Why is Comcast's customer service so bad?

Comcast's customer service policies have come under fire after a recorded phone call went viral. Nilay Patel talks to Adrianne Jeffries about Comcast Confessions, an investigative reporting series about life inside America's largest cable company.

[domerbuz]

Comcast could fix 90% of their customer service problems by simply NEVER raising monthly bills without calling the customer and give them a heads up. Most people I talk to and myself included, get infuriated when their bill is $30/mo more than expected. I have no problems with Internet, TV or mobile phone service.

[msknff]

I worked there for 5 years, trust me what she said was so minor compared to what is really going on. Sales wasn't incentives, it was do or get fired. I avoided getting fired by 1 day because the District manager changed the policy. I am a tech rep, not sales.. If I wanted to sell I woulda sold! The entire time I worked there they insisted they were going to make the changes that she recommended. Never happened. I have seen people get fired over such heartless issues. It wasn't usual to see an ambulance pull up when you arrived at work and someone being carted out.

[lbmuscle]

More like con-cast. They're all about ripping the customer off.

[RyanRicketts]

Comcast should really watch this. It's pretty insightful and basically free consulting advice for how to fix customer service problems. Can't wait to read the series from Adrianne.

[bathomas]

also, no, we can't transfer you to tier 2.

[SraMentolada]

I worked for comcast 7 years ago and it was the worst experience in my life.

[brunopercasti]

I was supervisor representative for Comcast bullying and honestly, after my time there I found out Comcast sucks Foreals... How come for charge a Cx for sending someone to fix the boxes or do whatever the need to fix a service you're paying for? You pay a monthly rate for boxes then need someone to fix that? How come? On top of this they force us to sell then if you don't sell harassment to be sacked... How come didn't feel like I was selling a good thing I mean I knew it was going to cause them problems. The point so many lies to the Cx to close a sale. Like waive install charges or they visit.

[kathiharcarik]

I tried calling, texting and chatting online but no answer. Something is wrong. I can't talk to anyone because you won't answer phone. Overcharging on my autopay, that was supposed to be a discount with autopay. Company is on the downlow. Do not go with them. Whats bad is they are all out of Where is the FCC and the Government watching them? Its shocking that there are so many complaints with no help in

[chuckhole]

Nothing has changed with Comcast/Xfinity customer service as of 2022, 8 years after this video from 2014.

[leoftw]

As a Comcast employee, I think in needs to go both ways. Like if you call understand I'm sorry it's not working I want to fix it, personally fixing issues is the best part of my day. If you'd going to call in and yell and scream because you do not understand what an HDMI cable is it's going to be a lot harder to help you. And yes I can't get a tech out there for two days, its just like any other appointment based service the spots get filled and we have to go with it. I am a customer at a lot of places I spend the money I make but that dollar that I just uses to by a big mac doesn't make me better than every one else. I've worked a lot of jobs and I find people a sense of entitlement when it comes to cable a little crazy.
TLDR: if you call in be nice and let's get it working together.

[LynnWatson-dbyl]

Tryed for an hour to talk to somebody. Automated kept hanging up on me any # I called. All I need is to change my billing from Visa to Bank account. I just want to pay my bill. How hard is that? I called 4 places to change billing and there was no problem. So I decided to just write them and Google has no address. What am I suppose to do. There was one resort give chat my Visa # and pay $1 which is impossible because the card is dead until I get a new one in 7 days in mail.

[kash]

I was a CAE for comcast wireless tech support, and yes we are FORCED to sell while fixing wifi issues, its not fair. I know how wifi is so troublesome because almost anything affects it, so we need to focus on fixing the issue, but recently they told us to add sales into our calls when we are done, which is stupid because I hate selling, I love helping and fixing things. So its not fair to force us to sell, just let us help the customer or else the service will continue to be ugly, thats a fact.

[DennisBible]

 I canceled my service on 10/13/2014 and was told I would receive a prorated bill.  I received a bill for $49 with a due date of 11/13/2014.  On 10/30/2014 I received a call from a collection agency.  Comcast sent the bill to collections on 10/28/2014 a full two weeks before it was due! I was told that I would now have a lower credit score because of this and Comcast refuses to fix it

[shadowgun]

Fios is a better service and people tend to like them more.

Comcast couldn’t have that so they started “legally” bribing landlords and apartment owners to force the service down customer’s throats.

[RobDelaneybeenheretoolong]

The problem is Comcast can say they will change but doesn't have to because it almost all their markets, it's either them or you tether your phone for all your internet usage. You don't have to be nice when you are a monopoly, you just have to provide a service to an extent that your are not sued for fraud. Once TWC is bought by CONcast it will be near impossible to get them to do anything but be terrible and we as the consumers have to suck up and deal with it.

[Dog_Wonder]

This lady doesn't know anything. One appointment running over on time does not make you late all day. There are dispatchers that pull and assign jobs based on your ETA of the next job. Pulling back on contractors means that they have to hire and fire people every summer to ramp up production during the busy season. Field technicians have a productivity metric but it isn't that important or difficult to obtain a good standing on it. Also, an hour per visit? you're high if you think that's how it works. The time you are given to complete a job is based on the work you're doing. An install for 5 cable boxes, internet and phone can easily be 80 percent of your days productivity and dispatchers know not to assign work to you until the jobs complete.

[Nilokster]

On a side note, those couches look super comfy

[Dextera]

Ha! What Comcast customer service does, and I'm convinced they are trained to do it, is frustrate the customer as much as possible. In that way the customer will hang up out of frustration or start get mad and start yelling. So, then the customer service rep can hang up on them. Either way, the account wasn't cancelled....Mission Accomplished!

[UltratechReality]

Hey Nilay what kind of watch is that? Is that a Moto 360?

[JazzJune]

used to work for them. everything she said was spot on