Comcast Corporation Complaint - Comcast Switch from McAfee to Norton
I have had 1 of my computers infected with the Seurity Tool Virus. Comcast had changed their virus protection from MacAfee to Norton and during that transfer 1 of my computer was infected with a virus. I have called Commcast 6 times 4 times I spoke to Customer (NO)Service and was transferred 1st to MacAfee that wants 99.99 to remove the virus and then to Norton that wants 89.99 to remove the virus after I refused to pay they both suggested I call Comcast back. 6 phone calls to Comcast including 2 to Comcast Corp 215-665-1700, 1 returned call from Gwen Johnson Executive (No)Support 561-478-5866 and this is the result. Comcast virus protection is a complimentary service according to Gwen Johnson who also informed me that I was sent notification of the change by email but when I told her that I did not receive it and asked for a copy she told me she could not send it to me in email as my computer is infected with a virus when I corrected her and again told her that only 1 computer was infected she told me they do not send emails (huhhh), but she would be happy to send it by snail mail. The conclusion is that if I want to fax her PROOF (She hung up before giving me a fax #) that Comcast caused the virus with a receipt that they would look at my claim. I know that I am not the only 1 out there with the problem as I was told by customer service that they have had many calls with for the same problem including the 1st customer service representative that told me her computer had also been infected. Comcast you will have better retention and spend less if you only had better Customer Service.
If anyone from Comcast reads this here is a definition of Customer Service from Wikipedia
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Customer service is the provision of service to customers before, during and after a purchase.
According to Jamier L. Scott. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.
Customer service may be provided by a person (e. g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. The experience a customer has of a product also affect the total service experience, but this is more of a product direct feature than what is included in the definition of customer service.
Customer service is normally an integral part of a company’s customer value proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph. D. write that "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence."
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement.
Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy.
1 Instant feedback
2 Setting the right KPIs
4 See also