comcast’s “secret weapon”

Comcast Center, the headquarters of Comcast - ...

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I can’t say enough about the quality of service extended by Mark Casem of Comcast Corp’s National Customer Operations. In my professional life I had worked several positions in the service sector, first as a store salesperson and department manager, then as a health insurance customer service rep, and then in the airline industry in personnel as benefits supervisor. While the jobs could be tiresome and tedious some days, what job isn’t, the gratitude of those I helped gave me satisfaction. And what remains with me to this day is the desire to make a difference in someone else’s day…for the better. I’m hopeful I’m succeeding, in small part, with hugmamma’s mind, body and soul.

Singapore Airlines flight attendants

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My husband and I both worked in the airline industry, which also requires public service. Airline employees today will agree, especially in the current economy, that their job security is dependent upon great customer service. Of course the range of quality is across the board, running the gamut from heavenly, like Singapore Airlines, to almost nonexistent in some of the larger carriers. My personal preference is Southwest who’s somewhere in the middle. But because their air fares are usually favorable, and their boarding procedures are quick, I would rank them a little higher. As a result I’ve not traveled on Delta or American in many years, and I can’t remember when I last flew United. Customer service is as important a consideration for me, as are prices and product. Jerk me around long enough and I will go elsewhere. Not a threat, just a fact.

I meet a lot of great people who service the public in restaurants, retail shops, banks, medical establishments, and other businesses, but a gem like Mark Casem is the proverbial “needle in a haystack.” But once found, he remains on hand, desiring to serve “above and beyond.” Lucky Comcast. Lucky me.

One Response to and the award goes to…

  1. ComcastMark says:

    Hello Hugmamma! I am happy to come across your blog again! I am glad to know this was addressed with the help of Mike. Mike Cardone is on of my colleagues (he works the later shift after I leave).

    I will share your daughter’s experience again to my contacts to make sure that they are all addressed and resolved. I am sorry that your daughter’s request was not accommodated the first time she called. I agree with you, (we) should have tried harder in meeting your daughter’s request.

    As always, we are here to help if you need more help in the future.

    Mark Casem
    Comcast Corp.
    National Customer Operations
    We_can_help@cable.comcast.com

guardian angels do exist…we just have to look for them…in each other…hugmamma. 😉

The New Guardian Angels

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and the award goes to…

Comcast Corporate Customer Service!!! Yessir, they’ve done it again. Just as I’d done months ago (check my winter month archives), I sent an email off to my buddy Mark Casem at we_can_help@Comcast.com, this time asking for information regarding my daughter’s cable service. She was under the impression that because she was moving from one apartment to another, that there might be a promotion offering a discount of some sort. I wasn’t so certain. So she called her local Comcast, first as a current customer, and then, upon my husband’s advice, as a prospective one. In both cases, my daughter was treated as though she were engaged in the sidewalk scam, the shell game.” The guy shows you a pebble and directs you to watch it as he moves it from under one cup, to another, then another. After doing this a few times, the game ends with you selecting the  cup under which the pebble finally came to rest. Our family’s not the type to engage in mind games. We prefer to deal truthfully. Of course there are times when you’ve got to strategize. That’s code for confrontation…without being confrontational. Not my cup of tea. But hey! That’s life. If we have to…then bring it on.

Unable to decide whether she should simply transfer at the same rate she’d been paying, or disconnecting and trying for a better rate, my daughter pondered her options. With the clock ticking towards 6/28, tomorrow, when Comcast was scheduled to cut off her service, I told her I’d write headquarters to see if they were aware of anything that might help persuade my daughter one way or the other. My mantra continues to be “It never hurts to ask. All they can do is say no. It’s nothing personal, after all they don’t know me from Eve.” Of course I may not like their answer, but I can always opt out and go elsewhere. Not easy, for sure. But again, that’s life.

Mark Casem didn’t reply to my email, but a Michael Cardone did. He asked me to forward my daughter’s account number (telephone number) and her contact number, which I did. The next day my daughter received a confusing voice mail. Because I’d been one digit off in her account number, Comcast headquarters asked the local Comcast to call a Mr. Collins about his query. Of course my daughter felt the call had been misdirected, but when another voice mail was left, she decided to call the local rep back. 

Customer Service

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Happily, my daughter indicated the Comcast rep couldn’t have been nicer, and offered my daughter the same deal she received when she moved to her old apartment 4 1/2 years ago, $99/month for all three services, phone, internet and TV, for an entire year!!! Normally the package costs $160 monthly. Satisfied, my daughter decided to take the offer.

It’s been my experience that local Comcast stations aren’t as diligent about customer service as the corporate office. I suppose as with any operation, the further afield one gets from headquarters, the less “corporate” the mentality. Rules have a way of becoming more localized, perhaps to suit the surrounding population. Dealings with our local rep here are a whole lot better than when I lived with my daughter for a couple of years in Atlanta. Service there was “hit or miss.” My feeling now is if I can’t beat them at their own game, I’ll just call out the big guns…Comcast Corporate Customer Service.   

I will always be grateful for having lived and worked in NYC. I learned to speak up rather than always hold my tongue; try very hard not to take things personally; and celebrate the small things… for therein lie our biggest accomplishments. I think my daughter’s becoming New York savvy. 

Comcast Building

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…another win…for david and his slingshot…hugmamma. 

 

comcast…another go round

Internet Access Here Sign

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Just wanted to warn you in case my internet connection goes on the fritz again for longer than I would wish. Knock wood, ever since my last 9 rounds in the ring with the cable giant, life has been cruising right along. I’ve been able to blog to my heart’s content with minimal, if any, interruption. Although my local service fixed the nuts and bolts, Mark Casem of Comcast‘s corporate customer service got the ball rolling. I will always be indebted to his good will on behalf of his employer. Casem was definitely cut from a different cloth, something vintage from a bygone era.

Egyptian magic wand. From the collection of th...

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The last few days, our internet connection was operating in fits and starts. Yesterday was a real struggle trying to write and then publish my post. I kept having to restart my laptop in the hopes that the problem would go away. But no such luck. When a new screen opened up, the old message was still there explaining what I might do to resolve the issue. I almost reverted to the early days of my amateur computer skills…wanting to toss my laptop through the window. But I’m a “black belt” amateur now…so I refrained, grumbling under my breath instead. Of course hubby got an earful. But even his magic wand was no match.

Lo and behold, late, and I mean late, last night my internet connection graced me with its presence once more. So I tinkered on my post, finally publishing it in the wee hours of the morning. By the time I lay my weary head down on my pillow it was probably several hours into the new day. What I didn’t dare do was turn off my laptop. So through the night its light shone like a beacon in an empty room. But it worked! I was able to pick up right where I left off last night.

Comcast‘s repair man scheduled to make a visit today, called first to ask if I was still experiencing problems. No idiot, I indicated that the cable connection came and went. Which I was certain would occur if I turned off my laptop, or even signed off of Aol.com. So the man stopped by explaining that, in fact, others in the neighborhood have complained, and that only this morning did Comcast find that there is a huge disruption to service in our area. Tyler checked the wiring and finding it to be old, changed it. Why the repairman who changed our arcane modem didn’t do that the last time was incomprehensible to this rep, as it was to me. Makes you wonder, doesn’t it? Are things done in dribs and drabs as a ploy for job security?

Comcast truck

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Tyler left assuring me that things should be fine…kinda. He told me to wait a week, maybe more for Comcast to figure out what they’re doing with the bigger problem. He said they might do this, or they might do that, but that I should be patient. Just wondering? Can I hold off payment of my bill until Comcast figures things out? No. I guess that’s not an option.

What frustrates me is being at the mercy of a monopoly like Comcast.

Comcast Center, the headquarters of Comcast - ...

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It’s not like I can walk away and sign up with one of 7 other competitors. Or can I? My husband is researching the possibility of signing us up for the little stick thing he inserts into his company laptop. I think it’s through AT&T, but perhaps Verizon offers it as well. No harm in checking. We’ll have to weigh the pros and the cons. The con being…demasiado dinero. Spanish for…mega bucks!

…so i’m hanging loose…until whatever happens…happens…hugmamma.