Comcast Q&A

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Permalink Reply by Scott Westerman on May 18, 2008 at 10:35am

I meant to tell you that pixelations and black outs shouldn't be happening. We can fix that.

We are also testing an "all digital simulcast" or ADS of our entire line up, which should significantly improve the quality of those old analog pictures on your set. That does not carry an extra charge and we can put you on-line for that enhancement, too.

One of the things we've found as we've moved into the digital domain is that the home wiring plays a critical role in the signal integrity. We often have to rewire, replace fittings, remove radio shack splitters, etc.. But the payback for the customer comes in much better picture quality and faster Internet speeds.

Send me a note to scott.westerman@comcast.net with the details and your contact information and I will schedule a visit to give you a much better recording / viewing experience.

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Permalink Reply by imouse1 on May 16, 2008 at 10:33pm

I think that since no one else has asked it, I'm going to. What's the deal with the customer service office?

I mean, not to be rude or anything but...seriously? I've worked customer service, I know how hard it can be to deal with unhappy people. But that office seems extremely maladaptive to the uses that it's supposed to be for. Generally speaking, I'm not calling to have a nice chat over tea. I'm calling because something's wrong. I call this Redenning: Level 1. Then I go through guiding myself to what I want to talk to someone about. Not bad, cuts down on my time. I love the idea of saving time.

Then you wait to talk to someone. Sometimes you get a weird beeping that occurs every thirty seconds (a reminder I'm convinced whose sole purpose is to let me know that I'm still alive). Sometimes it's music that companies think is soothing despite the fact that more noise is just going to anger me further. Annoyed: Level 2.

Then, if we're fortunate, someone answers without hanging up on me. I'm just going to put it out there but I'm pretty sure that since Comcast uses headsets that there's no possible way they could accidentally pick up a phone from the hook and drop it back down. Then we have to start over while stewing over the problem that caused us to call in the first place. Angry: Level 3.

Call back, repeat the process. If we get a human being our hackles are lowered a little by knowing that at least the person lives somewhere in the U.S. we can readily identify. However, despite the fact that I've oriented my phone call twice toward the desired objective, the person still usually has to ask me to repeat the problem as if they're not sure why it applies to them. Or, assuming that they understand why my phone call was oriented to their direction, they still need to ask someone else how to interpret my question. Developing a slow tick: Level 4.

One of two things always happens at this point. Either they schedule a service or I am told there is construction far, far away from me and that I shouldn't be experiencing any issues but to try, once more, hardbooting all of my hardware and to call back with any continuing issues. Sometimes, the problem magically disappears all by itself after this last hardboot--despite the days of attempts I had already put into it. Fine, whatever, at least I can e-mail my essay in before it's late. However, there are times where that's not even an option and they just tell me that I have to schedule someone to come out to look at my modem. Fine, whatever, at least something's happening at this point. I'll clear the afternoon, wait for the guy not to show and receive no phone call. What? No phone call? In every customer service job I've ever worked in, that would be completely and utterly unacceptable. Why is that? BECAUSE THEY ASKED ME TO CALL THEM IF ANYTHING CHANGED. >.< Ire: Level 6.

The next day I have to call back, repeat back all of the names and codes that I have gathered and ask what went wrong. Half the time it's because the guy fell behind and didn't want to impose on us at the late hour of 1800 (though I could have been waiting since 0900 in some cases), some of the time it's because the date was entered wrong and what they meant by Tuesday was the first day available this week was they scheduled it for Tuesday two weeks from now, and the rest of the time it's because there's no possible way they can make a phone call. SAY WHAT? I will never forget that conversation as long as I live. I literally sat on hold for three hours between five people as I was transferred around the office, they made inter-office phone calls on another line, hung up on me, apologized, called the contractor, hung up on me again, didn't care, then explained to me that the reason I didn't get a phone call was because they can't dial out. Meltdown: Level 10. Missing levels? Yeah, well I'm missing my sanity at this point. If I had two weeks to wait I wouldn't have called you and asked for your first available time. If I had nothing but time on my hands to cancel and reschedule appointments with tutors, doctors, etc. then I wouldn't be in school, etc. If I wanted to wait all day at my house with no internet to do homework on and PBS to watch, I wouldn't have your service. If I didn't want you to call me and tell me if there's going to be a change I wouldn't give you three alternate numbers to reach me or members of my family.

But I think the worst part about it is when you ask to speak to a manager about all of this, the CSRs have to consult each other about whether or not I'm allowed to do that. And nine times out of ten when I ask that, I get hung up on (big surprise). I think that in all the times I've called I've had maybe two people that either 1) Knew what they were doing or 2) Were nice enough to pretend that your services are worth the eight-hour recovery period for my blood pressure after every phone call I make there. I pay over $200 a month in services that at least once a month I have to call and find out why my internet isn't working all of a sudden, why my guide isn't downloading any information, why my box won't store recorded information, etc. etc. etc. etc. >.<

So I guess my question about your customer service is...where is it?

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Permalink Reply by Scott Westerman on May 18, 2008 at 10:19am

IMouse!

I gotta learn the real name behind that interesting avatar.

Thanks for the feedback. I can tell you that over the last year we have significantly expanded the number of customer account execs (CAEs) we have in the Albuquerque office, and have enhanced both the technology and training they receive. We continue to invest with more improvements coming this year. We still don't get it right all the time, but we think we're making progress.

Naturally, I'll be sharing this post with our Care Center Director, but would love to invite you to come by our place and share your comments with the leadership team in person. I'll also be delighted to give you a tour of the facility so you can see, first hand, who the people are that are on the phone and ask them any questions you may have directly.

Shoot me an email at scott.westerman@comcast.net with your contact info and we'll schedule a visit. I promise it won't raise your blood pressure.

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Permalink Reply by imouse1 on May 22, 2008 at 1:24pm

The name imouse1 came from when we first had dial-up and I was subscribing to the garbage dump (remember them?) logon and Mouse wasn't an option. My illiterate 9 year old self put i in front then it wasn't an option so I started going through numbers (0 was taken) and landed on imouse1 lol. I use it for everything now, it's easy for me to remember just not very easy to convey over the phone.

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Permalink Reply by awnm on May 16, 2008 at 10:43pm

Here's one I've yet to find an answer to...

I have Extended Basic video service and high-speed internet. I also have an HD tv that has a "CableCard" slot in the back that is suppose to work with the cable operator to give me HD tv.

My question is, do I have to upgrade to Digital Cable to get the capability of the CableCard?? I'd rather not as there are no channels on digital that I'm willing to pay for, but would love to have the HD versions of channels like ESPN and TNT that I already have.

Is there any way to get these HD channels without having to go to a full digital package?

On a side note...any idea when KRQE will be carried in HD on Comcast? I heard last year that it was some kind of contract dispute holding it up. We get channel 13 HD on comcast and I can chuck my antenna!

Thanks!

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Permalink Reply by Scott Westerman on May 18, 2008 at 10:27am

Sounds like you're doing the same thing I am to watch KRQE in HD. Living near Paseo and Ventura, the rabbit ears work great, but are still an inconvenience.

KRQE must give us their consent to carry their signals and, so far, they haven't done so with the HD stuff. We continue to negotiate and are hopeful that we'll make progress this year.

We do support cable cards at Comcast, although, like most new technology, we've had some bumps getting the cards to work properly in some sets. They eliminate the need for a box, but you still need to subscribe to the HD package to receive the programming. Cable cards are also, at this point, only one-way devices, so you won't be able to take advantage of Comcast On-Demand functionality without the box.

You probably know that the broadcast HD signals (except KRQE) are part of our lowest price basic package. If your set has and HD tuner, plug the coax in and you should be able to see them.

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Permalink Reply by Robert S. on May 20, 2008 at 12:03am

was it you that got "Comcast Cares Frank" on twitter? "Comcast Cares Frank" went on the podcast THIS WEEK IN TECH (TWIT) this week to answer something about comcast internet and he mentioned something about a Scott in the Comcast Albuquerque office getting him on twitter.

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Permalink Reply by Scott Westerman on May 20, 2008 at 7:23am

Yup. I've been an unabashed geek for years, we before I got my amateur radio license back in 1981.

I had the honor of being an early podcaster and knew of Leo, Doug, et al before they were famous.

Frank Eliason, who is @ComcastCares over at twitter.com, is leader of a team of Comcast Special Agents who watch the blogs and assist customers who frequent the social networks. I was one of the beta testers at Twitter (Pownce, Joost, too) and turned him on to the opportunities over here.

You can ping me as @wscottw3 over at Twitter.

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Permalink Reply by Scott Westerman on May 20, 2008 at 9:56pm

Update: Here's a link to a story about our most recent customer service ratings.

While the overall corporate rankings aren't where we want them to be, We are making some substantial progress here in New Mexico. I've been serving you for about 15 months and during that time, our investments in additional technology and people have improved service levels in our Albuquerque call center and have given us additional resources improve the customer experience.

Are we prefect? Far from it, but the 600 plus Comcasters who live and work in your neighborhoods have that goal in mind every day.

I appreciate the dialog we're having here on Duke City Fix (Thanks Chantal!) and encourage any of you who are having less-than-excellent Comcast experiences to contact me directly, by email to scott.westerman@gmail.com or on my direct line 761-6201

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Permalink Reply by LenR on May 21, 2008 at 7:44am

Thanks for putting yourself out there in such an open and informative way. Reaching out to existing customers, potential customers, and ex-customers this way is a great example of brand strengthening and enhancement. Well done. I hope your bosses are taking note!

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Permalink Reply by Scott Westerman on May 24, 2008 at 10:15pm

Getting Help from Comcast:

For the vast majority of our customers, your local Comcast team is the first, best resource for all your video, high speed internet and Comcast Digital Voice telephone questions.Our nationwide, toll free number, 1-800-COMCAST automatically directs your call to the Albuquerque call center.

6 Ways (plus 1) to Contact Us

Direct connect with the New Mexico Area Vice President - We're over 600 local men and women who live in our community and are dedicated to serving you. If the normal chain of command can't answer your question, you can contact me. You can send me an email to scott.westerman@comcast.net, ping me via twitter.com @comcastscott or call my direct line at 505 761-6201.

http://www.comcast.com/Corporate/Customers/contactus/ContactUs.html

We are here to help, and through our 6 ways to contact us you can interact with us over the phone, email or chat. You can also ask our interactive Q&A tool to obtain answers to common questions or take part in our online help forums. Beside these great ways to contact us you can share your feedback with Rick Germano, SVP for Customer Service and his team. We are here to assist and we want to hear from you.

Besides all these great way to contact us, you can join our conversation on Twitter.

@ComcastCares - If you're a fan of www.twitter.com, you probably already know that we hang out there and regularly search for posts with "Comcast" in the text. We do it to try to proactively engage when you need us most. Ping @ComcastCares from Twitter and we'll see your 140 character message.

We_Can_Help@cable.comcast.com - This special email address is a direct line to our agents that assist on Get Satisfaction. In order to best assist we do need account information, such as the phone number listed on the account, as well as a contact number to speak to you. Although we love electronic means of communication, there are times where a conversation is the best way to assist. We're here to help.. when all else fails.

Comcast's social network outreach is part of our continuing investment in customer care. We see excellent customer service as a competitive advantage, and while we don't always get it right, our goal is to build great relationships, one person at a time.

Thank you for allow us the opportunity to assist!

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Permalink Reply by Albuquerque Commentator on May 25, 2008 at 8:05am

I do appreciate you "exposing" yourself on DCF.

I wish the City Of Albuquerque, Bernalillo County, State of New Mexico on up would follow the same model and have each of their elected officials and department heads create similar forums.

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