• About

LIVEdigitally

Comcast, please support ALL your services!

Posted on April 8, 2008 by Jeremy Toeman

Intro: Mike Arrington was able to get Comcast support via Twitter, I thought I’d do the same (although I am Canadian, I’m no Arrington and I’m not using Twitter).  I’m a subscriber to the NHL Center Ice package, offered via Comcast through iNDEMAND.  The regular season is over (Go Habs!), and now things got messy.

Center Ice screenshotIn the program guide, there’s no more information for the Center Ice package at all.  No listings, just baseball.  I googled, found a few scattered suggestions and possible answers.  I then proceeded to try Comcast’s support chat, the agent was polite and tried his/her best, but found nothing.  Eventually told me to call my regional office.  Which I did.

Local agent looked through a variety of things, and sooner or later started surfing the Web looking for more.  Nothing.  Found the Center Ice info page, which is missing all information about the playoffs.  Well, not all the info, just has a page showing where they would be, and nicely refers to them as the 2007 playoffs.

I called iNDEMAND.  The most help I got from them was that (a) there was a confirmed game on Versus, which I already knew, and (b) the channels to find Center Ice were numbers 461-470, which I already knew.  This information came just slightly after I managed to convince them that I was actually a paying subscriber.   Bottom line is at 4pm on Thursday I’m going to have to have my Slingbox ready so I can quickly find the right game and set it to record on my DVR.

First I blame iNDEMAND for not having the right information.  It’s not really Comcast’s fault since their vendor doesn’t have the data.  That said, Comcast shouldn’t do business with vendors who do not have the information needed to support their customers.  If Comcast made it an absolute requirement, I guarantee the iNDEMAND folks would have the answer already, but as it is, there’s little-to-no incentive for them.

As an aside, it’s like when I called Sony for support on my Vaio and they blamed Microsoft and NVIDIA.  They might be right, but nobody exactly forced Sony to use NVIDIA chips.  Then again, the laptop is on its way back from Ed Bott’s place, where he says it’s lightning fast!! Windows may just be re-entering my life (it still does have better keyboard shortcuts)…

Back to the topic at hand – customer service.  Service is as important as any marketing or promotion activity.  With the combination of blogs, Twitters, and Google, it’s impossible for a company’s bad habits to remain in the dark any longer.  Fundamentally I believe if you sell a product, you must support it to the fullest extend possible.  No passing the buck.  Setting the right standards for your organization isn’t hard to do, and in the long term can have a huge payoff.

Share this:

  • Email
  • Facebook
  • LinkedIn
  • Twitter
  • Reddit

Related

Posted in Marketing, That's Janky | 3 Comments
« Dash Seems Cool, But Can It Go the Distance?
Good job Comcast! »

3 thoughts on “Comcast, please support ALL your services!”

  1. ComcastCares1 says:
    April 8, 2008 at 11:54 am

    Thank you for the valuable feedback.

    Please be assured that this information will be communicated with the appropriate department/counterparts to address. I am hoping that we will see some improvements in the near future.

    Thank you for being a Comcast customer. We appreciate our business!

    Best regards,

    Mark C.
    Comcast Executive Offices
    We_Can_Help@cable.comcast.com

    Reply
  2. iN DEMAND says:
    April 9, 2008 at 1:36 pm

    Hi,
    Please visit the NHL CENTER ICE schedule page below for information regarding the playoff schedule and channel locations:
    http://www.indemand.com/sports/nhl/schedule/schedule.jsp

    Please feel free to contact us at the email address above with any additional questions.

    Reply
  3. Pingback: Jeremy Toeman’s LIVEdigitally » Blog Archive » Good job Comcast!

Leave a comment Cancel reply

Your email address will not be published. Required fields are marked *

About

Jeremy Toeman is a seasoned Product leader with over 20 years experience in the convergence of digital media, mobile entertainment, social entertainment, smart TV and consumer technology. Prior ventures and projects include CNET, Viggle/Dijit/Nextguide, Sling Media, VUDU, Clicker, DivX, Rovi, Mediabolic, Boxee, and many other consumer technology companies. This blog represents his personal opinion and outlook on things.

Recent Posts

  • Back on the wagon/horse?
  • 11 Tips for Startups Pitching Big Companies
  • CES 2016: A New Role
  • Everything I Learned (So Far) Working For a Huge Company
  • And I’m Back…

Archives

Pages

  • About

Archives

  • January 2019
  • April 2016
  • January 2016
  • December 2015
  • June 2015
  • May 2015
  • April 2015
  • March 2015
  • February 2015
  • January 2015
  • December 2014
  • November 2014
  • October 2014
  • September 2014
  • August 2014
  • June 2014
  • May 2014
  • April 2014
  • March 2014
  • January 2014
  • December 2013
  • September 2013
  • August 2013
  • July 2013
  • May 2013
  • February 2013
  • January 2013
  • December 2012
  • October 2012
  • September 2012
  • August 2012
  • May 2012
  • April 2012
  • March 2012
  • February 2012
  • January 2012
  • December 2011
  • November 2011
  • October 2011
  • September 2011
  • August 2011
  • June 2011
  • March 2011
  • February 2011
  • January 2011
  • December 2010
  • November 2010
  • October 2010
  • September 2010
  • August 2010
  • July 2010
  • June 2010
  • May 2010
  • April 2010
  • March 2010
  • February 2010
  • January 2010
  • December 2009
  • October 2009
  • September 2009
  • August 2009
  • July 2009
  • June 2009
  • May 2009
  • April 2009
  • March 2009
  • February 2009
  • January 2009
  • December 2008
  • November 2008
  • October 2008
  • September 2008
  • August 2008
  • July 2008
  • June 2008
  • May 2008
  • April 2008
  • March 2008
  • February 2008
  • January 2008
  • December 2007
  • November 2007
  • October 2007
  • September 2007
  • August 2007
  • July 2007
  • June 2007
  • May 2007
  • April 2007
  • March 2007
  • February 2007
  • January 2007
  • December 2006
  • November 2006
  • October 2006
  • September 2006
  • August 2006
  • July 2006
  • June 2006
  • May 2006
  • April 2006
  • March 2006
  • February 2006
  • January 2006
  • December 2005
  • November 2005
  • October 2005
  • September 2005
  • August 2005
  • July 2005
  • June 2005
  • May 2005
  • April 2005
  • March 2005
  • February 2005
  • January 2005
  • December 2004
  • November 2004
  • October 2004
  • September 2004

Categories

  • Convergence (81)
  • Gadgets (144)
  • Gaming (19)
  • General (999)
  • Guides (35)
  • LD Approved (72)
  • Marketing (23)
  • Mobile Technology (111)
  • Networking (22)
  • No/Low-tech (64)
  • Product Announcements (85)
  • Product Reviews (109)
  • That's Janky (93)
  • Travel (29)
  • Video/Music/Media (115)
  • Web/Internet (103)

WordPress

  • Log in
  • WordPress

CyberChimps WordPress Themes

© LIVEdigitally
loading Cancel
Post was not sent - check your email addresses!
Email check failed, please try again
Sorry, your blog cannot share posts by email.