KINGSTON, TENNESSEE -- Hello,
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 service----WHEN 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 OVERSITE? JUST PLAIN STUPIDITY IF YOU ASK ME!