OCEAN CITY — Ocean City officials this week got a briefing from the town’s sole cable television franchisee, including a modest fee hike for most packages along with a promise of better customer service and enhanced offerings.
Comcast Director of Government and Regulatory Affairs Chris Comer on Tuesday told the Mayor and Council the cable and Internet giant was dedicated to improving service and increasing offerings to residents and visitors.
Comer also said the changes will come with a price for consumers. Most of the cable television, Internet and phone services, along with the combined packages of two or more, will come with a modest increase for the consumer from as low as 50 cents a month in some cases to as high as $3 in others.
“We’re looking at a rate adjustment for most of our packages,” he said. “Unfortunately, it looks like the cost will continue to increase. Beginning Jan. 1, most of our packages will go up but many will be as little as a dollar or even less in some cases.”
However, Comer promised Comcast would improve service and enhance its cable, wireless and telephone offerings in kind to offset the price hikes.
“Customer service is our number one focus and we are committed to constantly improving our customers’ entertainment and communications experience in your community, and we continue to invest in making their services even better,” he said.
Comer explained Comcast was upgrading its Internet server speed, offering more Wi-Fi hotspots and making other major upgrades in its infrastructure in the resort. The company is also in the process of expanding its On-Demand offerings with over 6,000 programs now available for downloading and watching at any time. It is also ready to roll out a voice-controlled remote control and DVR system.
Perhaps most important to local residents and visitors is customer service and Comer explained that will be a top priority for Comcast in 2016. For example, the company is changing its home appointment system in an effort to end wait times.
“We’re going with a two-hour window for appointments where it used to be four,” he said. “We’re going to guarantee on-time arrival or we’ll credit the customer $20.”
Comer also explained Comcast is also adding new technology that will allow customers to track their service representative.
“It will show you where your technician is all the time,” he said. “It will also provide a picture of what he or she looks like so you’ll know who you are expecting and there will be an opportunity at the end to rate the service.”