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Comcast wants to shed reputation of having the worst customer service in the U.S.

Year after year, cable and Internet giant Comcast is ranked as having the worst customer service in the U.S., and it appears that the company is looking to shed that horrible reputation finally.

As part of a new "multi-year customer experience transformation" plan, the company is creating 5500 customer service jobs.



Starting in the Q3 of this year, the company has set a goal to always be on time for customer appointments (wow, just wow) and to make sure techs are trained properly so they actually know what to do when they get to your home (sigh). If the tech is late or doesn't show up, customers will be credited with $20 off their monthly bill for that month.

On the back end, the company is rolling out new customer service tools to "simplify billing and create better policies to provide greater consistency and transparency to customers." Additionally, the company says phone calls to the company should be less painful now, and in-store visits shouldn't be like pulling teeth thanks to new software.

Comcast has been so bad, that a few phone calls with Comcast reps have even gone viral for how abusive they are and Comcast didn't even seem to care that they did. Hopefully, this really is a change for the better.

Source:
Comcast



Written by: Andre Yoskowitz @ 7 May 2015 11:02

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• 4 comments

• ivymike

  How about slashing your monthly prices??? That'll help.
  

  7.5.2015 11:11 #1

• audvare

  Originally posted by ivymike: How about slashing your monthly prices??? That'll help. I agree. Also not treating the people who do not subscribe to every single service they offer as second class citizens (I only subscribe to cable internet). Not trying to upsell cable and phone service to me every time I call in for an answer as to why my service is down again.
  
  I pay for the best possible consumer-level broadband here (105/20). The upload speed is still 20. And guess what business gets you for almost 3x the price: 20 Mbps again. Paying the same price at business level gets me these speeds halved and still not better quality or higher priority last mile coverage.

  7.5.2015 11:29 #2

• SomeBozo

  Originally posted by audvare: Originally posted by ivymike: How about slashing your monthly prices??? That'll help. I agree. Also not treating the people who do not subscribe to every single service they offer as second class citizens (I only subscribe to cable internet). Not trying to upsell cable and phone service to me every time I call in for an answer as to why my service is down again.
  
  I pay for the best possible consumer-level broadband here (105/20). The upload speed is still 20. And guess what business gets you for almost 3x the price: 20 Mbps again. Paying the same price at business level gets me these speeds halved and still not better quality or higher priority last mile coverage. Can't agree more, my bill in 10 years without any special program, incentives is about double what it was when i first got comCRAP. For that my service has been abysmal at best. Routine outages for a half day or longer at times. Trying to call there support for assistance, doesn't seem to matter who you get they ask a series of questions, and asking them "okay this didn't solve my problem what can be done now...?" <click> they hang up.
  
  I would gladly switch and go for ANY other ISP for my internet, but where I live it simply isn't possible and i'm stuck with this crap.
  
  
  

  7.5.2015 12:51 #3

• gyrfalcon

  "As part of a new "multi-year customer experience transformation" plan, the company is creating 5500 customer service jobs. "
  
  Because hiring 5000+ more idiots who can't do anything improves your customer service. Classic management thinking.
  

  9.5.2015 11:07 #4