and for the most part, I do enjoy it. Don't get me wrong, I do have my issues with the company as most do, and I do feel the pain of all the posters here.
But I do have one complaint that I have not seen to much mentioned about.
As a service tech, I go into thousands of homes and apartments every year and I can't explain some of the things that I have seen.
My first complaint towards some customers, not all.....If you know someone is coming to your house for any reason "PLEASE CLEAN YOUR HOUSE!!!!!"
Perfect example is yesterday. I did a service call to a house, first thing I noticed was 8 cats sitting outside the front door.
I already knew what I was getting into from that point. I knocked on the door and as soon as he opened the door I was just about knocked out by the smell coming out of the house....well, I held my breath and walked in and my fears came true.....more cats in the house, 4 litter boxes, that had not been changed in weeks, cat shit and piss all over the dinning room floor, not to mention the carpet stains from the piss and shit in the other rooms.
Of course, as soon as I get there, the roommate decides to come out and start cleaning the dining room. As I'm in there doing my thing.....I'm watching him cleaning the dining room and I see him grab a paint scraper just so he can scrape all the cat shit up that has to have been there for weeks. Also while I was there, another service tech from an AC company came by and as soon as he walked into the house, he said right to the homeowner, I'm sorry sir, I can not stay here, turned around and walked out the door and left. Sometimes I wish I had that luxury, but the job must be completed. I just did my job and got out of there as fast as I could.
Another issue is people please put away your sex toys....
The last thing I don't need to see is your penis pumps, gag balls, blow up dolls, dildo's and vibrators. Especially right before lunch....
People, believe me, that sort of stuff does not stay there. I guarantee you as soon as they leave the house, they are on the radio calling everyone they can on the radio going "dude, you will not believe what I just saw".
And by no means do I want to see the video of the hot 18 year old you bagged the night before or the video of your wife getting herself off that she knows nothing about.
People, we are strangers coming into your house...and that stuff is your business, please keep it that way. I'm sure if you had your parents or other family members come over, there is no way you would be showing any of that stuff.
So, you call center people thank you have it bad??? Wanna trade places for a while????????

Anonymous said...

I'm not trying to be offensive to the employees of Comcast, but......the 3 representatives that just came into my house to install my digital cable and internet we're.....how do I put it lightly? We're suspect individuals. I felt like I let in Lil Jon' into my house, but at the end of the day they did completely install everything and all the equipment worked, etc, etc. But you know darn well I checked to see if they had taken anything from my house, because the only words they really knew how to say was "Yeah son", "Nah dog" & "Alright, alright."

Anonymous said...

To the CSR's who are complaining about being treated like an animal? get out of that job. you work for a company with poor customer service, if you are a CSR you will receive calls from irate customers, who you can't help.....so you can't expect us to be any nicer than the frustrations we've experienced. If you want to be treated well, work for a place wtih good service, and talk to happy people all day!

Anonymous said...

I used to work for Comcast as a technician, and I understand all of your frustrations. If I arrived at your house for a trouble call and found that it would take most of my day to rewire your house, I would do it. I didn't care if I was supposed to pull a hundred plus points/units a day. If I was there, I was there for you. To all of the customers I have showed up late for an appointment/ time frame, I apologize. I wasn't late because I am a slacker, but because I was doing my job. I now work for a competitor of Comcast, and still have friends working for them.
From my understanding, this site was created so that existing or former customers of Comcast could vent their frustrations. It's never a good thing, that a website like this was created for that reason. I hope that if and when a tech, comes to you house, he or she is one of the ones who do care. There are only a few who don't.

Anonymous said...

To the buttmunch with the no offense to employees and the Lil' Jon comment. First of all I am a tech with Comcast a woman and an African American and like you feel some techs may be suspect... customers ARE suspect as well and crazy as hell. We have to go into all types of situations and don't know what to expect but have to be prepared to take action. You have customers that will actually pull a gun on you because they have inside wiring from 1912 and can't get a good signal if any at all, customers that are getting high while you're in the middle of an installation and get pissed when you leave, they expect technicians to be CSR's and explain why they are being charged this and that and some customers will call for an install and rob you when you get there.. Trust this is'nt in the high crime areas either. Obviously you were trying to be racist or wahtever with the Lil' Jon comment.. if they were white would you have said Eminem, Kris Rock, Donnie Walhberg? We have customers that look like Ted Bundy, Charles Manson.. it's not just the techs... look at the customers! I carry at all times for my protection being I know Comcast will not protect me from these crazies of the world. Maybe those techs should've checked their tool bags before leaving being you could've stolen from them. The tools we use are expensive. If anything you should been cautious with 3 techs coming to your residence for an install unless you have a large install and I do large installs alone.

Anonymous said...

It's cable tv folks, let's get a grip. If your sewer backs up and the plumber can be out on Tuesday, you don't ask the plumber to compensate you for your time off work. You do not freak out if a fatal accident takes out the telephone pole and your power. When the cashier at McDonalds charges you for a Big Mac and you ordered a double cheese burger you do not tell him to go fuck himself. You fuckers lose your mind over tv. Read a damn book, take the kids to a park. Shit happens.

Admiral Ross said...

I understand that CSR have their hands tied and can do very little. However, they need to give you to someone who can. I will not get off the phone til I get to who I need to talk too. Also some have posted on here about getting a life. We all have lives and situations. Some of us need our connections. It brings food to the table. So, it's important for our connections to work. I can care less about the TV. I don't watch anyway. Also Me knowing that broadband is broadband. That is why I have a dedicated dsl connection for work. Comcast is for play if it goes down it goes down. Now if my DSL goes down I can always use Comcast. That's how I play the game. Others will not spend the extra $ for an extra connection. It's insurance and worth it when it comes to your Job.

BigD said...

I am a Comcast technician and looking at all the posts on this site is unbelievable.Here in the DC area I meet some cool customers and then the other 10% who don't have a clue on how to chew gum and walk at the same time.I walk into homes where the nanny/housekeeper/illegal immigrant can't speak a lick of english and can't help when the owner is not home.How can you leave your children or child with someone who can't speak english?I get so tired of people who are not home for their appointments but need a precall.Precall for what?If I make a doctors appointment is it the doctor's responsibility to call me 30 minutes before to remind me of my appointment?HEll NO!Also we go into some of the nastiest,filthiest,vile environments on earth and everyday I hear the same thing "Oh,excuse the mess" so fucking lame!.I guess mommy and daddy didn't lend you the nanny/housekeeper/illegal immigrant for the weekend.Basicily clean your yard before you try to clean someone elses.Comcast will never die.Your ass will die before Comcast.So keep on typing your little hearts away.

Anonymous said...

BigD, check out the 7th post from the bottom.

Anonymous said...

HEY BIGD, YOU SAID...

"Comcast will never die.Your ass will die before Comcast.So keep on typing your little hearts away."

WHY DON'T YOU QUIT? WE HAVE ENOUGH ASSHOLES LIKE YOU THAT ALREADY WORK HERE.

BigD said...

Your typing in all caps and you call me a asshole? What you should do first is earn your GED and then learn how to post!Hey someone put something in his mouth cause my zippers stuck.

Anonymous said...

BigD said...

"Your typing in all caps and you call me a asshole? What you should do first is earn your GED and then learn how to post!Hey someone put something in his mouth cause my zippers stuck."

There is NO place for YOU in this company. You and your attitude are part of the PROBLEM, not part of the SOLUTION. We don't need morons such as yourself. Go back to picking up trash because you'll never go too far here.

BigD said...

Yeah Your right,leave your address so I can pickup some more trash.

Anonymous said...

BigD said...

"Yeah Your right,leave your address so I can pickup some more trash."

I heard the girls at work laughing. They said it's a little 'd', not a big one. I guess your just a legend in your own mind...

disconnectcomcastnow! said...

From www.JobVent.com

Pay 2
Respect -5
Benefits 4
Job Security -4
Work/Life Balance -5
Career Potential/Growth 1
Location 2
Co-worker Competence -3
Work Environment -5

Houston, TX 04/06/2008: I worked for Time Warner for 5 years before Comcast took over in my 5th year. They promised how the employee is thought of first. We still had our old Time Warner managers and supervisors working so I can't say if since we still had the old people the new Comcast ideals didn't mesh together or what. Either way, I had to take FMLA, that used up my sick time, then I had to take off for my daughter being sick, myself or my husband with no sick time left anymore. HR was incompetent, they said at first I would get my sick time back, then I found out it would not. I didn't get any warnings verbal or written indicating my job was in jeopardy. BAM! I got fired 3 months after I was supposed to is what they said. How are you supposed to do anything to make it better if you never get the opportunity to?

I am so glad I no longer work for them. Customers are definitely last on the pole. We were told to handle supervisor calls. If a customer wants to talk to a supervisor talk them out of it... if they still want to then transfer to voicemail. My customer's hardly ever made it to a supervisor the first time, the second time, third time... etc. I had not realized how jaded I had become until I got fired. I am so much happier now and believe in people again.

disconnectcomcastnow! said...

From www.JobVent.com

Pay -5
Respect -5
Benefits 0
Job Security -5
Work/Life Balance -5
Career Potential/Growth -5
Location 0
Co-worker Competence -5
Work Environment -5

CHELMSFORD MA 01/30/2008: Sucky place to work unless your gay you will not advance. If you are a customer leave and go to Verizon just like all comcast employees are going.

They pay 3$ more than what Comcast start at. They expect us to do so much which is fine but pay us!

You turn around for help and there are no supervisors around and floor support don't know there ass from there elbow. GO FIOS I know I am.

disconnectcomcastnow! said...

From www.JobVent.com

Pay -5
Respect -4
Benefits -2
Job Security -3
Work/Life Balance -3
Career Potential/Growth -5
Location 0
Co-worker Competence -4
Work Environment -5

Manchester 01/29/2008: I've given my all to this company for 8 years. What I get paid is pathetic. $0.50 raise a year is a joke.

Maybe if I was a lesbian I'd have a shot at a promotion. Or, I could be a cross dreser like JB sales supv. What a comedy show!!

disconnectcomcastnow! said...

From www.JobVent.com

Pay -4
Respect -5
Benefits -2
Job Security -4
Work/Life Balance -3
Career Potential/Growth -5
Location 0
Co-worker Competence -1
Work Environment -4

California 03/14/2008: Well, techs here have gotten are normal 3% raises- again! i really think its time for representation. (i.e. UNION).

Nobody can live on the wages that comshaft continues to hand out. NO cost of living increase since comshaft took over- ever!

How can we survive with the rate of inflation that has been going on the last 4 years and comcast continues to look the other way.

Then again, Im sure the CEO and directors are getting their bonuses and not having to eat bread and cheese 3 nights a week.

UNION is on the horizon and nothing they can do about it. Thank God! peace

disconnectcomcastnow! said...

From www.JobVent.com

Pay -4
Respect -5
Benefits -4
Job Security -4
Work/Life Balance -5
Career Potential/Growth -3
Location -1
Co-worker Competence 0
Work Environment -4

Florida 01/17/2008: Terrible Place to work!

From Todays News:
An institutional shareholder with about 2 percent of cable giant Comcast Corp.'s stock is calling for the ouster of CEO Brian Roberts, Barron's was reporting Thursday.

Barron's said it had obtained a Jan. 14 letter from Chieftain Capital to Comcast (NASDAQ:CMCSA, CMCSK) calling Roberts' leadership a "Comcastrophe," a play on the company's 'Comcastic' advertisements.

The letter also laments the company's stock performance and calls for an end to the dual-class shares that give the Roberts family control of the company while owning 1 percent of its stock.

Anonymous said...

I currently work for comcast and let me tell you, I would not wish comcast services on my worst enemy. This company is comparable to weasles and thieves with the way they do business. The management staff, at least in my area is incompitent and people above me are just as lost as I am. It all starts in the training class where no real job related things are being worked on half the time, and then they give you a speech about how much they care blah blah. Later on you realize the things they teach you basically make your job worse then you get written up for things they taught you and you can't do anything about it because no one care. No one cares about the employees or the customers. You will always be in a losing battle with comcast , they are too big to really get anything out of and the process to get anything done is long and drawn out to the point where you just give up anyway so they win. I seriosuly hate how they treat everyone. They police reps here but there is no policing the team leaders who police the employees and the human resource department is basically a bully department. Its unreal. The point is this company is rich with money and greed, lose a couple thousand customers, no big deal to them.

One last note: I have worked in other call centers before but comcast is by far the worst

Anonymous said...

also, if you get hacked off and want to have a supervisor, surprise! It just a regular rep that cant do anything about your problem either!

Comcast sends out contracted technicians that save them money but cause mistakes from the moment they step through your front door. I myself even work in a thrid party call center

Anonymous said...

I WOULD LIKE TO REPOST A PREVIOUS POST ANOTHER REP PUT UP


ladies and gentleman, this is all true, nothing is made up in this post...in FACT this touches about 10 percent of all the problems CSR's face everyday

"Comcast treats employees like they are sub-human. This might be a problem that would be better addressed by the national labor board… and unionization… across the entire corporate landscape…

Mid-level managers obviously get the push down on policy from the upper level managers about sick leave and time off… but when an employee is coming to work sick and is told that they can’t go home after they are physically sick and toss cookies at work…

Let me rephrase that… employees are not told directly they cannot go home… but there is HEAVY emphasis that if they go home from work, due to physical illness, it means they miss shift. And a missed shift is an “occurrence” which is a euphemism for a written warning about missing work… (or anything else that Comcast policy wants it to be…)

And all occurrences go into the employee file and are tracked for a year and are cumulative and count as suppressors towards “career advancement” (another nice euphemism for wage increases, merit wage increases, and promotions and transfers).

And the mid level managers are adamant that the employee needs to make the decision about going home sick… (We are not talking about hung over drunk or stoned or morning sickness shit here but with obvious upper respiratory illness with flu like symptoms…) but if the employee DOES make that decision to go home IT WILL BE AN OCCURRENCE on that employee’s work record… no question.

Straight up in your face you will be written up for leaving work because you are sick. Not to mention exposing co-workers to coughing, hacking, and congestion with flu like symptoms, which in turn can create a wildfire of sick employees coming into work infecting other employees, ad nauseum. (no pun intended) and all those newly sick employees will then be faced by, and coerced into, having to make a decision or experience the “occurrence” written warning policy…

The same mid level managers are also very quick to point out that Comcast is a “great place to work”, and that they are “employee focused”, and “there is no need for a union when Comcast takes care of their employees”…and a “good work life balance” being important to that good employer hyperbole.

It appears that Hypocrisy prevails… as well as the power and control feature of a company that talks about quality of service and taking care of employees… that in reality has crap customer service with increasing profit margins… and they don’t give a rat’s ass about customer service or the employees.

I wonder what the National Labor Board would have to say about a policy that creates this kind of situation in the work place where coercion, subtle as they may or may not be, creates an environment where people who are seriously and physically sick HAVE to stay at work by that very pressure of coercion.

Perhaps having the entire Comcast corporate workforce talk about unionization, in each hourly wage position, and having strong employee representation through a union with powers to negotiate a contract that eliminates overt coercion like the one mentioned above might make some managers take notice…""

Anonymous said...

Maybe it's possible that if you want people to treat you with respect you should respect them too. The door swings both ways. If you go the the Supermarket and yell at the cashier they are not going to annoint your feel with oil.

Anonymous said...

Let me try to understand this: There are less than 1000 comments about the big bad cable company. Comcast has about 25 mil customers so maybe that's not so bad. I know, I know everyone is important. I get it. Did it ever occur to anyone that maybe, just maybe some customers are not perfect people with pure intentions? No? How about the estimated millions of people stealing cable in America. That's not good enough poetic justice for you? The problem here is TV has become the drug of choice for Americans and when people don't get their fix they get very cranky. I think it is sad that at the end of the day millions of people can't spend time with their families without the aide of TV. I think this site is a joke. I think the "Radio Talk Show Host" that started this blog is looking for his 15 minutes. Do you think Direct TV is going to show up at your house to fix your service 30 minutes after you call? This isn't Pizza Hut. No company is perfect. On the other end of that phone is a person just like you. If you went to the supermarket and called the cashier profane names she is not going to anoint your feet with oil and sing your praises from the mountain top. People seem to think you can call somewhere and say whatever you want because you're safe at home and don't have to take any accountability for your actions. I've gone on long enough. If you think Comcast is the only company that customers are upset with talk to : Sprint, Verizon, Dish Network, Bell South, AT&T, T-Mobile, Your local power company, or any member of any branch of the US government. Good night.

Anonymous said...

I work at CC. Sometimes when a customer ticks me off (almost every one does, when I don't tske those meds ah kimma buy becoz CC psy me too low) I ask them to reboot the computer one or two times. If they give me attitude, I make them redo it. It is the same money I get per hour - for 3 reboots or 5 reboots. Meanwhile, as the caller vents, I do my nails.

Anonymous said...

My beef with Comcast is the crummy programming. How many times can I watch "Commando" or "Independence Day" or "Star Chamber", etc., etc?? Their "On-Demand" programming is about 97% "mid-list" movies, meaning those films have run their normal life expectancy and are tired, worn out and free anyways. I got an undated form letter from Comcast saying how happy they are to have me/us as a customer. When I contacted the CSR whose e-mail was on the letter I got a snide comment about "we don't control" programming, the stations do. Hogwash. They have enormous economic influence over the programming. We are all being manipulated. ROBERT in SEATTLE.

Anonymous said...

I am a Comcast employee and I have several comments about my Comcast experience thus far:

1.) I hate this company!

2.) I hate working for this company!

3.) I am ACTIVELY seeking other employment and I hope to have another job by the time I finish this list!

4.) I'm a Billing CSR so why am I expected to try to sell on every call? Many people call in trying to find ways to LOWER their bills but I can get fired if I don't try to SELL something to these folks!

5.) How can I sell products for a company that treats me like crap?

6.) Get this new attendance policy for the Care Dept:

An "event" is the name given to instances of tardies and absences.

If you are 1 minute late to work, from lunch, from break, you get an event for each.

If you miss a day of work, that's one event as well. So, if you get to work and discover you have diarrhea and end up logging in late, that's event #1. Ok, the same diarrhea causes you to return from your break late, that's #2 (literally). Next, you return from lunch late, that's #3. You return late from your last break, that's #4. So, in ONE DAY you have 4 events. Only 3 more to go before you can be fired. Get the picture?

OK, let's try this scenario. The same diarrhea causes you to arrive late- 1 event. You decide to leave work early- 2nd event and no pay because although you may have paid time off available, you can't use this time because it's not pre-scheduled.

Here's the conspriacy: As a Comcast employee, you receive your benefits after 90 days. With this policy in place, how many people will actually make it to the 90 days? Exactly!! So, the Care Dept. becomes a revolving door and the company saves money by getting rid of people before their benefits kick in.

Who suffers? The employees of course, but mainly, THE CUSTOMERS!

So, customers, the next time you talk to a CSR with a s*h*i*t*t*y attitude, now you know why! Comcast doesn't care about us so why should we care about you!

Anonymous said...

Continued: Also, don't even try to get a supervisor on the phone. First of all, there are about 20 CSR's to every supervisor and because this company has so many issues, EVERYONE wants a freaking supervisor. NEWSFLASH: Everyone isn't going to get a supervisor!!

What you will get is another CSR that's called a "Coach". This person literally walks around assisting people with irate customers, general questions, etc.

I've shared this with you so you'll understand that we get frustrated as well when you call for a supervisor but we can't get one on the line for you.

You will be told that a supervisor isn't available- we're trained to tell you this. 98% of the time, this is a true statement, but we're trained to tell you this before we even check to see if they're available.

So, if you call for a supervisor and you're told that a supervisor isn't available, offer to leave a voicemail message or your name and callback phone # because we can't help you otherwise and you're screwing up our daily stats.

I told one customer I will transfer her to my supervisor's voicemail because it will be about 30 minutes before he would be available and she said she would hold.

When you call a CALL CENTER- you CANNOT HOLD FOR 30 MINUTES IDIOTS!!!!

And one last thing. If you call for a supervisor, at least explain what your problem is. Don't tell the CSR you don't want to explain, you just want a supervisor. More than likely, that CSR may actually be able to fix your problem.

So take the time to actually explain your issue. Some of us CSR's are actually more experienced than the supervisors- they were just in the right place at the right time and got the job...lol

Anonymous said...

Continued: Part 3 of 3- I promise, this is my absolute last post for the night>>>>

Here's a few tips/comments that will help customers interact with CSR's:

1.) Don't use profanity or yell at the CSR

2.) Don't rant about the economy etc. and how you're on a fixed income. Cable is not a necessity! If you need to buy food, buy food and cancel the damn cable service!

3.) If you know the president of the company, why are you calling us?

4.) This is not "Let's Make A Deal"

5.) If you have unresolved complaints, don't make some poor CSR's life even more miserable. Take it up with the corporate office or the FCC.

6.) If you have a good experience, offer to leave a compliment. Also, supervisors become magically available to take phone calls for compliments. So, if you have a problem, call and ask for a supervisor to leave a customer compliment for the good service you receive THEN BLAST THEM WITH ALL YOUR UNRESOLVED ISSUES....LOL

7.) Most CSR's could care less about you, so try not to patronize the CSR. They're already miserable because they work for this company and your condescending remarks don't help your situation buddy!

VerizonISBETTER!!! said...

From Yahoo Finance Message Boards For Comcast...

ConCRAP Gets Religious On Death Row
http://arstechnica.com/news.ars/post/200...

Looks like they've learned a new trick. Isn't that what happens when you go to 'College'...OOPS, I MEANT TO SAY PRISON?

First...They LIE and THREATEN TO FIRE EMPLOYEES IF THEY TALK ABOUT THROTTLING (which of course they don't do ;-).

Second...They BULLY, THREATEN TO SUE AND POSTURE TO THE FCC THEY ARE POWERLESS TO STOP THEM.

Third...They PROMISE TO BE GOOD and NEVER MURDER, RAPE, LIE, STEAL, ROB, PILLAGE, or EVER RAISE RATES AGAIN. It's a MIRACLE, THEY'VE SEEN THE ERROR OF THEIR WAYS AND WILL NEVER TRANSGRESS AGAIN. Why, WE'RE PART of THE SOLUTION and NEVER were PART OF THE PROBLEM!

ARE YOU SH*TTING ME?????????? TIME TO REGULATE!

Comcast to spearhead creation of P2P Bill of Rights

By Nate Anderson | Published: April 15, 2008 - 01:34PM CT

Comcast has just announced its plan to lead an industry partnership in the creation of a "P2P Bill of Rights and Responsibilities" that would apply both to users and to ISPs. Comcast spokesperson Charlie Douglas tells Ars that the cable giant is already prepared to argue for a protocol agnostic approach to network management, an increase in upstream capacity to help alleviate congestion, and more transparency about its network management practices. If Comcast can get the ISP community on board with such proposals, more power to them, but we'll refrain from judgment until we see who's invited to sit around the table.

Comcast has already partnered with Pando, a company that speeds P2P transfers on ISP networks, and hopes to round up a gaggle of "industry experts, other ISPs and P2P companies, content providers and others" to help draft the document later this year. That list notably leaves out consumer advocacy groups like Free Press, Public Knowledge, and the EFF, so we asked Comcast whether they would be invited.

Why wouldn't consumer groups with the relevant experience in these matters be consulted, we asked. "I don't know," Douglas said after a long pause, but added that Comcast hasn't ruled anything out at this point.

Possible ideas for the "rights" section of the document include the ability to uninstall P2P applications, along with "clarifying usages" (that is, describing bandwidth limits, which would be welcome). Douglas also noted that P2P apps might be able to "identify lawful content versus not lawful."

Between this announcement and the recent deal with BitTorrent, Comcast has reversed its tough stance on the issue of network management. As recently as this February, Comcast told the FCC that its practices were totally appropriate and that P2P couldn't be accommodated by building out more infrastructure. In only two months, it has decided that traffic shaping can work on a protocol agnostic basis and that partnering with P2P firms like Pando and BitTorrent to reduce P2P loads on the network might be a better idea than putting limits on a promising technology.

With the FCC set to hold the second of its public hearings on the Comcast/P2P throttling issue later this week at Stanford University, though, we suspect that the threat of a regulatory beatdown had something to do with Comcast's Damascus Road conversion. As Comcast notes in today's press release announcing the Bill of Rights, "The arrangement is yet another example of how these technical issues can be worked out through private business discussions and without the need for government intervention."

In other words: Move along, FCC, there's nothing to see here. But, as this entire case shows, the existence and interest of a regulator like the FCC can function as a helpful curb on market power when that power threatens to take companies in directions that might not best serve the public good.


Sentiment : Strong Sell

Anonymous said...

Let management know what YOU think about the company policies and working conditions.


http://www.jobvent.com/companyBrowse.php?CompanyID=269

http://www.jobvent.com/companyBrowse.php?CompanyID=269

http://www.jobvent.com/companyBrowse.php?CompanyID=269

http://www.jobvent.com/companyBrowse.php?CompanyID=269

http://www.jobvent.com/companyBrowse.php?CompanyID=269

http://www.jobvent.com/companyBrowse.php?CompanyID=269

cancelcomcast!getverizon!! said...

Comcast Wants to Be the Net's Judge, Jury and Executioner
Timothy Karr Posted April 16, 2008

Comcast has just rolled out plans to draft a "bill of rights and responsibilities" for ISPs and Internet users. But the cable giant has forgotten one thing: to invite Internet users, policymakers and advocates to the table.

The move comes as the cable giant is scrambling to preempt a Federal Communications Commission ruling against its blocking of legal file-sharing programs.

In response to a complaint filed last fall by Free Press and members of the SavetheInternet.com Coalition, the FCC has launched an official inquiry into the matter, and has hinted that action against Comcast is imminent.

An FCC hearing schedule for Thursday at Stanford University will focus on whether ISPs can shape, filter and even block content that travels over their networks. (The public -- more than 1.5 million of whom have spoken out against such violations -- has a rare opportunity to testify before the commission during the hearing.)

Comcast Wants to Play by Its Rules Only

In advance of Stanford, Comcast announced that it has partnered with Web traffic company Pando to put together a group of industry experts to play legislators and draft their own "bill."

Not surprisingly the list of prospective authors leaves out consumer advocacy groups like Free Press, Consumers Union, Public Knowledge, and EFF -- or anyone who might question Comcast's desire to play content cop over its network.

"Comcast has declared itself an arbiter of consumers' rights, says Marvin Ammori," Free Press General Counsel. "But Comcast's past behavior tells us everything we really need to know."

The cable giant's blocking of peer-to-peer applications continues to this day with no indication from the company of when or if they plan to stop. The move to convene their own panel is Comcast's effort to demonstrate that the private sector can solve all of the Internet's problems.

Paper Tiger

It all boils down to a simple question: Can we trust Comcast to protect our online freedoms without enforceable, independent consumer safeguards?

Their track record clearly indicates that a Comcast-drafted bill of rights would be worth no more than the paper it's printed on.

After all, Comcast routinely finishes at or near the bottom of customer service surveys. This is the same company that still refuses to admit that it was secretly blocking its users' file-sharing applications, even after several independent investigations found the opposite to be true.

It's the same company that then tried to block public debate on the issue by hiring seat-fillers to deny people entry to an FCC hearing in Boston.

A Real Bill

"Comcast has thumbed its nose at the existing consumer bill of rights," Ammori says. "Now facing unprecedented public, government and media scrutiny, Comcast is desperately trying to change the subject."

The need for Net Neutrality remains urgent. The FCC should do its job to uphold a real and enforceable bill of rights for consumers and not to trust the industry to police itself.

The road to a more open Internet leads through Stanford, and not through Comcast's latest ploy to skirt the rules.

Anonymous said...

WOW!

First off... If you don't like the service go somewhere else.

Second: All of you that feel the need to post several times a day like it's myspace... GET A LIFE! and that means you as well Bob Garfield!

THE JOKES ON YOU... THANKS FOR THE FREE ADVERTISING!

Anonymous said...

I just spent about 15 minutes typing a really long blog trying to convince you people that we aren't all evil, that most of us Comcast employees are just like you. Then I erased it because I know it'd all be useless since most of you undoubtedly have your minds set. I take care of my customers. I love my job and I love helping people. Please don't call me greedy or lazy or ignorant or incompetent. It's undeserved and you're just hiding behind the internet. Call it a revolution if you want. I don't care.

Anonymous said...

I just recently quit Comcast for various reasons. (I was working in the Nashville call center). The pay was ok, the commute there was not so bad, and I liked my hours very much. I HATED the fact that the supervisors and managers acted like gods, I HATED the fact that they wanted the Billing and Service reps to upsell EVERY customer on whatever that company could get their greedy hands on. I personally find it difficult to ask a customer, who is very upset that their OnDemand is not working, if they would like to get HBO. It felt wrong. I was a Billing and Service Rep at Comcast for about 7 months, and I loved it at first. After about 2 months of seeing for MYSELF that Comcast really does not care about it's employee welfare, and especially it's customers, I began to seek new employment. During the months I was seeking new employment, I was written up twice (both because I was not making enough sales even though I made over 500$ in total commission, not to mention a couple thousand for the company), my entire team was scolded because we did not think it was fair for Reps (that get written up) who at least ASK the customer if they would like an upgrade. One manager even said "Then that's when you ask yourself, 'Is this the job for you?'". I also discovered that when customer's demand to speak with a supervisor, they are RARELY transferred to a REAL supervisor...they are transferred to a Representative who is appointed BY a supervisor to take the calls for them.

What I am trying to get at:
-When you talk to a rep, ask their name and Employee ID number or Sales ID number (it's easier if you ask their sales ID because they use it every day and know it by heart)
-A sales ID is 3 digits long (j4k, D1C, n5j, etc.)
-Whenever a rep brings up a customer acct. the rep's sales ID is recorded into that acct. and the reps are SUPPOSED to leave notes regarding the call, but they don't always do so
-If you are in need of a tech to come out to your house for any reason, the rep automatically puts a charge on your bill, somewhere around 35$, and the company expects the customer to call in when they receive the bill to have it taken off...if the customer does not call and pays their bill as is, Comcast will not take the charge off...this even applies to customers who have the service protection plan.
-If a tech ever does come out to your house, stay with him/her if at all possible...they are known to drill holes without permission, leave behind equipment, not complete the job, and sometimes even leave in the middle of a job.
-If for whatever reason a tech is even one minute late to your scheduled appt. call the call center and get your 20$ "on-time" credit that you are owed.


I just want the customers of Comcast to know what I know about the company...I believe they are crooked. And if anyone ever has questions, feel free to ask!!


Sincerely,
Ex-Comcast Employee

Anonymous said...

I am a Comcast subscriber. The real old cable system in my small town has limited channel capacity so Comcast added a satellite receiver that is multiplexed into my cable service. That way I can receive ESPN2, Speedchannel and others not on my cable. Comcast has been updating the system to digital over several months and are moving channels around like removing the Food Network and adding another shopping channel. The last time my cable went out was on October 4, 2007 and it took over 5 weeks to get it repaired. I kept calling and getting appointments, their computer kept cancelling them, and when they were in the computer, no one showed. So I am writing this since I no longer am going to call them as their service and communication is awful. My account number is 8495-74-023-0036416. Incidentally I have the direct dial number of their local service manager, I left him a voice mail over a week ago, and he has not returned my call. I'm ready to cut the cable and go to Dish Network or Direct TV. I hope someone from Comcast reads this blog before I "cut the cable."

Anonymous said...

Bottom line is this. You have a business and are providing a service.

When customers are not happy with the service or the level of commitment they are getting from that company, they WILL leave.

When you talk down to the customer like so many "csr" are in here, you create a hostile environment and you show how you really do very little for customer service.

Just remember, if it were not for me, the customer, you wouldn't have a job.

I am tired of the 3 hr hold, and typical line outages for my high speed Internet, and the super duper price increases. Direct tv and verizon are in my future.

If you don't trim the fat, you will be left holding the bag.

Anonymous said...

to the moron CSR complaining about customers and saying to take our business elsewhere..... WITHOUT CUSTOMERS, YOU DO NOT HAVE A JOB YOU IDIOT. Comcast has alot of us my the balls and they know it. I can not watch the local sports teams without Comcast. So they do not care about reliable service. Their phone service is horrible as well. How about 4 missed appointments and 3 that they actually showed. Each one with a different reason why my phones were not working. 2 of the dopes left some of their equipment here. And guess what? I still have eratic phone service. And I do not have much time during the week to change providers. My monthly payments starting last month is what I feel I should be paying not what the bill says. My acct# is 09513021736-04-2. Top to bottom, this company needs an overhaul. And it should start at the top. Does he even realize that everyone hates comcast????

Anonymous said...

I work for Comcast as a technician.It seems as though I am the clean-up man.When a con-hacker goes in and tries to install the "Triple Play" and doesn't disconnect the old phone line outside and when it rains the phone shorts,dial tone is lost and the customer is pissed that his "reliable" phone service just became "unreliable"
As a technician,I try my damndest to provide the quality service Comcast can deliver.The Corporate guys push the envelope with us though....Scheduling 10+ jobs a shift with hardly any time to take a break,We go all day from one job to the next having to drive as we work on our new technological "SYMBOL" devices.Many times I've taken my eyes off the road for just a second only to see someone trying to walk or pull out in front of me......

A huge gripe I have here is that in the early 80's, as a technician,we were payed roughly $17.00/hour for hooking up a cable box, showing the customer how to turn on the cable box and the t.v. with the same remote...Now we're required to hook up you're DVR,DVD,VCR,surround system,Playstation,program it all, teach you how to use it, give you lessons in On-Demand, how to record and play recordings on the DVR and transfer them to your DVD recorder all in the time they give us to hook up the "cable box" from the 80's with the same pay.. Now they want us to be our own routing,dipatch,proviaioning technicians....The customer wonders why some cable techs do a shitty job!!!! It's what we get paid to do! The stock holders are the one's benefitting from your subscriptions, WE don't...I have to work 12+ hours O.T. per week to make my house payments after working for Cablevision-Mediaone-AT&T-Comcast......I can't wait until FIOS comes to town myself...They won't be any better, just the pay will...

Super tech in the mud said...

Working for Comcast is tough.Not only do we have to put up with the customers complaing about how much they pay for services the requested, we also have to put up with long days of service calls all at a low wage.We get a lot of bennies at a great rate but, when it comes to working we are very poorly trained,get sophisticated equipment/tools that takes us months to learn on our own through trial and error and countless hours on the phone. The management beleives we learn best by the Learn to swim or die method....Give them the devices,the jobs,not enough time and they will learn or they won't and we'll send another tech out.Some tech's cancel jobs after not fixing the problem so it doesn't go against them as a repeat trouble call...It's getting pathetic working for them.........When will the talk/listen to the techs to see what we need to make this a better place and we can provide a very superior product...One day a few years ago, this guy came to the company and told us he cares and will help to change things....Once he got a foothold in the office he was never seen again....So much for change!...

Anonymous said...

I was surprised at some of the Comcast employees confessing about treating customers badly since customers have been rude to them. During my 4 months of being a Comcast customer, I have had experiences with Comcast employees who lie, who do not know their job and who do not care about customers. Do these employees understand that customers are rude with them since they get poor service. No one has free time to call them unless there is a problem. And do they realize that it is because of these paying customers that they earn their bread and butter. Do they not feel ashamed when they do not know about their own products which they sell or keep on transferring customers to incorrect departments. I see it a clear reflection of their academic education and lack of accounting by their senior management. How do they expect the customer to behave when he has not got the service in the first place and then has to hold for 15 minutes before talking to a dork. No wonder their jobs get outsourced since their work attitudes cut through the profits of such companies and it becomes more and more difficult for such companies to sustain themselves cost effectively. And then these same employees will crib. Comcast is such a fumny organization that they have never charged me a fixed amount of money in the past 4 months for the same services. Everytime their bill amount varies by plus minus 2 dollars. I had the pleasure of being a Optimum customer in North Jersey last year and they are a far superior company than Comcast.

Comcast must die!

REMEMBER SEGRETTI! said...

Bob:

Have you considered the possibility that the gremlins you continue to experience with Comcast are not an accident nor even due to the actions or inactions of legitimate Comcast personnel... but are the work of a powerful entity which has secured the cooperation of utility and telecommunications companies to surveil and harrass citizens targeted for reasons which may not be ethical or legal -- and that innocent citizens are being targeted wrongly, or for the wrong reasons?

Have you considered the possibility that laws and programs enacted to fight terrorism are being hijacked by rogue elements for political purposes... perhaps as a means to track the output of journalists and other opinion makers in the society, people such as yourself?

Remember Nixon's plumbers and the surveillance they did on American reporters? Have you considered the possibility that such a program -- but must more technologically advanced -- exists in the current climate? Remember "total information awareness"?

Have you considered the possibility that the "Comcast" technician who you let into your home, the guy who's wiring up your gear, is not just working for Comcast but is an agent of an agency conducting surveillance and maybe even harrassing persons targeted by such a program? That telecoms such as Comcast are being used as a "cover" for such a covert program?

A 1998 movie starring Will Smith called "Enemy of the State" outlined how this can happen, and how innocent citizens can get caught up in the vacuum cleaner... and this was back in the Clinton Administration, before Bush and post- 9/11, etc.

Please go rent that movie (based perhaps on reality) then think about the above. Then think about some of the things that have been happening to you. Have you ever seemed to loose control of your computer -- the cursor goes wild, etc.? Are you familiar with "remote computing" and how a computer connected to the internet can be commandeered from remote sites?

My theory is that as a nationally-known journalist, you may be among a population of influential persons "of interest" to such entities and elements. If it sounds too conspiratorial and black helicopterish, just remember how Nixon tracked and harrassed journalists, and ask yourself, could it be happening again... or did it ever really stop?

Compare notes with fellow journalists and see if strange and odds things like those mentioned above are happening to them, too.
We already know that telecom companies are cooperating with warrantless surveillance programs. Perhaps such programs go deeper than even Comcast is aware. Note the references in movie to telecom company trucks and facilities used in the execution of such programs.

Have an open mind about this, and do some internet searches. Check out programs to develop new technologies such as "active denial system". Check out mindjustice.org for an example of how covert programs can affect the well-being of average citizens.

This might be a symptom of something more troubling than just poor customer service...

I am a fellow journalist and I have had recurring gremlins from not just Comcast, but Verizon. When you call an 800 number for customer service, do you ever notice two quick beeps of differing frequency after you connect? Perhaps calls are being diverted to a special "customer service rep" who is not the rep than an ordinary customer would get.

Please think seriously about what I have said. I am certain my internet traffic is being surveilled so I don't know if this message will get to your site, or if it has been subject to altering or editing. I will be checking this site periodically to see if any of the above strikes a chord what what's been happening to you. You might consider dropping the triple play service and using more than one telecom provider, if only to compare customer service experience.

BTW, I enjoy your NPR show and perhaps we will again cross paths soon... Take the above seriously and do not dismiss this as fanciful.

What did you just call me? said...

Response to a part of Camel.
you signed a contract with Comcast?!? Wow, that's a first.Comcast provides a service that you agree to pay for.In it's "agreement" it states that the Comcast Digital Voice (phone service)relies on the network and is vulnerable to outages and mostly relies on the integrity of the network.Some customers move or change the splitters and don't feel the need to call us for the service because "they know what they're doing" and don't want to be charged for a service call..NOW not all problems are caused by the customer! The service could be better in some instances with more time to completely re-run lines to the outlets for the CDV.I know first hand that the customer is not prepared for the install...They have no idea what we are goint to do and have "things" in the way....We need each other to be what you expect us to be "HUMANS" we all make mistrkes and need to correct them without the bad "labels"!>>>

REMEMBER SEGRETTI! said...

To The Comcast employee "anonymous" who posted the first post on this blog (as of 4/20/08, 10:10 p.m.):

When you stated that if you're rude, "you become nothing more than an account number, an account starting with 8773 I bet!!!" --

What does the "8773" stand for? Since the person calling already has an account number, I assume that customer already had the "8773" number...

So please share: What class of customer does "8773" represent? It would seem from your post that the "8773"'s get some "special" treatment... what is this about??

You are speaking in code. Come clean!!

REMEMBER SEGRETTI! said...

Another queston for the Comcast employee referended above:

And why do you say "P.S. Bypass your router and power cycle your computer"?

What benefit is there to bypassing the router... you obviously meant something... what?

Tech#8374 said...

I use to be technician till 17th April 08,I was reading many complains here regarding customer service or tech service.I do not know if this is right place for me to get hold of comcast. if you are from comcast and reading this then please read this carefully, i worked for CCI and been treated very bad by own 2 supervisor and manager. i am specially writing this because i was treated bad front of customer home when i was at job, they even block my road while leaving the job, try to pull my bag, i called one of dispatch in Beaverton, i respect her she was always nice and even till the end she was nice,she did try to take my complain but could not as may be as i was working for a contractor, but somehow someway i was working for comcast and if they come to place where i am working and act such way don't you guys think you should take this matter to right person,I wish i could but if i put complain with CCI it will go through them and will never reach to right person. they asked me to sign the paper saying i resign volunterly, but i did not sign any such papers.they insulted me and i am still not able to come out of that, i just wish somehow i could teach them lesson that even technician are people and have right to talk against them when they do wrong.they ware not treating equally. you can check my record i have always been good with customers,hardly you guys might have got customer complain about me, i do not say not at all as in this job you cannot make every customer happy, you can only try your best. but still most of people always told me i did good job. if you are interested in knowing what happen in detail you can always contact me or even some good supervisor in Beaverton,Oregon and old technicians. i use to always work for them when ever they needed even 7 days a week for months and everyday 14 hours plus. HOPE I GET JUSTICE. AND supervisor Norman and James along with manager Dave learns lesson.

Anonymous said...

Comcast's big push to repair its image
http://tinyurl.com/3ocup2

This seems to contradict some of the claims here from employees.

"Saying it will improve the dismal rankings, Comcast has hired 15,000 "customer-facing" employees in the last 15 months and opened or expanded almost a dozen customer call centers. One of the largest new centers is in Newark, Del., where the company is hiring 800 workers.

On a recent tour of Comcast's customer-service operations in New Castle, Del., and Newark, company managers talked about the various projects.

There's the so-called Grand Slam software, which slashes the time for a quick diagnostic evaluation on the phone to seven seconds. Without Grand Slam, a customer service rep could take several minutes to access all necessary information on the Comcast computer systems.

The company is cutting back on its use of outsourcers - which explains some of the hiring - and seeking to solve customer problems on the first call instead of the second, third, fourth or fifth."


That's the sort of call handling I used to do, I had 86% resolution on first calls with QWest. If you think working the phones sucks now.. have fun with that.

Thanos said...

Segretti (funny name to choose)....

I am not a Comcast employee ( I am too smart to be one ), but I can tell you about the "bypass your router" statement. Many people believe their internet problems are their ISPs fault, when it is the fact their Router is not set up 100% correctly or may be difficult to use with some types of software (point to point stuff particularly). Connecting their computer directly to their modem is a more accurate read of whether they have a connection problem or not.

I have posted a few times on here and I wish I had a good alternative. While I have had few problems, the ones I have had were made worse by incompetent comcast staff (whether by lack of training, education or IQ). I hope Wimax or some other competitor comes to the Memphis area. We need REAL competition here.

Comcast does not need to die, it just needs to evolve into a customer service oriented business and forget it is part of an oligopoly.

Anonymous said...

Hi Thanos,

Fyi, Wimax is a technology and not a service provider. And guess what, Comcast is also planning to invest in this technology. This is a Wireless in local loop technology which will provide you wireless connectivity to your ISP rather than cable. And since Comcast will also be offering it, merely getting Wimax won't put an end to customer's woes.

Anonymous said...

Don't be so arrogant, Thanos. If someone wanted to loop you in with a group of people it would be easy to say you have a low IQ and lack of knowledge. Take America for example, it would be easy to say that most Americans are fat, lazy, uneducated slobs who do nothing but entertain themselves all day while never doing anything productive. Thanks for proving other countries right by "blogging" which is just a form of Geek bitching. Have a fun life, may you live many years.

Anonymous said...

I work for Comcast. I am not a tech, CAE, or manager. I have found that in my experience there as an employee, that my group is getting way to many corporate complaints that we are fielding. When we get corporate complaints we have to resolve the issue within 24 hours and make contact with the sub. It is sad but maybe some of you need to make corporate complaints to get the issue resolved in a more timely fashion. I know you should only have to call once to get your problem/issue corrected but maybe if you call and state you want to make a corporate complaint, you will get it resolved more sooner than later.

Anonymous said...

For 2 yrs I have had non-stop issues w/comcast. First it was TV service w/o sound when I accessed 'on demand' service. I called and it would work for a few days and then not. At first it was for 20-30 minutes -then no sound whatsoever. I was told that I wasn't resetting my cable box enough and needed to call more often for updates?!?!?!
I pay $140/mo to work FOR comcast???

This total lie burst into flames
the day my TV went and I bought a HD flat screen TV and had the same issues........... and concequently picked up a hd box, remote and cables to go with it from comcast.
Eventually after 2 technician visits and a few calls the on demand issue seemed to be resolved at which time my intermittant internet began. I was told my signal was fine and I needed to do more microsoft updates-which are automatically done on my puter..............then I bought a new laptop and guess what problem I immediately experienced....hmmm
So I eventually lost ALL internet service and during call two on 4/18/08 the tech told me that it was my wireless router b/c only the comcast wireless router would work with the comcast modem and that I needed to buy a comcast wireless router for my service to actually 'work' properly.......
Needless to say I filed a complaint post-haste with the BBB.
Not only was I expected to pay for uninterrupted service as per usual when there was nothing but interruptions but also buy an additional pieceof new equipment to replace my already new equipment.
I am still getting kicked off the internet repeatedly. After 10 minutes or so I get back on and after 9pmthe interruptions stop.
As for the CSR saying he/she can tell whether complaints are valid of just adults 'whining'
by the call record and that if there were legit problems there would be a lengthy call record .....
I hope for their sake they never find themselves in the position of literally having to be the only adult in the house and take care of 'everything' accordingly.
Internet service and on demand service is pricey but as a single parent you rely on it when you need to make dinner, pay a bill or fulfill a 'math facts' homework requirement requiring an online math game. If it doesn't work not only are you still out your $140 but now you also need a plan 'b' for all that other stuff -a call to customer service of unknown length not-withstanding.
Maybe someday these crass CSR's posting here w/simple lives as they enjoy their free service will experience 'life on the 'whining adult but still paying' side and possibly grow a sense of empathy............................then again............maybe not.
Whatever happened to getting what you pay for? What AM I getting for my $$ anyway?????
I can't WAIT for Fios


customer#20001 264841-14

Anonymous said...

I worked for comcast too.... and quit.... the unprofessional attitude in the retention dept was appauling,if a customer couldnt afford the bill, and needed to downgrade you are instructed to "express value" it was so rediculous. this comment by another employee is the type of employees I met, they can't spell, they chew gum , eat all day and just make fun of upset customers, management is another joke, nothing ever gets resolved. the prices keep on climbing up, and the morons they hire continue the frustration we as consumers have to deal with.

Anonymous said...

GO TO VERIZON SAVE YOUR SELF A HUGE HEADACHE

Anonymous said...

I used to work for comcrap in bluefield,wv you think customer service is bad their maint. dept. up here is realy bad. I dont remember how times there was a problem that i needed help on and couldn't get any help from the maint. dept they said they would look at it later and would never go back. They have so many problems up here that internet shuts off andwont come back on for hours andthe video quality has gotten so bad on some channels that its not even worth watching anymore. I tried to the tell supervisor what was going on but he didn't listen nor care he was a maintance tech before he became a supervisor so there is to much favoritism for him to make them do any real work.

Thanos said...

Couple of points:

When I refer to WiMax, I am hoping that there is going to be more than one provider and there would be no reason I know of for there not to be more than one (except maybe startup costs for company to do so). We shall see...

To the gentleperson who refered to me as arrogant, well it may be true. It might suprise you to know that I am a college graduate (degree in business administration) and a manager. I know what customer service should be. It is easy to tell whether my problem gets solved or not. If you can offer other possibilities for them not being able to help, please share. With over a decade of customer service experience, I have tons of patience with customer service of all companies and try to make their lives as easy as possible. Oh yah, thanks for joining us as a blogger.

Maybe we should start a post on what customers can do to make the CSRs life easier. Nothing is going to make up for the fact they are not trained well or not given the tools or allowed to succeed in their areas, but we can try to make their lives a little easier. We all have to remember, it is not their fault most of the time. It is the company's fault.

Anonymous said...

SYS PRIN ACCOUNT #'s DECIPHERED!!!
This is from a DARKSIDE JEDI GURU-for "CSG is a FOREST....." LOL.

The first four numerals of a customers billing account number denote the SYS (SYSTEM). 8773 is the SYS code for a specific market / region of cable provider service known as a SYSTEM, the next four numbers refer to PRIN, which denotes service area, and to the cognescenti - denotes avialable services (cable, digital, internet, telephone etc), rate card, and franchise city; from there your actual account number really starts to kick in, with a few more numbers, a smart CSR/CAE (or whatever douchebag title for "deadend phone donkey" is being used this quarter) can determine dispatch area/FFO office, and more.

Phone donkey's, truck potatoes, and all other frontline employees,(umm this is what you are if you are not an "exempt" employee)are rarely allowed to access the true workings and meanings of Comcasts customer "care" software-this is not the typical COMCAST F.U> to thier employee's-but is in fact related to the incompetance of upper and senior COMCAST management/ownership in thier negotiations with the company who actually OWNS the software, CSG Systems of Colorado-go ahead and GOOGLE that and you can buy the software for yourself.

Anonymous said...

I work as a CSR in one of the outsourcing operations Comcast has hired to handle the customer service calls. Now I just want to provide people with a description of what our workplace is like. This can make it easier to understand the inner workings of the monopoly Comcast is, and why I think 80% of the problems customers experience are related to irrational, stupid and senseless business practices. I can't say what the place I work at is called, all I'll tell you is that we're a bunch of 20 year olders trying to pay our college tuition somewhere in Mexico (btw I'd like to ask to anyone that has a racist tirade against that to keep it for themselves, or go to stormfront.org)

When I started working for the company, we went through basic training - company values and all that idealistic crap. I honestly don't believe that companies can "change people's lives" but I was determined to do a good job - after all, I have nothing against customers, being a customer myself.

The training was a 3 week ordeal in which we had to process and memorise a huge amount of information. We started using a software programme to handle hypothetical customer requests or problems. The software is archaic, tough to read, has inexplicable and senseless error messages, and has an incredible propensity of letting you make mistakes when scheduling techicians or making changes to the customer's account and never giving a fucking cue that there's something wrong until a customer calls burning in anger to tell us someone really messed up.

We have to go through a grid with 200+ codes for installing or changing anything, and with an unnoticed click or a forgotten code the customer can end up being charged 50 USD + for something he's not getting, or having his service working abnormally for weeks until someone notices.

I wonder if a company that serves millions of customer really has so much trouble paying for a better software so we can have the goddamn tools we need to work. *anyhoo*

Apart from that, we were rushed into answering calls, and the micromanagement Comcast requests and our company applies to us adds an unimaginable amount of stress. Our calls are measured to the second. We have 2 breaks of 10 minutes in a 9 hour long workday and calls almost always overlap to our breaks, that meaning that one can be stuck for hours on end without the possibility of drinking a glass of water, stretching or just going out to see the sun. Imagine what's it like to be listening to frustrated customers for 9 hours... I can be quite patient, but some coworkers just blow up and put customers on hold for 10-20 minutes just to rest, they tell customers they can't help them with their issue even though they can and end up being rude in hopes of customers hanging up on them.

The micromanagement has a terrible effect on us - we have to finish a call in 5 mins. average WITH a satisfactory resolution. The average call handling time is a 40% of your monthly quality score, so people are under extreme pressure to finish calls quickly, so it's obvious they care less about solving customer problems, and more about finishing the frigging call on time.

The place I work at is decent - they treat us well and all but Comcast's business practices are just fucking irrational. They demand impossible goals, want us to shove extra services down people's throats, remove channels without telling us (we find out when you guys find out and tell us "WTF IS GOING ON?!") and... geeze, if you could see what I see. *This could get me fired lol* The company policies clearly reflect that Comcast is aware of its monopoly status. They clearly state, more or less, the following: our goal is to maximize the revenue we get from customers. Price increases and channel removals will be customary, as this is an integral part of our revenue increase strategy. Never offer a customer promotions that can lower their monthly payment. Our promotions' aim is to INCREASE the customers' bill, not to lower it. Special services such as splitting accounts, credits for inconveniences, offers and promotions and so on are NEVER to be used or offered unless a customer asks explicitly about them. i.e never give a credit in compensation, just apologise and hope that will do it. *I could go on and on*

I just want to say... I do the best goddamn job I can from my grey (yes, it is grey, I'm not being poetic) cubicle, with the archaic software, stressful quality goals and irrational and monopolistic policies I'm given. But understand - this company is an aberration. Make your democracy work, Americans. Demand more competition to the FCC. Write to the bastards, the owners, the ones running this monster. Cancel your services if you're dissatisfied. And please know that the people like me that are the underpinnings of the company are just as frustrated as you are.

I hate my job. Still, I try to do my best. I've had to handle a guy telling me "Oh, you're in Mexico, so you got no idea of what I'm talking about when I tell you that my baseball game is gone, right?", people telling me I suck at doing my job, people shouting how much I suck balls because I can't provide a better service and thousand more instances of "shoot the messenger". I fucking promise I am a responsible person, trying to do his best at his job. It's disgraceful that this sons of a bitches up there (Roberts and those 'tards) enjoy their millions while I am slowly eroding in my chair here. I just feel I want to scream. Like you, I am a little citizen, trying to make a living in this capitalistic wasteland, and I know what you're talking about. I guess you can tell I had a rough day at work today.

Not to sound cocky or anything, but I have basic cable and internet in my house here in Mexico (you know how messed up this country is, right? you see it on the news) and in 5 years I've never had an issue. That's because, just in my city, we have 5 cable t.v providers. And it's a 4 million people city. It's called COMPETITION. Send monopolies to hell, and demand more competition and better service. Enough said.

I hope my boss never sees this :p

Thanos said...

More and more it sounds like Comcast does not give employees the ability to do there jobs well. That is so sad. No wonder sites like this exist.

Anonymous said...

i worked for comcast in one of those outsourcing companies for about 1 year and that day that I decided to leave that place was the happiest day of my life. Many of the other employees want to leave as well but I guess some of them don't have the guts to do so. upselling to every customer (even though the tech didnt show up, their bill went up, their on demand isnt working, tiling)is really going beyond ridiculous. You would need to maintain an average hold time, take time, unavailable time to the T. They are quick to write you up for the smallest of things. Gosh getting out of bed to go to work to hear customer rant and rave whole day was not amusing to me. But amazingly I understood the customer's distress. It can be very frustrating to have to deal with the same issue everyday and get a differnt rep everyday to tell the same thing over and over again. And another thing... Comcast has enough money to set up the technicians with more equipment to do thier jobs and to solve some of the ongoing problems that has been going on for months. I mean COME ON!!! I think that if the employees were treated better the customers would be 100% satisfied. Its ironic that its really the CSR who really run the company...yet still we are treated like animals! Thank God I left Comcast. I was getting sick from dealing with all that stress. Always had to go to the doctor because i had a pain here, there and everywhere. I think Comcast sould do more for its customer.

Anonymous said...

In response to those who say that Internet is a luxury: try to enroll in any college class nowadays and not have Internet access at home and then let me know how "luxurious" it is. For some of us, it IS a necessity. The point here is that we spend our hard earned money for a service, which is both unpredictable and unsatisfactory. Whether or not you consider it to be unneccesary is not the point. I've worked in customer service for over 8 years, and while it's true that it is difficult to deal with rude customers most people only act that way after being mistreated and pushed to that point. If we weren't continuously lied to by customer service reps, if we received the service that is warranted with the high Comcast prices, and if you as employees could do your jobs competently then you may have fewer angry and rude customers on your hands.

Anonymous said...

I also work for comcast as a tech and i read all the posting on here about this and that but i will have to say i think comcast does a great job. Do i have days were i would like to choke the shit out of my customers yes i do. I mean if i had a dollar for ever time some one asked for something free because it took to long on the phone to make a appt to get us out or we were 5mins late i would not have to work again in my life. As for the call centers those poor people take shit all day long so wat you are on hold for 15mins i would love to see half of you people bitching do are jobs you would last a day. I'am sick off all this shit about how comcast sucks and the people that work for them suck. I work for them and i love my job.. I bet if you call verzion or Directv you will be on hold with them just as long as you are with us. Why dont you give it a try and then come back and say something about comcast..Well so long......A TECH THAT CARES>>>>>

Anonymous said...

First of all.
This is called Employee Confessions if you don't want to read about us bitching then guess what? I'll see if you can figure that out. Go get another job?! How well do you think our job market is right now? You're lucky to find a paper route right now.

Comcast has "stats" that each rep is measured by that affects their employment and raises and which none like at all.

You want to piss and moan? Write a letter from comcast.net to Rick Germano and stop abusing the people taking calls.

Also knock off the personal attacks we don't make fun of your short penis so don't go calling people names. IE if you don't like it ready the first sentence above.

Anonymous said...

hello i worked for almost 4 years and i would like to agree with some of the customers. as a revenue driven company as comcast is ...it does not take care of their employees, who by the way works directly with the customers. lets start with those poor installers/tech...that have to crawl in dirty hot attics, climb poles while endangering their lives, work crazy hours and they only get paid maybe 11 per hour...while the thousands of vp they have that dont do anything but sit around trying to figure out how to make more money ...by any means necessary (ignoring the customers concerns, buying already poorly ran bad named small companies and under paying and not giving a dam how their employees feel). i worked as a customer service account executive who took calls all day for bill, video repair, sales , everything. i was so tried of techs not showing up at customers house, services being out all the time and when customer ask to speak with a supervisor that where right there but we were not allowed to get them on the phone cause they were to busy trying find a reason to get you fired. i will say this ...comcast overall is an ok company i hear but in orlando it sucks. i was an adelphia employee ..i loved adelphia ...it was very family friendly and care so much for their employees. when the sale for adelphia was pending we prayed it was purchased by time warner. i hear they are great to work for and their customer's are very happy. i think the ceo needs to sit in the customer service seat sometimes and listen him/herself and see what the customers are saying. cause comcast doesnt invest enough in retention all they want to do is get the business but not maintain it. the same way the treat the employees. i beleive in my heart that comcast needs union support for the employees and the customers. ....cause they are very greedy and heartless. if you are reading this please tell everyone you know not to apply for comcast because comcast is for comcast and they dont care about you. and i for the cusotmers...i hate satellite companies but i would much rather deal with them than comcast ...do not do it!!!!

Anonymous said...

comcast dont care about their customers and they absolutely dont give a darn about the employee which does makes a recipe for faliure so with unhappy customers and employees ...comcast will definitely die!!! oh by the way i work for comcast in orlando at the occ. and it was so much better when it was adelphia. comcast need to be more selective when promoting management. I did not think being a friend of a friend makes you more qualified than a person with ambitious ,knowledge, loyalty and experience but what do i know i only worked the company 12 years. i know several great sales people are looking for employment esle where and i wish them much luck!!!

whats up adelphia alumni so cal west hall of fame baby!!!

Anonymous said...

I work for Comcast and have for 8 years and still get treated as if im new. Honestly its a terrible place to work for in the area I'm in. This is not the case in other states however, in some areas its actually a wonderful company to work for. I am what is called a Network CT4 which means I should be working on the distribution system, but sadly this is not the case. I am forced to do new hire work, installs, every day. They only promote people they like, its got nothing to do with your credentials. I have seen several low level people become supervisors magically because they go in a managers office everyday and act like they are best buds. This is simply wrong, as your supposed to be hired based on your skills, not if your someones friend. I am currently looking for another company to work for thats for sure.

Anonymous said...

My wife isn't always right; my best friends are not always right; my brother isn't always right and, as much as I hate to admit it, I am not always right. So, why, in the name of everything that's supposedly sacrosanct in the field of business, should anyone assume the customer is always right? What about that customer who is bigoted, abusive, and rude? What about the customer who has the heart of a thief, attempting to take advantage at every turn?

Dealing with customers is often like dealing with children. They will see how far they can push the limit.

Consumers often criticize companies for poor service, poor workmanship, or just being sleazy. But despite conventional wisdom, the customer isn’t always right. Sometimes the consumer is right, sometimes the company is right, and sometimes the answer falls somewhere in between.

Anonymous said...

Comcast and every company out there like them should die. They treat the consumer like cattle, and their services are atrocious and misleading.

The employees here saying we should stop being pushy because it takes the "nice" out of them are part of the problem too. Comcast customer's are so fed up with idiot, untrained, poorly educated customer service reps and lousy services that the only two options left to the consumer is to vent at the worthless reps and chance service providers. Which is exactly what I did.

I now make it a point to bad mouth comcast to every person I find who mentions tv/cable services, just so they don't have to go through the 4 years of terrible service and hell I went through when I was a Comcast customer.

I hope you go belly up Comcast!

88 said...

I used to be a contractor for Comcast. When the workload doubled or tripled and the pay was halved or quartered, I got out. There is no way a sane person can do that kind of job for so little and stay sane. My collection of expensive job-specific cable tools and equipment are sitting on the shelf in my garage, waiting for the chance that something may change one day. Maybe a rebuild will come my way and I can make some money again for a change.

To the person who said: "Go work for Comcast if you want to make a difference."

Wow. Funny thing: Comcast doesn't hire qualified people. I was an installer, lineman, system tech, sweep tech and general contractor for Comcast, Adelphia, Charter and several other companies over the last 10 years and they will not TOUCH me as a potential employee. I've tried. My field knowledge vastly outstrips anything that any of the office-jailed goons know, yet they get paid big bucks to sit around making mistakes all day long. I highly doubt I'd be able to make any difference whatsoever even if I did work for Comcast with their draconian measures against decent workloads and their pay scale. From what I've seen, the only thing Comcast management cares about is whether or not they meet their project deadlines, how things look on paper and how much production can be done in the shortest amount of time, regardless of the potential cost or effect on their system in the long run.

Fly-by-night contractors with 30-40 year old beat-ass bucket trucks come into a project looking to make quick cash and end up ruining the system they work on. Some of them do the worst work I've ever seen, then get paid their full amount and are allowed to leave town before QC even has a chance to look at their work. Often times, QC is done MONTHS after a contractor has left, if at all. The solution: another contractor gets paid to come in, identify problem areas and fix the problems that never should have taken place in the first place. The work gets done twice when it could have been done ONCE if it were done properly to begin with. Yes, a retainer is often kept for contractors but when they get paid 10-20 times the retainer cost, they often just leave and don't look back.

I've seen guys come into projects from out of state with nothing but toolbags in their hands and a Geo Metro to drive, go to work and within a month, have purchased a full size truck, 5th wheel trailer and a spot in an RV park to live in while they make as much as they can as fast as they can. Then they drive home in their new truck and sell the 5th wheel. It's completely insane to consider how much Comcast pays for some work and how little they pay for other work, given the circumstances and labor involved. Some guys break their backs and wear themselves to the bone working for $200 a day splicing while others sit inside their van watching a digital signal spectrum analyzer and make $10,000 a day. I've personally developed carpal tunnel syndrome in both hands from twisting together cable fittings all day.

I've seen so much WASTE, senseless service calls, senseless project design, outages due to poor work and ZERO QC effort that it boggles my mind to this day. I've seen splicers throw brand-new $2000 FNB's (C-Cor Flexnet Bridger amplifiers, for those not in the know) out of their bucket because they had a bad day. It simply goes into the trash and Comcast loses another inventory tickmark. I went through the trash dumpster once at a project I was working on and retrieved over a dozen $800 C-Cor LE amplifiers in perfect working order...they were simply taken out of temporary use somewhere in the field. Whoever took them out of service didn't want to strip the fittings off of them. I've seen BOXES and BOXES of mainline trunk and feeder cable fittings (some costing between $8 and $20 EACH), taps and splitters (generally costing between $28 and $150 each) and other moisture-sensitive equipment sit in the back of uncovered bucket trucks, getting ruined by rain and dirt. They too, get tossed into the trash bin when nobody's looking. Or they go to a recycler, where top dollar is paid for the scrap aluminum. I've seen guys get fired for shoddy workmanship, empty their bucket truck out into their personal vehicle at the back of the yard where nobody sees, take it all home and sell Comcast's inventory to a reseller who sells it straight back to Comcast at a profit. I'm not talking about a couple of cardboard boxes worth, I'm talking several pallets worth, all wrapped in Saran Wrap.

I've seen guys hoard equipment in their truck to the degree that not ONE other person on a project has anything to work with...yet they keep it like a miser sitting on a treasure chest, peeling apart his 2-ply toilet paper to make two rolls out of. If it's something that one guy can use to make himself a buck, he's going to keep it hidden or use it for himself until it's gone...and not offer to distribute anything to the other guys he works with. Once I was assigned a new truck and found over $25,000 worth of pads and EQ's in it. Not one other person on that project for at least two months prior had enough pads and EQ's to properly set up the equipment they were installing.

The level of insanity in this business is VERY high. I'm glad I got out, but I mourn the loss of a business that paid so well and let a guy work outdoors by himself as he wanted to.

Anonymous said...

well where do i start.. i am and have been a employee of comcast for over eight years. and can agree with almost every post i have seen on here. i now for a fact that comcast doesn't have any concern with keeping up with promises they try to make. they go by the slogan "think customer first" but we all know thats a LOAD! its think company first no doubt! and everyone can see this by the way they are treated! comcast is in too much of a hurry to come out with new products than making the ones they have a good and reliable product. alot of us techs out there bring up our concerns and frustrations in our weekly meetings about things that are not working and up to par and all of our thoughts and ideas to fix things fall on def ears!! its not to hard to believe things are the way they are because look at any huge company....
the bigger they are the less they care! all i can say is dont get your hopes up for any huge change any time soon....

:(

get $90 off your bill !!! said...

http://consumerist.com/385025/how-to-get-90-off-your-comcast-bill

Reader Matthew just cut his Comcast bill in half with a single phone call. He received a flier from one of Comcast's competitors that boasted a much better price than the $175 per month he was paying. When he called Comcast and told them about the better rate, he was swiftly transferred to "customer retention" which must be a place of magical wonderment because by the time he got off the phone his Comcast bill had been reduced by $90. How did he do it? His letter, inside...

While we all love to hate Comcast (and boy have I had my issues with them), I'd like to give them kudos for having a responsive and effective customer retention department (at least for Chicagoland).

I came home today, and found a RCN cable flier hanging on my door. Long and short of it was that they're offering my Comcast-equivalent level of digital cable for $35/month and high-speed internet for $35/month for new customers for the first 12 months.

I called up Comcast's 1-800 number and explained the flier and I was thinking of switching to the guy I got on the phone. He told me that Comcast definitely wants to keep me as a customer, and could I please hold while he transfers me to "Customer Retention."

After about 30 seconds, an extremely polite woman named Shelia comes on the line. We reviewed my account (I have their digital silver package, with 3 DVRs/outlets, and basic high-speed residential internet). Prior to tonight my monthly bill was touching $175/month after taxes.

After about 5 minutes of playing around with the computer she got me a 12 month deal for my current services and boxes for about $86.44/month AFTER tax for cable, internet, and DVRs. No contract extension, no hassle, just an honest attempt at giving a good customer a fair deal.

When I called I expected to have to fight and bitch and moan to get to about $125/month after taxes; imagine my complete surprise when I didn't have to fight, the CSR actively worked WITH me to get to a number I could live with, and did it while treating me with respect, courtesy, and acknowledging that they were asking for my money, and I had a right to get the best deal I could. At the end of the call, I asked to speak to her supervisor to tell him what a great job she had done, and that she had easily kept me and my wife as customers...and he seemed genuinely happy to hear it.

God knows Comcast has their problems, but every once in a while I interact with a person there that really does get it, and makes sure that I, as their customer, gets a fair shake. Even beyond saving me almost $100/month, the way she treated me has earned them a great deal of good-will from me.

Comcast should look to CSRs like Shirley, because it's the Shirley's of their workforce that will help turn them around.

Congrats, Matthew. It's nice, albeit strange, to hear something good about Comcast. We believe that if Comcast can make someone happy then anything must be possible. Maybe there can be peace in the Middle East and maybe that Manson guy just needed a hug. It's amazing how saving $90 per month can turn your frown upside down. Hopefully when your bill actually arrives it still reflects Shirley's magic. We'll keep our fingers crossed.

Penelope said...

Well I work for comcast as well and I honestly do believe that we as CSR's do the best job that we can. Its not that we cant and dont care about your issues and problems its just that we work with what we're given. We understand that you are tire of the weekly outages but to be honest our supervisors and management dont give us any ETA's and you guys call in requesting them and when u get one thats made up u get all mad and pissed off and want to speak to a supervisor and all they're going to do is feed u the same bull but with more apologizes. SO basically if u want better service ur best bet is to go somewhere else. Also, its notyour fault that u recieve poor customer service but they work us like slaves and dont eve like when we get up to go to the bathroom. I personally have yet to recieve a check with all the hours I have worked. SO my attitude towards u guys and ur nagging is GET OVER IT!!!

Anonymous said...

i work for camcast and i can tell my callers what the truth is. there is a BIG situation going on in comcast. since there is a bad economic stuck on comming, comcast has forced its employees to over exploid its services using ALL OF ITS CUSTOMERS.

if i could upload pics in this page id show you, how bad it is... every single day we need to fill in a form in which you put if you offered the product or not and if not why not. i am internet tech support but i am being FORCED to sell something i dont know how to deal with "CDV" Comcast Digital Voice (the comcast phone). not only we are being forced to sell and not get anything from it, comcast makes us compromise how many sales we are going to make a week, and if you dont meet what you compromise YOURE FIRED. internet tech support agents are supposed to sell "2 phones a day"

another thing is that comcast is outsorcing its customer service reps. every month i see at least 40 new agents and out of that 30 quit within 1 week, and the rest quit later on for various reasons. in my case ive been working for comcast for 1 year and 3 months and... in all this time ive never seen a raise in my paycheck nor have received the necesary tools so i can better assist my customers.

if anybody has a job for me (work through the internet) ill be glad to accept your offer

Anonymous said...

um, since when did "employee confessions" become a blog post about how crappy comcast's service is? hence the name that includes the word "employee". also, to the freaks that worry about dying because their phone service went out, check out the e911 clause on the back of your work order when you sign up for phone services. you signed the work order saying you read it right?

i love working for comcast and i love their cable/internet/telephone and i'm not ashamed to say it!

Tech#8374 said...

I did post my complain here on 20th April 08 and email to comcast regarding issue, i would like to say thank you, i am not sure if they read here or my email, but they did take my complain. Thank you Once again i can have peace of mind now.

Anonymous said...

I work for a subcontracted company that helps comcast. The things ive been told by people over the phone that comcast employees have been rude, or dont want to help them, or tell them thats the way service is and they have to deal with it. Its crazy!!! People always tell us they would rather contact us directly then deal with 1800comcast, not only because were faster at answering our phones but we either get their sevice fixed or pinpoint the problem and get the ball rolling for them. Comcast needs to totally revamp there CSR staff. Get rid of the phone system for 1800comcast. The 1800comcast number will 9 times out of 10 will not get you a local number it will get you 1 of a thousand call centers and possibly not in america. Thats right comcast has outsourced some of there callcenters to mexico, bahamas, india, also canada. They needs to centeralize the phone system to 1 building with americans working their. And get rid of subcontractors who dont care. Subcontractors for the most part are only allowed to check things in the house they are paid by the job thats why most of the time they are in a rush to get in and get out. When they detect a problem with the signal from outside they suppose to request a maintence crew to come and adjust/check signal strength. 90% of the time they dont request from my understanding they wont get paid for the job if they do. Im not sure if that true or not but from what ive seen I wouldnt doubt it. CSR need to put notes for every call and/or every request a cust asked that possibly can be done. Ive ran across several times a cust has asked for something or the CSR has said they would put notes in the account and havent. It all points to three things with comcast 1. 1800comcast needs centeralized to 1 buidling with nothing but CSR reps to help in any area. 2.Subcontractors need trained in every aspect, from the road to inside the home, and be allowed to fix at pole and inside home. and last and most important 3. CSR they need to pretend to care,note the account, look at everything on account. Ive ran across reps giving people inproper channels lineups or telling them they should have a channel that is saying not auth/will be aval shortly when they arent suppose to get it w/their package. Ya, customers are gonna yell you would yell too if had the same issues. Here is a hint of advise, Let the cust vent dont interupt usually they relize they're yelling and will calm down. Ill be honest im glad I dont have comcast. If comcast could fix those three areas, It would resolve 80% of all the problems they have.

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