 majortom1029
join:2006-10-19
Lindenhurst, NY | hmm How can you put a general statement like that and only include two cable companies scores?
What about time warner , what about cablevision? | |
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battleop
join:2005-09-28
00000 | BBR thrives on negative press. Look at the number of comments a negative story against an ISP will generate vs. a positive story. | |
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battleop
join:2005-09-28
00000
| Re: hmm I don't want to read about a company that is doing what they are supposed to either.
"Meanwhile when Comcast does something substantial and good for consumers, it would get covered."
Getting 81% of your customers backup after storm damage seems to be a good thing, but it will not generate the number of posts a negative story will. | |
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Tigerpaw509
Premium
join:2006-07-15
Huntley, IL | Wages When they start paying more than McDonalds they might find some good employee's. | |
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Dogfather
Premium
join:2007-12-26
Laguna Hills, CA | The IRS rates higher than Comcast Gotta love it. | |
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Mactron
el camino Real
Premium
join:2001-12-16
CM94sv
| Re: The IRS rates higher than Comcast I realize some folks love their local Comcast franchise. Lucky you. My Comcast franchise just plain sucks. No wonder the IRS rates higher. 
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If only the Verizon CSRs worked this well.  | |
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cypherstream
Looking forward to the future of things.
Premium,MVM
join:2004-12-02
Reading, PA
clubs:
| I would be more satisfied with Comcast if... Comcast brought the guide interface into the 21st century.
Comcast needs to bring more HD channels to ALL area's, not just cherry picking select places.
Push hard to set top makers such as Motorola, Panasonic, Samsung, Cisco, to innovate and get out better quality hardware along with much more storage space on the DVR's. | |
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DaveNJ
No Fear
join:1999-09-01
New Jersey
 ·Comcast
·Patriot Media
| Re: I would be more satisfied with Comcast if... Support cablecard, and Tivo fully ,possibly resell tivo and other future dvrs.
Give customers the ability to do self installs of cablecard.
customer can control there packages online.
Send customer service to month long seminars on what comcast offers, and what they mean.
Reward customers who buy more, discounts.
1 truck roll policy, if it takes more then 1 truck roll, comcast is obviously doing something wrong. hire a company to fix comcast support issues.
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“Say no to fear. Don’t let anxiety crush your life. Live life free and unfettered.”
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| | phantom6294
join:2002-02-27
Abingdon, MD
·Comcast
| Re: I would be more satisfied with Comcast if... said by DaveNJ  :Send customer service to month long seminars on what comcast offers, and what they mean. +1,000,000
Me: 'I have the Blast! service...'
CSR: 'I don't know what Blast! is...'
Me: 'Okay, basically, I should be seeing 16Mbps throughput...'
CSR: 'No, I see you're provisioned for 8Mbps...'
Me: 'But I have Blast!...'
CSR: 'We don't offer Blast! in your area...'
Me: 'Then why does my bill say 'Blast!?'
CSR: 'It's a mis-print.'
Yeah, that's a conversation (fairly paraphrased IMO) I had with a Comcast tech Sunday evening... | |
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DaveNJ
No Fear
join:1999-09-01
New Jersey
1 edit | Visit the comcast room The comcast room shows exactly how they value there customers. They treat there customers like the enemy. The very poor , support for cablecard. Add the fact the spec is now obsoleted. Comcast is its own worse enemy. | |
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anony101
@comcast.net
| Some of the Comcast reps are actually polite but Even though service has been good for the most part I've thought of leaving Comcast more than once due to the impression they made on the phone. To be fair they have good people working there but unfortunately it's the rude reps who make the biggest impressions. | |
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Wayne F
@comcast.net
| Re: Some of the Comcast reps are actually polite but I think it must be what part of the country a person lives in as to what service you get.
I have been with Comcast 6 years and in that time I have always had excellent service. When I call in or go to their offices I have never had a rude or short tempered rep. | |
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| moonpuppy
join:2000-08-21
Glen Burnie, MD
 ·Verizon Online DSL
| said by anony101 :
Even though service has been good for the most part I've thought of leaving Comcast more than once due to the impression they made on the phone. To be fair they have good people working there but unfortunately it's the rude reps who make the biggest impressions.
The LAST thing I want to hear from a CSR is, "I am sorry you are having an issue." They always say that without fixing the issue at hand. Why apologize if you can't or won't fix an issue? | |
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Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL
·Comcast
| Re: Some of the Comcast reps are actually polite but said by moonpuppy :said by anony101 :
Even though service has been good for the most part I've thought of leaving Comcast more than once due to the impression they made on the phone. To be fair they have good people working there but unfortunately it's the rude reps who make the biggest impressions.
The LAST thing I want to hear from a CSR is, "I am sorry you are having an issue." They always say that without fixing the issue at hand. Why apologize if you can't or won't fix an issue? "I am sorry you hare having an issue" is code word for
"I am sorry you are having an issue, now I have to suffer trying to help you while I know I won't be able to fix it because I have been given inadequate tools and training. Not to mention that I have to get you off the phone in under 7 minutes or else I will be fired - or if I can somehow sell you something, then I have to get you of in under 12 minutes". | |
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Geminimind
Premium
join:2003-12-20
Sacramento, CA | all I have to say is they suck. overpriced services and rude csr's All they care about is $$$$$$$ that's COMCA$T | |
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| | Kearnstd
Elf Wizard
Premium
join:2002-01-22
Mullica Hill, NJ
| said by moonpuppy :said by anony101 :
Even though service has been good for the most part I've thought of leaving Comcast more than once due to the impression they made on the phone. To be fair they have good people working there but unfortunately it's the rude reps who make the biggest impressions.
The LAST thing I want to hear from a CSR is, "I am sorry you are having an issue." They always say that without fixing the issue at hand. Why apologize if you can't or won't fix an issue? sad thing is when management pulls the calls, they expect to hear that "empathy statement" with in the first 60 seconds of the call. the good reps know you only care about your shit working but are bound by the fact they will hear it if a manager pulls that one call they don't say "im sorry its not working".
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[65 Arcanist]Filan(High Elf) Zone: Broadband Reports | |
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Pizz
Hi
join:2000-10-27
Astoria, NY
·Verizon Online DSL
·RoadRunner Cable
2 edits | TimeWarner in New York City The major problem with TWC is the fact that they deny, and claim no congestion at their plant(s). They'll tell you its your PC, its your Router (if you have one). To outright saying '300kbps is ok' had a rep from some 3rd world country tell me that one time. I said i pay for 15000/780 - she still didnt get it.
There is so much red tape you have to cut thru to get your problem looked into by a qualified person. Getting support help from people who do not live in your area, or hard to understand one another, is a problem that should be addressed.
Here in NYC - You have to have 2 truck rolls before you get a 'foreman' call. If the foreman cannot fix this, than your ticket is escalated to a Plant Maint call. If they still cannot fix this, Client Relations takes your call. Which is the Exec team, kisser assers Customer Service. They deduct from your bill, tell you that they're in touch with the right depts, and your situation will be fixed.
I had an issue with a congested node, so many subscribers were on it. After a few months of battling - I finally got my node split. Everything is working fine now, i have no complaints. But so much redtape, wasted truck rolls, calls etc.. When all they have to do is look at the capacity at their node levels.
When I had DSL - my issue was resolved the moment the tech entered my home, and actually was qualified to 'fix' it. There wasnt no pass-along to another dept. MSO's customer service model, has to be fixed or looked into. Becuase what they're doing, is mind-boggling.
I feel bad for all the ex Adelphia techs/customer support - who were retained by Time Warner. When i lived in Adelphia service area, the rare times I did have to call in for something, the process was smooth, the techs were smart, and my problem was fixed. I hope that team got a cushy job with Time Warner Cable. | |
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rit56
join:2000-12-01
New York, NY
| Re: TimeWarner in New York City It's the exact same here. Exact same procedure. I recently wrote to the NY DOITT to file a complaint, yet again because they just raised my bill 7 dollars a month and the service is crap. I am not tech savy like most here but this is exactly 100% why the 700 megahertz or whatever it's called should be given to Google/Microsoft and whomever is in their partnership. The cable companies are providing sub par service and there is no competition so they could give a crap about how long it takes to fix it, if they even bother to. More competition.. | |
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UncleDirtNap
join:2006-08-26
Pittsburgh, PA
 ·Verizon FIOS
| Losing propostion. Cable companies are wasting their time trying to increase their customer satisfaction ratings at this point. Most of their customers are captives with no alternative, paying too much for crap they mostly don't want and long memories of years of abuse at the hands of ill mannered customer service reps. They're angry to begin with even when things function properly so that when they do go badly and need help it's just pouring salt into the wound and you'll never make people feel good about their experience no matter what you do.
Cable is a dysfunctional business model propped up by government officials who refuse to introduce real competition and hold the companies to the same legal standards as other businesses. It'll never be fixed until they realize that and introduce changes that people want starting with ala carte channel selection. | |
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elray
join:2000-12-16
Santa Monica, CA
·SONIC.NET
·RoadRunner Cable
·Verizon Online DSL
| The folly of cable Lessee. Why does cable not rank?
1) Its a cable company.
2) Run by cable-company execs.
3) Conspires to require rental of STBs.
4) Does not offer consistent, discrete, discounted pricing. Pushes "triple play" nonsense weekly.
5) Does not offer ala-carte, despite #3.
6) #1, not capable of running phone service.
7) Subject to double tax.
8) Not locally regulated.
9) Preys on substantial captive audience that can't get satellite.
10) Creepy contract installers.
I'll stop at ten. | |
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ninjatutle
Premium
join:2006-01-02
San Ramon, CA | Charging BMW rates while giving you, well, I can't think of any level of service lower than Comcast  | |
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Cable Continues Low Customer Satisfaction Tradition
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