Sleeping Comcast Technician

Okay this one makes me proud to work for Comcast... this is a video of a comcast tech who fell asleep at a customer's house while waiting on hold for over an hour to comcast:

From the subscriber...
"A Comcast technician came to replace a faulty modem. After spending an hour on hold with Comcast's central office, he fell asleep on my couch. I've been in my apartment for three weeks and my internet connection is still non-functional. This is my tribute to Comcast, their low quality technology and their poor customer service.

UPDATE: My service has been restored. A Comcast team spent five hours to get everything up and running. Thanks for all your advice."
http://www.youtube.com/watch?v=CvVp7b5gzqU

And the rebuttal:
http://www.youtube.com/watch?v=DWFPysDDJNM

Oh and the knowledge base at work says we are supposed to let subscribers know that the man was fired, the subscriber's service was restored and that he is now "happy" with comcast service. Also something about comcast having millions of subscribers, but having one unhappy one is one too many! (LOL not sure how that explains the 30 or so irate people I talk to everyday...)


Here's some other random crap about this...

Sleepy Comcast technician gets filmed, then fired
June 26, 2006 3:18 PM PDT

Comcast might need to reassess its employment techniques. Not only did a technician in the Washington, D.C., area find it necessary to call Comcast's help line in order to fix a straightforward Internet connection issue, but he also fell asleep on customer Brian Finkelstein's couch.

Credit: YouTubeCaught sleeping on the job.

The humorous video Finkelstein produced of the employee, snoozing comfortably on the couch, is available for public entertainment via YouTube. It's edited to include music (Eels pop song "I Need Some Sleep"), as well as humorous text slides in Comcast's signature font with messages like "thanks Comcast for two broken routers, four-hour appointment blocks, weeklong Internet outages." A law student at Georgetown University, Finkelstein made it possible for hundreds of thousands of viewers--the video, called "A Comcast Technician Sleeping On My Couch," has gotten 302,210 views to date--to witness the inactive technician. However, the 58-second film cost the employee his job and meant some not-so-good publicity for Comcast.

But was Finkelstein's effort really worthwhile? My answer is yes. Sure, Finkelstein could have written a letter of complaint to the company for its terrible service. But a story this juicy has to be shared. And it was.

Posted by Sabena Suri
http://news.com.com/2061-10786_3-6088136.html


June 21, 2006
While Comcast was sleeping

Brian Finkelstein of Snakes on a Blog fame was having issues with his Comcast Internet connection.

After several tries, a technician finally arrives to replace the faulty modem. The technician dials the company's support line to activate the replacement modem and... is put on hold for 90 minutes.

While waiting for the activation authorization, the technician falls asleep.
An alert Brian films the napping tech and gives him a starring role is this humorous video.
http://customerevangelists.typepad.com/blog/2006/06/its_not_comcast.html

From Forbes:
Comcast Employee Sleeps During House Call
06.26.2006, 07:22 AM

Comcast Corp. has fired an employee for sleeping on a customer's couch during a house call after video of the incident became a minor Internet sensation.

Philadelphia-based Comcast also said in a statement that it had apologized to customer Brian Finkelstein of Washington, D.C., for the "unsatisfactory customer experience."

Finkelstein posted video of the sleeping technician and told this story on YouTube.com, a site that lets users share videos:

His Comcast Internet connection had worked only intermittently since he moved to a new apartment June 1. A Comcast employee who came to Finkelstein's home June 14 to replace the modem called the company for help. Put on hold for more than an hour, he caught some shut-eye while he waited.

Finkelstein, a Georgetown University law student, picked up his video camera, added an Eels song with the lyrics "I need some sleep," and sent it to YouTube.

The 58-second video has been viewed more than 227,000 times since it was posted Tuesday.

Finkelstein told The Philadelphia Inquirer in an e-mail message Friday that his service has been fixed.

This is not the first customer-service issue to embarrass Comcast. In August, the company said it had fired two employees in the Chicago area for changing a woman's name on her bill to a derogatory term after she repeatedly complained about poor service.

Comcast said that providing a positive customer experience was its top priority. It said that, each year, it interacted with customers more than 225 million times, taking more than 200 million phone calls and sending out trucks 25 million times.
http://www.forbes.com/home/feeds/ap/2006/06/26/ap2839477.html