COLORADO -- When people write complaints against Comcast, I can sympathize with the original author, but at the same time, I've posted how well things go whenever we have had Comcast issues. Well today is my turn, to write a complaint.
On April 6, 2010, we had a technician come out to our home, again. We have had the ON-DEMAND service since 2007. We have had Comcast since 2000 when it was first called Adelphia, and service has been fine, until we ordered the ON-DEMAND service which included the box. We have had nothing but trouble with the box in our family room since 2007. They have always come out to our home, replaced the box, and things would work a while, before the trouble and many error messages begin. I started to think maybe it was our TV, so we went and bought a new TV for the family room in August of 2009.
The technician came out, said the box was bad and replaced it, again. We are very used to that. He was late, and they gave us a $20.00 credit along with another 3 months of free HBO due to all the issues this one box causes us. They have also tested the outside wiring, and it's all good. All the other digital boxes in the house work fine, so far anyway. I probably just jinxed us, by saying that.
Here is my complaint. I just went to pay my bill, and it was much higher than normal. I use the automated service to pay by phone. I then take the option for a customer representative. She goes over my bill, and says, "Oh, I see the extra charge," which is $29.99. I ask, "What was that for?" She says, "Oh for the service call on April 6, 2010."
I ask why, after 3 years, and many many service calls are we being charged. She says they only charge for the service call, if the problem is on your end, and not with their equipment. I say, "It was your equipment, again. The digital box was bad. How is that our fault??" She says, "Well for an added amount of $1.45 a month, you can get their service protection plan." I said, "No thank you, I do not want that."
The problems we have with Comcast are not on our end, it is due to their equipment. She was very nice and said she would credit us the $29.99, it would take up to 72 hours. I said thank you, and when I get the credit, I will pay my bill. I think it was a sneaky charge that was added. I always check over my bills because of things like this. I understand it was an error on their part to charge me, I just wonder how many other people do not actually read their bills, just pay what the amount for the month is due.
WASHINGTON, PENNSYLVANIA -- Before Comcast came into Washington PA, we had another cable provider which we never had any problems. Well when Comcast rolled into town they promised all these great services and great cable. Well that lasted for a very short time. The cable on a few channels started to go out or tile (small blocks across the picture and also effects the sound), which we called and the service representative would have me go through a series of troubleshooting procedures to try to handle the problem myself from home. Sometimes it would work, but for only a short time and the problem would return.
And if we did get a visit from a service tech. we would ask them if they knew why they were here and they said they had no idea and we would have to go through the explanation all over again. I do understand that I would have to explain the issue to the service personnel. However to show up and have no idea of what the problem is, if they had to bring certain items to do the repair well they would not have them, not a good business practice.
Well anyhow this has gone on for over a year now, and the issue has not been addressed correctly. They have replaced all the cable in the house, the connection at the pole, the box at the pole. They have also replaced the cable to the house with cable triple the size of the previous 2 cable lines.
Oh I'm sorry they had replaced the line to the house last year, but this year they determined that the cable was not large enough because of the distance to my house from the pole - oh the cable from the pole to the house in underground. I explained to the individual who sets up the service calls to please try and remedy the problems because I am tired of paying for a service that I have not received.
This evening I was on the phone with Comcast to set up yet another service call for Saturday morning. I told the Comcast representative that the service tech should not be here very long because everything in the house and cable from the pole to the house has been verified by the other service tech to be in perfect working condition, therefore it should be a quick fix. What I did tell the Comcast representative was that the only thing I believe could be wrong is the cable coming down the road to our pole, because that is the only thing that has not been replaced.
The answer the representative gave to my wife was, "Well we have had no complaints from any other customers on your street." Really! I am seriously thinking about dumping Comcast and going with another provider. I've never experienced such poor service from any other items that myself or my family has purchased or used. But my complaint is not all negative. When the service personnel show up to fix or try to fix the problem they are there when they say and they do seem knowledgeable and courteous, however good manners does not fix the problem. Once again, I want what I pay for...
LIVERMORE, CALIFORNIA -- This is a WARNING rather than a review. If you are financially dependent on your computer working in order to carry out business transactions that require your immediate attention like I am DO NOT USE Comcast. CAUTION DO NOT ATTEMPT STOCK TRADES!!!
If you are dependent on your phone service for Medical Emergency Response, a security system or simply having a working phone DO NOT USE Comcast. If you like your TV BEWARE it can stop at anytime either by system failure or by vindictive employee tampering (Proven and confirmed by management) which was just one of the reasons our TV went off! These experiences occurred weekly in a home already equipped with and using all of Comcast's premium services.
In order to incorporate an office into the extra room Comcast was called. This required getting a phone line added that would be separate and attached to a Medical Emergency Alert System required by the user. For the purpose of conducting serious business negotiations and trades a separate computer internet service was installed. For TV a new connection. This was beneficial to Comcast financially and they were more than happy to accommodate with the assurance these products would work reliably.
The first week all the computers stopped functioning and all the phones went dead. Having no phone service was a serious matter in this household as is the case in many homes and was expressed to management. I explained that someone needed to come out immediately or I would have to make preparations to have someone here in case of an emergency. Comcast Management said and PROMISED they would send someone out that evening. Guess what... No one came. Comcast Lied. Comcast employee confirmed this the next and "apologized".
When I complained to a Comcast employee retaliation in form of losing my TV service immediately after I hung up. Now we had no phone, no Internet and no TV. I don't like cell phones so I had to go to the neighbors to use their phone. It soon discovered and it was confirmed the representative had utilized his power to disconnect our service. I had his identity which I recommend you always get when spending valuable time with these people.
Although the Manager was very apologetic, promised to discipline this man and do everything to get all our services working this has not occurred. I found out today no disciplinary action was ever taken to correct or end this behavior. I have no complaints with the technicians who have been very friendly and tried to help. One free lancer confided that Comcast "treats their workers badly" I could see for myself how pressured and inadequately trained these techs are.
When the owner of the home asked for reimbursement they refused. Today I spoke again with a Manager who agrees they really "lost it on this one" adding that in "some" areas the system doesn't work well. I countered by telling him this property is in the big city of Santa Rosa. Further North in Healdsburg where this might be possible and where my home is located Earthlink works just great. Their excuses don't make sense.
It has been over a month and service has not gotten better. Although they do send Techs out the problems remain. The phones have gone dead a minimum of once a week, the Internet service fails on a daily basis and the TV reception comes and goes.
Today was the last straw. I lost a very important business transaction this morning for the third time. They have had so many opportunities to get it right and I even joked we were going to charge rent because the techs practically live here. I am told by a Comcast employee that this is not the way my computer should be working it is their system and they need to fix it. He assured me they would get it right.
Well there efforts are lost on my loss of Money, Time and Peace of Mind. Remember the medical emergency alert system was dependent on the phone line working and Comcast was well aware of this priority assuring us the phone would work before they were commissioned to come out. To add insult to injury this company literally lied when they promised to fix the phone and we were lucky there wasn't a tragedy. Then one of their vindictive employees tampered with our equipment in an effort to create even more discomfort and frustration.
My friend is stuck with this mess. I get to go back the my Heavenly home in the wine country where my Dish TV service is working and always has. My phone has never gone out and I use Earthlink a company that has never failed me and continues to earn my respect. For a mere $17.00 a month I get high speed internet service that far exceeds anything in speed I ever had using Comcast's most "elite" service.
Until now I never felt good about using a company that employs foreign workers however Comcast has changed my opinion completely. I believe the "Best man deserves the job" and my experience with Earthlink has by far exceeded my expectation. These employees handicapped with a language barrier and constantly abused due to prejudice perform remarkably and have earned my respect and admiration.
They work harder, are so polite, take abuse as par for the course and overcompensate with an astounding desire to please. Their manners are impeccable and show remarkable tolerance even in the most challenging circumstance. With Comcast I am hung up on, transferred in circles, rudely assaulted and my equipment is disconnected as punishment for complaining.
If this is the service I get for supporting an American corporation I can do without. Without guilt or shame I gladly take my money and my praise to the people who earn it... I truly appreciate the efforts of the technicians for their efforts and honesty. As to the company itself who believes appropriate compensation is a robotic apology and despite the evidence to the contrary assure me they are the best available I say actions speak louder than words.
Today after demanding to be connected to Dennis a manager who promised to "do everything he could for us" he had the nerve to say "It looks like you got a lot of service for very little money." I responded asking him "What service"? Reminding him the service I received is a lot more expensive even if it worked than Earthlink and I have not lost any business deals with Earthlink. Little money? To be clear we have not received any credit from Comcast and pay the premium rate, no discount. The funniest part of all this was while the owner of the home was on the phone with management the phone went out twice! Hard to argue with that and still no credit!
What is undeniably apparent with Comcast is that neither the employees or the company care one bit for the customer, their business, their service or their comfort and satisfaction. To Comcast the customer is like a herd of cattle and slaughter is par for the course. Today we were told we would be credited for "today". Wow! "Thanks for choosing Comcast" Well I didn't and I DON't!
My first round with Comcast was in 2007. One of their contractors was installing new fiber through my front yard. Ended up piercing my water line & cracking my driveway. Cost to fix? More than $6,000. You would not believe what I had to do to get reimbursed. Despite the photos of the actual dig line marks in my grass lining up with crack in driveway, waterline, and cable box (in addition to my water bill going from $20/mo to more than $200 immediately after the dig), you'd think that it wouldn't take almost 4 months to get it replaced.
Additionally, a tech disabled my virus while trying to 'work' on my connectivity, allowing malware/virus on my desktop to the point it took in excess of FOUR hours from powering on to simply load Windows. Of course, Comcast would not reimburse me for that. Round 2. My company required non-wifi, non-DSL internet for telecommuting. At the time, Comcast was running a special in March 2009. Internet was $24.99 with basic cable for $10 more a month for a year with free installation. Pretty good deal that (stupidly) made me try again.
Four different installation techs. 3 were complete idiots. The first one tracked mud through my home - staining my carpet. Another insisted my cabling was feeding in 'through my attic'. Now I'm not a cable installation tech, but I know the cable is fed through the side of my home. The third one was just stupid. The forth one finally got it done - said there were no problems and the previous 3 people did not know what they were doing. Additionally, he 'swapped out' my own personal modem (meaning he took mine) for a new one. That was a hurdle. But it was installed and smooth riding now, right? (Laughing, not a chance.)
First, I was charged for FOUR separate installation fees. Secondly, I was not given the promotional offer advertised. Seems simple enough to call and get it corrected, right? (Not a chance). EVERY month, I mean EVERY month, I had to deal with incorrect bills from late charges, to incorrect fees. I got tired of dealing with the regular service, started just beginning by asking for a supervisor. (Four weeks later, that return call hadn't happened). Service shut of several times when I paid the amount I was told to over the phone but credits were not applied.
Then I learned that Comcast has a team for "reputation management" for Twitter. I tweeted "Comcast sucks" and got someone give me an email address to 'fix' my problem. The problem was not fixed (on a monthly basis), but at least I did not have to sit online for god knows how long, and I had everything in writing. (Thank heaven for that). I emailed the one person I had interacted with ongoing that I had advised them I was canceling Internet service, I had gotten another provider and was fed up with the crappy internet access. But I was charged for the following 3 months, despite regular repeated email insistence to cancel service.
In early March, I'm having my future In-Laws over for brunch. First time I'm meeting them. Big deal. Knock at my door. A Comcast tech is there to collect $149 immediately or they are shutting off service. I tell him he's incorrect and show him the last email exchange advising me that credits had been applied (but weren't). I was absolutely MORTIFIED by this experience and it utterly ruined my brunch.
Promises made yet again, but all talk. TWELVE bills. Not one correct. Not one. I'm still being charged an 'inactive modem fee' in addition to a 'modem fee' - I have told them they are happy to have this one back but they need to require the one they took. I was assured more than a month ago that the situation would be 'resolved' once and for all, but 4 weeks later, still not a peep. I've also advised them to cancel my TV - as it was constantly 'shifting channels' requiring me to reprogram the TV channels (a 3+ hour process with my particular TV). I checked yesterday - more than 3 weeks ago, I notified them to cancel service, but they have yet to cut my service.
I have been interacting with supposedly one of the senior customer service people at corporate. It is completely inconceivable how a company can be so consistently inept? I would rather go without TV at all before dealing with Comcast again. I've fortunately got everything documented for more than 8 months of the lackluster service I've received. I will be working with a local Consumer Reporter later this month to do a story on how atrocious Comcast is. I look forward to sharing my experience with as many people as possible. I am going to digital antenna at this point.
I have had Comcast phone, internet and cable service problems since they took over from Time Warner. I finally cancelled my phone and internet because at any given time some or all of the services did not work. I have complained to customer service constantly and they have yet to resolve any of those issues.
They lie just about all the time when confronted with the complaints and often try to put the blame on other department personnel. Customer service blames the techs and the techs blame customer service and the problem or issue is never resolved. They are well adept at keeping the customer in limbo and all the while you are paying for services you never receive without any adjustment to your monthly bill.
In the few years with with Comcast I have been double billed for $244.00 and had to fight with them for three months to resolve it. Charged me for an NSF EFT because they entered my bank account info incorrectly, then did not want to refund it even when I provided a letter from my bank stating that the charge was never applied to my bank account. I have been lied to at least a few times or more within all levels of the company including management.
Lost wages taking off work to meet them for appointments, in which on two occasions they never showed up and have yet to offer a credit as per their commercial claims. They have sent technicians to my house at least 7-9 times for a cable card problem. On one occasion the tech sat on my couch and watched basketball on ESPN till I finally told him I had to leave. They have come poorly equipped with multiple cards that aren't programmed properly, or, are for their cable boxes and not TVs. They've stayed for hours at a time, bickered with personnel who are operating the console and some techs have had little or no experience with cable cards at all.
They intended to bill me for a service call when in fact they caused the problem by removing a code from the system and didn't know how to correct it. I had no premium channels since Dec.2009 and only able to receive about 20 or so of the lower tier channels. Three techs came to my house, one in Jan. and two within one week in Feb for the same problem. I finally asked the last tech to remove the card from my account and requested to have my services downgraded to expanded basic. He said he would pass the information to someone and hopefully get them to prorate my account due to the lack of service.
Shortly after he left, I received a call from a lady representative assuring me that she could get my problem resolved if I would give her a chance by re-scheduling a tech to come with more cable cards. She said she felt sure they could get one to work. I declined to which she then offered me an HD box and asked when she could schedule someone to install it. I reluctantly said yes and asked for an evening appointment reminding her that I had already missed enough work because of this situation.
She apologized and assured me that my bill would be credited for the inconvenience and loss of service. The appointment time came and went without anyone showing up. I called the next day to find out what happened and was informed that I never had an appointment after all. I then called to get my bill prorated and after about 30-45 min. of back and forth discussion finally thought we had come to an acceptable amount and I paid the agreed amount immediately after our call ended.
Today, 10 days later, I checked my account only to find that they added all the charges back on my bill and listed them as previous balance due. Looks like they have lied again... I don't know why I believed them in the first place. Now I will cancel my services completely and refuse to pay them another penny. Bottom line... If you are not being treated fairly drop them, they will realize the importance of their customers when the company loses them all.
PORTLAND, OREGON -- Every few months I have had problems with my cable TV service. From set top boxes that don't work to channels that just disappear. Every time I call for service, I get to talk to someone in a foreign country. Not only I can't understand what they say, they don't know anything about my problems. Instead of sending a technician to fix my problem, to save money, they ask you to talk to a computer voice and then if you are persistence, to someone on the phone. It takes hours to reach a person and then they ask you to do things on your TV and cable box that only a technical person would know and their solutions don't work.
It has taken me 10 days and 4 different people to talk to and none have been able to help. They just resist to send a person to fix the problem. Finally they agreed to send a technician 4 days from now. That is two weeks that I will not be able to use the service that I am paying for. They are very good in getting your money. They have all kinds of real people on the phone to get your money. But when it comes to delivering service, they are the worst. I have missed most of my favorite shows and sport events. I am trying to take them to court to get my money back. I will go back to Dish Network now in a heart beat. DO NOT USE COMCAST.
FROSTPROOF, FLORIDA -- I had Dish network for over 2 years and seen what I thought was a good deal from Comcast Cable. I called Comcast several times and spoke with a representative about the cost involved with the service I was seeking. When I felt we had a firm understanding amongst myself and the representative with the service and fees associated with switching to Comcast I proceeded to order Comcast cable services.
After ordering the service I was told they wouldn't be able to have a person come out and set up the services for 2 weeks. I should have known at this point that nothing good was going to come from this change of service. Someone came out and finally hooked up the service. Then I received a bill for the first months service. When I ordered Comcast the representative told me I only had to pay for the second DVR. The first one was free. Then she told me I would only have to pay 9.95 per room for installation on 2 rooms.
Well to my surprise I was charged 9.95 for one room installation then had to pay 20.00 for having cable turned on, 29.95 for the internet being activated, and 35.00 for the phone activation. And I had to pay for the DVR I was told I wouldn't have to (to boot). When I called Comcast to ask why I was being charged for all that when the representative clearly told me I wouldn't and the other charges were never mentioned and they told me sorry for the representative giving you the wrong information but you have to pay what is billed and found an excuse for every problem encountered.
Now I'm locked in with this company for 12 months at which time I will change providers and never do business with or recommend Comcast Cable to anyone. All I can say is if it seems to good to be true then it probably isn't true. Make sure of all the hidden fees before changing services.
KINGSTON, TENNESSEE -- I have recently been on the phone with your Comcast Center in Knoxville, Tn., and on several other occasions I can't even remember how many times. I could go on to write hate mail as to the kind of service I am given with most I speak to, but it wouldn't do any more good than not.
My problem with your representatives is not as bad as the quality of service my television gets. It is an everyday occurrence that something is wrong with the reception. There is not one particular channel high or low, time of day, or condition of weather that affects it. My picture will turn into pixels and lose sound. This can occur constantly, one time right after the other, or it will come and go or completely black out. It also does this sometimes on all three boxes I have, or it may only do it on one, depending on the circumstances.
The cable was connected in March of this year and we have had nothing but trouble since. They supposedly have most, if not all, of my calls noted on my records. The many attempts made to resolve this issue have done nothing. They recently came and completely rewired this home in July, putting in all new cable lines. I am still having problems with interference of my cable reception, and frankly I am all but fed up with it and the Customer Service Center.
I will be the first to admit that after all of the waiting time and then talking to someone that has no idea of what I'm saying, I can turn into a real "witch". But you should hear some of the excuses I hear and some of the things they say are wrong. It truly amazes me that they can honestly sit there and believe themselves what they are telling you. They have also been trained very well to hang up on you if you get aggravated. This is even if you don't say bad words to them. It's like they just get tired of hearing your story, so they just hang up knowing you'll never get "them" back on the phone.
In the past two weeks, I have asked to speak to a supervisor, and was told that one would call me back within 24 hours. Well, I'm still waiting. As for the trouble-shooting people that come to your home, when they call, they ask if your service is still acting up. If it hasn't or isn't at the time, they say they can't know what to look for. I can understand this, but I don't understand why the lines in my area can't be checked for that "hair-line" split in one of your lines.
I guess my biggest qualm with all of this is: Why should I be the one paying you all of the big bucks for service, get poor reception, and then have to wait at home for someone every time I call in, only to be told, if there is nothing wrong at the time, there's nothing they can do. My time is as valuable to me as yours is to you. I don't mind having to wait for a repairman, but I certainly don't want it to be an every other week thing. It's been three times in the last month. I'm sick of it.
I do realize my bill is not in the best standing, never has, but it always gets paid, and you make sure we pay dearly for it being late. BUT... you do get your money. The lady I spoke with today, the second time after the first one hung up, told me my cable was on "soft shut-down" and that was the reason for the interference. I know what a "soft shut-down" is. My television is not out of service as of this moment, nor the computer service. You may have it listed for this, but as of right this moment, it is still in working order. Is this lady right about interference on my television because it is "scheduled" for soft shut-down?
This makes no sense to me. Another one of your representatives had me to disconnect my cable and run it straight to the television set, even though all 3 T.V.'s were doing the same thing at the same time, she told me all three of my boxes had gone bad at once. After this explanation, I just asked her if she was "BLONDE". DUH! My boxes seem to be just fine, it's the reception I am getting interference with. Another night we were having an "end of the summer" slumber party. We stay up all night, play on the computer and watch movies. But not that night.
Right in the middle of our movie, the whole service shuts down. No T.V., no internet and 6 kids here with nothing to do! I called again. This time it was for scheduled maintenance. I was informed there was nothing that could be done. It would be off for 2 hours. I asked why customers are not informed about this scheduled maintenance, and they just told me they didn't have to inform us of it. If we had known this was scheduled to happen, we would have planned a little differently. But since we weren't even given the chance, it ruined a really nice time for the kids. Did you compensate me for this inconvenience? I don't think so.
Furthermore, you never compensate me for my outages, my trouble, my time or anything else. But just let my bill get behind and you compensate yourselves for that! Plus every time I am inconvenienced by your service, I am still paying for it anyway. How fair is this? Your company makes a killing from your customers. You are forever giving specials to new customers, but what about your faithful customers? What do you do for them? My answer, just the runaround I've been getting for the last 5 months, and still bad reception, rude customer service representatives and no compensation for my trouble.
You may have the market cornered on cable, but hopefully one day there will be someone bigger and badder to take you down and give you some competition. I'm all for another cable company to come in and take your customers. I'd be one of the first to go. In turn, I would ask my family to do so also, because if it wasn't for me referring them to you, you wouldn't have them. Your "refer-a-friend" program screwed me on this also.
Even after speaking to a representative about referring someone, they still wouldn't allow me to collect on my free month for referring them. Your reason, even with the email I kept from your representative, was, you didn't recognize it in my area. What a rip-off. This was the one question I did ask the representative about and she wrote back saying as long as I was a Comcast customer, I qualified.
Sorry, I just had to stop writing. Why? My channels are going in and out again. I had to call your service center in Knoxville, again. Now I have to wait on someone tomorrow, AGAIN! Give me a break! I can't even get a letter written to you without my reception messing up.
Do you intend to compensate me for my time, my inconvenience and my loss? It would be fair to say I've lost at least a month's worth of cable in the last 5 months. Plus the two people I've referred to you at a month free for each. Looks like I'm out about three (3) months "WORTH" of cable. So, tell me what's fair about this situation? Why should I not be mad? I am mad at the whole thing. But is there anything I can do about this? NO! Except send this letter to everyone or anyone that will listen. I love my cable & internet serviceWHEN IT WORKS CORRECTLY! But that is so very little that most of the time is spent HATING IT!
If anyone has a solution, I wish you would let me in on it. I want to keep my services, I even want to upgrade to the phone system you are offering. BUT... not if things continue the way they are going. I know for a fact that I am not the only dissatisfied customer you have. But for some reason, we seem to keep getting pushed to the back of the line, and it stinks! I appreciate anyone brave enough to figure this out, and help me with the problems I have experienced.
P.S. Now THEIR site is telling me my letter has too many characters in it and to shorten it? Why is this allotment of only 1500 characters not listed on here BEFORE I wrote the letter?Is this just a FLAW? AN OVERSIGHT? JUST PLAIN STUPIDITY IF YOU ASK ME!
SCOTTDALE, GEORGIA -- I am writing this letter to you now, while I am once again fuming at the total ineptness of your company. Please allow me to elaborate. I have as of this evening, been without phone service for 4 days on either of 2 lines coming into my house. Phones that have been going on and off for the last year and a half, at least. No one can explain the situation to me but I do want to enlighten you as to the last action that was taken before this outage. I called to report that once again, my computer service was out. They sent a supposed cable tech out to fix the problem.
While he was here, he came in and asked me if we had Comcast as our phone provider. I do not handle the paying of bills because I am blind. So, I told him I wasn't sure, that my husband was not there to ask but that I did not think so. He said OK and then left. Well, the computer cable was working just fine. But then I discovered, when my cell phone rang, and my friend told me he could not reach me on either of my phone lines, that this tech who was supposed to be fixing my computer cable problem, also, for some unknown reason that has yet to be explained to me, ripped out all the wires in the phone box and left me high and dry with no phone service.
As soon as I realized his action and what it had caused, I immediately called your so called help desk and was told, after speaking to person after person after person that it would be the next day or the day after that before they could "send someone out". I asked why they could not send the same guy that tore out my phone box right back over here and then they informed me that he was a cable man and not trained to work on phones. Well, that was pretty obvious to me already.
My whole point is, they should have had someone come out, even if it meant after hours and overtime, to fix what amounts to your own people's destroying my property then refusing to come back until they were able to squeeze me in according to their convenience. Once again, I was treated as if I did not matter in the least. But my money sure does matter, it seems.
Now, here we are once again, I have no phone service for the 5th day now and at this point, I am canceling not only my phone service with you but my cable and internet as well. I would have kept at least the TV because that I am not fond of DirecTV, but quite honestly, my husband and I talked about it last night after I spent at least 3 hours on the phone yesterday, trying to get someone out here to help me get some phone service. Much of that time was spent being shuffled from person to person and of course, ultimately nothing got resolved. I do apologize for the length of this letter but I feel you need to see just what your so called 24/7 customer support is all about.
Wednesday, August 8th: Both phones once again out of service with open lines. This has been happening every day for the last month or so but they usually come back on after an hour or so. Not so this time. I began calling and was told they could not come out until Monday at the earliest. I told them that that was totally unreasonable and unacceptable, since this is an ongoing problem.
After a good couple of hours calling back and back again trying to speak to someone who actually seemed to have some intelligence and concern, they agreed with me and told me they would get someone out on the next day, which would be Thursday. While I was not exactly thrilled with this, I had no choice but to accept it. I was told they would be here between the hours of 2 and 5. When they never showed up, I called at around 6:00 and was told that the tech reported that he had called and we were not there, so he took it upon himself to cancel our appointment.
In the first place, I most certainly was home and in the second place, even if I had not been, I had my cell phone with me at all times and he would have reached me on that one, since it is the contact number I gave them since my other phones were obviously not functioning. This man blatantly lied to his dispatcher. But that is not the first time I have experienced dishonesty amongst your employees, as I will explain later. So, once again, they re-scheduled for the next day, Friday for the hours of 2 to 5.
Now mind you, I have expressed to your people that I am a blind diabetic and am also a kidney failure patient. I must have access to phone service. My husband had to go out of town this weekend and had to take our cell phone with him in case he were to break down somewhere on the road. Therefore, it was imperative that my phone get fixed and immediately! I was assured over and over that the tech would be there this time, no problems, even if he had to work overtime.
3:00 came and went, no tech. I called, was assured he was still coming and then someone from Comcast called me to see if I was home and said they would be there soon. 5:00 The exact scenario as above took place. 5:45 I called and was told the tech had just left his last appointment at 5:30 and was on the way to my house. He was supposedly in Decatur, which is exactly where I live so I assumed he would be here shortly. I was wrong.
7:00 came and went and I don't mind telling you, I was furious by now. Now, no one seemed to know anything about the tech or where he was or why he had not shown up. One so called supervisor told me he had probably gone home. I asked was there no way to get in touch with him and while he did admit to having access to his phone number, said he would not call him because that's not the way they do things.
The fact that I was absolutely livid to the point of being in tears and demanding that something be done before I was left here with no phones for an entire weekend seemed to fall on deaf ears from not only this person but from every single person I dealt within your company.
And yes, I did finally use a word that I should not have used an normally would not use when speaking with intelligent, normal human beings. But by that time, I was beyond angry. I lost it. This idiot then told me to watch my mouth and "try" to act professionally". I was speechless! At that point, I told him to turn it all off. The phone, the computer service and the T.V. cable I will never, in my lifetime, give Comcast another dime.
I and my husband have been good customers of yours for many, many years and have had problems for about ¾ of those years but we stuck with it partly because we kept hoping it would get better and partly because we didn't want the hassle of changing over companies. But I will tell you what he and I both agree on. We are through paying Comcast bills, including the ones laying on his desk now.
By the time you deduct all the minutes we have had to use on our cell phone that we normally would not have had to use, the hours and days that our phones, internet access and T.V. cable has been off and on, off and on, we should be owed a rather large credit by now. But, I have no expectations of receiving any such thing, so we are just calling it quits and calling it even now. Don't bother to send us bills. We will not pay them. You could offer us a lifetime of free service in all 3 departments and I would run screaming in panic.
The icing on the cake to this latest fiasco is that last night, a very nice young lady called to check to see if the tech had ever showed up. I told her no and that I was extremely upset and worried about being with no phones now and she told me to wait and she would call me right back. She did and said she had reached the tech and he was on his way.
Well, I wasn't going to hold my breath and when he did show up, I was shocked. My shock soon turned to disbelief then resignation as once again, Comcast proved itself to be totally inept and incompetent. They had sent a distress call person to me for trouble on my internet. Good God almighty people, if was the freaking phones! You still don't get that???? Not only that, but you could send out a distress call for the internet being down but not for a blind diabetic woman's phones being out??? I think your priorities are a bit askew.
I will close this somewhat lengthy letter by letting you know just how dishonest your people are. On many occasions I have asked a so called supervisor to please contact dispatch to see where the driver is who is supposed to be out here fixing one of my many multitudes of non functioning Comcast services. They always tell me they have no way to reach them. Well, I spoke to one yesterday who was actually honest about it and said that yes indeed, most supervisors can get in contact with dispatch, if they want to. I figured as much and I cannot abide liars. So, I guess what all of this is leading up to is this...
I want all of your products/services/boxes/wires/people and anything else you can think of, out of my house and off of my property. I have canceled all services already but I just wanted someone in corporate to know how we who pay the bills and keep the company going are feeling. And if you think I am the only one that feels this way, you are sadly mistaken.
I furthermore intend to edit this letter down and get it posted to every consumer complaint web site I can find on the web and mail it to everyone in my address book and encourage them to do the same. I have already told everyone I know of the shoddy, shameful non-service I have received from you people and I know of at least 3 of them who chose Bell South over you because of what I told them. That did give me some degree of satisfaction, I must tell you.
I suggest you start getting your act together. People are tired of being abused and taken for granted and taken advantage of by companies like yours and putting up with it because they think they have no choice. Well, I do and I have made it.
You will note that I have copied the BBB and the FCC in on this letter. I am also going to send a copy of it to every consumer reporter I can find on both television and radio and if I can find some on the web, they will hear from me as well. I have just finished this letter and to no surprise to me, my internet is down... still... Oh well, only have to put up with what you refer to as your "service" for a couple of more days then my dealings with you are thankfully over.
RICHMOND, VIRGINIA -- I am a brand new Comcast customer, having only moved into my house exactly a week and three days ago. I called to set up my cable two days after I moved in and they installed in the following day, so I have been a customer exactly one week... and it has been the worst week ever!
From the very first moment that I began communications with Comcast I have had absolutely nothing but headaches. I called to arrange for service to be installed at my house for the Comcast Double-Play, high speed internet bundled with Digital Cable. When I got through to a representative he was pleased to help me set up my service and took my information.
After a few minutes on hold he came back on the line to inform me that there was a glitch with his computer and that he would have to "transfer me to billing and they could build my account and help you (me) set up service." I was transferred to billing and I told her exactly what he told me and her reply was, "I don't understand, build your account? There's a hold on your account for unreturned hardware."
I was amazed, I have never had an account with Comcast, and this is my first time living on my own. Prior to last week I had lived with my parent and they had their own cable account. After five or ten minutes of explaining my situation the representative from billing explained to me in a condescending tone that whomever lived at that address prior had not returned their equipment and that there have been instances where people have tried to start new service at their address to avoid paying their fines.
This was appalling; she basically accused me of trying to scam her. I told her that I had just moved in and that I had no knowledge of any prior activity at my address nor did that have anything to do with me. She responded, "Because of the history at your address you're not going to be able to have cable UNLESS you come down in person and provide evidence that you have taken up residence at that location."
After three more customer service representatives and a supervisor, I was forced to leave work early, get a letter from the property owner that I was purchasing the house from, drive to Staples Mill, wait in line for 45 minutes, watch a lady cut in line and be served in front of everyone else before I actually got to the window. From there I had to provide a picture ID and the letter stating that I was taking ownership of the property. Then I was told that the hold was lifted but I would have to call to schedule service.
I went to the parking lot and did just that, this is where I noticed the security guard glaring at me. He came to the window of my car on the driver's side and leaned into the window and asked me, and I quote, "Why you sittin' here? Do YOU work here, YOU waitin' on somebody?" I showed him my paperwork and tried to explain when he cut me off and asked me again, "YOU work here?" I said, "NO! I'M a CUSTOMER and I'm trying to fix a problem!" After that and two more customer service transfers I was able to schedule an appointment... I thought all was done and hoped I would never have to deal with any of it again.
Then two days ago I came home from work to find a tag on my door with a 'Please Call Us As Soon As Possible' heading and a note stating that a technician had been working in the backyard. No information about when or why or even the tech's name. When I walked through the door my cable and internet were out. I called the number and could not get through, finally after about six tries I got through to someone. She informed me that there was nothing wrong with my account and that there had been an outage in my area and it would be about four hours until it would be back up. She said, "If it's not up by morning call again for an update."
Yesterday I did just that and I was informed that they did not know why my service was out. They said that I would need to be home from 11-2pm so that a technician could come out to my house. I made arrangements for that and called back. I scheduled the appointment and then the representative informed me that there would be a fee of $29.95 for the technician to come. I said, "No. You guys messed up my service I shouldn't have to pay to fix it." She said, "We charge for service calls. That's policy."
I asked for a supervisor and she said, "You can talk to a supervisor if you want, but they ain't going to change company policy." I told her to cancel my service and send someone to get the box. To which she replied, "You can do that but if you had the wire protection plan there wouldn't be a service charge."
I knew nothing of a protection plan and was pretty frustrated by now so after I explained with some seriousness that I had never heard anything of the sort, had only been a customer for a week and was ready to switch to DirecTV she offered to waive the charge and add the protection plan for $2.95 a month even though I wasn't supposed to be able to get the protection plan until after I'd been a customer for at least 30 days. This doesn't make sense but whatever.
Long story short, tomorrow a tech is supposed to come fix the problem they caused and I'm supposed to be grateful that they aren't charging me for it, even though they'll still be charging me over $36 annually to protect me from such charges. Oh and she said, and again I quote, "That's a good deal." I swear the second Verizon brings its FiOS service to my area I will leave Comcast behind, if not sooner.