BOSTON, May 25, 2011 /PRNewswire/ — Comcast Cable today announced the Boston area launch of a new 24×7 technical support and equipment protection program for the growing number of home electronics devices — like laptops, home networking equipment, gaming consoles, Wi-Fi enabled smart phones and tablets — people are connecting to Comcast’s services.
Called Xfinity Signature Support, this service offers customers a single source for troubleshooting and support for their computers, home networks and many other devices and is another step in the company’s focus on delivering an exceptional, end-to-end customer experience backed by the Comcast Customer Guarantee. The new offering enables customers to select an enhanced level of technical support with monthly subscription plans and one-time support options and is offered in addition to the 24×7 support Comcast already provides for its video, high-speed Internet and phone services.
“We want our customers to have a great experience with Comcast, and we’ve been making significant investments to enhance our products while improving the service and support we deliver,” said Steve Hackley, senior vice president of Comcast’s Greater Boston Region, which includes eastern Massachusetts, New Hampshire and Maine. “Given the incredible growth and complexity of personal electronic devices, our customers have told us they would like additional choices for technical assistance beyond the support we already provide for their video, Internet and voice services. As we continue to invest in the overall Comcast experience, Xfinity Signature Support lets us provide an end-to-end technical support solution for customers.”
According to a 2010 survey by Parks Associates*, more than 50 percent of Americans with Internet service look to their broadband provider as their first or second choice in solving their home computer-related technical issues. Additionally, 75 percent of those surveyed prefer to receive all of their technical support services from a single vendor.
With Xfinity Signature Support, Comcast customers will have access to knowledgeable and experienced IT specialists who can provide supplementary technical support online, over the phone or in the home. Assistance is available either as part of a monthly subscription plan or on a stand-alone basis for one-time fixes, such as virus removal or connecting printers or game consoles to wireless networks. Xfinity Signature Support also offers extended equipment plans covering computers and flat-panel TVs.
In addition to Boston, Xfinity Signature Support is available in several of Comcast’s markets, including Atlanta, Chattanooga, Chicago, greater Philadelphia, New Jersey, Houston, Detroit, northern Delaware, Orlando, Savannah and the Twin Cities, with plans to make it available in the remainder of the company’s markets in 2011. For more information, please visit www.xfinity.com/signaturesupport.
Xfinity Signature Support complements the company’s overall efforts to deliver an exceptional customer experience every day, which includes offering the Comcast Customer Guarantee, the company’s promise to hold its products, services and people to the highest standard. The Customer Guarantee is backed by significant service enhancements focused on ensuring every customer interaction is handled right the first time and giving customers more choice and control as well as making it easier for them to do business with Comcast.