Comcast Woes update
Lest you think customer service is dead, Shortly after I posted this I received a call from Comcast, they where aware of my dissatisfaction and wanted to take steps to solve my issue - and asking if I would be available for a service call that afternoon, 3 days earlier than my originally service date, and let me know that they would follow-up the following day to make sure I was happy. That afternoon, I met Scott & Mark, a supervisor and a service tech respectively, nice guys, who where highly professional, polite, and forthcoming every step of the way;
they quickly accessed the situation - made changes [they eliminated all those problematic splitters], checked their work and cleaned up as they went along. It was a very positive experience, Upon leaving both Scott & Mark made sure that I knew how to reach them if I should need further help. The follow-up call from Comcast arrived like clockwork, and I let them know that YES, I’m pleased.
It’s a shame that every tech that’s dispatched isn’t as patient and as thorough as Mark was, or that every customer doesn’t get the 2 on 1 technical service call experience of having a supervisor on-site, I’m sure they (Comcast) would if they could, Why I got that level of service? hell if I know.
So ultimately it was a positive experience - what started on Twitter as a series of bitchy tweets with @Comcastcares ended with some (assumably) special technical attention and this blog post.
Tagged: comcast
Awesome post. This was much fun to watch unfold - please save me an XL shirt.
Even though I am happy - I still want the shirt, so expect them to get done VERY soon.
Just yesterday my boss told me about his Verizon Fios problems:
Apparently Verizon was charging him for two extra ghost boxes that he never received/needed. For a whole year. He kept on calling and calling every month, spending 1 hr getting his bill “fixed” only to get charged extra again.
He posted a complaint on a message board, and they “fixed” it…now they’re only charging him for 1 extra ghost box…
Moral of the story: no matter where we are and go, they’re all horrible.
On another hand 12 hrs is better than a whole week. Comcast still owes me 5 days of vacation (yup 5 days of waiting for them!) that’s a whole week in the Caribbean…each time, until that last daring tech that fixed it all, all I got was:
“Can’t fix the problem -even though it had been explained fully via the phone-. Sign this, I will call my supervisor, and here is the number for you to schedule another app”
Glad the problem is solved!! :-)
Angie;
I feel your pain, I can’t get you your 5 days, but I will buy you umbrella drinks the next time we’re near a Tiki Bar (I suppose national mechanics has tiny paper umbrella’s)