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cmdrsass
November 18, 2009 4:52 PM
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My experience with Comcast support staff leads me to believe their training consists of memorizing three responses:

1) \"We don't know if there are any problems in your area\",
2) \"Let's reboot your cable modem\", and
3) \"I don't have access to that information\"

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3 replies
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jeffbone
November 18, 2009 4:52 PM
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@cmdrsass: 4) \"We tried to contact you by phone to confirm your installation window, but no one answered, so we had to cancel the appointment\"
5) \"The installer arrived at your home but no one was there\"

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liquidnumb
November 18, 2009 4:52 PM
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@jeffbone: 6) Nobody's been to your box to install a filter in the last 10 years. You've been stealing cable.

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FLConsumer
November 18, 2009 4:52 PM
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@cmdrsass: 7) There can't possibly be a problem with the head-end.
8) The problem MUST be with your equipment.

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CaptainSemantics
November 18, 2009 4:52 PM
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Wait a minute...11 WEEKS of training? Surely this is a typo? Because no person I ever talked to at Comcast seemed invested in their job enough to stick around for 11 weeks.

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6 replies
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kexline
November 18, 2009 4:52 PM
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@CaptainSemantics: Is your computer plugged directly into the modem?

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kexline
November 18, 2009 4:52 PM
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@kexline: Ack, misplaced reply. That was for the first thread.

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North of 49
November 18, 2009 4:52 PM
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@CaptainSemantics: Actually, that isn't terribly off. I worked for an HP call center and we were up and running after 7 weeks of training. In this case I am thinking its likely 6-7 weeks of classroom style training followed by about 4-5 weeks of \"mentor\" training where they take calls but have someone at their elbow to help them.

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Laura Northrup
November 18, 2009 4:52 PM
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@CaptainSemantics: I would guess that a large part of these 11 weeks consists of taking live calls while being supervised.

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holytrainwreck
November 18, 2009 4:52 PM
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@Laura Northrup: It's a special, refined kind of incompetence that takes Craptastic 11 weeks to teach.

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Teradoc
November 18, 2009 4:52 PM
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@Laura Northrup:

I am also high suspicious of the \"11 weeks\" being training. I'm a utilities CSR and we're trained for only 6 weeks and when we finished we take a test or laid off if we fail. The test consists of knowing how to do everything from starting service & collections procedures (with Tariff knowledge) all the way to understanding how the grid works and such forth.
I doubt a cable company does 11 weeks of training for a csr, that just seems like way too much investment for what appears to be the results...

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Joeb5
November 18, 2009 4:52 PM
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I have some questions for comcast chiagoland

Why is there no CLTV HD? it can be in the csn+ HD slot to make it the same as CLTV SD that is shared with the part time CSN+ SD.

And why does CLTV have to shared with CSN+? why can't they have there own slots?

Why do need a full cable box at $5+/m to get CSN+ sd? when just need a DTA for csn sd?

Why is fox movie channel in the sports pack?

Why do some systems (but not all) in the area have speed in the sports pack? out side of chiagoland land on comcast it is in Analog / digital expanded basic?

Why is sci-fi in comcast digital preferred / classic?
out side of chiagoland land on comcast it is in Analog / digital expanded basic.

Why are the hd channels # just lumped in with the old analog to digal moved number channels (from a few years ago) with the ota sub channels as well. Why are not all the max, hbo, show, stars HD cahnnels # not next to each other? Other systems have there hd # better grouped. NFL Network sd and hd are right next to each other?

why does the web site list 285 as Comcast Info Channel HD the but the on screen guild lists it as csn+ HD?

csn+ hd is Comcast SportsNet Chicago + HD.

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6 replies
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ohenry
November 18, 2009 4:52 PM
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@Joeb5: It scares me somewhat to think that someone with a writing style like this has access on this website to the information to write an EECB for a complaint like that.

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dantsea
November 18, 2009 4:52 PM
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@Joeb5: I'm surprised \"why do the reps always hang up when I call?\" wasn't one of the questions in your list.

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SBR249
November 18, 2009 4:52 PM
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@Joeb5: reading that comment makes me lament the decline of the English language. Maybe it's time to turn off the TV and do something a bit more constructive.

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triscuitbiscuit
November 18, 2009 4:52 PM
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@SBR249:
If you notice his other comments, he can't spell or use elementary grammar, so it is no surprise that this post makes no sense. And you are right in regards to turning off the TV as that is all he comments about!

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nascardan
November 18, 2009 4:52 PM
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@SBR249:


Well said. Not to mention the complete lack of relevance.

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Antiks
November 18, 2009 4:52 PM
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@SBR249: It was an abortion, that's for sure.

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Razor512
November 18, 2009 4:52 PM
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Basic call center training.

no matter what problem the user reports, be it a damaged cable line or a faulty modem, the problem is still the users computer and clearing the internet explorer history and cache will fix it and if it does not then blame it on the user not following your instructions properly.

The purpose of the first level of tech support is to get you off the phone, they will give you the run around, provide useless info and be very unhelpful in hopes of you giving up

remember if a ISP can get you to pay 1 month of service and only provide you with 15 days of service, they make a lot more money than usual.

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4 replies
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darkrose
November 18, 2009 4:52 PM
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@Razor512: Not true at all about first level tech support. I have worked many a first-level support job and my job was NEVER to get someone off the phone. You may feel that the lack of information is that the rep is \"stupid\" but quite frankly, the problem is disseminating information to those on the front line.

Most cable modems can be reset if they are online, if a rep asks you to pull the plug it's because the modem isn't online. I also know that Comcast has certain proactive monitoring solutions in place that can declare an outage within minutes of the drunk loser taking out the telephone pole. If no outage is declared, then STANDARD troubleshooting steps should apply. Many times there's MUCH more going on behind the scenes while the rep is walking you through clearing the cache.

If there's an outage, there not any way to give an ETR. Sorry, but there's not.

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Razor512
November 18, 2009 4:52 PM
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@darkrose: When I had verizon DSL, a tree fell on the phone line in front of the house, (no phone or internet due to the line laying in the front yard)

I called verizon to report the problem and the support worker did a \"line test\" which came back fine so they blamed the problem on my computer. it took hours each day to finally get someone on the phone who was willing to listen to the problem and transfer me to a manager who then transferred me to a \"network specialist\" who eventually set up a appointment for a worker to come out and fix the phone line in front of the house

one of my friends have comcast and he received a faulty modem (it seems that they don't give new stuff) the modem would never fully boot and sometimes it would not turn on at all. The support blamed the problem on his internet explorer settings and after a while on the phone of him then me talking on the phone to try to explain the problem as simply as possible to hopefully convey the meaning of faulty modem, nearly 2 hours later they were able to schedule a replacement

My brother has time warner cable internet because in his area, verizon fios is not available. every 2 months or so the cable connection fails because the splitters on the outside of the home completely rust out and each time they fail, it is hours on the phone trying to get them to understand that the web browser has nothing to do with a rusty splitter and it is a common problem.

I currently have verizon fios and have not had any problems yet but I am sure that when I do, I will end up spending hours on the phone.

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dantsea
November 18, 2009 4:52 PM
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@Razor512: Were you talking to DSL or voice support? It's been my experience that DSL reps are clueless about line breaks, but the dialtone reps know how to deal with physical line issues.

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Razor512
November 18, 2009 4:52 PM
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@dantsea: I am talking about all of them, I have dealt with many of them and the problems have all been the same of the workers not understanding English.

no matter how many simpler ways you try to explain a problem, they don't listen. like with my brother having time warner cable internet and because they did not do a good job installing it, they have many splitters on the outside of the house which cant handle the NY weather and become rusty at around 2 months, they refuse to just redo the installation or use a splitter that wont rust out. and each call leads to a lot of wasted time of them blaming the connection problem on the users computer or browser settings. they don't understand if you explain to them that the problem happens around every 2 months and the fix is always the same and no matter what is done to the browser, it will not fix the problem.

then after hours on the phone, you finally get them to send someone to fix the problem, then when the person arrives, you explain the problem to them that the splitters rust out after around 2 months and if they can redo the installation to make it so the splitters are not exposed to the elements or at least use a better splitter and they only pretend to listen and just replace the splitters and then leave only to come back and replace them again

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dantsea
November 18, 2009 4:52 PM
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@Razor512: Well, I wasn't discounting that, but I was referring specifically to your experiences with FCC-regulated phone service.

And I am not at all doubting your anecdotes or anyone else's, but I am really beginning to wonder why I never have these problems with telcos or the cable companies on issues that seem to cast others into consumer pits of hell. I'm not an especially tactful person, I don't think I do anything other than go through the motions, I don't live in an area that would be known for its stellar work ethic. I honestly wish I knew why I don't have the drama everyone else does, because I'd love to share the \"secret\" with everyone else.

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Dienacarfire
November 18, 2009 4:52 PM
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@darkrose:

There are ways to give an ETR for an outage though, depending on the type of outage. If it is a simple node outage (the most common), those can generally be resolved between one to three hours. Also, the reporting tools that Comcast uses generally provide an ETR which is usually pretty spot on (+/- 1 hour).

If the outage is someone taking out a pole, sadly you are correct. Cable companies must wait for electric and then telephone companies to show up and resolve their issues before being allowed to do any work.

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doctor_cos wants you to remain calm
November 18, 2009 4:52 PM
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@Razor512:

remember if a ISP can get you to pay 1 month of service and only provide you with 15 days of service, they make a lot more money than usual.

I don't think it's that bad, but intermittent service issues (bad drop at pole causing modem to freak out every 8-12 hours) are just as aggravating as outages.
And according to most folks TOS, they don't have to provide recompense for outages less than 72 hrs.
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Marshfield
November 18, 2009 4:52 PM
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I wonder if they ever got their installers schedules figured out. We were moving next door and needed to connect our box to the existing wire. Guy is supposed to show up on Sat afternoon. I am in the back yard, don't hear the doorbell. Go out front, see the blue \"we missed you tag on the door\". Call the office within 30 minutes, and tell them to get him on the phone and turn around, or come do me after the job he's on. No dice, no way, no how. It'll have to be Monday. We went down to Sears, bought Dish network that very day and have been sattelite TV users ever since.

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TheRedSeven
November 18, 2009 4:52 PM
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Link is bad. Here is the right one:
[www.chicagotribune.com]

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1 replies
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kexline
November 18, 2009 4:52 PM
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@TheRedSeven: It's a Comcast story and the link is bad. Excellent.

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Piznoup
November 18, 2009 4:52 PM
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I don't know how much Comcast outsources this anymore, but I did Comcast tech support for 3 months. Three weeks training, not 11. I believe I was actually one of the more helpful ones.. And another kicker was, the call center was based out of Canada. No access to Comcast here. Shaw is the closest thing we have...

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2 replies
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North of 49
November 18, 2009 4:52 PM
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@Piznoup: Question, did you work with Stream out of Chilliwack for Comcast?

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That's Consumer007 to you
November 18, 2009 4:52 PM
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@Piznoup: I am wondering if the other 9 weeks are because they have been rightfully slammed for HORRIBLE customer service behavior and they are making double down damn sure that that changes. IF that is the case, kudos to them.

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Dienacarfire
November 18, 2009 4:52 PM
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The 11 weeks is absolutely correct, given a large class size. The training that I went through lasted 8 weeks, though my class consisted of only six people who all had very technical backgrounds.

To most of the responses here - It is not the agents fault.

Agents are constantly given mixed information, provided with very little support, and have limited access to utilities that have needed information. The techs you talk to can't provide you outage information if the people who work in engineering are slacking off (they constantly do, and fail to update outages, or provide any useful information to people at the bottom rung).

If an agent does not follow a set list of procedures (it's not really a script, but an outline for how they are supposed to structure a call) then they are dinged on performance. Even if you KNOW that resetting the modem is pointless, you must do it anyways or fear being written up.

As for issues with tech communication, floor agents are not allowed to call technicians. If they ask for a number to call them, they are told that it is not part of their job, and that they should fill out a form in an online tool (that is generally down, with no ETA). Agents can only go off what the tech told dispatch, who then only sometimes notes the work order, usually with abbreviations and jargon the agent has no idea how to decode.

As for agents blaming the customer for issues... That is what they are trained to do. Unless one of the near useless automated systems says it is a problem with the network, a node, or the headend, it couldn't possibly be (sarcasm!). Looking into an issue for a customer costs you valuable time which ends up reflecting very poorly during your performance review.

Yes, I will admit that there are horrible agents. I've known some of them, I've had to deal with their fuck ups. They don't get fired though. It's nearly impossible to get fired, unless you swear/scream at a customer, or happen to be constantly late. Hell, I know a few agents who violated federal law, and when their supervisors were informed of said issue, nothing happened.

I spent three years working for them, it was almost never fun.

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captainfrizo
November 18, 2009 4:52 PM
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@Dienacarfire: You spent three years there? Wow. I left after around 16 months, I just had it.

That said, you do raise a lot of valid points. The Call Centers are structured in a manner where the bottom-rung employees (the people who actually handle the calls) have all their hands tied in a manner where they simply can't fix a problem or get the information the customer (and the employee) needs.

Sure, I could walk you through what cable goes where, having you remove one of your three switches which all feed into computers acting as bridges to your Xbox which can't get online, I can walk you through your TCP/IP settings blindfolded to make sure you have it configured correctly.

When it came down to issues with a technician and his/her ETA I was completely and utterly worthless to you. Why? Because it's *designed* for me to be useless. If I call over to a \"supervisor\" to get an update on the tech's arrival (over half the people who are on the supervisor line aren't supervisors, BTW) before the appointment window closes I get the good ol' \"have them call back later once we're late\" line and a ding on my record. If I call over there when they are late I've already been yelled at by a customer upset that the tech isn't there and the last four calls didn't get her anywhere (thanks to the \"supervisors\").

On top of a flawed communication system, the vast majority of the people in the call center are completely worthless. They've either been there so long they're completely numb to getting yelled at and just don't care anymore or they're too young and naturally don't give a rat's ass about things.

Once I was formally out of training within a week I had people who had been around for years coming to me for help with problems regarding customer problems. I was stunned that they'd be coming to the new guy for help, generally it's the exact opposite.

A place like Comcast is absolute hell to anyone actually qualified to work there and also has a sense of self-worth.

Are there worse places to work for? I'm sure there are, somewhere. All I know is that when I gave them my notice I had not one but two true supervisors ask me repeatedly to stay, and those same supervisors usually encouraged people to quit immediately without notice, escorted people to the door, and slammed it in the former employee's face. So, I figure I must have done something right in my time there. Too bad for them they offered zero reason for me to stay.

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jeffbone
November 18, 2009 4:52 PM
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@Dienacarfire: \"To most of the responses here - It is not the agents fault.\"

True, except that a) we (Comcast customers) don't care, and b) to us, the agent *is* Comcast, so the agent becomes the target for complaints.

Increase the training to 11 weeks, 26 weeks, 52 weeks...it doesn't make a difference, if the agent can't *fix* our problem when we call. That the agent can't do so due to internal Comcast issues is an indictment of those internal problems, and should be an indicator of where Comcast should be investing resources -- not in some \"feel-good\" training classes that gloss over the real problems.

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That's Consumer007 to you
November 18, 2009 4:52 PM
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@Dienacarfire:
\"Looking into an issue for a customer costs you valuable time which ends up reflecting very poorly during your performance review.\"

And that is EXACTLY what is wrong with customer service today. The \"consultants\" that make millions of dollars designing (and outsourcing) call centers with this race-to-the-bottom mentality shouldn't be paid millions of dollars, they should be in jail cells rotting.

The ASSumption that going the extra mile is not only undesirable but punishable is repugnant. So are the metrics nazis that judge an analyst simply by numbers and \"beating the clock\" percentages rather than being a smart technician who cares about the customer and really fixes things.

I know when I call or have a tech come over, I want them staying until it is FIXED. For them to tell me \"sorry I have to disconnect you now\" or \"sorry I have to leave\" when the problem is not fixed, not because they have to escalate, but because some stats nazi decided beating a clock is more important than serving me is a f*cking insult and a disgrace.

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Dienacarfire
November 18, 2009 4:52 PM
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Also, something that might amaze you all is that almost all classes go through only a single week of actual calls before being thrust onto the floor without supervision.

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The Black Bird
November 18, 2009 4:52 PM
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They most certainly try to get you off of the phone as quickly as possible, no matter if they've helped you or not.

Twice in the last few years I've called their broadband tech support to let them know that I couldn't connect to the internet. Prior to calling I made all of the checks to make sure it wasn't on my end. and both times I've been told it's my equipment because, now get this, no one else has called in to complain. I asked, both times, didn't someone had to be the first to call, and why couldn't it be me? I never go an answer. As it turned out it was an outage both times.

How stupid can someone be if they can't realize that someone has to be the first to complain about an outage?

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Dienacarfire
November 18, 2009 4:52 PM
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@The Black Bird:

Again, it is most likely that an outage has not staged in the reporting tools used by the agents. There really isn't anything they can do at that point in time. The way the outage tool works is this - customer calls in, agent fills out a ticket going down a specific line of questioning. Once enough tickets in that LOQ are submitted, an automatic outage is staged. If not enough people call in, it is up to the engineering department to determine if there is an outage or not. The agent has almost 0 control over this issue because they are unable to communicate with the engineering department.

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That's Consumer007 to you
November 18, 2009 4:52 PM
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@The Black Bird: While it is certainly a last resort, if I get someone like the above + they are rude and mean, (after getting their agent ID), I use \"get a manager on the line or fix it or I'll get you fired\". They've earned the fear if they are simply doing nothing but hanging up on or discouraging people as quickly as possible just to get a paycheck they don't deserve.

Phone bullies gaming the system have no right to affect and ruin your personal real life at home, nor to ruin their employer's reputation.

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Dienacarfire
November 18, 2009 4:52 PM
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@Areyouagoodlittleconsumer:

You'd be amazed at out how ineffective talking to a supervisor is, in terms of getting an agent in trouble. The most that I have seen happen to an agent is that their supervisor talks to them, tells them to be nicer, and puts a little comment in their personal file. There are people working there who get many complaints per day.

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dragonprism
November 18, 2009 4:52 PM
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\"\"We are your mother, your sister, your family,\" Woodson said. \"We do care.\"\"

What is this, V for Vendetta?

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MedicallyNeedy
November 18, 2009 4:52 PM
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I am waiting for my receiver to magically fix itself in 15 minutes.
After pulling the receiver out of it's shelving to get the serial number.
The tech also had me unplug and plug it back in.
I already did it hour ago!...

So I waited 30 minutes before I clicked submit and guess what?
What to do? I'm sure this will suck another few hours of my day!

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savdavid
November 18, 2009 4:52 PM
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What a puff piece!

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medfordite
November 18, 2009 4:52 PM
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\"...But mostly I learned that taking customer service calls isn't as easy as it seems.\"

Indeed this can be the case if you are not an experienced customer service agent. I worked as a professional phone operator for over 14 years until last year when my company downsized. What people don't realize when you go into the job of a phone operator is that you cannot gauge the customer's mood or intent easily over the phone at first. You can have a customer totally firm with you on the phone, but really in a good mood. You can mistake that for an angry customer. Or, you can have a customer speaking fast on the phone and mistake that for them being in a hurry, rather it is because they are from a part of their region that speaks faster than most.

As CSR's you are trained to smile when you talk on the phone, as the \"Smile shows in your voice.\" Some of us would actually have a mirror and we would smile into the mirror when talking. I never did that, but found it to be the most effective method for some people and winning customers in sales and/or customer resolution. For me, I found that being an ACTIVE LISTENER (I emphasized for a reason), and Addressing the customer's issue like it was my own personally, helped make the customer happy faster than giving a run around.

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parrotuya
November 18, 2009 4:52 PM
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I worked in the \"white collar sweatshops\" of call centers for years. I hated every minute of it! I can assure you all that call center reps are only there to \"tow the company line\" and not help you. Why the long training? The different databases and application often don't talk to one another. So you have to learn how to us them all. Also, there is more time to indoctrinate you into the company culture - usually greed.

Citibank was the worst. Janus was the least bad. But they all suck. Do well in school girls and boys or wind up in a sucky call center job!

DOWn, baby, DOWn!

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vdragonmpc
November 18, 2009 4:52 PM
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Having dealt with Comcast for 3 months (Aug, Sept and Oct) trying to get my mothers phone functioning, I can say they have a major problem.

Just ask for credit towards services not rendered due to them NOT fixing the stated problem. Wagons circle and excuses fly. My favorite: Unless a tech is sent we cannot confirm your outage! HEY FOOL we called you and replaced FOUR modems! None worked.

HOWEVER wiggling the wire on the pole out front would get signal. Perhaps it was that crack job the installer did with the electrical tape on the pole holding the wire up? Maybe after 8 years it came loose? Broke the mount at the repeater from the wind whipping the wire around? Funny how fixing that ended the problems.

How did I as a customer get it finally fixed? I had to stand outside with a 200ft extension cord with THEIR modem plugged directly into the splitter at the base of the pole. The conversation went: \"yes its plugged in, no the computer isnt having a problem, no its directly into the line at the base of the pole, no the wiring in the house cannot be at fault as there is not house involved, no really Im right here at the pole. oh let me wiggle the wire, oh you see it now let me wiggle it oh its gone go figure.\"

After 3 months they finally sent a line tech. I can even send pictures of the other Bright orange cable they had coiled up in the field down the street that they forgot to bury for 7 years. (Its coiled up and hung on the pole now.)

Fios cannot come fast enough to the neighborhood. And no we did not get a credit for the lack of service over a 3 month period, We felt Comcastic about it.

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Eric Spears
November 24, 2009 11:38 PM
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I'm getting pretty used to the Comcast on-line customer service template. It's OK, if a little over-the-top with gratuitous politeness & sympathy. What's annoying is that they have recently been inserting ads in the middle of their tech support help. So they will tell you to unplug your modem & then say something like, \"While you are waiting, have you considered one of Comcast's many fine features to enhance your quality of life? Might I suggest visiting our Fancast site where you can download one of our many fine programs?\" Then they get back to real communication.

I have posted a recent circular conversation I had with a Comcast Tech Support person. It went on & on for what seemed like hours, and I could tell from the start that it was going nowhere....

http://daisybrain.wordpress.com/2009/11/23/my-conversation-with-comcast/

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spokanekim
August 17, 2010 11:42 PM
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I cannot believe I am writing this and will probably regret it later - but I called Comcast a couple of weeks ago for an issue with my broadband connection and the gal I talked to was very friendly, patient, and (gasp!) helpful in the end! We had to do 5 or 6 things to figure out the issue - it ended up being my icp/tcp settings - no idea how in the world they got changed or screwed up but they did. She went through the standard list of \"dummy fixes\" and when they didn't work she kept going until \"we\" located the problem and got it resolved. She chatted with me while waiting for me to re-start my laptop and we laughed together - the whole call took about 20 minutes. I was very sincere in my thanks and told her how great she was when we were finally ready to hang up. I should have asked for her supervisor so I could give her the credit she was due - hopefully that call was \"recorded and reviewed for quality assurance purposes.\"

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