urn:uuid:592a7d5d-67ce-1c9c-2924-3e83c5c17f90 http://gethuman.com/Comcast__Xfinity_/news_197/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:0188689c-7103-f6d2-c076-0933dc29aad6 2012-05-22T14:44:32+00:00

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urn:uuid:172b7467-8c31-8a30-e72d-71cbdc04c25a 2011-05-25T14:12:04+00:00

Comcast (Xfinity) announced that it is providing a new for pay service, via the phone or internet, that provides tech support to customers for problems that lie outside the spectrum of it's products. The service is designed to help customers that need technical support with their computers, getting help connecting smart phones and PDA's to the internet, and a wide range of questions that don't involve Comcast (Xfinity) products. The service called "Signature Support" was launched last year in cities such as Chicago and Atlanta, and the company already has 1.8 million customers. Comcast (Xfinity), by launching this service, is taking direct aim at Best Buy and the Geek Squad by providing a secondary source for tech support, and customers that want to get some help can pay as a low as a $39 initiation fee, and then an additional $4.95 a month. Comcast (Xfinity) is using a company called Support.com to offer the service.

It's an interesting idea for Comcast (Xfinity) to enter the technical service space. For a company that receives a fair amount of criticism for it's lack of customer service, it will be interesting to see how customers respond to the for pay service, and if it is an upgrade over the current service. The market for such service is huge and it's a logical step for Comcast (Xfinity) to enter the space as many customers that call the company with internet and cable questions are really dealing with a computer or phone related problem. However, Comcast (Xfinity) is one of our most complained about companies, with users giving the company and "Average" rating in terms of wait time and service received. Is it possible that the poor rating comes from frustrated customers that cannot get their computer related questions resolved when they call the company? We're genuinely interested in the answer, so any readers that have had problems with Comcast (Xfinity) or any readers that have tried the new service, please feel free to let us know in either the Feedback section, or directly on the Comcast (Xfinity) page.

For more on the expansion of the new service into the Boston market, click here. ]]>

urn:uuid:4242b3e3-dc5f-ab8b-14d4-c846b332f1f4 2010-04-19T20:35:45+00:00

Comcast. Of course I'm talking about the office installation that is still going two weeks later. It's already been documented here about the troubles I've incurred trying to have my office phone lines switched to Comcast, but this epic battle is still going.

Over the weekend my first bill came, and low and behold, it was off by $50. There are always installation fees as well as taxes that make your quoted low rate, but I could tell something was wrong, so I once again called Comcast. I had scanned the copy of the contract I had signed and delivered and had it in my hand on the call. Unfortunately, even after using the GetHuman.com cheats, I was still placed on hold for 20 minutes. The customer service representative answered my call and asked me to email the contract I signed because he's looking at the same contract I signed and claims I am wrong and that I should be paying $50 more per month. Bad move number 1 for them. While I was mid sentence explaining how he was wrong, he interrupted me, and explained that his lunch break starts in 5 minutes and he needs to get off the phone with me. So not only have I waited for 20 minutes, but but now I'm supposed to understand that the person is going to hang up on me so they can have their lunch break and it also happens that there wasn't another person there to help me with my issue? Wow. Comcast all I can say is wow. Meanwhile, my bill still isn't fixed, and I haven't heard back from anyone over there. Just amazing. ]]>

urn:uuid:8badf023-1891-cbbd-6a0d-aead93d37895 2010-04-12T17:25:56+00:00

Verizon to Comcast went, so I'll tell you.

Let me start by saying it was a rather simple install as I was rolling two numbers over from my old service, and having high speed internet installed. That being said, I'm still waiting for one of the two lines to work. In defense of the technicians, I have absolutely zero knowledge of phones, internet or basically anything technological, and when asked what I assume were rather simple questions, I tend to answer "Yes" even if I don't know what the other person is talking about. Anyways, there was some confusion about the installation that resulted from my "Yes" answers, but in the end of the day there were really only supposed to be two phone lines and internet, and right now, I'm a line short, unless somehow Comcast recently changed their definition of a "working phone line".

Just like any other well informed internet user, I pulled the Comcast number from the brilliant minds at GetHuman.com and was immediately connected to a very helpful representative. After speaking with "Mark", and trying to resolve the issue over the phone, he decided I needed someone to visit the office. So now I'm waiting for the technicians to show up, and there's the possibility that I have to pay $99.95 for the visit. Um, what? Maybe if they installed the lines right the first time, I wouldn't have to wait for someone to show up between 2-5PM today, and I'm certainly not going to pay for that. Overall though I will say the customer service was above average, but really it's going to come down to whether or not I have to pay that additional service fee.

Oh and don't worry, they made sure to call me two more times to confirm my appointment. I wish I was making this up. ]]>

urn:uuid:be8112e9-2fd9-2b63-5298-856d5b1627f8 2010-04-02T15:21:36+00:00

Comcast to switch my office phone and internet service to Comcast. Everything went well, the customer service representative was very helpful and went above and beyond the call of duty to give me a great deal. Needless to say, I was happy. However, since signing the contract, I have received a confirmation email, telling me when the field agent will be in the office for the install. I'm fine with that. The next day I get a phone call from Comcast, saying the same thing as the email, and that the agent will be on site between 8-11 on the install date. Again, I'm ok with this. However, whether it was a glitch in the system, or that Comcast is terrified I might back out and switch to Verizon FiOS , but they have called me every single day with the same exact message. It's the same exact message that was in the email, and the same message as the phone conversation. Seven days in a row they have called me. Seven!

Granted, I realize I'm probably being overly critical, and most of the time, more is better, but it begs the question, in a world where we are always looking for better customer service, is it possible to have too much? Granted, the phone calls are not enough to make me want to back out of my contract before it even begins, but Comcast trust me, I'll be there for the installation, and please, stop calling me. Readers? Has anyone else experienced this over-serving? ]]>

urn:uuid:f3141f6a-16d6-d715-38f9-6f3c1c206abc 2010-03-22T15:47:15+00:00

Comcast claims it's new Customer Guarantee Program has reduced late appointments by 10% and has reduced repeat repeat technician visits by 5% overall. The program is designed to give customers a credit of $20 to their account, or free HBO for three months if the technician misses the scheduled appointment. Their timing could not be more perfect as I went to watch the NCAA tournament this weekend and all of my channels on Comcast worked great...EXCEPT FOR CBS. How that's possible, I have no idea. Either way, I'm actually looking forward to testing the new Comcast program and personally seeing if their claims are right. I will say this, as a long time Comcast, I'm skeptical.

In the past, Comcast has had technicians miss appointments, or show up without the proper tools, or even worse, tell me they were going to have to completely re-wire my cable. However, getting whatever bad news they may tell me this time may be a little easier to swallow if there's free HBO attached to it...of course, it will probably be the only channel on my cable that will not work when a show like the Pacific comes on and I actually want to watch it.

For more about Comcast and the service complaints that are rampant in the cable industry, Click Here]]>