urn:uuid:3abd16fd-e7c2-495e-15f0-4522769d17bb http://gethuman.com/Comcast/news_197/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:a24e3460-542e-d77d-f8c4-b80a6b5f3b63 2010-03-15T19:33:51+00:00

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Comcast, the nation's largest cable company, launched Xfinity, the new brand that is intent on focusing on television, internet, phone services, and most importantly, customer service. Comcast already is loaded with content and looking to add more with it's pending acquisition of NBC Universal, however, the company is planning on using the Xfinity brand to tout it's recently improved customer service and technical upgrades. While the company is aware of public perception and it's reputation as a poor provider of customer service, Comcast, as part of the Xfinity brand, is offering customers a 30 day money-back guarantee, as well as a $20 credit if a technician misses an appointment. Of course the company still gives you a 4-6 hour window for the technician to actually show up to do the work, but this is definitely a step in the right direction for a company that is very aware of the public's perception of it's customer service.

For more about the Xfinity brand, Follow this link ]]>

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Gethuman blog, but we were tipped off by Comcast customers that the company is providing a free download of Norton Security Suite at the Comcast Security Site. Both Windows and Mac versions are available]]>

urn:uuid:aa0132a2-27da-57c7-026b-1c2c32f236d3 2010-01-20T18:24:06+00:00

Comcast customer service reps were telling him, and the service he was being provided. First, he called Comcast to question charges he had received. The phone representative agreed to a credit of one month, but then the credit never appeared on his bill. Not long after, the cable bill for his second home was not reduced to the price he and the phone representative verbally contracted. The final straw came when Mr. Pachtman adjusted his cable service for his main residence and again, the bill he next received didn’t reflect the changes. Mr. Putnam started a small crusade for Comcast customer service reps to provide written confirmation on any billing or service changes. Mr. Pachtman went through the usual chain of command before reaching executive vicepresident of Comcast

The result? Mr. Pachtman received an e-mail from executive vice-president asserting " if you contact customer service regarding a promotional offer, any representative should be able to contact their immediate supervisor or manager to provide written confirmation of the promotional offer" and confirmed that it "would apply to any service-related concerns.” Comcast is working on administrating written confirmations as well as other useful customer information, but as the letter says customers can ask to speak to a supervisor to get a written confirmation at any time.

Let the Gethuman community know if Comcast is following through with this. Have you received written confirmation? Are other providers offering written confirmation? Did it make a difference? ]]>

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urn:uuid:591162da-b9da-a42c-06c7-b5e18818940b 2009-12-09T16:32:31+00:00

Comcast has decided to ramp up it's call centers in an effort to focus on improving customer service. Not only has Comcast launched a new Customer Guarantee where unsatisfied customers can get a refund if they cancel their service within the first 30 days, Comcast has recently opened a 100,000 square foot facility in New Jersey, strictly for handling customer service calls. Despite it's efforts to purchase a majority stake in NBC Universal, Comcast claims it is not strictly focused on it's bottom line and that retaining customers by providing them with the service they require is imperative. It's amazing to see that customers are in fact getting the attention of large company management teams and are finally getting closer to getting what they actually pay for. Amazing concept.

To Read More Click Here ]]>

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urn:uuid:06918085-6ae1-168d-0d6d-bc886dfb73ab 2009-10-28T15:38:42+00:00

blogger in Pennsylvania admits that Comcast is not the cheapest phone/internet company in her area, but thats ok with her since Comcast had always treated her like a valued customer. The blogger recently tried their Twitter Customer Service and "explained to Comcast Twitter Guy my situation in 140 characters or less. He took my phone number, saying he'd look up my account, and then I didn't hear from him again. Until this morning, when I got a call from Comcast saying they got my tweet, they dealt with my issue and all is now fine and dandy"

I think most of us are this way. I think we are happy to shell out a few more of our hard earned dollars to get things done in a pleasurable manner, or at least rationalize why we spend money with such a company. Now more than ever companies can provide great service and great customer service. They can provide us with exactly what we paid for.]]>

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