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AT&T and Time Warner Cable ranked worst in customer service survey
- Thread starter fluffydelusions
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Really? When I was with Time Warner their customer service was pretty good, anytime I needed a new router, remote or cable box it was just a matter of walking into one of their stores and they'd have like a stack of them sitting there. Plus it was free, the only reason I left was Verizon had a better deal. It never took me more than 30 seconds.
styl3s
Member
Comcast being number 6 is kind of surprising to me. I mean, i understand they are the devil but in terms of just actual human-human interaction with service and support i can say in the 15+ years i have been a customer i have never had any problems communicating or getting help. I mean, i would actually praise their support.
Always kind, fast and they get shit done. Maybe i have just been lucky but i have never had any problems.
Always kind, fast and they get shit done. Maybe i have just been lucky but i have never had any problems.
Freedom = $1.05
Banned
I was on the phone with comcast over a week recently over issues with a promotion that THEY called me to setup up and see if I was interested. It seems like none of their departments interact with one another. There's just no way anyone can be worse.
The issue is that once you a problem, man, it's easier to move a mountain than to get it fixed.
The issue is that once you a problem, man, it's easier to move a mountain than to get it fixed.
Comcast is the worst customer service experience I've ever had. When I moved into my new apartment last September, I spent literally 8 hours on the phone with a dozen different people about why they could not establish a connection despite everything on my end and the wire itself being completely fine. Not only did nobody have any clue, but they all had different theories on what was wrong, all of which were false. One of them charged me a $50 specialist diagnostic fee that was guaranteed to discover and fix the problem and naturally didn't. Two of them even hung up on me.
Gave up on those fuckers, ran into a guy for my neighborhood's other provider in the lobby, just asked him point blank if he would be willing to hook me up with his service. 30 minutes later, I had internet.
tl;dr - fuck Comcast and long live RCN.
Gave up on those fuckers, ran into a guy for my neighborhood's other provider in the lobby, just asked him point blank if he would be willing to hook me up with his service. 30 minutes later, I had internet.
tl;dr - fuck Comcast and long live RCN.
Same here, have had U-Verse at my old place, and Comcast currently, and both CS experiences have been just fine for me
Icefire1424
Member
Gotta admit, it's pretty refreshing to see one of these forums where everyone isn't immediately bashing customer service across the board. Having worked customer service in the past (as anyone else who has will likely attest), it's a difficult job. Takes a tremendous amount of patience and understanding to be able to help those with problems with their service - especially when it's down, or not working as intended. I recall quite a few times getting yelled at even before I was able to get my name out there.
Vicetrailia
Banned
I have never done it, but I can understand that. Honestly though when my service goes out and I need it...and I'm paying for it (with no reimbursement for outage)...and then I gotta take the time to call...its easy to get furious.
BFIB
Member
One of the best pieces of advice I was ever given when I decided to go into the IT field was "don't start out on help desk". Now that I have a help desk center that I use for my intro level issues, I see why. I try my hardest to move those up the ladder, but my company refuses to, because those help desk associates are extremely hard to replace. Why? Because no one wants to do it.
~Devil Trigger~
In favor of setting Muslim women on fire
SolsticeZero
Banned
Netflix is going to bump their prices to pay for this.
BoboBrazil
Member
Netflix should have known when they paid Comcast the others would fall in line and want the same
godofcookery
Member
when I was working in wireless sales, AT&T frequently had the most incompetent customer service. TWC has been pretty consistently good though.
Icefire1424
Member
Having started my career in customer service, it was tough. Absolutely understood the frustration of customers calling in, but it was quite a bit easier to work with someone who was willing to work with me, instead of immediately resorting to yelling. You develop thick skin quickly, and learn not to take everything personally. To this day I still get calls from family members asking me to troubleshoot connection / tech issues before they call their provider - so you're not alone in not wanting to call in when something goes wrong.
Definitely takes a certain type of individual to work help desk / customer service jobs, and it's a tough sell to fill those positions. From experience, they are also the positions that have the highest turnover - rarely see any "career" CSR's. Even if it isn't one the most technically demanding or "stressful" positions ("stressful" in that you don't take your work home with you, rarely any required OT, that sort of thing), it wears on you, quickly. Most CSR's tend to burn out after awhile, and look elsewhere for other opportunities. Customer service is definitely a foot in the door however, and I think that is what draws people in.
LittlePineWeasel
Banned
I work in service, in the industry. This surprises me none.
How is Circuit City listed as number 50 on that list? It doesn't exist anymore. I can see Blockbuster, since it just shut down a few months ago, but Circuit City retail stores have been shuttered since 2009, and even the Circuit City website went defunct at the end of 2012.
anarckitty
Member
Good lord. I remember I had to call AT&T for almost 6 months straight so they could fix my bill to the right price. After the second month of calling in and having to explain the whole situation I asked to speak with a manager. After that I still had to call in every month, but at least I could politely request that they look at their notes on my file. It saved me a little time trying to re-explain everything every month.
Mercury Fred
Banned
Time Warner is the worst. Years ago, I learned to always call their level 3 tech support directly if I had any issues. Trying to deal with their normal customer service is like getting a blow job from a narcoleptic homeless man with razor blades for teeth.
Rebel Leader
THE POWER OF BUTTERSCOTCH BOTTOMS
Hewlett-Packard
Comcast
have been ok when I have had problems
Comcast
have been ok when I have had problems
Icefire1424
Member
That...is oddly specific. Damned disturbing, but oddly specific.
They pull shit all the time, I think that's the biggest problem. When I moved into my apartment, the guy who needed to install the cable took 5 hours to get it all hooked up, then at the end of the day couldn't finish the job because he didn't have the right tools and equipment. So when we had them come back two weeks later to finish the job, they tried to charge us for the visit. I called them up and after explaining the situation, they took off the second installation fee, but it was worded so oddly on the bill that it's clear they do that sort of thing all the time and most people don't understand what they're paying for.
Which reminds me, I need to change our cable package to something cheaper this week.
Circuit City still operates as an online store.
Not very well apparently.
It's a stretch to call a ranker.com list a survey. That list has been up tallying votes since 2010. And people just vote for companies which they think suck, regardless of whether they've had any contact with customer service. And the fact that it shows you the existing ordered rank and votes ahead of time is pretty much the definition of response bias.
BlackNMild2k1
Member
But if it works out better (cheaper & faster) for Netflix to direct connect instead of paying for a 3rd party connection, then it's better for everyone involved (except for the middle 3rd party that is now being cut out).
edit: I haven't dealt with AT&T Cust. serv. in over 15 years, but I hardly think it could top the amount of shit I've had to put up with when it comes to Comcast. It's not that Comcast isn't willing to help, they just seem incapable of being helpful.
I've had 1 call span 3.5 hours, 12 different reps in 4 departments and still have to call back the next day to do the exact same thing for the exact same problem because they couldn't get their shit together and fix it. None of their departments talk to each other & none of their departments work with each other. I don't know how anything gets done on their end at all.
They will transfer you without warning. You have to re-explain the issue repeatedly because the last rep didn't inform the new rep, they each keep telling you that the buck stops here and they they will be able to solve the problem, so you go into lengthy detail about what is wrong and after another 30 minutes of them not seeming to understand how to fix the problem, they transfer you to someone else and the cycle starts all over again.
One rep tells you that this can't be done, the next rep does it but says something else can't be done, but then the next rep questions why they would say that and does it, but now something else is wrong....
It's frustrating.
I do my best not to get mad at the individual reps, but sometimes the incompetency on teh other end of the phone can work your last nerve.
backflip10019
Member
Every single time I call TWC, my issues get treated differently. For an internet outage, once I was told that it was the router's fault and another time, a customer service rep went back and credited me for each day that I had even a few minutes of internet outage. It's so ridiculously inconsistent.
teruterubozu
Member
TWC employs local folks so the service is kind of dependent on where you live. Around here the office is run by sweet old ladies and tech support is the local nerd (I often get the same dude on the phone).
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