14 comments on “Service Failure, Three Ways

  1. Aargh! I wish I could say I’m shocked but unfortunately I’m not. At one time Comcast reigned supreme in the world of customer service (IMO) but ever since they switched to Xfinity they have lost all credibility in my world. I believe the X was done to signify their decision to remove customer service from their business model. I’ve had similar experiences over the last couple years. You’ve done a wonderful job of capturing the insanity of the X. So sorry you had to go through this. Hopefully you can easily get that added bill removed… Good luck, ma’am… 😉

    • More likely is that I’m going to cancel my service and just use Netflix. Since Xfinity will be requiring a cable box for the most basic of cable at some point this summer so they can charge the rental fees.

  2. Good Afternoon.
    I’m very sorry for the poor experience we’ve created here. I would like to review this with the leadership teams. Please email us with a link to this post and the phone number associated with your account. Please also include your twitter ID. We will pull the chat, call, and tweets and discuss with management. Thank you for this feedback. We look forward to hearing from you and the opportunity to make this right.

    Kind Regards,
    Melissa Mendoza
    Digital Media Specialist
    National Customer Operations

  3. Sadly, this type of service is all too common these days. Good luck with Melissa (per her above comment) and getting some good resolution. Thanks for the visit and the follow at my blog! 🙂 I think you are a dear friend of my dear friend Sarah? Love that girl!

  4. All I can say is that I am glad I don’t have to deal with this since I use a smaller local company for these services 🙂 Sorry for your troubles dude. I hope they all get resolved sooner than later.

  5. My experience with Comcast is that they give the appearance of customer service, but with absolutely zero follow-through or commitment. I fear the above contact is along the same lines. One time when I called with a fairly simple question, I’m pretty sure the second-tier person I talked to was faking a British accent and pretending not to understand my query.

    • Hehe. Was that “Comcast Jane?” Cause I’ve talked to her, too.

      It’s a really sad experience when you have to reach into the depths of the organizational structure to get the kind of service you should have received in the first interaction…

  6. As one who used to work for Comcast in 2005/6, this saddens me deeply. We had such a GREAT reputation for serving Customers both in inbound sales and with problem solving. At the time I was there the Beaverton Region was ranked in the Top 3 in the Country and the mandate was from the VP of our Region that we keep it there if not get better.

    How does a Company go from that to where they are now in 6 years? What was the change? It baffles me because QA was such a vital part of our daily work ethic on everyone’s part.

  7. Pingback: How to Fail at Incoming Phone Calls « Above Promotions Company

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