calling comcast…are you there?

Early readers of hugmamma’s mind, body, and soul are familiar with several posts I’d written detailing my experiences, good and not-so-good, with cable giant Comcast. Knock-on-wood, for the most part I’ve enjoyed uninterrupted internet service since then.

Customer Service

My good fortune is owed in great part to the tracking of hugmamma’s mind, body, and soul by Comcast national customer service rep, Mark. It’s been some time since we’ve “spoken,” so his last name escapes me. At the time I knew it backwards and forwards, that’s how much I had come to rely upon him.

Before I go the normal route of responding to computerized questions to resolve my situation, I thought I’d try calling Mark via the blogosphere. “Yo, Mark! Hugmamma calling…hello…are you out there?” 

 Just found his contact information from my earlier post, below…

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

As a combination wedding anniversary/early birthday gift my husband bought me an android, a cell phone like an iPhone…but not. Talk about a boost to my brain cells. I must’ve grown several million these last few days while figuring out all the bells and whistles.

I got a great deal on my Motorola. Since it’s being replaced by a newer version with a larger battery pack, the price was reduced. With no room in my small purse for a thicker phone, the choice was a no-brainer for me. Additional savings of 30% was included when I bought other necessities…more gigabyte, a charger, a backup battery, cover, screen protectors.

Verizon, my cell phone provider, offered another amenity for which I wasn’t prepared, but which made sense for us…land line service. Though generally satisfied with Comcast triple-package, phone/cable/internet, a definite downer occurs when we have a power outage. No electricity means no calls coming in or going out.

During our last outage due to high winds and heavy ice accumulation, I was on my own without access to my husband who overnighted in Seattle. And making my way to friends, and even neighbors, would’ve been hazardous because of falling branches and limbs.

Verizon land service began yesterday. To continue with Comcast, we now need to find out if they’ll offer us a good price for a double package. If not…the search begins…

…any suggestions?

………hugmamma.

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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

Image by ckaiserca via Flickr

 

 

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

Image by RW PhotoBug via Flickr

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

Image by scriptingnews via Flickr

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. 

comcast to the rescue…again!

Glad to know that my friend Sylvia has finally got Comcast sorting out her telephone problems. I don’t think either of us will ever underestimate the power of the internet. I send out an S.O.S. to Mark Casem at Comcast’s corporate call center, and sooner or later he answers. None of us ever want to face a behemoth of a company, but when we have no choice, having inside help with the bureaucratic red tape is a God-send. And Mark has been just that, a God-send.

I just received the following good news in an email from my blog buddy.

Well today was the BIG day with our visit from Comcast! Having received email from Ms Williamson earlier, she had said she was unable to find anything wrong with our system. How she looked I don’t know, but in any case she said she would set us up with someone to come to the house to investigate.  I sent back dates, times of what would be convenient to us. She chose this  afternoon.
   Turns out there were several problems with the Internet, and telephone. He even found out our TV signal was insufficient. He was here for about an hour fixing everything that was wrong, some of which was on the outside of the house! The nicest man he was too. He gave us his business card with his personal number and assured us if there was a problem he would come and take care of it.
   I have since emailed Mr Casem as well as Ms Williamson, (who he put us in contact with) and told them how happy we are with the service we received today from Mr Craig Ralston.
   So now I have to thank you Millie for your blog, which got us to today!
   I asked Mr Ralston if he knew how it was that he was here today and he said he wasn’t sure about all, but he knew it came from Corporate. I then told him all about you and your blog! He was surprised, but tickled!
   Funnily enough his wife’s cousins are our next door neighbours we found out in conversation.
   Anyway, thanks again.
   Hugs to you both……………and a big lick to Mocha, I miss her.
   Oh I almost forgot  your dear husband thought about me while he was in England, and bought me back newspapers!!!! I’m having fun going through them with a fine tooth comb, even the ads!
   Glad you are home.         Love Sylvia

 

faith, hope and charity…lessons learned from the nuns…just trying to pass them on…hugmamma. 

“comcast comes through!”…again

Great news! Mark Casem of Comcast Corp’s National Customer Operations has returned to save the day! I shouldn’t have doubted him, but this hectic, fragmented world being what it is, one never knows if connections will be maintained, or lost. Beyond that, I’ve always been a “doubting Thomas.” For those unfamiliar with the metaphor, Thomas was a disciple of Christ‘s who wouldn’t believe that He had risen from the dead Easter morning, until he, Thomas, could place his finger in the wounds inflicted when Christ was nailed to the cross, and where the guard had pierced a sword into His side ensuring that He was indeed dead. That’s me to a tee, a “doubting Thomas.”

My friend Sylvia has finally been in touch with Mark, and I’m hoping when I see her later today, her phone issues will have been resolved. As for my daughter’s phone problem, seems it’s gone away on its own. I pray that too will remain in the past…way, way in the past.

Should you encounter issues with Comcast, you should contact Mark Casem saying “hugmamma sent you.” He can be reached at We_can_help@cable.comcast.com, (Note that between “We” and “can” is an underline, as well as between “can” and “help.” They’re not visible because of the underline beneath the entire email address.) Mark can also be reached on Facebook or Twitter at Comcast cares or ComcastMark. He will need your account information and a link to my page. I’m not certain how you link to my blog, that’s why I recommended telling him I sent you.

we “davids” need to face “goliath” together…hugmamma.

no news is not good news, comcast

Looks like Comcast is falling down on the job again. My friend Sylvia emailed Mark Casem at their national call center to no avail. Maybe its phone lines and internet service are also experiencing problems. Who does it call for repair help? We should get that number. And now my daughter’s been experiencing phone problems as well. I really am beginning to think Comcast has become a corporate giant whose tentacles are becoming so unwieldy it can’t keep up with its services. Seems the only way to get its attention these days is blogging.

So I’ll keep talking about Comcast until I’m “blue in the face,” and you stuff your ears with cotton. I know it can’t be neglect on Casem’s part, he seems too genuine. Maybe he’s left for greener pastures. Never can tell. Even he might have decided to ditch Comcast. Is that a sign?

Anyonelse having Comcast problems, or is its dark cloud only hovering over me and mine? If so, you might want to stay miles away, and just keep reading.

comcast, comcast, comcast…what are we ever going to do about you…hugmamma. 

comcast answered! corny… but true!

The internet absolutely amazes me! When I publish a post, I have no expectations of hearing from anyone. It’s fabulous when I do, but there’s no pining away, that’s for sure. I just keep doing my thing, writing. Just when I was about to retrace my steps in offering to contact Comcast for my friend Sylvia, to advise that she communicate with an automated, robotic voice, one of my “guardian angels” appeared, to save the day once again.

Mark Casem of Comcast’s national call center is offering to assist my friend in resolving her telephone “echoes.” Since she subscribes to this blog, she’ll get the message. “So Sylvia, if you scroll down to the comments at the bottom of my previous post entitled “calling comcast…earth to comcast,” you’ll see Mark’s email address. Tell him “hugmamma” sent you, girlfriend! And believe me when I say, he’ll definitely get the ball rolling…as far as it needs to go!

i believe in guardian angels…especially the ones that hover around me…hugmamma.