Comments on: Comcast and the two faces of customer service http://blog.hanifinloyalty.com/2009/09/26/comcast-and-the-two-faces-of-customer-service.html Unbiased insights on Customer Strategy & Loyalty Marketing Sat, 17 Sep 2011 22:11:00 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Sometimes Even The Best Customer Service Comes Up Short | Loyalty Truth Blog http://blog.hanifinloyalty.com/2009/09/26/comcast-and-the-two-faces-of-customer-service.html/comment-page-1#comment-9111 Sometimes Even The Best Customer Service Comes Up Short | Loyalty Truth Blog Thu, 05 Nov 2009 04:43:05 +0000 http://blog.hanifinloyalty.com/?p=1736#comment-9111 [...] of Loyalty Truth already know where I’m going with this: right to my television set and Comcast. On these very Web pages, I recently wrote about my efforts to get my hands on a digital converter box from Comcast in order to receive a [...] [...] of Loyalty Truth already know where I’m going with this: right to my television set and Comcast. On these very Web pages, I recently wrote about my efforts to get my hands on a digital converter box from Comcast in order to receive a [...]

]]> By: Comcast Internet Theft http://blog.hanifinloyalty.com/2009/09/26/comcast-and-the-two-faces-of-customer-service.html/comment-page-1#comment-9106 Comcast Internet Theft Tue, 03 Nov 2009 01:20:19 +0000 http://blog.hanifinloyalty.com/?p=1736#comment-9106 I have gotten tired of dealing with CoNcast. They wont pay their bills, they owe me money. I recommend to EVERYONE a way to "get paid back" If you get a "hacked" coNcast modem, and keep your "basic" tv service, coNcast cant detect that you have a modem, and you get internet for FREE!!! Thatsa way to get them back at their own game. Them going and "looking" for these modems costs too much money, and they are untracable. The ONLY way to get these companies to listen, isto drive them out of business. I have gotten tired of dealing with CoNcast. They wont pay their bills, they owe me money. I recommend to EVERYONE a way to “get paid back” If you get a “hacked” coNcast modem, and keep your “basic” tv service, coNcast cant detect that you have a modem, and you get internet for FREE!!! Thatsa way to get them back at their own game. Them going and “looking” for these modems costs too much money, and they are untracable. The ONLY way to get these companies to listen, isto drive them out of business.

]]> By: Lisa Stephens http://blog.hanifinloyalty.com/2009/09/26/comcast-and-the-two-faces-of-customer-service.html/comment-page-1#comment-9080 Lisa Stephens Tue, 29 Sep 2009 03:07:16 +0000 http://blog.hanifinloyalty.com/?p=1736#comment-9080 Unfortunately, Comcast isn't in the business of providing customer service. We've all had a similar experience with a utility company, cable being worse than others in my experience. I go a long way to never use Comcast. There being no alternative for cable in Denver, I use it for cable TV only, keeping frustration to a minimum, and costs down as much as possible. Comcast triple play appeals superficially, since it alludes to conservation, in that all services appear to be provided through one connection, saving the customer time and effort through singular billing. Their wireless service is sketchy; spotty, in high demand and unsecure. They always overcharge, and make up the difference for themselves through excessive fees, and then as you well know, the service is non-existent. They've gotten away with their lack of sound business practices, being the only game in Denver, really. Our local phone company now offers decent broadband, effective wireless internet service in a compact and inexpensive package, thankfully. It's unfortunate that we really can't discuss these effectively in this way, since local government must have a say regarding distribution of these services. For instance, Verizon doesn't offer the sort of service you suggest here in Denver. Basic cable service is the only way I'll ever go with Comcast, it's at least less cumbersome, and their lowest price point. So far, I've had little interruption and no need to ask anything of them. Should be interesting to see how things are structured in the future. We can hope that the FCC will better regulate all services to make things safer for our kids online, and better accessible for emergency situations. As far as customer service, loyalty should be directed toward programs, not infrastructure. The wants, not the needs. I'd say there's likely a valid reason your converters aren't available in your market; and customer service representatives either aren't privy or aren't talking. Unfortunately, Comcast isn’t in the business of providing customer service. We’ve all had a similar experience with a utility company, cable being worse than others in my experience. I go a long way to never use Comcast. There being no alternative for cable in Denver, I use it for cable TV only, keeping frustration to a minimum, and costs down as much as possible. Comcast triple play appeals superficially, since it alludes to conservation, in that all services appear to be provided through one connection, saving the customer time and effort through singular billing. Their wireless service is sketchy; spotty, in high demand and unsecure. They always overcharge, and make up the difference for themselves through excessive fees, and then as you well know, the service is non-existent. They’ve gotten away with their lack of sound business practices, being the only game in Denver, really. Our local phone company now offers decent broadband, effective wireless internet service in a compact and inexpensive package, thankfully. It’s unfortunate that we really can’t discuss these effectively in this way, since local government must have a say regarding distribution of these services. For instance, Verizon doesn’t offer the sort of service you suggest here in Denver.

Basic cable service is the only way I’ll ever go with Comcast, it’s at least less cumbersome, and their lowest price point. So far, I’ve had little interruption and no need to ask anything of them.

Should be interesting to see how things are structured in the future. We can hope that the FCC will better regulate all services to make things safer for our kids online, and better accessible for emergency situations. As far as customer service, loyalty should be directed toward programs, not infrastructure. The wants, not the needs. I’d say there’s likely a valid reason your converters aren’t available in your market; and customer service representatives either aren’t privy or aren’t talking.

]]> By: Tweets that mention Comcast and the two faces of customer service | Loyalty Truth Blog -- Topsy.com http://blog.hanifinloyalty.com/2009/09/26/comcast-and-the-two-faces-of-customer-service.html/comment-page-1#comment-9079 Tweets that mention Comcast and the two faces of customer service | Loyalty Truth Blog -- Topsy.com Tue, 29 Sep 2009 02:48:44 +0000 http://blog.hanifinloyalty.com/?p=1736#comment-9079 [...] This post was mentioned on Twitter by Hank Scorpio, The Dude Dean and CakeHosting. CakeHosting said: RT @TheDudeofOrkut: RT @TheDudeDean: Digg: Comcast and the Two Faces of Customer Service http://bit.ly/Comcast2Faces #Business #SocialMedia [...] [...] This post was mentioned on Twitter by Hank Scorpio, The Dude Dean and CakeHosting. CakeHosting said: RT @TheDudeofOrkut: RT @TheDudeDean: Digg: Comcast and the Two Faces of Customer Service http://bit.ly/Comcast2Faces #Business #SocialMedia [...]

]]> By: Mike http://blog.hanifinloyalty.com/2009/09/26/comcast-and-the-two-faces-of-customer-service.html/comment-page-1#comment-9078 Mike Tue, 29 Sep 2009 02:28:35 +0000 http://blog.hanifinloyalty.com/?p=1736#comment-9078 Great article! I have had mostly bad or downright rotten Comcast experiences. Faulty service, long hold times, rude customer service reps, overbilling, etc. The friendly tweets are nice but don't make up for all of the conglomerate's faults and do little to solve realtime problems. Great article! I have had mostly bad or downright rotten Comcast experiences. Faulty service, long hold times, rude customer service reps, overbilling, etc. The friendly tweets are nice but don’t make up for all of the conglomerate’s faults and do little to solve realtime problems.

]]> By: ComcastMark http://blog.hanifinloyalty.com/2009/09/26/comcast-and-the-two-faces-of-customer-service.html/comment-page-1#comment-9077 ComcastMark Mon, 28 Sep 2009 16:37:02 +0000 http://blog.hanifinloyalty.com/?p=1736#comment-9077 I sincerely apologize for the troubles we caused. May I ask the exact address of the office you visited? I will definitely share your experience with my regional contacts so that the issues can be addressed. May I also know the phone number associated with your account? Thanks for sharing your experience through this site. Mark Casem Comcast Customer Connect National Customer Operations We_Can_Help@cable.comcast.com I sincerely apologize for the troubles we caused.

May I ask the exact address of the office you visited? I will definitely share your experience with my regional contacts so that the issues can be addressed. May I also know the phone number associated with your account?

Thanks for sharing your experience through this site.

Mark Casem
Comcast Customer Connect
National Customer Operations
We_Can_Help@cable.comcast.com

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