Comcast Corporation Compliment - Monopoly Removes Requirement To Offer Remotely Competitive Service And Services
KIRKLAND, WASHINGTON -- They must have the ill conceived processes and systems of any established business in the whole United States.
1st. If someone needs to change their automated billing info (credit card info since you don't offer auto bank withdrawals) you make them either do it online which creates security risks or tell them to use your IVR system or force them to drive to one of their physical locations and stand in line for an hour. I had 10 companies billing my CC and all of them I could call and update my info on the phone in under 1 minute after an hour I still could not get this done in any way using any of your systems and processes.
2nd. I tried using their IVR system and it provided no such function to change your credit card details though their reps are told it does. Worse it recognized only about 65-70% of the numbers I said 3 times in a row. Not near industry standard. AA system gets it right 100% of the time.
3rd. My email account somehow got a period where it was not suppose to be. Maybe I did it years ago however the only process you have for changing my email account info which they use as a log in ID is to delete the account. Pathetic.
4th. Their site says if you forgot your password you click this link and you will reset it for me. I click that link and you tell me you don't have a reminder question on file (how could that be?) and instruct me to re-create my profile. When I attempt to re-create my profile it tell me I can't because I already have a profile. An endless loop how broken is that?
Basically they (a network services company) provide no way for me to resolve any of my issue except to drive to a brick and mortar store. Shocking.
Its not wonder so many people are moving to other services and dumb piping them or abandoning you all together. It seems like they are only staying in business because they have a monopoly on cable infrastructure.
Their whole organization seems clueless about “real” customer service! Are they polite, sure but no one, not even a supervisor is empowered to actually do anything for the customer. Why is that? Four common scenarios that all other major companies I deal with can handle efficiently and their team can’t handle even one of them even un-efficiently. Zero. It seems they don't even trust their supervisors? Not one of my problems could even be helped by their customer service supervisor yet all of them could be handled by first level reps in other companies. That is beyond pathetic!
All I hear from them is what they can't do and they have the gall to tell me it’s for my security yet the bank can do it, every other company like AT&T and Verizon can do it. That’s just a cope out.
I doubt this mail won't reach any one of authority in their organization but it makes me feel better to send it as a stock holder. They need to seriously clean house and start by putting folks in charge of Customer service that knows what it means and get a CIO who ensure systems work for customers instead of providing excuses why it can’t. They should be asking themselves do other major companies do it and if the answer is yes find out how and be competitive. I say this as a ex CIO, Security Officers and current CTO.
Whoever heads your services org isn't much better as that technology is really lagging and pathetic. Their On Demand service is so bad I have to use other services (using their pipe), (other companies beta products are better than Comcast’s 5 year old service?) their Guide just keeps getting worse because I keep loosing more important features than I gain with each new release and the performance keeps degrading. Their DVR's have completely inadequate processors for the job, the lag is so bad I hit the button again thinking it didn’t register more times than not (then have to start the command over) and they are not near competitive when it comes to storage options no less remote access (they should have bought Slingbox and offered that years ago).
Like a huge and growing number of people I feel like I have to look at FiOS or move to DSL with Satellite because it’s too painful to deal with Comcast’s inadequate and inept customer service and processes and their offerings just keep getting further and further behind the market. How can they be so slow and deliver less features with lower quality?
On the business side they are not any better I canceled all my movies channels (I had their most expensive “everything” package because they took a $2-$3 NFL channel out of my package and tried to force me to buy a whole sports package we didn’t want. Their competitors let you just buy NFL and a much better package by the way. Why?
Monopoly I guess is the only answer. Unless a company has there was strong competition product innovation suffered because folks spin on features rather than executing them. Their cable infrastructure has the ability to outperform competitors and seems to which is the only reason they still have customers its certainly not the service they provide on top. It looks like soon they be just a big dumb pipe and all higher margin revenue will go to others if they don't clean house and put in people that deliver the features we have been waiting years for, plus some HW and SW innovation and true customer service! They’re clearly headed down the blockbuster path.
I am the CTO of company that would be dead if we operated like them. They need to partner directly with some smaller more agile technology companies that can help them become an innovation leader instead of the big old slow and shrinking companies.
My gosh their triple play is really a joke they offer VOIP but with no innovation in the home phone HW or SW when companies out their have home phone products that are market leading and blow away all land line products. Why don’t they partner with and offer those products?
Their DVR's should be ION based or at least have something like an nVidia CPU/GPU's in them so we could can have rich interfaces that become more and more 3D like when working through HDMI and they should have allowed easy storage expansion years ago (I can't record more than 12 shows in HD before I start to loose stuff, if I am gone more than a few days I am screwed) and for gosh sakes everyone provides content back up services for our cell phone and PC content why don't they provide a DVR back up service or at least a USB Hard disk drive for their techs when our HW has to be replaced so they can backup and restore our content when swapping units. How Basic is that?
As a leading technologist, I could go on and on, its just painful to watch your company year after year fail to live up to anything close to its potential.
Is everyone asleep at Comcast or what?
In 1 1/2 years any decent CTO could have products in place that changed this company into a technology leader, one the street would reward…. they need to bring in folks that can execute and then get their management out of the way because as a stock holder I am sick of your year after year wasted potential and as a customer sick of the poor service and services.
Lastly they let folks enter comments of any size on their web site then after they have tell them it can only be 1500 characters and they provide no character counter. Just another example of inept systems design. They can’t even get collecting feedback right forcing us to find other examples like this site.