Comcast continues to polish its customer service apple by allowing subscribers to drop off their equipment directly at UPS stores where the gear will be processed, packed and shipped back to Comcast free of charge.
In addition to the more than 500 Xfinity stores, the equipment can now be dropped off at more than 4,400 UPS stores across the nation. The equipment can be handed into the UPS stores as is, without wrapping or packaging. Comcast subscribers then receive a confirmation receipt and tracking information from UPS.
“This is all about convenience for our customers,” said Tom Karinshak, senior vice president, customer service, Comcast Cable. “The process is super simple and will streamline equipment returns. Customers can walk into any The UPS Store location, drop off their equipment and take their receipt. And this is all free for our customers. The UPS Store is known for its efficiency and customer service so we’re excited to be working with them.”
As it traverses the regulatory approval process for its deal to acquire Time Warner cable, Comcast has endured several customer service-related debacles this year, including the overly zealous customer service rep that refused to cancel a former subscriber’s service. There was also allegation that the nation’s top cable operator got another disgruntled subscriber fired for complaining about his customer service (the latter of which Comcast issued an apology for while denying the allegation.)
To move the ball forward on customer service, last month Comcast promoted Charlie Herrin to senior vice president, customer experience. In last week’s third quarter earnings conference call, Comcast Chairman and CEO Brian Roberts said that “customer service should be our best product.”
