Er... First got a 404Error on clicking the link from main Consumerist.. Then the download link for the ppt doesnt work.

Please fix Ben

Um, what's a "Comspastic Quality Experience"?! (Slide 5, bullet 2)

LOL, that's a great slideshow.

Some context here would be nice. Was this something presented to executives? Was this made by a disgruntled employee? Who was the target audience? And why isnt there much in the way of resolutions proposed?

@volks73: It's when customers go into spasms dealing with Comcast CSR's and phone reps.

Hahaha, holy shit, that last slide... "Thank God we're a monopoly!"

I actually have only one problem with Comcast: their godawful hardware. I've gone through six cable modems and three DVRs in four years.

Other than that, I've always had decent to excellent service from techs and CSRs, and they lowered my rate for me when I asked them to.

hehe, Comspastic.

But the question is, now that Comcast supposedly knows about the CQE, what are they going to really do about it (not what they say they're going to do about it).

@EyeHeartPie: yeah, but how'd they come up with that "brilliant" term? I hope whomever put the PPT slide show wasn't too dazzled by their own wittiness.

@Phreggs: Fixed.

This seems a bit fishy...

This powerpoint presentation should be emailed to every comcast executive out there.

Seriously!

Seems like there's a lot of parallels between Waiting For Godot and Waiting For Comcast!

It always amazes me that call center management is so out of touch with reality. At what point did it EVER seem sensible to force the CAE to complete the call within 6 minutes regardless of success and make sure to try and upsell the already upset customer?

"Disgruntled employee bitches about company on internet. Film at 11."

I went with Comcast... for all of three months. When Verizon got FiOS TV we immediately switched (we were FiOS subscribers). Short of trying to get a line buried correctly (they never did get it snaked around right) and get some word on when they'll do it, I didn't have any problem with them.

And after FiOS TV came in, I didn't have a problem canceling them ether. Looks like it was for the better.

Glad I'm not on VoIP.

What makes it internal? Because someone who "maybe" does "something" in Comcast made it?

It would be funnier if there was proof that it was made for more than a joke, let alone not a joke between two lower level employees.

Strangely enough, I can't recall any major problem I've had with Comcast service or technicians. Now Verizon and DirecTV on the other hand...ugh. Hate dealing with either.

I do share the gripe about the low channels moving to higher places. My bill *should* decrease, dammit!

@Troy F.:
"Let's leave"
"We Can't"
"Why Not?"
"We're waiting for the Comcast repairman."

That's awesome. Hard to believe it's actually an internal presentation from comcast. Even harder to believe that if it is, they will actually do something about it.

We dropped Comcast some 5 years ago, for satalite, we'll never go back. cheaper, better channels and service (while not perfect) is better.

I hope that Comcast's top management sees this and takes heed.

Remember, Comcast execs: The first step is admitting you have a problem.

We desperately need some new players in the cable-provider business. Comcast is pretty much the only non-satellite HD-providing game in town for me.

Am dealing with Comcast hell all this week... And, AT&T hell. I'm in hell this week. (sigh) Just submitted my story, we'll see if it gets posted. :(

@rjgnyc:

Agreed. This looks like it was probably made by somebody who works for Comcast, but who? To what audience was it given?

Also, whoever wrote it doesn't know the difference between there and their, which is never particularly reassuring.

I don't think this is an internal PowerPoint - looks like it was just made by an employee. That's doesn't make it an internal document.

That, I mean.

@Troy F.: It's the worst thing in the world to turn a support center into a reverse-telemarketing center.

I'm glad with Whirlpool we never did that. A different beast, but one that I'm glad to have worked with.

When I worked, It was my job to get the customer's wants to the people who could help them, sure I had some tips, but I new that my job was either to schedule a service call for an appliance, or get this person to someone who knew more about the processes than me.

Sure, we had Calls Per Hour we had to meet. We had to follow certain guidelines/scripts on calls for the most part. But a CSR should ignore all that, and focus on 1 thing to the detriment of all others. Making sure the people that call for help, get it. I didn't think apologizing was going to make anything better, and deep down, the callers knew that.

Off Tangent, there were only a few that I couldn't help. One lady had threatened the last technician with a gun. I'm sorry, but that voids the warranty of all our products.

Another man called and wanted to schedule a tech to come out and didn't know the make, model, or type of appliance that needed fixing. I convinced him to have his spouse call back, since our techs needed to know which tools to bring.

@InfiniTrent:

Agree. Too many smoking guns for class actions,antitrust,etc. for these (accurate) observations to be put in written form. Either that or they are incredibly stupid.Or incredibly arrogant.

It is funny,though...

that last slide was gold

@InfiniTrent: Nope but by not being a Comcast sanctioned PPT written by what appears to be an actual call center employee you can pretty much guarantee its authenticity and accuracy.

@Crabfeast:

Hahaha, holy shit, that last slide... "Thank God we're a monopoly!"

Best quote ever from a company presentation:

"Y'all dont fix S*#t!"

ROFL!

Its not real... first of all it refers to "according to comcast" - no company refers to itself that way nor would they call themselves "comspastic"

What do you expect from a company whose PowerPoint developer doesn't know the difference between "there," "their" and "they're?"

P.S. Can't be real... no corporate presentation ever could end with "Thank God we're a monopoly".... right?

This is one of the best things I've read coming from the bowels of Comcast. It looks like it was written by a frustrated exec getting too many elevated service calls.

It's honest and states the problem: comcast customer service sucks.

Hopefully, this presentation will help them change things. Perhaps, one day, we'll hail Comcast the same way we hail newegg or netflix.

Baaahahahahaha.

@homerjay:

Nope but by not being a Comcast sanctioned PPT written by what appears to be an actual call center employee you can pretty much guarantee its authenticity and accuracy.

But that doesn't make it an "Internal Document" as the headline suggests - just a PowerPoint made by an apparently disgruntled insider.

@moore850: judging by the tone of the presentation, it looks like the last slide is sarcastic, judging the CSA for doing a poor job.

Just my opinion.

OH MY! This is great! No cable service is perfect, but jeez... this PPT is awesome.

I hope they use this public shaming for GOOD, and clean up their shoddy everything.

funny but I call total BS on this.

@Ben Popken: Ben, what evidence do you have that suggests this was written by a Comcast Account Executive?

Is it possible that Comcast CS just got worse? I recently had to call 1-800-Comcast and got a spanish-speaking person, but when I spoke, then asked in english who I was calling? I asked if this was Comcast and they replied "one moment please" and transferred me. So 1-800-comcast phone number does not get answered by Comcast now?

On slide 17 they have "theconsumerist.com" instead of "consumerist.com"

They are terrible, they cant even get quoted sources right!

I've had nothing but positive experiences with the Customer Service and tech support representatives I've talked with. The hold times have been short, they've had the answers I've needed and even gone out of their way to help me solve some pretty tricky technical problems.

And when I moved three years ago, everything transferred flawlessly.

And no, I don't work for Comcast.

Im in Comcast HELL!!!! right now. I have been with out service since May 27th! At first they said they accidentally disconnected my service when a tech was turning some one else's off. Then the tech came out and turned the wrong one back on. Then I had a tech come an INSIST the outside cable box is on the roof, which they don't have access to. After not taking his word and telling me I was wasting my time looking for it, I found it on the side of the apartment. Tech proceeded to connect each cable in the out side box (they were not labeled with apt numbers) while he had me on the phone and asked me is it working yet? After trying around 20 different lines NONE worked! Tech said I think there's something wrong with your line I will call my supervisor and have them call you back. Never called back. Call up tech support. They say some one will be out there tomorrow. Asked do they need access to my apartment, answer NO. Get home next day nothings working. Call CS, oh they need access to you apartment. Ask them why since all they need to do is reconnect me!. CS agrees says person will be there tomorrow and you do not need to be there. call next morning. Are you sure No one needs to be here, CS:Yes no one need to be there. We can do it with out you. Go home, nothings working call CS. Tech said they needed access to you apartment. Tell CS to set an appointment for Tuesday night after 5 no one will be there before 5. Please make sure you set it for 5. Next day get a Voice mail on my cell. Hi its 4:01 and no one is here, you'll have to reschedule click. Call CS, what happened. CS:your appointment was set for 4pm-7pm I do see in the notes that you wont be there until 5 but the tech's don't always read the notes. Set a new appointment. 4-7, Fiance cancels tutoring appointment ($50). Comes home 3:30. 4 no one shows up, 5 still no one, 6 nope, 7 call CS. We had an appointment today and no one showed up. CS:Ok, I see it. hum don't know what happened it's in the system, would you like to scheduled another appointment? ME:U mm my cables been out for over 2 weeks what is going on. CS:Let me look at your notes. Wow never seen any thing like this.(yeah right)well it looks like maybe your line was cut. ME: Cut? what do you mean I thought it was disconnected. CS: im looking at some back end notes and it looks like they think the link is broken, then it says 2 weeks. ME:2 weeks? for what? CS: to get it fixed. ME: what happened to today? I don't know, I can have the head tech person that handles all the contractors to call you. ME: ok.
next day, no call. Day after no call. Call CS. Tell them a tech was supposed to call me, puts me on hold. Says tech will call you later today. Tech calls. Asked him why the tech didn't show up or call to cancel appointment the other day. Tech: Well you see, we give the tech's their jobs and sometimes they do them and sometimes they don't (WTF)ME:What?? Tech: Well with things like these you know, around the country if we were in a different state we wouldn't even fix this. We would tell the customer sorry, cant be fixed. ITs not worth the money (WTF!) Me: So are you telling me it cant be fixed. Tech: No, just that you have to understand we don't have control over these contractors. Some times the do the job, some times they dont. Me: Ok, that's crazy, but when will my line be fixed. Tech: Well I have to do some checking around and see what we can do. We will have some on call you back.
No one calls back. Im so crazy out of my mind pissed that I deiced to just wait and see what happens. Nothing for 1 whole week NOTHING, no calls, no tech, nothing. I finally deiced to call a CS again. Me:hi can you read the notes please. CS: ok, give me a minute. umm ok there's allot of them. can I put you on hold. I want to call the last CS person. OK im back, there not in right now. Can we call you back. Me: Sure. That was Friday the 13th. today is june 20th. No call, No tech, still no service.

The last slide makes me think this is not a real PPT from Comcast.

This place needs more ./ style "rfta" comments directed at the commenters who are calling BS because it doesn't read like an official powerpoint. The summary says It was created by one of the CAE (call center guys) and is being passed around to their buddies. It's reading comprehension, people; if you don't catch it the first time, look again.

Just because the internet can get you information quickly doesn't mean you need to read it quickly.

Even their powerpoint presentations are buggy. From slide 13:

"Yes, lots of customers are subscribing to CDV. However, a lot of them are complaining about there service..."

That should be "THEIR service..."

Why is it I spaz when I see someone who is probably getting paid more than I incorrectly use the there/their/they're word (on slide 13)? I completed 2nd grade, just like they probably did.