Comcast is one of the favorite punching bags for customer services issues.  The company just doesn’t care about its customers and certain lackluster in-home service technicians prove it.  Comcast can’t be held accountable for a few “bad eggs” but largely all service from Comcast is similar.

First, a disclaimer, I have Comcast cable and Internet service.  Not once have I been disappointed by the technicians or customer service.  The Internet connection has never dropped and never slowed or gone out except in extreme circumstances (a hurricane).  I am happy with Comcast.

People within the same service area as myself are quite happy with Comcast’s level of service and care.

This view is not shared by many customers but this may just be an aberration in my area.  One employee at the company decided to create a Power Point presentation to point out flaws in customer service.

Initially, the presentation was to be only internal to the company but The Consumerist managed to get a copy of it.  It is viewable as a Google Document or you can download the presentation for yourself (complete with sound effects).

It is not officially approved by the company but here’s a taste of what’s inside.

Customers Quit Expecting

•“You said that you’d fix it the last two times you were out here!”

•“Y’all don’t fix S%#t!”

•“How many more times is my cable going to go out?”

•“Is the tech going to show up?”

•“The tech isn’t going to show up! I’ve had three no shows!”

Customers are often lied to about how our services work.

•Customer: “If I sign up for phone service and can’t pay the bill, will you guys turn off my cable. I can’t live without that.”

•CAE: “No. If we have to turn off your phone service, we won’t turn off your cable”

Then there is the issues of technicians showing up and either doing a poor job or simply not completing it in the first place.  In one instance, a tech failed to instruct the customer on how to use the DVR and on-demand service when asked.  Instructing customers on use of new services is supposed to be a part of the installation service.

Related:

Entry was posted on Sunday, June 22nd, 2008 at 12:11 pm under Internet, Opinion, Technology, Uncategorized.

Read more entries by Jonathan Schlaffer.
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