Comcast is responsive

Well, the solution to our problem seems very close at hand.

I have to admit now that those representatives from Comcast / Xfinity with whom I and my wife have dealt with since my original post have been very helpful. I received a comment on this blog, which of course goes to my email … and then received a few direct emails from them asking for specifics and offering a promise to help.

And help they have been. … We’re near a solution – hoping that the service call tomorrow will bring it all to a close – unless something disastrous happens.
There were a few curious parts to this trying experience:

• Each time we called, it seemed that the Comcast representative on the phone didn’t document their suggestion nor the results of the suggestion. I have to think that if they had a running log of the calls made, the solutions offered AND that these solutions didn’t work those representatives could have (should have) escalated the issue to those who could solve the problem.
• I understand the need for any company to be consistent in how it addresses customer issues – thus the typical “check list” or script they’ll use when asking questions and such. Yet, it had to have become obvious at some point (because it sure was obvious to us!) that this basic, bare-boned, consistent approach wasn’t getting anywhere. Why wasn’t there a way for them to take the initiative and move away from the pre-determined script to truly address the problem. (After all, we were just asking for regular service and nothing out of the ordinary)
• It took my post and my broadcasting them on this blog and in Google Circles to get any real response. And that response quickly moved up the chain to their corporate HQ. Why should it have taken these more extraordinary measures to get results? Again, I think that there is a break in their CRM system or process or that their employees are not competent in customer assistance.
• Follow up was greatly lacking. And this only exacerbated the feeling of being abandoned by Comcast. What would it have taken to make a quick follow up phone call? or perhaps an email message? If this is standard practice, then it wasn’t followed. If it is not standard practice, then it should be.

These are curious, indeed. And inasmuch as it took this long … the folks we are dealing with are doing everything they can to solve the problem and are being very communicative. For that, I am thankful.

So we are hopeful.