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Comcast will close Augusta call center

Wednesday, March 6, 2013 11:59 AM
Last updated 9:19 PM
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Comcast will shut down its Augusta call center in May.

The nationwide cable and internet company filed a mass layoff notice Monday with the Georgia Department of Labor.

The Worker Adjustment and Retraining Notification said the layoffs would begin between May 3 and May 16.

The notice said 79 employees will be affected, but Shannon Dulin, the senior manager of government and regulatory affairs, said the actual number is 68.

The notice doesn’t specify why the layoffs will occur, but Dulin said the call handling for sales, retention, repair and billing will be moved to seven other Comcast customer centers in Illinois, Indiana and Southern states.

“That is part of our ongoing effort to provide more specialized customer support,” Dulin said.

In 2001, Comcast opened its River Shoals Drive office to accommodate its entire Augusta operation, which had been spread around to four facilities.

There are 244 employees at the facility, but only the call center employees are affected, Dulin said.

“We’re not reducing employment numbers in the region. We’re encouraging employees to apply for other open jobs,” Dulin said.

Comcast has 3,600 employees in Georgia and has a regional headquarters in Atlanta.

“We will be working with each of our displaced employees to consider them for other positions,” Dulin wrote in the mass layoff letter. “If affected employees do not successfully transfer to another job within Comcast, they may be entitled to severance benefits.”

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daphne3520
950
Points
daphne3520 03/06/13 - 01:31 pm
1
0
So....
Unpublished

now that they close the Ca;; Center, CUSTOMERS will suffer even longer interminable waits on "hold!"

Willow Bailey
20580
Points
Willow Bailey 03/06/13 - 01:42 pm
12
0
Why even have a call center;

Why even have a call center; they never answer anyway.

oldlady60
26
Points
oldlady60 03/06/13 - 01:43 pm
6
0
Great, just what the Comcast

Great, just what the Comcast Call Center needs is less people. The wait in line is not bad enough, now they want to make you wait even longer. They keep going up on the bill and cutting the available stations. Just to get a replacement plug, on a Saturday, the only day I have off when they are open, I had to wait an hour and thirty minutes to get to the window. It took less than a minute to get a replacement part.

Common.sense
465
Points
Common.sense 03/06/13 - 01:49 pm
5
0
They should keep at least 10

They should keep at least 10 of the employees they are laying off. So they can expand the billing, equipment pickup and dropoff location. I have been in there at various times and they always have ridiculous lines.

I am having a billing issue. So I am on hold with them. It's going to be 7-11 mins to speak to someone. Yet they are laying people off.

Little Lamb
46060
Points
Little Lamb 03/06/13 - 01:57 pm
8
0
Fewer Problems

No one calls Comcast unless they have a problem. I guess Comcast figures with fewer employees, they will have fewer problems.

Fiat_Lux
15445
Points
Fiat_Lux 03/06/13 - 02:01 pm
8
0
All of which is why

we switched to Knology as soon as it became available in our area. I've never been on hold for more than a few minutes and they show up to deal with problems usually within a day or two. Their channel selection doesn't thrill, but the smallness of the hassle factor is more than adequate compensation.

cj0725
16
Points
cj0725 03/06/13 - 03:10 pm
8
0
Doesn't surprise me at all

Doesn't surprise me at all that they would do that. That is why I jumped ship to Knology as soon as they came to town and will never go back to them even if they are the last one around. I will stick to two or three channels or movies. Prices too high, service sucks and they never help when you would call. They would never admit fault to anything. My heart goes out to those that may be affected but poor service is what is leading to these cuts as they are losing customers to better companies in area.

palmetto1008
9782
Points
palmetto1008 03/06/13 - 03:18 pm
6
0
So many thumbs up, Willow, at
Unpublished

So many thumbs up, Willow, at 12:42.

bdouglas
5047
Points
bdouglas 03/06/13 - 03:23 pm
5
1
@Fiat_Lux

Well now that they're merging with WoW! you may be in for more of a wait...

GnipGnop
12242
Points
GnipGnop 03/06/13 - 03:37 pm
7
2
More change...

you can believe in?

Gage Creed
17276
Points
Gage Creed 03/06/13 - 03:42 pm
6
1
I wonder if the WARN meetings

I wonder if the WARN meetings will be held in the TEE center? (cough, cough)

allhans
23688
Points
allhans 03/06/13 - 07:36 pm
8
0
I have never regretting

I have never regretted switching from Comcast to Knology, just hope that we new owners give us the same fast service.

Shortcomment
1163
Points
Shortcomment 03/06/13 - 04:17 pm
4
0
Another brilliant COMCAST solution

Reduce Staff and Increase customer service and wait times.

To our County Commissioners.
Since COMCAST operations are licensed and regulated by ARC, when are we going to see a few COMCAST Satellite Offices like other cities and counties have? (eg. 3x in Gwinnett Co.)

This driving all the way into town or paying Big Buck$ for $hipping to get replacement equipment is a joke.

Riverman1
84152
Points
Riverman1 03/06/13 - 05:03 pm
7
1
Quit paying Chris Matthews

Quit paying Chris Matthews and Co. millions and maybe the little people could keep their jobs.

rugerguy
216
Points
rugerguy 03/06/13 - 05:03 pm
9
0
Comcast

I'm another convert to Knology who is praying the new owner won't mess up a good thing. Knology service is the best and Comcast is the absolute worst. I don't care if Comcast has more HD channels or on-demand. I have never seen a more apathetic attitude towards customers. Now there will be fewer people to have a crappy attitude. All of these guys are on life support anyway until wireless everything kicks in and it will not be long.

lifelongresident
1323
Points
lifelongresident 03/06/13 - 05:07 pm
0
0
i am sorry to hear that but i
Unpublished

i am sorry to hear that but i am willing to bet the layoff in a small part was influenced by obama care..so ya'll can thank the savior obammy for the loss of you jobs...

Sweet son
10415
Points
Sweet son 03/06/13 - 05:25 pm
9
0
Another Knology Customer!

I too jumped ship when Comcast over months could not resolve an issue with my internet. I do not miss them a bit!

Dixieman
15012
Points
Dixieman 03/06/13 - 05:48 pm
9
0
DIXIEMAN HAS SO MANY POINTS HE HAS BEEN SEQUESTERED

They already have the worst customer service I have ever experienced. Changed to DirecTV and it is great. Had to sue Comcast to get refund; they had charged me for three years for what they finally admitted was a non-existence third box in my house (which has only ever had two TVs). Then they said they could only refund last 6 months of overcharge. Sued and won $2500 and reported them to BBB and consumer affairs. May they rot in Hades....

Frank I
1191
Points
Frank I 03/06/13 - 06:35 pm
4
1
been a while comin..

I've had a strong hunch the 'layoffs' have been coming down the pipe they've been working that small number of employees foe a couple of years now,. really has little to do with the level of customer service on the phone as that's been" regionalized for quite a while now and most of the calls from the Augusta market have been handled by someone in Jacksonville or Tallahassee... the staff handling the front counter customers is desperate from the "call center" and they haven't mixed for at least a couple of years.. I find all the remarks about Knology to be quite hilarious as the CEO for Comcast in Augusta found employment with Knology about two years ago... again, little to do with service/cost as it has to do with restructuring... the local office has been more or less hamstrung for the last few years.. my best advice to those expecting any major improvements is hold your breath..

Darby
25736
Points
Darby 03/06/13 - 06:54 pm
5
0
To bad they can't...

blame the sequester...

allhans
23688
Points
allhans 03/06/13 - 10:45 pm
6
0
Knology won't tell you to

Knology won't tell you to come in to pick up a part, they deliver free of charge and in my caSE made the necessary connections... No signing of a huge contract either.

SemperParatus
3225
Points
SemperParatus 03/06/13 - 11:48 pm
3
0
The bigger one gets...

Comcast gets bigger and bigger and their customer service gets sorrier and sorrier. Comcast not long ago purchased the NBC network. Seems like a huge conflict of interest to me but then what do I know about anything?

Bodhisattva
6224
Points
Bodhisattva 03/07/13 - 07:17 am
3
0
Comcast has a customer

Comcast has a customer service center?

Common.sense
465
Points
Common.sense 03/07/13 - 01:13 pm
0
0
So my billing issue wasn't

So my billing issue wasn't resolved yesterday. The rep told me it was an error and to not pay it because their website showed I owed a zero balance. It now reflects the full amount I was billed. Which I was billed 3 times for the same service. Call back today and the wait time is 18-28 minutes. Comcast is so useless, unfortunately I cannot get Knology service at my house.

Chigger Hill Man
159
Points
Chigger Hill Man 03/07/13 - 01:34 pm
0
0
To Common.sense

If you live in a place where you can have a dish set up, call Dish Network. I've been with them for about twelve years and have no complaints.

Chigger Hill Man
159
Points
Chigger Hill Man 03/07/13 - 01:34 pm
0
0
To Common.sense

If you live in a place where you can have a dish set up, call Dish Network. I've been with them for about twelve years and have no complaints.

gaflyboy
4851
Points
gaflyboy 03/07/13 - 03:32 pm
0
0
"Your call is important to us."

Anytime you call a business and hear a recording of this, you know that it's not.

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