I recently read an article on msnbc.com called “Comcast customers startled by customer service“. I thought it was interesting because that actually happened to me back in April. I will be the first to admit that I have had some pretty bad experiences with Comcast’s customer service people; on a scale of 1 to 10 I would give them probably a 4. The main reason behind this was because we kept losing our connection on a regular basis and it would go down anywhere from a couple minutes to a couple hours. I called Comcast probably 3 or 4 times, in the span of a few months, complaining about it but without fail they all told me that it was my gateway because “we haven’t had any outages in your area.” Well that’s great but my gateway still wasn’t getting a good enough connection. I even asked them if I could send them the data from the status page that has all the downstream power info and such but they wouldn’t even let me do that. The thing that bothered me the most is they wouldn’t send someone out to troubleshoot it for me. I wasn’t about to go fork out 40+ bucks unless I knew with 100% certainty that it was my gateway and they weren’t willing to do that for some reason.
So back in April I wrote a blog about it and posted screen shots of my status page to see if anybody knew what all that info meant since Comcast obviously wasn’t helping me. The same day I got a comment from someone at Comcast asking for my info so he could help me out. I couldn’t believe it. I honestly thought it was some sort of scam because it seemed a little weird to me. But it turned out to be legitimate. I really appreciate them doing that and I think it’s a good idea, but at the same time I think it’s pretty sad that they have to hunt blogs for unhappy customers because their phone reps obviously aren’t doing a good enough job. It’s pretty bad when your own customers are surprised when they actually get GOOD customer service from you.
It turned out that the person I was in contact with was the customer service manager for my area. He sent a tech out and he had to install an amplifier because the signal wasn’t coming into the house strong enough. It WAS NOT my gateway like the phone reps kept telling me. I like the techs a lot. I’ve had to deal with them for work as well and never had a problem. It’s only ever been the people on the other end of the phone because they apparently don’t like sending techs out to check out problems. Silly me, I thought that’s what their jobs were.