Here’s an article originally published on cracked.com back in 2014 with almost a million views. It’s written by an anonymous Comcast call center employee and documents some of the reasons why Comcast is hated both externally and internally.
It’s an interesting peek behind the curtain and partially explains why Comcast is often voted one of the Worst Companies in America.
Here’s an excerpt…
…Most jobs are somewhat specialized, but even if you work in the Walmart pharmacy, you’ve probably still got a good idea of where the towels are. You may just be a server at Sonic, but you know where they store the frozen Tater Tots and E. coli bricks. Comcast isn’t like that. The different groups don’t talk to each other, because every office has been divided into “centers of excellence” that focus on sales, repair, retention, etc. — and those centers aren’t even in the same state.
And thus began the epic journey to visit each one and punch every supervisor in the dick.
“Sales is in Portland. Retention is in Minnesota and Colorado,” Todd explains. “They did that, and it changed everything. And I think that’s where the problem started. It stopped being about what’s convenient to the customer and became about what’s convenient to the company.” When Todd started in 2007, he focused on repair, but he knew enough about the whole system to be able to help you with anything. But now, everyone’s priorities are so specialized that you can’t get all the information you need without hopping between time zones. The bright-eyed young lass in Portland might wish she can help you, but that’s too bad, because you’re getting transferred halfway across the country to some random dude on the last hours of his shift and fraying strands of patience.
Read the entire article HERE
