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Set Top cable box burnt out TV's PCB
Posted by Migaloti on 01/17/2007
VANCOUVER, WASHINGTON -- When I bought my new HD TV, I upgraded to the Premium HD Cable TV service from Comcast last year after having regular TV service with them for the previous 2 years. I soon discovered that there were still some "manufacturing defects" in their new HD Cable TV set top box. At times my TV would change channels inadvertently, or would "freeze frame" the picture, or loose the sound entirely. Thinking this was a problem with my cable box, I went to Comcast and exchanged my defective box for another one. But, to my surprise, the same problems started within a month of getting the new HDTV Cable box. A call to Comcast tech service cleared this up. But, the problem would come back in a few days to a week. This got to be very frustrating. After a few complaints to the customer service department I was finally told they were aware of defects in the HD Cable box and that Comcast and the manufacturer were working on them. In the meantime the tech support recommended that I leave the Comcast set top box ON at all times (even when the TV is off)... this will keep the box from getting "de-tuned". I resolved that I would just have to put up with this until the fixes were made. But, after 3-weeks of keeping my cable box on 24/7, the TV suddenly showed a scrambled signal on all channels. I called comcast who sent a tech out to find the problem. The tech determined that the problem was in the TV, not in the cable box. Comcast charged me $25 for the service call, since it wasn't cable related. So, I called a TV repair service and they discovered that the cause was a burnt out circuit board on my TV... the power circuit board (PCB.) Fortunately for me, this was a warranted repair. Over the next 5 months, I watched my TV keeping the Comcast cable box on 24/7. Then, suddenly, again my TV showed a scrambled signal just as before. This time I called the TV repair first. They determined that I had the same PCB problem as before... only this time I was over the warranty date. I had to pay for the new PCB, but the labor was still covered under my warranty. The repairman asked me if I had any input power to my TV other than the power cord. I told him that Comcast has me keep the Cable set top box on all the time regardless of TV on or off. He said that a lot of customers have experienced problems including circuit board problems from keeping their cable box on. So, I discovered it was the Comcast cable box, with it's "manufacturing defects", that was the cause of my TV problems. I called Comcast with this information to get redress for my out of pocket expenses, including a refund of the $25 service charge they hit me with. Comcast denied any knowledge that their equipment caused any problems with customer TV sets. I wrote a letter of complaint to Comcast, but did not receive an answer. I have now canceled my Cable TV service and switched to a satellite service. If you have had any similar problems please leave a comment here and do as I did and quit Comcast and write a letter to the FTC.
     
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Posted by Anonymous on 2007-01-17:
The HD box cannot change the channels on the TV by itself. Usually they give out component cables which input video and audio only to the TV. One way the PCB could burn out would be an electrical surge or spike. If your power cords were not connected to a good surge/spike protector it's entirely possible your main electric line got 'hit'.

Some of the boxes Comcast uses do have defects but I have never read of any causing damage to a TV. The problems tend to be just like what you describe including changing channels. If you were using the component cables there are no TV channels to change other than what channel you set the box to receive. The tech who told you to keep the box on 24/7 was full of it. Even if you turn it off it actually remains on in order to download new Guide data and messages.

I think you need an electrician to check your wiring.
Posted by Slimjim on 2007-01-18:
Did the TV repair tech diagnose this over the phone prior to even looking at it? It kinda sounds that way since if he was there, he wouldn't be asking about what's hooked up to what because he could see the entire rig. It's a strange diagnosis, which very well may be right, but I'm thinking Comcast doesn't buy it and believes your TV has a defective part as well.
Posted by Derek on 2007-02-10:
We had this exact same thing happen with Comcast cable boxes to 2 of our televisions. In November, we were smelling a burnt plastic smell coming from the Comcast cable box. The next day, our TV was fried - it would turn on, but there was no picture whatsoever. Comcast came out, claimed the box was defective, apologized and gave us a new box. The TV was older (about 7 years), so we thought that it just broke. We replaced it with a smaller television we had in storage.

Just last night, the cable box on our main TV was making a funny sound - nothing too concerning, just something we noticed. We turned the box off thinking it just needed a rest. Today, while my wife was watching television, the picture went out and the burnt smell came out of the cable box once again.

We tried removing the cable from the back of the TV and hooking it directly into a DVD player to see if the problem was the cable box. No dice - the picture is shot on a TV we just bought two years ago.

We called Comcast, who had "never heard of this problem before." They are sending a tech out tomorrow right during the middle of the day to determine whether the issue was the cable box or the electrical.

We cannot afford to just go out and replace two TVs, nor do we want to buy a new TV and hook it up to these boxes and hope the same thing doesn't happen. It seems too much of a coincidence that the same EXACT problem occured on two different electrical jacks (the first TV burnt out in the bedroom, the second in the living room). At this point, we are at a loss as to how to approach the situation. I'm convinced that it is the cable box ruining our televisions, but I highly doubt that Comcast will ever own up to it...

Thoughts?
Posted by Trudijane on 2007-02-11:
Migaloti,
As I read what happened with you I became so frustrated. There have been countless times that when COMCAST cannot solve the problem, they blame YOUR problems on something to do with your TV. Now, I recently bought a new plasma TV, and there has been so many times when I called COMCAST to ask for technical help, and couldn't solve the problem - they told me it was MY TV (their standard copout). The person that sold me the TV told me to call him if that ever happens as every time they commented that my TV should be on Channel 3, that's not the way this particular TV is wired and when COMCAST is ignorant about that, they insist that it's a result of my TV not being on Channel TV. The salesman at the store that knows these TVs well technically has always managed to solve small problems and major problems WHICH WERE COMCAST related (not TV related) and he explained to me why. One time he actually called COMCAST so he could explain why it is as a result of their problem. I find that their technical service sucks, for the most part, and if they cannot fix it, they find somebody else to blame. It absolutely infuriates me and I imagine you must have felt the same.

Just recently, I lost my dial tone for the 2nd time for 72 hours. It was because of a box that I receive my classical phone service from (NOT digital) that the tech told me that within 6 months, these boxes will be obsolete; that everyone will have to have digital phone service. I really fear that whatever COMCAST does, will affect my TV reception and my High Speed Internet, which I get elsewhere for a minimal amount. And here because my dial tone went out, I was being coerced to get the new digital phone service as I will eventually have to anyway, and get the package of digital phone, high speed internet and cable ($33 each). It sounds good, but I really don't trust them at all. And it bothers me that they are phasing out my phone service which averages $30/month anyway. I fear they will do damage to my TV, etc.

Well, I finally got my dial tone back and refurbished box that the tech didn't think would work - but it did.

Good luck!
Trudi
Posted by traceylynnprincess on 2008-03-08:
Comcast does not train its employees on other companies equ., only there own.They can not tell you how to run your tv/vcr/dvr ect. there also is not a electrical charge that runs thru the cable lines inside the house.
Posted by scot1759 on 2008-03-08:
O'brother please!!!! Some of what you state is true. Motorola firmware and the TV Guide Software do clash. This causes the uncontrollable channel surfing. The pixelating in your picture is signal deprevation. The correct signal needed for HD is no less than a -12DBMV. Less than that and you will see picture break up. As for the DVR burning your power supply out in your TV hardly truthfull. We been accussed many times of the same thing so we offer everytime. To allow a third party to fully check the DVR that was in the customer home to the service idiot that told them that. The offer goes whoever is right pays for the entire cost of repair to the customer TV. Guess what not been taken up on the offer yet. The truth is the power supply unit in your TV beside the tuner board is always the weakest and first to go out. Our DVR on or off does nothing to your TV but modulate an RF signal to a channel freq. I dont know where some these TV repair retards come from but a 6 week course at IVY Tech and their at your door telling you anything that pops in their heads.
Posted by Marcus on 2012-02-20:
Well, I just had 2 TV's go out within 2 weeks and they both were connected to a DVR Comcast box. Possible power issue, but I've had the same setup for almost 2 years. Why now? Why 2 different TV's.. Strange for sure
Posted by Janice on 2012-07-02:
We must all have the same retart of a repair man coming to our home. Because in one weeks time I have had 2 of my TV's also go out as well. I have had the same symptoms and experiences as the other customers. Will check into with the BBB and FTC. This has to be a Comcast issue.
Posted by jerseyboy1944 on 2012-09-27:
One possible way the cable box could damage the power supply board in your TV would be a failure in the cable box that put a very high voltage on the shield of the component or RF cable. Invest in a GFCI (Ground Fault Circuit Interrupter) equipped outlet for the TV & cable box. If you get any unusual voltages on the shields it will kill power instantly. If it happens then unplug the TV, leave the cable box plugged in and turned on and see if it happens again.
Posted by COMCAST KNOWS EXACTLY WHY THIS HAPPENS!!! on 2013-03-09:
I HAVE ALSO HAD 2 TV'S GO OUT IN THE PAST 30 DAYS. MOST DEFINETLY NOT A COINCIDENCE!! 1 TV WAS 2 YEARS OLD THE OTHER BRAND SPANKING NEW! IT ALL HAS TO DO WITH THE HDM1 CABLE THAT OUR SWEET FRIENDS AT COMCAST GIVE US TO USE WITH THEIR CABLE BOX. THEY KNOW THEY ARE NOT COMPATIBLE AND INSTEAD OF UPGRADING THEIR CABLES TO A GROUNDED 3 PRONG THEY SEND US OUT THE DOOR WITH A 2 PRONG CABLE THAT THEY ABSOLUTELY KNOW HAS THE POTENTIAL OF FRYING OUT YOUR TV. TAKE A LOOK AT YOUR PLUG. IS IT 2 PRONGS? IS YOUR TV 3 PRONGS? THEY ARE NOT COMPATIBLE. WHEN YOU PLUG THE HDM1 CABLE INTO YOUR TV AND THEN INTO THE BACK OF THE CABLE BOX WHICH IN TURN PLUGS INTO A WALL OUTLET OR SURGE PROTECTING POWER STRIP, THE ELECTRICAL CURRENT SHOOTS BACK A NEGATIVE CURRENT WHICH FRIES YOUR TV. IT CAN HAPPEN OVER TIME OR ALL OF A SUDDEN. OUR 2 YEAR OLD TV WAS FINE WITH THE OLD BOX, GOT THIS NEW CISCO UPGRADED BOX (WHICH IS NOT AN UPGRADE BY ANY MEANS) AND WITHIN 45 DAYS TV FRIED. SECOND TV WORKED ONLY 1 DAY AND THEN FRIED. COMCAST IS RESPONSIBLE AND SHOULD BE HELD ACCOUNTABLE FOR THE FAULTY EQUIPMENT THEY PROVIDE THEIR CUSTOMERS. IF THE CABLE IS NOT COMPATIBLE WITH THE NEW HD TV'S THEN THEY NEED TO UPGRADE THEM, NOT US!!! YOUR EQUIPMENT YOUR RESPONSIBILITY. THEY ARE HOPING THE CUSTOMER'S THAT EXPERIENCE A FRIED TV WILL BLAME IT ON IT BEING AN OLD TV, BUT WHEN IT HAPPENS TO THE SECOND TV, I DON'T THINK SO... ITS NOT THE TV ITS THE CABLE THAT COMCAST SUPPLIES!!! I HOPE EVERYONE OUT THERE READING THIS POINTS THEIR FINGER AT COMCAST AND STARTS TAKING ACTION AGAINST THIS ISSUE THAT COMCAST NEEDS TO ADDRESS IMMEDIATELY!!!! I HOPE THE DEAL THEY GOT WITH CISCO AND THESE UPGRADED CABLE BOXES WAS WORTH IT FOR THEM!!! THE AMOUNT OF MONEY THEY SAVED NEEDS TO GO TO THE CONSUMERS THAT HAVE HAD TO FOOT THE BILL FOR THEIR NEW TV's THAT COMCAST CABLE BOX AND HDM1 CABLE HAVE FRIED!!!
Posted by Juana on 2013-06-07:
My sister and I live on opposites sides of Houston. Soon after I got the cable box, I thought I needed a new t.v. My television would turn off and on by itself periodically. I went to my sister's last weekend and saw her t.v. do the same thing. We have totally different t.v's. Does anyone have this problem?
Posted by RonH on 2013-06-13:
Sorry dreamers, your TV is not damaged by Comcast. I was in the TV repair business for 34yrs and the chance of a Comcast box damaging any board is zero. You buy Chinese TVs, you get Chinese TVs is the bottom line. Comcast is an evil company to put it mildly, but even with this they do not damage your Chinese TV.
Posted by madeashell on 2013-07-17:
My Sharp tv hdmi that was only going from my Tv to my xbox is not working any more the cords that plug into the cable box to the tv do not work. talked to comcast they say they will give me a new box but my Tv is still messed up. What can I do is there a number for claims on TVs that get F-up by the cable box. I have had everything set up with cable box for 3 years. One day I tried to play my xbox and Tv will not show that it is hooked up.
Posted by cosmicharlies on 2013-09-03:
Same thing just happened to my TV over the weekend, power surged, both the DVR box and my TV are fried.... Everything else plugged into that surge protector is fine except those two.
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Comcast-Beware of sneaky, added on charges.
Posted by Skye on 05/08/2010
Comcast
Comcast
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 touble with the box, in our family room, since 2007. They have always come out to our home, replaced the box, and things would work awhile, 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 then 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 in 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.
     
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Posted by tnchuck100 on 2010-05-08:
Skye, this is also a good example of why people should not allow auto-pay. Something like this would stand a great chance of passing under the radar. Getting your money back is far more difficult than not allowing them to take whatever they want, whenever they want.
Posted by Skye on 2010-05-08:
Excellent advice as always chuck. I would never allow that auto-pay, and like you said, this is one good example for it. I still like to receive my bills in the mail, and then I check them over. I know I'm not talking about an big amount of money, but you add up taking $29.99, from thousands of customers, and it adds up to quite a bonanza!
Posted by raven2010 on 2010-05-08:
Good grief! Sounds like someone clearly entered wrong codes, causing you to be billed in error. What a way to add insult to injury!
Posted by clutzycook on 2010-05-08:
I just noticed that Comcast no longer has TLC or Lifetime. Glad to see all the Spanish language channels are intact, though. :/
Posted by Skye on 2010-05-08:
CC, we still have TLC channel 49, and Lifetime is channel 30. They did however, take away the Oxygen channel from me, which was channel 110.
Posted by Nohandle on 2010-05-08:
I, like you Skye, have had Comcast for ages and never a moment's trouble except that one time some screwball cut my internet service at the street by mistake. The mandate in my area for Digital TV has created problems for me beyond word. I have 4 TV's which might be a bit amusing since I seldom watch TV but was perfectly content with channels 2-99. The month of April around here was not very pleasant. Service call after service call. Technician after technician.

I've not received my new billing but certainly know what I was told it would be. When it arrives we'll just see.
Posted by Anonymous on 2010-05-08:
I was in a Comcast service area and had decent TV service but the internet service was a different story. HORRIBLE. Anyway, was excited when TWC took over the Comcast area because I had TW before and they were awesome. The honeymoon was short lived. Good review Skye, and Chuck you are absolutely right about NOT allowing auto pay!
Posted by clutzycook on 2010-05-08:
Skye, 49 is Spike and 30 is TV land. Oh well, neither were channels I watched with any real regularity.
Posted by Skye on 2010-05-08:
CC, have you tried calling them, and asking why the channels were dropped. I know when I called and asked about the oxygen channel, they told me I would have to upgrade again. WTH. Anyway, if you have ON-DEMAND, they have TLC and Lifetime in there, so if you watched any shows on those channels, they can sometimes be found there. Also, many Lifetime movies are there.
Posted by ok4now on 2010-06-12:
Living in Philly I had the Comcast triple play by default because it was the only game in town. Numerous problems, tech support sucks and the internet was horrible. Moved to the suburbs and now have Verizon FIOS. What a difference. It's pricey but I have no problems. Example: Both Comcast & Verizon advertise Fiber Optic service. Comcast lies. They have fiber optic to the pole then run a junk copper wire to your home for your HD TV that you just spent big bucks on. Verizon has a huge panel box in my garage for a true Fiber Optic connection. The HD TV is incredible. Dump Comcast.
Posted by sharpasice on 2010-06-27:
OOOOWWWW Comcast!!!! I have been having nothing but trouble with comcast BILLING for the last year....phone, internet & TV actually are great but their prices have been steadily increasing since Novemember of 2009 my bill has been steadily risen..from a low of about $120/mo to the present $245/mo!!! I have called and called to to avail..there's been NO change in either my equipment or programing to warrant the increases..when I call they don't care at all...last month the person I talked to ..literally laughed at me (!) and when I asked him for the retention dept or the dept to discontinue service..he laughed again and said haha you're stuck with me and guess what your bill is going up again next month..wait till you see it...WTH was that?!?!?!? WHAT KIND OF SERVICE IS THAT??? I HAVE been calling every month but I am not rude..I do not deserve this kind to treatment..AND I opted to do the survey AFTER the call ..where comcast calls you back...well they called me back alright..DURING the same call!!! During the call on Friday I was placed on hold for 20 mins then again for 40! then I was told ..well, we're busy! Gee I wonder why? Can't change CABLE companies in Chicago, cuz there are no other..only Satellite...which I have been researching for days and will be changing to as soon as possible..BTW I've been a customer of Comcast for about 15 years..they really don't give a damn.
Posted by acadian on 2010-06-28:
I had the same problem with Comcast. Everytime I found charges that I should not have been billed for, I called them up and they took to the charges off my bill. I finally got so tired of their repeated problems that I went with Verizon FIOS!!
Posted by Carrie on 2013-12-28:
I have always had problems logging into Comcast to pay my bills. I found a useful tutorial and guide here: http://www.theguidemonster.com/www-comcast-com-how-to-pay-your-comcast-bill-online/ I do like the service that Comcast provides me and I have no complaints except for the issues I used to have with logging in.
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Comcast Innovations in Dishonest
Posted by Merdi on 05/31/2010
PLYMOUTH, MICHIGAN -- I have been a Comcast customer for over 10 years. I subscribe to Internet & Comcast Cable television. For the Last 10 years, every year Comcast has reduced the number of TV Channels that I used to receive. The remaining channels are either INFOMERCIAL or Community Channels or religious channels. For $18.94 a Month, I have been getting LESS & LESS Channels and what is left is not worth watching. Today, I lost 3 more Channels, due to " DIGITAL MIGRATION ". When I called COMCAST, I have been told by Manager SANDRA Employee # 2827, that unless I upgrade to " DIGITAL PACKAGE " [$50.00+] there is No way I could get the 3 Lost channels. I believe Comcast is FORCING Customers like me to pay more for the same channels that I am already paying. This is Illegal and Deceptive, since Comcast does not Reduce it's Monthly Fee due to reduced Service. IF Comcast reduced it's Fee, what They are doing will not be illegal. But removing service and charging the same Fee is Illegal. I have filed a complaint with FCC [ reference number: 10-C00216771]. Comcast is defrauding consumers by failing to prorate it's Monthly fee for reduced service. This has been going on for the last 10 years and their brand new excuse is now " DIGITAL MIGRATION ". I certainly do not want to pay more for TV and I do not wish to Pay $50.00+ just for TV. I am already paying $47.95 monthly fee for the internet. Comcast should either restore it's service or reduce it's fee related to the TV.

I have taken 3 steps against Comcast.
1- Filed a complaint with FCC.
2- Filed a complaint with Attorney general of your state.
3- File a complaint with Better Business Bureau.
Comcast Scams and fraud is all over the place. The best advise is to bring the Full force of the LAW against Comcast. If every one of us takes time to do what I have suggested [ In addition to posting comments on Web], Comcast will realize that they are not dealing with idiots.. they will see that Victims have intelligence and CAN FIGHT BACK. Let us all Bring the Full Force of LAW against Comcast.

Comcast responded to BBB complaint by saying that they were working on resolution. Their attempt at resolution was noting but a poor and sad excuse for their illegal operations.
     
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Posted by Weedwhacked on 2010-05-31:
Somehow I'm sure they covered their butts so that this would be legal.
Posted by goduke on 2010-06-01:
Reducing channels for the same price is not illegal. There's no law that says they can't do this. It's much the same as the ice cream companies reducing the size of a 1/2 gallon of ice cream and keeping the same price point. Since the fed gov't made their digital declaration, many channels have simply quit broadcasting an analog signal. Comcast can't provide you a channel which no longer exists.
Posted by MDSasquatch on 2010-06-01:
Except for the fact that you are not under a written contract with an ice cream company to provide you with a service.

I am having the same trouble with Comcast; the channels we receive through the box is fine, but the TVs that are direct connect are constantly loosing channels.
Posted by PepperElf on 2010-06-01:
Indeed this isn't illegal.

It might not be nice but it's not illegal.


personally I just say "screw regular tv" and watch the shows I want on hulu, youtube, or bing for free.

Posted by clutzycook on 2010-06-01:
Yeah I noticed the same thing a few weeks ago. Amazingly though, all the spanish language and home-shopping channels are still there :/.
Posted by Bud101 on 2010-06-08:
They have done the same thing to me, lost 11 channels last 30 days, now they would like 7-8 dollars per month more to get them back. That is Bait and switch in any other business. Would some good atny sue these folks into the ground, they are circumventing the rate increase procedures and Breaking every rule in the book, Sue um Danial.
Posted by Anonymous on 2010-06-08:
Its not illegal but it should be. I have had this happen with a couple of channels also. Cable companies need to tread their customers better cause just like blockbuster they will go downhill with sites like hulu and youtube folks will downgrade. (VH)
Posted by Mee2 on 2013-07-08:
You can also file a complaint with your local cable charter or franchise. These complaints go into escalated executives.
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Poor service, that's if you can get any!
Posted by on 08/01/2002
WASHINGTON, DISTRICT OF COLUMBIA -- This company is overpriced and their service is extremely poor. I paid $100 a month for premium cable service and did not receive all of the channels. I called on several occasions in regards to this matter and nothing was done for two months. In addition to not receiving credit for services not rendered, the cable blocks out almost every two weeks; leaving me with a blank screen that says, "One moment please. This channel should be available shortly." This happens for days at a time and then customer service has an attitude when you its time to credit your account. The last straw was drawn when my cable blocked out, leaving me without service for a week. I called for a tech to restore services but they never came. Finally one comes after the 4th request at darn near 10:00pm and tells me he cannot resolve the problem because he does not have enough cable wire to fix it. According to the tech someone with Comcast cut the wire. All of this and I still don't have service and I have to pay $100 for platinum digital service. I disconnected, and I am going to write a letter to the BBB.
     
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Posted by Anonymous on 2002-08-03:
I too had the unfortunate opportunity to have Comcast as both my cable company and my internet company. After just over a year of poor service, I finally cancelled both. The customer service is non existent and the telephone service is enough to make a person go postal. I now have Dish Tv satellite for less money and I am thrilled. I use direct tv internet access. I will have rabbit ears before I will ever subscribe to Comcast cable.
Posted by Anonymous on 2002-08-09:
Don't waste your time with the BBB. All they will do is pass your letter on to Comcast who then will probably throw it out. I agree that Satillite Tv may be a good alternative. In some areas they can take care of your internet too. If not, there are other options for that too.
Posted by Anonymous on 2003-10-15:
what my question is - what did the CCP's do for the 3 mths while you were calling? So you are saying that they only set up one appt in the three mths you called? huh - I find that strange. Usually if the dig box says "one mom plz" that means there is a low signal to the box, or there is a bad cable line. Nothing they can do from the office will fix this problem. And if the tech came out with the wrong wire, why didn't you call and complain - asking for credit - anything verses just canceling? See, I understand companies make mistakes, but if you don't give us a chance to correct them, how can we make our customer service better???
Posted by Anonymous on 2003-12-06:
You can fight City hall!
Please file your complaint with the Better Business Bureau @http://www.bbb.org/
The Corporate giants will not respond to individual complaints no matter how many they recieve -but the BBB will force them to resolve any unresolved issues and force them to change if enough people complain.
Comcast has the WORST sevice, customer relations, and satisfaction ratio.
Do your part to bring down the evil giant!
Do not forget you are actually PAYING them for this terrible service.
Posted by Anonymous on 2004-01-07:
I too am having the same battle in the San Francisco Bay area. Comcast has bombarded me with glossy fliers of service they cannot render (based on their myopic sense of demographics). I am planning to contact the BBB as well as a local news station that get these problems out inthe media and works to solve corporate problems with the individual consumer.
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Cannot Make This Up
Posted by ScubaDiva on 05/01/2010
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 thru 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 unconceivable 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 cluster_uck of 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.

After canceling my
     
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Posted by idontthinkso on 2010-05-01:
Very detailed and informative. Thanks for sharing!
Posted by madconsumer on 2010-05-02:
did you have the water line marked prior to the digging being done?
Posted by oldisgood on 2010-05-02:
not OP's duty to have the waterline marked. Company digging is responsible for that.
Posted by i_am_canadian on 2010-05-02:
And people really tried blaming Mona Shaw for what she did, unbelievable.
Posted by ScubaDiva on 2010-05-05:
I had nothing to do with them installing new fiber - it was done throughout my neighborhood.

I advised them (via email so I have a record) that my service was not working - cable line-up channels were changing weekly and it would take HOURS to rescan & edit out blank channels for more than a month. I had opted to get a digital antenna as a result.

I received another incorrect bill (shocking), emailed Melissa Mendoza yet again - took her more than a week to respond. I was advised when I paid my bill, they'd cancel my service.

She said they mailed me a letter a month ago - they used the wrong address yet again. (They can use the correct address to cut off service and send bills but cannot do it for customer service!)

I told her that I would not pay some random amount that she was unable to provide a bill for.

I am still planning on sharing my experience (detailed & documented with emails) with a local Consumer Reporter for a segment. And when I have time, I will be forwarding this experience to the various people I can track down at higher levels at Comcast.
Posted by srraton on 2010-06-22:
Hey - if you need more comments about how much comcast sucks when you do that interview - contact me. I have more than enough comments about their crappy service and nonexistent customer support.
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huge rate increases, horrible services
Posted by Jackstraw_70 on 02/18/2004
LAKEPORT, MICHIGAN -- Having had Comcast digital cable for less than 3 months and already gone through a rate hike(being told by Comcast there would not be one for this year) it looks as if its time to scrap them already. At least once a week there is a problem with the On Demand service(which is the reason I was told for such rate hike) and many problems with Comcast high speed internet connection. Right from the start, I knew there would be problems with Comcast when the man who came out to hook the service up was in such a hurry to leave he did not explain a thing to me about what services were available. He didn't even leave a card with what channels were available or explain how to use the remote control. This was not the worst of it though, I had to call him back after a half hour of looking at a blank screen with no idea what was wrong. His excuse was that the girl in the office didn't listen to him and forgot to send a signal through. To me, it was just an excuse. So here I sit, waiting for the service repair person to return(second time in 2 weeks) and still having to pay about $80 a month for a headache. I am at wits end with this monopoly, it just drives me nuts how they have run all other services from the area and increase the rates at will. Thank God they did not acquire Disney, or you would only be able to go to Disney Land a few days a week due to technical problems. By the way, I hope everyone knows how much Comcast donates to the Bush campaign. Just another sign of big business spreading its influence into the political landscape for its own interst.
I was also wondering if anyone has found a place on Comcast's web site where we can offer our feedback about their service, I could'nt find one.
Well, thats my rant for the week. I am sure I am not alone in my thinking(that was obvious with my 35 minute wait on the Comcast customer service line last night). Please speak up about this and cancel you Comcast subsriptions.
     
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Posted by mcwriter on 2004-02-18:
The reason you got the 35-minute wait is because their premium movie channels are STILL down. It's been a solid 3 days now. They don't have customer service e-mail, because they know what they'd get if they advertised one.
Posted by walmartangel on 2004-02-18:
You are fortunate that at least he spoke English. The guy we had to fix our service couldn't understand anything we said. I called comcast and asked them to send someone who could understand our language!!
Posted by irfun4u on 2004-02-22:
Right on! Your not alone, they suck. Order DSL and Satallite - you'll be much happier.
Posted by goddesslisap on 2004-02-28:
I hate ConCast also. I've never seen such utter lack of customer service and lies from any company. I work in the Customer Service industry myself. No matter how angry, or annoyed I get with customers I would never dream of treating any of them the way ConCast treats me, and all of their other customers. God bless the day they go out of business!!
Posted by fullofgrace on 2004-05-12:
Every television provider, Dish, DirectTv or Comcast, have done rate increases. That's going to be inevitable. An agent in a call center knows the eta of a rate increase as well as you do...agents find out a few days before you do. Also, every service has its pros & cons. Dish goes out during bad weather. I have both services. There is no such thing as a perfect service. At least they don't lock you into any contracts.
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Comcast service stinks
Posted by Babehazel on 05/11/2006
RICHMOND, VIRGINIA -- Comcast service really stinks. My story starts on Tuesday, April 11, 2006 with the supposed instillation of my digital phone and cable service. A tech was to be at my home between the hours of 2-5pm to install all services. I received a phone call at work from the tech, at 12:45 pm, asking if I still wanted my service to be connected today (4/11/06) I stated yes and he could come anytime he would like I would be at home waiting since I did not currently have phone service nor a cell phone for him to contact me. I was at home waiting and then I used a relatives cell phone and tried to call the tech back by the same phone number he called me from earlier in the day with no answer. So then I called the local customer service number to speak with a representative who said that the tech had closed out his orders for the day. The tech has also stated that he had been the house with not answer to the door, not true I was at home with the door open, and that he called me at work, also not true, I checked with my employer they did not receive a phone call and even if they had they would have instructed them to come to the house. I advised that the phone line was extremely important because I number one did not have a working phone in my home and two the people from the security company were to come out later that evening to connect the alarm service. Finally, after being on phone with several reps and supervisors a tech came out to my home to install only one cable line and all of a sudden the phone service could not be connected and someone else would have to come to my home. The tech also informed me that he did not have all he equipment needed to finish the cable order. At this point I had the pay the security people for a service call because Comcast did not follow through with their promise. Fine the next appointment day Wednesday, I believe, they would make me the first on their list of appointments to be seen between 8-11am the tech showed up at 11:50 am. I asked did he have all the materials to do what needed to be done to fulfill this service order he then stated that he did not have a whole lot of time and if he could get to it he would if not I would need place another call to Comcast customer service center. Needless to say he did not have enough time to finish. I again called Comcast to get another tech out to finish the work order. The rep and the supervisor I spoke with again promised that everything would be taken care of that day. I waited all day missing a day at work waiting for Comcast tech to show up.
Thursday of the same week, again a tech was to come out to my home and never showed up. Saturday the tech finally shows up looking really "ghetto" without all of her supplies, no ID tags on her car or person. She has to call a supervisor and the come to bring the rest of the supplies then the two of them run a cable line from a splitter in the spare bedroom and using staples to run the wire around the baseboards of the floors and around door frames to run the cable to the room across the hall. It looks like some tried to run Christmas lights around the upstairs portion of my house. After all of the trouble I had getting my services connected I was promised by a manager that I would receive 2 months of FREE phone and cable service. Guess what?!!!!!!!!!!!!!! Received a bill for $145. What kind of sh*t is that. I have called again waiting on a response from a manager that I called yesterday 5/10/06 at 3:45 pm knowing that the managers leave a 5-5:30 pm with no return phone call as of yet. Now to anyone reading this review could you please contact me at nwebb_lpn@hotmail.com with some advise on how to start suit class action or other wise thanks.
     
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Posted by Ponie on 2006-05-12:
I agree that Comcast jerked you around, but why are you so quick to threaten 'law suit?' I see a couple of mistakes/assumptions on your part. First, you were fortunate when a tech showed up with no ID of any type that it actually WAS a Comcast rep. The techs in our area show up in a Comcast truck/car, with their ID clearly visible. That tech wouldn't have made it past my front door! Second, I don't know if it's a local/state (or whatever) regulation, but also in our area Comcast cannot drill through the walls of a home/apartment to hide their cable. When they installed my cable, it was done in the same manner, minus the stapling. However, the tech gave me step-by-step instructions on how this can be accomplished. I had a friend who has the proper tools come over to correct it. When doing the installation of my Internet service, it took Comcast SIX weeks to finally get it straight! They were in their infancy of ISP in our area and it seemed it was a case of biting off more than they could chew at the time. During the six weeks of intermitent service, I was not charged penny one for the service I occasionally had. Here they give us a 2-hour window for service. If the tech shows up late, there's an automatic $20 credit on our account. About a month ago when I decided to get rid of the box and have an A/B switch installed instead, I was hoping they'd be late so I could get that credit. No such luck. He showed up in time. You're having a lot of work done. Give them a chance. Make note of the names of everyone you talk to, as well as the times and dates. I hope they'll soon resolve your problem. Another cable company couldn't pay me enough to switch from Comcast and I hope in time you'll feel the same. And--no, I'm not a Comcast employee. :)
Posted by danb625 on 2006-06-13:
Comcast is a monopoly buying up all the cometition. They are ripping us all off with their rising prices. Not to menchin they crappy service also. We need to do something AMERICA!!!
Posted by danb625 on 2006-06-13:
Comcast is a monopoly buying up all the competition. They are ripping us all off with their rising prices. Not to menchin there crappy service also. We need to do something AMERICA!!!
Posted by danb625 on 2006-06-13:
Comcast is a monopoly buying up all the competition. They are ripping us all off with their rising prices. Not to menchin there crappy service also. We need to do something AMERICA!!!
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No Comcast Cable TV In 2009 Without A Digital Box From Comcast
Posted by Tfcrow on 03/01/2008
Comcast and the Digital TV Transition.

Comcast is stating that if you have an analog TV, and you receive basic cable, you will need a digital TV and a digital box from Comcast in order to receive cable from them in 2009. I am not talking about over the air reception. I am talking about basic cable that plugs into the back of your analog TV. If you have an analog TV and you receive cable, you will not receive cable after Feb. 2009 without a digital box that you rent from Comcast.

The government is only stating that the Digital Transition is for over the air transmissions. Comcast is stating it is for analog transmissions over cable. If you have cable service with Comcast you will need a digital box for every television next year or you will not receive any cable.

Clarify with the government over Digital TV Transistion in 2009.

     
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Posted by lilydarling on 2008-03-01:
Yeah, I'd also like to find out what's going on.. I also have a non-digital tv, and get basic cable, and some people tell me I'll need a digital tv and/or digital cable box, other people tell me as long as I'm getting cable (and not using rabbit ears) I'll be ok.
Posted by Anonymous on 2008-03-01:
If you're getting your RF from cable and continue to do so, nothing will change, you can sleep easy at night.
Posted by tfcrow on 2008-03-01:
Not true at all. Comcast is doing away with analog signals, so you will need a digital box for all tv's to get cable. Call them up.
Posted by Anonymous on 2008-03-01:
tfcrow is correct. But your box may already be set to take the new digital signal. Like he says a simple phone call will find out.
Posted by Slimjim on 2008-03-01:
This is disappointing as I run both satellite and cable in my house. The cable is handy as just about every room we have can have a TV in it without carrying a monthly extra fee.
Posted by traceylynnprincess on 2008-03-08:
As of Feb 2009 per the FCC neither cable companies or broadcasting stations are allowed to use the analog systems anymore. That means you will have to a) have a set top digital box or B) have a digital ready tv. If you go to the fcc's website the info is listed there. THIS IS NOT JUST COMCAST, IT IS ALL CABLE PROVIDERS THAT HAVE TO COMPLY.
Posted by SirTrool on 2008-07-23:
OK Guys I am a network tech for Comcast and Comcast will continue to broadcast in the analog format after Feb 2009. Look at it realistically. The box manufacturers do not have the capability to produce enough boxes to satisfy the demand of every non-boxed TV we serve. Plus the fact that the broadcasters will no longer broadcast in analog will generate more customers for us. Right now we already recieve all these broadcast in a digital format and convert them into analog to serve the customers so we have the equipment. Also it takes over three years to recover the cost of a box through rental fees. These are the facts. Don't listen to these rumors.
Posted by ttenneb on 2008-07-23:
I have analog cable with and analog tv and no converter box. Commcast has taken away 8 analog channels so far this year by converting them from analog to digital. The last letter I got before the took away 5 channels was that I need digital equipment to view those channels. My price per month has not changed, of course. I gather that the only thing Commcast has to provide for analog customers in Feb 2009 is the local TV stations.
Posted by gpatrick on 2008-09-04:
I disagree with the Comcast worker. I just found in some areas Comcast will move 20% of their service area to all digital by this end of this year. All other areas will be digital by 2010 and that included those on limited basic. This is not a rumor if you read the USA today article in the Money section dated 06-12-2008. This does not apply just to Comcast other cable companies are doing the same thing. Also there is an adapter that could solve the problem of people that do not have room for a box. It replicates analog service. There is no (electronic program) guide, there is no video on demand. You will possible need an adapter or a box with a qam tv. They scramble most signals.
Posted by luckystreich on 2008-09-06:
I would like to politely disagree with the original poster, but also confirm some other information that other posters in agreement with the OP have said. The 2009 Digital TV transition applies to over the air broadcast TV only. Comcast and other cable operators are shifting more and more channels to digital....this is correct, but this is at THEIR OWN PREROGATIVE and has NOTHING to do with DTV 2009. If you have a local TV station that is still transmitting their feed to your cable co's uplink in analog, that will change...however I've been told that most transmit via microwave. Your cable co, can move any channel they want to a digital channel or digital tier...except for your broadcast affiliates....ie. CBS, NBC, Fox, NBC, CW, MyTV9(if you get this), Spanish channel, and one CSPAN channel, and your local public access. Comcast has recently moved CN8, NECN (new england cable news), hallmark, and tru TV (court TV) to a digital channel number in the New England area. You don't need to pay for a more expensive package but you do need to rent a box to get those channels. Cable's shift, again, has nothing to do with DTV 2009....but because of sheer economic realities. DirecTV is kicking cable's butt with all of their HD channels, close to 100. Most cable markets have 30, if that. I don't care about HDTV personally, but 80% of cable customers say they need more HD channels badly and many more will go to satellite. Comcast and other cable co.'s opinon is majority rules! If you have limited basic or basic cable, and no digital box, expect more and more of your non-local and non public interest channels to require a digital box.... to make room for more HD channels.
Posted by Anonymous on 2008-09-06:
Thanks for point out that Sat TV is far better and superior Lucky.
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Request to upgrade to HDMI box? Good luck!
Posted by Bill887657 on 02/27/2008
CHATTANOOGA, TENNESSEE -- The following exchange is cut and pasted directly from an online chat session I had with Comcast customer service.

All I wanted to do was have Comcast come to my home to switch out our old non HDTV box for a new HDMI box.

Prior to this chat I had contacted Comcast online the day before with no resolution. I had also called Comcast to speak with a customer service rep, also to no avail.

The time I spent engaging Comcast on this issue is approximately 2 hours.

My personal chat information has been deleted for privacy reasons. Please forgive the typos. "Enjoy"....

user ROb_ has entered room

Rob(Wed Feb 27 10:51:02 EST 2008)>Place order

analyst Paul.25710 has entered room

Paul.25710(Wed Feb 27 10:51:05 EST 2008)>Hello ROb_, Thank you for contacting Comcast Live Chat Support. My name is Paul.25710. Please give me one moment to review your information.

Paul.25710(Wed Feb 27 10:51:12 EST 2008)>I will be happy to assist you with your questions today.

Paul.25710(Wed Feb 27 10:51:39 EST 2008)>May I have your Comcast account number please?

ROb_(Wed Feb 27 10:52:41 EST 2008)>Thanks. I'd like to place an online order for a DVMI box to be delivered to my home when available for swap out with our old cable box. we just bought a LCD HD TV and upgraded our service for that so we need the newer box. can you help me w that? I don't have my home bill but my home phone is xxx-xxx-xxxx

Paul.25710(Wed Feb 27 10:53:19 EST 2008)>Thank you for that information.

Paul.25710(Wed Feb 27 10:53:24 EST 2008)>For identification, could you please verify the last 4 digits of the social security number listed on the account?

ROb_(Wed Feb 27 10:53:31 EST 2008)>xxxx

Paul.25710(Wed Feb 27 10:53:44 EST 2008)>Thank you for that, Rob.

ROb_(Wed Feb 27 10:54:55 EST 2008)>ok

Paul.25710(Wed Feb 27 10:55:39 EST 2008)>Let me pull-up your records for me to be able to give out the right information for you. Okay.

ROb_(Wed Feb 27 10:55:58 EST 2008)>ok

Paul.25710(Wed Feb 27 10:57:14 EST 2008)>Rob, regarding your request what I want you to do is to personally visit your local office in your area so that they can see the box that you would like to replace.

ROb_(Wed Feb 27 10:57:31 EST 2008)>why?

Paul.25710(Wed Feb 27 10:57:42 EST 2008)>Do you know the address of your local office.

ROb_(Wed Feb 27 11:00:00 EST 2008)>yes. they have the box information on file. I am not going to unplug the box, drive to comcast just so they can look at the box. we need an hdmi box what does it matter which box we have? doesn't comcast have a record of the tuype box we have in it's records.

Paul.25710(Wed Feb 27 11:01:50 EST 2008)>What I can do for you is to schedule a taechnician for you to insatall the box but I cannot assure you that the box you are requesting for is available in your local office.

ROb_(Wed Feb 27 11:03:19 EST 2008)>i know they don't have the boxes now that much we have figured out.

Paul.25710(Wed Feb 27 11:03:37 EST 2008)> So you really need to personally visit your local office to verify that the box that you are requesting for is available.

Paul.25710(Wed Feb 27 11:04:53 EST 2008)> Yes, we have a record of your boxes but we do not have a records of what model of boxes are available in your loval office.

ROb_(Wed Feb 27 11:07:27 EST 2008)>Do you know how ridiculous this exchange we are having is? This is a multibillion dollar company, and what you are telling me I cannot place an order to have an HDMI box delivered to my house when it becomes available from my local office. INstead, you are advising me to "take the box out to my local Comcast service provider -- a 45 minute round trip for me -- which doesn't include my time waiting in line etc. When I get there I will be told "we don't have those boxes in stock now." And then what? Come back another day?

Paul.25710(Wed Feb 27 11:10:23 EST 2008)>It would be best for you to call your local office for this issue like what I said I canschedule a technician for you but I cannot assure you that the box that you are requesting for is available.

ROb_(Wed Feb 27 11:11:33 EST 2008)>See, that is a great idea. ONly problem is there IS no local phone number for my Comcast service provider. Instead, when I call I get routed to a call center that tell me THEY do not have a way to contact my local service provider directly.

Paul.25710(Wed Feb 27 11:11:38 EST 2008)>As much as I would want to helpn you, Rob, I really am unable to grant your request as my resources through chat is limited.

Paul.25710(Wed Feb 27 11:11:55 EST 2008)>We are in a national call center.

ROb_(Wed Feb 27 11:13:31 EST 2008)>Right. You have other more important customers to help. Right. So here's what I'm going to do. I'm going to cut and paste this excahnge with you to the INternet everywhere I can find anything to do with Comcast complaints. This is what happens when you have a telecommunications monopoly and you don't have to answer to your customer base, or provide a minimum level of service. By minimum level I mean at least "D" level service.

Paul.25710(Wed Feb 27 11:13:45 EST 2008)>Hold on I can give you a phone number in your local office.

ROb_(Wed Feb 27 11:14:06 EST 2008)>423-855-4300

ROb_(Wed Feb 27 11:14:26 EST 2008)>that goes to the call center.

Paul.25710(Wed Feb 27 11:15:13 EST 2008)>Battlefield
Address: Hours:
2205 LaFayette Rd.
Ft. Oglethorpe, GA 30742
Phone: 423-855-3900 M - F 9am - 5:30pm, Sat 9am - 1pm

Paul.25710(Wed Feb 27 11:15:24 EST 2008)>I apologize for the frustration and understand how you feel.

ROb_(Wed Feb 27 11:16:29 EST 2008)>LOL I'm sure you do. However, your "feeling my pain" is no substitute for Comcast helping me do something as insanely simple as scheduling an appointment to switch out a cable box. Right?

ROb_(Wed Feb 27 11:17:08 EST 2008)>BTW that location is NOT my local Comcast office. That is located on Polymer Drive.

Paul.25710(Wed Feb 27 11:17:20 EST 2008)>Rob, I actually want to assist you in this matter but this process can be resolve by codordinating with your local office.

Paul.25710(Wed Feb 27 11:18:05 EST 2008)>Chattanooga
Address: Hours:
2030 East Polymer Dr
Chattanooga, TN 37421
Phone: 423-855-4300 M-F, 8am-6pm. Sat, 9am-1pm

ROb_(Wed Feb 27 11:19:01 EST 2008)>There is NO WAY to contact my local office without getting in my car and driving out there. THAT is why I am contacting Comcast online. To place a simple service call. The number you have provided goes to A CALL CENTER in Memphis. THEY cannot contact my local Comcast office. The don't have a telephone number for them.

Paul.25710(Wed Feb 27 11:21:22 EST 2008)>Okay, I will schedule a technician for you to replace your box, However I will be unable to guarantee that the box you are requesting for is available.

ROb_(Wed Feb 27 11:23:38 EST 2008)>It is NOT available. So the way a service ticket SHOULD work, I would think, is it goes into backorder status such that when one DOES become available Comcast can notify me and say "we have a box for you". Is this multibillion dollar company not capabable of processing simple customer service tasks like that?

ROb_(Wed Feb 27 11:25:55 EST 2008)>Do you know who Rick Germano is?

Paul.25710(Wed Feb 27 11:26:05 EST 2008)>Your local office will be the one who will request the box that you are requesting for to our main office.

ROb_(Wed Feb 27 11:28:01 EST 2008)>So you can schedule a box to be switched out and Comcast will contact me if it is not available and let me know when one is available and coordinate a time to reschedule? Correct?

Paul.25710(Wed Feb 27 11:29:44 EST 2008)>Yes, that is correct.

Paul.25710(Wed Feb 27 11:31:22 EST 2008)>Did you receive my last message?

Paul.25710(Wed Feb 27 11:32:07 EST 2008)>Are you still there?

ROb_(Wed Feb 27 11:32:43 EST 2008)>That was in essence my original reason for contacting Comcast online. Why it has taken us 20 minutes to get to this juncutre escapes me. Irrespective of that, I would then like to place an order to have an HDMI box delivered to my home to replace the non HD compatible Comcast cable box we currently have. Please advise what information you need from to facilitate that, along with a tracking or reference number for the order (I am presuming you will give me that.)

Paul.25710(Wed Feb 27 11:35:06 EST 2008)>One moment please, While I process this one for you.

ROb_(Wed Feb 27 11:37:26 EST 2008)>You understand my ire is not directed at you personally. You are simply implementing the standard of service that is determined from the top down at Comcast. You are doing what you can do with the tools and resources afforded you. This is not your fault ... it is Comcast management that sets the tone and standards.

Paul.25710(Wed Feb 27 11:38:16 EST 2008)>The available slot for you is on Monday that is March 3,2008 between 8am to 11am is that okay with you?

ROb_(Wed Feb 27 11:39:03 EST 2008)>Becuase I am posting this transcript to the INternet, and further sending it to Rick Germano, Senoir Vice President of Comcast Customer Operations, I am for the record going to post the following into this transcript from Comcast's page "Custmer Care Improvements:

ROb_(Wed Feb 27 11:39:23 EST 2008)>That page is located at: http://www.comcast.com/Corporate/Customers/customercare.html?CMP=KNC-1TO1092007GOOGLE4&s_kwcid=comcast%20complaint|849143647

ROb_(Wed Feb 27 11:39:49 EST 2008)>That page begins:

We are constantly working to serve you better.

Dear Comcast Customer:

We want to let you know that customer service is our highest priority. Your feedback is very important to us, and we use it to improve the way we deliver service. We are writing this letter to update you on the steps we have taken to provide better service to you. We are putting a tremendous amount of resources into making it easier and more convenient for you to do business with us.


ROb_(Wed Feb 27 11:40:04 EST 2008)>Yes, the date you have indicated will work.

Paul.25710(Wed Feb 27 11:40:16 EST 2008)>Okay, I understand if you feel the need to do that.

ROb_(Wed Feb 27 11:41:39 EST 2008)>If the box requested is not available I presume Comcast will contact me to reschedule? Correct? Also, can you provide me a tracking number to reference this order should I need to contact Comcast about it?

Paul.25710(Wed Feb 27 11:42:07 EST 2008)>Your appointment has been scheduled for March 3,2008 between 8AM and 11AM. Please ensure that someone who speaks English and over the age of 18 years old is present. The technician will call you 30 minutes before coming to your home.

Paul.25710(Wed Feb 27 11:43:21 EST 2008)>Yes, that is correct, your tracking number for this transaction will be your account number that is xxxxx-xxxxxx-xx

Paul.25710(Wed Feb 27 11:43:49 EST 2008)>Is there anything else I can assist you with at this time?

ROb_(Wed Feb 27 11:44:22 EST 2008)>It's been an amazing journey. I'm glad to have finally arrived. Thank you for your assistance Paul.

Paul.25710(Wed Feb 27 11:44:43 EST 2008)>If you need assistance in the future,please do not hesitate to contact us through Live Chat or E-Mail us at www.comcast.net to help you reach a resolution independently.

Paul.25710(Wed Feb 27 11:44:46 EST 2008)>Thank you for contacting Comcast! Where you are a Valued Customer.

Paul.25710(Wed Feb 27 11:44:49 EST 2008)>Have a great day! Bye!

****

Will Comcast actually deliver the box as scheduled? I certainly hope so since I will have to take the morning off from work to be there when they show up.

****

How can Comcast get away with such horrific customer service. It's simple. They are a monopoly and have no accountability. To wit: There is no alternative in the marketplace if you want cable and want to switch. By the way Comcast is a Bill Gates company.

     
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Posted by madconsumer on 2008-02-27:
a hdmi is a type of port to connect your hdtv to. the box you are wanting is the digital box with dvr. now then, there are alsi older hd boxes that do not have the hdmi connection. the only way to really get what you want, is to take it to your local office for a swap out.
Posted by Realist112 on 2010-02-14:
You need to relax man. No one wants to have to wait in line for this kind of stuff but that is the situation if you want an HD box. Do you realize how much work it would add on to comcast if they had to conform to every request they get. I am not discrediting you, they need a a better system for product inventory, but I think you should cut them some slack. You seemed to be jumping down the guys throat at the get go (and he is just a rep, and has no real power over anything)
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StarEmpty StarEmpty StarEmpty StarEmpty Star
No Tech Support
Posted by Mandm048 on 09/12/2013
AURORA, ILLINOIS -- Network channels black-out and/or picture break-up since January 2013. This is 9-2013. Right now two channels are blacked out. When on-screen number is called you are directed to pay your bill when it is not due. Irregardless, we pay monthly fee if we need a service call and most tech problems can be connected, electronically.

Why, is American cable so high priced compared to other countries.?Our bill is $169.00 every month with basic cable. How is it Germany and Russia only pay around $40.00 a month and that's for the whole country?

Worse of all Xfinity has a monopoly on our apartment building. We cannot change cable company. I think that is why we get sloppy service. That and lack of proper training and language barriers.

These excessive fees should include free scheduled routine service visits. Every person hired should be required to do a paid on-the-job in-service training class every week ranging from OJT to ESL to the humanities. They could pay their independent contractors to teach their OJT classes not to mention the plethora of knowledgeable laid off professionals. They may even qualify for a gov't grant. Customer service is a joke. I have been on the phone an entire day until I, finally, got an intelligent representative who was knowledgeable about his job.

The solution was so simple but it took me all day to get satisfaction.
     
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