Bob Caswell - Latest Comments in Comcast Rewards You for Complaining Publicly

Re: Comcast Rewards You for Complaining Publicly

danielle — Fri, 06 Mar 2009 21:52:23 -0000

comcast screws up but never makes it up to me! I would have considered an apology note anything would have been better than nothing at all . My phone , cable & internet all were shut off at least 3 times in one month. There mistake they shut off mine instead of the persons who was moving out in the next apt. They never did anything to make up for all those total outages! They did agree with me how much it sucked to have been with no phone t.v. ,or internet all that time.I 'm not sure what is fair? Also they gave me a price for the month and it has never been the price they assured me it would be. Is this not even worth getting upset about? Please anyones thoghts thanks daniellevincent02@comcast.net

Re: Comcast Rewards You for Complaining Publicly

motorsportexperience — Wed, 03 Dec 2008 02:31:36 -0000

Wow interesting theory. I must start complaining more or start a blog dedicated to complaints on ComCast. ;-)

Re: Comcast Rewards You for Complaining Publicly

Paul Ellis — Tue, 08 Apr 2008 10:11:12 -0000

@Frank and Scott,

I posted my story here.

Re: Comcast Rewards You for Complaining Publicly

Paul Ellis — Mon, 07 Apr 2008 23:53:43 -0000

Frank,

Obviously I would appreciate any help getting my connection back to normal, but what you (and all of the Comcast people) have missed so far is that we shouldn't even have to talk to you or blog about your company. That is the failure. I have called (or tried to but the system was broken) about a dozen times now, half of those were after I completed the online form linked above (which did get people to call the next day), and only now after the blogosphere mention is there a chance of things getting fixed for me. That is a complete systematic failure, and I'm not talking about your IT systems.

The people I have talked to have been eager to help, but have been completely and utterly under-qualified (you know, like when a 2-year-old wants to help you cook). Honestly, I couldn't believe how little these people knew about IT, broadband, and the internet in general. It was so bad that I started outlining the blog post about it while I was waiting on hold.

This really is the type of thing that people will switch service providers for. I know, I have already checked out DirecTV "packages" and the availability Verizon's FiOS plans in my area.

Re: Comcast Rewards You for Complaining Publicly

ComcastCares — Mon, 07 Apr 2008 23:30:52 -0000

Bob,
I can assure you that we do not do this for 'A list' individuals. We apply very similar treatment to everyone that we interact with on the internet. We look at this as another form of communication with our Customers.

Paul,
I did pull up your file regarding the slow internet you are experiencing. I do show that we attempted to contact you on 3 occasions based on the email that you sent to the link above. I will be reaching out to you via email tonight. I will provide you my contact information. I will be happy to help get this rectified for you.

Thank you both!

Frank Eliason
Comcast

Re: Comcast Rewards You for Complaining Publicly

Paul Ellis — Mon, 07 Apr 2008 12:05:02 -0000

Scott,

As you'll see in my up-coming post, I have already been to that link. And the "local team" was completely, and I literally mean completely incompetent. Both "techs" (from the multiple calls I made) were literally the most under-qualified support personnel I have ever encountered; far worse than even my worst Dell story. To top it off, my problem still hasn't been rectified, and I was supposed to get called back by Comcast a week ago to make sure everything is ok, but that didn't happen. The only reason I haven't completed and posted my story is because I've been extremely busy.

Re: Comcast Rewards You for Complaining Publicly

Scott — Mon, 07 Apr 2008 11:11:54 -0000

You don't have to be an A-lister to get special treatment from Comcast. Our local teams almost always can help you quickly and effectively. But if the normal chain of command isn't working for you, send us a note here: http://tinyurl.com/68rku5

Scott Westerman
Area Vice President
Comcast Southwest

Re: Comcast Rewards You for Complaining Publicly

bobcaswell — Mon, 07 Apr 2008 09:04:33 -0000

Paul, maybe you should throw up your post here on TechConsumer today or tomorrow. I can put in on Twitter, and we'll see what the difference is between you and Arrington. His service would be tough to beat, though. I mean, 20 minute response time on a weekend? Wow.

Re: Comcast Rewards You for Complaining Publicly

Paul Ellis — Mon, 07 Apr 2008 08:07:11 -0000

I am actually in the middle of a Comcast fiasco that I already started writing up. I was going to wait for the fiasco to finish, but maybe it would be best to voice it to the public first. Although I'm sure the fact that it was Michael Arrington played into why he got an executive to call him that quick.