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November 14, 2005 01:43 PM

Broken: Comcast customer service

In the Washington Post yesterday, a review of last August's story of Comcast's customer service: Demonizing the Customer.

(Thanks, Rick Robinson!)


Broken then and still broken now.

Posted by: Pat at November 14, 2005 03:00 PM

Awful? Sure. But, how did it come about that Govan is humiliated because "people associate her with this story"? Did Comcast call the Trib? I see a lawsuit in the making.

Posted by: Michelle at November 14, 2005 04:51 PM

Oh great...Comcast just bought Adelphia in our area. Adelphia was bad enough. After Hurricane Wilma, they told us we had cable for 3 weeks and unless it was "snowing" everywhere.

Posted by: JAC at November 15, 2005 12:31 PM

The article states that customer service is a high stress occupation. Having worked in customer service when I was younger, I completely agree; Dealing with the general public is stressful.

HOWEVER, in the case of Comcast/Verizon, etc., it's MUCH less stressful if you know what h*ll you are talking about!! They are totally unprepared to deal with the types of issues they are presented with. Comcast recently installed digital cable in my house. This resulted in the loss of my internet service. While trying to fix the problem, I lost digital access as well. Now, obviously, if everything worked 5 minutes prior, the problem is most likely software. So, the installer was at my house for TWO hours trying to get the problem resolved. He talked to 6 different people, of which, they were either clueless or blaming the wires. By the end of his visit, they decided that the undergroung wires were bad and needed maintenance.

Realizing that the internet problem was software related, I kept my mouth shut, figuring one of the people he called would realize what was going on and reactivate my internet access. Finally, I gave in, downloaded their stupid software (which crashes more than a drunk driving backwards) and allowed it to activate my fairly old account.

I told him what I did, he called the office and said, "it's working, I don't know why"

So much for learning from experience. I'm sure he will go through the same thing at someone else's house.

Posted by: Yep at November 16, 2005 11:26 PM

Er.. Wasn't this posted back when it was actually news?

Posted by: Brian at November 22, 2005 10:44 AM

I have comcast digital cable and for the first time I am having problems with my cable. I called in and was told the earliest appiontment was 5 days later. a saturday which 6 days without cable. when I told them to schedule this for a disconnect if it was going to take so long they made my appointment for the next day between 1 -4 pm the tech showed at 5pm he said the splitter that was installed a year ago was the wrong one and replaced it. this fixed the least for a couple of hours. now I have the same problem snowy picture on the station that come in and the rest say service will e avail. momentarly. its not. so I called and now I can not get an appointment until next week.

Posted by: MATT CAVANESS at December 8, 2005 12:22 PM

had appt. at 5-7pm for install of wireless internet. service showed up at 8:30 am to install "cable" internet. left when unable to install wireless. original apt. at 5-7 pm never showed or called!

do i even want to continue with them?

Posted by: rocco at February 11, 2006 09:57 PM

I cannot get through to comcast customer (no) service to voice a complaint, apparently unless I am a business! It seemas to all be done by computer, and my question was too long(?)

HELLO, ANYONE OUT THERE? I now know that all the over exspense on these products now just get sucked up without any care for the customer! Shame on you!

Posted by: Jay Roberts at March 26, 2006 05:35 AM

I generally approve of of the service I have received from Comcast. They have one crummy practice and that is forcing you to pay up or they won't help you. I always remind them I like to pay for services I have fully received because as we all know they actually take their money up front - a month ahead. It's easy to be "late." But I digress....The kids running the show for Comcast Internet are IN the United States, speak English, and KNOW their stuff. The crew at the White Marsh, MD facility is top notch. Can't fault them. Not once have they yanked my chain.

Posted by: Doug Smith at June 24, 2006 10:53 PM

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