Comcast Corporation Informative - Customer Account Executive-POV
This is just a little information from the point of view of someone who works for Comcast.
To start off, a majority of the representatives you speak to on the phone are NOT directly empolyed by Comcast, however, are a third party customer service company by the name of Convergys. Many of the CAE's are polite and very helpful, unless the customer (which is 75% of the time) becomes rude and abrasive.
Cable TV is a luxury not a necessity, therefore it is charged at a premimum. What most dont understand is that any cable company has to negotiate contracts with each and every different broadcaster to be able to carry those channels. So dont get mad at Comcast or a CAE when your cable bill is so high because Comcast is providing the channels and content that its customers what.
Many of the people who call in upset are because there services have been interrupted do to non payment... really now? You dont pay your bill, you dont get service, its simple. There are many convenient ways to pay your bill. Comcast is very generous and does not interrupted service until the balance is 57 days past due, thats almost 2 months, and 67 days in most areas. If you are more than two months behind on your bills perhaps you need not have cable. COMCAST does NOT, and I repeat DOES NOT make payment arrangements. Do not call in asking for one, or try to speak to a supervisor to get one. You wont get it!
Comcast CAE's also do not troubleshoot issues that are caused by the customers TV. If you cant figure out how to function your own TV (such as making sure its on cable mode and not antenae) do NOT call Comcast, they will not take their time to help you. They are only there as it relates to the service, not your tv. Also, for those people who cant learn how to operate a remote or a cable box should not have one. They are not difficult at all. Do not rely on Comcast to babysit you and your equipment and make sure you can work it. They have over 24 million customers with most not having problems at all. Its the ignorant ones who whine and moan all the time because they are irresponsible.
If you can pay your bill on time, and use two brain cells to figure out how to work the equipment then there wouldnt be any problems...
Oh and yes, one more thing. Comcast is a business, they are in to make money. So dont call in and say, "well I thought the install is free, or I have to pay for an additional cable box"
DUH!!! Comcast never EVER will offer free install (well maybe occasionally on certain promotions, but usually never). Its the customers who call in and knowingly LIE to try and get credits or free services who encounter CAE's who get rude with them. We know how to do our job, we are trained very well.
and remember, Cable TV/Internet/Digital Phone is a luxury.