Comcast CEO kinda, sorta gets there are "horrific" customer service problems

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He doesnt get it...

He is just adding a bigger band-aid with adding more call support staff. You need to step back and look at those 250 million calls and sort out the 10-100 reasons and work on resolving the root cause for those issue's, so people do not have to call in.

Example

I had issue's with my cable modem, I would go through the unplug it let it sit for a while and plug it back in and it would work, however every 3 or 4 months I would have to call them because this trick did not resolve the issue, and I would spend 20 minutes on the phone with them each time going through the same steps, before they would do some kind of remote reconfiguration of my modem. Well that results in 4 20 minute calls a year from 1 customer(And I am sure I was not the only one). They needed a better way to resolve this issue, This and other issues caused me to move away from Comcast.

Posted by: mrOSX   Posted on: 11/28/07 You are currently: a Guest | Members login | Terms of Use

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