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107 Comments
- inactive, on 06/20/2008, -12/+231***** COMCAST!
- insomniac8400, on 06/20/2008, -1/+157The maker of that power point needs a promotion. He is the only one at Comcast that understands their problems.
- Morac, on 06/20/2008, -1/+55This might have been put together by a disgruntled Comcast employee, but the sad fact is that most of what s/he says is true. The last page says it all.
And Comcast, if you are reading. ROLLING A TRUCK IS NOT THE SOLUTION TO EVERY PROBLEM!
I recently had a sound problem on one my channels, called it in and had a truck roll appointment even though I knew it wasn't something on my end. I emailed Comcast and luckily got someone who actually uses their brain and that person emailed the local tech office who confirmed the problem and fix it on their end.
Comcast should take the money they saved by not having to send out a truck tech and split it between me and the email support employee. - Alphateam, on 06/21/2008, -1/+46Here is what sucks. If they find the guy who made this, they would fire him. Even though all of it is true. If they simply fixed these problems 90% of us would be happy Comcast customers. They wouldn't take this as constructive criticism and just fix the problem. And that is why you suck Comcast.
- inactive, on 06/21/2008, -0/+45There's no furniture and the cable box is on the floor. This is hardly a guy being lazy.
- SEN5241, on 06/21/2008, -2/+23Here's the story about the granny with the hammer:
http://www.washingtonpost.com/wp-dyn/content/artic ... - inactive, on 06/21/2008, -2/+22I don't need a powerpoint presentation to tell me this.
- echotech, on 06/20/2008, -2/+22Or take the money they saved and upgrade their network so they don't have to worry about heavy users.
- wm2010russ, on 06/21/2008, -1/+20if you read the slide show, you would know that "Thank God We're a Monopoly!" was a sarcastic remark made by the creator of the slide show in order to embarrass the people who he was presenting it to.
- xkorbin, on 06/21/2008, -0/+19It's unfortunate that truck-roll does not actually mean to flip a truck over many times.
- unluckier, on 06/21/2008, -7/+21Inaccurate title.
From the article:
"I just meant to describe how it was created by a Comcast employee and passed around to other Comcast employees and came from inside Comcast. I realize now that "internal" makes it sound official, and that wasn't my intention. I apologize for the confusion.)" - ckbox, on 06/21/2008, -2/+16plus the fact that they registered comcrap.com is more proof that they know how much they suck
- cubicledrone, on 06/21/2008, -0/+13That's why 1960 America would kick our ass economically. The workplace is a clogged toilet, and you're blaming the employees.
If something goes wrong at work, it's the manager's fault. Period. PERIOD. Even if an employee ***** up, it's STILL the manager's fault because if they have the power, they also have the responsibility.
Employees generally do a good job and generally do what they're told. It's management that makes the decision to be a douchebag. - inactive, on 06/21/2008, -1/+14A truck roll is a term used with most service providers which means that we send a technician out to the home. They're usually in a truck or van, so to shorten "service call", the internal slang is "truck roll".
EDIT: By "we", I don't mean Comcast. I would kill myself before I worked there. - inactive, on 06/21/2008, -1/+14Well, that's why they are getting ass-raped by FiOS.
- InfamousAtheist, on 06/20/2008, -7/+19Is anyone else surprised that the presentation looks like a 6th grader put it together?
The guy clearly understands many of the problems at Comcast though - he probably should be promoted. - Tryptomine, on 06/21/2008, -0/+12By far the best quote:
Darleen of Muskegon, MI (01/19/08)
“Comcast is moving good channels like Oxygen to high channels in the 100's that I can't get, but my cable bill does not decrease. Why can they do this and charge the same amount of money?”
Oxygen? Seriously? - rexprime, on 06/21/2008, -1/+13buy a chair and/or maybe a tv
- megamod, on 06/21/2008, -0/+9He's a freaking genius for creating so many acronyms with CQE...how many acronyms do you know that have the letter Q in it =P
- GhostToon, on 06/21/2008, -0/+9I can't ***** wait for FiOS to get to my area. I hate comcast and satellite is just as bad if not worse.
- netgeek06, on 06/21/2008, -1/+10He is the Most valuable employee at comcast for the customer satisfaction award.
- Branchex, on 06/21/2008, -9/+18"Thank God we're a monopoly!" If only the mainstream media got hold of this, so everyone knows how most cable companies think, to bad they probably won't bite the hand that feeds them. There is always Stewart/Colbert.
- cmiller1, on 06/21/2008, -1/+9Wait, is it possible to make a presentation with Powerpoint that DOESN'T look like a 6th grader put it together?
- inactive, on 06/21/2008, -4/+12Any any given time, most customer service hub will have those kind of funny presentation or the always popular edited Calvin and Hobbes, Garfield or Dilbert slides making fun of their company.
CSRs knows exactly what and who they are working for, but it's just a job for them, usually one "on the way" to a better job. It's a shame that places like theconsumerist only see them as evil being that only exists to transfer them to "someone in charge", and then they wonder why the CSRs threat them like idiots.
/Worked for 5 years as a CSR
//Left the job when I was told that I became the point of reference to rate all other CSR... - RunningRabbit, on 06/21/2008, -3/+11what the ***** was he supposed to do? what is this a BYOC tech call??? (bring your own chair...)
hardly a worthy photo.... dugg dowwwnn - Elsewhere42, on 06/21/2008, -0/+8I once had Comcast service and got tired of the poor video quality and the sad excuse for a DVR box.
I signed up for AT&T U-Verse cable and internet service (I am VERY happy with it), however within a few days a Comcast technician came out and unplugged my new AT&T service from my cable box.
AT&T sent a technician out who hooked it back up. A few weeks later another Comcast technical unhooked my AT&T service again.
AT&T sent a another technician out who hooked it back up again.
A few weeks later yet another Comcast technical unhooked my AT&T service yet AGAIN. Only this time I caught the bastard in the act. OOPS! He didn't REALLY mean the unplug it and hooked it back up again.
A few days after that I caught another Comcast technician trying to unplug my AT&T service again.
AT&T then came out and completely rewired my service so that my HDTV and internet all came across my telephone line (they completely bypassed my cable box).
A few weeks after that I received an ugly letter from Comcast accusing me of stealing cable service from them.
I called Comcast and told them that I was using AT&T. The Comcast manager told me that there was no such thing as AT&T cable service and accused me of lying.
**********************************************
I WILL NEVER DO BUSINESS WITH COMCAST AGAIN.
********************************************** - Curtisbeef, on 06/21/2008, -0/+7Thank you Comcast for resetting my modem every time i try to download anything big.....
- inactive, on 06/21/2008, -0/+6This guy's job is probably not putting PowerPoints together, and the slapped it up there in an hour or so. Give him a break.
- kalleanka, on 06/21/2008, -1/+7So what, he was doing his job being on phone with their call center so they can activate your account... As far as I know he was just doing his job and you're the ass for taking a picture of him and posting it online and saying he was lazy for laying down while being on hold...
- Snokage, on 06/21/2008, -2/+8nice wood floors.
- inactive, on 06/21/2008, -5/+10Monopoly is the next worst thing to the government.
- freedomwv, on 06/21/2008, -1/+6It is like this with most cable and Sat digital companies. There are a few trying to do a better job but due to all the outsourcing and poor employee relations it will be a long time before customers start to feel any real improvements.
- opencipher, on 06/22/2008, -0/+5GET FIOS!!!
- FearFactory, on 06/21/2008, -0/+5Where the ***** is my Powerboost?
- USER1236, on 06/21/2008, -2/+7I hate comcast, I've been without the Internet since Thursday night and comcast thinks it is the computer even though we've had major thunderstorms in the lAST week where the Internet has gone down for hours. I'm relying on my iPhone right now and have really realized how damn slow the edge connection is.
- bxblox, on 06/21/2008, -1/+6I cant blame him... get some furniture.
- chaoswings, on 06/21/2008, -0/+4You can always move...it's the only true solution. That or take a hammer to your cable box like that lady did in the powerpoint presentation.
- Filter, on 06/21/2008, -0/+4Based on my experience working in customer service the information seems legit. Often a client, Comcast in this case, has needs that tend to be given higher priority than the customers needs. Often lost in the drive for "better customer service" is the customer.
I actually talked to a Comcast rep over internet chat and she was very pleasant and actually solved my problem, a problem that I assumed was a problem on their end but actually ended up being a problem on my end. It actually was good because the rep quickly threw away the script and started directly dealing with my issue. She was understanding and though she was positive about Comcast she was able to sympathize with me and make me feel that she cared.
They have good reps but unfortunately if the business practices laid out by the PowerPoint are true then the good reps won't be there for long. I've worked with many good reps that quickly found other jobs when it was apparent that the company they worked for wasn't interested in solving problems but instead was just wanting as much money as they could squeeze out.
By the way, if you want to experience customer service done right call Hitachi in US. They are awesome and the customer service is even outsourced to one of our local companies. - AxsToro, on 06/21/2008, -1/+5***** THE RIAA!!.. Oh wait, this topic is about Comcast...***** THE MPAA!!
- GamerSDG, on 06/21/2008, -0/+4The call center makes them wait. When i had my cable install the guy was on hold for 45 min he had the speaker phone on so we can hear the crappy music.
- inactive, on 06/21/2008, -0/+4I have Comcast, and do all the wiring myself inside & out before the truck arrives.
Then I send the technician away when he arrives, call their 800#, tell them to activate my service, and refund my installation charge.
Works like a charm when I move. - coheedcollapse, on 06/21/2008, -2/+6Yeah they suck, but at least there are people in there that are pushing for change. The first step to sanity is to recognize the problem and make it known. Obviously, they're working on changing their image - hopefully, this will result in them not being asses.
- Ryan367, on 06/21/2008, -2/+6dugg for laughing so hard
- AvangionQ, on 06/21/2008, -0/+4This is about as bad as it gets ... when a corporate entity manages to establish a regional monopoly and then all but outright abuses its customers ... this is exactly the sort of treatment for which antitrust legislation is supposed to be a remedy to alleviate against ...
- inactive, on 06/21/2008, -1/+5Especially since they (Time Warner) REMOVED Discovery HD just in time for the space documentary. They actually confirmed that Discovery HD is no longer in the channel lineup, but it's "coming soon."
*****. - phorty40, on 06/21/2008, -2/+5bottom line , will things get better? Nope.
He's probably gonna get a lashing for this powerpoint now that it leaked - goldenratiophi, on 06/22/2008, -0/+3FiOS managed to skillfully evade my town despite getting cities on all sides of it :(
- 1310nm, on 06/21/2008, -0/+3I would have paid good money to see the reaction to this deck, and the one that followed it.
"Ok, now that we have that out of the way...PROFITS! ....----^^^^*****"
They know they're a monopoly. I'm sure action items come out of meetings to improve CQE by increasing call center and field tech morale and pride in their work, but what really talks is money, and management's attitude toward you and your work. - keviniskool, on 06/22/2008, -0/+3Do a barrel roll!
- natenovs, on 06/22/2008, -0/+3but, it's comcastic!
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