Wednesday, August 18, 2010

Sometimes this is an appealing option




http://wtfshouldidowithmylife.com/

Monday, August 16, 2010

Conversations with Comcast

I recently moved back to Richmond, Virginia, which is very exciting. New job, new apartment, new car, new … cable service. It’s the cable service part that gets me, because unless I want satellite TV (which my landlord has requested I not do), I’m stuck with Comcast.


Yes, that’s right. Comcast. Click here to see the famous youtube video.


I didn’t have much faith in their customer service or the competitive nature of their pricing, but given my limited options I decided to suck it up and become a customer. I looked online to get a rough idea of pricing, and then decided to call them on the phone to order. Perhaps that’s odd, but since I don’t have much trust in Comcast, I wanted to speak to a real person as I placed my order.


ROUND 1:


After trying to get through the maze that is their phone system (why on earth do you sue my phone number as a location finder? It’s 2010 and my only phone is a cell number I got when I was in college!) and being connected to Comcast’s Illinois location twice, I settled in for a nice 9-minute-long wait since it was a high call volume time. Amazingly enough, it has been a high call volume time every time I pick up the phone, regardless of day or time.


After finally getting connected with a representative from the Richmond area, I found out that their pricing was significantly higher than the online pricing. The representative explained that Comcast did their online work through a contractor, but that if you buy over the phone your special rate lasted for a year rather than six months. But while the person I spoke with on the phone was nice and informative, at this point I have no idea which option is actually cheaper because I haven’t had time to do the math. So rather than signing up for anything, I told her I would have to think about it, and we ended our call.


ROUND 2:


It’s been a week and I still have no TV and no Internet access because I can’t stand the thought of dealing with Comcast and their stupid phone system or arbitrary pricing again. However, after a week of buying iced coffees at Captain Buzzy’s just so I am able to feed my email addiction, I decided it was time for round 2.


This time, I do even more homework, and find that if I buy my cable and Internet separately rather than as a bundle, I can actually save money. In fact, based on the online prices, it’s not until year three that a bundle gets less expensive. Is there a catch? Ahh… the terms and conditions. If you want to purchase Performance High Speed Internet at the special offer price, that “requires a subscription to either cable or phone at regular rates.”


My guess is that I can’t buy them both at special offer prices then. However, I put them both in my cart to see what happens, and find that there’s no problem there. Still, I decide to get in touch with Comcast to check. For all I know, the ‘regular rate’ is the rate offered on the website.


First up -- the online Q+A section: there are no questions like mine, so it won’t give an answer.


Second try – the online chat feature: where I am told after waiting through 46 other chats that she is unable to answer my question because it’s (effectively) not in her department. Can she transfer me? It should only take another few minutes and some more of my personal information…


Third attempt – calling the number listed on the webpage: There are higher than normal call volumes, of course, but I finally get through to a friendly guy who can’t seem to comprehend that I don’t yet have Comcast service, but still have a question. I eventually get to ask him my question:


Me: Hi, I’m interested in two services that I saw on your website, and from your website it looks like it would be less expensive to buy them separately than together. However, I saw in the terms and conditions that the Online Performance - Special Offer I saw that it requires a subscription to either cable or phone at regular rates. So -- Can I combine Digital Starter TV - Special Offer with Online Performance Special Offer? Or would I have to pay full price for one of them?


Comcast rep: “You have to order that service over the Internet”


Me: “I know, but I would like to have an answer to this question before I do”


Him: “I don’t see why not. Unless it says you can’t or something.”


Me: “Well I'm not sure, given the terms and conditions..."


Him: “Can I assist you with anything else?”


I doubt it. Because thanks to your fine-tuned listening skills and your in-depth responses to my question, I still have no f-ing clue if I can ge the special offer price for both of those services, or if I’m going to find myself screwed on my first bill. My bet, given my Comcast experience thus far, is on the latter.


As of right now, I still have no cable or Internet service. Congratulations Comcast, one more Internet-junkie goes dark because of your ridiculous consumer-facing behavior.


PREPARING FOR ROUND 3:


So after my conversations with Comcast (apologies for the novel), I have a few basic thoughts about customer service:

1. If you’re the only option a person has, you should probably make even more of an effort at customer service. You’ll easily exceed their expectations, and they might even consider you when competition enters the marketplace (or when they move).


2. We’re not even in the new millennium any more – we’re beyond the new millennium. Perhaps a phone number isn’t the best way to determine where your customer is.


3. Your sales people are service reps and your service reps are sales people. That means that everyone should be onboard with the rules, the regs, and the company policy – no matter their title.


4. Online and digital can have separate pricing, but that doesn’t mean they’re separate companies. Because in the information age, people are using any means available to them to get the information they crave. To build walls where none previously existed in the consumer’s mind is to weaken your company.



If only I could take a stand. Too bad they're the only option.