Posted tagged ‘Comcast’

Comcast Allegedly Wants To Silence The Public

March 4, 2008

We ran across this video earlier today. Thought it was interesting, but is that what really happened? Or did the producers hand someone a script to read off camera? Was anyone there? I’d love to hear how it really happened. 

 How ’bout it?

Comcast Is Taking the First Step in The Relationship Economy

February 20, 2008

comcastlogo_75x75.gifHave you ever wanted something done, but didn’t know how to go about accomplishing your end-goals? Everyday, we all complain about something; whether it’s service we receive or the price we pay for products – like gasoline, we all complain about something. Doing so, doesn’t make us whiners or complainers, but rather most of us simply want something more from some aspect of our lives.

That was the intent of the recent posts about Comcast. I didn’t know how to go about achieving an end-result; for the most part, I wasn’t even sure what the “end-result” really was. I was just lamenting the poor customer service I received from Comcast, and therefore didn’t realistically expect to accomplish anything noticeable.

However, my laments were heard by one of the executives in the Comcast Corporate Offices, and that got the ball rolling. Since I am on Facebook daily, I have started to send a link to my blog to about three dozen or so “friends.” Unbeknownst to me, there were two or three businessmen who were working in the background establishing what would soon be Facebook’s own “supergroups” where people could express their concerns, complaints and praises about Fortune 500 companies.

Well, my recent post, If Comcast Had Only Known…alerted the higher-ups at Comcast that someone was making a blog with their name in the title. As a result, I received a phone call yesterday from one of the execs, which led me to post Comcast is Embracing The Relationship Economy!

Since I forwarded the link to some members of Facebook, I received an invitation to the group, “The Conversation on Comcast ,” which again, unknown to me, the founders hadn’t planned to launch just yet.

But the fact is that I had established a contact within #84 of the United States’ most profitable companies, and they (the founders) weren’t going to let that slip away. These groups, “The Conversation on Comcast” etc., are designed to allow the most profitable companies around this hemisphere to literally get back in touch with their grass-roots. This group, or “supergroup,” is designed to allow people to connect, collaborate and share about Comcast. To air their grievances, if you will.

Within the group, Comcast will hear what we, the people, are saying. They will learn what we, the people, feel is important about their cable service, etc. There is one person from Comcast who has joined the group, and hopefully that is just the start. We hope to get many more execs from Comcast into the group so that they can learn about the issues we, the people, feel are important to stellar customer/client services.

Okay, Mark. What’s the point?

Haven’t you ever wished that you could get the chance to make a change in policy rather than simply whining about it? This is that chance! Engage The Relationship Economy by using the social network to voice YOUR opinion.

How ’bout it?

Comcast is Embracing The Relationship Economy!

February 19, 2008

customer-service.jpgAs of late, I personally have been rather hard on Comcast and its customer service department. However, just a few minutes ago, I received a phone call on our land-line, not my cell. Usually, when there is a call in the middle of the day, it’s someone asking for donations or wanting me to buy something, so I’ve learned to be skeptical when I answer our home phone.

The voice from the other end of the line gave me his full name and said he worked for Comcast in the Corporate Head-Quarters, and he read was calling about my blog.

“Oh,” I said as if I had been turned in for writing profanities on the bathroom wall in elementary school. Totally caught off-guard, I asked him to repeat his name and tell me again for whom he worked.

“Frank Eliason,” he said, “and I actually work for Comcast Corporate.” So I was speaking with someone who could actually do something about the service provided. As my mind was still trying to get a grasp on the fact that someone who could really do something about my recent blog topics, Frank went on to explain that Comcast is trying to improve on customer satisfaction. He said that Comcast has not always had the best customer service, and that they are beginning to implement new tools and techniques which will enhance the customers’ experiences.

What shocked and surprised me most of all was that Comcast, the cable Giant, was now beginning to engage The Relationship Economy! With the number influential bloggers and online social networks, companies must find a new way of maintaining customer satisfaction and creating customer loyalty.

Comcast is one of the first companies to “adopt” these new methodologies and communication techniques. By paying more attention to blogs and client forums and networks, Comcast is setting the bar very high, indeed, for all companies wanting to compete with them – and for businesses in general!

Kudos to you, Comcast!

How ‘bout it?

Comcast Needs to Rethink Relationships!

February 14, 2008

relationshipeconomy-mid.jpgHow important are relationships to you and your clients?Apparently, Bellsouth/AT&T are more concerned with establishing and maintaining positive relationships than Comcast, the cable television and cable internet giant in middle Tennessee.

On February 12th, we called Comcast to request a service call to put in an internet connection on the second floor of our house. After about 10 minutes of explaining that all we wanted was another line put to the upstairs from the box outside, and that we did not want to run a wall fish or hook up a home-network, the Customer Account “Executive” scheduled a technician to come to our house and do the appropriate work on Friday – three days later, between the hours of 12 and 3 pm.

 So we planned our schedules around our being here from noon until we had to pick our son up from school at 3:00. By 2:20 on Friday afternoon, we were beginning to get a little concerned about being able to get to school by three.

About 2:40, a contractor called to say he was on his way and would be here in about 10 minutes. So we spent two and a half hours sitting at home waiting for someone who wasn’t going to show until the window almost closed. The frustration built.

The service tech was named Nathan, and he did an excellent job while he was here. After explaining what we wanted, he told us that though he was supposed to pu in a wall-fish, we didn’t need one – and it would save us about $20 since he was going to simply run a line up to the bedroom.

Again, the service Nathan provided was fine, except for the fact that he put a splitter in the box outside so we could have two internet connections off the same line. Surprisingly, Comcast called the next morning to inquire if the service was satisfactory. We replied that the “service” was fine, but now the computer was running slow while opening and surfing the internet.

The person who called – she didn’t give me her name – asked me to hold while she transferred my call to a CAE. Once again, we spoke with someone and explained that the last time our computer ran this slowly, the service technician fixed the problem by removing the splitter from the outside box on the side of the house. Again, the frustration built.

The woman on the phone said that we probably had spyware on the computer, but she scheduled a service tech to come try to fix the problem almost a full five days later between the hours of 8 and 11 am.

We explained that because we work from home and primarily online, the sooner the service tech could show the better. The Frustration built.

Monday morning, we called the phone company because the phone in the bedroom/office was not working, and the next day – less than 24 hours later – a service tech arrived at our door and within about 30 minutes, the problem had been resolved! But we were still waiting for the internet connection to achieve the “lightning-fast download speeds” that Comcast boasts.

Thursday morning arrived, and we had arranged our schedule to be at home, but not dependent on the internet between 8 and 11. About 9:20, someone from Comcast called to “remind” us that we were scheduled to have a service call between 12 and 3 this afternoon! ARRRGH! We wanted to scream! And again the frustration built.

We calmly but decisively explained that we had arranged for the service call to be between the hours of 8 and 11. Fine. Glad that was taken  care of… But at 10:07, we decided to call Comcast to make sure that the service tech was going to get here within the hour, and Mary, who was just so lucky to take our call, said, “I see down here that you are supposed to have a service call between 12 and 3.” Frustration…reaching… breaking…point!

God bless Mary who-couldn’t-give-her-last-name! She was patient and understanding – even empathetic. Though I tried to remain calm, I knew my blood-pressure was through the roof. I explained the problem again, and told her of the previous call “reminding” us of the scheduled service call. As she tried to find a solution, I cut her off and said, “I understand that you don’t have anything to do with this issue – I haven’t spoken to you before. So can I speak with your supervisor?” Frustration still builds.

She asked if she could put us on hold just for a moment so she could check to see what actions had been taken, and when she came back after about 2 minutes, she apologized for the problem and indicated that she could not tell who had called to remind us earlier. We talked about what actions had been taken and what the outcome would likely be, but here it is, 11:07 am and still no one has shown up.

Sucks for you…

What the point to this entire post is that it seems like whenever Comcast wants to schedule a service call, they can. Because they see clients as a “number” rather than as individuals – each with different needs and concerns – they feel they can do as they please. We cannot hope for better customer/client service as long as the main vendors of services fail to see the value of building Relationships with their clients! Better yet, the entire customer account “team” at Comcast needs to buy and read The Emergence of The Relationship Economy!

How ’bout it?

P.S. Can anyone make a suggestion for a good ISP offering broadband connections?

Are You Talkin’ to ME?

February 11, 2008

customer-service.jpgThe folks at Comcast need to hire social networking guru Jay Deragon to give a training class on the best ways to enhance customers’ experiences with their business. In his recent post, Jay relates the woes of trying to call Bank of America only to become increasingly frustrated with the whole experience.

We’ve all heard the canned message, “Your business is important to us and we value our relationships. Please stay on the line until our customer service representative can assist you.”

Because of a recent decision to move the computer from the living room to the bedroom, we had to get an internet connection placed upstairs. Since we are Comcast customers, we called to schedule a technician to come out and provide us with a new connection. After sitting around waiting for the tech to show up in that three hour window they gave us, he finally showed.

The service was great, and we got the computer moved, but the reason for this post is what happened next: Less than 24 hours after the service call, we received a follow-up call to make sure that everything was to our satisfaction. After explaining that the connection was slower than it had been, and that the last time we reported that it was this slow it was because there was a splitter inside the cable box, the customer account executive who was fielding my call said, “Well, you probably have some spyware or other adware on your computer, so I don’t think it’s our problem.

We regularly delete the cookies and additionally have two anti-spyware/adware programs running on our computer all the time. As we were explaining this to the “executive,” she said, “The sweet tea is mine. They didn’t have any. They gave us a discount and they gave us the stuffed mushrooms for free.” SHE WAS TALKING ABOUT HER LUNCH ORDER WHILE ON THE PHONE WITH A CUSTOMER!!!

Then she came back to us, “I’m sorry, sir.” Nothing. I knew exactly what had happened and wanted to let her know I didn’t appreciate it. So I waited and said nothing. “Sir?”

Doing my best Robert De Niro impression, I asked, “You talkin’ to me?” She responded by apologising profusely and saying that she couldn’t believe she did that. “That was very unprofessional of me,” she said, “and I do apologise.”

I told her I accepted her apology, which I did, but reading How Does Free Impact Your Business?, I began to consider the number of customers/clients to whom she’s done the same thing.

How are we supposed to feel that we are important to service providers on whom we depend daily, if their representatives do not respect us or our time?

How ’bout it?