No Signs of Intelligent Life

Comcast – The Bigger They Are, The Harder They FAIL

What do you get, when you take a poorly managed company with a poorly trained staff that uses outdated technology to maintain an antiquated infrastructure, AND, you shake up the management, train the staff, hire an educated field worker and give him the latest technology and send him out to maintain that same antiquated infrastructure? You get massive “FAIL”.  And I believe that sums up Comcast (our cable company).

For 20 years, as a loyal, albeit somewhat captive customer of Comcast. (I use them for cable, internet, and phone.  And by the way, there is absolutely no substitute for a good old fashioned land line, so whatever else you choose just isn’t as good … period.) I have watched them grow into a behemoth.  A sluggish, lumbering, giant that just can’t seem to get out of its own way. This isn’t meant to criticize any single area of their operation.  Scratch at the surface and you’ll see that the company has increased their service staff both at their phone banks and in the field,  and once past the telephone gauntlet, their customer service personnel are genuinely pleasant and seem well trained (at least they are more adept than HP’s people). Beyond that, their field staff is well-trained, extremely personable, and seems bent on making things work.  And even their sales people give it the old college try.  No, they have amassed an army of diligent workers.  Indeed, since the whole of Comcast is far less than the sum of its parts, this is a blanket condemnation of a company with systematic failures.  Although they keep doing things over and over and over, they just can’t get anything done.

I submit: It is impossible to provide the level of service to the home or business as promised, as our governments negotiate for, and that the consumer is paying for, using infrastructure that is several decades old.  It is analogous to expecting the bullet train to perform at 120 miles per hour while sending it down a track built as part of Roosevelt’s WPA program.

So why don’t they replace the tracks? …..… Can you say satellite!?!  In fact, should you be saying satellite?  Shouldn’t we all?  Sooner or later we will.

Those who use satellite for TV or Internet know that it’s definitely no panacea.  Someone passes wind in the next town and you lose reception.  But that’s changing, and will continue to change as fast as technology and economics will allow.   Since technology is already leaps and bounds ahead of what’s available to us right now, I’m guessing Comcast will jump on the satellite bandwagon when the economics and our threshold for pain as consumers bites them.

Until then, between industry greed and government complacency, stupidity and shortsightedness, the consumer will get continue getting screwed.

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16 Responses to “Comcast – The Bigger They Are, The Harder They FAIL”

  1. Bob says:

    I noticed that this particular blog has already been viewed over 400 times, and it occurs to me that anyone reading this now might think that the issue is resolved. Not so! Perhaps for today, perhaps a single issue, but not the real issue. In fact, I think I’ll do an entire blog on it so we can discuss it a bit.

  2. Bob says:

    I noticed that this particular blog has already been viewed over 400 times, and it occurs to me that anyone reading this now might think that the issue is resolved. Not so! Perhaps for today, perhaps a single issue, but not the real issue. In fact, I think I’ll do an entire blog on it so we can discuss it a bit.

  3. Bob says:

    I am pleased to say that I have had no downtime yesterday or today. I will keep monitoring, but at least there is hope now :)

  4. Bob says:

    I am pleased to say that I have had no downtime yesterday or today. I will keep monitoring, but at least there is hope now :)

  5. Bob says:

    I was hardly online or on the phone for a few days, so it’s hard to determine when and for how long the interruptions occurred. As I said, these outages are temporary and generally last around 30 minutes. Nevertheless, at some point during the day on the 6th, the websites I’d been on were showing the dreaded time-out notification, so I obviously experienced at least one incident.

  6. Bob says:

    I was hardly online or on the phone for a few days, so it’s hard to determine when and for how long the interruptions occurred. As I said, these outages are temporary and generally last around 30 minutes. Nevertheless, at some point during the day on the 6th, the websites I’d been on were showing the dreaded time-out notification, so I obviously experienced at least one incident.

  7. Bob says:

    Saturday, June 4th: I received a call from Elsie in the Ft. Lauderdale corporate office. Elsie also said that unless the system is broken there was no use in trouble-shooting. This is beginning to sound distinctly catch-22. Unless it stays broken it can’t be fixed. And, according to a few of the technicians, the digital signal that gets interrupted because of a spike, disturbance, static or such on the line, should only last until the signal is once again sent by Comcast to my modem or my modem requests a signal from Comcast. So the chances are it will never be in a state of total disrepair; Comcast will never be able to trouble-shoot the line; my system will continue to be interrupted and go down intermittently; and I must continue using my cell phone for important calls.

    To be continued………

  8. Bob says:

    Saturday, June 4th: I received a call from Elsie in the Ft. Lauderdale corporate office. Elsie also said that unless the system is broken there was no use in trouble-shooting. This is beginning to sound distinctly catch-22. Unless it stays broken it can’t be fixed. And, according to a few of the technicians, the digital signal that gets interrupted because of a spike, disturbance, static or such on the line, should only last until the signal is once again sent by Comcast to my modem or my modem requests a signal from Comcast. So the chances are it will never be in a state of total disrepair; Comcast will never be able to trouble-shoot the line; my system will continue to be interrupted and go down intermittently; and I must continue using my cell phone for important calls.

    To be continued………

  9. Bob says:

    Saturday, June 4th: This morning, once again the system crapped out for about 20 minutes. Again, I called and asked that a note be placed in the file.

  10. Bob says:

    Saturday, June 4th: This morning, once again the system crapped out for about 20 minutes. Again, I called and asked that a note be placed in the file.

  11. Bob says:

    On Friday, June 3rd, I again had an outage of service. I called, and asked that the CSR make not in my file about the call. She asked it I wanted a technician to come out and check on the system, and I said yes, so long as he brings a shovel. She failed to see the humor, and noted that if it’s not broken then the tech can’t trouble-shoot the line. I’m quite sure that’s incorrect, but this saga has been going on for 6 months so I’m fairly burnt out already.

  12. Bob says:

    On Friday, June 3rd, I again had an outage of service. I called, and asked that the CSR make not in my file about the call. She asked it I wanted a technician to come out and check on the system, and I said yes, so long as he brings a shovel. She failed to see the humor, and noted that if it’s not broken then the tech can’t trouble-shoot the line. I’m quite sure that’s incorrect, but this saga has been going on for 6 months so I’m fairly burnt out already.

  13. ComcastMark says:

    Hello Bob,

    I work for Comcast and I would like to share your experience with our local leaders. So that we can address your concerns, will you please contact me; provide your account information, a link to this page and your best contact number?

    We certainly want to provide our customers with good experiences and we certainly want them to feel good about the service that we provide. We have been working hard to improve the way we serve our customers. For more information on our efforts, please feel free to visit the following url:

    http://www.comcast.com/Corporate/Customers/RickGCustCare.html

    Have a great day and I will look forward to your reply! 

    Mark Casem
    Comcast Corp.
    National Customer Operations
    We_can_help@cable.comcast.com

    • Bob says:

      Not surprised to get a response from you Mark. No doubt Comcast is adept at monitoring and defending their reputation within the social media community. And you’ve helped put an exclamation point on how well the individual components operate. In fact, I’ve participated in several dozen of Comcast’s phone surveys and have always rated the service at a 5. Oh … wait, that’s the issue isn’t it. That I’ve had several dozen occasions to take that survey doesn’t speak well for the system itself, does it?

  14. ComcastMark says:

    Hello Bob,

    I work for Comcast and I would like to share your experience with our local leaders. So that we can address your concerns, will you please contact me; provide your account information, a link to this page and your best contact number?

    We certainly want to provide our customers with good experiences and we certainly want them to feel good about the service that we provide. We have been working hard to improve the way we serve our customers. For more information on our efforts, please feel free to visit the following url:

    http://www.comcast.com/Corporate/Customers/RickGCustCare.html

    Have a great day and I will look forward to your reply! 

    Mark Casem
    Comcast Corp.
    National Customer Operations
    We_can_help@cable.comcast.com

    • Bob says:

      Not surprised to get a response from you Mark. No doubt Comcast is adept at monitoring and defending their reputation within the social media community. And you’ve helped put an exclamation point on how well the individual components operate. In fact, I’ve participated in several dozen of Comcast’s phone surveys and have always rated the service at a 5. Oh … wait, that’s the issue isn’t it. That I’ve had several dozen occasions to take that survey doesn’t speak well for the system itself, does it?

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