Xfinity/Comcast failure to improve customer service - despite numerous good suggestions submitted :-(

 

1. The auto attendant repeatedly insists that I reset my modem even when I make it clear that it is not necessary.  This is unacceptable.  The auto attendant should give the caller an easy way to avoid this road block.

2. Reps are unable and/or unwilling to provide an approximate hold time.  This is unacceptable.  Reps should always have a rough sense of what the hold time is and if not, should have the ability to give the caller the option of getting a call back rather than having to wait on hold. Reps should also take the initiative to tell the customer what the approximate hold time will be rather than only discuss it if the customer asks.

3. Reps abruptly put customer on hold and don't come back.  This is unacceptable.  Reps should wait for the customer to acknowledge that being placed on hold is OK.  The rep should also indicate the approximate hold time in minutes (not "a moment" or "a sec"), and/or offer a call back if the customer would prefer to not wait on hold.

4. Reps promise to call back if the call goes dead, but they don't call back.  This is unacceptable.  Reps should immediately call the customer back if the call goes dead. 

5. After auto attendant and phone tree is complete, I get transferred to music and it doesn't indicate how long the hold time is.  This is unacceptable.  If putting a customer on hold, the customer should be informed what the approximate hold time is and be given an option of getting a call back when their spot in the queue comes up should they not wish to remain on hold (this is called virtual hold).

6. Customer service rep said I  would be comped a set of pods, but the store insisted I had to pay for them.  This is unacceptable.  If a rep says the customer will be comped equipment, either the equipment should be comped or the customer should get a credit in the amount it costs the customer to buy the equipment.  

7. When placing a call to have my new modem activated, the overall phone call time took over one hour from the time I placed the call until I had my new modem activated.  This is unacceptable. For activation of a new modem, it should not take more than about 15 to 20 minutes from the time the caller places the call until the modem has been activated and the call is complete. 

8. Phone did not reactivate when new modem activated, nor was customer told the phone would not reactivate.  This is unacceptable.  If a customer runs their phone line through the modem and has the modem replaced, the rep who does the activation of the new modem should either ask the customer if they have a phone line or check the account themselves to ensure such activation of a modem doesn't leave the customer without an active land line. 

 

9. New modem constantly drops calls.  This is unacceptable.  In this advanced technical era, a brand new modem should not function intermittently.  Such equipment should be properly tested prior to it being sent out to customers.  

10. Reps don't provide call back numbers or email addresses.  This is unacceptable.  If a customer is speaking with a rep and is put on hold or the call goes dead and the customer needs to get back in touch with that rep, a direct line should be provided for that customer to get back in touch with the rep.  Perhaps a case # could be provided and the customer enters their case # at the prompt.

11. System won't allow me to open a case and leave it open until it is resolved.  This is unacceptable.  Customers should be permitted to open trouble tickets online or via phone and be able to reference the ticket # when calling back.  The trouble ticket should remain open until the customer is satisfied the issue has been resolved.

12. Reps don't provide customer with clear step by step instructions.  This is unacceptable.  Not only are most of the reps unable to provide step by step instructions, the Xfinity literature they provide to the customer is not always clear.  

13. Lower level support reps try to solve problems which are well above their technical capabilities.  This is unacceptable.  If the issue is something the customer has not had experience with or is not capable of solving in a timely manner, then the call should be escalated.

14. If there are not enough reps to handle the volume of calls, offer virtual hold queues or allow customers to set up call backs at specific times in the future.

15. Tech support reps are unable to provide contact info for customers to easily reach them.  This is unacceptable.  Either direct phone # or email should be provided so customers can get in touch with the tech support rep who is handling their case.  If that would be problematic, then the customer should be able to set up trouble tickets and reach their problem resolution specialist via an online portal and the case #.

 

16. At the beginning of the call, reps are not verifying a good call back # for the customer.  This is unacceptable.  One of the first orders of business of a rep when the customer comes on the line should be to ensure they have the correct call back information for the customer.

17. Comcast does not proactively follow up with customers to ensure their issue has been resolved.  This is unacceptable.  A follow up call, email or text should be sent following any trouble issue which is presented to Comcast if it was not fully resolved during the initial phone call.