Customer Support Initiative
Why do I need to call be directed to the retention department to get anything fixed? I spent 2 days trying to get a modem working, that took 10 minutes with the retention department. Customer service still leaves a lot to be desired with Comsast. At one point, I could hear a conversation between the agent and her supervisor. He was coaching her to lie to me while on the phone. If it had not been for retention fixing my modem, which had been working and reset by a Comcast agent, I would have canceled.
Is there an initiative to hire agents that know how the equipment works?
Also, while trying to fix the original problem (turns out it was due to throttling my service), I receved a new modem. The modem in question will not work with my service. It was a model that will not work with the speed that I currently have; as told by Comcast.
My second question then, why did I receive an upgraded modem that would never work with my setup?