'Comcast says they can't classify customers for service'

Comcast says they can't classify customers for service

By Poor Verizon Customer at 05/26/09 08:00

Well, I say they can and they do. When you enter the lovely world of voice prompts after calling customer service, you get to choose whether you are calling about your TV service or internet service.

To me, that is classifying customers. When you have services available to those intelligent enough to find your back door services, such as Twitter and @comcastcares, you are classifying customers.

When you get someone on the phone from Comcast and you obviously know more than they do about the problem, they should transfer you to someone who does have a clue, and perhaps even a reasonable resolution or hint of one.

When there is a problematic router in Chicago, how does it help:

1. The customer?
2. The customer service department? (as the customer will stay angry and keep calling)
3. The shareholders?
4. The environment?
   

Why send a technican to a customer's house a week after the problem is reported only to discover the problem was 500 miles away, when they information could have been received and acted upon during the initial customer service phone call?

To say you can't classify customers and provide the same stupid routine repeatedly, i.e., a customer calls and gets someone that does not listen to what the customer is saying about the problem and insists on just scheduling a service call, even when the customer TELLS them the problem is with a specific Comcast router, is just bad business.

Then, to further my irritation, I have to see a resource such as @comcastcares telling me Comcast can't classify customers to know which ones are geeks and which ones truly don't know what the problem is. That is total crap.

If Comcast is capable of creating a back door resource like that, they are certainly capable of creating a capable staff who can answer the service calls directly, when someone points out a real problem.

 

Comcast submitted an unauthorized request to my current phone carrier to take control of my phone number after the original order had been cancelled one month prior. Upon receipt of the request from Comcast, my current carrier disconnected my primary telphone at my home without my knowledge on 11/30. I had been going back and forth between Comcast and Verizon to establish which one of the two had repsonsibility for my disconnected line. After a couple of days and speaking to many people on the Verizon side and the Comcast side, it was finally established that Comcast owned the line which occurred around 12/03/2009. I have scheduled 3 appotintments to get he services I am requesting installed. Out of the 3 appointments, the technician didn't show up or call, one technician came but offered excuses why he couldn't install and the third was a no show which I am told the scheduled date for installation was 12/28 and not 12/08. Why would I schedule trying to get this issue resolved for the end of the month with no primary phone which my security system uses and needless to say all of my business colleagues, family and friends know to reach me on my primary number. This is a real problem that should be escalated to the higher level management within Comcast. If you any one can provide me with assistance, it would be greatly appreciated.

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