"The pay was great and everything else about the job was a nightmare. I remember when a 90-year-old woman called to add phone to her account and my boss told me afterwards, 'She was probably senile… but you should have upgraded her cable. I don’t think you are going to be sitting in this seat for very long.'" -- From an interview with a Comcast employee who worked in the sales department from 2011-2014.
The fallout from Ryan Block's recording of an argumentative, bullying Comcast employee keeps getting worse (or better, depending on how you look at it). The Verge asked former and current Comcast employees to share their stories of what it is like to work at the company. It sounds like a horrible place: "customer service has been replaced by an obsession with sales, technicians are understaffed and tech support is poorly trained, and the massive company is hobbled by internal fragmentation."
Even the customer support troubleshooters are pressured by their bosses to try to sell customers new services. One customer account exec says that the call center he worked in had a "whiteboard with employee names and their RGUs, or revenue generating units."
A former billing systems manager says employees are fed scripts to boost their RGU score.
The name of the game is RGUs (revenue generating units). Even if the subscriber disconnects cable, maybe we can keep them on internet or voice. A script pops up on the screen, and then another one comes up, then another one, every single one you’re eligible for. "Is it too expensive? You don’t use it? Maybe I can downgrade you to something if you’re only home once a week. Or maybe I can upgrade you. What if I gave you all the channels for a year and you’re still only playing $90?"
Comcast Confessions: when every call is a sales call
Comcast’s CEO Brian Roberts has been doing a lot of spinning lately to explain his company’s plan to increase its prices (already some of the highest in the developed world) by turning on usage caps and charging up the wazoo for people who exceed them.
Though his time is mostly spent whispering in politicians’ ears, David L. Cohen narrowly escapes the contours of the highly specialized, counterintuitive US statutory definition of a lobbyist.
Christopher Ferguson’s Comcast bill was bullshit. When he complained, the company offered him alternatives that cost more. So he turned them in to the FCC and got relief. Two customers, one of Comcast and one of Time Warner Cable, told Ars that the cable providers gave them price breaks last week shortly after they complained […]
To be a Pokémon master, you’ll need a phone that won’t constantly die on you. Because nothing is worse than seeing the screen go black right as you’ve finally found the Charizard of your dreams.That’s why we’re so excited about the LinearFlux PokeCharger Portable Battery ($39.99). With its 3.0 Amp HyperCharging technology, this slim battery will […]
The tech industry is constantly innovating, and in order to stay competitive, you’ll need to keep up. The Programming Into the Future Bundle was created to teach you the skills employers are looking for at this very moment, including in-demand coding languages like Google Go.The bundle of courses includes instruction on a range of innovative tools that advanced coders […]
If you’re running low on MacBook storage, your options are pretty limited. External hard drives mean toting around another piece of bulky equipment, and you probably don’t want a USB stick constantly protruding from your laptop.That’s why the Nifty MiniDrive for MacBooks is such a desirable alternative, and one of our top tech finds this year. You can add […]