Tuesday, May 20, 2008

Phone Problems HERE

206 comments:

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Sheila said...

daughter just sent me this site, Mona Shaw my hero, invalid husband, new phone service out three times in one week totaled five hours hanging on a borrowed cell phone, exhausted guy finally showed up at 8pm after I became hysterical on the phone (need phone for 911 service)THANK YOU ALL FOR ACTING

Anonymous said...

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

THIS IS HOW TO FIX ALL OF OUR PROBLEMS WITH COMCAST

***************************************************************

If you don't want satellite, then go with fiber optics or IPTV: Just Google

:::::::::::::::::::::::::::::::::::::::::

"Verizon FiOS"


and/or


"ATT U-verse"

:::::::::::::::::::::::::::::::::::::::::

and sign up on their respective websites. Even if they are worse than Comcast in quality, there's no doubt they have better customer service.

DK said...
This comment has been removed by the author.
DK said...

We have been your loyal customers since 2001. The moment we got off dial-up internet, we called you. We wanted the fancy, supersonic-type internet connection. And as long as we've had cable, we've had Comcast. At one point, we even upgraded from basic cable to the digital signal and fancy cable box. I'm not sure you understood the level of commitment we were making to you. We expected you to be as invested in this relationship as we were. To prove that point, we even switched our telephone number over from Verizon (we had been with Bell Atlantic since man made it to the moon and rocket scientists wore short-sleeve dress shirts) to your delightful Comcast bundle. If that's not wearing a chastity belt declaring our sole loyalty to you, we have no idea what "soulmate" means.

We're not saying this relationship hasn't had its ups and downs. But we've made it through the rough patches. We thought our relationship had grown stronger as a result. And then, you made the worst mistake you've ever made. Two weeks ago, we called to schedule an account transfer - we wanted the same delightful Comcast services at our new home, two blocks down the street from our rental home. And when your lovely installer pulled up to our home in his white-and-red van, we were overjoyed to be reconnected to the world. That is, until we found out you were assigning us a new phone number. You took away the number we've had since we moved to Maryland in 1992.

We called you immediately, thinking we had lost our beloved phone number forever. That kind of panic over a land line is unusual. Kids this generation just don't have the same work ethic and commitment to land lines that people used to. We knew it would take some time to resolve the situation. But four transferred calls later and 30 minutes of elevator music, our souls were still adrift in Comcast Purgatory. Eventually, we thought the situation was resolved. Alas, we were mistaken...and spent four hours the next day speaking to different representatives. Apparently you felt the need to create three separate work orders - one to transfer our account, one to change our phone number to a new one, and one to carry our old phone number over. And we are just as lost as you. Was this ever in the fine print of our prenuptial agreement? Can we expect you to provide us with the same services you did before we moved? What happens to a phone number deferred? Does it dry up like a raisin in the sun? Or does it fester like a sore - and then run?

This is worse than when we first hooked up with you. We stayed with you through all of your growing pains. We knew it would be difficult to enter a relationship with someone much younger than we were. But we took a risk. We endured months of on-and-off service, the sound turning on-and-off in tune with the flickering picture.

This is also worse than the time we turned in our equipment on your orders and received a bill for our failure to do so just a few months later. It's a good thing we're pack rats and we kept the receipt. That sure wasn't covered in our prenup. It's starting to feel like all of our digressions are covered in that agreement, but none of yours are.

Sincerely,

The Lin family

Anonymous said...

It’s hard to even know where to begin with al l the frustration Comcast has caused me in the past few months. I have been a Comcast (Time Warner, Roadrunner) customer since the late ‘80’s and I’ve spent thousands upon thousands of dollars seeing as I have TV, phone and internet through them. All I wanted to do was to add a separate line to my current service to replace an AT&T line that my Mom was using at my house (she lives with me). It took over a month before I finally had the line added, but in that time I had: THREE visits scheduled in which no one ever showed up, each time was at least ½ a day or the whole day missed from work. I would be given an 8-12 window, and at 12:30 would be told the tech was “running behind but in the neighborhood and would be there soon” (and they NEVER showed or called). Twice I was told “they had no record of a call scheduled for my house!!”. THREE visits in which a tech showed up, but didn’t have either the knowledge to complete the task, or “Comcast” hadn’t made the right adjustments before-hand with the previous phone company so that he could complete the installation. The tech would call in additional techs to the house, and they would still all leave and I would have no service. In the midst of this, they managed to knock out my internet service and it took a WEEK before they successfully restored it. It was either “configuration errors” or, the “modem was bad”, or they “weren’t sure and were going to have to call in another tech”. I complained loud and long to someone I got on the phone, who finally had a manager from the Comcast unit in my town call me. This name was “Glenn Foreson” sp?. He apologized, said Comcast was having “computer issues” and that’s why they kept telling me they had no record of a service call set up for my residence. I was given his number, but he NEVER answered his phone again and repeated messages left on his voicemail were not returned. At one point, a tech told me via phone that once my internet service was restored that I should call Comcast back and request a credit for the time I was without internet service. This was as I said above, in the midst of the phone line addition fiasco. When I called I spoke with someone and asked for a credit for the internet service, I was told that there had already been a credit given on the account for something else, but that she would also apply the internet credit. I asked for my total balance due. She told me $29.05. While I realized this was quite a bit off from the $200+ I normally pay every month, it was AFTER I’d talked with the local Comcast manager who knew I had spent at least TWO days off work waiting for someone who never showed. I considered my missed wages, and thought that “well, Comcast is finally doing the right thing”. I promptly sent them my check for $29.05. Imagine my surprise when I receive another bill for $386!!!!!, with a LATE CHARGE attached!!!. Needless to say, I was (and still am) LIVID!!. I paid the bill, despite my disgust, knowing I’d never be able to get anyone of any substance to call me back or offer me any type of decent customer service to resolve this issue. I had already left two messages for the local manager to return my call, after receiving this bill – which of course, were ignored. My payment then apparently crossed their letter to me of a “FINAL NOTICE BEFORE SUSPENSION AND TERMINATION OF SERVICE”. If I ever have another problem with Comcast, no matter how trivial, I’m dropping their service. They’ve made me feel powerless and USED. We’ve only kept Comcast this long because of a few lousy local channels that we’d lose if we went to Dish or Direct. I’m at the point that I’d take less than stellar performance, less options, channels, etc. on my TV or internet just to be able to feel like I’ve taken my DIGNITY back! A/C #09586802493024

Rich Panelli said...

I subscribed to Comcasts phone service a few months ago and that's when my Apple ICHAT stopped working. My experience with Comcast's support is much different than most of the posters on this blog. I reported my problem on this site and also called Comcast tech. support. They responded and have been working on the problem until it was resolved, yesterday. They swapped modems, installed 2 new modems in order to split the Voice from the Internet / Cable TV but, unfortunately, none of this resolved the issue of using ICHAT's video conferencing function with Comcast's telephone service. These test did, however, isolate the issue to my wireless router. This router supported ICHAT video conferencing prior to installing Comcast telephone support. Comcast could have walked away at this point and said the problem was mine, but they didn't. Instead, they continued to diagnose the problem, checked with other techs, supplied a newer router to test and then one of their techs suggested we turn on the DMZ feature of the wireless router. Immediately, Apples ICHAT video conferencing was working. We then tested the phone and TV and everything works as advertised. Something in my Linksys Wireless-G router had a problem with the new modem that combines internet traffic with phone traffic. The DMZ feature appears to resolve this problem.
This success with ICHAT suggests that Comcast Triple Play users who are experiencing problems with ICHAT and have a wireless router installed should turn on the DMZ function of the router to see if it resolves the problem.
Many Kudo's to Comcast for their response, followup, support and perserverance.

Anonymous said...

Comcast leaves much to be desired. We had both the cable and the internet. When they advertised the bundle including the phone my husband(silly rabbit) to add the phone on to our service. When I phoned to do this, they added the phone and disconnected our TV and cable. When I phoned them to inform them of the mistake they said they didn't think we had the services. Then how come I am paying the bills. They fixed the TV and internet but I was told I would have to wait 2 weeks to get the phone installed. When they came to install the phone, they were 2 hours late as usual and after they were finished our TV did not work again. I phoned them as soon as I noticed this and was told another service man would have to be sent out. When he came the second time he fixed the TV but neglected to tell us we had to recode the set so again we had no tv. Also in the mean time I did not receive any information as to what features I had on my phone or the codes to make it work. I phoned them and was told something would be sent in the mail to me, that was back in Feburary and I am still waiting. The deal my husband signed up for was to get a $300 dollar rebate back if we signed up all services. When we signed up I was told the refund would take 4-6 weeks. I was also told that I need to sign a contract for 2 years of service and when they came to install the phone I would sign at that time. The person intalling the phone knew nothing of the paperwork. About 4 weeks later I got a nasty letter in the mail telling me that my rates were going to increase because I failed to sign the agreement. I phoned them about the letter and told them I never received it, I was told to down load it from their websit and fax it in that day or the fees were to increase. When I phoned them last week and asked about the $300 I was told it would be another 4 weeks in order to recive the check. I am not going to hold my breath I think that the $300 rebate is a figment of their imagination and I will never see it. Comcast is a monopoly in our area and it sucks. We have no other choice but to receive services from them, they have the worst customer service I have ever seen expect for Trendmaker homes. They should not be able to treat their customers like this.

Anonymous said...

Last night comcst.net web site was hacked from some UNKNOWN person and people were/are not able to go to this web site to check their email or Voice Mail messges, When called them the said we are upgrading the service.
Here is the actual error message from their main server.


KRYOGENIKS EBK and DEFIANT RoXed COMCAST
sHouTz To VIRUS Warlock elul21 coll1er seven"

Anonymous said...

Comcast service has been a nightmare. Common problems are that people can not hear you when you call them. They say that my voice is fading in and out. Even though I have had over 20 Comcast techs out to my house the problems continue. I would tell them about this website and they deny that anyone at Comcast has any knowledge of it, which is not true. Other problems have been "phone bounce back." This is where you hang up the phone and the number you just called, phones you back, but there is no one there. Comcast finally fixed this, but it took over 20 phone calls, and over 8 tech visits to my house. Comcast also will hang up on you while you are on hold about one out of 5 phone calls. There is never any explanation from Comcast as to why any of this is happening. Finally, when I was signed up with Comcast at the beginning, I was lied to about the price I would be charged four different times. I was told $57 when the real price was over $100. I finally tracked down the solicitor, and he agreed that he did lie to me to make the sale. However, I would still have to eventually pay the over $100 per month because those are the rules. Comcast also refused to fire the salesman.

Anonymous said...

People need to stop installing their own home wiring and leave it to the people who get paid to put the correct wiring. Ninety nine percent of the time the problem comes from inside the home.

bofdem said...

To the spineless anonymous moron user above (spouting about "99% of problems inside home"), 99% of my Comcast problems have occured at the pedestal, node, and/or further up in the network (all outside the home).

The lone "inside the home" problems that I've involved devices going belly-up. In one instance my cable modem (eMTA) was bad, yet customer service told the technician to bring a cable box (DVR).

Anonymous said...

Then quit bitching like a little cry baby and cancel you r service!!

JoePublic said...

"Then quit bitching like a little cry baby and cancel you r service!!" WHAT KIND OF SERVICE, Phone or Customer service has anyone here received? HOW CAN WE CANCEL WHAT WE HAVE NEVER HAD?!? MORON!!!

JoePublic said...

My phone service has been out for more than a week. This is just the latest example of negligent and incompetent service I've suffered in this year long haste with these bastards. I spoke with the moron in a service truck parked at a local gas station and this is a problem for customers within at least a 5 mile radius of Duluth GA. I have filed ANOTHER complaint with the PUCO, Cable Commissioner, and Cable Association AGAIN. (local officials who affect their license to provide service in my area. AND I HIGHLY SUGGEST THAT YOU ALL ALAO AT LEAST FILE A COMPLAINT WHIT THE PUBLIC UTILITIES DEPARTMENT AT YOUR LOCAL CITY HALL) So don't settle for the crap you'll get from "customer no-service!" Follow up with your local officials who regulate their ability to do piracy in your area!!!

JoePublic said...

You won't get better or more concomitant service here, but at least you won't have to push 1 for English! MAKE YOUR COMPLAINTS TO THE EXECUTIVE OFFICES 1 888 610 0995

Bill from Arlington said...

Hi everyone,
I just came across this site 2 nights while trying to find the email and address for someone at Comcast HQ. I sent the below email yesterday and dropped hard copies in the mail, and was called within the hour (and assigned a case worker for lack of a better term). They are going to reimburse me for the installation fees and my time. Though my letter is heavy on the snark and sarcasm, it got results. The moral of the story is angry letters work, so skip the monkey and go straight to the organ grinder....
June 3, 2007

William J. S_________
______________
Arlington, VA 22204

Beth Bacha
Vice President of Communications, Eastern Division
Comcast Corporation
1 Comcast Center
Philadelphia, PA 19103

RE: CUSTOMER SERVICE

Dear Comcast:

I am writing to inform you of the appalling customer service I have encountered in recent weeks at every level of your organization, from technical assistance over the phone, to website difficulties, to technicians in the field. I recently moved to my new home on April 25, and due to lack of service and utter incompetence I want reimbursement for all installation costs. Prior to moving, I contacted Comcast to arrange to have services set up, and agreed to purchase your Triple Play package. A technician arrived on April 26 to set up my cable, internet, and telephone. This technician did the bare minimum to set up the cable, and left a jumble of telephone wires on the side of the house; however, because of prior poor Comcast experiences, I kept my expectations low. Since the cable worked and I was assured that a landline would work in any jack in the house, I considered it a victory.

I encountered my first difficulties when I tried to change my address on your website, something that on any other company website is not a problem. I spoke with no less than four technicians on the phone, and went through your EVA tool online, all to no avail. The EVA tool was useless and not user-friendly, and I may as well have been asking the technicians to split the atom. They were so flummoxed by the high concept of changing my address online it was like showing a dog a card trick. In the end, I was told I had to delete my account, set up a new account, obtain a new customer number, and re-enter my profile and payment information. I would expect changing my address might be a challenge for a less tech savvy company website, but not for the national corporation providing me with telephone, cable, and internet service. Unfortunately, I would not be able to stop and smell the irony because more garden-variety incompetence was on the way.

Remember way back in the first paragraph when I wrote “I was assured that a landline would work in any jack in the house?” That’s called foreshadowing. It turns out the installation technician did not, in fact, install much of anything. I called customer service and they promptly sent out a second technician, who informed me that he knew the first technician and had been “cleaning up his messes all over town.” He was able to activate the jack in one room – my four month old daughter’s room. I told him I did not really need a ringing phone in her room – she’s a light sleeper and to my knowledge makes no outgoing calls – so he promised to return in two days to fix the other jacks. That was 10 days ago and I have not heard from him since. I can only assume that he either blew me off or the first technician, trying to send a message to other potential badmouthing colleagues, killed him. I would have called the police to report him missing, but alas, no phone service.

When I moved last month, I had to transfer every bill, every utility, every service, and every magazine to my new address, and dealing with Comcast has been more trying than all of the other companies combined. I have reported each of these difficulties individually online; however, I have always received the response of “I’m truly sorry for your inconvenience” and no solutions. Still, I am not unreasonable – I do not want to not pay for my service; however, I demand to be reimbursed for all of my installation costs and for the ample time I have spent attempting to secure the services I have already paid handsomely for. If I do not, I will not simply switch services and join the legion of disgruntled former customers in online forums such as ComcastMustDie.com and ComcastSucks.org, I will write Virginia’s State Corporation Commission, the Better Business Bureau, and every news outlet in the Northern Virginia area.

A Verizon technician showed up on my doorstep inquiring as to whether I would like to have their FIOS package installed, which is similar to the Comcast Triple Play package and actually looks to cost the same if not cheaper. And the only way the customer service could be worse than Comcast is if the Verizon technician burned my house down. Despite this, I declined because I demand the services that I have already paid Comcast for. I have been a loyal customer for years, and I am giving Comcast one last opportunity to keep me as a customer. If I do not hear from a live, human being from Corporate Customer Service who can affect change and tell me how they plan to reimburse me, I will switch to Verizon and write so many letters you’ll think Mona “The Hammer” Shaw was the model of restraint.

Sincerely,



William S__________

Anonymous said...

I cannot recommend enough that no one should get Comcast's phone service until they can guarantee that it will never go out. I'm not just talking about an outage, either. They hype the fact that it's better now than it was, but that just means that it was terrible before and now not as terrible.

Don't get me wrong. There are people who have the service and have never had a single problem. Those people are rare. And yes, you can understand the occasional issue, a line down, even an unexplained outage, because people damage things, accidents happen. What shocks me is how terrible the phone service is and how little comcast does to address it. People who call in are told their problems will be addressed, but just to wait for it.

But don't take it out on the customer service. They are usually poorly trained and then put on the phones with no idea what to do. Their support system is terrible, and if and when they manage to get a manager/supervisor, they're usually told to handle it themselves. It's a badly run company, and there's no excuse for it. I have had comcast for years with no problems, but I'm in the minority.

If someone calls up to complain about a wire hanging in the road, Comcast tells them they'll get right on it, and then the customer service has to put it in under no schedule, meaning it'll get done when they find time to do it. It is a terribly ineffecient system, rife with misguided and misdirected people. It is not the low level representatives fault, no matter what you might think. They can only do what they're (poorly) trained to do.

And sadly, the representatives that do try to give personal service are unable to do so because they have to meet statistics and goals set by people above them. Calls are a certain amount of time, it used to be they were not allowed to call anyone back without getting in trouble. If you ever received a call back from a representative, count yourself lucky because that person went above and beyond their duties and might actually have ended their career at Comcast trying to help a customer. Not to mention that they have to reach a certain amount of sales of the Comcast phone or else they will be fired after a year. Despite fixing issues, helping people and making Comcast look better than it should, if you don't sell their phone, you are meaningless and worthless to them.

Comcast even tried to use as a selling point the fact that while traditional phone companies are required to get phone lines working within a day, that comcast is under not strictures to do the same, but that they do anyway. Seriously. They told customers that they were doing them a favor by making sure their phones work.

CodyVl said...

Comcast Phone Service??? You have to be kidding me, there is no phone service. I may pay for it but I don't always have it. I am sick to death of getting cut off in the middle of a conversation.
I asked the customer service if anyone else was having the same problem as I was experiencing and was told "no" it was unique to me. I then went to my neighborhood website and asked if anybody else was having problems with Comcast new phone system and was surprized to find my neighbors were having the exact same problems. It seems to have affected an awful lot of us in the area. After 3 months of horrible service the problem just stopped. Now five months later it is rearing it's ugly head again. I am done dealing with them, I went right to the Attorney Generals Office to file my complaint. They have no business being in the phone business if they don't have the know-how or the correct equipment to provide service. Lord, why did they dismantle the Bell System??? I hope the idiot that put that through has a place reserved in Hell for him.

DL Cobb said...

Mr. Garfield please consider an “All of the Above” or an “Other” category as this would qualify.

I have had numerous issues with Comcast over the last three years where I have been forced to use their service given no viable alternatives. I have come to have a saying that Comcast only fumbles on days ending in ‘Y.” None of these I deemed post worthy as they would simply be more stories about a company where customer service is a four letter word. This incident however I feel compelled to post as a warning to others.

I recently made a payment using my bank check card. Later that same day I noticed through on-line banking that not one but two charges had been sent. Twice as much as I had authorized had been deducted from my account.
I immediately called Comcast and after the normal 45 minutes to an hour of waiting and being transferred someone told me I had been credited for $2X. I informed the voice on the other end that I had only authorized $X and I wanted this issue resolved. He placed me on hold again and after a further wait I was informed that yes in fact two charges were sent. Having now been told what I already knew I asked what was to be done.
I was informed that it would be “sent to finance,” I was giving a reference number and told I would hear from the finance department within two hours. Foolishly I believed him and said my thank you and hung up.

Next morning, after of course NOT having heard back from Comcast, I called my bank. I might mention that I have had nothing but wonderful customer service experiences with my bank (Chevy Chase of Maryland) and this was no exception. I was told that it was a clear case of a double charge and as Comcast had already admitted the error the simple solution was to have Comcast call them with a “reverse authorization number” and the matter could be cleared up in moments.

Armed with this information I called Comcast again this time I was told that I would be unable to reach the finance office and that I had been misinformed – that there was never any chance “someone from finance” would contact me within two hours. More likely it will take three to five days! I said this was unacceptable and must be put in touch with someone who could fix this issue now. The agent said “sir there is a backlog. Issues are dealt as they arise.”

The concept floored me. I may need some translation but I understood her to mean there are such a large number of customers whose bank accounts or credit cards Comcast has fouled up that I have to wait in line?

Now I understand (as I believe we all do) that double billings or charges can happen – rarely but they do. But can you think of any other merchant, company, association who wouldn’t bend over backwards to resolve such a fumble immediately, and I mean yesterday, apologizing profusely the whole time? Only Comcast would try to make ME feel like the villain.

Needless to say my next call was again to my bank, where I initiated a credit dispute and investigation. I might add that during my conversation with the investigator she informed me that they (the credit dispute department) had had many dealings with Comcast. The initial phase of the investigation was to remove both charges from my account pending the outcome. So now Comcast doesn’t have any of my money, a fact I am sure they will discover in far less than the three to five days I was told it would take to resolve the issue.

The moral here (and I thank those who took the time to read all the way through) DO NOT under any circumstances give Comcast a credit card or bank card number. EVER! Pay electronically through your banks bill paying function or by check or in person. Never give them a card number…..it’s like giving whisky and car keys to a teenager.

DL Cobb
Alexandria,VA

leticia said...

acct 8773201801419294
I am so mad right now. I called Comcast a few days ago asking them to disconnect all my services on 06/21 because we are moving out of the are. The VERY NEXT DAY Comcast disconnected ALL my services. So I called and I had all my services reconnected the next day. Then, the VERY NEXT DAY I had NO phone service again God knows why. The rep said that they would have to send a tech, and the next available was 4 days later. So I escalated to a supervisor (i'm actually saving you guys from all the little horrible details) and the supervisor got a tech the next morning. So now I have phone service, fine. THE VERY NEXT MORNING: i can't make international phone calls, they don't know why. Supervisor opened a ticket and gave me a 60 HOUR TIME FRAME to fix. DIE COMCAST, DIE!!!!!! I hate you.

Anonymous said...

Employees are treated like shit. SELL, SELL, SELL or else. Comcast is ran by communists, they ask for your opinion just to see where you stand - last thing you know you're getting FIRED, based on that opinion. HR Open-Door plolicy is one of their ways to get you under the radar.

Great benefits, lots of free snacks to get you fat and increase your low self steam, so they can slave you for life.

Bigest assholes: Marketing directors, marketing dept in general, call center managers, and leadders, and sales managers.

I quit last year, told them to take the free snacks, free cable service and the benefits and stick it up their ass; they walked me outside and asked me to stay away from the property. I canceled their service, Order FIOS/TV and got my phone service with MagicJack for $20 a year.

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

John said...

Here's a copy of the letter I sent through the "ask rick" link on Comcast.com. It describes in great detail my many problems with Comcast. after reading extensively on this site, I decided that it was as futile as explaining string theory to my 9 month old
================================
Rick,
I apologize for the length of this message, but I assure you that every statement in this communication is of great concern to me and I anticipate that, as Senior Vice President of Customer Operations, it is of great concern to you as well. I highly appreciate your attention to this matter and I respectfully request any assistance you may offer.

Customer Number: 8773103520463704

Problem History:
I signed up for the Triple Play package in September and it was officially installed September 22nd, 2006. Lasting until December 2006 I had experienced a wide variety of problems with all three of the bundled services, but most debilitating were droppages on the phone and disappearing dialtones. It took several calls and two technician visits to resolve the situation (the apartment building needed an external wire replaced). In May of 2007, I moved to a different apartment on the opposite side of town and had services transferred there. Starting from early June 2007, I had minor problems with phone service, but nothing debilitating. These
problems continued through March of this year, when I started seeing a huge increase in quantity and severity of the audio droppages on phone calls (one side of the phone conversation will disappear but the call will remain connected). I also had a large number of occasions where the line would simply go dead and I wouldn't have a dialtone or an internet connection.

This required either a power cycle of the modem (which I performed myself) or a cell phone call to 1-800-COMCAST for a remote reset. All tech support calls were able to temporarily fix the issue. Starting in May I also had excessive tiling and distortion on my tv signal on a wide variety of channels, including On Demand movies. Ultimately I had to have one refunded (6/4/08) because the distortion made it completely unwatchable.

I scheduled a technician to visit on May 17th in hopes of solving all of our problems. That technician never arrived, but instead called our home and left a message on our voicemail. His message was put simply, "next time you make an appointment, make sure you're actually home." I interpreted his tone of voice as agitated. Both my wife and I were home during the entire time window that we were quoted (5-7pm) and nobody showed up. Also, the phone didn't even ring because of the problems mentioned above (I had to perform a power cycle just to get a dialtone). At this point (around 7:15pm) I called 1-800-COMCAST and asked to speak to the manager on duty, who identified herself as Lisa. I described the situation above and Lisa offered to make another appointment. Being that we were leaving for
vacation the following day, I was extremely agitated that the technician hadn't shown up. Lisa's solution to this problem was to set up an appointment and for me to arrange to have a family member or a friend be present at the apartment to let the technician in. I was not comfortable with this solution and told her so. I requested that she get in contact with the technician to have him return to the apartment. Lisa's response was that they are not allowed to contact the technicians after 6pm. This conversation continued in such a fashion ultimately yielding no solution. When I returned from vacation the phone was again not working and I had to perform yet another power cycle of the modem. The following night we rented a movie through On-Demand (as mentioned above) and had the extreme tiling issues. We called 1-800-COMCAST and went through the same song-and-dance described a few times above and the representative refunded our $5.99. We did not continue to watch the movie.

A few days later we lost phone service entirely. I called 1-800-COMCAST once again (reference #126496660) and the representative (Preston) ordered outside line maintenance to be performed within 24 hours.

When I returned from work the next day to find that we still did not have phone service, I called 1-800-COMCAST once again and spoke with the manager-on-duty who claimed his name was Wayne (employee ID 44961). Wayne assured me that the problem would be fixed and arranged for a technician to come to the home again. He also reluctantly agreed to put me into contact with the department manager, Scott. Scott was not present at the time but Wayne gave me his word that he would talk personally with Scott the next day and make a notation on my account reflecting the request I had made to speak with Scott. Being that I'd previously tried this technique at getting into contact with upper management and had been unsuccessful, I insisted on
acquiring Scott's last name so that I would be able to contact him of my own volition. Wayne vehemently refused. As a possible solution I requested that Wayne email me a statment to confirm that the request was made, which Wayne also vehemently refused, quoting various security policies involving email.

I decided ultimately to take his word that he would indeed talk with Scott and have Scott call me back. It has now been 2 weeks and I have yet to hear from either Scott or Wayne. Two phone calls on 6/10/08 failed to put me into contact with either Wayne or Scott. The representative was unsure as to who or where Wayne was, and the extension that he listed within my account notes would not connect her.
At that time I did not have my notes to give her Wayne's employee number (44961).

The technician who Wayne scheduled to visit on 6/6/08 arrived on time and was very pleasant. He was able to replace some wires and return our dialtone. At this point I had been without a dial tone for 2 days and had been making all my calls from my cell phone. There were a few wires that he was unable to access and he told me that he would schedule a special maintenance group to visit in the next 24-48 hours to take care of the problem. A few days later another technician knocked on my door to tell me he had completed replacing some more external cabling, but was unable to fix
one down the street that may be causing some problems for my entire complex. He said that he would schedule another maintenance group to fix that problem as well. I have no knowledge of whether that work was completed.

As of Friday, June 13, I was still having phone problems; half of the conversation would still drop and the recipient could not hear us speaking. The opposite of that situation also occured on a separate call; the we cannot hear the recipient, but they could hear us.

Consequences to Comcast:
As a result of the many problems described above, and especially because of the lack of solutions that technicians and representatives have provided, I had decided to cancel almost all of my comcast services, effective 6/13/08. The new pricing plan and lack of a more affordable option is also a very significant factor in this decision.

Merely cancelling services, however, is not acceptable to me. My needs as a customer have NOT been met and I have not been made to feel like my concerns are of any importance to anybody within the Comcast Corporation. I intend to speak with the Attorney General's office to find out what my rights are in this circumstance; and at a very bare minimum register a complaint with them and the Better Business Bureaus in Massachusetts where I reside and Pennsylvania, where your corporate headquarters reside.

From day one I have not received the services as described in advertisements and on the website. I have been offered only minimal monetary compensation to rectify my situations: $5.99 for the On Demand order. There may also have been a credit of a couple dollars in October of 2006 as well, but I cannot find my documentation. I'm sure it's listed in your database. I have usually been treated politely via phone, but not with any indication that my problems and complaints are being reciprocated to upper management. I hope to achieve that with this email, though judging by other people I've talked to that isn't likely.

Formal Requests:
-copies of any and all account information, especially any available special notation about any and all of my tech support calls. I would appreciate this in printed form on company stationary, signed at the bottom for authenticity.
-information of any credits applied to my account in compensation for any technical issues
-a method of contacting Wayne and Scott.
-Account credit equivalent to 2 months of phone service ($66.00) for the time spent awaiting fixes from technicians.

If you are able to help with the above requests, I express my appreciation. If you cannot, I appreciate your redirection to the appropriate party(s) who may supply these provisions.

Anonymous said...

If anyone would like to listen to WBBM Radio, and receive traffic and weather reports "on the 8's", they can use my Comcast Digital Telephone (non) service. Attempted to cancel the service today, but was disconnected 3 times!

mendedheart said...

09518160925-02-7 here!

My internet and phone service have been flickering in and out recently. Had problems around father's day. Nice tech came and reset RCA modem by removing battery and unplugging, then reinserting battery and replugging. Then today, internet service and phone out again. Then in. Then out. Then in per my husband who is now home. But I am not. I am typing this in a free WIFI location on my laptop because Comcast internet was out when I left the house.

Comcast cable TV hasn't worked since March, (see my earlier posts on Comcast Disservice), but I haven't been able to take off work to wait for techs to 1. arrive and 2. fix it.

Am ready to settle all this. It's summer. July next week! Will stay home and wait for your techs! Any day but Monday, when I do need to see my people at the office!

Would like a modem that works consistently, an amplifier to see if we can get the cable
TV going, but if not, will offically drop cable.

Will need credit for cable tv I haven't had since March up until now. If can't get TV with next tech visit, will request new contract - double play, not triple.

Will also need credit for recent lost days of phone and internet usage. Would also like credit of approximately $15 for cell phone usage in lieu of busted Comcast phone.

As a lawyer, I look forward to a nice class action suit as well as antitrust actions against Comcast. Happy to sign on a a plaintiff in the class action!

No offense to Comcast employees - Comcast problems have to do with a rapacious business model that signs people up even though the business infrastructure to provide adequate service is not in place.

Anonymous said...

If you are a lawyer then you should know that you will not get credit for your service issues since March. For the simple fact you had no time for a tech to come out. People like you are so funny. Just remember the calls are recorded,so if you declined a service call then you case is over. Oh and Comcast has a dept that surfs the net for sites like this. So to bad for you your comcast account number is listed. Dumb ASS

Anonymous said...

I FEEL THAT IF THE CUSTOMER SERVICE IS SOO BAD, AND THE SERVICE IS SOO BAD JUST CANCEL IT. GET THE EQUIPMENT OUT OF YOUR HOUSE AND LET THAT BE THAT. I MEAN WHY GET SO UPSET OVER SOMETHING THAT YOU CAN ACTUALLY CONTROL. IF IT DOESNT WORK, CANCEL IT. THAT'S ALL THERE IS TO IT. YOU DONT HAVE TO GET ALL ANGRY UPSET VIOLENT AND ALL THAT OTHER STUFF. JUST GET RID OF IT . . . I DONT THINK THAT IS SO HARD.

Heidi said...

I got tired of paying for Comcast service and getting very little so I just switched over to Verizon (Fairpoint Comm. in my area). For over a wk now I'm not getting any incoming calls from basically anyone that has Comcast for their phone service. Verizon is telling me it's Comcast issue relating to the "switch". Some tech. support individuals tell me that there's a black list and b'cuz I made the switch these phone calls are being blocked by Comcast, which I understand can happen with your e-mail as well. Comcast won't help me with this as I'm not a current customer though have been since they took over the previous cable company in the area. They told me, as did Verizon, I need to call all the people who are trying to call me and have them call and make a complaint - what are they crazy. Number one - they can't get thru to anyone and #2, how do I know who they are if they can't call me??? ONE FRUSTRATED EX-CUSTOMER.

John said...

Hello all,
John, Customer Number: 8773103520463704 again. I'm happy to say that this forum did garner some attention to my problems in regards to both telephone calls and a typed form letter. However...I've been playing phone tag with the person who contacted me and have yet to speak with anybody. I will say that I'm appalled that posting on the comcast website offers NO attention whatsoever....

COMCAST, PLEASE CALL MY LISTED ALTERNATE NUMBER....I'm sick of leaving messages on your voicemail boxes.

Anonymous said...

i work for comcast and due to PR crap your more likely to get help posting here than you would if you called 1800comcast or wrote a letter to corperate headquarters.... i wish i could tell all the irate customers i talk to that going to this site would get there problem solved faster

Anonymous said...

Comcast bundled in my neighborhood. Everyone who signed up has had trouble with their phone. Comcast will not deal with the neighborhood and requires each customer to make multiple appointments with technicians to come out and waste the customers time while the technician fiddles with the single customer's phone. Of course, that does not correct the phone - it just wastes the customers time. Comcast does not seem to understand that each appointment means you have to skip work or cancel plans for a wasted home call. I understand that eventually after enough wasted home calls, Comcast will finally send out technicians to fix the system versus attack it from an individual direction. I will tell anyone who will listen to chose another carrier. Comcast is coming into the area where I have a second home and I believe that I should tell my neighbors not to sign up. Customer service is poor.

John said...

John, Customer Number: 8773103520463704 yet again. finally got in touch with Nancy, who I've been playing phone tag with for a month now. She has proven to be somewhat helpful, at least in terms of monetary compensation...got a credit of $66.00. I am rather annoyed that she and the "legal" department refuses to offer me my account notes, claiming that it's internal information and that it contains private Comcast information. Perceived illegality aside, I requested that anything private (regarding comcast employee data, not specific to me) be stripped from the document and I was still shot down. The best Nancy would be able to offer me is that I visit my local office, at MY convenience to "view" but not retain any information on my account. I'm debating bringing a lawyer, but I don't want to pay exorbitant lawyer fees just to find out if I'm able to enforce the freedom of information act in this case. We'll see what happens friday.

Anonymous said...

I did the triple play and they could not get the phone to work right, so they would not give me any discount for the TV and internet.

ATT is so much better deal.

Comcast has been real hard on existing customers. They only will give deals to people who do not have accounts with them.

I can not see any reason why anyone would use this service when all options are better and cheaper.

Anonymous said...

http://consumerist.com/5027169/worst-company-in-america-final-death-match-comcast-vs-countrywide-home-loans

This IS YOUR CHANCE to VOTE COMCAST 'The WORST Company In America'!

Click on the link and VOTE today!

John said...

This is the third time that comcast was to show up to fix my phone service.Once again they told nothing but lies. The first time they lied was last week.We had an appointment in the afternoon and I took time off work to get this problem with my phone fix.At 4:55PM I called and they could not give me an answer. I asked to speak to a mananger. They replayed,that there are no manager's here at this time. I told them I do not care, get me a manager from some where even if you need to go next door and get one from the food court. Well finally they got a manager after 5 minutes. I was told that someone had canceled out my appointment from this number. I was the only one home and I did not cancel my appointment.So he setup another appointment for today during the morning. They were suppose to call me so I could make sure I was here. They did not show up or call me. I called again, and they said that a tech. was here and he fixed the problem with the box outside. But my phone still does not work. I sure wish that I did not get bundled up with this service: Called Comcast. They are nothing but story tellers and the people that work there are very incompentent.

John said...

I did not post my account # but here it is 09579 272592-02-1

Kelly said...

Our cable provider was recently bought by Comcast. We have "triple play".
I have called now four (4) times to tell them that our voicemail is not working.
I have now rec'd 4 different responses from them on why it is not working and when they are going to fix it.

Will they fix it?? Doubt it. Will I still have to pay full price for a defective product. OF COURSE.
Kelly

Anonymous said...

I live in zip code 33149. After agressive TV ads related to Comcast saying how I could save money, I contacted a local rep. He assured me I could have Cable (which I don't need),speedy internet connection and more enticing, unlimited continental phone calls for a flat mothly rate. I thought I would save money and dropped my previous contract with BellSouth. I signed agreement papers, they came to the office and installed a cable, promptly establishing Internet access (no different in speed from my previous DSL deal but more expensive).

Then I learned that my area does not support digital telephone services. They apologized and asured me quite likely there will be phone services available in 2-3 motnhs. Five months have ellapsed and I have been spending more than before for phone and Internet services. There is no such thing as Comcast telephone services in my zip code, and I feel I have been fraudulently deceived by Comcast.

Before you sign with this Company make double sure your zip code indeed provides phone services! Even then beware of their tactics and services judging from previous comments!

Anonymous said...

ACCOUNT NUMBER 8798201580183963

I am writing to inform you of the myriad of issues I have with Comcast. There are too many issues in which to go into great detail, however I can list each one and give minor detail about each issue.

1) I live in a Condo. I am charged for Expanded Basic Cable by my Homeowners Association. Comcast is incorrectly billing as there should be a credit applied to my bgill each month for services paid for THROUGH my association. i.e Since I have your largest package, there should be a credit of what is already paid to the Homeowners Association leaving a lower bill.

2)My phone service has been out for almost 3 weeks. The tech came on Saturday July 20th and advised it was a line issue. According to Comcast the line technician was dispatched to my unit and left without any disposition in the notes. In essence all Comcast knows is he was there the day after the repair technician. It is unclear what if any actions need to be taken at this point by Comcast. Another appointment scheduled on Sunday August 3rd. Making it almost a month with no service.

3) The general installation of the phone. I was informed that I would be charged for additional phone jacks in my home and instead only hooked up to one phone jack in my entire home. I was advise by your technician to purchase the multi handset cordless phones in order to utilize the phone throughout my residence. YOUR COMCAST REPRESENTATIVES have since informed me that is not true, and that up to three jacks should have been installed free of charge.

4) Malfunctioning internet, same amount fo time as the phone. It is apparent that the modem providing phone and internet service has gone bad.

Please utilize the comtact information in my account to contact me. NOTE THE HOME PHONE IS NOT WORKING. YOUR COMPANY CONTINUALLY ATTEMPTS TO REACH ME ON THIS NUMBER TO NO AVAIL. PLEASE UTILIZE THE ALTERNATE CONTACT INFORMATION PRIOVIDED IN WHICH TO REACH ME.

Shea said...

Lost Comcast phone service when we had a really bad storm and didn't get it back for 3 days!! At first they said 10 days to have someone come and fix it, imagine! 10 days without a phone, yeah right. Spoke with a gentleman from Texas (I'm from NY) who I could barely understand. His Texan drawl was so thick you could cut it with a knife (no offense to you Texans) and I hardly understood him. He talked to me about baseball, the weather, anything to calm me down (not working). Finally after a half an hour of this he told me to call back because he was having trouble getting someone to fix my phone. Unbelievable! Comcast is going to be in real trouble when Verizon Fios TV or OptimumOnline becomes available in my neighborhood because everyone I talk to has had it with Comcast and can't wait to make a switch. There will be 1000's of people going elsewhere and I'll be first on line.

Anonymous said...

I made the mistake of trying to bundle service with Comcast. From May-15 to July 15 they totally messed up my phone service,and have yet to offer to resolve the problems. After being injured July 15 in an auto accident, my electrical engineer son, flew from San Diego, and while here totally rewired my house and bought me $400 worth of new phones(I was on a Panasonic system that they dismantled) When I told billing I was not going to pay for service not received, they retaliated by cutting off all my servicss. When the power goes out, the telephone goes out which was not the case with a land line phone. My advise, don't use Comcast Digital voice. Its the most expensive mistake you can make. Comcast needs to clean house from the top down. RM Palmer

Anonymous said...

comcast .... what a joke..

in my neighborhood all the cable and other lines are buried. this means when it rains i lose service just like a dish subscriber, well, that is a little rough on dish network. since i switched over i have only had 1 service interruption.

for 3 years i have been complaining to comcast about this issue....
3 years of poor reception, loss of internet services and phone service INCLUDING 911 ......

finally i switched over to dsl and dish. since then i am extremely satisfied with my new Working service .. it even works when it rains !!!!

3 years of comcast telling me there is no problem ... 3 years of sitting on hold whenever it rained to be told it would be 3-4 days before someone can com find the problem, only to be told there is no problem since is is sunny now.
3 years of the same argument ..... a credit on my account does not mean comcast fixed the problem..
3 years of calling the managers and supervisors begging for someone to fix the problem...

i have even called corporate headquarters in Philadelphia and sent them certified letters .. they responded by sending a supervisor out to intimidate me.. he did no work ,, just came out to "talk to me".
now , since leaving comcast... many of my neighbors have found a safe haven in my home whenever it rains since they all have no internet or phone. not to complain , i love my neighbors , but they should be able to use their own phones.. the ones they pay for.. the one supposed to be maintained by comcast.
now, 3+ years later .. they have finally started to look into the problem ..

yes COMCAST HAS ARRIVED !!! due to a neighbor of mine that had to use MY WORKING PHONE TO CALL 911 DUE TO A MEDICAL EMERGENCY !! she had to leave her husband laying unconscious on a bathroom floor while she used her walker to mosey across the street to call 911 for help..

now comcast has decided to "look into the problem" as i am told by a manager named mr koontz...

my question is why ?? was it my call to corporate to again inform them of the problems ? i called them the day this incident occurred and waited 3- 1/2 hours for the "supervisor" to arrive .. he never did show up...
now it is weeks later and after several more calls to corporate.. now .. comcast arrived just in time to block my neighbors driveway , not move the truck when i asked the driver to do so and forced an elderly woman to park on the street along with her family in town due to the original 911 issue.

whats up comcast ???

Katie said...

I have been a Comcast customer for a little over 3 years and have had more problems in the past three months with them than ever. It began when I moved a couple months ago and returned my old equipment with the technician who installed my new equipment. I later recieved a bill for $340 saying I did not return my equipment. The customer service folks through the 1-800 number were no help at all (they never are) so I finally e-mailed someone at the corporate level. After several weeks of searching, it turns out my equipment was still in the technician's van. Lesson learned: Get a reciept for returned equipment so you have proof. I wasn't told I needed one and the technician wasn't trained enough to know to give me one. I talked with two other friends of mine who also had this happen, but their equipment was never found. Comcast, can you please put a better system in place for honest consumers who return their equipment?

Second, and most recent, I signed up for their bundle package for cable, internet and home phone. The woman who sold me the package told me I could call the area codes in which I had service (248). Last month I had toll charges on my bill, so I called to ask why. They said they didn't know, because I only called a 248 number (which, according to the sales person, I could call). They said they'd credit me and it wouldn't happen again. So, this month, I have $24 in toll charges, which I guess they didn't really fix the problem. I was on the phone with Comcast people today and nothing was solved. I am truly disgusted with Comcast's practices and customer service. If this continues, I will not continue my service with them and will have to find another provider. It sounds like a lot of other people on this site feel the same way.

I think all we want is helpful customer service and for our bills to be correct every month. Many other companies are as big as Comcast (ie. Verizon) and I never have problems with them.

Thanks for reading!

Act. Number 09520 108451 05 5

rosearcher said...

Just signed on with Comcast to get 3 services bundled & I'm so sorry I got myself into this fine mess. I've had 2 technicians out this week to "solve" my phone debacle. The only phone (out of 4) that works is the one plugged into my modem. I was told today that I'd have to pitch all 4 of my phones and purchase something he called a "base" phone w/3 auxiliary phones that would need to be plugged into electrical outlets. Why can't I just plug my old already-paid-for phones into the old familiar existing wall jacks and get phone service? Is that too easy and inexpensive? I was also told that the reason the volume & mute buttons on my Comcast remote won't work is because my TV has a built-in DVD & VCR. What??? Also, my pink Comcast "work order" from last Saturday's installation says that my next Comcast bill will be nearly $300! Nobody from Comcast bothered to let me know about that budget buster! I'm an older person and resent being hassled by these buffoons!!!
8220 11 601 0839166

Anonymous said...

Comcast Digital Voice is a complete joke. I don't see any advantage it would actually have over other phone providers. If you lose your Comcast-provided Internet, you lose your phone dial. And, if you unplug your modem in attempt to save it from getting fried by severe lightning, you'll lose your phone dial.

It's Comcastic, all right. Comcastically useless!

DLeibowitz said...

I am so sick and tired. My modem was going off intermittently. So we lost phone and internet service. It took weeks to diagnose this as a problem. To avoid a service call, available only 3 days after the problem, I took the modem to the Comcast location - swapped it for another.

Supposedly, it is plug and play. Wrong!

Instead, the modem did nothing.

I called 1-800-COMCAST. After 20 minutes of waiting, I found someone who remotely recycled the modem, registered the modem and at least got me internet service. No phone however. Another 20 minutes got me to a "phone specialist" and after another 10 minutes or so, he could accomplish nothing other than to tell me that I could keep the 10 AM Sunday appointment previously made.

If this was the only time, fine, but this has happened over and over and over and over again with COMCAST.

They are a hateful company with cynically indifferent service.

Douglas said...

I have been having problems with Comcast Digital Voice since it was installed almost a year ago last September 2007. I had at least 10 technician visits. Comcast ended up giving me a 3 month credit for the first 3 months. I can't hear the problem on the calls but the people on the other end report that my voice goes in and out and they lose parts of my speech like bad cellular coverage.

I even called Comcast from my home number with bad service and the customer service agent was getting so frustrated becuase she couldn't hear me. And I said, "Yes, exactly, this is the problem".

I don't even use the phone now becasue of the problem. I am ready to give up on the digital phone service and switch to AT&T.

One technician claimed it was the "cheap" splitter that was on the line from the converter to my phone and modem. But comcast installed the splitter. That seemed to work for a few weeks but the problem is back again.

Acct # 8770340094020196

Abby said...

My Comcast phone and internet services have been going out intermittently at the same time for the past three weeks. I have called 1-800-COMCAST numerous times, and I often get different "reasons" for my outages: "there's an outage in your area," "it looks like everyone's offline in your area," "there's construction in your area and they're knocking our service offline," "I don't see any problems; we'll have to send someone out."

A technician has been to my house three times in the past week. The first time I was told everything should be working because nothing is wrong. The second time a supervisor accompanied the technician, and I was told that I had an electrical problem and needed to get an electrician to come check things out because he was getting shocked by the Comcast cords in my garage attic that, according to him, don't have power running through them. He said there was feedback coming from something or another and that the wires could potentially melt. Not Comcasts fault, of course.

In fear of an actual serious electrical problem, I had an electrician come out the next morning. He was here for almost two hours and found nothing wrong. Well, $150 later, we called the Comcast supervisor back who proceeded to tell me that if the licensed electrician didn't find anything wrong he "didn't do his job." He then agreed to come out again.

He then proceeded to check the voltage on the different lines and decided that the high voltage on one of the lines was coming from the wiring in my living room, which likely needed to be fixed. I then remembered that the problems with my phone and internet started around the time that I received a new Comcast DVR box. He said that there was no way the problem was coming from the box, however. Sure....

After all of this, I still have no answer as to why my Comcast phone and internet continue to drop service all day long. The only other thing he could tell me was, "well, we're doing work in your area." Comcast is quick to blame their service problems on anything and everything. They are absolutely no help when you call and complain about service outages, and when you make appointments for them to come out, they don't always feel the need to show up! Don't even get me started on the fact that my On Demand movies never work! Even after getting my box switched out.

Comcast Sucks.

Anonymous said...

I found this site. After being a customer for 15 years with Comcast
i'm at the point of canceling my service. I had over 10 visits by the Techs to fix the Internet Service. Problem is still not fixed!
I have Vonage and my phones are still going out. Called and arranged for Technical to come out. 2 times now they have not shown up or even called. I even gave them my cell phone number. NOTHING at all!!!. My time is valuable, I find waiting all day, with no response very rude and just shows the service that they provide. BEWARE TO ALL!!! Do not use them if at all possible.
A/C 8495 29 030 0006832

bmfc1 said...

Since Saturday, I have not been able to access my voicemail. Calls to the "help desk" have not resolved the problem, other than to say that it is being worked on. Meanwhile, I am not getting a service that I am paying for.

Icayrus said...
This comment has been removed by the author.
Anonymous said...

I am just exhausted with Comcast and am absolutely positive that there will be no remedy for the horrendous customer service that they provide. I had my service transferred due to a move. Of course, the soonest appointment was over three weeks away and so now today, they came. They came late and fumbled around for over 2 hours ( of which was lost time for me at work ). In the end, neither the phone nor the internet worked. A problem with the way the Comcast rep input my account was the explanation. The tech tells me that it will be fixed in 30 minutes. I even made him promise. Of course, 2 hours later and I can't make any phone calls and the voice mail callers receive is for some other woman.

Now - here is my real problem with Comcast. I call for help and get a really snarky representative named Chris. He tells me that they have to come out and fix the problem. I tried to explain that they were just there. He tells me that the next appointment is 10 days from now!!!!!!!! I get mad and tell him no way am I going wait that long. He tells me that I am going to wait that long and if I don't schedule the appt now, I will wait even longer. I ask for a supervisor. He tells me that if I want to wait on hold for a long time to get the same exact answer, then fine. I tell him that I will switch service before waiting another ten days. He says do you want me to switch you to the cancellation department? Can you posibbly make it any clearer that you don't value your customers?? I am disgusted and have no idea how to handle the matter any further. The options in my area are so limited that I feel pretty much stuck with this terrible company. Any suggestions? Account # 1206509712255

Anonymous said...

no one reads these any more try posting your problems on twitter

Anonymous said...

ACCT: 8777702030197193

Complaint: Failure to provide service for an extended period of time and failure to keep scheduled appointments.

This area was recently affected by a hurricane and understandably service was interrupted. For several weeks following this event, Comcast refused to commit to a timeline to restoration. Finally after 3 weeks of calling an appointment was made for service. That appointment resulted in a no-show. I had to call Comcast to receive this information as the courtesy of a cancellation communication was not extended. This same call another appointment was scheduled and I was told to expect call from the technician 30 minutes prior to arrival. No phone call, I get home to find a "missed service call" note on the door. Immediately comcast was called again and another service appointment made for the same day/same time. And another no show. Again, I had to call to find out that the appointment was cancelled as Comcast failed to extend the courtesy of a cancellation communication. Many phone calls later (the automated system and distinct unhelpfulness of the reps is cause for many more complaints), a service tech finally gets on the line and ascertains the modem needs to be replaced. By now I have invested 4 hours of my evening (3 waiting for a cancelled appointment and 1 hour on the phone). The options are 1) go to a service center and exchange the modem or 2) make an appointment, the next available is 10 days later. Really, after summarily cancelling 2 appointments the best comcast can do is schedule something 10 days out? It should be pointed out that in 10 days, I will be out of phone service for more than 30 days. Legally, I am entitled to cancel any contract with any company who cannot provide service for more than 30 days. Time to research ATT U-Verse.

Jennifer said...

I’ve been a Comcast customer for MANY years. I had the Triple Play Bundle, so I had Cable, internet and phone service. I recently moved so I called to cancel my Comcast service. I’m so tired of all of Comcast’s screw ups, so I decided to go with another cable provider instead of staying with Comcast. A few days before I was moving out of my old place, I called Comcast to specifically ask them what all needed to be returned to the office since I would no longer have access to where I used to live. The lady on the phone told me only the cable boxes and remotes. I told her that I had phone service, and there was nothing they needed for that? And she said nope, just the cable boxes. She works at Comcast, so I FIGURED she’d know what she was talking about.

So yesterday I went to my local office to turn in the cable boxes and remotes. The lady asked where the phone modem was. I told her about how I called Comcast and spoke to a rep and they told me I only need to bring in the cable boxes and remotes. She said that the phone modem is their equipment and I need to return it or I will be charged for it. I reiterated the fact that I specifically called them about what I needed to return and I was told ONLY the cable boxes and remotes! I am so tired of Comcast not taking responsibility for their Customer Service Reps! This isn’t the first time I’ve been told the wrong thing!!!!! I’m tired of it. This is reason #2398584375845 why I will not be a Comcast customer again!

I tried to avoid any and all problems by calling and double checking what needed to be returned. Please fix this situation, because I refuse to pay for Comcast’s mistake!!!

Signed,
Angry in PA
Jennifer R

Jennifer said...

I'm Jennifer R that posted about the phone modem issue, and I forgot to leave my acct #.

It's 09531 188200-04-9

Stop.Comcast.Franchise@gmail.com said...

Here's the answer:
I won't bore you with my tale of woe, this blog has heard it all before. Hours wasted on hold, belligerent and snarky call center employees, supervisors who never call back, money pretty much stolen, blah blah blah. It's familiar and tired by now.

I'm so angry I'm prepared to actually go after Comcast on something they might care about -- their County Cable Franchise.

If you live in King County WA, drop me an email at "Stop.Comcast.Franchise@gmail.com". I'd love to show up at the next Cable Franchise renewal hearing with a few thousand other angry customers.

Actually, drop me a line even if you don't live in King County. If enough people from the same county email me, I'll throw up a webpage with County Office contacts and meeting times.

Let's stop complaining on the web where no one cares, and start speaking where it matters -- when Comcast is giving their renewal sales pitch to the county. How many of us would love to see a news story that began "Thousands showed up at the county renewal meeting today to complain; County is choosing alternate cable providers..."

By the way, if you live in King County, here's the contact information for the Office of Cable Communications, the people in charge of Comcast's franchise:

Office of Cable Communications
700 Fifth Avenue, Suite 2300
Seattle, WA 98104
Telephone: 206-296-3880
Fax: 206-205-9988

email Chris Jaramillo, Cable Compliance Officer, at Chris.Jaramillo@metrokc.gov

Smartfixerman said...

Could someone please help me with a problem I am having with Sprint. Is there any place I can go or call. Does anyone have the address for the Corporate office? I have been getting crap from their supposed customer service department since mid Sept. I either get hung up on, lost while they are trying to transfer me, or get someone from India, that all he knows how to say is: I am so very sorry for the trouble you would be having. Most of the time I am saying huh?? What did you say ??? What??? can you say that again slower for the fourth time?? It is ridiculous. Then on top of it, they don't solve the problem. I asked the last guy for the Corporate office of Sprints address, but he wouldn't give it to me. Does anyone know how to get in touch with someone from Corporate? Or at least an American I can understand on the phoine? It would be a great help. I can see why so many people are leaving Sprint. Now I wish I would have. ALL CUSTOMER SERVICE STARTS AND STOPS IN INDIA.

Yoursup said...

I am a supervisor for comcast in the call centers. I just have to say all your complaining isent going to help anything. And understand this when you call and yell and use fowl language i will disconnect the call because we are both adults and I can hear you just fine with out you yelling. I will not tollerate people threatening me or using language to insult me. Some advise i can give to customers if your having issues with your phone whatever the issue may be make sure all connections are connected and press the reset button on the back of the modem. you will need a needle bobbie pin nail or something of that sort to press the reset button. Let the modem power down and power back up and see if that works. Some other advise when you call comcast the person that answers thank you for calling comcast how may i help you is going to do anything they can to help you. We may not be able to get a tech out there in 10 minutes but we can get one there as soon as one is available. We are all here to help you dont think that if there was something more we could do that we wouldnt do it. If a tech didnt show up realize issues can accure example car accidents, jobs running late, techs getting hurt on the job, techs equipment gets stolen in the truck, and many more accidents that can happen on day to day basis. So if your tech is late just think there is a reason for it. If the tech didnt show up there is a reason for it. And when you ask to speak to a supervisor I have the same systems as the regular agents do and can do the same things they can do. I just have my job because when you ask to speak to A SUPERVISOR it makes you feel better. Not really that I do anything more than they do. I have defferent details in my day but no more capabilities than the agents do. Also if your calling from your cell phone and your caller id is showing something other than your name... And your calling from your cell phone its your cell phone company not your home phone providor. How can comcast a home phone providor manage the way your CELL PHONE comes up on a caller id. I have pulled up accounts and looked at issues people have posted on here and they are resolved or have been submitted to an ARRT at risk resolution team that is following the account and making sure the account is getting attention in fixing the issues. if you hate comcast so bad why are you with us....??? I dont know you tell me.. Happy Holidays

Anonymous said...

My phone goes down sometimes for no reason whatsoever. I will at least thank the previous poster for showing where the reset button is on my modem. That was news to me as I always had to unplug the modem and pull out the battery to reset it.

What gets my goat is one would think there would be at least a message on the 1-800-COMCAST number saying they are aware of the problem and are working on it.

As to switching, believe me I will when my current low price period runs out. I will switch to whomever is charging the lowest price. I have absolutly no loyalty to Comcast or any of the other monopolisitic entities that think they are doing us some sort of favor by low balling the price for a year then jacking it up 30 to 40 percent after that. I can play this game too.

The best thing Comcast or any of these other companies can do is charge you a price and then stick to it without these games. Maybe then customers would develop some sort of loyalty and start treating the CSRs with respect.

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

Donna said...

I've been having major problems with Comcast since I first got service in July. The previous issues were fixed by Larry, a supervisor. However, after having lost service for a month due to previous problems (installation charges that were not waived as I was told they would be), I still cannot access voice mail through the Digital Voice center. I've been on the phone, on chat with a Comcast tech many times. I've been told to wait 24 hours and try again, I once was told it takes 10 days (nothing on the site states this), and today I was asked for my email address and password! It's been 2 weeks since service was restored and I STILL cannot get my voicemail through the Digital Voice Center, and once again (after I refused to give my email address and password) was told it would be 24 hours.

I have filed a complaint with the FCC, the BBB, and any website I can get a hit on to send a complaint. The service I've received is pure crap, I get techs who know nothing, who can do nothing, and have no idea who can do anything.

My account number is 8798100030395773. I have told Comcast that I will not pay the bill until I have the services that I am paying for.

Jeff Chefetz said...

Hi,

I guess I'll join the parade of MISERABLE Comcast customers, in hopes (LOL) that someone from Comcast will read this and respond. For at least part of each of the last 12 days, my phone service and internet service has been down. There have been at least TWENTY service calls to my home in the last year! What a bunch of morons must run this corporation.

For a laugh I'll convey my experience with Comcast not being aware of Apple's existence, and how the two products inter-relate. The first service tech said I should throw out my new $2500 Mac. It was "faulty". This followed by 6 more genius tech guys, one of whom lewft a 6" X 6' open hole in my wall to install a tiny jack.

Finally, I was blessed (NO THANKS TO COMCAST)! A tech named Jason came over and linked my MAC perfectly with Comcast in approximately SEVEN minutes. With no encouragement, support, or awareness by Comcast: He personally bought a MAC computer and figured out how easily it could link up with Comcast. He should have gotten a bonus and promotion. He should have been made a manager and conducted training sessions for the other techs! Was he??? You can guess the answer!

Jeff Chefetz

505-869-9177
PS- Moments ago, I attempted to reschedule an appointment that I had for this afternoon for a repairman to come by. i was on hold for FIFTEEN minutes before the call disconnected!!!! Par for the course, huh!

MeLyn23 said...

I bundled my phone, internet and cable in Nov.08. Here it is Jan 13, 2009 and I have had a tech. to my house 4 times to fix my phone problems which consist of echoing, dropped calls, calls not ringing in, and static. The last time the tech. was here he told me that if I had anymore problems to tell Comcast when I called that HE said its on the pole. Everything in my house passed all his tests. So I called AGAIN and they said they would sent out another tech. today. In the meantime, I received my bill today. There is a $25
charge for a trouble call on there. I NEVER had any problems with my phone until I switched to Comcast. I was furious..so I called today and after 22 mins. of trying to talk to a supervisor I was told for an extra fee I could get the maintainance plan so I wouldn't have these charges...OH NO..I am not paying this company anymore money. If anything I should get a credit for all the time I have been having phone problems. I am stuck with them for 10 more months..unless I can find a way out. Also in my bill today was the new RATE INCREASE...like they really need that. When I got the bundle I was told that I was locked in to that amount for the 12
months. My bill had better not go up. We have no other cable co. if I go satellite I can't get local channels. So I'm stuck. I am writing on and to everything and everybody about this lousy Company. My acct. # 8993212420021639
P.S. When the tech. showed up today I told him to leave that I wasn't paying another trouble call fee. He was just alittle shocked.

I'll fight this all the way..whether is does any good or not is left to be seen.

Anonymous said...

Is it just me or is the "new" site customercircus.net just a landing page w/a bunch of search stuff?

Did Bob sell out?

Anonymous said...

Hey Anonymous

Verizon and U-verse are not available everywhere

Anonymous said...

Customer Circus is just a spam page for crap.

And Comcast continues to be crap.

Are the two now in bed?

Anonymous said...

gArriving home from work 3/5/09, we discovered our phone service from Comcast was dead. When it came back on, our phone had changed to our old AT&T phone number from back in 9/08. We have called Comcast at least once a day since 3/5, today is 3/11, and nobody can fix the problem. We are repeatedly told it will take 24-48 hours and yet nothing happens. We have talked to 8 different reps, Nancy, George, Marilyn, Ashley, Lohaus, just to name a few. George was a complete idiot and failed to take notes on our account. We had a major issues getting our cable as well. This is last straw. We are cancelling Comcast today. COMCAST SUCKS.

ABain said...

I was scheduled to have my telephone, TV and internet service transferred on SATURDAY, March 14. This morning a Comcast representative came over to disconnect my service. I explained that I work from home, could not be without service, and there was an error with the disconnection date. He said he would call from his car to check on it. He then proceeded to get in his car and drove away. I was on the phone with one operator after the next for about 1.5 hours and someone finally told me I should expect a call from a field supervisor to get my service back up. I also called the complaint hotline and was told the person from my region would return my call. I have yet to hear from anyone and am extremely frustrated by the lack of common courtesy or professionalism. I am very disappointed and wondering why I should keep my service with Comcast. I am working from a firiend's home and have no idea when my service will ever be back up. I am hoping someone will call me as soon as possible to help resolve my issue.I was scheduled to have my telephone, TV and internet service transferred on Saturday, March 14. This morning a Comcast representative came over to disconnect my service. I explained that I work from home, could not be without service, and there was an error with the disconnection date. He said he would call from his car to check on it. He then proceeded to get in his car and drove away. I was on the phone with one operator after the next for about 1.5 hours and someone finally told me I should expect a call from a field supervisor to get my service back up. I also called the complaint hotline and was told the person from my region would return my call. I have yet to hear from anyone and am extremely frustrated by the lack of common courtesy or professionalism. I am very disappointed and wondering why I should keep my service with Comcast. I am working from a firiend's home and have no idea when my service will ever be back up. I am hoping someone will call me as soon as possible to help resolve my issue.

ACCT#8777 70 122 1671099

PCHS-NJROTC said...

Florida residents: If Comcast is giving you drama, go to http://www.800helpfla.com, click "File a complaint" on the left, then click "File a complaint online" in the center of your screen. All others: Go to http://complaint.bbb.org and fill out the form. If Comcast doesn't respond to these, then go to https://www.ftccomplaintassistant.gov/ to complain; the more people that complain to the FTC, the more likely they are to take action.

Bill said...

We had internet through comcast for a while then were told if we didn't go to net and cable together our prices would go up alot. So we got cable and it went up a little. Now we bundled the phone as well and not even a month into it and we lost phone service. We called and were told a tech would be about between certain hours with a phone call one half hour or so prior. He called (cell) while he sat in front of my house 2 hours early while we were still at work. He said he's be back later and never showed. Comcast said they would send another the next day- same situation. Called again and Comcast said they don't schedule set times and can only call the home number! Hello McFly!?! Our flippin phone doesn't work!
It is now Wednesday night and the phone has been dead since Sunday. Anohter call a moment ago and Comcast says they see that no appointments were ever made!! Can they even communicate with each other???
Just filled out a form for the BBB and will begin looking for other similar sites.
Bill Hay
Stoughton, MA

Anonymous said...

Ooh ooh I want to comment too. I think that besides for the phone issues which we thankfully dont have. Every city has its own set of problems. We had comcast for tv and internet in one city which was totally perfect. THen we bought a condo and thats when the problem hit. We hardly ever had a good working day of tv. So we cancelled that and went to dish network. We had ok internet, but would get occasional interuptions. My hubby was going to school at the time and also worked from home. Well in a hurry the internet interruption quickly became horrible. For the past year we have had our internet stopped every week at least ten times in a week!! Both my husband and I were on the edge to switch to dsl worried that out connection would not be as fast. Well last week our internet went totally out for a long time and they finally sent a tech out. THe tech said our modem had died after five years and replaced it. We thought that our internet problems were over. WRONG!! We still have the same interruptions as we ever did and same issues as someone posted eariler. "Service is out in your area, Construction crew, We dont know. . . You name it" So today I called ATT and we are getting DSL fri. Now watch me complain about how hard it is going to be to get my COMCAST service cancelled. Thanks for reading!

Anonymous said...

Former Employee about to break this all open for you...

1) Here is the "PLAYBOOK" describing the customer service philosophy...

dream big:
Transforming
the Comcast
Customer
Experience
Playbook – February 2009 Executive Summary
Executive Summary
For more than 45 years, Comcast has delivered innovative products that have
transformed the way people communicate, are informed and entertained.
Comcast has been in our customers’ homes as they watched the first man land on
the moon. We were there when they received a photo of their newest family member
through email, and when they voted for the next American Idol. Today, more than 24
million customers rely on us for these products and services every day. They have high
expectations of us, and we need to have higher expectations of ourselves.
The extraordinary success that we’ve enjoyed over the past 45 years has also brought
challenges...increased competition…a 24/7 culture that demands what it wants, when it
wants it…and technological cycles that get shorter by the day.
Our dreams, entrepreneurial spirit and dedication to develop innovative products and
services have served us well. Now we must work even harder to meet the challenges
of today. We have another opportunity to transform our company and our industry. That
transformation centers on delivering a superior customer experience.
This playbook will provide you with the necessary tools and support to help us in the
transformation of our customer experience.
The Comcast customer experience, our guide to excellence, is defined as:
We want our customers to be amazed by the choice Comcast offers, excited by
the innovation Comcast provides and pleased with the service and reliability of
every interaction with Comcast.
Successfully implementing each of the Customer experience improvements, starting
with an evolved Credo and new Customer Guarantee, requires massive operational
transformation and investment. To reach our goal, the entire organization has to
align—employees, products, service, technology, operations, finance, programming
and communications. The improvements will demonstrate to our customers and other
important audiences, that we will do everything to give them a superior experience.
We want them to see, hear and feel a difference in Comcast.
Contents
Section 1
Dream big: Transforming the
Comcast Customer Experience
Both employees and consumers are urging us
to make the customer experience a priority. That
means in every interaction, we want our customers
to be amazed by the choice Comcast offers, excited
by the innovation Comcast provides and pleased
with the service and reliability of every Comcast
employee. The customer experience is our guide to
excellence. Dream big expresses our companywide
commitment to delivering the most innovative and
reliable products and services to our customers in
order to provide them with a superior experience.
The section includes:
a. Defining the Customer Experience
b. Why Are We Transforming the
Customer Experience?
c. What Is dream big?
d. How Will We Talk About Transforming
the Customer Experience?
e. Facts About Our Company Today
Section 2
Evolving the Comcast Credo
We’ve evolved our Credo to put our products and
customer at the center of what we do. This section
includes:
a. Comcast Credo
b. The Credo Promise and Touchstones
Section 3
Operations: The Comcast
Customer Guarantee
A critical part of our current and future success is
having customers who are happy they’ve chosen
Comcast. Part of making our customers feel
valued is our ability to deliver a superior customer
experience every day. Operations must lead the
charge and be prepared to successfully implement
the changes taking place. This section includes:
a. The Comcast Customer Guarantee
b. The Comcast Customer Guarantee Q&A
c. Customer Service Overview: Systems,
Tools and Processes to Deliver a
Superior Experience
i. Product Superiority
ii. Network Reliability
Section 4
Employee Experience
We’ve built a unique culture and an exciting
company over the past 45 years—all powered by
our people. This section outlines the tools, training,
opportunities and communications messages that
are available to every person in the company as we
move towards our next great accomplishment. This
section includes:
a. Internal Communications
i. Dream big rollout
ii. Comcast Live
iii. Employee dream big Items
b. Aligning Human Resources
c. Powering the Dream
Contents
Section 5
Products
Constant innovation, in our products and in our
thinking, has been part of our DNA since we first
began. It will continue to drive us into the future.
Developing “can’t-live-without-it” products is what
our customers love about us. And that is why one of
our key transformative business strategies is product
superiority. This section includes information on:
a. Video Product Innovation
b. High-Speed Internet Product Innovation
c. Voice Service Innovation
d. Comcast Triple Play
e. Comcast Business Class
f. Comcast Interactive Media (CIM)
g. Comcast Programming Group
Section 6
Marketing
Repositioning our brand is a key part of transforming
the customer experience and building
a preference for Comcast in the marketplace.
As a result of this transformation we will launch
a new advertising campaign, a new tagline and
updated brand guidelines. This section includes
dream big information on:
a. Brand Platform
b. Brand Guidelines
c. Advertising overview
d. FAQs
e. Checklist
Section 7
External Communications
Our strategy for communicating with external
audiences about the changes at Comcast is to first
“walk the walk.” We need to build a high degree of
credibility by demonstrating to our customers how
we are transforming their experience every day.
This section includes information on:
a. Current external communications
b. Government affairs
c. The positive results that our investment
in our communities is having in Comcast
towns across the country
d. Our digital strategy including the
2009 launch of Comcast Voices, our
corporate blog
Introduction
Section 1
Introduction
Defining the Customer Experience
We want our customers to be amazed by the choice
Comcast offers, excited by the innovation Comcast
provides and pleased with the service and reliability
of every interaction with Comcast.
Introduction
Why Are We Transforming the Customer Experience?
We have been listening to two of our most important audiences–our customers and our employees. What
both groups have told us is that we need to build on our established heritage as an innovator and show
customers, in many tangible ways, that we value and respect them.
Customers continuously tell us that they love our products, but they don’t love the inconsistency with
which our products and services are sometimes delivered. This includes everything from customer
service, to our communication of service changes and the performance and reliability of our products.
Employees tell us that while they want to deliver an outstanding experience everytime, our systems, our
tracking and our business processes don’t always make that possible.
What We Hear from Employees
In our most recent CredoSpeak, our employee survey, more than 74,000 employees (79 percent) shared
their voices. Ninety-four percent of employees say they are willing to give extra effort to help Comcast (or
their division) meet its goals—22 points higher than the U.S. norm (survey of random employees from a
variety of U.S. companies in multiple industries). We have wonderful, dedicated employees who are proud
to be Comcast employees. Most employees (74 percent) think Comcast is a “great place to work” and
more than three-quarters of employees (79 percent) are “proud to work at Comcast.” Employees want to
help us succeed and will go above and beyond to help us do so.
However, given increased competition, a tough economy and changes in our business, employee responses
reflected a desire to change the customer experience and transform our company to enable them to deliver
a better customer experience. Only 58 percent of employees believe that an attitude of service is common
throughout Comcast (or their division). And only 55 percent of employees said that our “processes” for
delivering a good customer experience are as simple as possible.
The survey results indicate an engaged workforce that is ripe for change and is willing to help create a
culture that is focused on improving our customers’ experiences. Employees are asking to be involved in
that change and in the decisions that impact their jobs.
What We Hear from Customers
Our customers have told us how much they love the products and services we bring them every day.
When they work, our customers couldn’t be happier. Sometimes our products and services don’t work,
and that is just one of the most visible and immediate times when we need to do whatever it takes to
provide a superior customer experience to fix the problem.
As you know, customer service has been one of our most public issues in the last 24 months. It has
negatively impacted the relationship with our customers and our own employee morale. Naturally,
it is a key component of our efforts around the customer experience, but it is far from the only effort
we are undertaking.
Introduction
Customers have told us:
• They think communication is the key to a great customer experience.*
• They love our products, but are frustrated when they don’t work and they have to contact us.**
• They want us to show up when we say we’re going to and provide more accurate technician
arrival times.*
• They want us to get the job done right the first time.*
Many of the actions we are taking are designed to provide customers with a better experience. We want
all of our key audiences to know that our customers are at the center of what we do.
Potential customers also anecdotally hear about service incidents and negative stories and it resonates
and stays with them. Survey results indicate that potential customers do not yet feel the impact of the
many improvements we are making.
In summary, it has become clear that employees and consumers are urging us to make the customer
experience a priority. Ultimately, we need to prove to our customers, non-customers, employees and
the public that we respect and value them and are listening to what they say. This is shown through real
operational and transformational changes. We need to earn customers’ trust and provide them with the
best customer experience every day.
* Penn, Schoen & Berland Associates (PSB) Customer Guarantee primary research – April 2008
** Comcast’s Think Customer First Satisfaction Tracking Study
Introduction
What is dream big?
Everything we do going forward must reflect a customer-centric approach. We are preparing to introduce
a new way of talking about this transformation, internally and externally, so when customers, employees,
influencers and shareholders hear it they know that we mean business and they can trust and rely on
us. This company commitment will draw on our innovative heritage and speak to the incredible can-do
culture of Comcast. It celebrates Ralph Roberts’ original vision for Comcast and demonstrates our
intention to dramatically enhance the customer experience:
Dream big expresses our companywide commitment to delivering the most innovative and reliable
products and services to our customers in order to provide them with a superior experience. It is the
spirit that helped Comcast grow from one small system in Tupelo, Mississippi 45 years ago to where we
are today.
Innovation is in our DNA. We have always pioneered new technologies, re-imagined entire industries and
ultimately transformed customers’ experiences by giving them the most cutting-edge enhancements on
their televisions, Internet and phones. Whether it was launching On Demand, delivering the fastest Internet
speeds with 50 megabits per second of high-speed service, or creating Comcast Digital Voice, we’ve
always combined innovation and know-how to dream big.
That’s what has made us a success. And, it’s what will make our future exciting for everyone—employees,
customers and the communities we serve.
It’s important that we are clear with all of our audiences when we talk about dream big. Please refer
to the Marketing section, External Communications section and Internal Communications section, for
more details.
If you have any specific questions about dream big, you can contact:
Marketing
External Communications
Internal Communications
HR
Operations
Introduction
How We Will Talk About the Customer Experience?
These talking points outline the story of our ongoing transformation. They will help you have
conversations with your employees and external audiences to set this change in context and
outline the important activities going forward.
WHAT BROUGHT COMCAST TO THIS POINT
• In 1963, Comcast began as an investment by Ralph Roberts in one cable system in Tupelo,
Mississippi. It was an investment in the future, a dream of something more.
• Today, our company provides entertainment, high-speed Internet and voice services that have
literally transformed the way people watch television…the way people find information…and
the way people communicate with each other.
• Comcast has a long-standing history of blazing new trails and staying way ahead of the curve.
We will continue to stretch the limits of innovation with initiatives like Project Infinity that will give
consumers exponentially more video choices; DOCSIS 3.0, which delivers some of the fastest
broadband Internet speeds, superior HD; On Demand video, smarter phone service; and the
benefits of product convergence.
• That constant innovation, in our products and in our thinking, has been part of our DNA since we
first began and is what will continue to drive us into the future.
• The extraordinary success we’ve been privileged to experience has also brought with it challenges
…increased competition…a 24/7 culture of customers that demands what it wants when it wants
it…technological cycles that get shorter by the day. And, while our customers love our products,
they have not always loved us – our company, our customer service or our industry.
• We have more than 24 million customers relying on us every minute of every day. They have high
expectations of us. We have to have higher expectations of ourselves.
• Throughout 2008, we’ve communicated to employees about the transformative strategies of
product superiority, customer focus and financial balance that we are undertaking to ensure that
the company continues to grow and thrive in the coming years. We’re a financially disciplined
company, and always want to be. And developing “can’t-live-without-it” products is what our
customers love about us. As we move ahead in 2009, we will work to achieve the following
operating goals:
— Adjust to tough economic climate
— Exceed financial and unit targets
— Improve customer service and reliability
— Invest in digital conversion and wideband
— Improve retention and credit/collections
— Achieve Business Services plan
— Maximize ad sales opportunities
— Manage through digital transition
— Communicate and adopt new ideas
CUSTOMER EXPERIENCE
• But, a critical part of our success in 2009 and beyond is our ability to transform the customer
experience. We want our customers to be happy they’ve chosen Comcast and we need to deliver a
superior customer experience every day.
• At Comcast, we define the customer experience as: “With every interaction, we want our customers
to be amazed by the choice Comcast offers, excited by the innovation Comcast provides, and
pleased with the service and reliability of every interaction with Comcast.”
• To deliver on those expectations, we have to create our own standard–a standard that becomes the
highest quality benchmark for everything we do. That standard is our Credo. If we want to provide
the best customer experience, that has to be reflected in our Credo.
• We have evolved our Credo to put the customer and innovative products at the center of what we
do: “We will deliver a superior experience to our customers every day. Our products will be the best
and we will offer the most customer-friendly and reliable service in the market.”
• This Credo reflects what employees have been sharing with us in CredoSpeak, in our team
meetings and in our daily interactions. We want to be the best. We want to show the pride we have
in working for Comcast. We want to get it right.
• There is no magic wand to make this happen. To achieve this superior customer experience the
entire organization has to align—employees, products, service, technology, operations, finance,
programming and communications. And, we all have to work toward the same goal—to deliver a
better customer experience.
DREAM BIG
• To ensure that we are all focused on the same vision for this experience, we have created a name
for this effort to illustrate what we are trying to achieve. That name is dream big.
• Dream big expresses our companywide commitment to delivering the most innovative and reliable
products and services to our customers in order to provide them with a superior experience. It is
the spirit that helped Comcast grow from one small system in Tupelo, Mississippi 45 years ago to
where we are today.
COMCAST TRANSFORMATION
• The Credo is just the beginning. We have to back it up. We have to power our dreams. We are
“walking the walk” with the introduction of the Comcast Customer Guarantee. The Customer
Guarantee lets customers know what they can and should expect from Comcast. It outlines our
promise and the customers’ rights if we don’t live up to their expectations. The Customer Guarantee
is our unprecedented public commitment to our customers. The Customer Guarantee offers:
Introduction
— To give a 30-day, money-back guarantee on all of our services;
— To be respectful and courteous of customers and their homes;
— To answer customers’ questions at their convenience 24 hours a day, seven days a week;
— To offer easy-to-understand packages and provide a clear bill to each customer;
— To continually offer the best and most video choices;
— To quickly address any problems that the customer experiences; and
— To schedule appointments at our customers’ convenience and be mindful of their time.
• The execution of our Credo, the Customer Guarantee and all of our customer experience
improvements require massive operational transformation and investment. These important
operational improvements will demonstrate a change to our customers and other important
audiences so that they see, hear and feel a difference in Comcast for themselves. To succeed
we need a personal commitment from all of us.
• Part of that commitment is to acknowledge and respect the role that each of us plays in our
success. Showing respect to our customers and each other is critical to improving the Comcast
customer experience. All 100,000 employees must contribute to this transformation.
• We’ve built a unique culture and an exciting company over the past 45 years—all powered by our
people. By working together, we will live our Credo, deliver a superior experience to our customers
every day, and make our dreams and the dreams of our customers a reality.
• Now, it’s up to us, all of us, to power that dream. With every interaction, we want our customers to
be amazed by the choice Comcast offers, excited by the innovation Comcast provides and pleased
with the service and reliability of every Comcast employee.
Introduction
Introduction
Fast Facts about Our Company Today
We’ve come a long way in 45 years. From one system, we’ve grown into an American
success story. So, what is Comcast today? Here’s a quick look:
Comcast Corporation is the nation’s leading provider of entertainment, information
and communication products and services. With 24.2 million cable customers, 14.9
million high-speed Internet customers and 6.5 million Comcast Digital Voice customers,
Comcast is principally involved in the development, management and operation of
broadband cable systems and in the delivery of programming content.
Comcast provides a wide variety of products and services:
• Video: Comcast is the nation’s largest video provider offering interactive services packed with the
most high definition, video on demand and best content.
• High-Speed Internet: The nation’s largest residential broadband Internet service provider, Comcast
offers cross-platform features with the best speeds, reliability and online content.
• Comcast Digital Voice: Comcast’s IP-enabled digital voice service is the first digital home phone
service to deliver a seamless and converged communications experience across Comcast’s
services and customers’ devices.
• Comcast Business Class: Backed by industry-leading, 24/7 business-class support, Comcast
provides advanced communication solutions to small and mid-sized organizations to help them
meet their business objectives.
Comcast content networks, Comcast Interactive Media, and Comcast investments:
• Comcast Programming Group: E! Entertainment Television, Style Network, Golf Channel, VERSUS,
G4, PBS KIDS Sprout, TV One, FEARnet and ten Comcast SportsNet branded regional networks.
• Comcast Interactive Media (CIM): CIM is dedicated to developing and operating online and
cross-platform entertainment and media businesses, including Comcast.net, Fancast.com,
DailyCandy, Fandango, Plaxo, and thePlatform.
• Comcast-Spectacor: Major holdings include the Philadelphia Flyers (NHL), the Philadelphia 76ers
(NBA), the two arenas in which their teams play, the Wachovia Center and Wachovia Spectrum, four
Flyers Skate Zone community ice skating and hockey rinks and Comcast SportsNet Philadelphia.
In addition, the unit is the principal owner of Global Spectrum, with more than 75 facilities
throughout the United States and Canada; Ovations Food Services; New Era Tickets and Front
Row Marketing Services.
Dream big: Transforming the Customer
Experience Checklist:
The following provides suggestions on how to best utilize the information in
this Playbook.
 Read through this Playbook for more specifics on how to rollout and support our
company-wide transformation.
 Determine the most effective and collaborative way to cascade dream big and customer
experience messages and behaviors through your office, team or region.
 Ensure all your employees know the context for change. Make sure they view the dream big
“ComcastLive” employee broadcast, and ask questions if they have any.
 Use these talking points to guide your conversations with employees and with external audiences.
 Determine what you can do today to increase the impact that you and your team has in delivering
a superior customer experience.
Introduction
Evolving the
Comcast
Credo
Section 2
Evolving the Comcast Credo
Our Credo
We reviewed the old Credo and realized it was focused on our products, and not as much on our
customer’s experience or service. We have evolved the Credo to put both our products and the customer
at the center of what we do. This new Credo emphasizes our organizational mission to deliver a superior
customer experience.
This Credo also reflects what employees have been sharing with us in CredoSpeak, in team meetings and
daily interactions. We want to be the best. We want to show the pride we have in working for Comcast. We
want to get it right.
Here is our evolved Credo:
We will deliver a superior
experience to our customers
every day. Our products will be
the best and we will offer the
most customer-friendly and
reliable service in the market.
Evolving the Comcast Credo
In addition to the Credo, our Promise and Touchstones explain how we will make the Credo come to life
every day.
Credo
Comcast will deliver a superior experience to our customers every day.
Our products will be the best and we will offer the most customer friendly
and reliable service in the market.
Our Promise
When Comcast was founded, Ralph J. Roberts’ dream was to bring more choice in content and a
better quality television picture to our customers. Today, in an age of constantly changing technology,
we are still committed to big dreams — and to making those dreams a reality for our customers, our
employees, and the communities we serve.
Our promise is made real through:
The Customer’s Experience
We want our customers to be amazed with the choice Comcast offers, excited by the innovation
Comcast provides and satisfied with the service and reliability of every interaction with Comcast.
The Reliability of Our Products
High quality products and services are what our customers expect and what we will deliver.
Superior Products That Offer More Choice and Value
Innovation is a constant at Comcast. We will continue to find new ways to give our customers more
than ever before.
Comcast Touchstones
Our touchstones are our values. They define us as a company. They help us achieve consistent
financial results. They lay the foundation for our future success. They are:
Ethics
We will always act with the highest standards of honesty, fairness, and integrity.
Respect
We will show respect for our customers and for each other.
Quality
We will offer the finest and most reliable products available.
Flexibility
We will always be open to new thinking and approaches, as this helps us adapt to an ever-changing
marketplace.
Diversity
We will respect and reflect the customers, communities, and cultures we serve.
Employee Focus
We will invest in our people because our company can only be as strong as the people who work here.
Enthusiasm
We will work with an unbridled passion for our customers and dream big for our business.
Operations
Section 3
Operations
Introduction
A critical part of our current and future success is having customers who are happy they’ve chosen
Comcast. Our ability to deliver a positive customer experience every day plays a big part in making our
customers feel valued.
To achieve our goal, every aspect of our organization has to align. Operations must lead the charge and
be prepared to successfully implement the exciting changes that are taking place.
This section of the Playbook focuses on the key operations components of the customer experience.
In this section, we:
• Unveil the new Customer Guarantee and breakdown the seven elements in it
• Detail some of the new tools we are deploying, like Grand Slam, to help us provide a superior
customer experience
• Discuss how we are focusing on network reliability to improve our customers’ experiences
• Provide a checklist for making sure the operations components are executed correctly
These operational elements are the foundation for demonstrating a change to our customers. They will
see, hear and feel a difference in Comcast for themselves. To do this, it takes a personal commitment
from all 100,000 employees to contribute to this transformation.
The Comcast Customer Guarantee
Our new Customer Guarantee lets our customers know what they can and should expect from us. It
outlines our promises to customers if we don’t live up to their expectations. The Customer Guarantee is
our unprecedented public commitment to our customers.
The Comcast Customer Guarantee
We are committed to providing you with a consistently superior customer
experience. If for any reason something goes wrong, we will work to resolve
the issue as quickly and professionally as we can.
We make the following guarantees:
1. We will give you a 30-day, money-back guarantee on all our services.
If you’re not satisfied and wish to cancel service for any reason, you can do so in the first 30 days and
get your money back. Simply return all equipment in good working order, and we’ll refund the monthly
recurring fee for your first 30 days of service and any charges you paid for standard installation.
2. We will treat you and your home with courtesy and respect.
Our technicians will clearly display their Comcast identification when they arrive at your home. They will
be trained and equipped to complete the job on the first visit. Our Customer Account Executives will be
courteous and knowledgeable when you contact us.
3. We will answer your questions at your convenience.
You can contact us 24 hours a day, 7 days a week regarding any service-related issue by calling
1-800-COMCAST or in any of the following ways:
• Online via Ask Comcast
• Live Chat online with a Comcast technician
• Online Community Forum
• Send us an e-mail and receive a response within 24 hours
4. We will offer easy-to-understand packages and provide you with a clear bill.
Our packages are designed to be straightforward. A call or visit to our website makes it easy to find a
package that’s right for you. We aim for the same clarity with our bills. You may view your monthly statement
and service details anytime by visiting www.comcast.com.
5. We will continually offer the best and most video choices.
We’re working hard to bring more choices to our customers instantaneously by using the full power of
our advanced network and decades of television experience. We will use On Demand to bring customers
dramatically more content choices, including more movies, more sports, more kids’ programs, more network
TV shows and more HD than anyone else.
6. We will quickly address any problem you may experience.
After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine
issue, we will extend a complimentary service to your account. Additionally, we won’t charge you for a
service visit that results from a Comcast equipment or network problem.
7. We will schedule appointments at your convenience and be mindful of your time.
As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit
during the appointment window, we will credit $20 to your account.
Operations
The Comcast Customer Guarantee (CCG) is our promise that we will hold our products, services and
employees to the highest standards. There are seven elements in the Customer Guarantee that will help
us focus on giving our customers the superior experiences they deserve and we want to deliver.
We piloted the Customer Guarantee in four markets (Charleston, the Twin Cities, Vermont and Central PA)
during the later parts of 2008 and the early indications of success in those trials are a sign of great things
to come.
For example, all pilot markets have seen a reduction in missed/late appointments since launching CCG:
• Charleston – 48% decrease (from 16.58% in week one to 8.65% in week 21)
• Twin Cities – averaging 8.62% (28% decrease since pre-launch)
• Vermont – average is 3.59% (a 20% decrease since pre-launch)
• Central PA – has seen a 9% decrease in the first five weeks of launch with an average of 7.91%
Repeat rate:
• Charleston has seen a 7% reduction in their repeat rate and are averaging 9.28% since the launch
of CCG
30-day Guarantee:
• Utilization is low among all pilot markets
In each trial, the market leader spearheaded the rollout using the Customer Guarantee Operations
Playbook, which contains information on how the Customer Guarantee will be launched to customers.
Operations Playbook
In addition to the Customer Guarantee Operations Playbook, Comcast University has developed extensive
training materials to support the rollout of the Customer Guarantee. Team Comcast materials
More details are available in the checklist on the last pages of this section.
The content below outlines each of the Customer Guarantee’s elements, and how you can operationalize
them.
1) We will give you a 30-day, money-back guarantee on all our services. If you’re not satisfied
and wish to cancel service for any reason, you can do so in the first 30 days and get your
money back. Simply return all equipment in good working order, and we’ll refund the
monthly recurring fee for your first 30 days of service and any charges you paid for standard
installation.
Who is eligible?
• New/returning residential customers
• Current residential customers who add or upgrade their services (e.g. Limited Basic to
Digital Preferred)
• Current customers who add products (e.g., adding an HD DVR to current package)
If the customer requests to activate the Comcast 30-Day Guarantee at any time within
the first 30 days of activating a new service or product, the customer’s account is to be
credited for:
Operations
Operations
• Monthly recurring charges for the service or product
• Installation fees (if applicable)
• Equipment charges
• Taxes and fees
For more information on the Comcast 30-Day Guarantee, go to the Operational Playbook on
TeamComcast:
• Comcast 30-Day Guarantee Credit Process – Amdocs/Comtrac and CSG Processes
• 30-Day Guarantee Rules and Limitations
• 30-Day Guarantee Training Process and Procedures
2) We will treat you and your home with courtesy and respect. Our technicians will display
their Comcast identification clearly when they arrive at your home. They will be trained and
equipped to complete the job on the first visit. Our Customer Account Executives will be
courteous and knowledgeable when you contact us.
To demonstrate this to our customers, our technicians (employees and contractors) will:
• Clearly display Comcast identification badges before entering a customer’s home
• Wear booties when entering a customer’s home, when needed
• Ensure a professional appearance (self, uniform, vehicle)
• Arrive on time for a customer’s appointment
• Leave a customer’s home in the condition in which it was found ensuring any trash or debris
from the job is cleaned and removed
• Say “thank you for being a Comcast customer”
Our technicians will communicate with our customers throughout the job:
• Upon arrival, ask the customer, “May I come in?” and confirm work order tasks with
the customer
• Midway through the job, check in with the customer to communicate progress and what tasks
are left. Estimate time needed to complete the job.
• Before departure, demonstrate the products for the customer to ensure everything is working
correctly and that the customer understands how to use them
• Say “thank you!”
For more information on Courtesy and Respect, go to the Operational Playbook on TeamComcast:
• The five core CQE roles during each interaction with the customer
3) We will answer your questions at your convenience. You can contact us 24 hours a day, seven
days a week regarding any service-related issue by calling 1-800-COMCAST or in any of the
following ways:
• Online via Ask Comcast
• Live Chat online with a CAE
• Online Community Forum
• Send us an email and receive a response within 24 hours
For more information, go to the Operational Playbook on TeamComcast:
4) We will offer easy-to-understand packages and provide you with a clear bill. Our packages
are designed to be straightforward. A call or visit to our website makes it easy to find a
package that’s right for you. We aim for the same clarity with our bills. You may view your
monthly statement and service details anytime by visiting www.comcast.com.
Customers have told us they want their bill to be easier to read, and we’ve listened. We are
introducing a new bill format designed specifically with customer feedback. It includes:
• A summary page clearly showing current charges for all monthly services
• Detailed sections that break down charges for each product so customers understand what
they’re paying for and why
• An easy way for them to find out how to get more information by phone or online if they still
have questions about their bill
PDF of new bill
Operations
5) We will continually offer the best and most video choices. We’re working hard to bring
more choices to our customers instantaneously by using the full power of our advanced
network and decades of television experience. We will use On Demand to bring customers
dramatically more content choices, including more movies, more sports, more kids
programs, more network TV shows and more HD than anyone else.
For more information on video choices, go to the Product section in this playbook:
6) We will quickly address any problem you experience. After the first visit to your home, if we
do not satisfactorily complete installation or can’t resolve a routine issue, we will extend
a complimentary service to your account. Additionally, we won’t charge you for a service
visit that results from a Comcast equipment or network problem. First call resolution is an
important driver of satisfaction.
Eligibility for offer:
• An Appreciation Offer is applicable for a customer who schedules a service call within 30 days
of the initial install visit or within 30 days of a first service call to correct a Comcast-related issue.
In this case, the customer is eligible for a complimentary service, known as an Appreciation
Offer, to be added to the account.
- Repeat Visit: The customer requires a service call for a Comcast-related issue within 30
days of an initial service call or install visit.
The Appreciation Offers available are:
• Digital customers - Free Pick a Pay (premium channels: HBO, SHO, MAX, STARZ, TMC) for
three months
• Analog customer - Free Digital Box for three months and Free Pick a Pay (one of the premium
channel noted above) for three months
• HSD customer Only - Free Blast (16 MG) for three months or Free Performance Plus (8MG) for
three months or $20 credit. (In DOCSIS 3.0 Markets, HSD customers will only have the $20
credit option)
• Platinum Customers - $20 credit
• CDV Only - $20 credit
For more information on this, go to the Operational Playbook on TeamComcast for:
• Rules and limitations
• More details on the Appreciation Offer
• Operations process for determining if offer is warranted and how to fulfill it immediately
• How Appreciation Offer will end and the ways in which Comcast will try to contact the customer
to inform them of its expiration
We will schedule appointments at your convenience and be mindful of your time. As a
courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled
visit during the appointment window, we will credit $20 to your account.
• For more information on this, go to the Operational Playbook on TeamComcast:
- Missed or late appointment call flow process
Operations
Comcast Customer Guarantee Q&A
We realize that questions may come from employees and customers about our Customer Guarantee.
Below are reactive talking points that can be used to answer any of their questions. If you receive any
media inquiries about the Customer Guarantee, please contact your local communications team.
ATTENTION COMMUNICATIONS TEAMS:
Initially, we do not want to proactively pitch the Customer Guarantee to the media. We believe it’s
important to “walk the walk” before we communicate about it proactively to external audiences. As the
Customer Guarantee rolls out across the country, we will evaluate the appropriate next steps for external
communication–both in advertising and with press.
In the meantime, if you receive any media calls, please use the approved messaging below.
What is the Comcast Customer Guarantee?
This Customer Guarantee outlines our commitment to our customers, and defines what they can expect
if we don’t live up to our commitments. The Customer Guarantee is Comcast’s promise that we will hold
our products, service and employees to the highest standards and that our goal is to provide a superior
customer experience the first time, every time.
What does it promise customers?
The Customer Guarantee lets customers know what they can and should expect from Comcast. Our goal
is to provide them with a consistently superior customer experience-whether at sign-up, during the normal
course of business or during a service visit. The Customer Guarantee outlines these promises and the
customers’ rights if we don’t live up to their expectations. Our Customer Guarantee promises:
• To give a 30-day, money-back guarantee on all of our services
• To be respectful and courteous of customers and their homes
• To answer customers’ questions at their convenience 24 hours a day, seven days a week
• To offer easy-to-understand packages and provide a clear bill to customers
• To continually offer the best and most video choices
• To quickly address any problems that the customer experiences
• To schedule appointments at our customers convenience and be mindful of their time
Why are we doing this?
To show our customers that we value, respect and appreciate them, we are holding ourselves accountable
to give them a better customer experience during every step in our relationship. We know that families in
your market depend on us for information, entertainment and communications every day, and we want
these customers to know that it’s a responsibility we take very seriously.
While we try to deliver a superior customer experience every time, there are unfortunately times when we
don’t get it right. When we make mistakes, it’s important for customers to know what they can expect from
us. If something does go wrong, we will acknowledge it and move quickly to fix it the first time. As you
will see in the Customer Guarantee, if we can’t fix the issue the first time, we’ll make sure the customer
knows we respect their time and appreciate their patience by offering a complimentary service for their
Operations
inconvenience.
Is this a national commitment?
Yes, this is a national commitment that will be rolled out in every market in early 2009. The rollout is being
staged to take place in your market at a time when it will cause the minimum disruption to the business,
and enjoy the maximum positive reception.
How are we rolling out the Customer Guarantee?
We began the rollout by conducting trials of the Comcast Customer Guarantee in some of our markets
across the country. Every indication is that these trials have been successful. As we move forward to roll
this out nationally to every division, we expect to see the same type of success that we experienced in
our test markets.
Customer Experience ScoreCard
Please take note of the checklist at the end of this section to help you in rolling out the Customer
Guarantee among employees.
Are we doing this because of complaints about poor customer service?
We recognize that we need to get better, which is why we are undertaking a company-wide effort to
improve our customers’ experiences. The Customer Guarantee is one part of a massive effort that the
entire company is focused on to serve our customers better. For example, we:
• Work on Saturdays and Sundays so customers can schedule appointments when it’s most
convenient for them
• Offer shorter appointment windows and increased availability of two and three-hour appointments
• Hired 12,000 new customer service agents and technicians in the past two years
• Opened eight new call centers in 2008 and added seating capacity to 11 existing centers
• Are improving our training and development programs for our employees
• Are providing our technicians with new tools like laptops and handheld devices that will help
improve on-time reliability
• Are calling before and after appointments to ensure that the work was performed correctly
• Are using new technologies that give customers the option of performing self-service functions
when they call 1-800-COMCAST and offer Web-based help tools like online chat with customer
account executives and an online database with a range of help topics
We recognize that these investments must be backed up with good customer service for each and every
one of our customers. That is our goal.
Operations
I’ve heard from reps that in the Comcast Guarantee you aren’t offering credit
but giving away free pay TV services for three months. Aren’t we trying to sell
customers something?
No. Pay television services are very popular with our customers. By giving them complimentary service
when we don’t resolve a routine issue the first time, we can provide added value to any customers who
have been inconvenienced. We will notify the customer 30 days prior to the Appreciation Offer ending
via postcard, e-mail or the phone. At the end of the three-month period of free service, the customer
can request to have the service continued at its normal monthly rate. Otherwise, it will be removed from
the customer’s account.
Operations
Customer Service: Systems, Tools and Processes to
Deliver a Superior Experience
We realize the extraordinary growth we’ve experienced has created unique challenges. One of those has
been that we haven’t been as responsive as we want to be. That is changing as we take more aggressive
action to improve our customers’ experiences with us.
We’ve taken advantage of the latest and most innovative new technologies and systems to ensure that
employees have the most effective tools at their fingertips. The focus is switching from fixing the problem
once the customer contacts us to actively managing our products and systems so that we can fix
problems before the customer even knows there is a problem.
Another major change is the ability for Comcast employees to troubleshoot without ever sending a
technician to the customer’s home.
This shift means our representatives are empowered to fix issues, answer questions and give customers
what they need–on the phone and in their homes. We are beginning to see a positive impact. Recently, we
started to see technician productivity rise significantly thanks to the tools we are giving them for
the field.
Here are some examples of what we are doing:
Grand Slam
Grand Slam is a new automated diagnostic/troubleshooting portal we developed that is at the heart of
our strategy to reduce repeat customer calls and foster first-time resolution. This software, which is being
added to customer service representatives’ desktops, enables agents who support Internet and phone
products to:
• Perform a remote “health check” and fix customer’s Comcast Digital Voice (CDV) and/or Comcast
high-speed Internet (CHSI) service issues without ever sending a technician to a customer’s house
• Most exciting in this family of solutions is the fact that we will introduce the ability for CAE’s to
check and fix video services while the customers is on the phone
Whole Home Check
Our customers have been very clear–they want us to eliminate the need for additional service calls or
technician visits to their home. And we listened.
While in the home on a specific service issue, the new “Whole Home Check” enables our technicians
to check, update or fix all other Comcast services in the home. The Whole Home Check means that the
technician will not leave until all of a customer’s Comcast products have been given a clean bill of health,
reducing the likelihood and frequency of call-backs.
Operations
Mobile Devices for Technicians
On-time reliability is a critical component of the customer service experience. To help improve on-time
reliability, we’ve given more than 13,000 handheld devices and 3,000 laptops to technicians. These new
devices:
• Foster better communication between our technicians and customer service representatives
• Allow for more accurate arrival time updates to customers and eliminate “no-shows”
• Boost customer confidence by improving on-time reliability or offering advance notice if we’re
running late
• Provide field technicians with the same Grand Slam “Whole Health Check” capability as the call
centers have. This creates a process that results in the reduced need for repeat visits, something
we know our customers love
Right now, 95 percent of the field has been deployed with workplace management/mobile devices and 65
percent of them are currently in use. We are planning to raise both statistics to 100 percent in 2009.
Casper
Casper is one of a suite of new online databases that provides customer service representatives with
the latest, most accurate information about products and pricing. This means that customers can get
the unsurpassed choice they have come to expect from Comcast, combined with timely and accurate
information and offers that are delivered consistently.
Lavastorm/Flawless
Lavastorm/Flawless is used to verify the accuracy of work orders generated by the call center so that
when a technician is dispatched, he or she has the most accurate information about the customer’s issue.
The technician will then have the right equipment onboard, and the most accurate information to best
serve the customer–“one and done.”
Operations
Product and Network Reliability
We have always invested heavily in our infrastructure to continually improve capacity and reliability. Recent
innovations in technology mean that we are better able to proactively identify and fix problems before a
customer ever has a service interruption and needs to call us.
Our efforts are focused on improving optical node health, investing in proactive service issue prevention
and making investments in capacity–all key elements of our Customer Experience ScoreCard.
Customer Experience ScoreCard
Investments in Optical Node Health
When the optical nodes are operating at peak performance, the customer receives video, data and voice
service at the best performance in their home or business. There are more than 115,000 fiber optic nodes
along this access network–more than any of our competitors. We aggressively monitor and manage each
of these critical nodes to make sure they are delivering peak performance.
Investments in Service Issue Prevention and “Proactive Approaches”
We serve more than 24 million customer households, the vast majority of which receive our services
without issue year-after-year. Two national operations centers and many local operations centers monitor
key equipment in our network to understand real-time performance and take immediate action if
performance falls below normal levels.
We also have built redundancy into our networks and other critical systems to ensure we have back-up
to keep the network and key systems running at maximum effectiveness. Our technologically advanced
network delivers converged video, data and voice.
Investments in Capacity
In the past year, Comcast has invested $6 billion to support our network and infrastructure, including
making sure we have the capacity and reliability to serve our growing number of customers and constantly
expanding services. We’re also investing in new technologies, like DOCSIS 3.0 to offer some of the fastest
broadband Internet speeds available.
To keep up to date on how we’re doing in these areas, refer to our monthly customer experience
ScoreCard. Division results are available mid-month, each month on TeamComcast.
Customer Experience ScoreCard
Operations
Customer Guarantee Checklist:
The purpose of the Comcast Customer Guarantee Launch Timeline and Preparation Task List is to support
the markets in completing necessary tasks to ensure a smooth CCG launch within each Region. Both
documents should be used as outlines that can be built on, changed or customized to meet the needs
of each Market/Region. For the detailed timeline and checklist of tasks to complete prior to launching the
Customer Guarantee, please go to the Operational Playbook on Sharepoint Here.
Operations
Employee
experience
Section 4
Employee Experience
Introduction
We’ve built a unique culture and an exciting company over the past 45 years—all powered by our people.
By working together, we will live our Credo, deliver a superior experience and make our dreams and the
dreams of our customers a reality.
This section is dedicated to outlining the tools, training opportunities and communications messages
available to every person in the company as we move toward our next great accomplishment: delivering a
superior customer experience every day.
In this section you will find:
• Internal Communications Strategy
- Dream big rollout
- Comcast Live
- Employee dream big Items
• Aligning Human Resources
• Powering the Dream
Internal Communications
Our internal communications strategy is designed to focus and engage our 100,000 employees on
transforming Comcast. It has been developed in conjunction with many of the operational, marketing and
HR strategies and programs outlined in this Playbook.
Below is a list of internal communications tactics that will be detailed further in this section:
1. Video Message Email from Dave Watson to All Employees – Feburary 23rd to supervisors, February
25th to all employees
2. “Comcast Live” All-Employee Broadcast – March TBD, 2009: The central point from which we
will launch dream big and reinforce our commitment to the customer experience
3. Surround Sound: Materials that will “surround” employees in their day-to-day work life with positive,
visual cues that build energy and momentum and reinforce our commitment to powering the dream.
4. Comcast Town Halls – February through April: Comcast national leadership will be attending regional
meetings throughout the country to discuss our transformation and the roles that leaders play in
helping to power the dream.
Aligning Human Resources
Because our employees will lead the charge in our customer experience transformation, we are also
refreshing and updating our Human Resources programs, policies and tools that align with our new
company focus. These include:
1. Competency Model
2. Talent Acquisition Materials
3. Talent Management Alignment
4. Comcast University Programs
Powering the dream
To dream big for our customers and for each other we need to do more than simply echo the words. We
need to power the dream.
As a leader how do you personally power the dream?
• As a strategist, you make smart, sound decisions that help us transform
• As a coach, you work with your employees to shape service-minded behavior
• As an innovator, you seek out, suggest and support operational changes that make us better and
encourage your employees to do the same
Employee Experience
• As a manager, you listen to and address employee questions, ideas and concerns, championing a
team atmosphere where everyone plays a part in our transformation
• As a colleague, you help others deliver on our commitments
• As a Comcaster, you keep up to date with our products and services with the goal to delight our
customers every day
• Through your strong leadership, you will help employees power the dream through our core values
–our Touchstones. When we dream big, we bring our Touchstones to life by:Acting with the highest
standards of honesty, fairness, and integrity.
• Showing respect for our customers, for each other, our communities, and the cultures we serve.
• Offering the finest and most reliable products available.
• Being open to new thinking and approaches, and adapting to an ever-changing marketplace.
• Investing in each other because our company can only be as strong as the people who work here.
• Working with an unbridled passion for our customers and for our business.
Employee Experience
Rollout Schedule
On February 25, Dave Watson will introduce dream big to all employees via a video email. Dave will
introduce dream big and provide an understanding of how it is part of our DNA, along with our Credo and
Guarantee. He’ll share the important role employees play in powering the dream, and ask for their help in
transforming our company. At that time, we’ll also give employees a preview of our dream big advertising
in advance of its national launch. Please make every effort to encourage your teams to view this message,
and be prepared to answer any questions they may have.
On March 11, we will officially launch dream big and kick off our internal communications strategy around
dream big, and also reinforcing the evolved Credo and rollout of the Customer Guarantee. It will be an
important opportunity for leadership to unite employees around dream big.
March 11, 2009
• 7:00 a.m. ET (or evening prior): Hang dream big posters in common areas
• 11:00 a.m. ET: Set up balloons, food and beverages in central location for “Comcast Live” viewing
• 12:00 p.m. ET (11:00 CT/10:00 MT/9:00 PT): “Comcast Live” viewing for all employees includes
video, discussion, and Q&A with Comcast execs
• 12:45 p.m. ET (or immediately following “Comcast Live”): Local Town Hall Meetings [to be
determined by each location]. Senior leader in each location to speak about how their location will
“power the dream”
• 2:30 p.m. ET: Distribute employee materials including Employee User Guides
• 4:00 p.m. ET: Email communication sent to all employees from local leadership
• Employees to take follow-up survey immediately following the broadcast on TeamComcast
(“Comcast Live” feedback survey)
Employee Experience
“Comcast Live” Activities
The tactics below are mandatory activities that will be executed in every location. Each location should
identify a point person or site coordinator to take care of planning and logistics. Site leadership needs to
provide the support and means necessary to excite employees about the Comcast customer experience.
The site coordinator should take pictures of the day’s events to document the experience and showcase
the facility’s efforts on TeamComcast post-event.
Comcast Live
Location leadership will extend an invitation to all employees to join in a communal viewing area for the
12:00 p.m. ET airing of a “Comcast Live” that will discuss dream big, the Customer Guarantee rollout and
reinforce the customer experience commitment and tools.
Location Events: Local Team Meetings
Immediately following “Comcast Live,” each location will continue with a local team meeting to answer any
questions that employees have and gauge immediate feedback to what they just heard. These sessions
should be led by local senior management who will share with employees what they will be doing
individually and collectively to “power the dream” and encourage employees to talk about how they will do
the same.
Distribution of Employee Materials
All employees will receive materials that reinforce the purpose of dream big. These materials include the
Employee User Guide, dream big posters and pins, which will be produced, paid for and shipped from
headquarters to the specified contact at each facility. Full description of these materials is in the
Surround Sound section below.
End of Day Communication
Each location should send an email follow-up to all employees at the end of the launch day to reinforce
the messages and reiterate how each employee can “power the dream.” Internal communications will
provide a template leaders can use for these follow-up e-mails. Lastly, employees will be asked to take a
survey to provide feedback on the “Comcast Live” program and the day’s activities.
A Note on Atmosphere
We want the dream big launch day to be an exciting day during which we demonstrate our appreciation
for and recognition of our employees. However, the significance of our transformation and the critical need
for employee action should not be lost.
It is recommended that food and beverages be served at local events. Depending on the time zone,
bringing in donuts and coffee or pizza and soda can help to create the desired atmosphere.
Employee Experience
“Comcast Live” Checklist
On March 11, Comcast will host “Comcast Live” which will further discuss our evolved Credo, the
Customer Guarantee and some of the work centered on dream big. The program will air at 12:30 p.m. (ET).
The following provides a checklist of items you should complete before, during and after the show.
Viewership Goals
This “Comcast Live” will center on our transformation. Employees have told us they want to be part of that
change, and “Comcast Live” is one way to help them do that. Every Comcaster regardless of their role
in the organization should be given the time to view this program. In fact, it is so important that we are
making this “Comcast Live” mandatory, either viewed live or in replay.
Your Role
As one of our leaders, you play an integral role in ensuring that all of our employees hear directly from
Ralph Roberts, Brian Roberts, Steve Burke and Dave Watson on how the company is transforming and the
role each of us–all 100,000 of us–plays in that transformation. Below is a brief checklist to help you prepare
and schedule the time for your employees to see and participate in this program.
Prior to the Show
 Work with your local engineering teams to ensure you have the show lined up for viewing. The
technical memo will be distributed on or around March 1.
 Collaborate with your local employee communications, Comcast University and HR teams to
secure a group viewing location. You can also work with these teams to promote the date of the
show. Posters and flyers are available now in the Employee Communications Workgroup. You can
also send an Outlook email invite, if your employees are on email.
 Discuss with your local employee communications, Comcast University and HR teams how to
distribute the dream big employee guides before or immediately after the show.
 Work with your local Comcast University team to identify a point of contact from your team who
will host the post-program exercise (communications and Comcast University trainers are on-point)
 Schedule time to decorate your location with the dream big posters and have food during the
show, e.g. pizza, snacks, etc. to create a festive, event-type environment.
 Discuss the show in your team meetings prior to the show and in your one-on-one meetings
with employees.
 Prepare talking points for a discussion before the show about what to expect, and, where
possible, tie in your local CredoSpeak results.
Employee Experience
During the Show
 Look for reactions from employees—what seems to resonate; what doesn’t.
 Take notes on topics you want to clarify, elaborate on or discuss after the show with your
employees.
 Have a copy of the Comcast University post program exercise and see how you would respond
to those questions.
Immediately After the Show
 Get the reaction from your team. Refer to the talking points in the introduction section of this
Playbook. The talking points are available to help guide the conversation and reinforce
key messages.
 Thank your team for all that they are already doing to enhance our customers’ experiences.
 Discuss how your team plans to power the dream locally.
 Recognize the strong service performers among your team.
 Participate in your team’s Comcast University post-program exercise and take notes on
employees’ feedback and questions. Share this feedback with your employee communications,
Comcast University and HR teams for use with your regional, division and headquarters teams.
Feedback will be used to continue to refine and enhance future communications and operational
changes.
 As a takeaway, ask for volunteers to participate in focus groups to dig deeper into the feedback
that employees shared via CredoSpeak that will help strengthen Comcast as a great place to work,
and also shed additional light on the ways we can execute on our Credo. Schedule a date to follow
up with them.
 Work with your local employee communications and HR teams to distribute the dream big
employee guides so that every employee can help the company begin our transformation.
 If you have employees in your location who are not able to view the program live, schedule time for
them to watch it through one of the full-length replays available on TeamComcast shortly after
the broadcast. DVDs will be available to order through the Comcast Store after “Comcast Live”.
Options for the “Comcast Live” replay will be detailed in the technical memo.
 After those employees have viewed it, hold a similar exercise for them, which reinforces the key
messages, and gives these Comcasters an opportunity to offer feedback.
Future “Comcast Live” Programs
Take the experiences you learned from this “Comcast Live” and apply them to future employee broadcasts
so that employees continue to hear directly from our most senior leaders about the vision of the company,
and how we are powering the dream.
Employee Experience
Employee dream big Items
There are several items that have been developed to help bring dream big to life for employees. The idea
is to surround employees in their day-to-day work-environment with positive visual cues that build energy
and momentum, reinforcing our commitment to powering the dream.
Employee dream big materials include:
• Employee User Guide will be sent to each facility prior to ”Comcast Live.” It includes information
on dream big so all employees can fully understand what dream big means to the organization
and how they play an essential role.
• Dream big pins will be sent to each facility prior to “Comcast Live.” They will be given out to
each employee.
• Dream big posters will be sent to each facility prior to “Comcast Live.” These posters should be
hung in common/central areas, such as hallways, kitchens, conference rooms, etc. We recommend
that posters be hung the evening prior to Launch Day or prior to office hours on March 11.
Comcast Town Halls
In February, March and April, Comcast national leadership will be attending regional meetings throughout
the country to discuss our transformation and the roles that leaders play in helping to power the dream.
Information regarding these town halls, including dates, venues and other details will be coming from our
regional communications teams.
Employee Experience
Aligning Human Resources
To transform our company and build a service-focused culture, it takes a personal commitment from all
of us–all 100,000 employees.
A superior customer experience starts with employees. It begins at recruitment, continues through
onboarding and grows through all phases of an employee’s career at Comcast.
Following is a look at how Comcast is enhancing that employee experience—from hire to retire.
To find more information, go to this HR alignment link on TeamComcast:
Talent Acquisition
While Comcast’s recruiting has been successful in an extremely competitive job market, we are enhancing
our competitiveness by better utilizing recruiting professionals, reducing process redundancy, enhancing
accountability, defining processes, and ensuring compliance–all within a trackable and measurable
environment. To that end, we have implemented two elements that build on our successes:
• A corporate recruiting model within HR that is positioned to deliver a higher quality recruiting
experience for candidates, hiring managers and recruiters alike.
• The creation and use of a recruitment marketing theme. The theme–“It’s more exciting here!”–
was designed to capture the culture and environment at Comcast. The theme is intended to attract
individuals who are looking for excitement in their daily work, enjoy being able to make a difference
for customers and directly contribute to the success of the Comcast. This theme can be found
throughout our recruitment materials and on our career and diversity websites.
To find more information, go to this HR alignment link on TeamComcast:
Performance Management (Comcast Talent
Successful employees need to understand the company’s goals as a customer-focused organization
and how their individual performance impacts our customers, both externally and internally. Through
improvements to our Comcast Talent Performance Management program, employees will be engaged
in their Comcast career, know their individual and team goals and be recognized and rewarded for
achieving those goals, which will be aligned with the company’s plan to improve the customer experience.
Employees also will see how their performance links to their pay through opportunities for merit increases.
• Comcast’s 2009 corporate goals reflect our customer focus. You should ensure that the goals that
you set for yourself and your team in 2009 are aligned with the company’s goals.
• You will receive additional education and tools from Human Resources and Comcast University to
help you during the entire performance management and merit review processes including: goal
setting at the beginning of the year, individual connection meetings with your employees where
you’ll give feedback on their performance and progress toward meeting team goals, and during the
year-end performance appraisal merit review process.
• The 2009 Comcast Incentive Program (CIP) will have elements that link this bonus to the customer
experience.
To find more information, go to this HR alignment link on TeamComcast:
Employee Experience
Note: Employees who are represented by a labor union may, or may not, be eligible for the program
described in this document. The eligibility of represented employees for this program may be governed by
the applicable collective bargaining agreement(s) and/or be subject to collective bargaining.
Comcast Competencies
In order to align our employees with our new culture, we revitalized our core competencies, which are the
skills, knowledge, abilities behaviors or actions that a person is expected to demonstrate on the job. The
existing 19 competencies were streamlined into ten, providing a foundational competency model that not
only supports strategic company initiatives and our culture but is also manageable and measurable.
The new Comcast competencies will be used in the 2009 Comcast Talent Performance Management
process and integrated in the Employee and Manager Self-Service tool. Sometime before mid-year, you’ll
use the Comcast Competencies to create individual development goals based on the goals for the year
and your team’s objectives.
To find more information, go to this HR alignment link on TeamComcast:
Comcast University
Comcast training truly separates our company from the competition – and Comcast University is at the
heart of these internal resources. Employees cite Comcast University as a major source in creating a
culture of empowerment. As you may know, Comcast University has piloted in-market and rolled out the
following customer experience modules in support of the Customer Guarantee:
• Comcast Customer Guarantee E-Learning Overview: Online training that is mandatory for all
employees prior to launch. Length: 20 minutes.
• Operationalizing the Comcast Customer Guarantee: Instructor-led training that is mandatory for
all leaders prior to your market’s launch of the Customer Guarantee. Length: 2 hours.
• Comcast Customer Guarantee: Instructor-led training that is mandatory for all customerimpacting
employees prior to your market’s launch of the Customer Guarantee. Length: 2 hours
• Post Comcast Customer Guarantee E-learning Refresher: Online training that is mandatory
for all customer-impacting employees 30-45 days after your market’s launch of the Customer
Guarantee. Length: 10 minutes
Within these trainings, employees are introduced to the elements of the Customer Guarantee and how we
operationalize these elements. In addition, these trainings and other career path coursework look at key
aspects of the customer experience such as ways to respect the customer, the importance of product
education and more.
Additionally, there is a Courtesy and Respect Overview E-Learning module and nine
CommCapsules related to the Customer Guarantee and each of its elements that are available
for leaders to use during team meetings and team huddles. These reinforcement tools include
discussion points, job aids and activities. They are available on Teamcomcast.
To find more information, go to this HR alignment link on TeamComcast:
Employee Experience
Rewards & Recognition
Recognizing and rewarding employees for their “above and beyond” efforts are critical to retention and
our overall success. Recognizing your employees in a meaningful way can include:
• Personal “thank you” notes
• On the spot, personal thanks
• Inclusion in special projects
• New assignments
• Nominations for special awards such as Circle of Success and Bow Tie Award.
Bow Tie Award: A New Recognition Program Supporting the Customer Guarantee
The “Bow Tie” Award, honoring Ralph’s drive for excellence, is a new quarterly award recognizing top
performers in each Region who consistently exceed their key performance goals, take service to their
customers to the next level and live the Credo. Look for the first awards to be presented in April 2009 to
our top ranked customer account executives (CAE), technicians and dispatch teams in every region.
Bow Tie Rewards
The top five CAEs and technicians in each region will receive a Bow Tie Award based on their ranking over
the quarter in key metrics supporting our Customer Guarantee. A special Bow Tie Team recognition will be
presented in each region to the top dispatch team.
• The top Care and Technical Operations performers will be profiled on TeamComcast, be able to
share best practices across the company, and receive an extra day off for the year.
• The dispatch team in each region will be profiled on TeamComcast, be able to share best practices
across the company and receive a special Bow Tie Team recognition.
• All Bow Tie Award winners will be nominated for a Circle of Success Award.
Bow Tie CAEs
These awards will be based on First Call Resolution, Work Order Accuracy and other specific criteria
determined by the region. The top CAE in the following functions (if represented in the region) will receive
an award:
• Billing / General Inquiry
• Retention
• Sales
• Tier or Advanced Support (IP Tech Support)
• Video Repair
Bow Tie Techs
The top five technicians in each region will be based on combined repeat metric for service calls and calls
on install. The rankings and winners will be determined by these criteria in the On Trac system.
Employee Experience
Employee Experience
Bow Tie Dispatch Team
The Dispatch team with the best on-time performance beating the 10% missed appointment goal in each
Region will receive a special Bow Tie team recognition. Special recognition, such as an on-site breakfast
or lunch, with local leaders awarding the Bow Tie trophy to be displayed in their office for the quarter.
Trophy will travel within a region to the winning team’s office each quarter.
To find more information, go to this HR alignment link on TeamComcast:
Dream Series
“Dream Series” is a new national competition which is designed to improve the customer experience.
Regions will be partnered together to form teams that will compete against each other in reducing
customer repeat issues. Results will be calculated monthly and will be pulled from the Customer
Experience ScoreCard. This friendly rivalry will encourage teams to over-achieve in reducing repeat
customer issues and the Dream Series winner will qualify for a major monetary prize – (cash, trophy,
ultimate bragging rights). Additional details on the Dream Series to include the national communications
plan, dates and other important information will be made available in the coming weeks.
Additional Employee Experience Information
• Internal Communications Channels
• Talent Acquisition
• Comcast University
• Reward & Recognition
• Career Progression
Employee Experience Checklist:
This checklist provides suggested activities and actions you should take in order to ensure your teams
are up to speed on all relevant employee experience information and programs.
 Comcast Live Appoint local logistics coordinator for tasks such as decoration, food and employee
materials distribution
 Coordinate with local facility leadership for support
 Ensure all employees at your location know that “Comcast Live” is mandatory and how they can
watch it [See full Comcast Live checklist]
 Identify contact to coordinate distribution for employee materials (pins, posters and Employee
User Guide)
 Use talking points [“How We Will Talk About the customer experience?”] to assist with messaging
for local town hall following “Comcast Live.”
 Send follow-up email to employees
Use of dream big
 Refer to brand guidelines on the Comcast Store
Talent Acquisition
 Contact your local recruiter or HR representative for more information
 Hold meeting with local HR team to review
Performance Management (Comcast Talent)
 Visit TeamComcast > Learning & Development > Managing a Team > Performance Management
for manager materials or contact your local HR representative for more information
 Hold meeting with local HR team to review
 Meet with individual team members to set clear goals that are aligned with those of the company
and your team
 Discuss your employees’ development in their current job and also their career goals, and coach
them using the new Comcast Competency Model on progress and the steps they need to take
 Meet with team members throughout the year to provide feedback on their individual performance
and how they’re progressing toward achieving their goals
 At the end of the year, rate team members’ performance and meet with your employees to discuss
their performance reviews
 Decide how to distribute your merit increase budget based on your employees’ performance
Employee Experience
Comcast Competencies
 Visit Comcast Leadership Competencies for more information
 Hold meeting with local HR team to review
 Using the new Comcast competencies by mid-year to create an individual development plan (see
Comcast talent above)
Comcast University
 Meet with local HR or Comcast University teams to review updates to training opportunities and
career progression
 Identify which Comcast University modules are most appropriate for your team and provide them
with information and suggested tracks
 Send communication to employees about new Comcast University Modules that support the
Customer Guarantee, as well as new career progression opportunities/materials
Career Progression
 Hold meeting with local HR team to review
 Review formal career development programs and help your team members understand which ones
they need to participate in
Rewards and Recognition
 Thank your employees every day for a job well done
 Find personal ways to recognize top performers
 Communicate “what it takes” to provide superior customer service and win a “Bow Tie”
 Identify employees who should be honored and submit applications for them
 Conduct meeting with local HR team to determine execution of additional recognition methods
 Send communication to employees regarding updates and new opportunities for reward
and recognition
 Hold “Connection Meetings” with your employees to provide formal recognition for their
achievements
Employee Experience
Products
Section 5
Products
Introduction
Constant innovation, in our products and in our thinking, has been part of our DNA since we first began,
and is what will continue to drive us into the future. Developing “can’t-live-without-it” products is what our
customers love about us. And that is why one of our key business strategies is product superiority. It will
be a fundamental element to transforming the customer experience.
This section outlines how the power of our products has quite literally changed entire industries from
the Internet to television and phone. With our evolved credo, we are putting the customer and innovative
products at the center of what we do. In this section you will find information on:
a. Video Product Innovation
b. High-Speed Internet Product Innovation
c. Digital Voice Innovation
d. Comcast Triple Play
e. Comcast Business Class
f. Comcast Interactive Media (CIM)
g. Comcast Programming Group
The power of our video, voice and data services are continuing to change the way our customers
watch TV, communicate and use the Internet. The network delivering that innovation reaches nearly 47
million homes and serves entertainment and information anytime and anywhere–fulfilling the dreams of
customers to make life easier and simpler. All of this comes to life in the form of the products we deliver to
our customers every day. Comcast has a long-standing history of blazing new trails and staying ahead of
the curve. Through constant innovation, in our products, in our networks and in our thinking, Comcast will
deliver a superior experience to all our customers every single day.
1) Video Product Innovation
Comcast is the nation’s largest video provider, leading the industry with interactive services through
digital cable, video on demand (VOD) and HD television.
We deliver the best television viewing experience with the industry’s leading VOD service, an
integrated Digital Video Recorder service and an unsurpassed HD experience with the most
choices. We offer unparalleled choice and control–a killer combination our competitors
can’t match.
A. Project Infinity We are well underway with Project Infinity, our vision to give consumers the
ability to watch any movie, television show, user-generated content or video that a producer
wants to make available. Project Infinity will continue the evolution of time-shifted viewing that
began with the huge success of our On Demand service. When we launched VOD—we changed
the way people watch TV forever and in the process made content more convenient for our
customers, while giving them more choice and control. We didn’t just improve pay-per-view we
taught America how to time-shift their television experience. Project Infinity is a logical extension
of our television and online content strategy, which will give customers exponentially more
choice. We’ve just hit our first major milestone with Project Infinity – 1,000 HD choices – the most
available anywhere.
B. On Demand The Comcast On Demand product fundamentally changed the way people
watch TV and now drives HD growth. Today, we have On Demand available to virtually all of our
customers with more than 10,000 choices each month, and, in 2009, will surpass more than 10
billion On Demand views
For more information, go to the Press Center on Team Comcast:
2) High-Speed Internet Product Innovation
Comcast changed the Internet experience for millions of customers by providing the fastest
speeds, reliable service, trusted security, and online content. Our high-speed Internet is the nation’s
largest residential broadband Internet service running on an advanced fiber-optic network that
offers cross-platform features. We didn’t just make the Internet faster, we supercharged it with 50
megabits per second service — and we’re just getting started. The founders of Google have said
repeatedly that “there would be no Google without broadband Internet.”
Products
Comcast will become the first Internet Service Provider (ISP) to deploy next-gen DOCSIS
3.0—ushering in a new era of speed for consumers. DOCSIS 3.0 will revolutionize the customer
experience and establish a whole new platform for innovation in the years ahead. Consumers have
an unquenchable thirst for entertainment, communications and information, and wideband will
enhance their Internet experience by providing even faster access to what they want online. We will
deliver speeds of up to 100 Mbps to our customers over the next two years with the capability of
delivering even faster speeds of 160 Mbps or more in the future.
For more information, go to the Press Center on Team Comcast:
3) Voice Service Innovation
Comcast is reinventing home phone service for the 21st Century by bringing innovative new
features to consumers for a better price. As of Q308, Comcast is the fourth largest residential
phone service provider in the U.S. and quickly closing in on being the third largest. Comcast is
the only company that can deliver all three products on one converged network in a compelling
package to more than 47 million homes. Consumers are saving with Comcast Digital Voice too, as
service can be 20% to 30% less than equivalent services from traditional phone companies.
Our IP-enabled digital voice service offers consumers the quality they expect in a phone service
combined with new interactive features. Comcast’s IP-enabled digital voice service is the first
home phone service to deliver a seamless and converged communications experience across all
of Comcast’s services (including cable and high-speed Internet) and customers’ devices.
A. Comcast’s Smart Zone™ Communications Center is an innovative online application
that manages email, voicemail and a universal address book in one place. Integrated email
and voicemail enable customers to view, send and manage email and voicemail together in
one convenient location online. Voicemail also becomes “viewable” and offers the ability to
be listened to in any order you choose and can even be forwarded just like an email. In the
future, SmartZone will offer additional features such as Remote DVR scheduling and Instant
Messaging. SmartZone Interactive Demo
B. Enhanced Cordless Phone –We are currently trialing an Enhanced Cordless Telephone —a
next-generation cordless home phone that will enable interactive content and features on the
handset and linked to the SmartZone Message Center — that will continue to change the way
customers think about and use their home phone
For more information, go to the Press Center on Team Comcast:
Products
4) Comcast Triple Play
Triple Play has proven to be an industry game changer and a growth engine for the company.
Comcast Triple Play packages offer consumers the most savings for video, voice and Internet with
a plan to fit nearly any customer need from the most basic to the most feature-rich. More than 23
percent of all our customers have signed up for all three products as part of a Triple Play package,
and the next evolution of this product is on the horizon. The new HD Triple Play includes free
HD, faster internet and smarter home phone service, and with the Premier HD Triple Play bundle,
consumers will get a free HD DVR —talk about game changing.
For more information, go to the Press Center on Team Comcast:
5) Comcast Business Class
Comcast provides phone, Internet and video services to business customers across our national
footprint. We are dedicated to helping small- and medium-sized businesses increase productivity
and ultimately, improve their bottom line by providing advanced communication solutions that help
them grow and prosper.
A. Microsoft Communication Services–Partnering with Microsoft, Comcast is bringing Outlook
2007 and SharePoint 3.0 to small and medium businesses. Now, these businesses can share
email, calendaring and even files using world-class products usually reserved for large
companies. Comcast is the first Internet provider to include Microsoft Communication Services
with our Internet Service.
B. Business Class Speed–With download speeds up to 16 Mbps and upload speeds up to 2
Mbps, Comcast Business Class gives customers an ultra-fast broadband connection that’s
more than 5 times faster than standard 3 Mbps DSL. These speeds offer our Business Class
Internet customers a better Internet solution at no additional cost, doubling the speeds on our
fastest tier of service which is faster than the competition.
FOR QUICK REFERENCE–SUMMARY OF INITIAL DOCSIS 3.0 BUSINESS CLASS TIERS:
• Starter (12 Mbps / 2 Mbps) (If asked: up to 15/3 Mbps with PowerBoost)
6/1 Mbps customers migrating to 12/2 Mbps (customer retains rate as contracted)
• EXISTING CUSTOMER TIER: Preferred (16 Mbps / 2 Mbps)
(If asked: up to 20/4 Mbps with PowerBoost)
16/2 Mbps customers stay on 16/2 Mbps, as majority of customers were recently upgraded
from 8/1 Mbps services.
Its current price is $89.95/mo
Products
Products
• NEW TIER: Premium (22 Mbps / 5 Mbps) (If asked: up to 30/5 Mbps with PowerBoost)
22/5 Mbps is a new tier with current price of $99.95/mo
Only available where we’ve launched DOCSIS 3.0
• NEW TIER: Deluxe (50 Mbps / 10 Mbps)
50/10 Mbps is a new tier with current price of $189.95/mo
Only available where we’ve launched DOCSIS 3.0
• Basic Connect tier customers will remain at 768 Kbps / 384 Kbps
C. Tools and Resources–Tools such as Microsoft Communication Services, Web Hosting,
SharePoint, IP Gateway, MacAfee VirusScan, 24/7 Business Class support are part of a total
package for small- to mid-sized businesses.
For more information, go to the Press Center on Team Comcast:
6) Comcast Entertainment Units
Comcast Interactive Media (CIM) develops and operates online and cross-platform entertainment
and media businesses, including Comcast.net (www.comcast.net) one of the country’s most visited
websites. CIM’s other properties include Fandango.com, a top movie and entertainment destination,
selling movie tickets for over 15,000 screens; Fancast.com, a national online entertainment
site; DailyCandy, the hottest daily lifestyle e-mail newsletter and website targeted for women;
thePlatform, the industry-leading provider of digital media publishing solutions over broadband
and wireless networks; and Plaxo, an online social networking based platform.
For more information, go to the Comcast Interactive Media site on Team Comcast:
Comcast Programming Group manages Comcast’s content networks with a focus on building
programming brands that leverage Comcast’s unique multiplatform expertise to deliver cable
television programming and non-linear content to targeted demographics on networks like E!, The
Golf Channel, VERSUS, G4, Style, TV One, Sprout, FEARnet, ExerciseTV and 10 Comcast Sports
Nets branded regional sports networks.
For more information, go to the Comcast Programming News section on Team Comcast:
Products Checklist:
The Golf Channel, VERSUS, G4, Style, TV One, Sprout, FEARnet, ExerciseTV and 10 Comcast SportsNets
branded regional sports networks.
For more information, go to the Comcast Programming News section on Team Comcast:
Below please find suggested activities to help ensure you and your teams are knowledgeable about our
range of products and services.
 Encourage your employees to become knowledgeable about our products. Regardless of their role,
we want them to speak confidently and intelligently with our customers and potential customers
about our products, services and enhancements
 Hold sessions to help improve your team’s knowledge of Comcast products and services and post
or alert them to where they can find relevant information.
 As new products and services are rolledout, put a process in place to alert your employees.
 Visit TeamComcast regularly for the latest news and updates on our products and services.
Products
Marketing
Section 6
Marketing
Introduction
Repositioning our brand is a key part of transforming the customer experience and building a preference
for Comcast in the marketplace.
This transformation of the customer experience starts with building the most reliable network and offering
the best products, including over 1,000 HD choices, smarter phone features and more convergence
across all the products we offer. Now we are ready for a new advertising campaign and brand guidelines
so we can bring our message to consumers.
Dream big is more than just a theme or a tagline. Dream big expresses our companywide commitment
to delivering the most innovative and reliable products and services to our customers in order to provide
them with a superior experience. The customer is at the center of this story–we dream big so that we
can bring customers better, more entertaining experiences through our innovative products and services.
Dream big will also act as a support point in our external advertising messages to consumers. Dream big
embodies the excitement and enthusiasm we have for our products and how these products enhance
the lives of our customers. It will help launch a refreshed identity and a new body of creative work that
differentiates our products and services.
In this section, we outline the dream big key components:
• Brand Platform
• Brand Guidelines
• Advertising Overview
• FAQs
• Checklist
Comcast’s Personality
With the impending launch of new, groundbreaking products and services—over 1,000 HD choices,
10,000 choices On Demand, even faster Internet speeds and convergent Digital Voice features—it’s more
important than ever that Comcast be seen as an innovative, dynamic, forward-looking company
that sets new standards.
With this transition comes a small but meaningful shift in tone of voice and messaging, and a new tagline.
While we still want to be likeable, we also want to make sure our innovation and technology story comes
through loud and clear.
This means that the quirkiness and humor of Comcastic is evolving to a more sophisticated tone that is
both straightforward and confident. Our tagline is changing from “It’s Comcastic” to “dream big.”
Personality attributes of the Comcast brand:
Innovative
Comcast is always looking for a new and better way to deliver exciting entertainment and information to
the communities in which we operate. Comcast delivers innovative technology, products and services
that meet customers’ ever-evolving needs.
Enthusiastic
Comcast improves the lives of its customers with entertaining content and information that frees them to
do more than they thought possible. This energy and vitality is captured in our products and services and
is embodied by Comcast employees.
Confident
Comcast passionately believes in its unrivaled ability to provide amazing entertainment and enriching
information to our customers. Everything we do to empower consumers with exciting products and
unmatched choice reflects Comcast’s bold and expressive personality. We always act in a respectful,
professional and straightforward manner and communicate with clarity and transparency.
Likeable
Comcast remains in tune with its customers and employees, creating a relationship that is friendly, and
authentic. Comcast speaks with customers in a conversational tone that is good-natured and lighthearted
and our employees treat customers with respect.
Marketing
Marketing
Brand Platform
Our Credo
Comcast will deliver a superior experience to our customers every
day. Our products will be the best and we will offer the most
customer-friendly and reliable service in the market.
Our Promise
When Comcast was founded, Ralph J. Roberts’ dream was to bring
more choice in content and a better quality television picture to our
customers. Today, in an age of constantly changing technology, we are
still committed to big dreams — and to making those dreams a reality
for our customers, our employees, and the communities we serve.
Our promise is made real through:
• The Customer’s Experience
• The Reliability of Our Products
• Superior Products That Offer More Choice and Value
Comcast Touchstones
Ethics Diversity
Respect Employee Focus
Quality Enthusiasm
Flexibility
Personality Attributes
Innovative, Enthusiastic, Confident, Likeable
Tagline and Corporate Platform
dream big
Dream big Key Components
Brand Guidelines
For the past three years, we have been successfully delivering a Comcastic experience in TV, Internet
and Voice. However, with a bigger focus on innovation and a commitment to delivering a superior
customer experience, we need to update the way we communicate with our customers. So we are
introducing a new tagline, dream big, and we are making changes to our brand guidelines to better reflect
that spirit of innovation.
As we work to reposition our brand, an important tool will be our updated brand guidelines. These
comprehensive standards will address usage of dream big, our upcoming advertising campaign and
how we interact with customers at every touchpoint. From retail and packaging, uniforms and vans, to
bills, brochures, websites and welcome kits, the guidelines seek to build consistency throughout the
customer experience.
It is important to understand that this is an evolution of our existing identity guidelines rather than a
wholesale change. We know our identity system and messaging has been very effective; now we just
need to bring them in line with the spirit of dream big. You will see some changes in the way we present
ourselves, but much will be familiar.
Color
One of the biggest changes, other than use of the dream big tagline, will be a shift in color emphasis from
black backgrounds to white and colored backgrounds.. We think the visual change better reflects the
optimistic, visionary feel of dream big and has a contemporary, innovative and high-tech look.
Tone
Another big change is in the tone of our messaging. Change in language is intended to emphasize the
same sense of innovation and technology. The quirkiness and humor of “Comcastic” is evolving to become
more sophisticated. The personality of the work should be entertaining, like our products, and imaginative,
like our technology. Overall the tone should be smart, likable, genuine and engaging. We should avoid
falsely exuberant, cliché and over-the-top messaging.
Attributes
We’ve also updated our company-wide personality attributes, replacing “progressive” with “innovative.”
Again, this speaks to the need to make our customers aware of the exciting changes coming to our
products and our network. Along with “innovative,” our other personality attributes are “confident,”
“enthusiastic” and “likeable.”
New Brand Guidelines
A sample of the new brand guidelines is included in the Playbook and the entire set will be available on
the Comcast Store. These changes are effective immediately. The move from the “Comcastic” identity
should be implemented by all departments as soon as feasible.
Marketing
Using dream big
Dream big logo
The dream big logo lock-up must never be altered, modified or recreated. Any attempt to modify or alter
our logo lock-up is a direct violation of our brand standards. For greatest clarity and legibility, always
maintain a strong contrast between the logo and the background.
For TV tactics, we are in the process of developing an animated lock-up end treatment that will be
available soon.
Where and when to use dream big?
Dream big is an aspirational and emotional line. It can be used in both external and internal
communications, but there will be some limitations and guidelines for its use. In general, dream big
should be used in work that showcases Comcast’s continual innovation and the superior technology of
our products, but it should never be used in advertising that calls out the competition.
Usage standards for dream big are specified in the advertising and brand guidelines available on the
Comcast Store.
When do we use dream big in advertising?
Dream big should be used in brand, product-superiority, retention and acquisition advertising. It should
never be used in advertising that calls out the competition.
When do we use dream big in other materials?
Dream big can be used in other company communications, including internal communications, whenever
the materials are meant to reinforce the superior technology of Comcast’s products or to rally customers,
employees or shareholders around the company’s continual drive to innovate.
Where is dream big not appropriate?
Dream big is not appropriate for the following marketing applications:
• Competitive advertising
• Warnings, apology notices and product recall notices
• Price increase notices (including bills)
• Discontinuation of service notices
Marketing
Marketing
Can dream big be used in a headline?
No, dream big should never be used as part of a headline, either in internal or external communications,
or should the word “dream” be used separately in a headline. The tagline’s placement locked up with the
Comcast logo is sufficient for communicating the significance of dream big.
How do we use dream big in body copy?
Dream big should be used sparingly in body copy. Both words should be lowercase, with the exception of
when the phrase appears as the start of a sentence, in which case “Dream” should alone be capitalized.
Dream big can be emphasized using bolding, italics or a different color.
Comcast Digital Voice®
Dream big.
Comcast Digital Voice®
Share your
dreams.
times as
DSL.
Do use dream big tagline in product and service
superiority work
Do not use ”dream big” or the word “dream” alone as
part of a headline
Do not use dream big on apology notices
Comcast Digital Voice®
Share the
love.
Comcast Digital Voice®
Dream big.
Comcast Digital Voice®
Share your
dreams.
Comcast
High-Speed Internet
Go faster.
Do more.
Comcast Digital Voice®
Talk more.
Pay less.
Unlimited nationwide direct-dial
calling only 39.99 a month
Comcast High-Speed
Internet
Five times as
fast as DSL.
Share the
love.
Comcast Digital VoiceDream big.
High-Speed Internet
Go faster.
Do more.
Comcast Digital Voice®
Talk more.
Pay less.
Unlimited nationwide direct-dial
calling only 39.99 a month
Comcast High-Speed
Internet
Five times as
fast as DSL.
We apologize for
the inconvenience
Marketing
Identity refresh from “It’s Comcastic” to dream big
Before and after examples:
For more information on the usage of dream big, please go to TeamComcast.
After: dream big
Just what you’ve been
waiting for. Less waiting.
TV, phone and Internet made bigger, better, faster.
Before: Comcastic
Just what you’ve been
waiting for. Less waiting.
TV, phone and Internet made bigger, better, faster.
Before: Comcastic
The greatest
thing to happen
to television
since television.
TV, phone and Internet
made bigger, better, faster.
After: dream big
The greatest
thing to happen
to television
since television.
TV, phone and Internet
made bigger, better, faster.
After: dream big
Do you feel
lucky?
Comcast High-Speed Internet
activation guide.
If not. Here are some quick
and easy instructions.
1.888.Comcast
www. comcast.com
Comcast
High-Speed
Internet activation
guide.
Quick and easy instructions
to get you online fast.
1.888.Comcast
www. comcast.com
Before: Comcastic
Marketing
Advertising: Bringing dream big to life for consumers
One way we are doing this is through our advertising. We will introduce consumers to dream big in the
first quarter with a new advertising campaign that conveys the innovative and aspirational spirit of the
new tagline.
The campaign focuses on how Comcast’s products and services enhance people’s lives. The creative
takes place in the vibrant and iconic world of “Comcast Town,” where all of our products and their
possibilities come vividly to life in a unique and colorful environment. The campaign includes a variety of
tactics, including TV, print, radio and an immersive Comcast Town microsite. Each of the TV spots features
customers singing about the Comcast products and services they love most, all set against the backdrop
of the animated and larger-than-life “Comcast Town.” As the lyrics progress through each spot, we follow
each person’s individual experiences as they interact with our products and services.
This new body of creative work features all of our products in an integrated manner and will serve as
our product-superiority advertising throughout 2009, helping us to further differentiate the Comcast
experience. The full set of advertising tactics and usage guidelines for transitioning from “Comcastic” to
dream big across all communications and customer touch points are available on the Comcast Store.
Marketing
Frequently Asked Questions
Why are we changing from “Comcastic?”
“Comcastic” has been very effective in differentiating us from our competitors and our peers, and in
helping present a likeable personality to our customers. However, with all the technological advances and
innovations that are bringing about improvements to our products and services, we needed an elevated
message: dream big.
Where can dream big go?
Dream big usage standards are specified in the brand guidelines available on the Comcast Store.
Can we use “Comcastic” and “dream big” together?
No, the two taglines cannot be used together. As we transition away from “Comcastic” beginning Q1 2009,
dream big will replace it as the only approved tagline to be used when a tagline is appropriate.
Why do we need to refresh our brand guidelines?
Dream big represents a transformation in how we relate to consumers. To reflect the change, we want a
look and feel that maintains a friendly, approachable and contemporary design, but that also emphasizes
the innovation of our products and our rededication to improving the customer experience.
How do we transition to the new identity?
Although our new guidelines take effect immediately, they are evolved from the current guidelines. There
is no need to replace all branded executions with the new identity, but new materials should reflect the
new guidelines.
Marketing
Marketing Checklist:
 Continue transition in your advertising from “It’s Comcastic” to dream big.
 Review, understand and begin using updated brand guidelines found on the Comcast Store.
 Begin to transition from our current branded materials to the refreshed materials on a replacement
basis.
 Use the new tagline, dream big where appropriate in advertising, marketing collateral and other
communications.
 Please contact Kristin McCue, Corporate Brand Manager, for any brand identity related questions
at 215-286-8589.
Marketing
External
Communications
Section 7
External Communications
Introduction
Our strategy for communicating with important influential audiences about the changes at Comcast is to
first walk the walk. We need to build a high degree of credibility by demonstrating to our customers how
we are transforming their experience every day. True, measurable evidence of happy customers, reduced
call-back metrics and improved network reliability scores as well as a positive “buzz” about Comcast will
be the confirmation we need to communicate about the improved customer experience.
We will not proactively pitch dream big media stories. At the appropriate time, we will begin to talk to the
press about our new Customer Guarantee. Once the Customer Guarantee rolls out across the country
and we’ve had time to ensure that we are living up to its promise, we will determine the appropriate next
steps for external communication–both in advertising and with press.
In this section, we’ll focus on:
• Current external communications
• Our government affairs and community investment philosophy
• The positive results that our community investment initiative is having in Comcast towns across
the country
• Our digital strategy including the 2009 launch of Comcast Voices, our corporate blog
External Communications Success
Comcast’s proactive outreach is a good example of the importance of getting our message out and we
will continue to leverage this successful media tactic. Across our footprint, we have invited reporters to
take tours of call centers and ride along with technicians to get a real “insiders view” of how Comcast is
transforming and focusing on the customer experience. We found reporters’ perceptions were positively
influenced by these activities, which resulted in more balanced stories across the country. A good
example of this is “Spend a Day with Comcast” which combined with other customer experience efforts
has already resulted in coverage in over 50 outlets.
Government Affairs
In our business, there is never a shortage of issues that we must address each day. As a company that
touches so many people in different ways, we must be prepared to talk about a host of government
affairs subjects to any number of audiences. We will continue to be transparent and will promote a holistic
snapshot of the benefits that Comcast provides to communities. In 2009, this extends beyond our cable,
high-speed Internet and voice services. It includes the investments that we are making in our network, the
strength of our hiring practices and the positive impact that we make in each community we serve and
invest in.
Community Investment
We are proud of what Comcast is accomplishing in the communities where we live and serve. With more
than $180 million of financial and in-kind support to non-profit organizations in 2007, we are making a
difference and enabling people to dream big and help others. In addition, we are giving back in the form
of volunteer time–to the tune of more than 300,000 hours alone this past May for Comcast Cares Day.
For our employees, this day of service is one of the most rewarding events of each year.
We will continue to support these activities and dream big will lead us in the charge. Whether it is
our partnerships with City Year and the United Way or our diversity commitment to our employees,
programming and suppliers, Comcast will maintain our status as a friend to every community we are
part of.
Learn about the ways in which Comcast is being recognized for our community investment and
diversity efforts [company recognitions].
Comcast Digital Strategy
Comcast is committed to leveraging the power of social media and the Web to reinvent the way it
communicates and interacts with its consumers online. This digital effort has been gathering momentum
for a couple of years as Comcast has moved from listening, to customers online, to now engaging with
customers who express their frustrations or gave feedback online.
Comcast is using social media and the Web as part of our larger focus on improving the customer
experience. We are fundamentally changing the way we operate and are reinventing the way we
communicate with customers and key influencers. We are:
External Communications
• Providing channels to speak directly with customers online. Making it easier for customers
get help and give feedback.
• Becoming more transparent.
This effort has engaged many of our executives listening to customers. Rick Germano, our SVP of
Customer Operations, recently participated in a listening tour across the country to hear from customers
and employees about their experiences. We posted that feedback in an online diary “Rick’s Notes from
the Road” that is available for anyone to read on comcast.com. In conjunction, we launched the Office
of Rick Germano as a way to give customers direct access to Comcast via e-mail to share suggestions,
ideas and concerns.
We have redesigned www.Comcast.com/help to provide customers with a list of the easiest ways to
reach Comcast online. Using this communications channel, which has grown to 14,000 requests a month,
customers can email Comcast directly for help.
For the past several years, we would proactively call customers to help fix their problems when they
blogged about a problem with Comcast. In the fall of 2007, we made a decision to engage online directly
with our customers—to join the conversation wherever they were through a new team called Comcast
Customer Connect (C3). This team has led the charge online to literally seek out and help anyone on the
Web who was talking about Comcast. They use social networking and new media tools to seek out and
help customers online. The team started contacting customers via phone, email, Twitter, or blogs to offer
help to those customers who needed assistance. This team is reaching out to customers using tools like
Friendfeed, Facebook, Identica, Plurk, Second Life and Twitter, among many others. These online tools
connect them to the millions of blogs, forums and other social media tools that our customers use.
It’s amazing the reaction we get when we ask a simple question like, “How can we help?” In fact, there
has been quite a lot of external interest in what we’ve done on Twitter, a micro-blogging application. As of
January 1, 2009:
• We’ve received more than 14,000 tweets since April 5, 2008
• 3,751 private twitter messages since April 5, 2008
• And almost 6,000 total issues resolved since March through our online efforts (about half here
at HQ and half through the field)
Over time, this effort has been widely talked about and has helped Comcast resolve thousands of
customer complaints. Additional stories about Frank Eliason’s team have appeared innational outlets like
USA Today, The New York Times and ABC World News.
Now, with a firm footing in the online world, we are embarking in a digital strategy that continues the
momentum we have seen with Comcast Customer Connect. We have re-launching the Comcast.net
forums, which will now have a new design and are being expanded from high-speed Internet customers
to provide access to video and voice customers as well. Additionally, we are launching a corporate blog,
“Comcast Voices” where customers can chat with designated Comcast employees about everything
from technical subjects and product launches to broader industry topics. This blog is exciting because
External Communications
External Communications
employees from every part of the company are coming together to speak with customers. Both initiatives,
Comcast.net forums and Comcast Voices, are key drivers of the larger effort to reinvigorate Comcast’s
engagement with customers, both online and offline.
External Communications Checklist:
Here are some ways that you can assist with our External Communication process and
ensure your teams understand opportunities to get involved as well as policies:
 Meet with your local external communications representative to find out what
opportunities are out there.
 Establish a process with your local communications team for identifying and
collecting positive customer stories that may be used for external communications
purposes. For example:
• Think about an example of a Comcaster going above and beyond the call of
duty for a customer or a local charity
• Identify worthwhile charitable activities in your region/market that you would
like to highlight
 Determine if one of your local employees would be interested in getting involved
in our digital effort. If so, contact Scott McNulty (Scott_Mcnulty@Comcast.com) to
find out how they can join the team.
Work with your local communications team to create regular communications to
employees and updated key messages.
External Communications
Resources
Resources
Here is a list of resources that may be useful for you as we rollout all of the
elements for our transformation.
TeamComcast
TeamComcast is your online resource for the most updated information on our transformation and
operational changes. (Internal; http://teamcomcast and External: http://www.teamcomcast.com)
Below are some additional resources mentioned in this Playbook.
customer experience Playbook
This Playbook introduces our evolved Credo, Customer Guarantee, dream big and We Power the Dream.
Intended audience: Supervisors and above.
My Teams > Workgroups > Playbook
customer experience Operational Playbook
This playbook introduces how we are operationalizing the Customer Guarantee and other tactics aimed at
enhancing the customer experience.
Intended audience: Supervisors and above.
My Teams > Workgroups > Operational Playbook
Customer Experience ScoreCard
The Customer Experience ScoreCard is our monthly look at the feedback of customers and company
customer experience metrics, including Node Health, Contact Rate, Think Customer First, Capacity
Planning, and Tech Go Back. It includes an archive of previous months’ results.
Intended audience: All employees.
About Us > Customer Experience > ScoreCard
Comcast Store
The Comcast Store houses Comcast’s brand standards guidelines, imagery, icons, stationery templates
and more.
Intended audience: Employees who are involved in creating Comcast communication materials; External
vendors also can gain access through registration.
Comcast Links (upper right side of homepage) > Comcast Store
Leadership Link
”Leadership Link” is our monthly employee broadcast featuring Steve Burke and operational leaders.
Intended audience: Supervisors and above; however local management may also opt to make it available
to all employees.
TeamFan > Playlists > Leadership Link (Live show is fed to office locations, check local communications
for tune-in information)
Comcast Live
”Comcast Live” is our all-employee broadcast featuring Ralph Roberts, Brian Roberts and Steve Burke
Intended audience: All employees; usually offered two to three times per year.
TeamFan > Playlists > Comcast Live (Live show is fed to office locations, check local communications for
tune-in information)
Comcast University Courses
Comcast University’s learning portal houses courses related to the customer experience, our Playing to
Win strategy, career pathing and more.
Intended audience: All employees.
Employee Self-Service > Career and Job > Learning Portal
Playbook Section Contacts
Have questions, feedback or ideas related to the content you have read in this Playbook? Please forward
them to these mailboxes that are managed daily.
• Operations
Q-Tube@cable.comcast.com
• Employee Experience
AskTeamComcast (located at the bottom and top of the TeamComcast homepage.)
• Products
Mary Nell Westbrook
• Marketing
Eileen Diskin/Kristin McCue
• External Communications
Jenn Khoury/Kate Noel
Resources

2) Here is the customer service scorecard from feb/mar/apr 2009...

ScoreCard Results: April

Wednesday, May 13, 2009
Improving our customers’ experience is the goal and the Dream Series teams are starting to knock it out of the park. Based on results from the Customer Experience ScoreCard, learn more about the winning teams from Game 1 on Q-Tube.
As a company, overall April performance results were mixed. Compared to March, April results improved for Think Customer First scores, but declined for Contact Rate and Service Call Rate. However, when compared to the 2009 baselines, Service Call and Contact Rates are showing improved results with our Think Customer First scores declining.
Company
Results 2009
Baseline YTD
Results % Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Contact
Rate 33.7% 32.4% -4.3% -7.9% -3.9%
Combined
Service Call 2.49% 2.28% -5.0% -9.1% -8.4%
Think
Customer
First 52.3% 51.1% -2.5% 1.4% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Contact Rate

Overall, Contact Rate increased by almost 8% in April compared to March. However, after normalizing the Contact Rate for the number of days in the month, contact rates for all the divisions and the company overall showed decreases from last month’s results. Compared to the 2009 baseline, the company overall and three of our four divisions show improvement.

Contact
Rate 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 32.0% 29.2% -14.2% 4.5% -8.8%
NorthCentral 34.3% 33.8% 0.0% 6.3% -1.5%
Southern 41.1% 37.2% -6.5% 10.7% -9.5%
West 28.0% 29.1% 3.6% 8.7% 3.9%
Company 33.7% 32.4% -4.3% 7.9% -3.9%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Combined Service Call Rate
The Combined Service Call Rate is the sum of trouble calls requiring a truck roll for each line of business divided by the total subscribers for each line of business.

The Combined Service Call Rate rates for April 2009 showed an increase for the company and all divisions compared to March; however, the month-over-month comparison is impacted from April having three additional days in the reporting month. When normalized, Service Call Rates actually dropped month-over-month. The Eastern and NorthCentral divisions, and the company overall, show strong improvements. All four divisions and the company have improved compared to 2009 baseline values.
Service
Call
Rate 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 2.77% 2.38% -15.1% 7.5% -14.1%
NorthCentral 2.37% 2.14% -6.3% 5.6% -9.7%
Southern 3.10% 2.90% 1.0% 13.1% -6.5%
West 1.82% 1.80% 5.1% 11.4% -1.1%
Company 2.49% 2.28% -5.0% 9.1% -8.4%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Think Customer First

Think Customer First scores improved slightly in April with the company and two of the four divisions showing improved results. We show declines across all divisions and the company compared to April 2008 and also compared to 2009 baseline values.

Think
Customer
First 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 50.3% 48.9% -3.4% 1.7% -2.8%
NorthCentral 50.4% 49.3% -2.5% -0.4% -2.2%
Southern 54.0% 53.1% -1.6% 7.4% -1.7%
West 54.5% 53.1% -11.0% -1.3% -2.6%
Company 52.3% 51.1% -2.5% 1.4% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
Curious about Node Health and Capacity Planning?
You may be wonder what’s happening with our Node Health and Capacity Planning measurements. While no longer officially part of the Customer Experience ScoreCard, Node Health and Capacity Planning continue to be important measures in supporting our Credo. We continue to track these results will share them with you here in addition to our Customer Experience ScoreCard metrics.


Node Health: Node Health scores improved for all divisions and company in April compared to March results. In our Year-to-Date results, only Southern Division show improved results compared to 2009 baseline scores. Year-over-Year comparisons are not available due to a change in the measurement process.
Node Health 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 84.6% 79.9% N/A 3.3% -5.6%
NorthCentral 85.6% 82.8% N/A 0.8% -3.3%
Southern 76.6% 79.1% N/A 1.6% 3.3%
West 86.6% 83.2% N/A 0.2% -3.9%
Company 83.2% 81.2% N/A 1.5% -2.4%

Capacity Planning: Our scores in April improved compared to our March results. CMTS downstream use increased slightly and remains the primary factor in Capacity Planning scores. Our Year-to-Date and Year-over-Year performance both show declines.
Capacity Planning 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 8.1 8.4 7.2% 2.2% 3.2%
NorthCentral 8.6 8.4 11.3% 2.3% -2.3%
Southern 7.5 6.6 -22.7% 4.6% -12.0%
West 5.7 6.3 -16.3% 9.8% 10.5%
Company 7.5 7.4 -4.9% 4.0% -1.3%


ScoreCard Results: March

Wednesday, April 08, 2009
The Dream Series is based on results from the Customer Experience ScoreCard. Learn more about the teams, the rivalry, and the contest, and see the monthly winner announced on Q-Tube in the second week of May.

Company Overall
As a company overall, our Customer Experience ScoreCard results for March performance were mixed. Compared to the February, March results improved significantly for Contact Rates and Service Call Rates. There was a slight decline in Think Customer First (TCF) scores, but did not continue the major declines shown in February results.
We are showing improvements compared to our 2009 baselines for Service Call Rate and Contact Rates, with TCF scores slightly negative. Year-over-year changes show improvements for our Service Call Rates and Contact Rates; however, again the company showed declines in our TCF scores.
Company
Results 2009
Baseline YTD
Results % Change
From
March
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Contact
Rate 33.8% 32.5% -11.2% -14.1% -3.8%
Combined
Service Call 2.49% 2.27% -9.3% -14.9% -8.8%
Think
Customer
First 52.3% 51.1% -8.9% -0.2% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Contact Rate
Overall, Contact Rate improved significantly in March compared to February. Even after normalizing the Contact Rate for the number of days in the month, all divisions and the company overall made improvements compared to February’s results. Year-over-year also shows a significant improvement over March 2008 for all divisions and company. Compared to 2009 baseline, the company and three of four our divisions show favorable results.
Contact
Rate 2009
Baseline YTD
Results %Change
From
March
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 32.0% 29.7% -16.1% -15.1% -7.2%
NorthCentral 34.9% 34.3% -8.7% -16.3% -1.7%
Southern 41.1% 37.2% -17.0% -12.4% -9.5%
West 28.0% 29.1% -1.5% -12.5% 3.9%
Company 33.8% 32.5% -11.2% -14.1% -3.8%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Combined Service Call Rate
The Combined Service Call Rate is the sum of trouble calls requiring a truck roll for each line of business divided by the total subscribers for each line of business.

The Combined Service Call Rate rates for March 2009 show significant improvements for the company and all divisions compared to last month. All divisions and the company rollup show improvements compared to March 2008 results and 2009 baseline values.
Service
Call
Rate 2009
Baseline YTD
Results %Change
From
March
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 2.77% 2.41% -16.1% -17.1% -13.0%
NorthCentral 2.37% 2.13% -10.8% -16.3% -10.1%
Southern 3.10% 2.87% -5.3% -12.5% -7.4%
West 1.82% 1.79% 0% -12.2% -1.6%
Company 2.49% 2.27% -9.3% -14.9% -8.8%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Think Customer First

Think Customer First (TCF) scores moderated in March, with only a slight decline for the company, with two of the four divisions showing improvements from last month. We show an unfavorable variance across all regions and the company compared to March 2008 and also compared to 2009 baseline values.
Think
Customer
First 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 50.3% 49.3% -10.2% -4.3% -2.0%
NorthCentral 50.4% 49.2% -7.2% 3.5% -2.4%
Southern 54.0% 52.3% -12.1% 0.4% -3.1%
West 54.5% 53.6% -10.9% -0.9% -1.7%
Company 52.3% 51.1% -8.9% -0.2% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.

ScoreCard Results: February

Thursday, March 19, 2009
See SVP of Customer Operations Rick Germano introduce the 2009 Customer Experience ScoreCard on Q-Tube and read an overview of our performance metric with more information on how you can make a difference.
Here's an overview of our performance results for the month of February, compared to last month, last year and our baseline for 2009:
Company Overall
Overall, as a company February performance results were mixed. Compared to the previous month, February improved for Contact Rate scores; however, showed declines in both Think Customer First scores and Service Call Rates. We are showing positive improvements compared to our 2009 baselines for the Service Call Rate, with Contact Rates and TCF scores slightly negative. Year-over-year changes show improvements in Service Call Rate, and for Contact Rates with a decline in our Think Customer First scores.
Company
Results 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Contact
Rate 33.8% 34.4% -4.8% -2.3% 1.8%
Combined
Service Call 2.49% 2.37% -4.3% 3.9% -4.8%
Think
Customer
First 52.3% 51.4% 7.2% -3.8% -1.7%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Contact Rate
Overall, Contact Rate decreased by 2.3% in February compared to January. The company overall and three of four divisions showed improvement over last month, with a slight increase in the West contact rate. Year-over-year our results show a significant improvement over February 2008 of 4.8%. Compared to 2009 baseline, Eastern and Southern Divisions are showing improvements in their results.
Contact
Rate 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 32.0% 31.3% -14.0% -0.3% -2.2%
NorthCentral 34.9% 37.5% 4.0% -6.7% 7.4%
Southern 41.1% 38.9% -10.6% -1.5% -5.4%
West 28.0% 30.2% 3.2% 0.7% 7.9%
Company 33.8% 34.4% -4.8% -2.3% 1.8%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Combined Service Call Rate
The Combined Service Call Rate is the sum of trouble calls requiring a truck roll for each line of business divided by the total subscribers for each line of business.

The Combined Service Call Rate rates for February 2009 are slightly higher for the company and all divisions compared to January. This is the second month with a negative trend in this metric. A year-over-year comparison shows significant improvement for the company overall. Three of four divisions and the company show a positive change compared to 2009 baselines.
Service
Call
Rate 2009
Baseline YTD
Results %Change
From
Februray
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 2.77% 2.55% -6.2% 2.4% -7.9%
NorthCentral 2.37% 2.24% -5.8% 2.7% -5.5%
Southern 3.10% 2.96% -3.8% 5.9% -4.5%
West 1.82% 1.85% 2.2% 4.4% 1.6%
Company 2.49% 2.33% -4.3% 3.9% -4.9%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Think Customer First
After several months with increasing positive changes for Think Customer First (TCF), this month the scores declined for the company and all divisions. We have significantly lower scores compared to January and year-over-year. YTD, the East and South Division show favorable scores to 2009 baselines.
Additional feedback as to what was driving the overall score decrease in February:
• Each Satisfaction attribute metric score declined in February. Sharpest declines were in:
o Value for Money attribute with a (1.1) point decrease
o Billing Clarity and Accuracy attribute with a (1.0) point decrease
• Satisfaction with Comcast Products and Services declined as well:
o TV services declined (1.0) point,
o HSI service declined (.5) point,
o Phone Services declined (.2) point.

Think
Customer
First 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 50.3% 50.5% -5.8% -5.6% 0.4%
NorthCentral 50.4% 48.8% -10.6% -1.8% -3.2%
Southern 54.0% 57.6% -11.2% -3.9% 6.7%
West 54.5% 54.1% -7.7% -3.8% -0.7%
Company 52.3% 51.4% -7.2% -3.8% -1.7%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.

2009 Customer Experience ScoreCard Overview

Thursday, February 19, 2009
Comcast will deliver a superior customer experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market. – our evolved Credo.
A critical part of our current and future success is having customers who are happy they’ve chosen Comcast. This year, our Customer Experience ScoreCard focuses even more closely on the metrics that help us provide what our customers’ value – a superior customer experience every day.
What is the Customer Experience ScoreCard?
Introduced in 2007, the Customer Experience ScoreCard helps us measure our progress in providing the best possible experience for our customers when they use our products, or in our day-to-day interactions on the phone or in the home. Look for SVP of Customer Operations Rick Germano’s overview of our 2009 metrics and goals on a special Q-Tube.
Metrics Supporting the Credo and the Comcast Customer Guarantee
The Comcast Customer Guarantee is an unprecedented written commitment to our customers that helps us deliver on our Credo. The three metrics chosen for the 2009 Customer Experience ScoreCard support the Guarantee and help pin-point our efforts on providing a superior experience every day for our customers. The metrics are:
• Contact Rate: Measuring how often our customers call. Improving this metric requires our attention at every level of the business, eliminating the need for customers to call and when they do, ensuring that we make it easy to resolve their issue the first time.
• Technical Operations Combined Service Call Rate: This measures how often we go to our customers’ homes for service related issues, whether it’s a call on an install, or a service call.
• Think Customer First: Measuring what our customers think about us and the quality of our service overall.
How can you make a difference?
The measurements in the Customer Experience ScoreCard are part of transforming our company from a product-centric to customer-centric organization. We want our customers to see, hear and feel a difference in Comcast for themselves. To do this, it takes a personal commitment from all 100,000 employees to contribute to this transformation:
• Consider the impact to customers in every thing you do.
• Be familiar with the Customer Guarantee. All employees are required to complete the Customer Guarantee training before April 30, 2009.
• Discuss steps you are taking to improve the customer experience with your team and managers, share your best practices.
• Serve as a brand ambassador, protecting and building Comcast’s reputation and success.
If you have questions about the Customer Experience ScoreCard, the Customer Guarantee or the Credo, please send them to Q_Tube@cable.comcast.com.


And here finally is a rare freebie from Comcast...

Call by June 30th 2009 and say....

'My friend just got starz for free for a year because you are losing the NFL Network, I would like it!!!"

or

"My friend got a speed upgrade on his internet, because you are losing the NFL Network, and I would like it!!"

iF THEY REFUSE, ASK FOR A SUPERVISOR, HERE IS THE KEY, IF ANYONE CALLS IN ASKING FOR IT THEY ARE TO RECIEVE IT BECAUSE THE INTRANET POLICY & PROCEDURE SITE CALLED "casper" SAYS ANYONE WHO ASKS GETS IT!!!

Anonymous said...

I have read lots of complaints on this excellent blog about Comcast's lousy service, bait and switch pricing policies and deceptive sales practices. All in all it paints a picture of a company culture that rewards incompetence and cares more about acquiring new customers than taking care of the customers they already have.

My story is about outright corporate theft! We cancelled our Comcast digital voice account by phone on March 10th 2009, and returned the hardware March 24 2009 to the Hayward California facility. We have the receipt. Despite this cancellation Comcast continued to bill us for the Digital Voice service on the April statement. We contacted Comcast by phone May 9th and was assured the account would be cancelled, the amount in question would be credited and a supervisor would call to confirm.

You can probably guess what happened next: we received no call from a supervisor, and the account was once again billed on the May statement. We contacted Comcast on 5/21 and talked to 4 representatives, the last was a supervisor who said he couldn't help us. Each of the reps we talked to referred us to the cancellation department, which of course you cannot dial directly, so we were transferred telephonically and then were forced to sit in call hold hell for a total of nearly an hour. Each time we were disconnected without ever talking to a rep.

I suppose that when the June bill comes we will still be billed for digital voice service we no longer receive. Because we pay by an automatic debit from our checking account, Comcast is, in essence, helping themselves to $50.00 of our money every month while refusing to rectify the situation. Taking money from someone without providing anything of value in return is theft, which is a crime whether it's an individual who perpetrates it or a massive soulless corporation.

We posted a letter to the corporate VP of customer support at Comcast - here's that link if anyone wants to try it.

http://www.comcastsupport.com/forms/contact/
RickGermano/Default.aspx

Because there is little in the way of any real competition, we are still Comcast cable TV subscribers. Our next move would be to cancel the automatic debit bill payment from our checking account. We certainly learned our lesson there.

I say "we" throughout this missive, but it was basically my wife who was pursuing this. She is a customer support manager for a small health technology firm and knows the ins and outs of how customer support works. She insisted on handling this in the belief that a calm, cool and professional approach would get results. She made all the calls as if she were dealing with a company that took customer support seriously (like her company does). After the last contact with Comcast she was nearly in tears. So now I'm trying to take care of this. I am not nearly as controlled and businesslike about things like this as she is. If I have to call Comcast, someone's ears are going to get blown off.

Comcast has been basically stealing around $50.00 a month from us. We have taken efforts to stop this, but the behavior continues. Comcast would have me arrested and take steps to ruin my credit rating if I tried pulling a similar stunt on them.

Hey Comcast, you monitoring this? Here's my acct #

Comcast Acct #8870470010015416

Anonymous said...

PROBLEMS:
* While talking on phone the receiver can no longer hear me
* No dial tone after rains
* Sometimes calls drop & then no dial tone
* Internet connection drops continuously throughout day

OCCURANCES:
* phone problem - 10x per week
* internet problem - 3x per hour

DURATION:
* year

ACTION:
* Comcast came out 2 weeks ago

RESOLVED:
* No. All the above problems still occur to the point where we did not have phone entire day yesterday.
* I told Comcast tech that I thought the modem was bad - that we needed a new modem. He said his famous last words: the modem was working fine and wasn't the problem...
* Comcast tech said that it was my router (to attempt to resolve issue ourselves we had just 5 days earlier bought a brand new state of the art Bilken router...).
* Comcast tech said that all the couplings which were installed when home was remodeled were shotty - so replaced them all. I asked if that would have caused my problems and he said probably not.
* Comcast tech said that it was not a Comcast service issue because he could determine that we have been "receiving" an uninterrupted signal from Comcast for the past month.

SOLUTION:
* We are leaving Comcast.
* I find it very sad that Comcast employees are on this board defending Comcast. I find it very sad that when I call customer service Comcast employees act suprised at my phone & internet problems WHEN they KNOW THOUSANDS of people are having the same problems. Why are customers angry?
--> We are LIED TO.
--> We are LED TO BELIEVE it is not a modem problem.
I was convinced we had a faulty phone & had a faulty computer, but then when I went to someone else's house with my computer I never dropped a connection...hmmm... Then finally the light bulb went off - it occured to me that I could find out how to fix my modem myself online and viola I was SHOCKED to find out that others were having the same phone problems. THIS IS WHY PEOPLE ARE ANGRY. Comcast tech lied to me and said it was not a modem problem - he never said I needed to periodically "reset" my modem. Perhaps he was trying to stall the inevitable, because basically I will not live with phone service interrupted. We have Cable, Phone, Internet - guess what - we call $$ India $$ regularly. Comcast will no longer get $$$ from us. As I'm typing this I just got booted off my internet connection...touche Comcast.

RESULT: I will be asking everyone I know with a comcast.net email address if they have had the same problems...

Adam said...

PART # 1 OF 2
I posted a complaint a few weeks ago saying that I had a 2 year internet special that ended up expiring after only a year. A rep called but said I only had a year because it was in my account details from the first complaint that I posted. I argued with him about it but I gave up saying that I swear that it was a 2 year deal. I looked up my first post on this blog & it really was only for 1 year so I have to say that I AM SORRY COMCAST. That’s not the reason that I am posting here yet again.
My modem died, so I called Comcast to see if a can exchange it, I was told that I was able to & went on Saturday to get a new modem. I told the rep I needed to exchange my modem & he tried to sell me a bundle, I told him my rate just got jacked up to $60.95 a month so I wouldn’t be able to afford any package. Yet he still told me if I got the phone service with my current internet it would lower my bill to $52.90 + $3.00 modem rental a month for 12 months. I asked how & he said it’s because they want people to try out their phone service to show people that it’s just as good as a regular land line & to prove it they’re giving great deals to current customers to try it out. I figured that I wouldn’t just be saving $5.05 monthly, I would also have home phone & broadband for less then it cost me to have just broadband. It sounded way to good to be true I asked some questions, I had to make sure that it would be the price that he said, I also needed to be sure NOTHING would change with my internet. He said that NOTHING would change with my internet, the DL & UL rates would STAY THE SAME & there wouldn’t be any type of DL/UL limit. He even showed me the monthly total on his monitor. After all that I was actually quite I would have 2 services for less that I paid for just one. Everything went smoothly, the phone sounded GREAT, it sounded & worked better then what people have told me. Everything was going good UNTIL I went on my computer & went online, my downloads were going REALLY SLOW & so were the web sites I was going to, so I decided to test my bandwidth to make sure that the sales rep didn’t lie to me so I went to speedtest dot net & it turns out that I am only getting a TOP SPEED of 0.96Mb/s downloading & 0.28Mb/s uploading. BEFORE all of this the fastest test that I ever ran was 13.25Mb/s downloading & 1.32Mb/s uploading. I have the URLs to the results but it won’t allow me to post them! (PLEASE SEE PART # 2 BELOW) My Customer # is: 09520 236366-07-7

Adam said...

PART # 2 OF 2
This has really PISSED ME OFF because this is the 2nd time that a Comcast rep has LIED to me to make a sale! If I didn’t care about having slower internet then I MYSELF would have switched to the 1Mb/s plan for $39.99 a month but I DIDN’T because I need fast internet because I do IT work & need the speed to connect to PCs remotely & download & upload files QUICKLY! The rep even asked what kind of work I did & even after I told him that I do IT(PC) work he had the guts to actually LIE TO MY FACE & say that my internet service would stay the same, SPEED & ALL & he actually thought that I WOULD NOT NOTICE the HUGE DIFFERENCE IN SPEED! I AM SO SICK OF BEING LIED TO THAT IF I GET LIED TO AGAIN OR I CAN’T GET THIS FIXED & HOPEFULLY GET THE REP REPRIMANDED OR FIRED (I have his name & which location he works at) I WILL PROBABLY HAVE TO CANCEL MY SERVICE EVEN THOUGH I DON’T WANT TO because before all of this BS I REALLY LOVED how fast it would go. Really would like to get my internet service back to the speed it was at before I was lied to & conned into signing up for a package with slow internet. I really like the phone service & would like to keep it so my Mother has a phone to use when I’m not home if she has a health issue or emergency but ONLY if I can get it at the 55.90($52.90 plus $3.00 modem rental) price for 12 months since as I said before this is the second time that something like this has happened to me since I’ve been a Comcast subscriber for less then 20 months. If not then I REALLY NEED my internet back to the way that it was!!!
My Customer # is: 09520 236366-07-7
Thanks in Advance, I Hope,
Adam

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Anonymous said...

Customer number (is this the account number or not, no one seems to know) 1206539929002.

I spent (literally 40 minutes and about $12.00 worth of cell phone minutes) with Comcast last night--the screw ups are unbelievable. You are apparently scrambling your own phone number because of--what? My phone has a loud buzz in it, one day after installation, and nothing can be done until MAYBE Monday morning.

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