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Comcast's New Customer Experience VP Apologizes For Outages -

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Comcast's New Customer Experience VP Apologizes For Outages -

Comcast's New Customer Experience VP Apologizes For Outages -
// DSLreports - front page


As noted yesterday, Comcast this week suffered two major outages related to their X1 set top TV platform within several days of one another, something the company's new Senior Vice President Customer Experience, Charlie Herrin, has publicly apologized for. In a blog post, Herrin states the company is looking to contact customers who were impacted by the outage in order to given them service credits.

"In the process of upgrading the X1 platform with new services and features, a technical issue arose that caused problems for our customers," says Herrin.

"We're working now to identify the customers who were impacted to personally apologize and proactively give them credits which we plan to have out to them within the next two weeks. This issue was our fault and we want to make it right."

Comcast appointed Herrin to his new post back in September after several months of repeated stories about the company's traditionally dismal customer support. The company is trying to convince regulators to sign off on its $45 billion acquisition of Time Warner Cable, and as such wants to convince them the company is turning a corner in terms of support improvements.
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Valued Contributor

Re: Comcast's New Customer Experience VP Apologizes For Outages -

Thanks for posting that! Any word for those of us who were out and have not been identified as being out? I have heard from no one and was out for over 50 hours from Wednesday thru Friday. 

Contributor

Re: Comcast's New Customer Experience VP Apologizes For Outages -

Yep they offered me $10.00 and a free PPV purchase.  Thanks Comcast!  That makes it all better.