Sunday, March 2, 2008

Employee Confessions

501 comments:

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Anonymous said...

I also worked for Comcast as a CSR (customer service rep)
If the public knew what was going on in the lives of the agent your speaking to you might stop screaming.
(just for a moment)
We work with about 4-6 databases that never work ...meaning they are slow ,freeze up,or in between leaving you to wonder if that appointment you just made for Mr Customer really went through or not.Because of ATT and AHT we dont have time to check as we will be written up because we took longer that 6 mins to correct your issue.
Please excuse me if I don't want to hear 20 minutes of useless sappy "poor me" stories you all have as I need to get this call done and get on to the next one.
Also the next time you call saying something stupid like " yes I am a customer of Comcast" damn we know that A-HOLE stop saying it.
Another thing ...try please try to remember you phone number or have a clue as to the account number because you taking up my time when you make me try 4-6 times to pull it up under let me guess YOUR CELL PHONE NUMBER.
Yes Comcast makes you put in your phone number at the beginning of the call but that doesn't mean I have that information .Remember MY database doesn't work.
So when i ask you for it stop getting pissed off and say I already put that in.
All agents are not the same so if you called in last week I MAY or MAY not know that.
The last agent probably didn't have time to add notes.REMEMBER MY DATA BASE DOESN'T WORK,and the next call came in before i could put notes in.
MY point is just stop and think that we have stuff going on in the office that you may not see or hear or know about that might cause us to be awwwww humans.ONE DAY YOU SISTER OR COUSIN OR NEIGHBOR OR MOTHER OR BROTHER just might have to work as a CSR and think about how you would want them to be treated.I don't sit on the bord of directors and have no power to do anything but pull up your account and tell you as much as i can see in 6 mins. or less.
I also have a heart and want to help you but if you are a AHOLE I have stopped caring about you.

Ken From Bristol said...

Tellya with me the problems started about two years after Comcast took over from the old company (that ran it in Bristol) and then in one year I swear I made more calls to comcast than I made in the previous 22 years combined!
Anyway eventually (I think it was after the 6th visit to check my cable box) I got the big boss (that was in charge of the whole area) to come out and see what the problem was,and man from what I learned from him over the next year and a half really opened my eyes.
Among other things he told me that most of the CSR people comcast hires get just few hours of parrot training and that all of them burn out after a few months on the job so they do not give JACK $&#@ about the customer!
In fact he ended up giving me his own card and telling me to call him directly because he told me flat out that it was just a waste of time to call the CSR again!
BTW it turned out that this guy was a holdover from the old company (that comcast took over), which explained why it took about two years before the #%$@ Hit the Fan (as they still had some people working for them that knew what the hell they were doing)?

Anonymous said...

National labor board should be reading this shit…


NO doubt. About it… the managers, from mid-level to upper level, are cruising beyond the edge of reality with the latest broadcast emails.

Yes, the databases are corrupt, hardly work, and the expectation is that a CSR will use at least three of them all the time so that they meet the “expectations and standards” of the PACE program to advance up the ladder, even when the tools (databases and GUI’s over the DB’s) do not work.

The latest “upgrade and revision” on a major customer database requires a longer “download and installation due to purging old codes” (and dead end spaghetti development)…

SO the mangers of the IS department send out a broadcast email to managers to have the HOURLY employees show up early to have the database download take place so the HOURLY employees can get logged into the phones to support customers on time according to their schedules.

NOT one mention of over time pay, just an expectation to show up on their own time to down load the newest incarnation of a corrupt database that may take an extra fifteen minutes to get up and running.

That my friends is the mindset of a corporation that runs a fucking sweat shop and looking for a class action law suit like the one that hit T-Mobile for the same disregard about employee rights to pay for the employers fucked up databases and requests to work as an hourly employee without compensation. To insure you get to work on time and don’t get written up.

Yeah…. That request is illegal by the employers agent in the mid level IS supervisory request. And Yes that email can be produced by hundreds of employees…

A union shop would never allow that kind of bullshit to transpire.

Oh yeah… everyone that says get a new job or find a new provider of services: good fucking luck on that one. Comcast is borderline monopoly with it’s policy and bundles…just a matter of time till it hits home…

Like M$FT found out…

It’s time for Union organization in the ranks at Comcast. (yeah the Supervisors have the slackest piece of cake jobs ever at the call centers, and most (more than 80% I think) of the Supervisors never worked the call center as a rep taking calls and were grand fathered in when Comcast bought out the local providers.

(and thanks for the repost of my earlier post who ever did that)

Anonymous said...

Did you know that the Supervisor teams at Comcast have been trained, and have a handbook, about how to keep Unions out and how to kill Union Organization?

Yes indeed… customer first and all that too.

Ken From Bristol said...

Under this screwedup Bush Administration I would not be surprised to learn that the NLB was outscourced to India or China years ago?
Frankly Anonymous I think that the Only Thing comcast understands is when a customer drops them (and the $$$ stops coming in)?
In fact I srongly suspect that the only reason anything got done in my area had more to do with rapidly falling profit margins, as things finally started getting fixed in a reasonable amount of time as more and more satelite dishs started appearing on the sides and roofs of more and more former comcast customers!

Anonymous said...

Comcast's leadership in South Florida sucks

mac said...

I have been trying to get com cast to install cable and it took them 2 weeks to find out that cable was even in the zip code 77532 I sent an E-mail to board of directors today and haven`t heard from them also sent complaint to customer service and received an E-mail telling me that they would contact me in 2 -3 Hours and it has been 6 hours now no phone call this for an 79 year old woman that is lonesom and neads to have TV and phone
mac

Anonymous said...

Why does the west philadelphia comcast call center keep sending the CAEs home early? I mean the
1st day or so was great, but now i'm concerned. Is this a sign of a layoff?? Please help with any insight....

Anonymous said...

Dear disgruntled customer,
We, as customer service agents do not give two shits about helping you once you start telling us what shit bags we are. We aren't corporate, you idiots. Telling us how badly 'our' company needs to change is not going to do one shit stick of good. Just allow us to do our job. If you hate our service so much, then switch to a different one. good god, it's not hard to figure that one out.

www.jobvent.com said...

Here's another website to vent about Comcast:

www.jobvent.com

The more employees that post there, the more the word about the working conditions we have to deal with will be made known!

Anonymous said...

I work for Comcast, or should I say the 'client'.

Personally I work for a company that is supported by Comcast and other huge companies as well for this type of customer service.

And this center is one of the bulk of where many calls from the eastern side of the states is going.

So many of you wonder, what's the deal? Why is alot of agents bitter, or even sometimes rude! Simply put, lack of job satisfaction. Because we don't directly work for Comcast, we don't get the benefits that Comcast provides. Alot of agents are pressured by demands set by the 'client'.

So here's a little hint on what's going on, on the inside.

- Comcast is aware of hold times, so agents must refresh customers after 1 minute on hold, they are buzzed if not, not all agents abide to this rule.
- Comcast Digital Voice is a service I was never quite satisfied with. It's a disappointing service that can cost lives, also, we can't really troubleshoot many of the issues for phone, we can either create a ticket or roll out a technician, that's about the majority of it. We can add new features and all, but we are simply not allowed to troubleshoot this service.
- modem dies, phone dies, simple as that.
- good news is, we can usually get a tech out there the next day, but still, sometimes that don't meet customer satisfaction.
- Our quality is affected by our sales, if we don't offer a sale, this could actually lead to termination. My ex girlfriend was fired for not attempting to sale CDV.
- Handle times affect our job quality, it is our job to reach out to the customer, but we're looking at an average of 10 minutes per call, so alot of agents feel rushed.
- We have to use a ticket type program, that's great for new agents, but more experienced agents got to go through the same troubleshooting questions over and over, even if we have the job down path, it's a client demand.
- Notes have to be made on three separate programs, it's a client demand.
- Many experienced agents have to clean up the mess less experienced agents create. Honestly, this company is also designed unfairly, they hire people off the streets and give them better positions than ones working for some time, almost like an advertisement trick.
- Alot of agents just don't care, they can hang up on customers, be rude to customers, and simply just do the worst, they probably will get fired, but these are kids from highschool that really don't care about that.
- The entire building I work at is full of negativity and I can understand why. We work just barely above minimum wage and the longer you are there, the more they will try and remove you because of being overpaid.
- Training is two weeks, and it's impossible for us to really just learn the entire work of this job. Many of us are provided support from people in a chatroom and people on the floor, which could sometimes have 5 to 10 minute wait time, so both agent and customer is waiting because our support is sometimes in it's own que.


So for any of you who are customers, I can understand your frustration. But you can't to really keep an open mind set that the system is not perfect. I am a well experienced agent who tries my best, but I've had customers who could not trust me, because of previous dealings with comcast. It's stressful. But that's just reality.

If you take it from everything I said up there, Comcast does demand alot for performance. Many of us agents are also trying hard, some, not so hard. And customers are frustrated, sometimes don't understand.

But you just gotta call in with the mind state that the process just aint perfect. That's it. It's the reality of things.

If there is anything I truely dislike, it's how comcast forces agents to sell a phone service that aint that reliable because it's voip.

Anyways, hope that answers some of your questions.

Anonymous said...

i work for comcast on customer service and i have to say that its very sad bc the only thing that matter is 1st send tech and charge u the protection plan or 24.95 for the trip of tech 2nd the time on the call i mean there is pressure from above to spend less seconds on a call than provide customer satisfaction and dont ask for a .supervisor because they will be only agents that provide support on the floor.

Anonymous said...

No one is asking about how to get fair treatment anymore, and the unionization battle has supervisors and management trying to calm the herd before the slaughter occurs.

Across the country in Comcast call centers, the CSR agents are being asked to “volunteer” for going home early from their scheduled work shift.

Comcast wants to lower the number of CSR agents handling the phones to the required levels of Federal regulation perhaps? Instead of quality service they want to edge back from the upper levels of customer service to meet that standard. (Would that standard be 75% or 70% overall for meeting requirements on call answers?)

I’d guess that Comcast is getting ready to lay off some people based on their actions.

If you’re good at sales on the phone when you should be trying to solve problems you’ll be ok. If not, get ready for the lay off.


Get ready for even worse customer service and long hold times.

Anonymous said...

Wow I just read a lot of blogs regarding Comcast..I have Comcast for 5 years and cable for 15 years before that.And I have to say Comcast is the best company out there bar none. never had a issue with the service once in a while it goes out but then my electric service goes out more often. People love to complain but the unfortunate truth is most of the time customers bring on the problems themselves.

So wake up and switch to satellite. then see how much you love cable when you call them 2 years later to sign back up.By the way the splitter and twist on connectors you all love to use and rewire your homes with,IS YOUR PROBLEM not your cable companies problem. those gold splitters you used and rca cable you bought at wal mart arent worth a penny. So before you complain do some investigating and dont blame others for your mistakes.

Anonymous said...

I've come to the conclusion that this company is not very good at hiring all the right people and this is screwing them, and I dont know if they care. I do have to say I did just FINALLY have a confident tech come fix my service problem and he worked with me on the time to come since I had obligations made for today prior to my service not working. Is there actually a way to inform comcast of their exceptional employees or do they just not care?

Anonymous said...

I work for comcast as a well-trained inhouse technician. I have been with them for about a year and a half. Believe it or not... things are getting better at comcast. They are training employees better and we are slowly getting rid of contractors. Many internet problems are caused by customer's routers. Please understand how to work your router before calling in to create a trouble call. 75 percent of trouble calls I roll on are customer problems. Usually customer wiring, splitters ran backwards, bad tvs... etc. Before bashing comcast over and over you need to understand that we waste most of our time fixed things that customer screwed up. I take pride in my job,company, and customers. Things are changing for the better. Stop complaining for a minute and watch for a difference... you will see it.

cancel comcast now! said...

Let's ask ourselves one question:

Why does Comcast hire a Public Relations Firm to pose as satisfied Customers and Employees on websites such as this?

It's very apparent they haven't changed one iota and are still up to their old tricks such as "Astroturfing". It's all so pathetic.

Orlando Call center Rep said...

You know it's interesting seeing some of the frustrations that some of you people have, and I read through I don't know about 100 different post, and I'd say only a handfull of people have valid complaints.

I'll be honest there isn't many places I have been satisfied working, and I can't say everyday I am satisfied working for comcast, but I can say this.

The starting pay is decent, the time off is great, If I really wanted to I could slack off and do just about nothing and get paid for it. That's what about 75% of the Orlando call center does, because they are there just to get the paycheck. Now this doesn't make them bad people, because they still know somewhat how to do there job and i'd say solve most peoples problems.

I agree with if customers call in and are rude and cursing right off the bat, I usually go into defensive mode and take it personal, and may not give 100%. Days where you can call in to a company and kick and scream and get whatever you want are pretty much over. I tolerate none of this in a professional manner and appropriately. I warn my customers that if they continue I will not help, and even put them on 2min holds to give them a time out.

I can't say that I am happy with the pay I receive when I do more work than 90% of my co-workers who get paid almost exactly the same as me if not more.

Our hands are tied sometimes and really customers do need to work with us sometimes in resolving issues, even if it means having down time, or having to make an extra call or 2 to make sure there technician is schedule, or requesting a lead or supervisor technician come out, or requesting to speak to a lead or supervisor to do the troubleshooting AFTER trying with the agent they were speaking with. If you get someone who won't help you, call back.

Remember call centers staff according to trends and peak times, and also for budget, so don't call in at 5:30 in the afternoon when everyone is getting off work and expect us to pick up in 10 seconds.

Also remember that comcast has over 40 MILLION customers. It's also man made, we are bound to have issues with the service. Every major company does have such issues. The only thing you can really do is stay on top of it, be courteous. Only in a fantasy world can something man made be 100% all the time.

I myself have been thro issues with companies that were on going and ridiculous but if you stay on top of it, it wil get better.

I don't agree with most things comcast does, but they really do try and make things right, and are trying to improve. The focus of our call center right now is on call quality. Not handle time.

Comcast offers lots of time off, and does have a decent attendance policy with minor things i dont agree with, but my fav thing about the job is all the time off we get.

also understand some people are just never satisfied, i myself see it everyday, when comcast does do something for customers or employees, and start showing they care, they just get even more upset

so please understand that this technology is man made, it does fail, and sometimes it fails miserably. Also remember we are human and subject to human personalities and traits and with comcast being so big and staffing needs sometimes it can't always hire the best candidates, i myself learned absolutely nothing in my 4 week training when I was hired, however some of my colleagues learned how to use a computer completely in training.


Comcast does have priorities and I am not sure in which order they go, but one is revenue and money, the others are employees, and customer satisfaction, as well as rolling out new technology, and our business is a fast paced business, we'd like to perfect things before rolling them out and making new things, but comcast also has to compete with other companies to stay ahead.


So my advice for fellow employees. If you are unhappy, voice your opinions, but don't just come up with negative feedback, come up with ideas on how to resolve the situation but don't make it all about you, make it about the company, pitch your idea, sell it, if it only benefits you, it will probably get shot done, but if you compromise and it benefits the company you will be taken seriously, however its a corporate, things take time. Don't expect change over night. If you are truly that unhappy, find something you are happy doing.

I am unhappy that I am getting paid the same amount as people who do way less work then me, and I am currently looking into ways of fixing it and riding it out. I voice my opinion as often as possible without becoming a nagger.

I also keep an eye on fellow employees, making sure they are acting responsibly and not making my job harder but making me fix their messes.

In a perfect world, I'd only talk to 15-20 people a day, we'd be on first name basis, everyone would be happy, id follow up with them a week later to make sure everything is peachy, and id get paid tons of money

too bad this isnt cost effective and is a fantasy

also keep in mind the type of people we deal with from day to day, ppl who are drunk, pissed off, dont know how to even turn a computer on, blame everything on us, curse us out and then realize they have DISH and embarq, and NOT comcast.

To customers i say this as well, have understanding, be kind to ur fellow man, take the extra time to follw up with ur service, be thorough, understand we do things for a reason, we DONT expect u to pay for down time, but we do need u to ask for compensation. Be direct, dont tell us a 15min sob story, and then expect us to know what u want exactly, just tell us

PLEASE just tell us what u want and we will tell u wether or not we can do it.

If you don't want to troubleshoot, you don't want credit, you don't want a tech out, and you don't want an apology, then understand we dont have magic wands, and it may be time for you to look elsewhere for service

if nothing else is available in ur area, then u need to just tough it out. make as many phone calls as you have to, be so nice we cant help but want to do something for u, even if u have to call in over and over again, we are eventually going to get tired of it, and do everything we can to fix your problem.

also keep in mind, when we say our first available appointment is 3 days out, its because other ppl are having the same issues as u, and no ur not more important then them AND YES WE KNOW, 90% of our customers now do work from home, and NO we arent going to pay u for ur time or loss revenue, sorry but its jusst not gonna happen

and yes there are customers who have been royally screwed by comcast, and really all we can do is keep trying til we get it right, or u cancel

When u call in, if u want someone to care wether or not u cancel, speak to retention, they might give u some special rates

if u want ur problem fixed, call technical support, and be nice because honestly if ur rude, we could care less if u threaten to cancel, because we know you aren't going to, otherwise u wouldnt be talking to us, we just want u to shut up so we can tell u how to fix the problem.

stop caling us for every little thing, so u cant watch americal idol tonight, get a life, so one website is slow, so the @ symbol isnt working on ur keyboard

oh my ur power is out in ur house and u cant access ur e-mail, CALL THE ELECTRIC COMPANY dipshits

no we can't fix ur xbox

stop downloading porn and getting viruses, and expecting us to fix them

if u dont know how to put a URL in ur web browser, call ur grandson to help u, not us, go take some lessons at ur library. Don't buy a brand new computer, and high speed internet, if youve never had either before.

anyways I hope this information helps some employees and customers getting their issues resolved, and really if comcast has done u so wrong, it may be time to explore other avenues, I rarely meet or talk to people who don't have DSL or satellite in there area, and u know what, comcast has millions of customers who have never even called in, because they are that satisfied with there service

im not saying comcast is perfect, far from it, in fact our favorite sayings are think comcast first, and "if it makes sense, it aint comcast"

but at the end of the day, comcast is a decent company, it does try, they do care to an extent, it does have its flaws, but really some people are ridiculous.

We get our lives threatened because people can't watch American Idol, or download porn when they want to. Some people have valid concerns, a lot do not!!!! If you are to the point of being boiling mad, or in tears because of your service, then u need psychiatric help.

yes our phone service is new, and yes it is not the wisest decision, but it is cost effective, for those who get good use out of it, and could really live without it if it werent there

if you are ill, and need your phone to be reliable, stick with what you have, or find something that is. I personally dont even have a home telephone, but i understand peoples need for it to be reliable.

in summary

Employees speak up, stop being lazy and expecting everything to come to you, get creative, police yourselves

Customers - kill with kindness, profanity and rudeness and threats, only sets u back, if you really want comcast, and really want ur service on right, be understanding, and be prepared to spend a lot of time following up, and talking to different people if u have to. be direct, and make sure you are calling for the right reasons if all else fails, find a service that will treat u right, if u cant, find a way to cope, i may or may not check up on this but if anyone has any questions just post and ill try to get back to you

Anonymous said...

Why not break down these complaints in the parts of this country...with over 100,000 employees servicing Customers NATIONWIDE: 24.7 million cable customers, 14.1 million high-speed Internet customers, and 5.2 million voice customers...WOW!!! WITH 24.7 MILLION=24,700,000 DIFFERENT ACCOUNTS>>> AND ONLY ALMOST 800 COMPLAINTS.that is only 1of31000.. YOU ARE BOUND TO HAVE A DISATISFIED CUSTOMER IN ANY BUSINESS. NOW back to looking at the areas that are getting the com-laints...I think that should be an important focus (so they can be adressed and improved) because those experiences are making the wonderful csrs out there that go the extra mile work double hard...p.s. Just imagine how many calls are made to comcast on a daily basis.

Anonymous said...

Pay your damn bills you whiny asses!!! Oh waaaaah i have no service because I dont pay my bill on time!!

Anonymous said...

Well now we know what the CSR slackers do instead of trying to fix problems.
BTW I have a better idea how about I don't pay my bill, switch to a dish, and you have to go out and get a Real Job and WORK for your money!

Anonymous said...

24.7 million Cable TV customers?
Gee I wonder how many of them were switched over because Comcast took over the cable company they had signed up with?
Betcha if they had a choice of going to another cable TV provider they would not have stayed with Comcast vry long?
BTW 800 is only the number who somehow found this blog, as only GOD and the top Executives at Comcast really know the number who have complained or who have simply given up and dropped Comcast and gone elsewhere!

cancel comcast now! said...

Let's ask ourselves one question:

Why does Comcast hire a Public Relations Firm to pose as satisfied Customers and Employees on websites such as this?

Instead of wasting time posting bullshit rhetoric here, why not get to work and solve some of these serious problems?

It's very apparent they haven't changed one iota and are still up to their old tricks such as "Astroturfing". It's all so pathetic.

Anonymous said...

You people need to get a life!
Spoiled rotten people you are!

GO UNION, GO IBEW NOW!!! said...

Don't bother posting your thoughts on www.jobvent.com. The website clearly has an agreement with Comcast as the ONLY posts that have not been removed recently are positive posts about the company. So much for freedom of speech.

Anonymous said...

COMCAST WOULD BE BETTER FOR THEIR CUSTOMERS IF THEY WERE BETTER TO THEIR EMPLOYEES, YOU HAVE ABOUT A 30%TURNOVER RATE AND THAT IS BECAUSE THEY GET RID OF SENIOR EXPERIENCED TECHNICIANS TO SAVE A COUPLE OF DOLLARS AN HOUR AND SCREW THE CUSTOMERS, THE EMPLOYEES ARE CURRENTLY TRYING TO UNIONIZE FOR THE SAME REASON THAT YOU ARE ON THIS WEBSITE WHICH IS COMCAST TREATS EVERYONE LIKE CRAP, SUPPORT THE COMCAST EMPLOYEES AND HELP FIX COMCAST, GO TO WWW.COMCASTWORKERS.COM AND CHECK OUT THE FORUM, THE CUSTOMERS AND EMPLOYEES DESERVE BETTER THAN WHAT COMCAST IS DOING TO BOTH OF US, THEY ARE THE WALLMART OF TELECOMMUNICATIONS AND ARE EQUALLY BAD FOR AMERICA

Anonymous said...

I am a Comcast technician who has only read a handful of these posts but is already finding it hard to imagine that a lot of this is true. I am absolutely not saying the customer's experiences haven't happened, it's just hard to believe. I as an employee have been treated wonderfully and no matter what level tech you are it is equal. The turnover rate is actually very low where I am in the NW and no 'senior' techs are being let go to save money. Back to the customers, I want to aplogize to all of you first of all and I understand it is very annoying to have to keep calling to get someone who knows what they're doing and can help you. Some of these situations I see it's hard to do any more after calling multiple times and not getting replies. I haven't seen any account numbers in my area as of yet but I know our system has rated Top 5 in the nation and it depends on the employees. It may be hard to find good employees but I can't believe there are this many bad eggs in there. Once again I am truly sorry and I urge you to contact higher up on the ladder if possible and take down names or numbers from who you've dealt with. If you do this I have no doubt that you will be taken care of, especially if it is a service related issue. Being a technician I know first hand it should only take one visit to get things fixed, of course there are some extreme circumstances (bad cable, outage, vandalism) that may take slightly longer to get completely fixed. But out here we seem to have very happy customers and employees. I hope all of you find resolutions to your problems and I hope I was able to help somebody out there. Thank you for reading.

Anonymous said...

Imagine what you want but remember the posts you are reading are from people who for one reason or another forced to remain with comcast.
Many others simply left comcast long ago and went back to AT&T/Verizon or to the dish (it is easy to count houses with a dish on them as they are now EVERYWHERE).
Heck if not for my next door tree problem I would have left comcast two years ago!

Anonymous said...

i work for a sub-contracting co. of comcast in central jersey and though i have some of my own grievences with comcast, i have to say most of you people are ridiculous with your complaints. like one of these guys said, you don't NEED cable. you sappy pricks have come to accustommed to having it that you think it should be free. what product these days isn't being jacked up in price? well, i have to run to my next install. one more thing to those ignorent customers (which isn't all of you, i have had the pleasure of plenty of great ones) it's going to hurt a lot when you fall from that pedistal.

JUDITH said...

OMG...!!! You customer simply dont get it i´m from a third party call center, and yes i know what ur thinking a rep who doesnt know "good" english i really dont care what customer are or what customers think abt comcast or abt the serv not anymore cuz when i try to help what happened i need a supervisor please...!!! do u really think a supervisor can hewlp u the only difference is the sup is not taken calls allday long he is just doing "administration taks" that´s all there is the migthy supervisor that is gonna help u please really cant u survive without cable or internet or phone for one day...???!!! READ A BOOK, SPENT TIME W UR FAMILY,MAKE SOME EXERCISE,GO TO THE PARK, GO AND CHAT W A FRIEND IF U HAVE ONE...!!! we are not animals or machines answering the phone and no we are NOT somemexican people pretending to be an usa resident a "GRINGO" yeah a gringo an "american" by the way we also are americans we live in central america ASSHLS at least we know how to enjoy life and at least we dont had students killing other just for the frustation of bulling... instead of putting more attention to the tv or the internet talk w ur family love them and let them know and stop being a pain in the behind for the reps we know not all of us are perfect but we are tring our best...and also we are in charge of the techs if they dont show up they are not gonna show up on time they will not showup all day resch ur appmnt i know all the customers are important and all situations are urgent but can u imagine if sent a tech for each customer...??? comeon the techs also not gonna be waiting 24/7 for u... after taking that outta my chest HAVE A GREAT DAY...!!!

JUDITH 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.



this is nothing but the pure true

JUDITH 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.



this is nothing but the pure true

Anonymous said...

High turnover would explain a lot.
I've had service at multiple locations with various names on the bills, Comcast owns the region now.

I had horrible trouble with AT&T, billed for other people's taxes, triple billed, contractors installing phone wires by opening a window and cutting the screen...

When I had new service installed at another location shortly after Comcast took over, I dreaded dealing with the usual piece-rate contractors. I was surprised to see a Comcast-labeled vehicle show up during the appointment window. For at least a year service was noticeably improved. This was also during a marketing campaign pointing out local employee hiring.

Things have deteriorated, if they've returned to outsourcing and contract techs, that'd imply it's back to the same level of service as AT&T.

I haven't seen a lot of new dishes appear or new dish sales offices canvassing the area. I suspect nothing locally will change unless that does again and revenues are affected. Venting at front-line employees won't really accomplish anything, for change you have to get corporate attention either through revenue impact or threat of regulation.

In the current governmental climate, the corporation is always right, so it's almost not worth fighting, at least not today.

Anonymous said...

It actually hurts my feelings that sites like this are out there on the web. I am an employee for Comcast, of course, and I can honestly say that we try our best to satisfy the customer. I can't speak for ALL of the call centers, but I know that in MY call center we definitely have the customer in mind with everything that we say or do. I always remain pleasant on the phone (even when customers are cursing at me and putting me down) and I try everything I can to resolve the issue. I think that the customers should try to put themselves in OUR shoes before they start going off the handle and calling us every name in the book. I will admit that some of the techs do not do their job the way they should and I admit that not every customer service rep on the phone is excited to help, but please give us a break. I wish you guys could only see the good that we do within our company...

Anonymous said...

Also, I am a CAE (customer account executive) and someone mentioned above that we do not care about the customers and that we only get a few hours of training. This is DEAD wrong. We are trained for close to 2 months before we are put on the phones and we try very hard to care about the customers, but it's difficult to do so when they are constantly screaming in your ear. If you guys would just calmly tell us your problem, then we would be more than happy to assist you =)

comcast must die!!! said...

Comcast! You disgust me with your constant lying, astro-turfing, and PR bullshit!

What kind of company hires people to monitor the internet and pretend they're happy employees or satisfied customers?

The public now knows the truth. You treat your customers like shit and your employees even worse as you trample anybody and everybody for the almighty dollar.

With all the MILLIONS and MILLIONS of DOLLARS the Roberts family has...you'd think they would interest in something other than squeezing the last penny out of every customer as well as the last drop of blood out of every employee!

Anonymous said...

I guess this is my own fault for not reading ALL of the posts here, but...did some of the employees express that they are unhappy? Of course there are some frustrations in the company, but that is with ANY job. I am more than happy working for Comcast because I know that I do my job and I have customers telling me every single day what a great job that I am doing. Of course it's a little disheartening to see sites like this with all of the frustrated customers and I apologize for the terrible experience that you guys have had...but honestly, we're not a terrible customer. For every angry customer, there's a happy one. For every dissatisfied customer, there is one that is beyond satisfied. Sure, we have a few bad apples (like any other company) and they seem to be spoiling it for the rest, which is just a shame.

Anonymous said...

well i work for comcast and this company screws ppl in the ass yea they pay my bills but thats it and i just work for a company that works for comcast and i like the company i work for just not the client comcast we charge out the ass for everything and our other stupid agents that i hate transfer ppl just cuz they are all lazy its stupid you just made the customer more mad then they were before i feel bad for those customers i dont feel bad for the ones who call and expect us to help them hook up there dvd player or help them with there xbox live duh call microsoft and then the real stupid ppl who dont know how to turn on there computer or cable box then call and bitch at us we are all just paid to sit on our asses and take your calls and we didnt intentionally fuck up your services you want to complain talk to corrporate offices dont ask for a supervisor cuz they arent supervisors they are agents who have been here longer than the rest of us and remember have a comcastic day

Anonymous said...

If you're messing around with their 1-800 number, here's a tip:

Repeatedly pound the '0' and '#' keys, and you'll go directly to a live operator who will direct you (or disconnect you, depending on how they feel that day) to the appropriate department immediately.

Anonymous said...

Frank Eliason

How many of you posters work for Frank? OR actually are in reality Frank himself?

I think that at least one or two of you pro-comcast posters are actual employees that are direct reports to Frank…but then again it’s all a conspiracy right… like no bandwidth throttling, bad customer relations…and no one actually hacked the DNS servers redirecting your website either…


Frank… give it up… your PR tactics aren’t going to help the situation at all considering that the upper management team lives in an Ivory tower and daddy giving the company to junior.

Contractual agreements with customers aren’t important to junior and his cronies… he should start doing tech ride along every week for a day, or manning the call center for a day… just to get a taste of what it’s like.

Maybe you and your team should man the phone lines for a 24 hour cycle Frank… and check out the call centers… disgruntled employees are not always fabricating the realities of working there…

Better yet… maybe those planned maintenance periods that mess up services for people should be circulated to the customers so that they have a clue instead of having to call in to be told that the situation is a planned outage on Comcast’s part… sure as hell isn’t on the customers part when they don’t know now is it?

While you’re at it Frank… the sucky services after a scheduled maintenance after modems go walledgarden or just lose sync might be better fixed with better maintenance programs that don’t fuck things up.


Suggest to Burke and junior that they need to man the call centers and do tech ride alongs and see how far up the flag pole you fly ok?

Anonymous said...

Hmmm...I work directly for Comcast and all i can say is Hmmm...you guys finally figured out a way to piss and moan to each other like you do to our Reps on the phones...This site is retarded and nothing will ever come of it. I liked the CSR that said "read a book". i got one better ""Read the damn manual that came with the piece of equipment YOU own""...It's not my job to come to your house every other week to tell you how to use your crap that YOU bought ( unless you wanna pay the truck-roll fee:) Too often I do professional installs and the customer doesn't know jack about what they are doing. Comcast has made numerous helpful tips for the customer (welcome kit, on-demand demos) and still i got to charge the dummy who doesn't know how to pay the bill or switch the input on his tv...911 calls????wow who here doesn't have a cell phone to call when service is interupted...you signed the workorder with the 99.9% guarantee that your services will work. The other .1%, my god everyone better call in and tell comcast they suck...How do you not know we may be upgrading, unscheduled maintenance, or even fixing a problem at the time....Once I had a customer bitch me out for no cable services when a damn tornado ripped up the utility poles were knocked down and he didn't even have power to the house! with no power, how the hell are you supposed to use our services anyways? Who needs 8 tvs hooked up? I have 2. Instead of a tv in every room try talking to your kids once in a while. The more tvs you have the more signal you lose at the house. And finally to vent on those who bug me the most: people who live in the hood:)....Get a clue and have proper ID and not some fake ass name, have the money ready, and just have your affairs in order. Technicians are not there to hold your hand and babysit you or your kids. Instead of a Comcast must die website, we should be having a boycott BET website...reason is: you welfare pothead creackheaded parents need to change the channel to noggin and not BET where your little 2yr. old girl learns to shake her ass instead of learning how to stay off drugs...I promise i will vent more in the future as I am happy to be a comcast employee and Comcast is COMCASTIC!

Anonymous said...

Hmmm... i'd tell ya that the internet will no longer be available thru comcast but then comcast would get about 40 million calls bitchin about what the fuck?...believe me it's TRUE...the local station is snowed on like a blizzard the next day and comcast again receives 22 million calls bitchin about tiling and still no internet and what the fuck?...believe me it's TRUE...next thing you know the phone will go out due to a gigantic tornado and Dick Head dies 'cuz he can't call 911 and his cell phone is in his pocket and his family is wondering what the fuck?...believe me it's TRUE...

I'm an 8-year service technician who has been kicked out of your house, yelled at on your lawn @ 8:22 A.M.in the morning, cussed out, damn near fighting with the dumbass, and why?...because you don't have your identification, you want services but have no money, you can't reset your own damn router (comcast charges a $19.99 truck-roll fee for gas dummy), it's not your fault, the radio shack cable in your house installed by Dick Head is no good, oh and your not even home when your appointment was scheduled meaning i've wasted gas again because now i have to make another trip,....you still want comcast right?

There are crazy people who should be put into psych wards that really think comcast is gonna give a shit about your problems....80 % of comcast trouble calls are because of ..wait for it..."poor customer education"....now that's TRUE...that right there is a comcast jeopardy fact which is a reason why comcast is so great to work for...which is why i've put up with this shit for 8-years....that's true....90% of my personal experiences with customers face-to-face have been great....

The customers gotta start using common sense here....stop being a Dick Head when they say things that are offensive like "i hope your family dies" when the fuckin' tv wont turn on (tornado knocked out utility poles), or threaten to kick your ass...and I'm the tech that comes to your home...fuck if i care about you mising your appointment....80% of them are Dick Head's fault anyways....I couldn't even imagine what Phone Reps put up with daily...

If you or Dick Head hate Comcast so much then go the fuck someplace else to get your shit for your house....I don't care because the next 9 houses i'm going to are courteous customers who just need some....wait for it.....CUSTOMER EDUCATION!

That and an 8-year Tech to put up with the bullshit.

Anonymous said...

I am here again, the pro-Comcast employee =) & I can say that I am NOT Frank, nor am I someone who works for Frank. To tell you the truth, I have no idea who Frank is! I just wanted to come on here and show that there are SOME of us that love working for this company and there are SOME of us that actually make an honest effort to help the customer, no matter what their problem is. It's a shame that I haven't had any of you on my line because I'd imagine that you wouldn't leave so disgruntled. Just give us a break, will you? Yes, I know there is a lot of frustration, but that can happen with ANY company. I was with a different ISP for years before joining Comcast and I had to call this other ISP every single day because my connection would never stay constant, so believe me...I know how you feel, but bashing us on a site like this isn't going to help.

comcast must die! said...

Comcast! You disgust me with your constant lying, astro-turfing, and PR bullshit!

What kind of company hires people to monitor the internet and pretend they're happy employees or satisfied customers?

The public now knows the truth. You treat your customers like shit and your employees even worse as you trample anybody and everybody for the almighty dollar.

With all the MILLIONS and MILLIONS of DOLLARS the Roberts family has...you'd think they would interest in something other than squeezing the last penny out of every customer as well as the last drop of blood out of every employee!

Anonymous said...

Hey Comcast CSR (aka Anonymous Coward)...

Suck it.

Comcast delivers "entertainment" and that's all, huh?

You've obviously have never had a job that requires online access.

I'll assume your office at comcast is a bomb crater camel dump hole with a crank-phone and a coffee mug that reads "I hate Mondays (and American Infidels)" so working online is understandably alien to you.

Considering that where you come from, masturbating to the rear end of goats is what passes for "entertainment" while we in the civilized world are doing REAL work. Men's work. We IMPROVE the world while you sit in the sand in your crusty sarong eating camel turds soaked in dog milk and try to rob people, like a common gypsy low-life scum.

If you actually ARE a member of the civilized world, and not a camel humping phone gypsy with a distrust for modern technology, then you should be ashamed of yourself, your parents should be ashamed of you, and your grandparents should vote to have you incarcerated to Gitmo for crimes against humanity. But they're probably just as ignorant as you are, so you'll probably just end up selling crack to pre-school kids.

If ANY of you cumcrust employees (gypsies) feel bad about the irate phone calls you get - good. You deserve to feel like a lump of discarded slime. I'll be happy to point out on GoogleEarth any number of bridges or tall buildings in your area that you can leap from. Try not to hit anybody on the way down.

Anonymous said...

BE advised:

Comcast has started their propaganda war by telling the reps to post what a wonderful place Comcast is and how hard they work and to try to stifle the reality of basement dwelling customer service.

Comcast is struggling to create a public relations blitz about how wonderful they are and how crappy their customers are…

If Comcast actually had a decent product that worked without blowing up every time they do “maintenance” then maybe they wouldn’t be classified as one of the worst company in the country for customer service.

Frank, it looks like you are getting the freebie help off the clock for your PR job as requested by the non-union slum lords at Comcast.

Anonymous said...

People call to be told it's a scheduled outage? I don't believe it. I thought the norm was to deny an outage existed and have the customer reset their stuff over and over until they get off your phone.

If they put up with it long enough, just schedule a technician, knowing it's a waste of both of their time, but at least you don't have to admit to anything.

Just hope they don't see the repair truck outside or they might not believe it's on their end..

Anonymous said...

Just like any large company there will be mistakes made and we try to rectify them as much as possible. What I do'nt understand is when the electric company has rolling brown outs I do'nt hear of customers going to Reliant energy and vandalizing their equipment nor do I hear of them saying I want something for free for my inconvinece. In fact I do'nt even see a office were you can go and pay your bill for Reliant energy. I also would like to say that not all but some of the customer that call in have their hands out looking for something for free as if it is their birth right. If you measure the number of customers that complain about their services not working vs the number of those that do'nt it would greatly dwarf those that have problems. In regards to the way employees are treated by the complaining public I wish I could come to your job and disrespect your race, family, religion or personage without any regards for the emotional well being of the person that you just spewed vulgar hurting and distasteful words at and then have the gall to say it's not personal I am just venting at the company. Can I come to your job and treat you that way and not get arrested. If you have problems try speaking to the representative with a little courtesy and then you can expect that representative to care more about your problem. Just like you can rant and rave so can we but instead we prefer and chose to treat 99% of you with the courtsey that we expect and seldom get. I have spoken to customers about their bills and when I explained to them why there bills were correct very seldom do I get an apology for their disrespectful words or attitude in fact they get angry because they were proven wrong and hang up in your face. Just like any thing made by man it can break-down but unlike some of our customers they forget who they are speaking to which is a live human being and viciously begin attacking and insulting and assaulting the representative on the phone. We might not do everything right but we do alot of what we do correctly and take pride in what and the service we provide and if you happen to be one of the few that have a problem with services either physical or customer service wise I apologies for what you have gone through and hope that in the future we can better serve you.

Anonymous said...

Just like any large company there will be mistakes made and we try to rectify them as much as possible. What I don’t understand is when the electric company has rolling brown outs I don’t hear of customers going to Reliant energy and vandalizing their equipment nor do I hear of them saying I want something for free for my inconvenience. In fact I don’t even see offices were you can go and pay your bill for Reliant energy. I also would like to say that not all but some of the customer that call in have their hands out looking for something for free as if it is their birth right. If you measure the number of customers that complain about their services not working vs. the number of those that don’t it would greatly dwarf those that have problems. In regards to the way employees are treated by the complaining public I wish I could come to your job and disrespect your race, family, religion or personage without any regards for the emotional well being of the person that you just spewed vulgar hurting and distasteful words at and then have the gall to say it's not personal I am just venting at the company. Can I come to your job and treat you that way and not get arrested. If you have problems try speaking to the representative with a little courtesy and then you can expect that representative to care more about your problem. Just like you can rant and rave so can we but instead we prefer and chose to treat 99% of you with the courtesy that we expect and seldom get. I have spoken to customers about their bills and when I explained to them why there bills were correct very seldom do I get an apology for their disrespectful words or attitude in fact they get angry because they were proven wrong and hang up in your face. Just like any thing made by man it can break-down but unlike some of our customers they forget who they are speaking to which is a live human being and viciously begin attacking and insulting and assaulting the representative on the phone. We might not do everything right but we do a lot of what we do correctly and take pride in what the service we provide and if you happen to be one of the few that have a problem with services either physical or customer service wise I apologies for what you have gone through and hope that in the future we can better serve you.

Daniel said...

Comcast business practices are unethical and deceptive. Comcast was smart to resolve all my issues and was able to mitigate my damages. They do not want to welcome any law suits.

Anonymous said...

I am a former Customer Account Executive (inbound sales rep) and my confession is how Comcast sales force is trained to screw over its customers and what customers can do to lower their bill. The sales system is really simple. Firstoff, the sales rep has complete authority to set pricing and apply discounts. In other words if compelled to the sales rep and waive install fees, offer free equiptment, and reduce of the cost of services substantially. The reason why most customers pay more then $80 for all three services is how sales reps are paid. Sales reps are rated on two scales. The first is number of new installs. In ortherwords if the customer is not adding a new digital service the sales reps stats are hurt and the caller is viewed as a waiste of time. The second scale a rep is rated on is the percent a rep discounts service. Sales reps make as much as 6% of all installed services (includingeveryting from install fees to pay per view!) as long as they dont discount more then 80% of all products sold. If the consumer wishes to estimate the amount the sales rep made off of there order all they need to do is take an average of 6% of there initial bill or the cost of upgraded service. If a customer is paying install fees, equiptment fees, and more then $90 (for all 3 services) then customer got ripped off and gave the sales rep a decent commision. For those that don't already know the best way for someone to reduce their bill after all the wonderful promotions rolled off is through the retention department. However, DO NOT directly ask for "Retention." Simply call in and state "I would like to cancel my service" and sit back while the retention specialist showers you in incentives to stay with Comcast. In a few circumstances a rep might let you cancel, but before the cancelation date or just thereafter an auditor (the guy that disconnects your service and collects your equiptment) will give you a call and offer really cheap pricing to keep you with Comcast.

Anonymous said...

I am a Comcast contracted technician in the south jersey area and I hate Comcast more than I hate Adolf Hitler( I'm Jewish). Comcast has destroyed my family by keeping me out all night working because I have to wait on hold for an hour just to give a dispatcher the serial number off of the back of a telephone modem! If you must know why the technician is late for the appointment, it is because of the ridiculous hold times. Waiting for Comcast dispatch to pick up the phone adds at least four hours to my work day every day. By the same token, Comcast technicians are so lazy and retarded. If they don't feel like doing the job or it's too much work, the will come up with some dumb excuse and B.S. the customer by telling them it can't be done. Who do you think the job gets kicked to at the end of their day. Yes, yours truly. So I'm the jerk that's out till 10 O'clock at night hooking up your phone in the dark when some lazy comcast tech could have done it at 10 in the morning. Comcast must die!!!!!

Anonymous said...

I'm just wondering how many of you fuckers are actually using Comcast hi-speed internet with PowerBoost to sit here on a dumb-ass site to bitch about your own problems?

You don't like Comcast then switch to somebody else. It's that simple.

I think I'll start a website: www.bobthorntonmustdie.com

I love my job so fuck you dude for some bullshit website because you wanted free services. I hope everyone at Comcast shits down your throat while we post that shit on you-tube with our hi-speed internet.

Faggot.

There is a better way to go about business here. Go to the BBB. Go to your local repesentative. I got kids to support and educate and gotta tell them why everyone hates Comcast but yet I still have a job at Comcast?????????????

I hope you choke to death on my turd.

Anonymous said...

Where bobthornton came from i dont know but, that should read www.bobgarfieldmustdie.com

Anonymous said...

I did work for Comcast until yesterday. Most of us do in fact care about the customers issues. But due to very poor management, we are forced to push the customer aside in order to get that dreaded offer out for the phone service. The managements only concern is selling phone serivce. I was one of those employees that went over and above to help the customers. I would get several calls per day where to customer would say they have spoken with several techs and none of them could fix their issue. I would have it taken care of in them matter of minutes. The reason for my dismissal was in no way related to my tech support skills. The only reason I was dismissed was for no asking frustrated customers who are having mulitple problems with their service to buy our phone service. I will say that the phone service, in the most part, is a very good service. If you don't have other issues going on. The company doesn't care how poor your service has been. They don't care that you've had 3 technicians out in the past week and the problem is still not fixed. They want you to buy the phone service. It doesn't matter how good the the tech is, if they don't sell, their out the door. They are now hiring people that have minimal tech support experience but more sales experience. So, your right, comcast doesn't are about how your service is working. All they care about is selling you more services.

Anonymous said...

Re:You don't like Comcast then switch to somebody else. It's that simple.

///

To the retard that posted this: some of us have NO CHOICE for high speed Internet due to Comcast's franchise and using it's monopoly power to kill off competition.

May be too complicated for you to undertand, but then you work for Comcast so we have to cut you some slack.

And the fact that you have to work for Comcast to support your kids, well, we respect that, but you also could HAVE A CHOICE and work for some other reputable employer. But a choice would be hard for you and easy for us, right ?

Anonymous said...

I've had no end to trouble with Comcast too. From my blog back in December of '07:

Back in November, I canceled a premium channel that I had been getting for free on some promotional deal they had. One of those "Get this channel for free for X # of months." Nothing said I had to keep that channel - just "Try it out".

Fast forward to my current bill and the mysterious fee. I went to their support chat site and spoke with someone who I am fairly certain is on his way to the Wizard after work because it was clear that he was lacking a brain. An excerpt from that conversation:

Me: So I am confused about this charge from November . What is this charge for?
Scarecrow: That is a fee for changing your service without having a service technician come out.
Me: Huh? But I didn't have service problems. Why would I have needed a service tech? I just canceled this station.
Scarecrow: Yes, that is a fee for changing your service.
Me: So....I got charged for canceling the free promo that you people gave me?
Scarecrow: No, you got charged a fee for changing your service, not for canceling the station.
Me: Isn't that the same thing?
Scarecrow: No.
Me:.......?

I decided the leave Scarecrow to his quest for a brain and seek out the Wizard herself on the phone support line.

Me: There is this fee on my bill that I've been told is for changing my service, but all I did was cancel a premium channel that I had had as a promo deal.
Wizard: Yes, you changed your service, so there was a fee.
Me: That's what I've been told. My problem here is that no one bothered to mention to me that there would be a fee if I took the promo offer and then later decided to cancel the station.
Wizard: Well it's not a very big fee.
Me: But the point is that it shouldn't be there. Had someone bothered to tell me this would happen, I wouldn't have gotten the channel.
Wizard: I'm sorry no one told you, however that is the standard fee for change of service.
--------

I loved how the argument changed to the fact that it "wasn't a very big fee." Not the point.

Has anyone else also noticed that the bill has yet again gone up? I was paying 109, now it's 142. For fewer stations. No logical sense.

Anonymous said...

Let me first say that i work as tech support in the washington market.

From reading posts about comcast making us sell CDV (comcast digital voice) products they do not. We have incentives and upselling is not a job requirement. We will offer your SPP (service protection plans) but honestly its usually to your benefit. If i say there's most likely going to be a one time charge of $20 or you can pay .99 monthly (with NO contract) which just comes out to $11.88, maybe go with it. And if not its ok. but dont call back upset cause you have a $20 charge when we advised you there may be one.

If your services have been going down, you have been experincing many outages, tilling issues or any other technical problem, i hear you. I understand that you WOULD be upset, heck i would be too. Im not going to give you the run around. BUT dont get mad at us when you pressed the white standby button and your internet doesnt work. Again hows that our fault? Or the people who call in cause we didnt automatically install McaFee on you computer and now you have viruses or spyware.

I think this customer service issue goes both ways and works effectively if we both make a effort. Dont call that you cant connect online, then not call from home.

So we need to need someone out here and the appointment blocks are 8-12 or 12-4 dont get mad at us cause of it. As much as you complain we have NO control of those time frames. If this is mission critical and you display the least amount of patience with us as well, we may be able to see how busy your area is and ASK for a quota request. I know no one wants to wait for a appt, no one wants to sit home. I got that. I understand no one wants to waste there time off waiting or take off work. I can only credit you for your services, not for your $1,000's your losing by waiting.

Honestly if you losing money cause you work from home and NEED the internet now. In due reality you need a business service, not a residential. That goes the same if your email isnt working. Those packages your getting is cuase your residential and your going to be grouped with the same priority as residential. If you need it for work if you get a business account (which sometimes cost only a little more than residential) your getting a high priority service. Meaning almost always same day and not nearly the same time tables we have in residential. Your paying for that VIP type of service.

Oh and please dont get mad at me cause you deleted your volce mail and want to recover it after you hung up. Sorry.

Its not to say Comcast doesnt have things to work on as well.

If you have a problem with a CAE im sorry. Its a bit like having bipolar personalities for us. You hang up made at us (and yes this will raise our blood pressure to) then you call in. Immediately we need to switch our tone, our reflection, etc.... But as far as i see it, thats our job.

Im with you guys as far as net neutrality and reliability. But over the phone and even with the techs there is a limit of what we can do.

I also believe comcast should uphold a certain amount of intergity and reliablity. I am interested to see how the roll out of docsis 3.0 will work out in the coming year or two.

Again this is just my sole perspective from someone who does like the company i work for.

CSR88 said...

Thank you for calling Comcast, my name is _____, how can I help you?

Hi, everyone.
I've just started working for Comcast as a Comcast High Speed Internet Customer Service Representative(!) which means I answer phone calls for eight hours a day from people that aren't getting what they paid for and are (justifiably) upset about it. Now, I know I'm new and all, but being the thorough person I am, I usually find out as much as I can about my job before (or at least during) my employment there. What I have found is very upsetting to me as an employee, and I'm sure much more so to a customer.

Upon reading the comments from other CSRs posted here, I hope the readers have seen the same thing that I have in person. Many CSRs JUST DON'T CARE. They're stuck in a bland callcenter for some reason or another, they do their job as mediocrely as possible and keep their heads down. Sure, all the calls may not be resolved, but at least the CSR gets his paycheck at the end of the week.

So, in an attempt to provide some illumination on the problem instead of doing nothing but complain, here are a few of the red flags that I've seen so far:

1) APATHY of the first tier of representatives in just about every department. These are the guys you talk to first (myself among them), and to be honest, the job is really embarrassingly easy. Pretty much, the only way to be fired is to sexually harass your boss or cuss out the customer. (The latter only if you're being monitored, which is in itself unlikely)

2) UNETHICAL PRACTICES OF CSRs: THese vary in severity, but many CSRs, since they don't care, will either hang up on the customer or

3) LAZY TRANSFER(ER)S. This one will take some explanation. I can't tell you how often I answer the phone only to find that the customer was just transferred to me and he doesn't know why. Sometimes, he's been transferred to the wrong department, even. No warning, no explanation, just a transfer, probably so the transferer can go on break or something.
On the other hand, many times when I've tried to transfer (let's say to the billing department with a billing issue) they try their hardest to show that it's not their department even if it CLEARLY is. This is because apparently, my job is the lowest on the totem pole, and if the people "above" me can avoid work, by golly, they will. Because of this, sometimes *I* have to be the jerk that transfers my customer over to another department without telling them [the other department] the issue, but at least I warn my customer first.

4) CSRs CAN'T DO MUCH. We can advice you to powercycle your devices, run diagnostics and such, and schedule technicians to visit if we can't figure it out. If we're feeling really nice, we can offer a credit ONLY FOR THE DAYS WE HAVE DOCUMENTED THAT YOU WERE WITHOUT SERVICE. That's it. No more.

And perhaps the biggest problem of all:

5) HORRIBLE TECHNICIANS. I've only been taking actual calls for four days, and I've heard stories that revolt me about these guys. They'll reschedule without warning, completely avoid the job if possible, and leave as soon as possible if a quick fix is found. Some show up drunk, many are rude, and FEW are professional in any sense. How on earth these embarrassments are still employed by ANYONE is beyond me, but as I said before, Comcst doesn't seem to have high expectations of it's employees. :[

***

So let me summarize my job now that you know those 5 problems. Have a problem with your internet? Let's see what I can do. I can't find the problem? let's schedule a technician. Problems with the tech? Yeah, I bet, but I can't do a SINGLE thing about it. Sorry. Want a credit for your ONE day of no service? Sure, you get $2.85. Don't spend it all in one place. I am, of course, much nicer about it, and I let the angry callers vent until they're blue in the face, and I genuinely empathize, but I just really can't do anything more than what I've just described.

However, despite these difficulties, I do the best I can at my job. I get a lot of angry callers, sure, but by the time I'm done with them, they're a lot happier than when we started because I actually treat them like they matter.

Again, I recognize that I'm new to the job, and perhaps my idealism will deteriorate over time to the gritty cynicism shown by most of my co-workers, but really, anyone with some common sense finds working for Comcast insulting, due to their low standards of customer satisfaction, and even lower expectations of employees, I wouldn't buy stock in the company any time soon, because I don't see it surviving much longer if the market gets more competitive.

Oh yeah, and apparently, this site is the favorite haunt of many managers (not that they can do much about it), so I can't put any personal info here lest I get fired for treason or something. So I'll refer to myself as CSR88.

I hope my post has helped in one way or another, and I'll be checking to see if anyone reacts, positively or negatively. :]

CSR88

P.S. putting your account #, though an interesting idea, probably won't do anything positive for you unless the manager that stumbles upon it is the future patron saint of customer service.

CSR88 said...

P.P.S. After reading a few more testimonies, I rescind my general comment about the crummy jobs done by technicians. Sounds like you guys have it worse than the CSRs. I recognize that you probably have good techs and bad techs, and I shouldn't have generalized so much.

CSR88

Anonymous said...

LOL I sure think you guys are all funny on here, I bet less than half are actual Comcast Employees that say they are, and the rest exaggerate there problems and money mishaps. I truly do work for Comcast who does treat there employees great as well as there customers. Atleast in the SF bay area. We give customers the benefit of the doubt for credits and service calls, but you'd be amazed how ridiculous and stupid some people are, I deal with them everyday. I mean all this hatred and a site called "comcastmustdie" is hilarious, because its one of the biggest cable providers out there, and people think there will be no problems? its connecting wires that travel for hundreds/thousands of miles to individual homes, and people who cant even hook up there own computers or Televisions expect to have an idea about services of the same sort on a scale they couldnt imagine. Then on top of that we bill a month in advance which I admit seems odd, but have heard many reasons why and they legitimized it to me a one time confused customer. However tons of people don't ever understand billing in advance and instead of listen to why there bill is so high when its suppose to be $100 a month and its 200 and your trying to tell them its for 2 months of service and they just dont wanna hear it and get mad. I dont wanna act like every billing rep knows what they are talking about, because I see people mislead others sometimes, but for every 1 unsatisfied customer there is seriously 100 that hang up happy or content. Everyone knows the squeaky wheel gets the grease so some retard wanted to make this site to try to make his own money off squeaky wheels, you think he cares about your service, if he did he'd work for comcast, he cares about $ in his pocket thats it. I feel you get what you pay for, people think there HBO goes out for a day they should get a months services free, lol if my Battery goes out on my car should I get a whole new car that month? No but you get your day of HBO taken off your bill and hell maybe even two days if you seem like a nice customer and have respect for people trying to do there job at Comcast, like you do your job wherever you work. I'm really sorry for the people who have had bad experiences, when I first started I know I had people on hold for way longer than I should have, but I got them the right answer or fixed there problem and the next time I would be quicker. I wish you guys luck and hope you enjoy your comcast services, the fastest internet, the best on-demand programming, and the cheapest phone service with all features we include. At&t is gonna get an "At&t must die" website soon they are are competition now with the new services, however because insiders I know over there they are promising what they cannot deliver...so good luck with that.


Also I see these "I'm a CSR" worker for Comcast, thats funny, CSR and comcast is none existant, we are CAE's, Customer Account Executive so yeah a bunch of fakers. My call centers fun I love my job, I love helping people, and I love how people say they dont have choices for service. You mean you cant get dsl? yeah right, you just mean you cant get true high speed internet like comcast offers, yes we are a Monopoly because we've boughten out smaller companies to become one big, more advanced, more competitive(or making less competition haha) corporation. Are commericals are way funnier than all the other companies, will we get blamed for there horrible sense of humor next? Comcast also keeps all business in the United States, and that that isn't we are trying to bring to the United states so you don't have someone in the Philippine's or wherever answer your call, and keep jobs in the U.S. Comcast isn't perfect, but come on people lets be real.

Also last thing, I saw a couple posts saying Comcast Employees only get a couple hours of training and burn out after a few months, LOL. My training class was 5 weeks, and half the people there have been there for a few years. We use a complex system on our computers that takes about a week to learn, which honestly could be better, but if educated properly it works great.


We also have a Q&A team onsite which monitors all our calls, and picks 1 random call a week to rate us on and explains what we can do better in that call and give suggestions. Also my database works fine, like I said could be better, but RARELY freezes up and has all right info.

Anonymous said...

Let me first say that i work as tech support in the washington market.

To the person that left this post, I want to assure you that in the call center where I was employed, they do demand that you ask about phone service. This is the sole reason that I was terminated. All my other stats were level 3 or 4. Not asking is automatically a C call which knocks you out of the running to move up. Maybe in your call center sales is no manditory, but in ours it is. In the beginning we were told that if there was a TC setup the customer was in an outage, then we were urged not to ask. But that has changed. Tech's are REQUIRED to ask about CDV. They are required to sell 4 CDV's per month or they are fired. So tell me now that it is not manditory. Because in the Ann Arbor Call Center it is. I could name at least a dozen very good tech's that were fired for not selling. Tech's who had been there for years and had awesome tech support skills. But because they didn't sell, they are no longer employed at Comcast.

Anonymous said...

I have never been required to sell CDV's. Yes they would like to you to sell 4 CDV's a month. I have not heard of anyone that i know of lossing there jobs for not selling and now some who sell 1 maybe a month and have not lost their jobs. Selling CDV's is taken into account for your year end performance but in no way determines your eligibility to keep your job. Honestly cant say what happened of over there in your call center. I have been here for since they rolled out with the CDV service and transitioned from DTS to CDV. Though to be truthful i do sell more than 4 a month so I also never had anyone talking me about it. And typically i'll mentioned it if it will actually put them on a better package saving them money, so i never felt pressured. TRUST me im no sales person ;)

Anonymous said...

COMCAST IS THE BEST OUT THERE. THE TRIPLE PLAY FOR THE DIGITAL, FASTEST INTERNET ANYWHERE AND PHONE SERVICE IS OUTSTANDING!!! BUT AS WE ALL KNOW YOU CAN'T PLEASE EVERYBODY.

COMCAST RULEZ!!!!!!!!!!!!!!

Anonymous said...

Well, I sure wish I had been working in your call center then. The reason I was let not wasn't because of CDV sales, it was the offer rate. If you don't offer, it's an automatic C call. That was why I was let go. My phone stats, sales and everything else were above where they needed to be. The people in this call center that haven't gotten fired are looking for other jobs. This callcenter is bringing down the whole company.

Anonymous said...

Ok, so you take a guy and pay him $14 an hour. Make him work an 11 hour day and only pay for 10. Break it down to 12 points an hour or 120 points a day. No breaks and a short lunch. Tell him to do vehicle maintenance on his own time. Make him responsible for about $5000 in equipment on any given day. Give him a laptop and phone for a mobile office(which doesn't work half the time). Tie a gps device to the bumper of his truck so he can't sneak off to use the restroom and tie him to a dispatcher that acts like his boss and you have the comcast side of being a field tech. Its not much fun and I bet a lot of customers are feeling it. On top of this offer no career path and make it almost imposible to get a raise. Give the comcast van a lot of space because the guy driving it is busy calling his next customer and trying to read a map on his laptop in order to get to his next job in the correct time frame, while sending an electronic eta to dispatch. Oh yeah, his wife is calling on his personal phone asking what time he will be home. He doesn't know and oh yeah he is already pissed off because its Sunday (pick your holliday) and has spent the day taking care of peoples entertainment problems. Would a union help with this sweat shop?

Anonymous said...

P.S. I know who bob thornton is and if this guy were to crap then somebody call fema because its gonna get gross in the federal heights area.

Also, one of my old managers used to look up the porn pay per view history on certain belligerent customers accounts and then tell everyone around what that customer has been watching.

Im really gonna miss these guys. I just can't tolerate wearing the comcast uniform and working on weekends anymore. Im trading up for a great job at McLunch or something.

Anonymous said...

Re:Also, one of my old managers used to look up the porn pay per view history on certain belligerent customers accounts and then tell everyone around what that customer has been watching.

//

Typical of a Comcast employee I guess ? So a customer is somehow a bad person for watching porn, but a company that is selling porn (Comcast pay per view porn) is not.

Is that a double standard or what ?

Anonymous said...

yup, its retaliation. I think what you are getting at is that "COMCAST" offers porn. Tell me when you get the opportunity to talk to "COMCAST" and ask them about thier porn policy. Till then, keep orering those movies.

Anonymous said...

BTW, I already quit comcast. Not just because it sucks to work there but because I needed time to think about all the houses Ive been to that make meth and neglect thier children. Yes I have worked in boulder, thornton, westminster and broomfield. If given the opportunity, I am going to do something about it besides whine to a company that doesn't care. If your "that customer".......I am coming for you.

Anonymous said...

Any entertainment company offers porn, get real. just don't bitch about it when you see the bill and little johnny was wackin' one off for six hours because you were too busy smoking that crack...then call Comcast to bitch about " Hey we didn't order these movies" when we all know the computers know little Johnny did in fact order them and you were too stupid to put the parental controls on.

Anonymous said...

LOL, I don't smoke crack.

searching for a "REAL" Best Place To Work said...

Boston Business Journal: Comcast Makes 'Best Places to Work' in Massachusetts List for Fifth Consecutive Year
Tuesday June 10, 4:06 pm ET

BOSTON, June 10 /PRNewswire/ -- For the fifth year in a row, the Boston Business Journal has named Comcast, New England's leading provider of entertainment, information and communications, one of the Top Ten "Best Places to Work" in Massachusetts.
***********************

OK, we all know Comcast is a shitty employer and a terrible place to work so HOW is this POSSIBLE?

In 5 years, out of all the employees I speak with across all departments, NOT ONE EMPLOYEE knows of another employee who was asked to participate in the survey. It would seem to me that this is just another one Comcast's rigged opinion polls.

Can anyone confirm if any non-exempt, hourly employee has ever been involved? It is very peculiar that all across the Country, Comcast is always at the top the "Best Places To Work" survey. Anyone who has worked here knows better.

Anonymous said...

Anonymous said...

LOL I sure think you guys are all funny on here, I bet less than half are actual Comcast Employees that say they are, and the rest exaggerate there problems and money mishaps. I truly do work for Comcast who does treat there employees great as well as there customers.
*******************************

Comcast and it's PR Spin Machine at work. GOD THAT POST MAKES ME WANT TO PUKE. If only Roberts would put on a headset and take some calls things might change for the better!

Anonymous said...

To all non-managerial employees,

Do you want better wages?

Do you want better benefits?

Do you want better working conditions and environment?

Do you want a level playing field, one where the best CANDIDATE not the BEST FRIEND of your boss gets the job?

Do you want more honesty from management?

Do you want to have a say in your future?

If you answered yes to any of these questions, then maybe you should think about joining the IBEW and enjoy the advantage of standing together and strength in numbers when it comes to negotiating a 'fair living wage'. The company can't survive without us in the trenches day after day. Comcast (despite what they tell you) will never offer you what you deserve without Union representation.

Explore the IBEW website to see if you should be getting what Verizon already has! Two companies in the same business, yet Verizon employees enjoy a much higher standard of living. Why is that? Use your head and sign your Union card today. You do want to retire someday, and just a 401k isn't going to provide what you need for your retirement years. Learn what YOU can DO to help yourself to a better life.

http://comcastworkersfightback.blogspot.com/

http://www.comcastworkersunited.com/

Anonymous said...

Watch out Atlanta. Comcast just screwed their reps out of their bonus. Expect a screw you attitude this summer.

Anonymous said...

Top 25 Things Cable Installers hate about Customers

http://www.cablerant.com/index.php?topic=764.0

This is pretty funny. I can all these situations. There are so many trashy people out there.

Anonymous said...

I work for comcast, and no, I'm not contracted...

I see both sides... from a customer service standpoint the reps are very limited as to what we can do to make things happens. The company's internal communication is poor. I can only do what I can do. For instance I can schedule an appointment but I can't control the dispatch dept. In fact we aren't even told who they are. We are forced to try to force service on people even if they can't afford what they have or what they have is broken. No cae can do well because they are held to so many contradicting standards. Half the time we can't even pull up the account.

At the same time, some customers can take it a little far. If you call me a 9 pm on a Sunday, I cannot get someone out there tonight. It's not reasonable. If you want credit for 6 months but have never called us to let us know there was a problem, I can only do so much. If your cable box turns on but your tv doesn't, I can only give you the number to your television manufacturer.

That being said it is not okay for people to be exposed to rudeness or purposeful misinformation when calling about a service that they work to pay for. I am sorry to the people who have been treated that way...

For the record, we do document complaints... and most of us really wish they would either fix it or give us the resources to do so... trust me, no one wants you to be happy and your service to work more than the people you vent your frustration to. We certainly can't pass the escalated cases on to our supervisor because everything is considered to not be a "supervisor issue." Our supervisor has us get into the supervisor queu for her, we even do her master's class homework and tests for her.

I do understand that customers pay for their service but my comcast service is part of my pay... it's how they deflect paying so little hourly. So, though the service is "free" for us, it certainly pisses us off when it doesn't work. I'd certainly rather be paid for it.

AMEN
"Yes Comcast makes you put in your phone number at the beginning of the call but that doesn't mean I have that information .Remember MY database doesn't work.
So when i ask you for it stop getting pissed off and say I already put that in."
Anyway, enough of wasting my off day looking at comments about that place.

Oh, and what survey??

Anonymous said...

If they would add iq tests and psych evaluations to the credit check they run on customers, life would be good.

Anonymous said...

Yeah...I used to work for comcast.
Customer service rep...and I like to think that I was actually one of the decent ones. I'm posting because of a previous employee's post in regard to sick time.

Someone replied stating that they felt it was BS, that no company could possibly get away with treating employees that way, writing them up for being physically ill.

I was fired from comcast for missing 2 and a half days due to the flu. I was about a week and a half away from completing my 90 days, mid february of this year. I don't know how it was all over the rest of the country, but here in east TN it was the worst flu season we've ever had. Knoxville county schools were closed for 3 weeks or some crazy nonsense. I spoke to my supervisor in person (most of the communications to supervisors are done through email, the customer service reps are pretty much all alone with no assistance) and he told me to go home and get to feeling better. He said there would be no issues at all. The next payday, they promptly fired me. They even accused me of being late on a few occasions even though I wasn't, and when I asked for the dates of these occasions they could not provide me with them.

My supervisor was in the HR office at the time of my termination, and when I told him that he said it was okay for me to miss, he denied it, became argumentative, and HR said it didnt matter anyway, that "other people had the flu and they still come to work."
Which is completely true (and might I point out that the desks are shared, none are actually assigned to anyone). They then took my badge, and escorted me off of the premises like a criminal.

You may say that this sounds like something I should have been able to fight. Wrong. According to comcast, you aren't "technically" an employee till you reach your 90 day mark.

I would also like to note that out of the 23 other people from my training class, 16 were terminated the same day as me, for the same reason.

And to the person who told the previous comcast employee that anyone who puts up with this kind of treatment deserves it, let me pose a single question...are you still a comcast customer? I bet you are!

So taking that into consideration, it may shed a little light onto why it may seem like no one knows what they're doing. They don't because probably about 90 percent of them are new. And let me stress that every customer service rep has to handle every situation. For the most part, the people you talk to about your bills are the same people who have to trouble shoot internet, the same people who have to troubleshoot video problems, handle sales, etc, all with little to no aid from supervisors.

You may say "but you were trained to do the job," which is true, I guess. Though the majority of the training I received was irrelevant to the job, dealing with company history, why comcast is better than satellite, and technical information that was of no use to me or the customer. And the information that did actually pertain to my job was often outdated or just plain inaccurate.

And upon the day you complete this "training" you are thrown out to the wolves. I didn't even see my supervisor till about a week into it.

Basically what I'm saying here is...please don't scream at the poor people answering the phones (though I admit there are several that should be in collections instead of customer service), they're a victim of the same tyrannical company as you, and are only trying to pay their rent.

Go down to your local office, and scream at management instead. I say go down to the office because, as most of you know, you're not going to get anyone in management on the phone. I couldn't when I worked there.

By the way, I've had DirecTV for almost 14 years now, and haven't had a single issue, billing or otherwise. I am in no way affiliated with DirecTV, I am simply showing my support for a superior television provider.

heyjude71 said...

Comcast has many problems, but customer service has lost them another customer. I'm getting a Dish Network dish next Saturday.
I write because I hear that Comcast pays attention to this site and hope to better the conditions for the unfortunate people who have no unobstructed view of the southern sky.

I, like so many people across the nation, was recently forced to switch from another cable company to Comcast. In my case (in Fishers, IN), I had Insight -- a very reliable service. After two years with Insight, I had no idea how good or poor their customer service was because I NEVER had a need to contact them. Now THAT'S customer service! As soon as Insight was forced out by Comcast (January 08), the problems began. I recognize the 'take-over' couldn't be seamless, but I think that some degree of customer service could have softened the blow. For the first few months, my internet service went down for most of the day several times. (I had other, less major complaints as well which I won't bother to list.) Usually, completely unplugging your modem and router, turning off your computer, waiting 10 or 15 minutes, then starting everything up again would fix it. – A major frustration, but did seem to get you going again for awhile. (This was the solution offered on their website.) When this solution no longer worked for me, I contacted Comcast and they told me that they were doing scheduled maintenance in my area and that was the reason for the service interruption. They very politely sympathized with me for my plight. "I understand how you feel, [customer name]." was the reply.
I asked if I somehow missed the e-mail informing customers of this pre-planned down time and she replied, "No, you didn't miss anything, [customer name]."
Using my name and pretending to be sympathetic doesn't help me when I'm unable to do my job all day because I cannot connect to my company's server. A simple e-mail with an apology and a list of dates and times for planned internet outages would have avoided the whole problem. Many people, like me, could have made other arrangements, but they only had apologies to offer after the damage was done. I told her I planned to switch from Comcast as soon as possible because of their (lack of useful) customer service and she again replied, "I'm sorry to hear you feel that way, [customer name]." -- No offer to try to amend the situation. (E.g. At least not charging me for the days of internet service for which I could not do my job.")

Using my name in every sympathetic reply does not make me feel warm and fuzzy. I get sympathy about Comcast from my friends and family. --What I need from Comcast is the service I pay for. (My brother-in-law recently cancelled all three of his Comcast services for customer service issues and my 72-year-old mother-in-law is fed up with them as well, but has no other options for cable. Maybe I should buy her a hammer? Actually, my brother-in-law doesn't either, but opted for NO service over poor, frustrating service.)

The service interruptions didn't last long and my internet has been very reliable for a couple of months now. But the customer service I received left a bad taste in my mouth. People all over the U.S. were complaining about similar outages on the Comcast help forum after being forced to switch to Comcast and were met with many of the same types of responses as described in the "guide ads" below. When met with customer comment like, “This problem is widespread! Comcast, are you listening?!?” many of the Comcast replies involved discussing what, exactly, constitutes a problem as “widespread”. Links to other, much more widespread customer complaints about Comcast were offered. They were told their problem was just random, but offered no solution. These replies angered the customers so much that they began submitting replies to him that had to be censored. (This was the same Comcast rep I mention in my comment below.)

I have no stories anything like the Comcast nightmares I read about on the internet, and on the Comcast help forum, but decided to switch to Dish Network for a few reasons.
1) Because I can
2) Lower monthly bill
3) EXCELLENT customer service (I hear Dish Network & DirecTV are #1 & #2 in customer service. -- I don't know which is which, but they're so much better than Comcast that I don't care.)
4) They don’t shove advertisements down your throat.

The last straw:
Many Comcast cable customers have been very frustrated by something Comcast is doing and they show no intentions of fixing the problem.
The problem? Our cable guide looks like downloaded free-ware. Remember when paying a good price for a service would ensure they wouldn't bombard you with ads? Not anymore. Every time I flip the page of my guide, a large, intrusive ad appears at the bottom of each page. The ad stretches across the whole guide, and is more than twice as tall as one of the lines used to list programs. It wouldn't be SO bad, but the text of the guide is so large (for today's TVs) that only 5 lines of programming can be viewed at a time. So it's 1.5 hours wide, and 5 programs high -- what a waste. I Googled for images of guides from some other providers and found many which seemed to be developed solely for the convenience of the customer. -- Nicely sized text, plenty of rows and best yet -- NO ADS!

Ok, not all of them are "advertisements". Some of them describe upcoming programs and other informational-types of things. Today, there are four of them: A Fandango ad, an FLN ad, an on-demand ad, and a Parents TV ad. Some of them provide links to set reminders, read more info, etc., but I think most people could do without these things. Can we at least have the option to turn off this feature which is there for our convenience? No...

I, like many people, have programmed my brain to ignore ads on the computer. Even if I saw one for something I wanted I would not click on it, thereby encouraging their use. The result? -- Wasted space on an already-too-small guide and many Comcast customers who feel they're paying premium prices to be bombarded with advertisements.

- - - - - - - - - - - - - - - -
Excerpt from one customer's reply from Comcast support:
Comcast is using our technology to educate our customers about the value of Comcast Digital Cable service. The banner ads you are seeing on your guide, provide tips and instructions on how to use certain features, like Parental Controls and Favorites.
...
Comcast is planning to continue showing these ads; however, we do appreciate you sharing your point of view. It is our goal to make sure your Digital Cable television experience is as valuable to you as possible. Thank you for your feedback.

Another reply to an angry customer complaint:
Thank you for contacting the Comcast Office of Rick Germano, Senior Vice President of Customer Operations regarding the new banner you are seeing when you go to guide on your Television. These banner links are a way we can help educate all of our customers about the value of Comcast digital cable service.

These banners provide tips and instructions on how to use certain features, like Parental Controls and Favorites. They also promote various programs that are in your regular channel line-up. Through links for these programs, you can set reminders or record shows that interest you.

If you need further assistance please feel free to contact us again by directly replying to this email.
- - - - - - - - - - - - - - - -

If it's for our 'service', and we don't want it, shouldn't we be able to turn it off in our cable box settings? I don't understand. These customers are telling Comcast clearly that they DON'T WANT this 'service', but Comcast replies that it is there for their benefit and they have no intentions of changing it. (I feel confident that I can find the programming and features I want on my own and would much rather have the guide space.)

The technicians on-line, on the Comcast help forums, seem a little more "real", but one of them in particular is so rude to customers that I simply stare, dumbfoundedly, at some of his replies to other customers. (I've seen other techs on the same site who are polite, helpful, and are at least patient when they cannot satisfy the customer.) I think that most people would be frustrated with what he has to deal with all the time, but I also feel that customer service reps should be a little better than that. The only impression you can be left with when you read some of his replies is that Comcast doesn't care.

Many people are complaining about the guide ads on the Comcast forums:

CajunTek (Comcast security expert) replies to a customer complaint and threat to switch to a different provider:
I have bad news... My Cable Provider is TimeWarner and we have ads on the guide.. One of my coworkers has FIOS... and ads on the guide.. I have a feeling if you make that change... you'll still have ...... ads on the guide.

CanjunTek, in another complaint reply:
Comcast is not alone in it.. Either live with the Ads or go back to rabbit ears... Oh, that's right.. You'll still get ads..

Comcast Customer:
Just because they all do it...I guess that means its ok to sit down and accept it? Hope your comfy.

CanjunTek's reply:
Yes, quite comfy. Here's the real point.. Take away those ads and watch the bill go up.. Yes it is too expensive already, but with the heavy investment that Comcast, ATT, Time Warne FIOS etc, are making in infrastructure they need all the income they can get to keep their stockholders happy..

See heading "Banner Ads on guide!!", under "Help Forums > Comcast Cable TV > Banner Ads on guide!!"

I read this and am unsure if I'd rather hear the sappy, useless customer service reps on the phone, or read their sarcastic replies on-line. (I opted for neither.)

Telling us to "live with it or drop our service" has never been good customer service and it never will. Okay, you can't help us, just tell us so -- rudeness does not help to make your point. And telling us "everyone does it" is not only untrue; it has also never been a good excuse. Did that work with your parents when you were a teen? Mine either - and it doesn't work with me. Providing a good service must inherently involve striving to be better than your competition.

By the way, I also receive spam from Comcast on my cable box. A red dot appears on the front of the box, and an envelope appears on the already crowded guide, until you go into the menu and delete it. We used to be able to opt out of 'messages', but apparently they no longer think we know what we want because they removed that option.

So far, Dish Network has been extremely helpful. I'm sure they have their unsatisfied customers as well, but they at least seem to realize the importance of customer service. My problems with Comcast are nowhere nearly as severe as some others, but because Dish Network is cheaper, it’s easy to switch, and they seem to have good customer service, I figured – why not? (My Comcast service goes down no more often during storms than my friends’ Dish Network service.)

Interesting Web References on similar topics:

See: “Comcast Customer Satisfaction At All Time Low”, published on 5/21/08 on dslreports.com: http://www.dslreports.com/shownews/Comcast-Customer-Satisfaction-At-All-Time-Low-94611

Also see the American Customer Satisfaction Index (ASCI) scores for these companies here: http://www.theacsi.org/index.php?option=com_content&task=view&id=180&Itemid=186

I hope for current Comcast customers that Comcast can improve on some of these issues.

Sincerely,
Julia
Former Comcast Customer

PS: It’s absolutely hilarious that Comcast uses this site to discover customer complaints. Customers on the Comcast site complain that they should read their own site for complaints as well, but they reply that they do… I suppose that means they approve of what their technicians are typing.

Anonymous said...

I am posting this here mainly to see how other call centers compare to the Ann Arbor Michigan call center. I just want to know if this call center really does suck as bad as it seems, or if it is just the way I see it.

At our call center, here are our required stats we have to meet each month. And so you know, this is to be a level 2 tech which it is required to meet level 2 stats within your first year of employment.

AHT(average handle time) has to be between 468-532 seconds

Compliance has to be 98% or better

W/I/H(wrap/idle/hold) has to be equal to 0r less than 12%

You are REQUIRED to get at least 4 CDV sales per month, of which we no longer get ANY commission on any CDV sales until we reach our goal, so if you sell 5 in one month, you get commission on that 5th sale only. We also no longer get commission for selling ANY other products such as HSI or video sales.

We are not allowed to go over 30 minutes on a single call, if we do, we must fill out a long call log and explain why, and our manager is notified of the long call and he then must sit down and listen to it and score that long call.

We also MUST, and I mean MUST offer CDV on EVERY call we get. The only reason we don't have to offer is if they already have it or if it is not available in their area. So that customer that has had 4 truck rolls within 30 days and is pissed that their service still is not fixed and has had to hear a CDV offer on every call they made to us, I then have to offer to that customer at the end of that call. That might not be SO bad if it weren't for the rules as to what "qualifies" as an offer, see I can just ask if they are interested in the phone or if they heard of it, I HAVE to mention the service, the features and benefits of the CDV, I have to offer a schedule date for install and if they say "no" I HAVE to try to overcome the objective, and all of that while I am on the call with the customer that has had 4 truck rolls within 30 days and whose service is currently still not working.

If ANY CAE's call is monitored and they do not offer or they DO offer, but it does not meet the "offer requirements" that CAE recieves an automatic "C" for that call. That call could be a PERFECT "A" call, and then if the CAE messes up with the offer, its a "C".

One more thing about selling CDV, is that all the CAE's in this call center are expected to make these offers and sell this service without any kind of sales training at all, which is why our customer service level is dropping down into the toilets so quickly because our call center is hiring people for "technical support" who have very little if any tech experience, but have a lot more sales experience.

There are other stats and guidelins we have to meet as well every month, but I can't think of them right this minute, but please, I would love to hear if any other call centers are managed ths way, or if the Ann Arbor center is unique.

Melissa M said...

May 30th 2008, Comcast came out to fix my cable. During this disaster, two technicians dropped my television and broke my DVD player.

I've reported this incident to both the so-called customer service representative and the claims department. The claims representative in Philadelphia Demi Burton was very helpful and she could not believe what was going on with the Comcast office in Houston.

I have had repeated technicians come out to correct this problem and their response is the tv is broken, but the tv is working when connected from the wall and not the converter box.

What little service I did receive, the convertor box shuts down and turns the television off.

I have been told that the tv is broken, however, you can get a semi-decent picture. A tech just left my house and he hooked up his television to my cable line and said that my t.v. was broken. Yeah right. When this "genius" hooked the cable from the wall to my t.v. Guess what? Cable TV.

Now I wonder who do I get to replace the damaged items?

COMCAST or COMCROOK

H R said...

Former Comcast employee speaks out. This company does not care about you, or any customer service issues. All they are intrested in is money, and meeting sales goals. Contact yout city, (Comcast has to renew its contract with your city regularly) and tell them you want Comcast out, and you don't want them coming back. Sell your shares of Comcast and never buy any more. Blog your complaint all over the internet. Let everyone know what a loser company
this is.

Customer service? You will never hear from them. But you will get tons of unsolicited brochures in the mail, (that you're paying for), for their stupid and way over priced VOIP phone service. And should you ever forget to pay your bill, you will get an immediate visit when they come out specially for you, to shut off your service.

Here is my complaint about Comcast:
This morning at 9:38 AM (and again at 9:48 AM) a Comcast service tech came to the Comcast cable box, on the outside of my apartment, and repeatedly and very loudly and aggressively banged on the cable box, till my apartment walls
shook. I am a morning sleeper and this childish behavior of the service tech is quite irratating. Being a former Comcast employee, I know that this is not the proper procedure to service the cable box. Also I think this rude behavior by the service tech is a retalliation, because he or his friends at Comcast remember me and are still envious.

In the past, when I phoned Comcast in regards to four other occasions when this same scenario repeated itself, each time that I called, a customer service rep told me that I will, within 48 hours, recieve a call from a supervisor in the
service tech department. But no one ever calls back. And if I call back again, I'm told that this time someone will definitely call back. But no one calls back.

In the future if this occurs again, I will contact the police and make a criminal complaint for disturbing the peace.

Ironically, I am currently, and have been for years, a Comcast customer with a bill that averages over $125. per month.

Account Number: 87781030210856

Anonymous said...

I am a CAE (Customer Account Executive - don't let the title fool you). A couple of things I'd like to bring to light, not to bash Comcast, but to hopefully improve it - for both customers and the company:

1) As it stands, my call center has a 270 second "talk time" limit. Which means that agents are required to stay approx 4.5 minutes on a call. As you can imagine, 4.5 minutes is barely enough time to get the customer's name,address,phone #, account # and to hear the customer's complaint.

2) Billing system. Comcast utilizes at least 3 different billing systems, depending on which part of the country the customer is located in. This is because Comcast never upgraded their systems as they acquired new markets. This forces agents to have to learn different systems, different policies, and creates confusion.

3) Billing charges. When you call in to find out why you have magically been charged something, 9 out of 10 times the agent will not know. Why? Because of the lack of communication. The billing system, while has an area for "comments", is not accessible to the next agent. It's only for Comcast's HQ to review incase of a complaint. What good does that do?

4) Communication. This is the biggest problem, and I feel this is where Comcast is wrong. The lack of communication is absolutely ridiculous. I had one customer who called in wanting me to send them a welcome kit for their phone service. I spent a good 4-5 minutes checking out the system and my notes, and was unable to locate it. So I requested the help of a supervisor, who also spent 5-6 minutes. The supervisor refused to allow me to contact the local area to get assistance, so instead gave me bad advice and told me to fill out a form, "just so we can get the caller of the phone". Comcast puts so much pressure on their agents and supervisors, that many do the wrong steps just so they can end the call - God forbid an agent must talk to the local market to get assistance.

Anonymous said...

Hello all! Currently I work as CAE (Customer Account Executive) for Comcast in Michigan in the Repair Department. To those customers and coworkers of mine who say, "If you don't like it (job) why don't you just quit?" I can't speak for any other state, but in Michigan jobs are hard to find. In addition, who do you think wants you to work in their call center or office for that matter after you have just come from a corporation that JD Power & Associates and everyone else has said has THE WORST CUSTOMER SERVICE OF ALL TIME? They don't know you personally, but you become guilty by association. Further, although Comcast doesn't have the best pay, the insurance package is by far one of the better ones. Plus where else can you work that you don't have to do your job thoroughly or accurately and still keep it? Comcast has lowered their expectations, why don't you? LOL Just kidding.

I realize customers become frustrated with poor cable service. However, customers need to realize Comcast doesn't give a fuck about them (How many years have they had the lowest customer service score? How many blogs and sites do angry individuals have to put up? How many times have they been on TV about poor service?), and they don't really give a fuck about the employees answering their angry call. Therefore when the two collide--you are going to get poor customer service. As a CAE my only responsibilty to the customer is to apologize for the cable problem and try to sell customers a phone. Unfortunately, that means you will get CAEs that can't help you do anything and are too focused on selling you a bullshit phone you don't want or need rather than looking at your account thoroughly enough to relize that maybe your cable isn't properly added to the account, maybe a rate code is missing, etc. It does NOT help your cause to scream and yell at the person answering the phone because YOU continue to pay for poor service. I don't mean to offend, but some customers sound really stupid when they say "I am paying all this money and my service never works." Then stop paying for it. Cancel the shit and move on. I would rather only be able to watch 5 or 10 channels with a snowy picture than to have the cable company (of all utilities) make an asshole out of me by continuing to take my money and give me crappy service. What you should do to get your issue taken care of is:

1. File a complaint with your state's attorney general.
2. File a complaint with your local cable commission.
3. Call the media
4. File a complaint with your state's public service commission.
5. Go to your city council and demand an explaination as to why Comcast was given an extended contract as the cable provider for your city.
6. Find a COMCAST office and protest in front of it. "Honk if you hate Comcast!" It will be so noisy they won't be able to stand it!
7. Take pictures of Comcast techs/trucks in places they don't belong and send them to the media.
8. Notice that nowhere did I suggest calling Comcast.

THESE ARE THINGS COMCAST HATES! THESE ARE THINGS THAT GET QUICK RESPONSES FROM COMCAST!

Calling and screaming and swearing only gets you laughed at, hung up on, or your account further messed up. Use a common sense approach. CAEs ARE NOT RESPONSIBLE FOR POOR CABLE SERVICE. WE JUST ANSWER THE PHONES.

Anonymous said...

Comcast Billing Agent here



The customer is not always right. They taught us that, and after working in Road Runner billing, tech support, HP billing, tech support, Verizon Online tech support and Billing and now Comcast...

I agree

Anonymous said...

to

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????




heh, you know nothing. If Comcast bellied up, the Road Runner call enter down the street would be hiring with the influx of customers. If both of them went belly up, Verizon would be hiring more people for the call center. Sadly, though, comically, Any of the big internet providers all have call centers in the same main 10-5 towns in North America and swap agents between them as agents get burnt out. You will always deal with the same CSR no matter what major internet company you call. I've personally worked for TW, Verizon, Comcast, Earthlink so far, as well as HP/MSN/Yahoo/Ipod. It is just the way the business is. (Sometimes I worked for MSN half the day and ipod the second half)

Anonymous said...

“”I'm just wondering how many of you fuckers are actually using Comcast hi-speed internet with PowerBoost to sit here on a dumb-ass site to bitch about your own problems?

You don't like Comcast then switch to somebody else. It's that simple.

I think I'll start a website: www.bobthorntonmustdie.com

I love my job so fuck you dude for some bullshit website because you wanted free services. I hope everyone at Comcast shits down your throat while we post that shit on you-tube with our hi-speed internet.

Faggot.””


IT is truly not surprising why Comcast is in the state it is in with the highly intelligent post above being a reflection of a happy Comcast employee. A truly comcastic comcaster at work, expletives and misguided thoughts, that perhaps needs a little “consumer education” to get it right the first time.

Bob Thorton, indeed, get it right.


As far as the Washington market post about not requiring selling Comcast digital voice (phone) the poster is sending propaganda out there.

The reality of the Washington market is that all techs are REQUIRED to SELL CDV to the tune of at least 2 per month, SPP to the tune of 10 per month.

If they don’t they get written warnings for non-compliance with their job duties and can be fired for not meeting these requirements.

Anonymous said...

I work my butt off for Comcast and I'm proud of the job I do.The customers are happy they got me for their service call or install.I perform to the best of my ability,as I learn doing the job, and provide excellent customer satisfaction.The executives at Comcast are getting their numbers and that IS that.Making money is what corporations do! Dis=satifaction comes with the territory of providing services.I think over-all, Comcast does an excellent job and some tech fall far short of their goals, if any at all are set.I push for traing all the time and hardly any is provided.I've learn to cook by starting a fire and adding things to it that work.If we would only become the giant communicator that we are, we would be great and people wouldn't wish us dead....As for the prices of service, it's been evaluated over and over so the stock holders make a profit.That's what the corporation does, profits!

Mike said...

About the CDV sales remarks. Not sure if you're in the WA D.C. area, or WA State but in the state there is no REQUIREMENT of selling CDV or even SPP. Our whole team last month (about 12 techs) sold 4 CDV's. (obviously doesn't say much for our selling abilities) and NONE got fired or even written up. Of course they want you to sell but we are not salespeople, trust me if I was I'd be making lots more money than I am. Just wanted to clear that up, no firings because of bad sales numbers, but of course it does show up at review time.

Anonymous said...

If Comcast was so great about dealing with their customers, why do the customers have to go online to blog their complaints to get a manager or resolution? Hmm...

Anonymous said...

I sure wish I would have been in that call center. I would still be working. For the person earlier that mentioned, "If you don't like it at Comcast, get another job", come to Michigan and then tell me how easy that is. Every day there is more news about more companies laying off. Schools are closing because if the lack of students because everyone is moving out of Michigan. They you have a company like Comcast who is firing people because of issues that aren't even part of their job. They have a sale department, but that's not enough for them. I get emails from some of the people that are still lucky enough to still have jobs with Comcast and things are going downhill faster every day. They're adding more things you have to do on a call and shortening the amount of time that is exceptible to be on a call. The current management in that call center is going to drive that company into the ground so bad that they won't be able to recover. So, if your a customer that has no other option for Cable/Internet service. Hang in there. When Comcast goes belly up due to poor management, there will be plenty of options. I worked for another company a few years ago that was doing the same exact thing as Comcast is doing now. Their greediness put them out of business. The same thing is going to happen to Comcast. Considering all the class action lawsuits and individual lawsuits going on right now, I don't think it will be much longer. Poor Management is going to claim another victim.

Anonymous said...

To all of you here leaving comments employees and customers I understand the frustration and lack of help that some of the representatives can provide( employees call in just like normal customers).

The Facts here are this
1. If there is a problem in the area usually within 20 minutes there is a recording when you call stating there is an issue. Open your ears and listen if it says we know and are fixing it calling along with 1000 other people wont make the problem get fixed any quicker or get the phone answered any faster.

2. Treat people the way you want to be treated. If you treat someone like shit why should they kiss your ass to get the shit directly from the source. A little bit of common courtesy goes a long way

3. If you only look at the front of your bill you will never understand it. Flip it over and if you cant do simple addition then you should probably go back to school. Since it is your money you should understand what your paying for.

4. Nothing in life is free and entertainment like the tv and internet (not phone)is not necessary but a luxory. you pay approx 50-120 monthly depending on channels + equipment charges. so if you have a 2 day outage let do the math here $50/30 days =$1.66 per day x2days =$3.32 and thats if all the channels go out so no you will not get 1 month free service you will pay for what you get. If you really break down a per day rate by channel a $50-55 plan has about 80 channels and 50 music stations so lets see $1.66/130 stations = .0128 cents per day but money is money so bitch all you want just dont get upset if you get a small credit instead of a month service free

5. Yes Comcast is a corporation and suprise surprise corporations make money and dont care as much as smaller companies about kissing everyones ass that throws money at them. If there is an issue a reasonable attempt will be made to resolve it but sometimes the calls are so stupid I cannot believe it IE my tv has a black screen turn it on or turn on your cable box

6. if you dont know your personal info like SS# or drivers licence # dont call about personal account information and then get mad at us for not telling whomever is calling your personal informatin like address and ss# or how much your spending on porn or having someone else run your bill up by adding shit you dont want (husbands, roommates and vengeful exes) People are crazy just look at the Hammer Lady that premeditated a hostage situation by attacking equipment at a lobby location without any regard for human or computer life.

7. Im not saying Comcast is perfect by far its not but there are millions of customers and only thousands of representatives so you do have to wait sometimes. And just like any other job there are some ways things have to be done that you dont agree with. And there is always someone who is just doing a job for a check and take no pride in it. For those people I do apologize.

8. EVERYONE IS ON A LIMITED INCOME YOU CAN ONLY SPEND WHAT YOU MAKE SOME JUST MAKE MORE THAN OTHERS. IF YOU CANT AFFORD IT DONT BUY IT AND DONT GET MAD WHEN YOU DONT HAVE IT FOR NOT PAYING FOR IT.

This is just the beginning of some info from an actual rep that cares and does their job correctly without treating customers as account #'s but as individulas with the same problems as everyone else.

PS to all of you that are going to rip me for staying anonymous My job pays my bills and i take pride in doing it correctly and solving your problems

Anonymous said...

What comcast customers don't realize is that we as customer service reps are doing the best we can. You have no idea how many times I have answered my phone to a person screaming at the top of their lungs before I can even get through my greeting. I am 1 of the few people in my call center that actually cares about helping the customer. Now how much harder do you think that is for me to want to do when all I do is get yelled at. WHO IN THE HELL DO YOU PEOPLE THINK YOU ARE? THERE IS NO NEED FOR YOU TO TALK TO ANOTHER HUMAN BEING LIKE THAT. YOUR MOTHER'S SHOULD HAVE RAISED YOU BETTER. You will get hung up on and I will be justified in doeing so if you are talking to me in the language your momma washed out you mouth with soap for. And if cursing is just the way you talk then you should go back to grammar school and be retaught proper english. I am paid to help you and nowhere in my job description does it say "get verbally abused by complete strangers" What if I were to come to your job and talk to someone like that? Is that gonna make you want to satisfy me anymore or ask me to leave you place of business? I am a customer as well of many other servies that I have had issues with, that doesnt mean I have the right to speak to anyone the way a druck wife beater does to his wife and 3 kids he molests. That kind of behavior should stay between you, God, and hopefully a qualified therapist.
For all of the countless ignorant, illiterate and just plain fucking stupid customers out there who don't understand your bill: do me a favor and turn it over and read it. I can't tell you all out there in CMD land how many times I have literally just read exactly what the bill says on the back to a customer.
Caller: I dont understand my bill.
CSR: have you looked at the back of your bill or did you just look at the front?
Caller: I just looked at the front.
CSR: well, why dont we take a look at the back. I'll give you a minute to look that over. Let me know if you have any questions after that.
Caller:I still dont get it.
This is when I proceed to read nothing more than what it says on the back of the bill.
Prorates: look it up in the dictionary if you must.
Past due balances: please just pay the fucking bill on time and in full.Issue resolved.
Promotion Roll offs: Don't act like you were not told that $19.99 a month price was for 6 months. You were told, you just werent smart enough to write it down.
next: Don't complain about hold time. It is not our fault that everyone in your area has decided to call at once. which is usually when you all get home from work and check your mail. We have more than enough staff on hand to help everyone as long as you are patient. Calls get answered first come first served. It is completely unrealistic for anyone to think they shoud have top priority over anyone else. Just like man, all Comcast customers are created and treated equally.
We are mandated by the FCC to comply with certain service levels. We don't want to have yo on hold for a rediculous amount of time anymore than you do. The company suffers having to pay fines for unusually extended hold times. Also, if there is an outage, please know that we are aware, hence the message you get from the IVR(automated system)telling you there is one and hold time. Everyone and their mom is calling to tell us that the cable is out. Trust me, we know. We have techs on call for just this reason. There is no need to get super pissed about it. All you have to do is ask nicely for a credit for the day. I dont want you paying for service that isn't working anymore than you do.

Lets move onto how much you are paying for servies:
Learn to budget people. If you know you are on a "limited income" that will realistically allow you have about $100 a month in entertainment expences (and lets face it, cable is not neccessary, it is a luxsury)don't order the package that has every single channel in it. Take a look at that channel line up or ask the rep helping you whick package has the channels you are looking for. You dont watch hbo, dont get the HBO package. You have 2 kids, get the kids channels.You husband likes porn, get the playboy.The amount of channles in the package shouldnt matter. The content of the channles should. There is no point in paying for a package that has 400 digital channels in it if the channels you like are all in the standard cable package. Just like if you were at the grocery store. You dont buy baby formula when you dont have a baby, why buy HBO when you don't watch it? Makes scence to me, but mabey thats just because I have common sence.

Now lets talk about the Automated, 1800 number, system.
If you just moved from Nevada to New york, but you are using your cell phone with the Nevada number, when the IVR askes you for the number where you want service and you put in the Nevada number instead of the New york number, dont get mad at us for not being able to set you up with service all the way across the country. Our call centers are mostly local. Find out what your area code is for your new city of dwelling and put tht number in so you can get to someone that CAN help you. Also, learn your new address.
Caller: I want to set up service at my new house.
CSR: ok,I can help you with that. Whats the address?
Caller: I don't know, I just moved in.
Sometimes I feel like going off on those people. How in the hell do you think I am supposed to know where to send a tech to set up your service if you dont even know. Why did you even bother picking up the phone then? Do you think we are all fixed with a clarvoiance chip during training? Or how about learning your own phone number. When you come on the line and I ask you for the number on the account so I can pull it up, have it ready. And dont yell at me about how comcast provides your telephone number so we should just know it. That doesnt mean that the comcast provided number is the one you put on your account as your best contact number. By law we cannot change that number without your permission. So for instance: you have AT&T phone service and thats the number you had as your best contact number then you switch to Comcast and get a brand new number, I cannot slap that Comcast number on your account as the best contact number unless you ask, or are asked by the rep if you would like to update your contact information. For all we know, that best contact number on your account is your cell phone. If you set up a service appointment and we call you to confirm it on the wrong phone number, its because you didnt update your information. Granted, once in awhile someone should ask if the information is correct and up to date, but that again is no reason to bitch and yell at me.
Next:I am not your therapist, please stop complaining so much and telling me your life story. Im not heartless, but what does your divorce, house buring down, forclosure, momma died ETC.. have to do with your cable services? NOTHING. I don't need to know. Im not your dorm RA. I'm not your mother, pastor,confidant, partner, lover,your BFF or even your bartender. I am there to fix any billing issues, video issues, sell you something occasionally, explain your bill because you were too lazy to read it yourself.
And please, stop the flirting over the phone. It's 1 800 not 1 900. I'm not gonna come to your house and cook for you. I dont have a MYSPACE page, my measurments, again, have nothing to do with cable. Yes my voice sounds cute and my perky attitude just makes you want to jizz yourself, thats what the Playboy subscription is for, you 35 year old, living in your parents basement or garage apartment, video game playing, blog reading, fast food working, high school drop out, premature balding ass holes.

I am tired of hearing about how "I am on social security, I'm on a limited income, I can't afford this" I am on a limited imcome as well. I can only spend as much as I make, just like every other person in America who uses credit cards responsibly. If you can't affod it, don't buy it.

Your request to speak with a supervisor:
You will and can be helped by the rep you are speaking to. You don't have to talk to a supervisor to get a credit, make a complaint, or just plain old get something done. Please have faith that we are trained to deal with the bullshit that you all call in about on a daily basis. If it really does come to you needing a supervisor, be patient. There are anywehre from 500 to 700 people answering phones. how many sups do you think are really there on a saturday morning? You will get called back with 24 hrs. Just hold your horses you dumb rednecks. You think your situation requires the immediate attention of a person higher up on the totum pole. Unless there is a hazardous stiuation, wait your turn in line. Someone will help you as soon as possible. And to be honest with you,sometimes all a stiuation needs is for a phone call to be made to the right person. And if the tech is late to your house, Im sorry. Unforseen circumstances will sometimes cause a tech to get behind. It happends. deal with it. So what you took half a day off of work. Why didnt you set that appointment up for your day off. If you had a doctors appointment and at the last minute your doc calls in sick, are you gonna go off on the receptionist? hows that gonna get the doc into the office any faster. same thing with the tech. Him being up on a pole or stuck in traffic doesnt warrent a bitch ass attitude. Yes, you should have gotten a phone call telling you he was running late. Im sorry you didnt, honestly. But how is yelling at me about needing to pick your kids up from school or having to go into the office gonna help get him there any faster.

Anonymous said...

I'm a CSR and I love my job. Npt the part where I get bitched at for no good reason, but the rest is all good. The company could use a little help with the commision plans and attendance policies I admit, but it's not that bad. We have stats that we need to keep up,but it's not that hard to do your job and do it right. Explain to theat customer that when they change their service, te next bill is gonna be prorated. Tell them about the service call charge while settin git up and offer the protection plan. Tell them. It saves us from taking a call later in the month from that pissed off person that "wasnt told" about something. Our jobs as CSRs is not that hard. We get 4-6 weeks of training and the longer you are there, the more you learn anyways.
If you hate the company so much, then quit. there are other jobs. not a lot but they are out there. There are worse jobs. Would you rather be a garbage man or a CSR for comcast? you still dealing with someone elses shit but at least when you go home from this job you still smell pretty. Im not saying its the most perfect place ever, I know some shaddy shit goes on. I personally have only had to deal with minor things. I still like what I do. I like helping the people that actually let me help them, I like getting into a convo about different tv shows when Im setting up a new connect. I do my job and I do it well because I care enough about it and the people that are impacted by my ability to do so.

Anonymous said...

For the smart ass CSR that complains that customers do not read the back of your convoluted bill:

If Comcast is so great about customer service and this not reading of the bill is such a big deal, how about you print the important billing items on the front ? Forgot, that is taken by the threats that not paying any portion of the bill constitutes reason to cut all services. Threats that you send to customers for no reason that pay you IN ADVANCE by automatic draft from credit cards. I love idiot threats for no reason, makes me all happy and friendly when I call Comcast for issues with service that I PIAD IN ADVANCE FOR.

Anonymous said...

If someone is having issues with their service, it will be credited,just ask. There is no need to get up in arms about it. and what do service issues have to do with stupit people not reading the whole bill? every other bill I get from my utilites and what not, I read. Whats so hard about looking at the whole thing? Anyone who has issues with be thourough with their affairs, IS STUPID. How can anyone honestly appose reading over the entirety of a billing statement. I have slight issue with billing in advance too, but that again does not excuse the lazyness of not reading a whole bill.

Anonymous said...

will you people get it right....COMCAST DOES NOT HAVE CSR'S.....the least you fakers can do is get it right when i tell you they are called CAE'S (CUSTOMER ACCOUNT EXECUTIVES)....

Anonymous said...

Hey all CMD peoples, I have a great idea:

Why don't everyone who hates Comcast so much just shut the fuck up and go somewhere else for their services. You have choices for your entertainment needs, you just pay for even shittier services. Oh yeah, make sure you get that dish service too, as they raise their prices just as much as Comcast would as they have contract renewal's as well.

Then maybe I'll get laid off for not having to show up at your house and I can collect unemployment while I try to find a new job that somebody will get pissed off with that company and set up a blog for them and I again will have something to do on the computer to WASTE MY TIME OVER BULLSHIT!

You people are fucking psycho to think anything will come of this other than your doctor telling you your stress level is too high, your blood pressure is too high, and you ego is too high.

Comcast is constantly changing as technology is constantly changing. When are YOU going to change and be a better customer? Why not let professional help you before you try to do things yourself and make shit worse? I'm sure the doctor would agree with me here and tell you to let me handle the stress for you. After all, I am an 8-year technician and I'll guarantee you I know what to do. Just don't treat me like shit and I might even bring that blood pressure down for you.

Anonymous said...

To whoever suggested that improtant information be put on the front of the bill: we do. How much you owe and when it's due. We could put all the information on 1 side of the bill. Then you would just be complaining that it was too small for you to read. Thats if you actually change your ways of being too lazy to read the entire of a bill and look past the amount due section.

Do you only read certain parts of your gas or electric bill? It lists your usage for that month, how much you used last month and how much you used that month in the prev year. Its all in the details my friends.
I dont know how anyone could have objections to reading. Mabey its all those customers that tell me they are illiterate. (trust me, this month alone I have had 4 customers tell me they dont know how to read or write) I almost made the suggestion that mabey they shouldnt be watching tv. And if you are illiterate and watching too much tv, even Cartman used the Phonics Monkey.

Anonymous said...

Re:Do you only read certain parts of your gas or electric bill? It lists your usage for that month, how much you used last month and how much you used that month in the prev year. Its all in the details my friends.
///

In my electric bill all these details are on the front, graphs and all. On the back is information regarding regulatory rules and contacting customer service.
No gratuituous threats are made anywhere on the bill.
And I am an electrical engineer with 20 years of experience, to address other comments above by a technician with 8.

Anonymous said...

Re:You have choices for your entertainment needs, you just pay for even shittier services. Oh yeah, make sure you get that dish service too, as they raise their prices just as much as Comcast would as they have contract renewal's as well.
///

I have no competitive choice for Internet access due to Comcast's monopoly. I have choices as far as television (satellite) which I intend to get a contract with. As my previous experience, satellite has superior programming, picture quality and customer support. The only reason for getting cable was Internet access. Once this is no longer usable, the need to use cable for anything else is no longer there.
I would much rather use a company that pretents to at least have some gratitude to their customers. How many posts here have you seen from Comcast employees thanking customers for their money that guarantees them employment ? Right, zero.

Anonymous said...

Re:I dont know how anyone could have objections to reading.

I have objections to reading gratuituous threats on a bill if I am a customer in good standing. Print important information regarding BILLING and print threats regarding termination of service if a bill is not paid. Maybe you are used to that treatment, but most normal persons would dislike it.

Anonymous said...

To the moran who can't even spell "maybe" and giving us a speech about how to read and write. Well I do know how to read and write, and hold down a job. But I think what most people are frustrated is with how they are being treated. If you came in to my store and asked to return an item do you think I would tell you no, I can't do that. You bought it you are stuck with it. What would you do? You would get angry and ask to speak to a manager and what if I told you said manager is not available and they'll call you back. Now would you be angry. Of Course you would be. All you want is to return your item for which you paid for. You want said item either in the correct size, or for whatever reason. The point is we as customers want what we paid for. Plain and simple. I pay you and you give your product. Thats how it works. Oh I don't know I think its been like that for a few thousands years. So I understand you get thousands of bad seeds. Yes it happens, people are impatient and get angry. But remember if you were in their shoes how would you react? Oh and by the way I don't have Comcast. I canceled your service the moment you didn't show up, and I have been extremely happy. And yes you are right, if we are soo unhappy then yes we shouldn't watch TV etc and move on.

Anonymous said...

To Mr. "No gratuituous threats are made anywhere on the bill"
The only time a "threat" is made on your bill is when it's not paid. Your an idiot.

Anonymous said...

When you call someone else an idiot, you should probably try not making first grader mistakes in your grammar. "Your" implies possessivness, whereas "you're" is a contration for "you are". The gentleman you were insulting appears to have a grip on the English language. A tip for you: Run YOUR idiot insults by someone who knows English before posting them. --YOU'RE an idiot.

Anonymous said...

Yes, I do have an understanding of the English language, although not my primary language.
And I see an implied threat for no reason that services would be terminated if not paid. Instead of wasting paper to by DEFAULT threaten customers in good standing, maybe you should focus on making your equipment work. Some of us get irked by this high handed attitude from a company that delivers poor service. Antiquated cabling hampers advanced digital devices and your half hearted attempts to fix them by endless reboots hoping that they would magically work do not help irate customers.
To give you an idea, when it rains my DVR cannot display "advanced functions". I do not need "advanced functions" but at least the channels that I could get if I disconnect the DVR and can get just fine through my cable ready built in tuner. Mindless design hampered by poor quality signal through 20 year old cabling that Comcast does not want to replace. Yes, and I did add a bi-directional amplifier that I PAID FOR since your equipment would not work AT ALL before. And I did rewire the house THREE TIMES including once by YOUR OWN technicians before convincing Comcast to change a line amp at the pole.
Compare that to satelite: point the antenna properly and IT WORKS. Yeah, it goes out when it rains heavily but so does Comcast even on sunny days.
We do not like your poor service, your poor attitude, your high prices, your poor channels selection, your horrible advertisements and especially WE DO NOT LIKE YOU. We do not like your monopoly and we hope you will be GONE so a good competitive cable provider could service our area.
Have a great Comcastic day.

Anonymous said...

One more thing: it is not my desire to have these threads devolve into name calling contests, but a clear note of customer dissatisfaction that hopefully will make the company either eventually improve its service or sell the market to someone who can operate it properly. If people may believe that I could be an idiot or whatever for getting angered when reading gratuituous threats about billing when all is being paid for years and I am on hold with newfound friends from India trying to get non working services to work, so be it. The important thing is that customers and regulatory agencies DO READ those comments and will eventually force Comcast to clean up its act.

Anonymous said...

I can't speak for the other CAE, but I work in Michigan. I work in the same office where the powerpoint presentation that is circulating the web came from. I can't speak for any other location, but I do know that the problems outlined in the presentation and mentioned on this site are commonplace. Yes, there are good reps. Unfortunately, there are terrible ones as well. I hear customers being lied to about prices and services, I have seen gross overcharging on the bills, and I have seen tech services turn a blind eye to repair issues. So, don't bash anyone and say that Comcast isn't fucked up and doesn't have improvements to make, because that is NOT at all the truth.

Anonymous said...

I work for Comcast, yes the actual Comcast not a contractor and i'll tell you the only thing this company cares about is money. I have to break the rules and risk my ass to try and give the customers the kind of service they pay for. When you call in with a problem and we have to put in a "ticket" for the issue and well call you back maybee in a week if you're lucky is because we arent given the access to the tools that could fix your problem in 30 seconds. we have to send it off to another person who has access and might get to it when they have time. I find every work around I can to try and bypass these tickets. I call the people with access directly and ask them just to change a quick setting and they try to tell me no its not the correct process so I argue until they do it. Some people here actually do care if your services don't work and we do what we can to try and get around these stuipd ass policies so please try your best not to yell at us. Ask to speak to a supervisor and yell at them. They're the ones making you wait for something that could be fixed right away. I feel trapped in this job and I cant get out. I'm in the national guard and i'm actually exited to go to Iraq because I will be away from this place and I know other military workers here that feel the same. Did you know when you call in and yell at us we get in trouble for not trying to sell you something. No matter hoe pissed you are that your internet doesnt work were still expected to tell you about our shitty digital voice phone service that works oh yea half the time if youre lucky. We came up with a good marketing campaign though. if you have an annoying friend or family memeber that you dont want to talk to but feel forced to. Sign up for digital voice. Then you can hang up on them and ignore their calls. Just blame it on your new comcast digital voice.

WOLF said...

like most here I work for an out sourced center, I am a "CEA II" rep, at least thats what is says on my pay stub. Im posting this in hopes of clarifying some things. First is our handel time, I dont pay attention to it. But I would liek to say something in deffence. When I say "type CNN.com in the address bar" and you say "what?" or where is the address bar, I recommend taking a basic internet class because that is very beyond rediculouse to not know how to properly surf the web. When your PC takes 30 min to load up... when you cant find the start menu... when you dont know your operating system... when you decided to hook up 2 routers, wireless to some remote back yard house, dont know what a router is, and use watchmacallit to send email. and want ust to click a "make it work button" ITS NOT GOING TO HAPPEN!!! those of us working for an outsourced center cant fix you messing up your computer from porn or bad hard ware in those time frames. second is those who call in "Let me speak to your supervisor!" and through a fit when we ask how can I help... Piss OFF. There is this thing called procedure we have to follow. Its that or you dont speak to anyone but my pretty face. and my supervisor will tell you the EXACT SAME THING I did but the can tell you to piss off over the phone.Third, many of us are in tech support must also SELL CDV to customers with none working internet or TV, this is just a stupid idea altogether but its "Our job" we dont like it and it doesnt work, Tech support and sales, thats the suit and ties up top not us. And finally those customers who are angry and have a fit when we acctually do try to help. WATCH WAHT YOU SAY! I am saying this for my fiance who works with me when you say "go suck on your daddys C**K" I HOPE YOU BURN IN HELL!!! because she was raped by her father you prick. Every one of us here are people and if you are nice, we will help. If not we will reset your modem. we wont help we will put the phone on mute till you hang up. Transffer you to the spanish que. dont forget WE KNOW WHERE YOU LIVE, and we are completely anonymous as far as you are concerned, you dont piss off the cook cuz he'll spit in your food. you dont piss off the dentist cuz he will F*** up your teeth. We can do that to your internet if you drive us to it. cancelling Techs going out, they appreciate it, closing work orders, not putting the upgrade or down grade through, or acctually charging you $5-$20 to change service. or not documenting anything so that when you call in for that refund for being out for a month you can take it up the A$$ cuz there is no proof that it was out to begin with.

-The person you talk to.

Anonymous said...

I love these "employees" that say "if you don't like us, go somewhere else." First of all, that comment is an excellent representation of your company's view on customer service. Second, believe me - if I could go somewhere else, I would!!! But, Comcast has a monopoly in our area - it is the ONLY provider here in Atlanta.

Anonymous said...

Here is a few tips at there to you customers, and what I mean by "you customers" are the ones that get so frustrated that I've been called names I wouldn't even repeat outloud in my household, and I have a mouth on me.

1. Internet is not a necessity, if you have to wait 3 days for a tech, wait 3 days for a tech. There are movies to watch, books to read, dogs to walk, and lawns to be mowed. If anything at all...pay attention to your kids.

2. Most of you talk on here about your experiences and bad customer service and comcast employees don't know whats going on...etc. First off, Comcast doesn't give us proper training in 3rd party centers. We can't contact dispatch, so when we tell you that, we aren't lying. They don't give us numbers but 1-800-Comcast. They hardly give us raises, and we take alot of crap from you guys on top of it. We have our own bills to pay and watch out for our own jobs. So don't take your frustrations out on someone that has your entire account sitting in the palm of their hand and your credit card number from the last payment you made. Not saying we are the little devils that would do such a thing but it has happened before when you mess with the wrong person.

3. Also, when I ask to verify your address, name, and ssn, its for a good reason. Would you like for your ex-wife/husband to call in and cancel your services because I was tired of verifiying your information? Yeah, that happens too.

4. We don't have a magic button that we press to turn your services on and off. So quit asking us to "just turn them on". Most of the time, for internet, the service is fine, your NIC is corrupted or your router is messsed up.

5. Its pronounced LINK-SYS. Not LINK-IES.

6. Last but not least, for those of you telling us to get new jobs if Comcast treats us so badly, how about in this wonderful economy we have can you tell me in this dump of a town I live in to get a job that I get paid enough to pay rent? Or pay for school? Or even pay for gas? I've worked my fair share of burger flipping jobs and I'll tell you this, I'd rather sit in a computer chair all day then deal with that. For those of you that got a job out of college and don't know what actual life stress is...well, you have no room to talk to anyone that works for a call center. People don't get degrees to work here, believe me. It doesn't happen.

If you have a complaint or you are frustrated, we will sympathize and do what we can. But if we do what we can for you and thats not good enough, talk to the busy bodies at comcast headquarters to get "good enough". Cause you won't get it from us, regardless if you talk to a supervisor, an Operations Manager, or a Site Director.

Comcast blocks our systems from accessing information, doesn't give us numbers to call, and tells us to tell you to suck it up.

So please, be a little bit more patient and a little bit more nice when you talk to a CAE, we are people just like you, doing our jobs, the best we can.

Or YOU can pay my bills, either way works fine for me.

Anonymous said...

RE:for internet, the service is fine, your NIC is corrupted or your router is messsed up.

///

Really ? A "corrupted" network interface card ? Hehehe. In TWENTY years of dealing with networks I have not heard that. Maybe you refer to a dead network card or maybe a corrupted TCP stack. Funny, nevertheless.

Kaelmalakai said...

Re: the comment about dead/corrupt NIC. Well, it might be incorrect to say corrupt NIC... its just a testament to the poor training. They give us 2 weeks basically showing us how to handle the phone and barely functional tools... after that its out onto the floor. There is a BASIC tool that goes step by step through a diagnosis, except half the time it doesn't report the correct issue and ends up saying to send a tech out. The other great tool that we have is an encyclopedia of definitions and hardware. For the first month many CSR's are usually trying to ask someone else what's going on. As well, the only time we can get a supervisor over to us in a short amount of time is when we are on a call for over 6 minutes... if there's an actual problem that requires a supervisor to come talk to a customer, it'll be about 10 min.
For some reason, the company liked to hamstring CSR's too... you would think they'd like to reduce call times and wait times. When I first started, we had close to full tool and diagnosis access. Meaning that if you call in with an issue that could be fixed over the phone, we could actually get it done. By the time I had left, they'd pulled regular CSR access to many of the tools. So when getting customers asking for a password reset for their email, instead of doing it myself and the call being 5 minutes... we now had to issue a ticket and it would take about 2-3 business days.

In the end it gets hard to care about the customer, especially if they are being obstinate or insulting. The reward and pay-raise system sucked, positive comments were sparse, the work was not fulfilling. After about 6months of working there, I had over 50 missed days. Days I was actually sick=0.

Lastly, I apologize to anyone on here who I talked to and referred to microsoft for support because I was too apathetic/lazy to do my job.

Anonymous said...

Rick Germano will sure do abide by his promise to improve Comcast's customer service and that may involve firing agents without due process just like what happened in this chat incident which was reported by an unknown customer:

Agent: Thank you for contacting Comcast Cable TV Chat Support. How May I help you today?
Edgar: Blah blah blah I just want to report an illegal cable connection!
Agent: I understand your issue and before we can proceed, I need to confirm your identity as the authorized account holder or the account holder's spouse. May I have your full name and account number please?
Edgar: I do not have my account number here with me right now. I am in the office away from my home and my name is Edgar Smith.

In this part, the customer claims that he does not have his account number with him so we presume that he is a Comcast customer who is unaware of his account number which does happen. And also, this issue should have already been referred to the Comcast Local Center in his town in Tennessee...

Agent: Thank you for that information. I apologize for the inconvenience, as much as I want to assist you regarding this matter, you have to call the Comcast Local Center in your area to have this reported so they can immediately dispatch a truck.

The customer disagrees...

Edgar: I already called them and was put on hold then hang-up!
Agent: I understand your frustration and I would also like this resolved, there might have been a high call volume at the time you made that call. Can you please tell me what phone number you called just to make sure?

It took several minutes before the customer replied to my simple question...

Edgar: Just give me the damn number to call!

The customer did not give me a direct answer so I mistakenly provided the phone number for a payment center which is not a service center...

Agent: Sure it will be 1-XXX-XXXX
Edgar: That is the number that I called and was put on a long hold then hang-up!

I corrected my mistake because the phone number I gave him is for a payment center...

Agent: I am sorry, Edgar. Please try calling 1-YYY-YYYY

Guess what the customer will answer to me?

Edgar: That is the number that I called and was put on a long hold then hang-up!

So I gave him the general phone number for Comcast Customer Service...

Agent: I understand that our local center may be busy. Please call our customer service hotline 1-ZZZ-ZZZZ

And again, guess what will he say? he is just like copying and pasting his answers!

Edgar: That is the number that I called and was put on a long hold then hang-up!

So I was beginning to think that whatever phone number I will give to him, he will repeatedly give the same answer.

Edgar: Can't you not help me with this issue? Are you allowing people to get free cable? By the way, there is a Comcast truck outside my home. Can I just report it to the them?
Agent: I really apologize, Edgar. But the procedures we follow for this type of issue is that we have to advise you to contact your local center for immediate action.
Edgar: What!?! I already told you that they are of no help to me and you are starting to be of no help as well! Will you allow this people to steal cable service from you and watch it for free?
Agent: No Edgar, we do not allow it and we do appreciate your concern.
Edgar: So what are you doing? Get out of your seat and apprehend them!

The customer is unaware that I am in an outsourced call center in the Philippines while he and his issue is in the United States.

Agent: Doing fieldwork is not part of our job here in chat support. You mentioned that you saw a Comcast truck parked outside your house? Why not tell them about the theft?
Edgar: No it is not a Comcast truck but a service truck for a Texas-based Internet Service Provider.

What do you think about that answer? a Comcast truck transforming into a Texas-based ISP service truck in a manner of minutes! This convinces me more that this is a prankster so better do account verification again...

Agent: Edgar, are you an account holder?
Edgar: No, I am a direct TV customer. I will not subscribe to Comcast because your customer service numbers are always busy!

Did he just told me in the beginning of the chat that he does not have his Comcast account number with him because he is at work and away from his house?

Agent: Well if you are a non-Comcast customer but a Direct TV customer, please call Direct TV because it is not Comcast cable service that is being stolen from you.
Edgar: Nothing is being stolen from me, it is my neighbor's house that is being stolen with Comcast cable service.
Agent: Okay, Have you notified your neighbor about this?
Edgar: No that would be impossible because my neighbor's house has been left abandoned for several years now so nobody lives there anymore.
Agent: An empty house will not be served with Comcast cable because nobody will be using it and definitely nobody will be paying for it. If you believe that something is being stolen from your neighbor's house then that is private property being stolen and should be reported to 911.
Edgar: What is 911?

Ironic for this U.S. Citizen that he does not know 911...

Agent: It is the phone number for the police.
Edgar: I will not bother calling the cops for this issue because I have done my part already. Now it is you, Comcast, turn to take action or I will report you to Rick Germano.
Agent: Who is Rick Germano?

I am unaware that Rick Germano is the Senior Vice President for Customer Operations overseeing all Comcast U.S.-homeland and outsourced customer service centers in Canada and the Philippines.

Edgar: Rick Germano is the new guy in town for Comcast, he is your VP for people like us.
Agent: Well If I were Rick Germano, he would know that I already done my part too.
Edgar: No you don't from my point of view! All you did is to ask me to call local center phone numbers that I will definitely not bother to call.
Edgar: Can I tell you the address of my neighbor and tell me if they still have Comcast cable service?

Comcast agents are taught to keep account information private therefore a non-account holder cannot know if a given house address or name or phone number or email address is a Comcast customer.

Agent: No I apologize, we cannot tell if a given address is a Comcast subscriber for the privacy protection of our customers.
Edgar: Then it is true that my neighbor is indeed a Comcast cable user and you are no help in saving your service. Thank God your company is wasting millions of pesos for poor customer service and free cable service!

Did he just say "pesos"? Is the "peso" the money currency in the United States? I did not answer yes or no but instead ended the call with a recap and a proper closing line...

Agent: Edgar, since you are not an account holder thus not claiming any liabilities from us. I cannot assist you any further because I have already given you my advise and our chat is taking too long without direction. I have to assist other customers waiting on the line. Thank for your time and will there be anything else I may help you with today?
Edgar: No, Thanks!
Agent: Thank you for contacting Comcast. We appreciate your business. Have a great day!

Anonymous said...

I am a Comcast employee - and I must say I'm bit shocked. First of all - to all of the customers railing on us CAE's (you know the ones that answer your calls) -- I would love -- just LOVE -- to see you sit at our job for one week and take some of the abuse we take from angry customers and then go on to the next call like it's nothing. There are days when I'd LOVE to scream right back at the customers that call in with an immediate attitude. You never gave us a second to try and help you.

Can we do better at customer service -- what company can't -- there is always room for improvement -- but even the BEST customer service rep will get tired of being yelled at every time a call comes in.

I know I do everything I can to help MY customers - even the pissed off ones. And I go out of my way to compensate them FAIRLY for their time without service. But when you call in asking for a $400 credit on your acct when you pay $57 a month -- come on ....

Bottom line -- most of the stuff above is just a bunch of crying and whining -- there is no way any boss can keep a person from using the restroom -- now if you are caught using the restroom to text msg all your friends from your cell phone... there might be the problem..

Do your job - help your customers to the best of your ability and put on a smile -- there are people in the military dying while they do their job -- and you complain because you sit in a comfy air conditioned office.

Listen to your customers and help them -- don't lie to them about their appt times -- it lessens the # of repeat pissed off callers!! it's common sense. Talk to your customers in a manner that you would want any other customer service person to talk to someone you love. With respect and TRUTH.

Anonymous said...

I have been with Comcast for 5 years. I started when the company was first starting out in this area, and now I am still here even though I have heard we are being sold.

I get a lot of nasty customers who hate Comcast. But you can bet your ass by the time I leave they appreciate the service I did for them.

I am not there to bullshit someone, and give them another excuse. I hate work, and I am sure I always will. I do not plan on retire with Comcast, but right now it's my job, and I will do it to my fullest. I have done everything this Company has to offer from the Headend, to the front desk, to being a Tech. There are tons of people that work for Comcast that don't know jack shit about anything. I could go on for days. But honestly as a customer (which I also am). If I have a problem with anyone on the phone. I usually hang up and call again. It sucks I know, and no one should have to do that. But can you honestly take the biggest cable company in the world, and turn it around just like that?

Why do you think so many people complain about Comcast? How come people don't complain about other companies just as much? I have an answer for you. We have a huge about of subs compared to any other cable company in the world. Does that mean people should be treated like shit? No. Does that mean our subs should treat employees like shit? No. We are all human, just trying to do our job. I know how to do my job, and I wish there were many of me working for Comcast, because I have a state of mind. I often put myself in the customer's shoes, and decide there is no way in hell I would live with service like this. So I best fix it ASAP.

If you don't get what you want from for local office. Then go coporate on their asses!

P.S.
I could go into depth about every little thing, but I honestly have better things to do right now.

Anonymous said...

I work for Comcast directly. I put up with a lot shit from this company. I have a total of 8 minutes a day in one 8 hour shift to use the bathroom. I have to use my break time to get up and get a drink of water and they force to me sell this shitty phone service that I absoloutley despise and myself dont have even though its $15 a month. I constantly give shit away to people and get bitched at for it. When one of you "customers" calls in with an attitude, you add to that stress and you in turn get nothing. I get paid to fix your internet and phone and to keep you from canceling. Talk to me like a human being, and youll be suprised by what you get in turn. Next time you call in with an 8778 account # remember this, cause the whole damn office feels the same way. Otherwise, please cancel and go to Fios or LOL Dish and pay them, sign that contract and deal with 100% contracted work instead of inhouse local guys. Please, please, please, stop calling, just cancel and leave. Thank you.

Anonymous said...

NEWSFLASH!!

WE DON'T GIVE A FLYING F*** IF YOU CANCEL YOUR ACCOUNT! So keep the threats coming....well I'm switching to AT&T or Dish Network!!

Guess what A-hole, if you don't pay your AT&T bill, they'll disconnect your services too!!

Also, don't call and ask why your bill is so high when you haven't made a payment in 3 months.

Scott E said...

you guys are all ridiculous, employees and customers

chill

Anonymous said...

Im a tech in Florida and planned to work for Cockmast until I found something better. I do believe most techs do the best they can, but it still comes down to money. Comcast pays shit, take last Sunday I had 25 jobs another tech had 27. I get paid about $13.50 an hour and work 5 8hr days. I will get your services up and running but I wouldn't guaranty shit. They don't give us enough time to go from tap to tv. I take night classes so I have to leave on time so if you have an appointment o fuckin well nothing I can do about it. I feel bad for customers that have actual problems but there's nothing us techs can do. The person to blame is $10.3m a year CEO Bryan Roberts. Thats right Roberts get of your ass and fix this shit. 25 jobs are you out your fucking mind.

Anonymous said...

All of you who work for Comcast realize one thing, it is not you that is the problem but Comcast as the corporation. Comcast is taking advantage of you by putting you on the front lines to implement the unfair Comcast policies. You are told what to say and you do not have much control of it. Like anyone else, you are trying to earn money and put food on the table and some truly care about helping but you are constricted by the policies you follow. Although I do not work there, I assume many of CSRs are not even able to afford the Comcast service or more importantly healthcare with the amount of money they pay you, so to take the crap you hear from customers is certainly unfair and makes you even more mad. So the question I ask, why are we arguing with each other when we are all in the same boat? Argue with the policies that are creating these problems and the people making the policies and stop dividing each other by yelling back and forth whether we are doing a good job implementing shity policies. As example, a CSR did not create 5 hour time windows for appointments, someone else who is making enough money to have 5 triple plays did.

Anonymous said...

I Have been a Comcast Direct Sales Rep for a little over 5 years. Untill recently they werent a terrible company to work for. Lately that has gone out of the window!!! We sales reps have been told to lie to the police that we are not soliciting in certain areas where comcast is too cheap to purchase solicators licences if we get pulled over.
Not to mention that in the last 5 months my entire department has taken between a 5% - 45% pay cut. Then to top it off we are selling door to door for promotions that are not half as good as those offers that can be found on the internet. This is a horrible company and half of the management has no clue what is going on most of the time! On a good note the medical is good. Those of you that are thinking about starting a sales career with comcast think again!! Try selling magazines or coupons for oil changes. At least then you might be treated well by your employer!

Anonymous said...

I would like to address some of the prior enteries here. I am a former employee of Comcast. I was fired due to not offering new products to customers when they called in for issues with their service. Some of the customers were having multiple long term issues with their services. That was not a concern of upper management. They still insisted that we offer other products. The last thing the customer wants when they are having continuing issues with no resolution in site is to order another product from this company. Because I didn't offer more products to these customers, I was fired.

I noticed several entries from people who said that if you don't like the service, cancel and go somewhere else. I've been trying to do just that. I can get phone and Salelite but I cannot get internet service where I live unless it is Comcast. A new bill was passed recently that enabled other companies to offer service in these area's, but Comcast has found a way to keep that from happening. I've checked with every internet provider available in Michigan and non of them offer high speed here.

The only thing good about Comcast is that they have local support. Your not talking to someone in India or the Philapenes. But that is the only thing good about them. We need to flood the cable commission to allow other cable companies to access these area's.

After reading through these comments and the comments on other sites, it is evident that it's only a matter of time that we'll see Comcast crashing. Comcast was once a good company to have and work for. But now that they have decided to become extremely greedy, they will fall. I've seen it too many times with other companies.

After being let go, I contacted the Corporate Offices and they supposebly performed an investigation of the issues. I even show them proof that my Tech Support skills were well above average. But that was not a concern of theirs. Just because I was a Tech Support Specialist doesn't mean that was the job they wanted me to do. They wanted me to sell, not fix.

If we flood the cable commission with requests for choices in our cable service, I believe that Comcast would be hurt where it counts. Their pocketbook. Because once there is a choice, Comcast will not be that choice.

Anonymous said...

Former Comcastic employee here, begging current subscribers to not take your frustration out on the person on the other line. They're not paid enough and when they try to go above and beyond the call of duty, they get shot down (happened to me several times).

Let me give you all an idea of the crap the employees go through daily:

AHT - Average Handle Time, must be at the most 700 seconds, over it and you get written up. Doesn't matter that the caller has been on hold for 20 minutes, the 10th they've called about the same freaking issue oh and they're phone OR internet OR all their services are out...AGAIN

Adherence - when you sign on/off for breaks and end of shift. If you meet their goal you're golden, if you don't...warning and then enough times, write up - doesn't matter if you are on a call with an 80 year old because one of you're fellow idiot CAE's decided to sell them Comcast home networking...which rarely works.

In/Out Lines - calling subscribers back or calling withing the comcast company, when you have access to the numbers, I couldn't even get the local lobby location number. Oh, and if you get disconnected the supervisor's don't want you to call them back.

Repeat Calls - yep, they take a look at how many calls they feel counted for the day and measure up on how many of those people called back, kind of hard to avoid this when you are told NOT to call people back - even if you tell them you will.

Supervisors - Just glorified CAE's, these are people who met their stats long enough but weren't good enough to go to other departments but still wanted more money. Some of these sup's are supposed to be like a 'mentor' to a group of CAE's, mine pretty much threw us all under the bus in an attempt to further their pathetic career.

I ignored all the crap they told me to keep an eye on because I actually wanted to help my callers...the straw that broke the camel's back, company on the verge of ruining a subscribers credit, calling around to see what I can do, the supervisor's are all telling me contradicting things - all of which incorrect and what do I do...call the person back just to get screamed at for about an hour because Comcast's policies suck.

Anonymous said...

Customers are Liars. I have always said that comcast customers are a special breed of people. Liars,people trying to take advantage of big corporations, panty waists. Stop your bitching. And yes, ommition is still lying. you guys arent posting the whole story, the part where hella people tired to help you with your issue. the part where you cussed out some poor innocent person who just answered the phone trying to do their job and pay their bills just like you neglected to do. If your going to complain and post, at least put the whole story.

Anonymous said...

I just watched a segment on "Extra" about traveling and how to get your hotel, flight and car rental accomodations upgraded. A travel writer said the most amazing thing. He just told America that if yu want something from person thats helping you, talk to them. Ask them how their day is going, etc. Don't yell and scream at them. If you are nice to them and act like you give a damn, you might get your plane ticket upgraded.

Take the hint you ass hole customers who have forgotten what common curtisy was. Say "hello" at least before the profanity comes spewing out. Having trouble with your service for 3 or 4 days. Well, since you actually held a conversation with me and didnt treat me like shit, I think I will go ahead and give you credit for 7 days just because I can.

Anonymous said...

I used to be a comcast employee. I was an employee for 13 years. I started with TCI who was bought by AT&T then finally comcast. Beginning with getting rid of 30% of employees, it was evident that their reputation as the "walmart" of cable companies. I knew my day was coming, the first person to be fired for whatever lame reason they found had been there 18 yrs. I took a while to show a pattern but it finally showed, anybody with more than 10 yrs making over 40,000 was the targets. The employee fired before me was fired for not disclosing a criminal record which had happened 17 years prior and five years prior to TCI. to fire me they brought out the original contract from 1993 to show me where I had violated company policy. I was the 14'th employee fired in 2 years. the management is the problem they need to get out the numbers so if you have to jimmy-rig something to get it fixed quick and get to the next unhappy customer then do it.

Anonymous said...

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Anonymous said...

Honestly customers...anyone YOU talk to makes less than $45K a year. Don't yell at them, they don't run comcast, and their net worth doesn't take a hit if you cancel service, I WISH some of you actually would instead of just threatening to do so. Once the tech is at your house there isn't much that he can do if you've already talked to a supervisor and he won't fix the problem. Stop starting at the bottom of the totem pole.

PS, if you live in section 8 or govt assisted housing you shouldn't have 6 digital HD DVR converters with HBO and Stars in your 3 bedroom apartment, which is split into 7 rooms for you and the rest of your family to live.

PSS, TURN ON THE FUCKING A/C! It should not be hotter in your house than it is outside during the summer.

Anonymous said...

QUOTE "Anonymous said...

I guess this is my own fault for not reading ALL of the posts here, but...did some of the employees express that they are unhappy? Of course there are some frustrations in the company, but that is with ANY job. I am more than happy working for Comcast because I know that I do my job and I have customers telling me every single day what a great job that I am doing. Of course it's a little disheartening to see sites like this with all of the frustrated customers and I apologize for the terrible experience that you guys have had...but honestly, we're not a terrible customer. For every angry customer, there's a happy one. For every dissatisfied customer, there is one that is beyond satisfied. Sure, we have a few bad apples (like any other company) and they seem to be spoiling it for the rest, which is just a shame."


So if my math is correct here that means %50 of your customers are angry....hmmmm, not so great if you ask me.

Another disgruntled Comcast of Union NJ II in Jersey City, NJ customer said...

You say that if we don't like the service we should go elsewhere...where the fuck am I going to go when you are the only option in my high rise? Fuck you and your shitty fucking service. You truly don't understand how to treat the customers that pay your salary. Fuck you you fucking fuck. Go fuck your mother. You and your industry low HD channel count. Do the world a favor and crash your car into a telephone pole on the way home from work, no one will miss you.

Anonymous said...

You all are fucking retarded. Get a life!

Anonymous said...

I work for Comcast. As an agent who deals with these issues on the phone with you, just know this. We WANT to help. Seriously, at least I do. I work in the phone department, and recently had an occurance that I'd like to share. I had a customer on my line, who had changed her number at least 4 times. The person she'd been changing the number to stop calls from kept getting the new number. Now as most of you know, that means it take three business days. This customer, a woman, and a previous rape victim is crying on the phone to me and severly upset. So in order to help her, I try to get a hold of a department who has the pull to change a number right away, that way my customer could harbor away this issue, and feel better, but no, they said they could not change it. ( note: The day before, I called the same number to have them change a customers number because I didn't set it out for three business days, and they did.) So, I have a hysterical customer on my line, I really am concerned about, Telling the agent this, they still gave me a sorry excuse and didn't do it. I escalated to my supervisor, and stayed on the call to listen to what they was going to tell her, since I'd exhausted every last idea. I spent two hours on the phone with this poor woman, and they did nothing to help her. NOTHING. Told her "unfortunately, blahblahblahblah, i'm sorry blah blah blah.
If I have anything to share, it's that we go through the same things you do. I'd love nothing more than to just make it work, but with their "policies" they way that they are, we're very restricted on what we can do and how fast it can be done. I'm more than competent, able, and willing, but without the resources we need to help you the customer, what would you have us do. There are bad and good parts of the service. Internally we are trying to alert Comcast of these issues, and trying to get them to see that a change to the services has to be made if it wants to continue being a powerhouse company. I work there because I need a job, and my morals will not pay my rent.

communicator said...

I work as a service tech in SEMA.The work I try to do takes way more time to perform than allows.I skip lunch,coffee breaks, and just taking a minute out of my work day to complete my jobs(sometimes 8-10 per day).A lot of my jobs are go-backs on untrained/under qualified service technicians that will be moving up to phone/internet techs soon.There isn't any kind of quality control on our work.If 3 or more techs have been assigned the same job, a tier2(very experience tech) should be dispatched to that job.Problem is that some techs don't want to have a go back on that particular job, so they cancel the call or code it off with "not home/no problem found.So, what happens now is that that problem job is allotted the same metrics(about 20 minutes)to repair the problem.Well, just imagine that this customer has 4 cable boxes, a modem/EMTA and a spider web of wires that the customer has no clue where they run(they weren't tagged when they were installed(no time or many years ago). Now this 4th tech has never been to this house and isn't familiar with seeing through walls and can't locate the extra splitters and countless barrels on the lines. Basically we need to allow to "Customer First" motto to follow through with Tech time to fix the problem.....

communicator said...

I see most of the posts here are mon ths old.Have they been resolved or did someone wipe away their privilige to post....JK.I work for Comcast and find many,many,MANY problems with the corporate guys running the ship with out being able to see where they are sterring.They run on numbers and if those numbers are within the spectrum of parameters of some analyst why should they change anything? IT WORKS! WRONG< WRONG< WRONG!The structural design relies on it's base,IE:customer service....If one customer gets unstisfactory service, they tell others about it.That leaves a bad taste in there mouth that can never be removed.......The 1st problem that Corp.Comcast needs to do is communicate with the frontline techs...What are their concerns and needs...2nd is that analisys of the time frame of trouble calls.They were developed in the early 80's and don't reflect the new Melenium devices we have to work with.I have 4 devices that need to be charged constantly to operate.If one fails, I'm stuck to proceed because I can't see,communicate or diagnos the problem...You all have seen the guy on hold for over 2 hours on the tech line with Comcast...That still happens!!!Not as long, but I've waited on hold 20 minutes,40 minutes many,many times.We are given 20 minutes to find,correct,and report our findings...If the wait time is extended, we're behind schedule and there is NO recourse.They tell us to call dispatch or our team leader.Usually dispatch tells us to call the team leader,who rarely answers or will call back an hour later...WHY CAN'T WE ALL JUST GET ALONG?!!!

If you have a real problemthat hasn't been resolved properly, find the corporate number by using Google and call corporate to complain..This blodspot works excellent(I hope).

Anonymous said...

TCI Guy. I feel for you man but be honest....you feel relieved don't you. Its really a crapy job, the Jim Carey imitations got old fast and it sucks to work on sundays. How are your knees feeling from climbing latters and kneeling in crawl spaces? Bottom line is that comcast management treats thier talent like crap. You can't really tell from the stats because it doesn't acurately show a picture of the house or the customer. Whatever you do, don't try to go to digicom. They are also comcast. Man I put in an app and they called me to start like a dispatcher calls while you are on a job to ask you to take another one. I could instantly feel the stress meter rise so I told digicom to take a flying leap. Told comcast that too. Told qwest to suck a banana and now Im headed back to college on uncle sams dime. Doesn't matter anyways cuz the economy is in the crapper. By the time I graduate the market will rebound and tech jobs will be a plenty. Oh that and the fcc will knock comcast out of thier current position of monopoly and bandwidth will increase. Digital boxes will be a thing of the past and we will all be using esp. JK! there will still be digital boxes. No its just a matter of time till tech companies like ATI take cable labs to the mat for limiting technology for the consumer to benefit comcast and time warner. Take care dude.

Anonymous said...

I to work in customer service. People who have been on the floor a long time are bitter. Everyday they get yelled @ by some asshole who thinks that the whole fucking world revolves around their shit. Am I pissed off yes. Don't call me asking for help then call me an idiot and tell me that I have no idea what I am talking about. I work in the AP department. You are required to have a little bit of knowledge about computers before you are highered to work in that department. If your whole computer is running slow, it is not our fault. If you download things and get viruses, guess what, it's not our fault. If YOU CAN NOT LOG INTO WINDOWS CALL MICROSOFT! We can not help you with that. All this hostility may be misconstrued. You are probably thinking that I am one of those horrible agents that I mention above. However, I am not. I go out of my way to get things taken care of for my customers. I will be good to them, as long as they appreciate me getting their problem resolved. While we do not have direct lines, I get e-mails from my co-workers almost daily for customers who only wish to have me handle their matter and I am proud of that. I am proud that I am able to build that rapport with a customer.
Many customers forget that the way they talk to that agent is going to effect how the agent services their next few customers, so unless you are pissed off at them directly, don't yell at them or demean them. You have no right to. Also if you have only called in 1 time for a problem with in the last 3, 6 or what ever months, we are not going to give you 3, 6, or what ever amount of credit. It has to be justifiable.
The field techs work hard. Sometimes they are scheduled 3 jobs in a 2 hour period. If any of those jobs gets pushed back because they had to do more than expected, it is not their fault or ours. The best way to ensure that you will receive some sort of warning as to the techs ETA, is to ensure that the agent scheduling gets a secondary contact number.

Anonymous said...

I should also add, to the plethora of employee post, if you can not afford it, cut back. Don't call us bitching that you want it for free because you are strapped for cash. What the fuck happened to financial responsibility and control in the home? Another thing you do not pay 200 dollars for the phone, or the internet you dumb ass. If that where the case, then we would have no customers. Your bill is so much because you have 5 tv's in the house. What the fuck is the point in that? No one is going to give you a 200 dollar credit, when the phone has been your only problem, and you are only paying 33 dollars a month for it. It's not going to happen. On of the other posters made a valid point, if you do not like the services, you can go somewhere else. To bad Comcast doesn't do like Verizon and boot people who call to much or who are rude to their people. Hell they don't even have to be nice to them, and we are expected to kiss your dingy ass like it is the ass of God.

Anonymous said...

I am going to put my 2 cents in here for what it will be worth. People moan and groan about services offered or not offered. Have you ever thought about WHY another company is not in your area but might be just a half a mile away? Here is some insight into that. Your county commissioners are responsible for that. You see, in a lot of areas the county utilities board owns the wires that hang on those pretty little poles beside the road. So, in a lot of areas there are the local little cable companies that don't provide much more than a basic cable package, maybe a couple of pay channels like HBO or Cinemax. Now with that said, big cable company "A" wants to launch their services in that area. Since someone else owns the infrastructure in that area, I.E. the actual cable lines, they have to have permission to use those. If they are given permission to use that infrastructure they are forced to use it as is. It might very well be 30 years old and not able to handle the signal strength needed for optimal viewing of channels. Now, company "A" is still going to push this market in the hopes that the utility board will allow them to make the upgrades needed to make more services available, but said board is not going to pay for them when they work now for what they have. So Company "A" has to determine how to proceed, do they fork over more cash to upgrade the lines they have just dropped down a huge chunk of change to use to make them better or do the push their market? You know what they do without me having to tell you this. Now if you doubt this please feel free to check up on what I have said here. I certainly did when I was wondering when my cable company (not comcast by the the way) was going to offer their services where I live. It takes awhile and I had some crappy service to start with but it has gotten a lot better and I found that if I just spoke to them like people I got not a great answer to my question but other things as well. Like credits for the outage time (39.00 a month divided by 30 days in a billing cycle divided by 24 hrs in a day) might have only been 1.00 or 2.00 but hey, they did that without me asking them. Next time your service goes down talk to them like you want to be talked too, not only will go smoother for you and them but you might be surprised at the other things you get, like free pay per view movie tickets.

Anonymous said...

My advice is to put your money where the internet is provided. Thats where all the best content will be provided in the near future. Screw comcast. They are just a nother guppy in the bowl. And as the above poster just posted, most communities will be able to handle the internet bandwidth.

Your Friend,
Field Tech

Anonymous said...

Wow! I'm not a Comcast customer or a current employee and certainly not a "astroturfer" (learned that for the first time tonight on this site).

I will tell you that the union pushing sentiments on this site are disturbing. I know nothing about the culture of Comcast, it's policies or even it's reputation other than what I've learned tonight. I do know a thing or two about unions. I work in a highly unionized industry and have watched up close how unions operate. Take for example the group that just approved a concessionary pay agreement - only to have their union promptly raise their dues. Last year, I witnessed union leaders laugh about the fact that they published blatant lies in an attempt to get their members to leave the company's pension plan in favor of their own. They laughed it up and an exact quote from one steward was "tell me which of our fine members is going to do enough homework to know the difference?"

We just had one of the union officials arrested for embezzeling several 100k of members money to boot.

I would encourage the employees of Comcast to consider carefully your options. Even if your company isn't all it could be, ask yourself whether you want to voluntarily hand your money to an organization that truly has only its self interest in mind - not yours.

Anonymous said...

Dude, if you aren't a customer, employee or former employee.....what are you doing here other than knocking unions? LOL at that propoganda! Where did you learn your tact? Do you really think we are stupid? Sounds like you need a shop foreman to babysit you. Yes it means lower budget for manager and supervisor salary and bonus. It also means higher pay for employees. Stop waiting in line for higher pay as a sup....your not gonna get there. Will ensure an hour for lunch as well as two fifteen minute breaks a day. Just go to team comcast and find anything about breaks in the company hand book. Last time i checked it was a non existent subject. Anyone tired of getting lied to in wednesday meetings? Tired of your work day starting at 0630 and your first job at 0700? Thats right....I know the drill.....you show up a half hour early to get to your first job on time and don't get paid for it. Thats what unions fix. Funny thing is....if comcast would fix it, there wouldn't be a need for a union. its all fear tactics by people who have more to lose from a union....ie; management. How many of you are scared you will get fired for some b.s. just for talking openly about a union? Want to negotiate for a Monday through Friday work week? Union. Food for thought.

Anonymous said...

Actually, the people I've dealt with on the phone have been pretty helpful [within the limits of what they could do]. So have the service techs who have visited. It's their HARDWARE, SYSTEM PERFORMANCE, and PRICES that absolutely suck!

Anonymous said...

That was a very nice compliment for customer service and technicians. I feel the same about the people that work for comcast. Very profesional and good at what they do. Unfortunately, the equipment is refurbished. There really isn't a way around it and I doubt there is any real money in renting equipment aside from DVR's. Bad equipment generates a ton of repeats on competent technicians. You can buy equipment like cable modems, routers and tivo systems. Tivo isn't that great though and you still have to pay a subscription. You don't get VOD either with a tivo system. I would recomend a TV tuner but Windows doesn't currently support QAM so you would be SOL for Hi Def Channels. ATI/AMD is working on a cable card box though and it looks promising. Works similar to the tivo except you don't have to pay a subscription for Tivo service. You will have to pay for a cable card though and no vod. All in all I recommend a digital box at the least. Pay the 3 dollars and pay an additional dollar for service insurance. Even with a DVR you are looking at around $190 a year ( just for equipment and insurance ). For everything, all channels and 2 dvr's plus internet and phone..... $2,880 a year. Significantly less for Dish network. I hear Dish also has 1080p resolution now as well. Comcast does not. Now once video goes broadband all you will need is a cable modem. That is where comcast will have a serious advantage. There are models of televisions coming out now that will connect directly to the internet as well as a media server, no more digital boxes will be necessary soon.

Anonymous said...

Working for this company is soul sucking. I am empathetic person and I feel for you guys. Please keep in mind that it isn't easy for us either; we're not given proper tools, your local offices don't do the followups they should, some technicians are so beyond horrible and lazy... there are those of us in the company that are a.) smart and b.) want to help. Unfortunately, we are so bogged down by processes that vary SO widely from place to place.. ugh.

SO, because of this (and other reasons), I'm leaving soon. Yet another good employee chased away by this company. Tsk.

Anonymous said...

WOW, good job comcast.....no audio during the summer olympic intro. Historic on 2 levels. Only 240 bucks a month for this junk.

Anonymous said...

Hello - I'm a tier 4 (the highest) tech support rep for Internet and Phone for Comcast. I'm going to be 100% completely honest with all of you just as I am honest with the customers I talk to every day (which I have to admit sometimes gets my higher ups upset with me).

-When you call in to Comcast, I am ready to help you with your problem, I absolutely am. I am a kind person and I want to help and do everything that I have the power to do. My repeat calls are 5-7% every month, I take on a huge call load, etc. Several customers call in and are abusive and want to make personal attacks to me (of these people about 90% of them have no problems with their service). For the 10% of the people who have legitimate issues that I talk to, I really feel bad for them. But cursing at me and calling me incompetent when I am obviously not just pisses me off and like the previous rep said, makes you just another account number to me. I will still work to get the issue resolved, but you wont get an extras from me if you act this way. 80% of Comcast customers are for the lack of better words, morons. If you feel that Comcast should support your router, help you remove Spyware, and walk you through using your computer, then you need to go back to school and get a better technical education. You're not bright if you think that. It's a waste of time for any company to troubleshoot another company's product. I'm not trying to be a jerk, it's just common sense! The people on the line who call me incompetent and request supervisor's because I can't get their appointment forced in or won't troubleshoot their router or set up their e-mail programs for them are fools. I'd bet the deed to my house that if 100 technical questions were asked to both of us, she'd get 0 right and I'd get almost all 100, and she'd have lost her house. But some people think they know it all.

-I understand a lot of people are pissed because they spent hours on the phone with outsourcers or one of the reps in Comcast who are not bright (trust me, there's plenty I know), but at least 50-65% of us are very very good at what we do so if you fail once keep trying and don't be a jerk about it. This is only for SERVICE out issues that I recommend this. As in - no lights are on your modem, your phone is dead, your tv is out. Please don't call us if your modem lights or on, you have spyware on the computer, you haven't bypassed the router, etc. This is not our job. Just as I have a responsibility to do my job, this is not a computer class. I don't have time to waste with customers who were never willing to try to educate themselves on newer technology. Call your friend, take a class, or do whatever you have to do. We're here to help you fix legitimate service outages, not baby you and hold your hand and teach you how to use the computer.

-Note that tech ops and customer service DO NOT work in the same office and DO NOT even know each other. When you have a tech problem and call to make a threat to customer service, it's going nowhere. All we can do is call tech ops and ask them to fix the issue. It's up to them to do it, or explain to you what needs to be done. Asking for supervisors and managers of the call center is absolutely useless, and in 2 years of being at Comcast I have seen it work 0 times. I also agree with the other reps who posted saying making complaints about what "we" have to change will not do a thing. Write to corporate, they make the decisions. WHEN YOU CAN'T GET AN APPOINTMENT FOR A WEEK IT'S NOT THE REPS FAULT. The supervisors can't do anything. We can't get you an appointment for the next day without having the poor teech work 24 hours a day. I once had a customer that called in on Thanksgiving and wanted a tech same day. I told the customer he's home with his family, where he belongs. Customers like THAT deserve to be beaten by Chuck Norris. I hope all of you are not like that.

If I think of anything else, I'll post. If you have any questions please feel free and I'll give an honest answer.

IrateTech said...

i used to work for comcast as a tech. i must first and foremost muast say that even though comcast claims "safety first," they do not give a damn about their employees especially us that are on the front line. i have had numerous instances where i was doing an install and i passed out due to heat exhaustion and what not. but i digress, customers you must realize that us technicians are not here to customize your house. especially if its a brand new house and you "forgot" to add the cable and have it prewired. also if you have an existing outlet in the house don't be so picky and want another one on the other side of the room. you have no idea how much of a pain it is to be up in the attic in 130-160 degree temperature when you are in your house running the air conditioner and making it worse for us. also, if we miss your appointment time frame it is most likely because the customer before you lied to the person on the phone saying they had cable already in their house so that they would not have to get charged for it. there have been many instances where i show up to a house and on my work order it says "activate" outlet. this usually means the cable is already there, i don't have to run the outlet. but what happens...either the customer lied or the person who placed the work order messed up and added free outlet whenever the customer is supposed to be charged for it. the thing with comcast is that they are going to nickel and dime you. whenever the person in the call center gives out free outlets they make it seem like we are going to do an easy job and route us with more jobs like that. the thing with comcast and their whole unit system is that its not fair. an install where a box is getting dropped off takes about 6 units. one unit=5 minutes of time. of course its not going to take 30 minutes just to drop off a box. but when the dispatchers are asking us how come you are on this job? why is it taking so long? of course its because we get to a house that has no cable and we're expected to activate those outlets that are supposed to be there. now another issue i have is the dispatch system. i really don't understand how are we as techs supposed to arrive to jobs on time within a 3 hr timeframe when we get overrouted. (e.g. I have 5 11-2 jobs) now how am i supposed to complete those on time when each job might take me anywhere from 45-1 1/2 hrs to complete? the whole system is fucked up. csr's should ask the customer do you have outlets in your house already. and if they don't and if we are supposed to add outlets ask them is it an inside wall or outside wall where your tv is located. this will make our job a lot easier. and whenever we come to do the install it won't cause us to be late to our next job.

Anonymous said...

How many of you Comcast employees have participated in community gang stalking, where you harass, intimidate and sabotage customers who are personally unknown to you but who have been "targeted" by certain authorities on various levels of government?

And how many of you have trouble sleeping at night, knowing that some of the targeted persons have done nothing wrong and are being targeted for their beliefs, their lifestyle, or because someone in a position of power decided they didn't think they fit their notion of who is an "American"?

And when are some of you going to speak up about this extra-legal targeting, which resembles what the Nazis, the Stasi and the KKK did to innocent people in Germany and in the Old South?

And when will Comcast management realize that its trucks and personnel could be employed to engage in such abuses? Do you realize the potential legal liability you could face as these practices are exposed on the internet and now, in the media?

Better get on this one, Mr. Cohen. Get some moles on the operational level and have them report back directly to you, not through line supervisors who may be covering up this activity. It's likely that it's more widespread that you would care to believe. Comcast should not be an arm of extra-legal oppression.

Anonymous said...

I am a Comcast mid-level manager and this is an excerpt from an email about organization or union formation.
“Any hourly employee actively seeking collaboration with other Comcast employees to effectively create and organize any union, order, or other forms of job related association should be made conscious of the benefits Comcast provides them exclusive of a union. Employees should also be made aware of possible disciplinary action up to and including termination of providing any outside industry or public official any information on Comcast policies and practices, without Comcast direct authority.”
In any sense forming a union will not happen; if you want to keep your job please do not try to form one. This is a serious issue happening within Comcast that management is addressing and trying to fix. They currently carry zero tolerance.
The best things to do is simply enjoy the truly great benefits that Comcast provides you, and go to work thinking customer first and continue to ask yourself… What’s the Score? And how can we improve customer relations on a day to day basis. As customers benefit from better service, so will employees’.

Anonymous said...

I am a Comcast mid-level manager and this is an excerpt from an email about organization or union formation.
“Any hourly employee actively seeking collaboration with other Comcast employees to effectively create and organize any union, order, or other forms of job related association should be made conscious of the benefits Comcast provides them exclusive of a union. Employees should also be made aware of possible disciplinary action up to and including termination of providing any outside industry or public official any information on Comcast policies and practices, without Comcast direct authority.”
In any sense forming a union will not happen; if you want to keep your job please do not try to form one. This is a serious issue happening within Comcast that management is addressing and trying to fix. They currently carry zero tolerance.
The best things to do is simply enjoy the truly great benefits that Comcast provides you, and go to work thinking customer first and continue to ask yourself… What’s the Score? And how can we improve customer relations on a day to day basis. As customers benefit from better service, so will employees’.

Anonymous said...

Haha, see what I mean about management wanting to scare you away from unions? They have a lot more to lose. Also, look at comcast security policy online to see how comcast operates in regards to phone records, surfing history etc. They really don't discriminate against thier customers in regards to race religion or creed. Comcast employees aren't recruited as agents of the US government. It takes a warrant to get phone records and IP surfing history. The comcast policy is posted online. Look it up. Also, have you ever noticed the U.S. flag painted on the front of tech vans? Its also got symbols for Eyes and Ears. Make what you will of that.

Anonymous said...

I confess I have worked at Comcast (outside sales rep) for 3 years and I love it. I am treated well, paid well and have excellent benefits. Customer service can always be better in any company and I hope the company continually strives to improve every aspect of CS. CS aside, Comcast provides free service to schools,libraries etc in your cities and towns and provides many jobs. No excuse for bad customer experiences, just shedding light on the bright side that does exist and letting you know that there are employees that really do care.

enough is enough! said...

Anonymous said...

I am a Comcast mid-level manager and this is an excerpt from an email about organization or union formation.
“Any hourly employee actively seeking collaboration with other Comcast employees to effectively create and organize any union, order, or other forms of job related association should be made conscious of the benefits Comcast provides them exclusive of a union. Employees should also be made aware of possible disciplinary action up to and including termination of providing any outside industry or public official any information on Comcast policies and practices, without Comcast direct authority.”
In any sense forming a union will not happen; if you want to keep your job please do not try to form one. This is a serious issue happening within Comcast that management is addressing and trying to fix. They currently carry zero tolerance.
The best things to do is simply enjoy the truly great benefits that Comcast provides you, and go to work thinking customer first and continue to ask yourself… What’s the Score? And how can we improve customer relations on a day to day basis. As customers benefit from better service, so will employees’.
*****************

To the "mid-level manager"...your post and subsequent threats is a direct violation of US Government Law protecting the rights of workers to organize and form a union.

Your post has been forwarded to the National Labor Relations Board for review and investigation.

This behavior is just one more EXAMPLE of why we need union representation. Have some dignity and control over your life by signing a union card today and VOTE YES FOR IBEW!

enough is enough! said...

Here's an excellent article explaining WHY Comcast needs a union from the IBEW website: http://comcastworkersfightback.blogspot.com
******************

The TIME HAS COME! said...
http://www.wetmachine.com/totsf/item/1268

Comcast Needs To Take A Lesson From Verizon: Unions Aren't the Enemy You Think They Are.

Comcast has certainly had some lousy luck with contractors. Most recently, a Comcast contractor got all nasty on 74 year old trying to get broadband service. Before that, Comcast contractors were caught literally torturing kittens. And who can forget the unfortunate overworked Comcast tech who famously fell asleep on someone's couch while on hold with Comcast's repair center.

I don't think Comcast actually wants these results. To the contrary, I think they are horribly embarrassed about them and really are doing what they can to weed out bad contractors and hire good contractors.

But Comcast needs to learn a basic lesson here. Having a quality work force is not compatible with cutting costs by hiring the cheapest contractors available. To have a quality work force, you need to invest in your workforce, make long term commitments to provide a good wage and good living conditions and, dare I suggest it, permit workers to come together in collective bargaining units so that workers and management can negotiate realistic contracts that meet everyone's needs?

Meanwhile Verizon just averted a strike by reaching a tentative new contract with Communications Workers of America and the International Brotherhood of Electrical Workers. The contract, as usual, provides concessions on both sides, but will certainly cost Verizon a bundle more in pay raises and in future benefits than Comcast's labor force, which depends largely on hiring local contractors and non-union labor.

But in exchange for its financial concessions, Verizon is preserving a skilled and experienced workforce with a proven track record. A workforce that, because of its union-negotiated benefits, will likely remain relatively stable and dedicated even during difficult economic times. Rather like buying itself a large bundle of wireless minutes so it doesn't run over and pay huge charges, Verizon has ended up paying more in salary and benefits to avoid a boatload of customer service headaches.

Comcast already missed the boat once by opting to build a crappy network that can't handle broadband capacity like Verizon can handle with FIOS — even though FIOS cost more to build. Perhaps Comcats should consider a similar lesson in its labor practices and encourage, rather than resist, efforts to unionize its workforce.

Stay tuned . . . .

August 11, 2008 10:56 PM

Tough Guy said...

Anonymous said...
Dude, if you aren't a customer, employee or former employee.....what are you doing here other than knocking unions? LOL at that propoganda! Where did you learn your tact? Do you really think we are stupid? Sounds like you need a shop foreman to babysit you. Yes it means lower budget for manager and supervisor salary and bonus. It also means higher pay for employees. Stop waiting in line for higher pay as a sup....your not gonna get there. Will ensure an hour for lunch as well as two fifteen minute breaks a day. Just go to team comcast and find anything about breaks in the company hand book. Last time i checked it was a non existent subject. Anyone tired of getting lied to in wednesday meetings? Tired of your work day starting at 0630 and your first job at 0700? Thats right....I know the drill.....you show up a half hour early to get to your first job on time and don't get paid for it. Thats what unions fix. Funny thing is....if comcast would fix it, there wouldn't be a need for a union. its all fear tactics by people who have more to lose from a union....ie; management. How many of you are scared you will get fired for some b.s. just for talking openly about a union? Want to negotiate for a Monday through Friday work week? Union. Food for thought

He's posting because he knows the truth about unions. I see you guys have taken your union campaign here too. It's not gonna work here either, people know BS when they here it.

Tough Guy said...

Folks, I would like to apologize for and ask you to excuse the IBEW reps that have invaded this site. You see, they are in the process of trying to create a new revenue stream for their company (IBEW). They will compare Comcast to Verizon and the other big phone companies. We are not Verizon, we have comparable compensation and a stable workforce. Best of all ,we have a future. I can think of better things to do with my money than send it to an organization who has as much power as a 20 year old poodle. We don't need you...go away!!

Tough Guy said...

Anonymous said...
All of you who work for Comcast realize one thing, it is not you that is the problem but Comcast as the corporation. Comcast is taking advantage of you by putting you on the front lines to implement the unfair Comcast policies. You are told what to say and you do not have much control of it. Like anyone else, you are trying to earn money and put food on the table and some truly care about helping but you are constricted by the policies you follow. Although I do not work there, I assume many of CSRs are not even able to afford the Comcast service or more importantly healthcare with the amount of money they pay you, so to take the crap you hear from customers is certainly unfair and makes you even more mad. So the question I ask, why are we arguing with each other when we are all in the same boat? Argue with the policies that are creating these problems and the people making the policies and stop dividing each other by yelling back and forth whether we are doing a good job implementing shity policies. As example, a CSR did not create 5 hour time windows for appointments, someone else who is making enough money to have 5 triple plays did.


Gee, you really need to brush up on the company if you are trying to recruit for cards there, Charlie.
Why don't you try Time-Warner instead?

Anonymous said...

I can't stand communists. Without checks and balances corruption runs rampant. It just hurts the people. Tally the numbers for ppv alone. Comcast is the greediest company ever. You guys aren't even ninja enough to pony up real cash for charity! You make your employees work for free on thier day off and hand them mops and paint brushes.....calling it "Comcast Cares". Slave drivers. Oh yeah....your benefits aren't that great anymore either. I think what you meant to say is that nobody elses are either so take what you get and like it. Go suck a banana comcast. You guys shouldn't lie to yourselves about how good your doing, its because your a monopoly.

Anonymous said...

I do also work for Comcast, and what i must say is that by being rude on the phone is not giving you anything, just let me remind you that the way to be polite is in everyone, not only in us, because we alll get tired of you yelling coursing, and all that that you know you do.
I dont know what u want to expect when u say give $**.** credit or i go to att or somewhere else.
WE DO NOT CARE
if u dont like just change.
if u dont have money to pay it, dont sak for comcast, because we dont have low income packs.
Oh yes! and very important if you call please dont eat on the phone, put the children in a separet room, call only 1 people at the time, dont be arguing w/husband/wife right next to the phone.



P.S. Read the back of your invoice, you can see the details... no, its not magic

Fed up said...

Wow, I just love some of these employee comments. Especially the one left yesterday at 8:58 AM.

"I dont know what u want to expect when u say give $**.** credit or i go to att or somewhere else.
WE DO NOT CARE"

No shit! CSR' who are sticking up for Comcast, really need a reality check. I work a major corporation as well in customer service, I deal with thousands of unsatisfied customers a day, but I don't come home complaining about doing my job, they're customers, they have the right to complain. Maybe they wouldn't complain so much, if say..oh...I don't know, you knew what the f*ck you were doing?

The difference between my corp. and yours is, the owner actually cares and puts us through extensive training, with no cost objective. His first priority is the PAYING CUSTOMER.

If you don't like complaining customers, find another job, cause apparently you're not cut out for it.

Luckily all I have is cable, not internet. I would never get internet from Comcast, telling people to surge their routers and restart their computers a million times is crap and you know it. I have my internet through CenturyTel, I set it up my self and have never had a problem.

In the end, it is the companies fault and when they're are not adequately helped, they're are going to get upset and rightfully so, we're not all stupid.

I unfortunately have crappy Comcast services and I'm not paying another cent for shitty service and outrageous fees. This "company" is another one of Americas great figures on the greedy American landscape. Insight, now that was first class service with reasonable prices.

You want people to be happy with you Comcast, here's what you do.

-Get your shit together

-Fire and rehire, especially fire the person who left the comment regarding "low income packages" that was offensive, even to me.

-Stop prorating bills, if people refuse to pay for services, disconnect, but don't force people to take more money out of their pockets then what they have.

-Stop charging outrageous fees in general, you're not the only cable. So you don't have ground to stand on when it comes to the economy, other companies provide services at a far lower price and are doing just fine. Unfortunately those companies are not around here.

-Stop moving channels, we liked it the way it was. Hence there isn't a site called moveourchannelsorelse.com

-Treat your employees and customers with respect.

-And for god sake, train the CSR' who give the others a bad name.

We've given you millions of dollars, I think you should have the funds to improve our payed services. And to the dumb ass who said Comcast will live forever, get your head out of your ass. Comcast doesn't own the world, the world owns Comcast. If it weren't for us paying customers, there wouldn't be a Comcast and if you stay on the same path of destruction, you're going to receive more complaints at the BBB, Attorney Generals office and most likely the FCC and then there will be no Comcast.

Anonymous said...

Yes "Fed Up" I as well think it is only a matter of time before Comcast Implodes(especially with employees like that Ahole)!
BTW one thing about having all three services (TV/Phone/Internet) thru one source that I have not seen posted (in the messages I have read so far) that I have found out (to my frustration) really sucks is that if your cable is cut or is giving you trouble not only is your TV picture cut or crappy (bad enough but I can always pop in a dvd or go back to the old rabbit ears for a few days in the worst case)but you most likely have as well limited or no phone service AND No Internet.....period!
And that makes not only for a Pissed Off customer it makes for a Really Pissed Off customer (times 3)!!!
Which is why I no longer have phone and internet service thru comcast!

Anonymous said...

Tough Guy said...

Folks, I would like to apologize for and ask you to excuse the IBEW reps that have invaded this site. You see, they are in the process of trying to create a new revenue stream for their company (IBEW). They will compare Comcast to Verizon and the other big phone companies. We are not Verizon, we have comparable compensation and a stable workforce. Best of all ,we have a future. I can think of better things to do with my money than send it to an organization who has as much power as a 20 year old poodle. We don't need you...go away!!
******************************

FYI: This person is NOT a Comcast employee. Comcast is spending MILLIONS of the dollars you pay every month (instead of using that money to improve their crappy network) to a Union-Busting Law Firm trying to sabotage and defeat a nation wide organizing effort by the IBEW to give employee's a fair living wage and benefits package enjoyed by other company's employee's in the same industry.

Comcast is known as the 'Walmart' of the industry because they are notorious for the extremely low wages they pay. As a result, there are many Comcast employee's who collect Food Stamps, Subsidized Housing, and other Government benefits to exist and make ends meet. It's bad enough that Comcast empties your wallet monthly for inferior, substandard, unreliable service...but ALSO forces your hard earned tax dollars to be spent on a majority of it's employee's that live paycheck to paycheck. What is WRONG with this picture?

Comcast customer problems begin as soon as they sign up for service. Why is that? Outsourced contractors who could care less about you as a customer. While top management earns millions and millions of dollars annually, everyone else, gets paid at almost "you want fires with that" wages.

Union representation would address many issues that customers experience on a daily basis. The article, "Comcast Needs To Take A Lesson From Verizon: Unions Aren't the Enemy You Think They Are." (several posts previous to this one), is an excellent read and may help you understand why Comcast has such lousy ratings when it comes to customer satisfaction.

Please visit: "http://comcastworkersfightback.blogspot.com"

Read through some of the posts there. Why not judge for yourself whether "tough guy" is a Comcast employee...OR one of the MANY Law Firms Comcast has retained to try and stop the IBEW from representing employee's and bargaining for better working conditions.

You will find the this 'joker' is the ONLY one against the IBEW organizing Comcast. An interesting 'tell', don't you think?

Truth Guy said...

To set the record STRAIGHT for all employees interested in their RIGHTS as provided under Sections 7 & 8 of the National Labor Relations Act...

Under the National Labor Relations Act (NLRA) you have the legal right to form a union in your workplace. The NLRA says:

Section 7 (U.S. Code Title 29, Chapter 7, § 157): "Employees shall have the right to self-organization, to form, join, or assist labor organizations, to bargain collectively through representatives of their own choosing, and to engage in other concerted activities for the purpose of collective bargaining ....."

Section 7 gives you the right to:

*Attend meetings to discuss joining a union.

*Read, distribute, and discuss union literature (as long as you do this in non-work area during non-work times, such as during breaks or lunch hours.)

*Wear union buttons, T-shirts, stickers, hats, or other items on the job (providing you can wear non-union related items. The company cannot discriminate because it relates to union.)

Section 8(a)(U.S. Code Title 29, Chapter 7, § 158a): "It shall be an unfair labor practice for an employer .... to interfere with, restrain, or coerce employees in the exercise of the rights guaranteed in Section 7 of this title...."

Section 8(a) makes it illegal for the Company to:

*Threaten to or actually fire, lay off, discipline, harass, transfer, or reassign employees because they support the union.

*Favor employees who don't support the union over those who do in promotions, job assignments, wages, hours, enforcement of rules, or any other working condition.

*Shut down the worksite or take away any benefits or privileges employees already enjoy in order to discourage union activity.

*Promise employees a pay increase, promotion, benefits, or special favors if they oppose the union.

What this means to employees

*It means that employees are supposed to have a FREE CHOICE in deciding whether or not they want to use their right to organize. Anything that an employer does to interfere with this free choice is against the law.

*It means that employers who get 'nose trouble' during an organizing campaign are breaking the law. An employer is not supposed to question employees, or even to find out, about how employees feel, who signed cards, which employees are pushing the union, who attended meetings, what went on at meetings, etc. It is none of their business.

*It means that an employer is not supposed to make any promises of raises, promotions, or other benefits in order to influence employees in the exercise of their rights.

*It means that an employer cannot take away, or threaten to take away, any benefits which you already have because of your union activity.

*It means that it is illegal for an employer to penalize an employee in any manner because of his union activity or belief. This includes such things as cutting out overtime, transferring to a less desirable job, suspension or discharge.

While we have rights under the law, laws are only good if they are enforced. Companies frequently get away with breaking the law during elections. That's why it is important to work with an IBEW representative to make sure rights are protected.

Anonymous said...

Union or not what business does it have here? This is not a forum for union debate. This is a forum for people to vent about bad service from Comcast. Now I have previously said I am not an employee or customer of Comcast but I am in the customer service field. I do not want a Union coming into my field to take my money for nothing, which is what happens 98% of the time because a union does nothing most of the time except have meetings and talk a lot about nothing. Now, some industries do need unions, factory workers, construction so on because even though they are pretty good OSHA is not always enough to keep things safe but a union looking over your shoulder is. So enough of the Union organizers coming here and spouting off where you are not needed. Have a nice day and please be nice to each other!

Anonymous said...

Hi I work for Comcast, I am one of that mexican employees that american customers hate...Customers also need to understand that WE by phone cannot solve everything, I agree that technicians suck, they are never at time and then customers call and yell at us that tech hasnt arrived. We dont have any phone special line to call technicians, really!! Oh! and we are located in Mexico because american people doesnt like this kind of jobs and because we also answer calls for spanish customers, and even more important sometimes customers are upset because they have to wait many hours to reach us..well guess what? we are very few people in this job, and comcast dont want to hire more! and this is not our fault, I understand why you are upset and we are not perfect, just realize that we answer more than 80 calls in only 8 hours, and we get payed in pesos not dollars and we are many miles away from you, but believe me we try to do our job, but if you are 90 years old and pressed accidentally a wrong key in your remote,that´s very difficult to stand...and yes I dont know why there are so many outages and issues..We try to solve them the best..Sorry for all the angry customers, and thank you to the americans that are not racial or rude..

Anonymous said...

Hi, I sell tv's at target and think a union at comcast is a horrible idea. Why can't comcast fix your tv and why are there so many fat technicians? Why is it so hard to deal with the power comany? So many questions.

Anonymous said...

Hi...I am a vet tech at petsnort and would like to know why my animal planet channel is fuzzy. Why does comcast discrimnate against skinny people? Unions are bad.

Danny in Houston said...

Comcast took over the service in our town a few years ago and it didn't take long before the services started heading downhill.

I opted for the easy solution, I made a call to ATT and haven't looked back, miraculously I now have better service, more channels, and a lower bill.

I have a good friend that works for Comcast and really would have preferred keeping my service with a firm that employs a friend, but hopefully by pulling my monetary support from them Comcast will get the message that they need to compete or continue to watch customers bail.

Anonymous said...

HEY MANAGEMENT, COMCAST PAID PR ASTRO-SURFER, OR KISS ASS EMPLOYEE:

Can't you READ??? THIS is called 'EMPLOYEE CONFESSIONS', NOT "I DON'T HAVE A LIFE SO I'LL POST HERE CONFESSIONS". IF you ARE NOT an EMPLOYEE, OR a CUSTOMER...WHAT the HELL are YOU doing HERE? See how SIMPLE the people are who run this company? It's just like HIGH SCHOOL... so much DRAMA. Read the 'petsnort' or 'i sell tv's at walmart' previous posts to have your intelligence insulted.

Union business IS Employee business! So ENOUGH of anti-union sentiment from someone who has a VESTED INTEREST in keeping the IBEW out of Comcast and DENYING employees better wages, benefits, working conditions, and a voice in the company YOU work for.

If you are TIRED of ever increasing metrics the company knows you can't meet so they can keep their PAYROLL structured where management eats steak and you eat off the floor and want a change...VOTE YES FOR IBEW.

To find out MORE, go to...
http://www.comcastworkersunited.com

^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Anonymous said...

****Union or not what business does it have here? This is not a forum for union debate. This is a forum for people to vent about bad service from Comcast. Now I have previously said I am not an employee or customer of Comcast but I am in the customer service field.**** I do not want a Union coming into my field to take my money for nothing, which is what happens 98% of the time because a union does nothing most of the time except have meetings and talk a lot about nothing. Now, some industries do need unions, factory workers, construction so on because even though they are pretty good OSHA is not always enough to keep things safe but a union looking over your shoulder is. So enough of the Union organizers coming here and spouting off where you are not needed. Have a nice day and please be nice to each other!

TRUTH GUY said...

Workers' Comments on Comcast:

Here's the TRUTH that Comcast DOESN'T WANT YOU TO KNOW!

Jason Crowe
Comcast Tech 5 yrs. Beverly MA
Verizon Tech 1+ N.Reading MA IBEW Local 2321

"It has been just over one year since I left Comcast to work for Verizon. During this year the quality of life for my family and I has vastly improved.
I am now making enough money for my wife to stay home and raise our children. I am also afforded the opportunity to spend more time on weekends and in the evening with my family instead of having to work every Saturday and until 7pm at night.
Now I am not saying Verizon is better then Comcast...I am saying that it is the IBEW that has made the difference."

Mike Iwaniki
Comcast Tech 7 yrs. Beverly MA.
G.E. Elec. Tech. Lynn MA - IBEW
“Being in a union everything is spelled out. My job rate my yearly raise and a cost of living raise. When I was with Comcast nothing was spelled out. I had to guess what my raises were and would never get to the top end of the rate.”

Ryan Ellis
Comcast Tech 5 yrs. Winchester MA.
Verizon Tech 1+ yrs. Woburn MA.
IBEW Local 2222

"I am an ex Comcast employee who was not in a union and now work for Verizon as a member of the IBEW local 2222. As a newer member to the union I’ve realized that the union is not just some third party, but the union is myself and my fellow co-workers who stand together and have the power to fight for what we deserve. Everything from pay and benefits to working conditions and job security are all better not because it’s a different company, but because it’s a union.

Kevin Simoneau
Comcast Tech yrs. N.Reading MA.
Verizon Tech 1+yrs. Woburn MA. IBEW Local 2222

"There's really no comparison to having guaranteed compensation and benefits, and the only source for that is a union contract. Without it you're just an employee at will with no voice on pay, benefits, as well as working conditions.”

http://www.comcastworkersunited.com/

Anonymous said...

I heard Amahdinajerk runs IBEW.

Anonymous said...

So, I was sitting here thinking to my self. Then it hit me like a freight train. If comcast can lobby our current government then why can't they influence unions as well. "Self!" With all the electricians unions and steel workers unions....why isn't there a Cable workers union. You know, a union that understands and represents the needs and work environment of the Cable operator. Perhaps a union isn't such a bad idea.....what union out there understands you? Think about it. This is a public announcement.

Anonymous said...

Who is in charge of VOD at the Chelmsford MA office?

Anonymous said...

i work for comcast in the chicago region acct numbers 8798... i can honestly say that some of the people that i work with should not be working for us... as i read through some of the billing problems that people are having i have a perfect explanation and resolution for each person... i feel that we as cae's (cust account exectutives) are not doing are best to answar the problem and get a resolution ... i am 19 years old and i can explain a bill better than mostly all the people i work with ... not because they dont know but because they are not trying hard enough to use the correct tools and get a correct answer.... every cust that comes in with a bill problem that "no one else can fix " i have fixed by just using the tools that we have available... yes some customers just come on the phone and make me mad by demanding credits and promotions and what not... for the most part i can either help them out or get them to a supervisor who can ... an i hope that the sup cares as much as me... but i can always get the cust leaving the line with a smile in their voice after they understand what actually happened... and that is the only way to fix our customer service status is to give %110 on every call....

operator ID TNZ

Anonymous said...

The Director of the Woodridge Illinois Call Center is sleeping with his employees..... That should tell ya about leadership...

Anonymous said...

Just got home from my 9 hour mandatory OVERTIME shift because the corporate aholes think that me sitting on a phone for an extra hour waiting for a call to come through while making 1 1/2 times my pay is relevant... yet they continue to force us to upsell CDV to customers who are CALLING IN BECAUSE THEIR SERVICES DON'T FREAKING WORK!!!! Yes that is correct... WE are forced to sell a certain number of CDV services a month simply because we are tech support and our call center "cost's the company money..."
Well DUH! You are paying nearly 20 people per hour 1 1/2 times their pay to sit and do NOTHING because it's 3 am and no one is calling in.... yet I can't go home.... Awesome! And if I don't shame 4 people a month into signing up for CDV service, I get written up, eventually to the point of losing my job if I fail to meet this sales quota 4 months in a row... On top of that, they actually took money out of our pockets about 8 months ago by changing the requirements... WE used to get commission on each upgrade we did on a customer's account. If we had someone call in that had basic cable, and internet services, and we talked them into upgrading to our speed tier, or a movie pack etc, we would gain commission on that upsell.... Most people in my call center were averaging about $100-$250 extra a month in commissions by legitimately asking people if they wanted to try out HBO for a few months, or if they were gamers, we would upgrade them to a faster tier.... As of Feb of this year, they changed our requirements for CDV sales (they were never part of our monthly "score card") AND took away our commission.... we now only get paid for CDV installs and even that it is $5.00 per install after the 2nd install is completed.... When we brought it up in our "huddle" with upper managment, that they were essentially taking money out of our pockets by dropping commissions, their response was "well make sure you get a lot of CDV sales then....." Which would mean for me to come CLOSE to the lower end of my commission checks each month, I would have to sell 21 CDV services.. Keep in mind I talk to approximately 40 people a day (on a normal day when I don't have long calls).... out of those 40, we'll say 50-60% already have CDV services (we support all products, video,internet and CDV) out of the remaining customers, maybe 20% of them are in areas that don't have CDV available, or had it at one point, but the service sucked so bad that they went back to their previous phone company....so lat leave me maybe 8-10 customers a day that I can "ask" (which really means pressure them into saying yes) if they want CDV... most of those people I am setting up a trouble call because either their modem is offline, or the tech that did their install screwed something up.... But yet I'm REQUIRED to ask for the sale.... simply saying "by the way, did you know Comcast has CDV service in your area and it includes unlimited local and long distance and is only 33.00 a month" isn't enough! I have to ASK FOR THE SALE!!!! I have to ask the customer if I can go ahead and set it up for them!!!! And if I don't, it doesn't matter if I did everything perfectly throughout the entire rest of the call and the customer is asking for my manager to give a compliment for my great service, It is considered a "missed offer" and I get a "C" grade for the call.... too many C calls, and you can be fired.... Soooo next time you call in and are rip roaring mad that your internet is down AGAIN, or VOD isn't working right AGAIN, be patient with the person on the other end when they ask you if you want to sign up for phone service, We don't WANT to ask, we HAVE TO! Just to save our job!

And from the training they gave us on this, we can tell that they don't give 2 sh!ts about the customer and actually TROUBLESHOOTING when they can't get online... they made us listen to "A+ customer service calls" where the agent didn't even get the customers back online, but because they spent more time talking about CDV and how it would save them soooo much money, they did their jobs great...who cares that the customer had to call back in and talk to someone else to get their sh!t fixed.... Hell one of their "selling points" to get us to try and sell to customers is that "once a customer has all their services with us, they are more likely to stay a customer even if they have problems, simply because it's a hassle to switch to a different company, much less 2 or 3 different companies" so go out and sell to the 80 old grandma that has life alert, if she has a heart attack and dies, at least they will only have to call one company to cancel all of her services!!! hahaha I honestly believe that is the comcast mentality! They have "touchstones" hanging throughout our call center to "remind us of Comcast's commitment to customer service" but the one that they continually fail to meet is "ethics" since we HAVE to ask every customer, even if we can hear that the customer is hooked up to an oxygen machine and can't walk very well so if their modem happens to go out, they would have to wait 24 hours for us to get a tech out... (I've been given 2 "C" calls because I refused to ask a lady that was hooked up to an oxygen tank and was wheezing sooo bad on the phone I could hardly understand her, and a wheelchair bound older gentleman who was telling me about his life alert monitoring system that he had to have installed... when I brought it up that ethically I didn't feel comfortable asking these people if they wanted our unreliable service, my manager simply wrote on my call monitor that I refused to ask because I didn't think it was ethical, however he did inform me that it was not a suggestion that I ask for the sale, it is a REQUIREMENT of my job and any further failure to follow this requirement may lead to my termination!)

I honestly do LOVE the job I am doing since it is very fulfilling to help someone fix something they didn't think they could! You don't know how many times I hear "I'm not very computer literate" and just think Good, I can actually make a difference in someone's life today by helping them understand their computer a little better, or an 80 year old woman who accidentally hit the wrong button on her remote control and can't watch her "Dr. Phil". The relief in her voice when that picture comes up, and she realizes she doesn't have to wait for a tech to come out and fix it, is enough for me to have stayed at this job for more than 6 years, but the stupidity coming from the "higher ups" is making it harder and harder to stay... if only the damn economy were better....


***Oh and btw, all the employees who have posted here in the last 15 months have broken the "comcast law" since they forced us all to sign a form saying we "wouldn't blog about Comcast" Ohhhhh Welllll

Anonymous said...

this is a repost:

You say that if we don't like the service we should go elsewhere...where the fuck am I going to go when you are the only option in my high rise? Fuck you and your shitty fucking service. You truly don't understand how to treat the customers that pay your salary. Fuck you you fucking fuck. Go fuck your mother. You and your industry low HD channel count. Do the world a favor and crash your car into a telephone pole on the way home from work, no one will miss you.

Now this tells a better story of why you don't get good service. Dipshits like this can GO SOMEWHERE ELSE.

Anonymous said...

I am a Comcast customer service rep-Im not sure if anyone who calls us on a regular basis understands what being berated by ignorant disrespectful people for 8 hours a day can do to a person. Its not that I am incapable of dealing with unhappy customers because Ive done this kind of work for a long time now and I am very good at it. But even the very best can only take so much. I think all it would take is for them to sit in my chair for one day and listen to what we deal with and perhaps they would understand. OUr job is to provide information and solve problems, not to take abuse from someone just because their Hallmark channel went out for 5 minutes. The sooner customers figure this out, the better off we all will be.

Anonymous said...

Guess what....comcast sucks. This isn't new information. Why waste your mind and soul working for a company that treats you like dirt? Customers will never be satisfied with service because it costs too much. Stop setteling for a job that kicks you in the junk everyday. Driving 30 minutes to work on a sunday in order to get belittled by some fat girl in a trailor park that can't figure out how to unplug thier wireless router and plug it back in isn't worth it. Don't forget to ask twinky if she wants cdv.

Anonymous said...

If you ar a atlanta customer, dont waste your time calling after 5:00. All of the mangers and directors are gone and most of the sups. After 5 all you will hear is you need to reschedule or transfered to voice mail that won't call you back.

Anonymous said...

I worked for Comcast too and yes, there are a lot of people out there that are irate and taking those calls all day can be exausting. But when a customer calls 5 times per day for a month and the problem hasn't been resolved, I don't blame them for bring irate. I would be too. The problem isn't always that we couldn't fix the issue. It's the field tech's that don't know what they hell they're doing. They say the problem is at the pole and they never setup a line tech to come out and fix it. In many area's the comcast experience is awesome. I know when I had the services where I'm at, I never had problems. But there are area's that experience problems on a daily basis. Comcast just can't seem to fix those issues. I always did everything in my power to try to get these issues addressed. I fixed most issues. I could turn an irate customer into a customer that appreciate the service. But, in the end, none of that mattered because I didn't offer CDV to that customer that couldn't even get their cable tv or internet fixed. Although I am still unemployed and still looking for work, I'm glad I'm not a part of that company that has so little respect for their customers. What it came down to at Comcast is that it was more important to sell the customer new products then it was, or is, to fix the problem. But if you talk to people around the country, you will find that Comcast isn't the only bad company out there. They have all diverted to money first, service last.

Anonymous said...

i work at the huntsville al call center and heres the way it really is:
1. I didnt wake up this morning and say to myself im gonna personally screw up YOUR cable as soon as i get to work.
2. COMCAST SUCKS!!!!!! weve already established this and had numerous examples to back this statement up.
3. The only reason im still at comcast is because its hard to get a job right now because people who manage corporate America dont give a shit about people who want to make an honest living.
4. Comcast has the worst database of any company ive EVER seen. How theyve can even keep track of anything or provide service is a mystery.
5. Comcast treats their employees the same way they treat their customers....LIKE SHIT
6. I make every effort to help every person who I talk to the best of my abilities with the few unreliable tools im given.
7. REMEMBER Im a person too. Just because your stupid neighbor was burn trash in their backyard and it caught the pole on fire and now you down have cable doesnt give you the right to curse me.
8. The billing system is so freakin unbelievably backwards im suprised you even get a bill. Yes the system generates whack charges. Yes, sometimes im just as confused at what the bill says as you are.
9. There are People, whoa! real people who care, but 99% of the time our hands are tied by the idiots that dont care.
10. Did I mention comcast sucks!?!
My girlfriend works for comcast as do I and she gets comcast net and cable at a very discounted price and out of 1 year of service ive had very few problems. I know nothing and no one is perfect but dammit!! Recently I had a problem with video on demand. So I call up and verify the name and the last four of the social security # and say "Hey Im having some trouble can you send me a signal to reset my digital box" (which is usually the fix for a lot of issues, trust me I know how to fix this kind of problem...I get underpaid to do it) The rep at the other end said "You have to be authorized on the acct for me to even help you!"
I know this is bullshit but i play along and ask her when this policy took effect. She said a few weeks ago she got an email stating a policy change. I then told her I work at the exact same call center and have been for over a year and Ive never gotten such an email. I caught her in a BOLD FACE LIE!!!
I asked to speak with a supervisor and after a 30 minute hold she disconnected on me. I called right back and spoke with another agent who said the couldnt send me a signal because her supervisor was in the acct. at the same time (the first bit of truth i heard that nite) I said ok thanks Ill worry about it later. The next day I got in trouble for being an employee and calling in and telling the other employee that I work for the same company and that I know she straight up lied to me because she just want to help me.
COMCAST SUCKS

I must be crazy said...

I have been trying to get comcast internet for at least 3 years.. It's the only high speed where I live.. Comcast has proven it's incompetency by doing "engineering" studies on providing service and then telling us we can't get any service.. I can see houses with comcast high speed out my window, about 100 yards away, no not 100 different yards away!!! 300 feet away... So that's pretty much no customer service, when you can't get hooked up!!!!
Email: osfrydr@hotmail.com

Anonymous said...

I just left my job at Comcast two weeks ago and man am I glad I did. This place is a shit company to work for. Let alone the fact that they're a horrible company to have a service.

No one, not one CAE, manager, higher up person..not one damn person cares about the customers. In my call center we were told that every time a person calls in it costs 4 dollars. So our Call Center Manager actually took to his phone called up people who were calling multiple times in a month and asked them to stop calling and when they didn't he terminated their service.

On the employee side of things, they tried to get me to quit my job as a CAE when I left for maternity leave. When I came back from leave they refused to pay me for two weeks of disability that they were supposed to. By this time I'd already gotten a new job lined up so I didn't really care to piss them off. I used up all my vacation time and came back to work for one day. Then turned in my notice two days later. After I'd used all my time THEN turned in my notice they refused to pay me for my vacation time. So I basically told them to sit on it and just never came back.

Comcast is by far the WORST company to deal with and work with. Anyone who says otherwise is obviously just upset that they're stuck there and trying to make it seem like their lives don't suck that badly.

Anonymous said...

yup, sucky lives. Good post. They are also ripping you off with all this dvr junk.

Anonymous said...

Hello all. I also work for Comcast although as a "vender" which basically means that I do the same job they do but without the perks of the job. No free cable and such and no discounts on service. Now, having said that let me tell you about my job. I work in the CHSI department as a CAE. That's Comcast High Speed Internet as a Customer Account Executive. Sounds flashy huh? Here's the deal folks. When I ask you if you are running Windows XP, Vista or if you have a Mac and you go "Ummm, I am not really sure." I know that I am in for a call that is going to exceed the 11:00 mins that it's supposed to. Now, when I ask you to goto the Start button and select the run command and type the letters CMD to bring up the command screen so I can quickly check your IP address and I have to explain to you twice that it's "IPCONFIG" kind of annoying. And it's not very reassuring to have to explain to that the forward slash / is shared by the question mark next to the shift key when we need to release your IP address because you don't feel you should have to disconnect your router, which we don't support , to fix the problem. I just want you to type in IPCONFIG /RELEASE and hit enter. The reason for that being if your service is interupted for more than about 20 minutes for any reason and your computer is on with you crappy router attached to it, that most of you don't need in the first place but fell for the jerk's rap at the computer store, your computer will get an invalid IP address. Usually starts with 192.XX.XX.XX. You can not get on-line with that address. That is your routers address so your computer is not going any further than that. When I tell you that your modem is on-line and able to receive and send information, please don't tell me I am lying to you. I have pinged your modem and I can see that it is on-line. When you get a "page can not be displayed" message and I ask you what's in your address bar, I am asking for a reason, not to hear you say "It doesn't matter, the page won't display. We have already established this fact, now answer the question. Now, here is the thing. I take my job pretty seriously and do feel that I am on that phone to help you. When you yell and scream at me you only make my job harder because when you start talking over me I stop talking until you are finished. When you are yelling at screaming at other people in the room or are more interested in having conversations with them, guess what? You aren't going to get the service that you think you should because you aren't listening to me. Here's the deal folks, I work for a contracted company who is handling call volume for comcast. When I look at an account and in an area where the tech should be scheduled via the billing system but was done outside that program, which means no tech is going to show up at YOUR house, it bothers me. More so when every single time it is not by someone in call center but by an actual employee. When you call me if I can get you on-line and surfing I will, doesn't matter if you scream at me or not. However, if you are not home, please don't ask me to send you a tech. You will get charged a service fee for that, especialy if I see your modem on-line. Please don't ask me to send a tech to your house when you can't figure out how to get YOUR router to work, the tech will disconnect it, connect the modem to the computer and if he gets on-line, you get a service charge. Now, we have been trained that if you call in and your service is down and we can't get it to work and send a tech "When the tech leaves and your service is back up, PLEASE call into the billing center so you can get credited for the time your service was out. We don't want you paying for service that you couldn't use." And I say that 20 - 30 times a day. Out of the people that I talk to most are pretty cool about the problem some of course are not. I don't care if you work from home, you have a residential account because you don't want to pay for a business one? Then you don't get any special treatment or any faster service. You do not have that promise, which it states in your terms and conditions. I know, I read them. If working from home is how you pay your bills and you need you connection I suggest you get a business account, it does give you a faster tech response time than a residential does. In the big scheme of things folks comcast is a business and like any business that lasts, it will have happy customers and not so happy ones. Personally if you get so worked up at your connection not working maybe you need to step away from it for awhile anyway. I don't know what kinds of things you do on the internet and don't want to. It would probably scare me and give me nightmares. Suffice to say, that if you happen to live in the area that I support call me if you have a problem, I think you will be mighty suprised when I fix it right the first time and explain to you how it happened and what you can do in the future so you don't have to wait on hold to get to me.

Anonymous said...

I worked for Comcast too and yes, there are a lot of people out there that are irate and taking those calls all day can be exausting. But when a customer calls 5 times per day for a month and the problem hasn't been resolved, I don't blame them for bring irate. I would be too. The problem isn't always that we couldn't fix the issue. It's the field tech's that don't know what they hell they're doing. They say the problem is at the pole and they never setup a line tech to come out and fix it. In many area's the comcast experience is awesome. I know when I had the services where I'm at, I never had problems. But there are area's that experience problems on a daily basis. Comcast just can't seem to fix those issues. I always did everything in my power to try to get these issues addressed. I fixed most issues. I could turn an irate customer into a customer that appreciate the service. But, in the end, none of that mattered because I didn't offer CDV to that customer that couldn't even get their cable tv or internet fixed. Although I am still unemployed and still looking for work, I'm glad I'm not a part of that company that has so little respect for their customers. What it came down to at Comcast is that it was more important to sell the customer new products then it was, or is, to fix the problem. But if you talk to people around the country, you will find that Comcast isn't the only bad company out there. They have all diverted to money first, service last.




Response:Those people you mentioned above are not the ones I have a problem with, Its the ones who do not pay their bills month after month and call in to bitch us out and somehow make it our fault that they dont have service. And these people make up a higher percentage of our problem customers than the people with service issues.

Anonymous said...

It is a BIG LIE to say that Comcast doesn't outsource its customer service centers. In fact, Comcast outsourced 2 contact centers in the Philippines last year: Transcom Asia (NuComm International) and Convergys. Such call center jobs should have been given to hundreds of unemployed Americans in the United States!

P.S.: I am a former Comcast chat support agent based in Transcom Asia Philippines that's why I know.

Anonymous said...

I will start saying im a Comcast CAE, and im from a call center in Mexico.

first thing, the fact that we are from Mexico doesen't mean that we dont know what to do, and customers rarely notice Im not in the US. really. all grammar or spelling errors youll see are plain laziness.

Second, there are some things that we are just unable to do. when we say we dont have an earlier appointment, WE MEAN IT. some people expect that we just dont wanna give the appointments. WE JUST CAN'T!! CAN'T CLICK ON THE COMPUTER TO AN ERALIER APPOINTMENT!

I know its frustrating, but im honest, i cant. period. and for the record, I cant make appointments for the same day you are calling. never knew the reason, still nobody knows. And i see in the screen an appointment for the same day. i would be more than happy to give that one. but i cant. they'll get my head.

Third. just so you know, as soon as you hung up the phone on me, theres another one waiting. calls never end. i dont even get the chance to sigh.

Fourth, for the tech that made that very long post. I cant go change things. a friend of mine tried, and got in a Dark room with some important guy and the company's Lawyer, to calm him down. and sincerely I cant afford to lose my job.

Now for all, ill get the list of things I have to say everyday, and thats my callflow:
1. Greeting - I greet you saying Hi or whatever
2.I HAVE TO ASK YOU HOW UR DOIN. otherwise its bad points for me. and ask your problem before i even ask your phone number.
3. I ask for ur information. i know you put the number before on the machine, but again, I MUST ASK YOU FOR UR PHONE NUMBER or there a very bad situation for me.
4. I solve ur problem/send tech/answer questions etc.
5. I HAVE TO RECCOMEND YOU A SERVICE. I MUST TRY TO SELL. or there bad points for me.
6. I say goodbye and all that.

THE SYSTEM I USE IS VEEERY SLOW, AND DONT EVEN THINK ITS BECAUSE OF THE COMPUTERS WE HAVE ON THIS COUNTRY, THEY ARE DUAL CORE HAVE AT LEAST 512RAM.so expect delay from us.

The codes from an account are a mess. there are too many and that system is just plain stupid. to the point that when i get to sell something, i get the felling i didnt do it correctly.

I have all kinds of customers. Helpful, Mad, Dumb, Old, young, Indiferent, etc. SOME of them are kind as they remember its not our fault. some others, not at all. And there are lotsa bad reps, to tell the truth.

Now this is for the poeple that are stuck with comcast (others should go elsewhere asap)

1. Please dont get mad at the rep. youll ruin things.
2. Call EVERYTIME YOU HAVE A PROBLEM, and youll get the credit. thats why we leave notes.
3.WE WONT GIVE A CREDIT IF YOU DONT CALL FOR IT sad and true.
4.FOR THE PEOPLE THAT GET DISSCONECTED DOR LATE BILLS, CALL TO GET CREDIT ON DAYS U WERE DICCONECTED, OR ULL GET CHARGED FOR IT.
5.DO NOT CALL THE SERVICE CENTERS NUMBERS ON THE WEBPAGE. YOULL GET WITH US AND WE DONT HAVE ANY CONTACT WITH THOSE CENTERS.

last thing: i used to work for aol. and im very impressed to say they had a better cust service. and i really felt they were trying to change and improve.

Anonymous said...

DO YOU WANT TO HURT COMCAST WHERE IT MATTERS MOST? THEN SWITCH TO FIOS!!!!

If your ready to switch to FiOS let me know. I have a guy who sells FiOS and gives his customers $100-$150 cash back on TRIPLEPLAYS. Why not get more HD, faster internet and not be hit with comcasts roll to price after their teaser promo ends. FiOS is an everyday price offer which stays the same on day 366.

He will also give you up to $50 when you refer someone.

Comcast employees you can get paid too!! send him your FiOS leads.

EMAIL me at:

spider4re at yahoo dot com

Anonymous said...

One thing i don't understand is the number of people saying to go somewhere else if you don't like comcast. what other options are there??? satellite? not gonna work for most apartment dwellers, and many people have no other way of picking up local channels. it's the unfairly legal, localized monopolies that are getting us, and it's time to do something about it! i'm not just talking about customer service (i've personally never experienced any problems with comcast, but on the rare occasion i had to interact with Insight it wasn't terrible), but i'm talking about prices. they know most of us have no other viable options (or at least financially feasible options), and they're going to continue to stick it to us until we do. my cable/internet is going up for the second time in a year and a half for a total of $20 higher than when i was dealing with Insight. that's hardly in line with inflation. and what's changed? nothing. there's more "on demand," but it's mostly crap i don't care to watch. but just like everything else in cable, you have to pay for what you don't want because providing customers with something sensible like an "a la carte" package would be the end of the world. did they stop to think that smaller bills would bring in more customers? but i guess losing the advantage of ripping off the majority of your customer base would be a real sting to the board of directors' bank accounts. don't worry...some people would still "need" EVERY channel offered. i just wish we could introduce some competition and lay off the freakin' price gouging. it's pathetic.

Anonymous said...

Union Lovers:
Forming a union isn't the magic cure-all for unfair wages. as a former employee of a unionized fortune 500 company, i know firsthand just how much greed and corruption are AMPLIFIED by the union. your stewards and representatives are only in it for themselves, and instead of being ONE company working together, you create and foster attitudes of bitterness between hourly and salary employees. how much good did the unions do the auto employees? last time i checked, the execs were still living fat and flying private jets as they crawled on their knees to washington, meanwhile unioners are still at risk of getting the axe. you really think a union will cut back on upper management greed? please. they'll pass the buck to the consumers, streamline employment and go to great lengths to evaluate employee efficiency, and you will find that they will often hold you to unrealistic standards because they want to employee as FEW people as possible to do a job that would really require more laborers. you'll pay out the wazoo to the union (although the benefits aren't bad), but you are held at the hand of the union. they own you, not the other way around. people will lose jobs. prices will go up. a great deal more responsibility will be piled onto your shoulders. but the fat cats up top aren't going to feel it as much as you think they will.

Anonymous said...

I work for a third party that handles Comcast Customer Service Billing calls. Every call I get, I treat that person with the dignity and respect they deserve, even if they havent paid their billin 6 months. If I'm not personally able to help the customer, I get them over to a rep that can either fix it, or promised me to get their supervisor on the call for that customer.
I work for 1800Comcast and I do care, and I do everything in my ability to correct whatever is going on with your account. We are out there, and I'm deeply sorry for those of you who end up with people who say "go somewhere else" because thats not the point you're making. You're saying you want it fixed right, not frustrated to the point of leaving.
I may not be a manager, or a supervisor, or a TeamLeader, or heck, even a second level CSR, but I know whats right, and whats ethical.
Sure I get people calling me and screaming at me at the top of their lungs, but its because of something wrong that has happend, you CANT blame them for being angry. I would be angry too.
The only time I get frustrated on a phonecall is because the solution is SO simple, but my employee# doesnt have the authority, and I have to transfer the customer or request a supervisor to call them back.
I have waited on hold for 30 minutes and more, trying to get ahold of the department that I KNOW can fix the problem. I do it for the customer, because as a customer, I know I'd want someone to go through that hard work for me too.

Anonymous said...

Okay, first off this site is funny. All the angry customers and employees have gathered in one place. I am a service tech for comcast. And I think I speak for most service techs when I say that we understand how you feel when your cable or internet or phone is not functioning the way you expect. You want the service you are paying for. Now let me say that when we show up at your door for a service call, our attitude is generally a reflection of how you treat us. If you are nice to me I will go above and beyond for you. But if I walk into your home and you start going off the wall about the call center rep and bitching up a storm at me because of the problem, well then you just pretty much changed my attitude for the worse.

You have to remember just as you are stressed with your cable not working right, we are just as if not more stressed with the crap we deal with everyday from our superiors. SO our moods leaving the office in the morning are usually not good. Then we show up at your door and have you flipping out on us, well you just ruined your chances of getting the best quality service you can get.

My favorite customers are the ones that I walk in to their house and they say their tv has no picture. They start yelling at me about it and then come to find out their tv was on channel 4 instead of 3. The box only works on channel 3. Or the ones that get all fired up about their remote not working. Did you change the batteries? Or the best are the ones that their internet doesn't work. You go to the modem and their is no cable running to it or they don't have an ethernet cable because they thought the modem was wireless. Or how about when we disconnect someones service cause they didn't pay their bill, and someone comes out threatening to shoot us or beat us down. Seriously people. Do you see what we deal with in a days time. Trouble shoot your own equipment before you call us blaming us for the problem.

We want to help and fix your problem, but as the last employee stated, when you treat us like crap you become the most unimportant person in the world. We have our own stresses to deal with. We have the same problems with bills, kids, family, our cars break down, work sucks. SO what gives you the right to add to the stress that we already have going in our lives. You want to be rude to us, don't be all shocked and shaken when you get crappy service. And yes there are techs out there that just don't have a clue. I'm sure that there are people where you work like that too. The ones that nobody can figure out how they still work here cause they screw up all the time. If he was the guy at your house last, don't blame the next guy for his mistakes. He didn't hire the guy.

So all in all I know it is frustrating. Be nice to the people when you call in. Be nice to the tech that comes to your house. Don't threaten us. Our jobs are hard enough.

P.s. Yes people really do threaten to kill us if we disconnect their service.

Eddie Orbit said...

Golly, must be tough to be a contractor.
I only hope my upcoming Subscription to Comcast is OK. I was only trying to find an example of the boxes that Comcast uses for HD and Digital Voice, and all this cussing and negativity pops up.

Technicians and CSR's are not trained in the same classroom. and all that many customers see is a Hardware problem. The CSR may not have a visual cue as to what we are describing. I will keep watching, and by the way, this my first blog EVER!

jeepfan93 said...

as a comcast tech i can honestly say CSR is a problem. They try to help resolve some problems but in the make a mess. They try to turn the subsciber into a service person and most customers lack the skills or dexterity needed to do the job. when a CSR says to a customer "you need a new box or the problem is outside" thats all the customer hears and when we arive,we cant do our job affectively. I know we have a bad techs, I know we have bad subcontractors and yes more is needed, but more importantly, accountability is needed. when the same CSR's and techs are doing the same thing wrong over and over it's no wonder we're losing customers to verizon. more than that, a taboo subject,we are in the middle of negotiations with comast with IBEW 827 in new jersey. Comcast actually wants us to take a pay cut, they want to remove thier contributions to our 401k, and have less days off. with the company doing this injustice to its own inhouse employees it's really no wonder that customer dissatisfaction is high. how high would your morale and loyalty be if your boss aked you to take a two dollar an hour pay cut? I urge whoever is on here to call the corporate office and urge them to settle this contract before Superbowl. Atleast hrere on the Jersey shore we can make a difference.

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