rant tech

Comcast 2005 Customer Survey

Earlier in the week, we received a post card-based customer satisfaction survey from Comcast. We get ultra-basic cable and our high-speed Internet access from Comcast. I was looking forward to letting them have it, as we have been very displeased with their level of service the past few months.
First, bad Comcast, bad! for not having a way to complete the survey online. This would undoubtedly have led to my being able to write more than I was able to on your flimsy little post card.
Second, out of the four scores–Excellent, Good, Fair, and Poor–Comcast failed to rate the top spot in any category, got a Good for it’s Field Tech experience, and rated a Poor when it comes to overall Customer Service experience.
My comment:

A way to speak to knowledgeable techs on the phone would be nice, since some of us know way more about how our high-speed Internet access works than the customer service reps. This would lead to faster problem resolution. Also, outages every other week are likely not winning Comcast many fans.
That’s all I was able to get on the card, because Comcast decided it needed to put its logo in the bottom right quarter of the card, eating up valuable writing real estate.
I have gotten to the point where I start out any phone conversation with a customer service rep with something like this: “Our high-speed Internet access is down. I’ve reset the cable modem multiple times. The cable television is much fuzzier than normal. It’s not a problem with the lines in my house, you have an outage.”
To which the customer service rep still insists I reset the cable modem again. Which I don’t, even though I tell them I do, since I’ve already done it, as I stated “multiple times.” In the past, well, ever, every time our access has been lost, it has been due to an area-wide outage. It has never been due to the lines in or connecting directly to our house. One would think this sort of thing would be noted in account notes. Then the customer service rep could see the outage history and reasonably conclude that I know what the hell I’m talking about when I call.
We have some new neighbors just down the block who reported that they signed up with Verizon for local phone and fiber optic, which VZ has been laying all over town. Many of us in the neighborhood have been waiting for some sort of notification from Verizon that they were ready to offer us high-speed access via fiber, so we could dump Comcast. Where’s that number?