Who is hoarding the Comcast repair folk?

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Permalink Reply by Stephanie on April 21, 2008 at 2:22pm

So, this is what I learned today: Comcast has Twittered fixers!

Comcast has "fixers" who make sure that bad Comcast experiences like mine get corrected. Customer complaints are Twittered and emailed to them!

I emailed Frank (Frank_Eliason@cable.comcast.com or Twittered at Comcastcares) from Comcast after seeing a post on Consumerist about their new customer service push.

After that one email, the local Albuquerque "fixer" got involved (scott.westerman@comcast.net), and there was a technician at my house within an hour.

Nick the nice technician appears to have fixed the problem completely. No having to grovel to Qwest!

I have internet, my online students get their documents on time (okay, they're not cheering that), and the universe is once again inter-connected.

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Permalink Reply by Scott Westerman on April 21, 2008 at 2:58pm

Hey Stephanie!

I'm glad you got through to us and hope you got the email I sent you this morning. Looks like we've got everything fixed and Trisha has you squared away from an account perspective.

I've been a Fixer for a while and have my contact info floating around this site, but to reiterate, should you or any fixers run into issues that our normal chain of command can't handle, write to me:

scott.westerman@comcast.net
@wscottw3 on Twitter.

I expect your Comcast relationship to be smooth sailing from here on out.

Thanks again for your business!

Scott Westerman
Area Vice President
Comcast Southwest
Hotline 505 761-6201

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Permalink Reply by Scott Westerman on April 21, 2008 at 3:26pm

Hey Sarah,

A couple of thoughts for you to consider.

As consumers we definitely need to communicate what we expect. When any company drops the ball, the company needs the feedback to fix a break in the process. Being clear about what you want, and calmly but firmly communicating same Isn't "whining" and helps all around.

As a company, we need to know when the process isn't working. Here in ABQ alone, we do north of 100,000 customer contact transactions a year. Even if we blow only 1%, that's still a thousand like Stephanie, who need to tell us what went wrong so we can fix it.

I enjoy hearing when we do something right, but appreciate even more when a customer gives us the gift of feedback when it's not right. That's one important way we learn and improve.

I'm happy to talk with you by email, phone or in person, if you'd like to learn more about the things we do to try and improve the value proposition for Comcast customers here in the Duke City. It's our passion.

Best regards,

Scott Westerman
Area Vice President
Comcast Southwest
Hotline 505 761-6201

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Permalink Reply by rf on April 21, 2008 at 4:48pm

I recently moved and had a bad experience with Comcast on the transfer of service. When you schedule an appointment with Comcast and no one calls or shows up, it's really pretty aggravating. When no one showed up in the two hour window, I called and was told someone would be over in twenty minutes. After about an hour, no one had showed up, so I called again. I was told it would be an hour. About an hour and a half later (i.e. several hours after the scheduled window) the guy finally shows up. He was not friendly despite my attempts to converse with him and I NEVER got an apology from anyone- not from the two people I spoke with on the phone nor from the technician himself. Frankly it was a waste of my day to sit around my house waiting for the tech to show up.

At my old place, I got extended cable for free- just had to pay for the basic plus internet. Ok, I know this is illegal, but you have to understand I watch very very little TV (I only have Comcast for internet service). I wish I still had extended for the rare occasion I wanted to watch Food Network or HGTV. Anything you could do for me there, maybe as a nice apology for bad service? ;)

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Permalink Reply by Scott Westerman on April 21, 2008 at 7:10pm

Send me the details to scott.westerman@comcast.net. We will make it right.

Scott W.

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Permalink Reply by Drew on April 22, 2008 at 6:10am

I had the same crappy service when I had Comcast. I loved the broadband internet (so fast), but every time I had a problem I would get the same crappy service and couldn't take it anymore. I switched to Direct TV and the techniclal support for the internet is even worse!!! I called to have someone take a look at a connection issue and I got the same no show service. Thank gosh I don't have too many issues with it, but I think it's just the mentality of most repair people. We need them more than they need us.

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Permalink Reply by Scott Westerman on April 22, 2008 at 7:55am

I definitely agree that we still have things we can improve. Over the last 12 months, we have brought in new leadership and have significantly increased both our call center and technical staff. I'm pleased with the improvements we're making, both in productivity and in customer satisfaction, and there are more investments coming this year which will hopefully further enhance the customer experience.

We continue to work on tweaking our service processes. They aren't perfect, and we need feedback to zero in on root causes. Stephanie's situation helped us find a small glitch in our trouble ticketing system. We're fixing that. Randy, I need to know dates and details of your situation so we can make sure we have addressed it. If you're still unhappy with the resolution, we'll address that too. Write to me at scott.westerman@comcast.net.

The bottom line is that the Comcast team here in ABQ cares deeply about our employees and our customers. We've invested in strengthening the organization that serves you and will continue to do so. Service is our passion and excellent customer interaction, one by one, is how we measure success. Thats one reason we reach out to places like the Fix to seek out ways we can do better. We don't claim to have everything perfect yet, but that's the goal.

Scott Westerman
Area Vice President
Comcast Southwest
Hotline 505 761-6201

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