Billing & Customer Service
Get answers from Comcast Business Specialists and Customers like you
business people join hand while meeting in office.
Highlighted
New Member

Cannot get through to Customer Service / Technical Support

From the start ,I do want to say the 75 Mbps service delivers the kind of speed I was looking for. So on that score I am a very happy camper. Now it is time for me to be looking into the software components that are part of the plan I signed up for. I wanted to get some information on these products and some guidance so if I chose to use any of them, I would know how to properly implement them. I know from experience that if software is set up improperly from the getgo, it takes a lot of time and heart ache to get things made right. So I called the Customer Service phone number, and after a brief discussion with the representative I was transferred to tech support. This really surprised me as I expected some references to online materials that would contain most, if not all, of the descriptive and technical information I would need. But instead, as I noted, I was dumped into the tech support phone queue where I waited, and waited, and waited, and waited, and waited, and finally gave up. Business customers do not have the time to waste a half hour or hour or more just to get a customer service or tech support person on the phone. I really pity any Comcast Business customers that were completely down due to weather complications and somewhere waiting in this indeterminately long queue. Some doubtless had serious problems that needed rapid response as until their communications were restored, they were losing business. 24x7 support does NOT mean that at any time day or night you are welcome to call in and wait interminably in a phone queue. I do not expect as a business customer to have to wait an inordinate time to get some help. If that is what is going on, the support function is clearly seriously understaffed, and Comcast Internet can and should fix that problem immediately. Also, upon entering any phone queue, the absolute least that could and should be done would be to have the phone system tell the user that you are number "whatever" in the queue. But what is even better, and something that business users will appreciate, is to have calls answered by Comcast employees who get the basic facts down so they can triage the problem and route it accordingly. The business customer who is completely down is by rights more important to attend to promptly as opposed to someone having a minor problem with MS Outlook. This at least gives the business customer the feeling that he or she is being dealt with and treated as a person as opposed to repeatedly being infuriated by the endless repetitions of phone queue messages. So my very first call for customer and tech support help was not very satisfactory by any means. So if I can get some help it would certainly be a nice gesture. I ask that this message at least receive some attention and consideration.
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
New Member

Re: Cannot get through to Customer Service / Technical Support

John, Thank you for your reply. Having had personal experience managing a technical support team, I know only too well that natural events or human error can cause a sudden great increase of calls into the technical support department. The tech support line can explode at any hour of any day of the week, but business customers have high expectations as to how fast they can reach a support tech. My view years ago, is as it is now. Bring in additional resources as fast as possible, and have supervisors and other capable people to help handle tech support calls. Even during the worst moments of duress, someone will call in with a simple problem that can be handled despite the larger problems flooding into the support lines. But even marshaling all resources at (hopefully) extremely rare times will not be sufficient to handle the incoming call volume. In such a case, a triage of cases along the lines of what I suggested should be instantly implemented. As I noted, at least your business customers know when they have the opportunity to talk to a live person that problems are being worked upon instead of undergoing torture by phone queue. So all I suggest is that more resources be available to deliver real tech support 24x7 on a timely basis for your business customers.

View solution in original post

0 Kudos
4 REPLIES 4
Community Manager
Community Manager

Re: Cannot get through to Customer Service / Technical Support

Welcome David. Thank you for your post.  I apologize for the problems you've encountered with receiving information and support from our Business Service Center.  We are continuously working to improve service and customer feedback lets us know where we are in that process as well as where to focus more resources. Thank you for your candid feedback.

 

Information concerning our services can be found at our Help & Support site. Please let us know if additional assistance or information is required for specific products.

 

Thank you for joining the conversation

 

 

 

 

 

0 Kudos
Highlighted
New Member

Re: Cannot get through to Customer Service / Technical Support

John, Thank you for your reply. Having had personal experience managing a technical support team, I know only too well that natural events or human error can cause a sudden great increase of calls into the technical support department. The tech support line can explode at any hour of any day of the week, but business customers have high expectations as to how fast they can reach a support tech. My view years ago, is as it is now. Bring in additional resources as fast as possible, and have supervisors and other capable people to help handle tech support calls. Even during the worst moments of duress, someone will call in with a simple problem that can be handled despite the larger problems flooding into the support lines. But even marshaling all resources at (hopefully) extremely rare times will not be sufficient to handle the incoming call volume. In such a case, a triage of cases along the lines of what I suggested should be instantly implemented. As I noted, at least your business customers know when they have the opportunity to talk to a live person that problems are being worked upon instead of undergoing torture by phone queue. So all I suggest is that more resources be available to deliver real tech support 24x7 on a timely basis for your business customers.

View solution in original post

0 Kudos
Highlighted
New Member

Re: Cannot get through to Customer Service / Technical Support

 We are having issues with our phone lines. We also have a phone system provided by TSI 662-893-4244 . . . TSI blames the static lines on Comcast and vice versa. Schedule a time for both parties involved to be here at the same time and get this matter resolved. It's almost been a year too long. Bad business. . .

0 Kudos
Highlighted
Respected Member

Re: Cannot get through to Customer Service / Technical Support

Hello 2Busy welcome to the forum,

 

I'm sorry to hear about this situation. Did you end up getting a tech scheduled out to your location?  

 

0 Kudos