Comments on: Customer Service, Bad and Good

By: DeCo

DeCo — Sun, 15 Apr 2007 01:47:44 +0000

Not for nothing…but being someone who used to be a CSR for *** (a major cable company) its really not their/our job to know ANYTHING about your personal equipment. Sure it would be nice if every rep just so happened to be consumer electronic Guru’s, but to hire that level of competency would cost a fortune and somehow I doubt that you want to pay more than what you already do for cable. While technically the rep was wrong in saying that your Tivo was incompatible, what he should have said was “Sir, we do not offer any level of support for your personal electronics, and if you would like support you will have to purchase (rent) our Comcast branded DVR”. The idea that the rep should ask around, or “bump it to the next level of service” is just silly. Sure the first rep phrased things poorly, but none the less a YP is a YP not an OP (Your Problem/Our Problem…CSR slang)

By: Anonymous

Anonymous — Sat, 17 Mar 2007 02:41:28 +0000

Comcast is the most difficult company I have ever dealt with. Since they dropped the movie stations I watched from their $14.97/month service I reluctantly decided to upgrade which requires a service call. I waited from 1:00 til 8:00 yesterday and from 11:00 this morning. Lots of apologies when I kept phoning but no results. Waited 15 minutes on hold for supervisor who said cable guy would call back immediately. No call. Tomorrow I plan to cancel upgrade; if regular stations came in at our apt. building without cable I’d quit the entire mess. What a bunch of inefficient employees!

By: Susan

Susan — Fri, 09 Mar 2007 15:55:30 +0000

Owen - I agree - there should be a way to fine companies for poor customer service.

BTW, Dougal forgot about the part where the Comcast rep put us on hold for quite a while and *supposedly* talked to his supervisor, and then told us that his supervior comfirmed that Comcast would not work with TiVo. Of course, I’m sure his supervisor resembled a coke and a snickers bar from the snack machine while we were on hold.

By: Cynth

Cynth — Thu, 08 Mar 2007 09:47:05 +0000

You’re justified; calling Comcast FIRST is the logical course of action. After all, Tivo didn’t shuffle the channel lineup.

Don’t get me started on telecom oligopolies. Here in San Diego we have Cox Cable & Time Warner neither of which overlap in territory (no competition), both of which gouge us for almost $50 per month for a bunch of vapid channels.

By: Commenting on Dougal’s Customer Service Story Boldly Going

Commenting on Dougal’s Customer Service Story Boldly Going — Wed, 07 Mar 2007 22:42:47 +0000

[...] on the Left Coast, and Mediacom is right in league with the level of customer service that Dougal is describing. And to show you what trained monkeys we (customers) are to them, I’ll [...]

By: Owen

Owen — Wed, 07 Mar 2007 22:42:42 +0000

What we really need is some way to fine an organisation for poor customer service. Now that would be cool …

By: Boldly Going

Boldly Going — Wed, 07 Mar 2007 22:39:01 +0000

Commenting on Dougal’s Customer Service Story…

I’m on the Left Coast, and Mediacom is right in league with the level of customer service that Dougal is describing. And to show you what trained monkeys we (customers) are to them, I’ll elaborate.
Just prior to the new year, I had returne…