I Just Wanted to Watch “True Blood”

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

Chris: lol

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  (chris456@comcast.net)

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.

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4 comments

  1. Bea · December 2, 2011

    Can I have an AMEN BROTHER? Your words are so true!!

  2. Sally Mom · December 2, 2011

    Hi Chris. For the record, I found the same story to be true with Direct TV. Very frustrating and ineffective for the customer. NETFLIX!
    Thanks for the update.

  3. Tammy · December 4, 2011

    I don’t have comcast but I really agree with your summary that things ought to be effortless. Companies forget to define customer strategy from the customer perspective. It needs to be easy and effortless. It needs to be helpful and friendly and in the end, I want to be validated as a consumer that I’m making a good choice. Sounds like Comcast missed on all three for you! Great to see you back blogging.

  4. Chris Antrim · December 14, 2011

    Thank you every one for your emails and comments. I thought I’d update you on my choice. I went back to Comcast with a clearer mind and eventually was able to obtain a password for my online account. It wasn’t a super simply process, but I did eventually get it. After I obtained the all mighty password, I discovered the only thing I could do to my account was pay my bill and look at my bill. (Kind of a let down.)

    I had visions of updating my cable package, comparing my options and thought I’d have instant easy control over my cable entertainment. I must admit previous experiences with FIOS, Direct TV and T-Mobile had planted such notions in my head. So instead of me perhaps downgrading my services to trim the out of controll costs my cable bill had reached. My dread of interfacing with Comcast/Infinity made me call the Dishnetwork. I was installed that afternoon and dropped off my cable boxes that evening.

    I wouldn’t have minded paying a little extra to Comcast, but it just seemed like they didn’t really care about me and my opinion as a customer. They were too busy selling me extra stuff and they didn’t seem to care.

    Maybe Dishnetwork will be better. We’ll just have to wait and see.

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