Brian Ma's Blog (@zealoustiger)

Weekly insights from an Entreprenuer: To spend one year as a tiger is better than to live forever as sheep

Comcast. Not Comcastic. Score: -32

I’m not one to complain about things, but this is such a good startup lesson, I have to blog about it.  It’s about Comcast.  I’ve been a loyal customer for years – the occasionally call into customer support which is the usual horrid experience like any other company, but today’s experience just tops every other customer service experience I’ve ever had.

Let me chronicle my experience and keep a tally of Comcast’s “Comcastic Score”

  • 12:47PM: One of my tenants at my rental house email me about internet being down for the past day.  Me thinks: I’ll call comcast in a bit.  (+0)
  • 1:00PM:  I go to Comcast’s website to look for a phone number.  Lo and behold, I see a “Live chat option.”  Cool, I can chat online and work at the same time.  Score.  (+1)
  • 1:15PM:  I’m waiting for a rep.  (-1)
  • 1:30PM:  I’m still waiting for a rep.  (-2)
  • 2:15PM:  It’s been an hour and I’m still waiting for a rep.  Fail.  I give up.  (-5)
  • 2:30PM:  @comcastcares sees my random complaints on twitter and asks “Can I help”  (+2)
  • 3:00PM:  Still no reply from @comcastcares.  I figured I’d just call.  (-1)
  • 3:10PM:  Called in, went through usual customer service, reset router, reset stuff on their side, etc.  Call my tenants to see if internet works.  No.  I ask tenants to give them a call.  (-1)
  • 4:00PM:  Tenants call me back.  Apparently Comcast shut down our service yesterday because we were “using too much internet.”  We’re on 12 months probation.  ARE YOU SERIOUS??  Tenants likened it to getting kicked out of a buffet cause you’re eating too much.  (-10)
  • 4:00PM:  And we got zero notice, they just shut our internet down.  (-5)
  • 4:00PM:  And the guy they talked to was apparently a “rude inconsiderate jackass.”  Tenants didn’t think it’d make any sense to talk to him anymore cause they’d get nowhere.  (-10)

Let’s tally Comcastic score.  0+1-1-2-5+2-1-1-5-10-10 = -32.  FAIL.

Can someone please fix customer service for the good of the world?  kthxbye.

Photo courtesy:  Crunchgear

2 responses to “Comcast. Not Comcastic. Score: -32

  1. tigerblog2 October 13, 2008 at 7:23 pm

    Haha funny. That would explain it.

  2. JZC September 23, 2008 at 2:08 pm

    I’ve had fairly good experiences with the live chat when I can get in touch with a rep. I’m not 100% sure about this, but I tried the live chat a couple days ago and waited over two hours for a rep using FF3. I gave up, popped onto IE8 and someone got to me literally within seconds. I think it just doesn’t work with FF and nobody has bothered to mention it.

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