Comcast Guarantee

Comcast Guarantee
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MadMANN @ 30th Oct 11:49AM:
Comcast Guarantee

I am curious about how Comcast's guarantee is viewed. For those who do not know about this, it may not be active in your area yet.

In the areas where it is active, it basically offers a $20 on time guarantee and a free premium service for 3 months for repeat trouble calls. It also offers 30 day money back guarantee where you don't have to pay for any service excluding PPVs and Long Distance charges if you decide you are not satisfied with their service and cancel within 30 days of installation.

I would like to know whether or not this makes a difference in anyone's opinion on Comcast's customer service or in any way for that matter. There is a tough crowd here, so I expect if there are satisfied customers here as a result of the guarantee the average customer will do well with it. Try to be objective and honest in your reply.

Thanks for humoring me. :)
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LeftyJR @ 30th Oct 12:29PM:
Re: Comcast Guarantee

My tech was about 15 minutes late installing at my new address and I got credited $20 to my account. I think it is a huge improvement over the "sometime between 9AM-1PM" attitude that used to prevail.
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mikedz4 @ 31st Oct 12:32AM:
Re: Comcast Guarantee

what about this new thing where if they can't fix it on the first try they give you free service for a month.
I wonder how many people will do some extravagent to their wiring somewhere where the tech can't find it in order to get free service for a month?
That will last probably 6 months at most.
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ComTech 4 @ 31st Oct 11:14AM:
Re: Comcast Guarantee

said by MadMANN :

it basically offers a $20 on time guarantee and a free premium service for 3 months for repeat trouble calls.

Its $20 or a free premium channel for 3 months. Key word "OR"
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MadMANN @ 31st Oct 11:36AM:
Re: Comcast Guarantee

said by ComTech 4 :

said by MadMANN :

it basically offers a $20 on time guarantee and a free premium service for 3 months for repeat trouble calls.

Its $20 or a free premium channel for 3 months. Key word "OR"

Clarification: it's $20 if they are late. Then, it is a free premium channel for 3 months for repeat trouble calls. If they are late on a repeat the customer is eiligible for either/or.

Of course if a sub has only internet or CDV, then the repeat is eligible for a $20 credit.
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anon @ 31st Oct 12:45PM:
Can I use the 30 day money back guarantee just to get VS for the

Can I use the 30 day money back guarantee just to get VS for the play offs?
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anon @ 31st Oct 06:27PM:
Re: Can I use the 30 day money back guarantee just to get VS for

Yes you can, but remember that all good things come to an end when abused. Comcast is definitely very aware of repeat trouble call customers who begin to take advantage of the system, as well as the people who work the 30 day guarantee.
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tjbmmb @ 1st Nov 11:36PM:
Re: Can I use the 30 day money back guarantee just to get VS for

In our system to get the Guarantee it has to be a tech problem he missed. Pluse most repeats go back to the same tech that had it before.
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beachintech @ 2nd Nov 12:12AM:
Re: Comcast Guarantee

said by MadMANN :

said by ComTech 4 :

said by MadMANN :

it basically offers a $20 on time guarantee and a free premium service for 3 months for repeat trouble calls.

Its $20 or a free premium channel for 3 months. Key word "OR"

For HSI we have the bump to the next speedtier their modem can qualify for for 30 days. CDV we just have the $20 credit.

There is no such thing as free service for a month for a repeat call, mikedz4. As stated, There is a $20 credit for a late fee or third multi-peat, Free Premium for multi-peat, and a Speed-tier bump for a multi-peat. With a TDR and a meter we can find just about everything in your house. ;) It's pretty obvious when someone makes up a T/C just to get something free. We deal with that when the problem comes up.
--
Tech at the Beach.
I speak for myself, not my employer.
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wanger @ 2nd Nov 07:58AM:
Re: Comcast Guarantee

Also, if the T/C is user error or something the person did then it does not apply and the guarantee is not offered and charges may apply. Like showing someone how to use their remote, the TV not on channels 3 or 4, wrong input, customer got new DTAs and didn't connect them correctly, the account is on upgrade hold for being over 30 days late on payment and can't add or change things without an act of Congress .... The list goes on an on on what is not offered because of user error.

Another thing about the 30 day money back guarantee. The person can get refunded for services, except any custom work that was done during the install and other additional services such as directory assistance or long distance charges.
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anon @ 2nd Nov 08:05AM:
Re: Comcast Guarantee

We have not been seeing too much of the cancel on day 29 and get all my money back thing out of my office, at least not as much as we see of the get and HD box just for the superbowl or final four weekend thing.
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cat44 @ 2nd Nov 02:38PM:
Re: Comcast Guarantee

I am a little skeptical. My HSI service was down on Saturday. CS scheduled a Sunday service appointment from 1 to 4. I expressed surprised that Comcast service worked Sundays....but the CS said they did. No one from Comcast showed on Sunday. I called at 4:30 and the automated service announced that my appointment had been rescheduled for latter in the week...4 to 6. The obvious questions...why was I not notified, how does Comcast know I will be home during the new appointment time, and how do I know Comcast will not reschedule again? There was a very long wait for a human so I emailed my questions. No response yet. When one calls customer service you must listed to a Comcast guarantee promotion from Rick Germano. There are no details. So far it sounds like a typical marketing ploy. We will see if there is any substance.
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MadMANN @ 2nd Nov 03:24PM:
Re: Comcast Guarantee

said by cat44 :

I am a little skeptical. My HSI service was down on Saturday. CS scheduled a Sunday service appointment from 1 to 4. I expressed surprised that Comcast service worked Sundays....but the CS said they did. No one from Comcast showed on Sunday. I called at 4:30 and the automated service announced that my appointment had been rescheduled for latter in the week...4 to 6.

You would qualify for the $20 on time guarantee if you contact customer service and speak to a live person via chat or telephone.

Please post here with any results of your trouble call or with customer service regarding this matter if you have the time. It would be much appreciated.

As far as substance, it is definitely real. I am just trying to see if it is satisfying or at least softening the inconvenience of paying customers who were affected by multiple service issues or missed appointment windows.
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Risuli @ 3rd Nov 11:19AM:
Re: Comcast Guarantee

I received the 3 month premium service for a repeat trouble call, but was also billed $50.00 for the service call! Had to call and complain to get the $50.00 removed from the bill and as far as I am aware the issue has never been fixed. [I was informed by the service tech that there was a problem with line and that line tech's need to be brought in to fix the signal which is barely within spec on most days].
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anon @ 3rd Nov 08:55PM:
Re: Comcast Guarantee

Trouble calls are billable unless you have the 2$ish monthly service protection plan, or the call was caused by a piece of comcast issued equipment or a network maintenance call like your describing. That is part of the reason why the guarantee Madmann is referring to was instituted to give the customer a warm and fuzzy feeling inside after they refused the 2$ protection plan then had to pay 50$ or more for one service call caused by the do it your self wiring or not setting the TV back on HDMI 1 to see the dvr channels.
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cat44 @ 3rd Nov 10:52PM:
Re: Comcast Guarantee

This is an update on my original post. to recap: Comcast scheduled a Sunday service appointment from 1 to 4. No one from Comcast showed on Sunday. I called at 4:30 and the automated service announced that my appointment had been rescheduled for latter in the week...4 to 6 on Tuesday.......without notification to me from Comcast. I sent an email to "We want to hear your feedback! E-mail Rick" link on the Comcast website.

I found the subsequent experience pretty amazing. On Monday, service call verification called to see if I still wanted the service call. When I said my big concern was the missed service call. She said there was nothing in my file about a Sunday service call.

The technician arrived at 6:10. After he replaced the modem and left, I could not connect. A Comcast quality assurance (Not sure of her title, she was not technical or customer service) rep called immediately after he left to see if everything was OK. I told her no, but I thought I could take care of it (which I did). She called back an hour later to see if everything was OK. I told her my story of the missed Sunday appointment. She said,"I know, it's all in your file. The supervisor reassigned the scheduled tech, rescheduled your appointment and no one called to let you know and confirm".

I was speechless. She said the service call verification rep had the same file she was reading. Wonder why she didn't tell me the truth? She asked if I had contacted customer service about this mess. I said I had written an email to the Rick guy. She checked something and said that the email had been forwarded to her from Corporate (and copied to a bunch of "big shots") and that was why she was following up on the Tuesday service call.

She gave me a $25 credit (the max she is allowed) and was writing a summary of my story to the distribution list which was now attached to my "feedback to Rick" email. She said that she expected I would be hearing from someone in Corporate with an apology and additional credit. Guess we will see.

I thanked her for being so helpful and honest (to which she laughed and said, "Well, it's all right here in your file"). She was terrific, unfortunately I did not get her name. I hope her Comcast management appreciates her. I wonder if she is typical of Comcast employees?

Back to Comcast Customer Guarantee....the people I talked to were not very familiar with the details....but I never talked to a customer service rep.

I learned that a customer can request a telephone call confirming a service appointment, which I did receive at 2:30 Tuesday afternoon.

The "feedback to Rick link" will get attention. In most cases I would recommend emailing customer service first...but being forced many times to listen to Rick Germano's Comcast Customer Guarantee pitch while on hold, I figured I would give his system a chance to show its substance. Seems to have substance.

Actually I am not concerned about the money. I would like to believe that they have a corrective action system in place to improve their processes so this doesn't happen as often in the future and that the $20 or so credit is part of that system.
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Risuli @ 4th Nov 09:36AM:
Re: Comcast Guarantee

Big8ter: I understand the intent, but it is very irritating to have a continuing problem with no actual follow through by Comcast in solving the issue. Further irritation is that each tech sent out apparently has no background info on what the previous tech found.

In my situation the first tech concluded the trouble to be a bad line on my street and informed me he could do nothing but contact the "line techs" and that I would get a call from them in a day or so. No call ever took place and my trouble continued. I call again, a second tech comes out and apparently starts investigation all over again inside my home, notes I have all older DVR, replaces that, gives me a trouble credit, and call it a day.

Still I have no word that the line has been looked at and I am informed my signal levels continue to be barely within spec.
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cat44 @ 4th Nov 08:17PM:
Re: Comcast Guarantee

Another followup: Received a telephone call from the Comcast supervisor of the technician who replaced my modem last night. He wanted to make sure everything was OK.....as when the tech left last night I could not connect to the internet. He gave me his name and telephone number in case I have any problems.

The Comcast QA woman who called last night in the middle of my connectivity problems must have made some internal telephone calls.

I wish that Comcast had not canceled my Sunday appointment without letting me know....but I must admit that I am impressed with their efforts to correct the situation.
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anon @ 7th Nov 10:04PM:
Re: Comcast Guarantee

I constantly see cancelled/rescheduled appointments on a daily basis. We have departments dedicated to auditing trouble calls to make sure they are needed. If these departments see a problem I find that most the time they do changes to appointments without informing customers.

ie: CSR schedules t/c for DTA no pic, Audit dept sees that and sees that DTA was a self install within 30days, they reschedule appt for next available Change of Service for Failed self install (which may or may not be at the same time).

Not only that, the National reps are horrid. "I just sent a signal to your box, give it 45minutes and everything should be fine." I've been hearing that since I started, nowadays I just ignore it when I hear a customer tell me that.
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MadMANN @ 9th Nov 11:05AM:
Re: Comcast Guarantee

cat44, thank you for the honest, detailed, and very intelliglble feedback and the time it took for you to do so. Good info! :)
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