Comcast promises to make calls more convenient: Company plans to hire more call center employees
Comcast Corp. is taking steps to improve customer service ‚Äö√Ñ√Æ long a point of criticism for the cable industry ‚Äö√Ñ√Æ as it prepares to put its name on the local operation. A review of complaints to the Better Business Bureau since Comcast took control of Time Warner Cable in Houston and surrounding areas on Jan. 1 shows little change in the level of complaints. It does show customers fed up with waiting all day for technicians who never showed up, sales staff who didn’t apply credits correctly and customer service representatives who promised one thing and did another.
Comcast has been flogging the airwaves of late, telling those of us in the Houston-Galveston area previously saddled with Time Warner Cable that there’s a new sheriff in town. Yes, things are going to be different. $200 million worth of investment in their customer service infrastructure is supposed to convince that Comcast actually cares about their customers. Well, let’s hope they’re right. While I’m willing to give Comcast a chance, they’ve actually been piloting the ship under Time Warner’s name since January, and I’m not altogether certain there’s been much of a change.
I doubt any current Time Warner cable customers will actually miss Time Warner. Of course, there’s the whole “sticking with the Devil you know” idea. It’s quite possible that Comcast’s customer service will suck in new and completely different ways. “Wait and see” wouldn’t BEGIN to adequately describe my attitude. With the cable industry overall scraping the bottom of the barrel when it comes to customer service and satisfaction, trading Time Warner for Comcast may simply trading incompetence for lack of commitment and sloth.
I don’t expect much from my cable company- just make sure things work. When they don’t, and I understand that we don’t live in a perfect world, don’t act is if I’m an inconvenience. Taking care of customers really isn’t all that challenging or difficult.
Hopefully, Comcast will be an improvement…but note that I’m not holding my breath.
