Better service is one of Comcast’s main goals as it rebrands its cable service as Xfinity, Roberts said.
“Xfinity service should mean something different than it did in the past,’’ he said last week. “It should stand for better technology and better customer service.’’
Comcast has begun testing the two-hours-or-less windows in Lancaster, Pa., and Salt Lake City. The company did not say where it will apply the new policy next.
Last year, readers of Consumerist.com, a website affiliated with Consumers Union, chose Comcast from among 32 companies as the worst company in America. Voters lamented long waits, unsuccessful service calls resulting in multiple appointments, and a customer-service department with little power to expedite calls, said Ben Popken, the managing editor of Consumerist.com.
“People get really mad when they take time off work and a cable guy is really late or doesn’t show up,’’ Popken said. “Comcast is the biggest cable provider, and the bigger you are, the more complaints you’re going to get.’’
Waiting for the cable repair technician is an issue long associated with the industry. Technicians used to receive work orders at the beginning of day and address service requests according to a schedule, Comcast said. If a service call ran late, other appointments would be delayed or canceled.
Comcast uses dispatch technology from CSG Systems International Inc. and Ventyx. The mobile-workforce technology allows technicians to relay their whereabouts and give updates on installations with regional coordinators, who can make adjustments on the fly, Comcast said. The technology allows servicing of more homes on schedule without hiring additional employees, the company said.
About two years ago, Comcast introduced a seven-point guarantee. It will credit users’ accounts with $20 if technicians are late or if the company can’t resolve routine issues in one visit.
At Charter Communications, the fourth-biggest cable provider, the use of dynamic dispatching over the past couple of years has allowed it shrink wait times to two hours, the company said.
