Once again Comcast drops the ball.
We were having internet issues, call them, long wait... "If you'd like us to call you back in 5 to 7 minutes, press 1". Sure, beats waiting and listening to your hold music.
Wait time was actually about 13 minutes. Phone rings, Rick answers, its a robot saying "hey! Its us calling you back!". SWEET! Maybe this is working as planned until....
"All of our representatives are currently busy, please wait for the next representative"
Really? So, hanging up and having you call me back did nothing to lessen the wait?
It's not just me either. I have 2 friends who (separately) recently moved. Both went out of their way well in advance of the move in date called numerous time to confirm the re-install.
Guess what happened? Oh yeah, BOTH had their appointments missed, BOTH had to escalate to get someone out to their respective apartments in less than a week. Really? Why is this? The commercials are great! Sadly, no one can believe them.
I'm really frustrated with this company. After working 7 years for Comcast, I'm really embarrassed by the level of customer service I've experienced from them. From the outsourced chats that don't use proper English for the blurbs, to the scripts that will not address an issue, to the CSA's not being trained to "answer the question asked", to the long wait time when the service has failed yet again, I'm as done as I can be with this company. For 7 years I defended it, man, did I defend it! If I had something else available right now, I would be switching. (No, I'm not using the "I have no choice...I do have choices, just nothing that would be better at this time. ") I am seriously tempted to switch to Century Link even though they only have the 1.5MBs available to us right now.)
I have already dropped the TV to limited basic (still a waste of money to me since most of the programming sucks, but that's not Comcast's fault)
Am I spoiled because I know what real customer service is? Yes. Do I care about outsourcing? No, but I do request it be kept real. Don't use "blurbs" that don't use proper English. Don't have someone try to be empathetic with me who in no way has Comcast Cable.
Long wait times for customer service? Unacceptable, especially if you are going to outsource. That's the point behind outsourcing, to make sure your customers are taken care of quickly.
I no longer need tech support. My issue magically cleared itself, no thanks to Comcast.
I do not wish for a personal response from Comcast. It would do no good. This issue just needs to be addressed. Talking to me won't fix it. It is a systemic issue.
Comcast, fix yourself! #comcast #comcastfail #comcastsucks