Are comcast employees getting more stupid?

930 Views 4 Replies 5 Participants Last post by trip1eX, Jan 26, 2021

Johnny Danger

Discussion Starter · Jan 20, 2021 (Edited)

I signed up for a package that has Comcast voice(VOIP) included however I never used it.
I asked the agent if I needed a special gateway to provide this service and he told me that I use the remote for the Cablebox(TV) to make the phone calls .

It was not just misspeaking but he was confident about it too repeating it over and over.

Next I went on the chat support for over 2 hours because the agent said he could not figure out how to transfer to a supervisor.

I asked had a rep call me and I asked them a question, they put me on hold for over 2 hours until the call got disconnected. Never came back even once.

I was told that I have to replaced my DTA adapters to get my TIVO working with a channel that is unavailable. I'm not sure what DTA replacement would effect my TVIO.

I was told that the TIVO BOLT can't do HD channels by comcast employee.

I then told another rep that I had a TIVO as my cablebox and they told me a TIVO was a Cablecard not a Cablebox.

It seem ever since the Coronavirus, their support has gotten even worse. Its like they are hiring people to work from home who have no training whatsoever.

Has anyone else noticed this as well? They have always been bad but this is a new level.

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dlfl

· #2 · Jan 20, 2021

Poor support from agents who know little about what they are supposed to support? Yep, I’ve noticed that over and over again from many different companies. The management doesn’t find it worth the cost to hire smart people and properly train them. That cost is far more than the profit they lose by not satisfying a few customers. (And it’s questionable whether there is a large enough labor pool of smart people to hire from.)

This general problem is made worse in the case of TiVo support because (1) TiVo’s (and the associated CableCARD and Tuning Adapter issues) affect only a small percentage of their customers and are a PITA to cable cos and (2). TiVo’s can have pretty complex problems, requiring extensive training if they are to be supported.

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tommiet

· #3 · Jan 25, 2021

They hang out with TiVo support agents on the weekend.... Now you know why.

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dianebrat

· #4 · Jan 25, 2021

dlfl said:
Poor support from agents who know little about what they are supposed to support? Yep, I've noticed that over and over again from many different companies. The management doesn't find it worth the cost to hire smart people and properly train them. That cost is far more than the profit they lose by not satisfying a few customers.

Actually it runs deeper than that, plain and simple support costs aren't worth it for a company anymore, lowest bidder, cheapest source is the default.
I worked for a company that had to do the studies internally and they all came to the conclusion that it was a money pit and there was almost no difference if we hired good or bad support, in fact the numbers showed that we came out ahead in P/L if we hired an offshore customer support team and lost 75% of the customers that called in with issues.

This ties into the fact that the majority of customers are no longer brand loyal, they shop bottom line only, catering to the loyal customers was such a small niche they weren't worth us keeping.
Sad but true.

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trip1eX

· #5 · Jan 26, 2021 (Edited)

That's just par for the course.

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