Is Comcast Starting To Care About Customers? - Comments Page 3

My experience with Comcast is different than most. I've had very good service from them over the years.

Perhaps being named “the most hated company in America” ....
A more accurate title that they have earned is "Worst Company In America," and it is from the good folks at Consumerist.com
http://consumerist.com/2014/04/08/congratulations-to-comcast-your-2014-worst-company-in-america/

We have bundled services with Comcast and for the most part service has been pretty good.

A couple of things that did not work:

The company encourages customers to go on-line and make improvements/changes to their services. This has been a disaster for us.We tried to add their Streampix service ( a reasonable 4.99) and I tried to do it online and it flipped to a chat with one of their reps although I am not convinced I was dealing with a human as much as "prompts". I gave up after 20 minutes and just called them. It took less than 2 minutes on the phone to order the service.

Our cable box that we had for 5 years just went out one day. We called and they told us to pick up another box at one of their service centers. It was not a convenient location but we did as instructed. The second box did not work either. Since we pay a monthly fee (around $3) for a service contract, we convinced them to come out as our comcast remotes were also problematic. Once the tech was here, all problems were fixed. But I noticed that he went through a series of remotes and cables boxes that had been refurbished and repackaged did not work.So had we not called them, we could have been stuck in a cycle of picking up broken boxes and remotes.

My recent experience with Comcast was to try to re-activate internet service after a couple of years of being out-of-state (my account was still active because my condo association pays for TV; I just needed to add the internet service). The phone reps were polite, but were non-native English speakers which made communication extremely difficult because they were clearly reading from a script and were only prepared to to answer with certain phrases and sentences. The problem was eventually resolved after multiple lengthy phone calls, but it probably could have been resolved much more quickly (and with much less aggravation and stress on my part) had the reps been American English speakers. My advice to Comcast if they're truly trying to up their game: don't outsource your call centers to other countries. Hire Americans who speak well and train them (and give them the authority) to resolve issues quickly and with a minimum of fuss (i.e. don't tell me you have to transfer me to a supervisor).

I dropped U-verse 10 months ago for DirecTV (special offer through Costco). Service has been good, and I've had no reason to call customer service. When my contract is up in 14 months, I'll probably buy a digital antenna for local TV, drop the satellite TV, subscribe to Tivo and Amazon Prime (we already have Netflix). That will lower my monthly TV bill to $32. I'll keep AT&T internet. That will give us all we need or want. I recognize that cord-cutting isn't for everybody, but I now get over 200 TV channels and watch less than a dozen on a regular basis.

I had Comcast and had wrong charges on my bill. We now have EPB Fiber Optics cable and TV and the service is top notch.