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15 comments

1 sffilk  May 9, 2015 1:55:14pm

It won’t help.

2 bratwurst  May 9, 2015 2:34:48pm

Two weeks ago I received a bill from Comcast that was literally double what it should have been. The first customer service rep I reached hung up on me. I was admittedly angry, but I certainly wasn’t abusive or cursing.

The second customer service rep I reached was unable to deal with my issue because it exceeded the maximum amount she was authorized to handle. She connected me with her supervisor who promised to call me back within 48 hours with the correct amount of my bill. She never did.

I called back and asked to speak to another supervisor. After 30 minutes on hold, I got disconnected. I called back and waited another 30 minutes to speak to another supervisor. She promised to look into my bill and call me back at a certain time the following week with my correct amount. She failed to call me back at the appointed time.

Totally exasperated, I filled out the “customer service” form on the website explaining my situation and naming the two supervisors who failed to follow up. FINALLY two days later someone with a bad attitude called me with the correct amount owed on my bill. She asked if there was anything else she could help me with. When I asked her to explain how this could have happened, she responded that after reviewing my account, she could not find evidence of any issues before this. I guess this meant that I was supposed to just accept getting a completely fucked up bill and being abused by customer service reps and their supervisors for a whole week this one time.

Clearly, what Comcast wanted me to do was pay the entire amount I was billed, and let them decide how much to carry over onto to my next statement at their convenience. Fuck that.

Again I say: every single American who is not a Time Warner shareholder owes Senator Al Franken a major debt of gratitude for being the ONE AND ONLY public figure to stand up against allowing this horrible company to have a broadband monopoly in this country.

3 PhillyPretzel  May 9, 2015 3:21:19pm

re: #2 bratwurst

And that is why I spent $40 on an antenna for my HDTV. I do not want cable TV. I am happy with PBS.

4 sizzzzlerz  May 9, 2015 3:24:44pm

Maybe I’m one of the few lucky ones but my experiences with Comcast customer service, although rare, have been issue free. Both my cable TV and internet services, while too expensive, in my opinion, have been completely reliable for many years. I’ve read the many horror stories others have written regarding their trials and tribulations and they may very well happen to me tomorrow but for now, I think its fair to point out not all customers have experienced such hellish service.

5 Skip Intro  May 9, 2015 3:55:26pm

I misread the title. I thought it said Comcast won’t stop being the worst company in America.

At least that one would have been true, although AT&T is going to be tough competition.

6 Great White Snark  May 9, 2015 4:21:59pm

New paint on old house will not fix foundation issues. Why do they need so many and improved customer service reps? Because the policies suck so bad. Cut the cable and stream.

7 Great White Snark  May 9, 2015 4:43:03pm

re: #3 PhillyPretzel

To be honest I’m still running Time Warner for Al Jaz, BBC, Smithsonian, and a couple more. but got streaming going more often. My new tower has a nice “bluetooth to wireless” smart TV feature I need to fire up. I probably need one of those plug ins for a really good service.

I turned into a binge watcher anyway. Much rather put the series on DVR (if I must) and take a Sunday.

8 Eclectic Cyborg  May 9, 2015 4:53:08pm

It’s not the customer service that’s the problem, it’s the culture. Comcast has practically ZERO competition in the majority of markets it operates in.

If you have no competition, then where’s your incentive to do…anything? As furious as these customers get, they can’t leave, they are stuck with Comcast because Comcast is the only game in town. Comcast knows this. They make these kind of announcements to make it look like they are fixing the problem when really it’s just a way for them to try to look good publicly.

Comcast has sucked the big one for YEARS. 5500 incompetent new reps won’t change that (note: said incompetence will be as a result of Comcasts training, not the intelligence of the reps).

9 Boondocksaint  May 9, 2015 5:12:52pm

I’ve had an internet service provider that did not have a monopoly. I’ve also had an internet provider that did have a monopoly. All I have to say about that subject is…

fuck monopolies.

10 calochortus  May 9, 2015 5:37:53pm

re: #6 Great White Snark

New paint on old house will not fix foundation issues. Why do they need so many and improved customer service reps? Because the policies suck so bad. Cut the cable and stream.

And therein lies the problem. Stream from where? We are very, very lucky that we just happen to have a line of sight to an excellent small ISP, but if we lived a couple houses down the street we would have no choice for internet except Comcast.

11 Amory Blaine  May 9, 2015 5:54:08pm

Admission is the first step on the road to recovery.

12 Eigth Immortal  May 9, 2015 7:47:02pm

I just love the cynicism of that article. It reminds me of an expression we have here in Philadelphia: “With Comcast there are two kinds of people; those who hate it, and the owners.”

13 Mattand  May 10, 2015 9:29:30am

re: #12 Eigth Immortal

I just love the cynicism of that article. It reminds me of an expression we have here in Philadelphia: “With Comcast there are two kinds of people; those who hate it, and the owners.”

LOL, I hadn’t heard that one before! Good thing to keep in mind as we watch their second skyscraper go up in Center City.

re: #4 sizzzzlerz

Maybe I’m one of the few lucky ones but my experiences with Comcast customer service, although rare, have been issue free. Both my cable TV and internet services, while too expensive, in my opinion, have been completely reliable for many years. I’ve read the many horror stories others have written regarding their trials and tribulations and they may very well happen to me tomorrow but for now, I think its fair to point out not all customers have experienced such hellish service.

My experience has been similar. I switched from Comcast to Verizon FiOS, but only because at the time, Verizon was offering a faster Internet speed for the same price.

I count myself very lucky in that, like you, I had almost no problems with Comcast. Part of that is me being technically inclined, and part sheer dumb luck. OTOH, I’ve helped enough people troubleshoot Comcast issues to know what a nightmare they can be.

I’m about ready to switch my dad from Comcast to Verizon. He would literally save about $700 a year for the same service (no, that’s not a misprint.) I think the problem is that at the end of the day, the Roberts clan who run Comcast just don’t give a shit as long as they have their billions.

Having said all of that: I’m under no illusion that Verizon is powered by rainbows and unicorn tears. They’re can be just as brutal as Comcast. I’ve just been very luck dealing with these two monsters.

14 otoc  May 10, 2015 4:20:52pm

Ah yes, I remember Comcast customer non-support. It pushed me to cut the cord, get an antenna and an AppleTV, Netflix and Amazon. Hopefully Apple pulls off the concept of choice beyond the new HBO offering.

One thing I didn’t catch in the article was from where the new 5000 employees were based out of: US, India, Ireland or where…

15 sffilk  May 11, 2015 11:58:59am

re: #3 PhillyPretzel

And that is why I spent $40 on an antenna for my HDTV. I do not want cable TV. I am happy with PBS.

I’d love to do that, but my neighbor did and he only gets two channels, neither of which is PBS.


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