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April 26, 2013

Comcast – the company we all love to hate

by Lisa

I had never heard of Comcast until I moved to Charlottesville last August. As my roommates and I decided how to split up who was responsible for what bill, I thought it would be easiest to take of our internet/cable bill. However, as I began moving and placed my first call, I realized that I had made a big mistake. My first interaction with Comcast was a disaster. I called to set up our account and was told I need to grab my computer and start a chat session with them instead. My response? “How can I go online to chat when I don’t have internet at my apartment right now?” Their response? Silence.

After a week of fighting with them, our box finally came. Unfortunately, we were not home when that box was delivered, so I had to go to the UPS center in Charlottesville at 5PM on a Friday afternoon. When I came home, I thought plugging the box into the wall would be simple enough. Nope. I was wrong. I had to call them again. I spent 2 hours on the phone with them that night, answering questions about the account and the automated caller had to reset our box three times. Then once “it” said that our box was working, the TV reception in the area went out. So there would be no TV that night after all.

Since these events, I have avoided all contact with the company. I’ve only gone online once a month to pay our bill. So you can imagine my excitement last weekend when I realized I had to call them to begin the process of disconnecting our service.

To my surprise, my experience with the company was completely different this time around! The representative that I spoke with was incredibly helpful and our conversation lasted 5 minutes. I am not sure what he did differently, but one thing is certain, I enjoy speaking with a person rather than a computer. It makes the experience much more enjoyable. Comcast should definitely reconsider their current call center strategy and invest in more trained staff to increase their customer service. Someone in their company should pay attention to current business trends, read the Apple Experience, and benchmark themselves against Oanda — their representatives are always knowledgeable and  helpful. This will not only benefit the customer’s experiences, but it will help change their current reputation as the “company we all love to hate” into a trusted and customer-oriented company.

 

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