Comments on: Comcast Cares? I beg to differ! http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/ My thoughts on Project Management, Leadership, Music, and Life Mon, 14 Dec 2009 02:07:11 +0000 http://wordpress.com/ hourly 1 By: Maybe Comcast Isn’t So Bad http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-240 Maybe Comcast Isn’t So Bad Tue, 14 Jul 2009 13:44:14 +0000 http://brianherman.wordpress.com/?p=219#comment-240 [...] another Comcast horror story which I found [...] [...] another Comcast horror story which I found [...]

]]> By: brianherman http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-239 brianherman Tue, 14 Jul 2009 02:03:18 +0000 http://brianherman.wordpress.com/?p=219#comment-239 7/13 update: I got a call at 3:30 today from the tech, confirming he'd be at my house at 6p. He showed up promptly at 6 ready to go. Shortly before he arrived I power-cycled my cable modem and was able to connect to the Internet after that. When the tech got here he came in and ran some diagnostics and checked signal levels on everything until he was satisfied. I asked him if he was part of any kind of "executive escalation team" or anything like that. He told me that the area GM booked him to come to my place and that he was one of the more senior techs on the team but that he wasn't on a special team or anything. He was a nice guy (as were the other techs I'd worked with) and spent the time to make sure everything was ok before he headed out. I can't complain about any of the techs, except of course for the one who showed up and used the wrong phone number back when this problem began. So ComCast, good follow-up, I appreciate that. I'll be moving out of my apartment and into a house in August so I'm expecting things will go smoothly with that transition and I won't run into any more support issues. Fingers firmly crossed. 7/13 update: I got a call at 3:30 today from the tech, confirming he’d be at my house at 6p. He showed up promptly at 6 ready to go. Shortly before he arrived I power-cycled my cable modem and was able to connect to the Internet after that. When the tech got here he came in and ran some diagnostics and checked signal levels on everything until he was satisfied.

I asked him if he was part of any kind of “executive escalation team” or anything like that. He told me that the area GM booked him to come to my place and that he was one of the more senior techs on the team but that he wasn’t on a special team or anything.

He was a nice guy (as were the other techs I’d worked with) and spent the time to make sure everything was ok before he headed out. I can’t complain about any of the techs, except of course for the one who showed up and used the wrong phone number back when this problem began.

So ComCast, good follow-up, I appreciate that. I’ll be moving out of my apartment and into a house in August so I’m expecting things will go smoothly with that transition and I won’t run into any more support issues. Fingers firmly crossed.

]]> By: brianherman http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-238 brianherman Thu, 09 Jul 2009 23:36:39 +0000 http://brianherman.wordpress.com/?p=219#comment-238 7/6 Update: I was contacted on Monday night by a tech who was standing outside my apartment. When I explained that I was in Colorado he said "ahh, so this appointment was made by someone internal to Comcast." That was cool, someone decide to dispatch a helper to me, though I wish they'd told me about it first. As we talked he said that while my TV may be working, he couldn't see my cable modem from his side, so something was still wrong with my Internet. I explained how I wouldn't be back in Seattle until 7/13. On top of that I have to be at work all day and can't hang around my house without Internet access because then I can't work. He said he could come by Monday night after work, on his way home to help me. [Now we're getting somewhere - this is the kind of "can do" customer service attitude I was looking for when this problem started!] He gave me his name and cell number and agreed to meet me at 6:00p on Monday. I'm very pleased with that and my fingers are crossed that I've now gotten past the people who are stuck to the script and on to some people who want to solve my problem. I still need to follow-up with Scott Westerman (above) and @ComcastCares as well and see what they can do for me. Fingers crossed. 7/6 Update: I was contacted on Monday night by a tech who was standing outside my apartment. When I explained that I was in Colorado he said “ahh, so this appointment was made by someone internal to Comcast.”

That was cool, someone decide to dispatch a helper to me, though I wish they’d told me about it first.

As we talked he said that while my TV may be working, he couldn’t see my cable modem from his side, so something was still wrong with my Internet.

I explained how I wouldn’t be back in Seattle until 7/13. On top of that I have to be at work all day and can’t hang around my house without Internet access because then I can’t work. He said he could come by Monday night after work, on his way home to help me.

[Now we're getting somewhere - this is the kind of "can do" customer service attitude I was looking for when this problem started!]

He gave me his name and cell number and agreed to meet me at 6:00p on Monday. I’m very pleased with that and my fingers are crossed that I’ve now gotten past the people who are stuck to the script and on to some people who want to solve my problem.

I still need to follow-up with Scott Westerman (above) and @ComcastCares as well and see what they can do for me.

Fingers crossed.

]]> By: Marketing Writer http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-235 Marketing Writer Tue, 07 Jul 2009 19:11:11 +0000 http://brianherman.wordpress.com/?p=219#comment-235 What a great idea: spend advertising dollars to train customer service (and apparently techs too). Good for you Brian...glad you posted of your experience although it makes me cringe to think of what will happen when I have to call Comcast next.... What a great idea: spend advertising dollars to train customer service (and apparently techs too). Good for you Brian…glad you posted of your experience although it makes me cringe to think of what will happen when I have to call Comcast next….

]]> By: Will Thornburg http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-233 Will Thornburg Mon, 06 Jul 2009 22:17:01 +0000 http://brianherman.wordpress.com/?p=219#comment-233 I feel your pain! I've had similar Comcast nightmares in the past. I must say it's been over a year since I've had major issues tho. *knocking on wood like crazy, 'cause I don't ever want to go through that again!!!!* I feel your pain! I’ve had similar Comcast nightmares in the past. I must say it’s been over a year since I’ve had major issues tho. *knocking on wood like crazy, ’cause I don’t ever want to go through that again!!!!*

]]> By: My Cable TV Sucks » Blog Archive » Comcast Cares? I beg to differ! http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-232 My Cable TV Sucks » Blog Archive » Comcast Cares? I beg to differ! Sat, 04 Jul 2009 18:54:06 +0000 http://brianherman.wordpress.com/?p=219#comment-232 [...] published HERE at Brian Herman’s [...] [...] published HERE at Brian Herman’s [...]

]]> By: lina yuliana http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-231 lina yuliana Sat, 04 Jul 2009 12:57:53 +0000 http://brianherman.wordpress.com/?p=219#comment-231 hello friends, nice blog!!! :) hello friends, nice blog!!! :)

]]> By: Scott Westerman http://brianherman.wordpress.com/2009/07/03/comcast-cares-i-beg-to-differ/#comment-227 Scott Westerman Sat, 04 Jul 2009 05:10:43 +0000 http://brianherman.wordpress.com/?p=219#comment-227 Brian, I apologize for your experience. I know the Seattle team well and it's not the norm. I'd be happy to engage to make it right. Shoot me a number where I can contact you and we'll get on the case. Scott Westerman Vice President Comcast scott.westerman@comcast.net @comcastscott on Twitter Brian,

I apologize for your experience. I know the Seattle team well and it’s not the norm. I’d be happy to engage to make it right. Shoot me a number where I can contact you and we’ll get on the case.

Scott Westerman
Vice President
Comcast
scott.westerman@comcast.net
@comcastscott on Twitter

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