Comcast vs Frontier Communications

Customer service
Very poor untrained Comcast reps do not appear to understand the concept of listening followed by repeating the concerns back to the customer so a customer truly understands that they understand issues. I was talked down in a condescending manner.

Frontier so far has made me feel important to them as a customer with their listening skills plus if they do not know an answer themselves they will obtain it. Comcast reps just shoot out comment like actually said to me (you need to have a Samsung TV to make that product work) and (you to purchase a ROKU - this statement came 4 months of calling trying to get help). Then instead of understanding problem from the beginning, switched me to another product without explanation that I was actually starting a whole new contract. Plus provided no assistance for the monetary loss over past 4 months.

Comcast Also refused to listen to technical issues in regard to emails being cloned as well as security hacking issues. Issues I am still having today.
Product or Service Quality
Product sold without thorough explanation on how it works as rep didn’t know it was a brand new product “Instant TV”. The instant never happened. Offered another product that also didn’t work as a bait and switch into a new contract without explanation that it was a new contract - now a longer time to throw away money.

One solution offered to me was to just spend another $5 and then it would be fine (this came after complaining for almost 8 months) a little late. Plus no offer was made for the past 9 months not working GREED
I have something else to compare
Micromanaging is clearly being used at Comcast not sure about Frontier. From personnel experience in a similar position, micromanaging doesn’t work. This type of corporate business practice doesn’t help the consumer/customer feel their issues are being handled with a clear understanding, it only provide a resource for expense lending to customers being rushed through a process making them feel unimportant and un valuable.

Comcast reps need to all get a simple mirror and put it in front of themselves (looking at it) when talking to a customer on the phone. A customer can hear the expressions through the phone of each rep as they are talking to them. This is through how the tones fluctuations with each word spoken to them. Ego driven representatives who are micromanaged are the worst.

It is truly a shame that Comcast doesn’t spend the money to train their reps to understand this concept. It has to be learned and doesn’t come naturally. It can take years to learn. Not sure about Frontier as I have not had to call them so far as often.

The prior company I worked for spent 150k on each employee training including me. Retaining a customer should be more important then ever before, Comcast doesn’t thoroughly understand what is needed to do this. A leaky bucket is hard to fill using the current Comcast method.

A quality won customer is far and few between, I would think that Comcast would understand this, but sadly it appears they don’t. A pro-active approach (before a problem) is best.