Is Comcast Starting To Care About Customers? - Comments Page 1

Comcast is STILL blowing smoke if my recent experience is an example. I ordered 2 X1 boxes and told the rep I was keeping my Standard Def box which was free because I was paying a flat fee through my condo. The rep confirmed my monthly payment would not change (3 times!). Then I found the SD box was deactivated and when I called they said it needed to be an X1 box but they would waive shipping and monthly charges. I got a bill for the third box so I called and the rep and a manager were nasty about it and said they would not honor the promised made by two different reps. Eventually the manager hung up on me and refused to call back. I called back and got a different manager to call me who was able to reactivate the SD box and promised to put the bill back. We'll see next month. Also, I was so frustrated I asked for $20 because they missed the 2 hour install window (7-9AM) and they claimed my window was 9-11AM. Apparently, they changed the records to avoid paying the $20! Maybe the next iteration of promises will have some tiny effect but not this one.

I live in Seattle and have had Comcast for yrs and every time i call they are great and if a tech has to come out he is always on time if not early.

They have even come out on a Sunday. For me they have great customer service. Now that i have said that, i am sure i have jinxed it.Doh!

We live less

I was a Comcast customer for about 24 years and came close to leaving several times, but each time I was convinced to stay by a Retention Specialist who gave me some perks. Of course, by the time you reach the right Retention Specialist, you've been put through the ringer big time. Finally, Comcast could not resolve a technical problem with my service and despite various complaints, even exchanging e-mails with a VP, I could simply not find anyone who cared or sympathized with my problems. I was telling them, that I did not want to leave but they were forcing my hand. Thank God for RCN. That's where I landed and I'm eternally grateful. Honestly, I would be fine with paying higher costs, just to stay away from Comcast. Every bill that I pay that doesn't go to Comcast, makes me smile.

We live less than a mile from a Comcast storefront, so have been able to go in and speak directly with a company representative, and NOT a call center. we now know all the reps by name, and they have our records up by the time we get to them; and this reinforces what you were writing about the customer service component. Definitely problematic internet service made palatable by superior and personal customer service. Will somebody please go after DISH Network, now? Their retention specialists are downright rude, and I rarely can understand what their call center customer service reps are saying, for their very thick accents -- and my own mother speaks with an accent, and I understand her perfectly. I suspect english may not be their second language, but their fourth or fifth.

I find it particularly irksome that Comcast imposes rate increases with no advance notice or warning!

I find it particularly irksome that Comcast imposes rate increases with no advance notice or warning!

WoW! They are going to create a list of blocked words. I would have thought training reps to not use them would have been a wiser choice. Just shows the Execs, are still clueless about what good customer service is about.
I tried to cancel Comcast, but all I got was harassed. So, I started putting their credit card charges into dispute. In three months, Comcast cancelled my service on their own.
When you are in the right, you got to know what buttons to push to get what you want.

Perhaps others will follow this lead. My recent experience with Ebay locking me out of my account to make certain it was me led to a 30 minute telephone ordeal which left me frustrated beyond imagination. When trying to find the head of Customer Satisfaction at Ebay corporate all I found a was a SOLID BRICK WALL.

As a Customer Service professional for over 40 years I am appalled to see how automation and outsourcing has degraded Customer Service to new lows...

I have never had a problem with retention. I used to call them every year to get the same rate. Have done so for 20 years. In fact they often add some channels that are not available without extra cost like the two TMC. They Rep even changed it to 2 years. Only increases and decreases have been on some equipment charges and of course the infernal TAXES.

As a VIP customer I have a different number to call and get connected to a Local Center where everyone speaks excellent English. This is an area where they could improve on. The Call Centers in India, Pakistan and wherever speak terrible English, also some of the Techs that come to the Home also do not speak very well and explaining what the problem is can be a nightmare. They know their job very well. Not against them hiring any legal immigrant, am one myself, having arrived in the US at the age of 10. I spoke not a word of English then. Enlisted in the USAF at 19 and for the last 18 years made my living as an FD EMD and my voice was recognized by everyone. Even now 15 years after retirement.
Yes Comcast can certainly improve, it's Customer Service but so can the other local providers, Verizon is even worse and don't even ask about the two Satellite services.

I am in a Apt. complex that only has Comcast. I left ATT when I moved in here. But there is not much difference... both are terrible when it comes to service.

I am stuck with Comcast (aka comcrap) for internet, as my only other alternative in this Windy City suburb is dial up :(
Their customer service is worse than reported, imho.

What cable provider? Oh, you mean Netflix and streaming news.

We've been with Comcast for about 30 yrs. (Detroit and Indianapolis). I've had very few bad experiences. I can remember only one missed appointment. The customer service reps are usually not the cause of the tech or billing problems and bullying them doesn't help solve the issues.

I agree Comcast customer service was horrible; when you called they would continually repeat your request but never give you an amswer until you would want to scream. At least that was my experience in the past two years. However on Monday, I called about installing a new Gateway I puchased and they were fantastic. The service rep was great and very helpful. She couldn't be more helpful actually. I would say their customer service went from a one to a 10. I've actually never experienced a company that was able to turn around customer service to that degree in such a short amount of time. In addition to my call, I went to a service center as well to return my rented Comcast modem and the service there was exemplary as well. I realize this was just one phone call and one visit however their past service was so bad, I'd rather have a root canal. Kudos to them for turning it around.

Although I'm not thrilled with their rates, and with one exception (a so-called "Retention Specialist") over 7 years, I would rate Uverse Customer Service as A+. Whenever I have called with a problem involving either internet, phone, or TV service, the Customer Service Rep at Uverse who I called was polite, courteous, and either fixed the problem then or scheduled a Technician to come out. The farthest out I've had a Tech scheduled is 2 days, and they called the next day to say they had an early opening and would I mind if they came out early. And the Tech ALWAYS fixes the problem or replaces faulty equipment at no charge. Uverse=World Class Customer Service.

We had a 2 year old unresolved billing problem with Comcast of about $200 and had given up. We read an article about Comcast's desire to improve satisfaction and in May, sent an email to Tom Karinshak, senior vice president of customer service detailing our problem. Within a week, the issue was taken care of and credit issued to us. Before this problem, we were fortunate to always have excellent service and interaction with Comcast.

I love reading the negative comments on here. I live in Canada and have SHAW cable as my provider for TV, Internet and phone. From 2004 until around 2010/11 they were pretty good by comparison with their local competitors (Telus and Rogers, here in BC). They gradually went downhill - more rapidly recently. Prices have gone up and (more importantly) service has gone down, so that now I must change. To see others in the same predicament gives me some comfort but perhaps the industry in North America should be more closely regulated. They all seem to get away with murder - eg, changes to prices, broadcast standards (eg HDTV channels) and services without proper notification. I am annoyed because my e-mail is linked to my ISP so I have to send notifications to sooo many people before I change - and I'm not sure I trust G-Mail that much either. Oh well - thanks for the comfort everybody. We are not alone in having problems with these (unregulated?) services which probably 95% of all of us use every day!

We were appalled it took nearly a week before someone came out to discover a cable box came off a utility pole in a storm and another three days before someone could fix that.

Also, they are pulling the plug on all hobby websites their ISP customers have and their suggested replacement won't allow already created webpages. By mid October, any site starting with home.comcast.net/~ will be gone.

As a former manager for a major telecommunications company's fiber optic network, please tell me WHY there is a special Executive Customer Service office in Philadelphia to handle the difficult Customer Service issues? If everyone did their job right there would be NO NEED for this special office within Tom Karinshak's office. I have had to utilize this special office literally countless times and it's always been extremely frustrating. Unfortunately, Comcast is the only provider available in my area so I must use them. Last time after going through literally half-a-dozen or more Comcast techs, I was able to solve the problem myself. Did they pay me for my time and expertise? No way - and I DID ask for my usual rate of pay for solving THEIR technical screw-up. In my professional and personal opinion, Comcast stinks on ice.