Comments on: Comcast Customer Service – Not Quite Right

By: Lou de Torres

Lou de Torres — Tue, 29 Jun 2010 02:34:15 +0000

Dear Comcast,

My mom likes to watch the HBO Latino channel. Is it availabe in HD?

Regards,
Lou

By: David

David — Mon, 03 Aug 2009 06:32:09 +0000

Hey there Joe,

I’m glad that your issue was solved. Just as Mark, I do apologize as well for that bad experience with the e-mail support guy.

I found interesting this part of your message:

“because there’s no way that I was going to sit on hold to call someone to ask about the channel”

I’m a customer care supervisor in the NJ area and believe me that we are doing our best to provide to you with the best service.

Please give us an opportunity and I’m sure that you will find that our customer service over the phone is getting better each day.

Thanks and again, I’m sorry for the experience that you went through.

Regards,

By: Joe

Joe — Tue, 16 Jun 2009 01:09:16 +0000

Hey everyone – just to follow-up on Mr. Casem’s note above, I did e-mail him and he did e-mail me back with:

Thanks for the reply! I have shared your experience with my regional contacts in your area so that the issue can be addressed. Thanks again for sharing and for providing us the opportunity to improve the service we provide.

I thought that was very nice of him – good work, Comcast! In fact, I was so pleased with this exchange that I called Comcast and spoke with a customer care representative to work on my account. My promotional package was expiring at the end of the month and I was considering a switch to Verizon’s FiOS, but I’m staying with Comcast now.

Thanks.

By: Joe

Joe — Mon, 15 Jun 2009 20:05:03 +0000

What’s up, Mark? I’ll e-mail you the phone number associated with the account. I appreciate your contacting me, that’s not common for many of these national corporations.

By: ComcastMark

ComcastMark — Mon, 15 Jun 2009 17:49:53 +0000

Thanks for sharing this.

I agree. Your question should have been answered correctly when you received the first reply.

I would like to share this with the appropriate person/department to address. If it is not so much of a trouble, will you let me know the phone number associated with the account?

Thanks in advance and I am really sorry for the experience.

Mark Casem
Comcast Corp.
National Customer Operations
We_Can_Help@cable.comcast.com

By: Joe

Joe — Mon, 15 Jun 2009 17:23:08 +0000

And there are also people who don’t see the humor in everyday business/customer relations. Thanks for providing that piece for us.

By: George Tirebiter

George Tirebiter — Mon, 15 Jun 2009 12:59:41 +0000

Because the first rep believed you, you make fun of him. Then you lambaste Comcast because they acknowledged your e-mail. You know, there ARE bad companies and there are bad customers.