The following is a copy of my online conversation with a Comcast Customer Support person. As you read along you’ll find I became increasingly frustrated. Rule number one in my book on sales and services is “address the customer’s initial request first before you even think about offering me something else.” Additionally, my experience with Comcast has been far from superior in regards to customer service. I laugh at the idea that they promise to pay you $20 if they don’t keep their promised appointment window. Their appointment windows are over 2 hours! Can you imagine making a dinner reservation and telling them you’ll be there between 7 pm and 9 pm? You would get laughed at on the phone!
I am sure there are great employees who do a fabulous job, but the overall corporate structure regarding service is on par with any state-run agency.
analyst Dionisio has entered room (aka Comcast Customer Service Person)
DionisioVBLD: Hello Chris, Thank you for contacting Comcast Live Chat Support. My name is Dionisio. Please give me one moment to review your information.
Chris: My Issue: I want to add HBO to my account
DionisioVBLD: Chris, I understand that you are experiencing a problem accessing your Comcast online account, am I correct?
Chris: Yes and no
Chris: I just want to add HBO
Chris: Your website is not the easiest to use
DionisioVBLD: Chris, please allow me to pull up your account information so that we can resolve your concern in the most efficient way possible.
DionisioVBLD: Thank you for the information. Please give me 2-3 minutes to pull up your account.
Chris: Sure you can have 2 to 3 minutes
DionisioVBLD: While waiting: Did you know with Comcast High Speed Internet, you can create up to seven (7) Comcast.net Email addresses with 10GB of storage that can be accessed from anywhere you have internet access. Visit http://www.comcast.com/Corporate/Learn/HighSpeedInternet/highspeedinternet.html for more information. If you have any questions after we are finished, I’ll be more than happy to answer them for you.
DionisioVBLD: Thank you for patiently waiting. I have pulled up your account.
Chris: I suggest you guys spend more time fixing the original request than trying to sell me stuff. You’ll find it to be way more effective. Not to mention less offensive.
DionisioVBLD: Chris, I can see that the primary username (email address) on the account is: chris456 (firstname.lastname@example.org)
Chris: That is what you guys keep telling me. Do you get I don’t want the email address and will never use it.
Chris: I just want to add HBO to my account.
DionisioVBLD: Before I escalate this chat to our Sales Department for them to process your request to add HBO, may I know if you are able to access your online account, or should I generate a temporary password for your username?
Chris: If you give me a password will I be able to add HBO on my own? If so just get me a password.
Chris: Why didn’t I get to pick my username? I don’t like the fact you just picked an email address for me. Please pass that along.
DionisioVBLD: No, Chris. I will still need to escalate the chat to Sales Department. But you will be able to access your online account to view/pay your bill, watch TV/movie, or manage your account information online if you have a password for your username.
Chris: That sounds fantastically user-friendly and an efficient way to sell me more of your programming. Do you understand I would prefer to not interact with any of you if I can help it. For example, I have no idea if you are even a real person.
Chris: Who has a name like DionsionVBLD?
DionisioVBLD: Please stay online. Let me now escalate this chat to our Sales Department then, Chris.
DionisioVBLD: Please wait, while the problem is escalated to another analyst
analyst Dionisio has left room
I cut out several exchanges of me validating my identity, but as you can see I left with no password and no “True Blood.” To be fair I wasn’t the nicest customer that evening, but I was already a bit on edge because I couldn’t find a phone number to call on their website and I had no way of self logging on to their website.
I like most consumers today, expect things to be smooth, simple, effortless, quick and easy especially when I am trying to buy your product.
I’d love to hear other’s comments regarding service they have received from Comcast. Good or Bad I’d love to hear them. For the record we are still with Comcast, but actively pursuing other options. I’d gladly welcome your reccomendations.