Problem Solver
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613 Messages
Help on this forum from Comcast representatives.
I think it's great that employees from Comcast are now helping people with problems in the forum.
Sometimes though, it's frustrating when people report problems they are having and the Comcast rep tells them to message them privately, and then the thread stops.
Often others have the same problem, and it's frustrating not to see what solution was achieved. If the Comcast rep would come back and post the answer on the thread, it would make this forum more useful.
XfinityBrie
Administrator
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672 Messages
4 years ago
Howdy @AlanD! Thanks for posting to the forums. It's a pleasure to meet you. =]
Employees should be attempting to keep the thread as open as possible, inviting customers to a peer-to-peer communication in the event personal information needs to be exchanged (such as account information) and then circling back publicly once a solution is found. Generally the exceptions to this process would be something like account specific billing concerns.
That said, I'll touch base with our leadership and moderators here in the forums about this, so we can make sure everyone is on the same page, and we're all providing as much information as possible to all customers.
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BruceW
Gold Problem Solver
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26.5K Messages
4 years ago
Very true. And it's a pity. Sharing solutions publicly not only benefits customers, it also benefits Comcast, as it could somewhat lessen the load on their customer service offerings.
An OE who was very good at openly sharing solutions to customer problems without revealing PII was @ComcastTeds who, sadly, does not seem to have posted since the switch to the Sprinklr forum. Current OEs might benefit from spending a few minutes reviewing Ted's posting history at https://forums.xfinity.com/users/602c3342d0dc383eff67fe78 and following his example.
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