Our weekend editorial about a customer service experience with Comcast evoked a fast response from the cable provider. It also brought in dozens of responses from other Cape customers who have experienced less than ideal service with the carrier.
Marc Goodman, Comcast’s director of public relations in the Boston area, reached out to us first thing Sunday morning. Once our editor provided the job ticket numbers, Mr. Goodman sent in the Cavalry.
By day’s end, a veritable battalion of Comcast tech’s had visited the afflicted home. Line crews replaced network hardware and a senior technician arrived to test signals and replace equipment inside the house.
At day’s end, everything was up and running again.
Both Mr. Goodman and the on-the-ground technicians had a lot to say about what happened and where communications had gone wrong. Comcast accepted ownership of the issue and worked fast to resolve it.
Meanwhile, back in cyberspace
Meanwhile, the editorial went rather viral and we received dozens of emails and comments from readers about their own issues with Comcast.
As in all customer service matters, these contacts ran from the sublime to the ridiculous. From people that blamed Comcast for something that was clearly not a Comcast issue to public officials who had tried for weeks to resolve a problem, there was not a lot of love coming from our readership where Comcast is concerned.
For the folks that provided contact info and had a problem that sounded non-routine, we provided a contact person at Comcast who had offered to run interference. Comcast has committed to help those individuals as aggressively as they assisted our editor.
Our site poll (at 1:30 p.m. on Monday) reports that 69% of participants are not satisfied with Comcast’s customer service and field service.
A few take-away’s
The first take-away from this event is that there seems to be a disconnect between the telephone and internet reps at Comcast and the field service technicians, who do not enjoy direct access to one another. This is not surprising in a huge company like Comcast but is most vexing to customers experiencing a complex technical problem.
A more important take-away is that everyone we spoke with at Comcast over the weekend – after the initial debacle – was committed to providing good customer service. They communicated well, kept the customer updated and circled back many times with additional information.
Marc Goodman was quite clear, “We take these matter very seriously. We believe customers deserve to have their problems fixed right the first time.” Mr. Goodman reports that Comcast has “100 technicians working on the Cape and Islands every day”.
He concedes that “we have a lot of opportunities to do better and we working hard every day on that. We want every customer to be satisfied.”
Mr. Goodman mentioned the self-service tools available in the Comcast/Xfinity “My Account” app (for iOS and Android) that allows customers to re-set their own devices and reduces hold time when a customer must speak with a representative.
One reader wrote in to remind us that each town has a cable advisory commission. Customers with repeating issues with their cable service should let those public bodies know about their problems, as well.
A lot of work to do
Based upon the feedback from our readers, Comcast has considerable work to do on customer satisfaction here on the Cape.
Comcast’s people do recognize the market is becoming more competitive and are aware of projects like the proposed OpenCape residential fiber pilot program.
One excellent point expressed by several readers is that the local Comcast offices on the Cape reportedly provide uniformly good customer experiences – far exceeding what these readers experienced with the company’s online chat or telephone reps. You can find your nearest Comcast location with their store locator page.
Over and over, Comcast staff repeated their commitment to 100% customer satisfaction. Hold them to that. If you’re having a problem with your Comcast service – be the squeaky wheel and don’t go away until they’ve resolve the issue. Go into the local office if that’s easier than working online or on the phone.
Cape Cod must hold Comcast to its word –and keep after them to do better.