Clowncast. Call their cust reps in Taiwan, Mumbai, and Phillippines. Let us know if you can understand a word they are saying, but that is AFTER the hellish phone menu. Shameless CEO Brian Roberts approves of his business model.
Time to have unplugging customers turning off Comcast as they look elsewhere. I have been told so many lies by Comcast. They don’t respond to negative feedback from customers.
Comcast could fix 90% of their customer service problems by simply NEVER raising monthly bills without calling the customer and give them a heads up. Most people I talk to and myself included, get infuriated when their bill is $30/mo more than expected. I have no problems with Internet, TV or mobile phone service.
I worked there for 5 years, trust me what she said was so minor compared to what is really going on. Sales wasn't incentives, it was do or get fired. I avoided getting fired by 1 day because the District manager changed the policy. I am a tech rep, not sales.. If I wanted to sell I woulda sold! The entire time I worked there they insisted they were going to make the changes that she recommended. Never happened. I have seen people get fired over such heartless issues. It wasn't usual to see an ambulance pull up when you arrived at work and someone being carted out.
Comcast should really watch this. It's pretty insightful and basically free consulting advice for how to fix customer service problems. Can't wait to read the series from Adrianne.
Particularly it's crimnal CEO, the rapidly aging old fart Brian Roberts. Philadelphia turdball. Shameless. Worst company on the Globe and headquartered in a shithouse city. Full of homicides
As a Comcast employee, I think in needs to go both ways. Like if you call understand I'm sorry it's not working I want to fix it, personally fixing issues is the best part of my day. If you'd going to call in and yell and scream because you do not understand what an HDMI cable is it's going to be a lot harder to help you. And yes I can't get a tech out there for two days, its just like any other appointment based service the spots get filled and we have to go with it. I am a customer at a lot of places I spend the money I make but that dollar that I just uses to by a big mac doesn't make me better than every one else. I've worked a lot of jobs and I find people a sense of entitlement when it comes to cable a little crazy. TLDR: if you call in be nice and let's get it working together.
+Jordan Rupp Tell me about it bro. Tech suppourt doesnt inform customers about the 70 dollars charge of the trouble call. Custumer gets totally mad at you in billing. you cant give him the full credit because you have a limit and yet the supervisors wants only 100 on VOC...
As a former tech support agent. The main problem is the multiple 3rd party call center Comcast has contracted. It's over 80 of call center all over the United States, Mexico, India, and the Philippines. Each of those company trains their staff differently from other call center companies, and that's where the misinformation starts. These are agents that do NOT work directly with Comcast yet they handle Comcast customers.
I have been flat lied to by Comcast employees and have flat exposed the lies. I do not believe *you* either. I'd be a fool to buy into anything a Comcast employee says. If you don't like it, change it. Excepth I can't change my cable/internet provider - Comcast is the only provider and I live in a high tech-centric community.
Lol there is nothing agents can do to change it... there is this enps that they don't listen too and they want us to do calls in specific robots like style. Technicians bring about the most problem tbh. They never go. And then the 3rd party call centers. They are the worst
Vanessa Singh that's the reason i am so frustrated with comcast. I work as a 3rd party comcast tech support agent and due to bad reputation we r sometimes treated as scammers, sometimes we face racism, only thing is we do troubleshooting and try save cus's money by fixing their problem and cancelling tech appointment but if you dont do cancellation be ready to face charges that's why we have to cancel appointment by hook or by crook
I canceled my service on 10/13/2014 and was told I would receive a prorated bill. I received a bill for $49 with a due date of 11/13/2014. On 10/30/2014 I received a call from a collection agency. Comcast sent the bill to collections on 10/28/2014 a full two weeks before it was due! I was told that I would now have a lower credit score because of this and Comcast refuses to fix it
Employees are threatened with termination by the EVIL COMCAST!! They outsource to other countries thus distancing themselves and making it virtually impossible to speak with the executive offices.
I was supervisor representative for Comcast bullying and honestly, after my time there I found out Comcast sucks Foreals... How come for charge a Cx for sending someone to fix the boxes or do whatever the need to fix a service you're paying for? You pay a monthly rate for boxes then need someone to fix that? How come? On top of this they force us to sell then if you don't sell harassment to be sacked... How come didn't feel like I was selling a good thing I mean I knew it was going to cause them problems. The point so many lies to the Cx to close a sale. Like waive install charges or they visit.
This lady doesn't know anything. One appointment running over on time does not make you late all day. There are dispatchers that pull and assign jobs based on your ETA of the next job. Pulling back on contractors means that they have to hire and fire people every summer to ramp up production during the busy season. Field technicians have a productivity metric but it isn't that important or difficult to obtain a good standing on it. Also, an hour per visit? you're high if you think that's how it works. The time you are given to complete a job is based on the work you're doing. An install for 5 cable boxes, internet and phone can easily be 80 percent of your days productivity and dispatchers know not to assign work to you until the jobs complete.
I was a CAE for comcast wireless tech support, and yes we are FORCED to sell while fixing wifi issues, its not fair. I know how wifi is so troublesome because almost anything affects it, so we need to focus on fixing the issue, but recently they told us to add sales into our calls when we are done, which is stupid because I hate selling, I love helping and fixing things. So its not fair to force us to sell, just let us help the customer or else the service will continue to be ugly , thats a fact.
Due to the fact they understand their customers have very limited choices, when you know you have someone behind the proverbial 8 ball, you can then get away with just about anything because if they want any kind of service they will have to go through you. They can bitch all the want but you will pay that bill.
I agree with M. Bennett . Until people are willing to literally put their money where their mouths are they will always be taken advantage of. I think the old saying "Talk is cheap" is pretty accurate here. You can fill in the rest.
Majeed Belle I agree with you in principle, but for many people it is impossible to find a comparable service. I live in a major metro area with several broadband options, but there are entire swaths of the U.S. that are only served by one provider. Many people can't leave Comcast even if they wanted to (unless they are willing to go without internet access).
When you have no real competition, what did we think would happen!? For a lot of us it is the only option we have.... the service is crappy and the customer service is horrible. How do we stop it!? New monopoly laws that address these kinds of issues directly.
Ha! What Comcast customer service does, and I'm convinced they are trained to do it, is frustrate the customer as much as possible. In that way the customer will hang up out of frustration or start get mad and start yelling. So, then the customer service rep can hang up on them. Either way, the account wasn't cancelled....Mission Accomplished!
The problem is Comcast can say they will change but doesn't have to because it almost all their markets, it's either them or you tether your phone for all your internet usage. You don't have to be nice when you are a monopoly, you just have to provide a service to an extent that your are not sued for fraud. Once TWC is bought by CONcast it will be near impossible to get them to do anything but be terrible and we as the consumers have to suck up and deal with it.
I tried calling, texting and chatting online but no answer. Something is wrong. I can't talk to anyone because you won't answer phone. Overcharging on my autopay, that was supposed to be a discount with autopay. Company is on the downlow. Do not go with them. Whats bad is they are all out of control!!!!! Where is the FCC and the Government watching them? Its shocking that there are so many complaints with no help in sight!!!!!
im a tech support agent, and the insentives are very very high when selling! its insane, i can almost double my paycheck with that and im only a tech support rep and it sucks that i have to sell cuz we gotta deal with agitated customers and well... its hard and frustrating
Brandon Reyna i work as a 3rd party tech support with comcast and i am so frustrated that here we do not have provision to transfer the calls, neither we can schedule a tech. we only work to save the cus's money by helping solving their problem and we just cancel the technician appointment. Worst part is tech didn't showed up or intermittent issues which are most in florida. When we call cus to help them, they have already spent hours on calls with cae in Philippines or us that they dont even want to touch the boxes or modem
If only they would do away with the arbitrary data limits. Your imposing these limits in a time where homes with families are streaming all of their entertainment through tablets, phones and game consoles. And customer service is absolutely horrible.
Answer: Management. I suspect they are understaffed. If your cable goes out, that you know about, they don't prorate, though the recording claims they are aware of your problem. When you call, the menu will take 2 to 3 minutes before you get a person. I won't go into the hold times. My 84 year old mother just upgraded and even though she has been a customer for around 20 years they wanted a 2 year contract to waive the $100 service call even though she's been w/o a contract for over 15 years and they would have had to come out to fix the current box anyway. Bad customer loyalty. The people I've talked to are great. One saved her $17/month by disconnecting the Spanish channel that she has been paying for for 20 years.
I was a Comcast customer for about 10 years "Was" You were right in what is wrong with Comcast IMO spot on I think. Will they ever get it right? I have no idea. I wanted too work for them for a period of time I was a tech in the USN and though Comcast would be a great place to begin again. Then became disillusioned by the Costomer Support and lost interest. The ability too improve will always have to start at the very top Comcast has to want it bad enough to just go for it. I wish them good luck, but I don't think at this point they even have a game plan. So it can be fixed once and for all If that is even possible.
Fios is a better service and people tend to like them more. Comcast couldn’t have that so they started “legally” bribing landlords and apartment owners to force the service down customer’s throats.
This is why i hope they don't buy TWC as it is TWC is just as horrible as Comcast. Spent over a month trying to get my service moved to my new place. Constant "we don't know why the order was cancelled" followed by one rep telling me one thing the next telling me "don't know why they told you that we cannot do that" Just a bunch of back and forth "transferring you to this department, transferring you to this department, transferring you to my superior"
Hate to ruin your presentation but, we went with Comcast over 30 years ago when we became totally fed up with lousy service from AT&T. Over time we increased the services we use. Now includes cable, high speed internet and land line phone. Have had minimal problems which have been attended to quite promptly and with the utmost courtesy. AT&T has been after us for sometime. Mainly, we just discard their advertising. We have a friend who abandoned Comcast because of the cost. He went with AT&T, much to his regret. He is coming back to Comcast.
well sales are mandatory even though i am working indirectly with a partner call center . they are really pushing sales , about 4 sales per monthly cycle or fiscals.
So their issue is essentially bureaucratic ritualism. They have simply too many rules, and possibly from what it sounds like, too much incentive that they have actually lost sight of the company's original goal and in turn it has drastically frustrated the customer. And I would assume hurt their sales to an extent as well.
I tried for 45 minutes to cancel service, Eventually they said it was canceled. Months later they sent me bills I didn't pay them. They sent me to collections, what else could I do, they won't ever get a dime from me. It was 3 years ago now.
the real reason cx service sucks is because internal and external agents don't have the same training and or capabilities. so that great agent you talked to earlier who could do all of these amazing things was probably an internal agent with access to twice the programs I have. It's not that I'm incompetent, it's that Comcast didn't train me and wants me to do the same job for a fraction of the pay with a smaller fraction of the same tools
I dont infernal and why if you guyd threatan to cancel service you just dont do it??? and the worst part is if you cancel sooner or later you go back!! And also, if you dont have enough money to pay then dont even start up service! Go to the park and walk or do something instead of watching your tv
I have a friend who has this nerve-grating habit. I finally asked her what's up with it, and apparently people who do this are unintentionally doing it, sort of a subconscious way of asking, "Do you understand what I mean?", at the end of each statement. I understood what she meant but it's still annoying haha!
Idk ive got dish network. Its honestly the best set up and my.hopper has 2000 hours of dvr lol I dont watch tv enough to save 2000 hours. Very little signal loss too. Im not pushing for dish I just hate the cable companies and tired of them ripping everyone off
Newsflash. When you want tech support, they only want to sell you something. They train agents on support for like the first week, the rest of training is sales oriented.
Comcast business have no humanity, pandemic forces to close my business, and they refuse to help a five year costumer From home to business. They want to charge over $1800 for early termination fee after paid thousand of dollar and sometime for over charged . I just lost all my life Saving, worry to feed my family, mortgage, and put food on my table like million other out there . It sick to my stomach where, wonder how they can sleep at night. I’ll call fcc for help
Adrianne Jeffries explaining the sales numbers and incentives reminds me of working for Sears. Its becoming another retail company blatantly making their people meet these ridiculous numbers.
Today I called Comcast to cancel a service effective next week,....after endless transfers and nasty customer service specially from operators in the philipines,...up to this moment still not working, and all after I've been assured that everything is ok, well,...it's not, my customer service bad experience lasted since early morning today up to this moment that nobody even pick up the call, they are putting me on hold still as I type this 9;47pm, i speed test again and results are: PING 33MS, Download Speed 6.70Mbps, Upload Speed 4.23Mbps, all the while I am on a broadband plan claiming to be one of the fastest in the country and without discount, want internet service?...consider any other company.
I don't agree with the recommendation to tone down on contracting and outsourcing.... Comcast is able to keep their rates low to consumers in comparison to their competitors by contracting... When this is done in house it means now their cost of service will drastically increase, people will begin to switch to cheaper alternatives, or in instances were this does not exist disconnect services they do not use frequently... Holding contractors and outsourcers more accountable is a better approach....
There is no such thing as a poor CSR/Tech support agent. In a company run properly there are only good CSR's/Tech support agents or no agents. Bad agents only exist as a result of poor management. If they are poor the responsibility and cause is always poor management. There is also no such thing in these companies as 'incentives' so stop using the word. You cannot incentivise an employee by threatening them they will lose their jobs if they don't upsell, especially when to force them to do so is a breach of their own contract or negative to the customer. Having worked extensively for one of these outsourced companies in my country and witnessed the breaches of employment contracts, abuse of employees, data protection abuses and complete contempt for the client and its customers the root and branch problem is always management and the victims are always (but not limited to) the employee and the customer and the service they receive.
I'll tell you one of the main problems. Ignorance. People buy technology and dont know how to use it. There are a dozen companies in between you, and your service. Someone calls in because their phone isn't working on wifi. Lets just think about how many companies are involved here. First, the phone, samsung, then the software, Google's Android, if they're using firefox, thats mozilla, and lastly they're trying to get to facebook. So now we have facebook, Mozilla, Google, Samsung, and comcast that are all involved, with JUST GETTING TO FACEBOOK. something can be broken anywhere in that process, it could be facebook server down, it could be an issue with android, it could be an issue with the samsung phone, BUT everything is comcasts fault, because we are at the source of the connection. Customers dont understand that the break is beyond the comcast service. Yes sometimes the service is out, but its very rare. 90% of the time, customers lack basic skills in using their technology. We cant fix that.
I spoke to comcast for an hour and half just to enable bridge mode on my modem/router. They hung up on me l called back and they hung up on me again never got it bridged . Verizon Fios has such better Customer service and prices. I might be switching back.
I've been lied to constantly by the outsourced customer service or they repeat to me what i just told them or they put me on hold for 10 minutes at a time to tell me what i just told them... Liars and swindlers the lot of them... They gotta be traveling in a clown car...
SPIN JOB !! this doesn't even come close to explaining the bad customer service that my friends have experienced. The lies, the inconsistency, the bullsh*t. Comcast only cares about $, not customers. How far do they think this attitude will get them?
They're basically pure evil, and then wanting a virtual monopoly in most major markets proves that. Time Warner is horrible but Comcast Time Warner is a nightmare for the customers
Tone down the incentives? The based pay is complete rubbish! If you take away or remove incentives the based employees couldn't survive at the job. What they should do is increase or provide an incentive for solving the customer issues.
We were going to get comcast, we had horrible customer service, there were even people who came to our home about to dig out wires after we said we didn't want comcast, luckily we were home, or we would be without any cable.
They need to stop doing their stupid "promotions" and making me call every year after my bill massively goes up with no warning, only to have them give me a "discount" anyways.
Glad I don't have Comcast, couldn't even get it as it's not the cable provider that services our area, but they're all pretty much monopolies, usually an area only has one broadband provider, if you're lucky 2 or three. Compare that to the way it was with dial-up-slower, but a lot more choices.
My 2 year contract is up today with Comcast. Tomorrow, Direct TV is installing new service and the next day I'm calling Comcast to cancel service. If they try and talk me out of this, they will be told, sorry! I had Direct TV installed yesterday so your service is disconnected. Bye, bye Comcast
it's simple. they have a monopoly in certain areas and can do whatever they want. where I live Comcast is the only option I have besides satellite. however that does me no good because I need Internet for my job. I've had t change my plan 5 times to get the package I originally ordered before I moved to my home. since there's no other options they do whatever they want. the Internet speed they advertise doesn't exist. I'm not even getting half of the speed advertised. since they are switching to x one or whatever it's called, everything I originally ordered is now part of that service plan. which I can't get because I'm locked into a contract. I'm really hoping Google fiber takes off everywhere.
Really? Are they actually making excuses for comcast? Seriously, as a paying customer for these overpriced services, I don't wanna be hearing EXCUSES about why things can't get done within a multi-billion dollar company. I'm terribly sorry things are so hard for the employees, wahh, blah blah blah. If Comcast was GIVING away cable/internet service for free, then I wouldn't complain one bit about lousy customer service. But it's NOT free, and I'm not paying to hear lame-assed reasons why customers aren't getting the goods that they have paid for. Last I heard, this was called "robbery".
It is not sooo bad, they simply don't have customer service. PS. What about Ebay.com CS? What about modem changes? I have perfectly fine modem DOCIS 2.0 which can do easily 100Mbps... I use 25Mpbs and my modem is on "end of life" so... I need modem. BUY, BUY and BUY!
Hidden charges, bare minimum refund when the service isnt working, short customer service. They have attitude that they dont care about if hte customer leaves, no one is valued. This is because they can afford it.
If Comcast is a national and not an international company. Then they should have Americans whom speak the American language of English. (Funny American, English). So the customer can be understood and the customer can be understand who is speaking to him. And the call centers should all be in the United States and not on a remote island that nobody knows where. And if they have Comcast in other countries then the same should be true there. And if any other business rep is reading this, get a hint. It's true in every big company.
