Corydon
Cultivant son jardin
Premium
join:2008-02-18
Denver, CO
clubs:
 ·Comcast
| Update 5/30/08
I had a problem where my modem appeared to have dropped out provisioning. CDV was unaffected (very nice) but on the HSI side, I couldn't bring up any pages. I performed a few traceroutes to different sites and noticed that they all routed to the same IP.
I called Comcast and explained the situation. The first guy I spoke with was very professional and listened to what I was saying. No scripts about checking the cables or resetting the modem or anything! He saw that the modem had dropped off my account and placed me on hold to get it fixed.
Then he came back and said that their tool to fix it was down and apologized. He asked me to call back in the morning.
I called back the next day and got a different guy. He seemed to stick closer to the script, but eventually figured it out and had me up and running fairly quickly with minimum fuss.
So my tech support experience is mostly pretty good. I'll point out that both times I called in, after I got through the phone tree, I spent no more than maybe ten seconds on hold waiting for a rep, and my second call was at about 7 PM, so that was good.
I'm not bumping up my rating however, as there are a couple of things that they could have done differently that really would have wowed me.
1) He could have hung on to my account and just reprovisioned the modem once his tool was back up. Ideally, he would have called me or had someone else do it once things were back to normal just to check and make sure everything was fixed. If he'd done that, I'd have had no trouble at all giving Comcast a "5" in this area. Instead, he put the onus on me to call back in and just left it to me to call back in.
So perhaps customer service policies need a little review in this area. Maybe give the reps an hour or two each day to call back their customers and check back with them to make sure everything was fixed instead of keeping everyone taking calls for their entire shift?
2) I wish the second guy had had the same level of knowledge as the first, although he did get it after a little bit. Perhaps he was new. At any rate, he was able to get things fixed.
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