Comcast; Lack of concern and/or service
SCOTTDALE, GEORGIA -- This is a letter I am sending to the corporate office, if and when I find an address for them.
Sunday, August 12, 2007
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 wasnÃ¢ÂÂt 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 Ã¢ÂÂsend someone outÃ¢ÂÂ. 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 peopleÃ¢ÂÂs 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 Direct TV, 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 donÃ¢ÂÂt 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 thatÃ¢ÂÂs 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 ÃÂ¾ of those years but we stuck with it partly because we kept hoping it would get better and partly because we didnÃ¢ÂÂt 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. DonÃ¢ÂÂt 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 wasnÃ¢ÂÂt 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 donÃ¢ÂÂt get that???? Not only that, but you could send out a distress call for the internet being down but not for a blind diabetic womanÃ¢ÂÂs 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 pleas 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 Ã¢ÂÂserviceÃ¢ÂÂ for a couple of more days then my dealings with you are thankfully over.
Scottdale, GA 30079
Former very disgruntled and dissatisfied Comcast subscriber