Wow, has it really been 6 months? I need to update more often. I know, I know, I feel like I say that (to myself at least) every time I update, but there really hasn’t been much happening to write about.
It seems to me that everywhere I look, someone is complaining about Comcast or Verizon and their terrible customer service. I know that “the squeaky wheel gets the most …” blah blah blah, but I’m curious what their ratio of satisfied to unsatisfied customers is. Because really, there are alternatives. Not so much for cable or phone, depending on where you are, but with mobile phones at least there’s really not a whole lot of reason to stick with your current provider if you’re unhappy, and yet somehow these companies remain in business – they must be keeping someone happy.
Now, part of the problem seems to be that people call support for stupid reasons. If your cable goes out at 2am, call support but don’t be too mad if it doesn’t get “fixed” for a couple of hours, because chances are they were doing maintenance while most of their area was asleep. It sucks for those of us that are online at 2am because of our schedules, but we’re statistically few. On the other hand, if it goes out every day at 2am, that’s a good reason to call and start complaining.
My interactions have been minimal. In the last year I have been the owner of a Comcast Account, I have called them twice. The first was a year ago, to set up my account and get online with my purchased modem. The second was today, when I called to upgrade my account to add TV service. Both occasions were relatively quick, I was given the information I needed to make an informed decision (combined with research earlier in the day), and so far I’m happy. They were a little pushy for a couple of addon services that I neither can afford nor have desire for, but their goal is to make money. The tech is coming out to get us set up for TV on Friday and I’ll update if that doesn’t go well.
Am I in the minority? Are there really so few of us that have positive interactions with these large, terrible companies? Really, my only major complaint in this situation is that I had to call to make the change. Comcast’s website knows that there is an active account at my address when I enter it in looking for deals, but then it just tells me there are no deals and that it can’t find my address in the system to make changes to the service. That, to me, is the epitome of frustrating.
In closing, Comcast, please fix your website’s backend so that people like myself don’t have to call to make changes to our service. Let the customer service team know that they did well on at least these two occasions. And if you want to reward me for giving you a good review, you can always lower my bill a few dollars a month. You really don’t have to though, for now I’m a satisfied customer and expect to stay happy until we move to a location that forces us to switch provider.