ATLANTA, GEORGIA -- So, I was a loyal Comcast customer for over 10 years, beginning in 2000. Then, I started having trouble with some of my services and decided to give AT&T Uverse a shot, since they finally showed up in my community. Loved it, loved them, and loved their consistent attention and care for their customers...not to say they don't have issues at times, but they handle things so very well that they make you feel bad for even bringing it up. That said...I had to move, just up the street to a new community, and I am being forced to use Comcast (Bulk services?). I upgraded to the triple play back on the 5th of June, and was told that the equipment would be delivered within 3-5 business days. Great. Fantastic. On the the 10th I called just to see where things were...to ask when I might be receiving my equipment...and was told that the order was still sitting in their system with a "pending" status, so had never been forwarded to the warehouse that ships the equipment -- I asked how that could possibly have happened, and I also asked what would have been the outcome had I not called to check...dude said, "...no one would have known if you had not called..." What?! So I said, "...alrighty then...let's get that fixed -- and by the way...can you send that to me fast-tracked, since I am now without TV, Internet, or phone?" He said, "...no problem...just one thing though, you're gonna need to pay $29 for the quicker shipment." At that point I was so frustrated that I just said whatever...and he said they would "share" the cost with me...you know, like it was MY fault that they didn't do their jobs correctly the first time. Fine. On the 15th, still no equipment. Third call...oh, wait...we just now sent that package out to you...and we don't have any actual tracking information to help determine when you will actually get the package...could be tomorrow, could be a couple of days after that. Package showed up on the 16th...but wait, there were only two of the four pieces of equipment I was expecting. Fourth call. Rep says, your account activity actually shows that it's been cancelled...and it looks like prior to the cancellation, there were only two pieces of equipment ordered. What?! Yep...four reps and two supervisors later, I am being told that I now have to wait for a call tomorrow (18th) for the account to be straightened out...and if I try to make any changes to the account (since none of the reps actually got my itemization correct), then "...the audit department would make it so that NO SERVICES would be connected at my location..." What?! The last representative I spoke to acted as if I had called back all those times to make changes to my order, when in fact, each time I called back -- BECAUSE OF THEIR TOTAL AND COMPLETE LACK OF COMPETENCE -- I had them read back to me what was shown in the order and IT WAS NEVER CORRECT. How is that my fault? These folks really don't give a crap about customer service or just plain SERVICE for that matter. I just don't get how they can all be so callous regarding how they affect our lives. I know they have a ton of customers, and I know they have it so that you are basically stuck in certain situations or areas; however, know this...depending on where you live, work, & play, YOU DO NOT HAVE TO USE THEM AT ALL. I have the option to split up my services and only take the Basic/Expanded that the complex forces us to use...and I will use another company for my internet and phone. ANY OTHER COMPANY. Almost everything you watch on Cable can now be accessed through the internet and all sorts of apps. Hulu Plus, Netflix, Amazon Prime, HBO Go, etc., are now viable options to completely do away with cable. Comcast has basically ensured that I will now be one of the loudest voices in the "down-with-Comcast" arena. My puny little dollars may not make a big difference to them...but by God, I will spend the rest of my days trying to convert as many folks as I can reach. THEY ARE RIDICULOUS. THEY NEED TO TRAIN THEIR EMPLOYEES TO ACTUALLY KNOW THEIR PRODUCT AND TO ACTUALLY CARE ABOUT THE CUSTOMERS ON THE OTHER END OF THE DOLLARS THEY COLLECT EVERY DANG MONTH!
KNOXVILLE, TENNESSEE -- Since July 27, 2014 I have had nothing but issues dealing with your company. I have reached out to you and it continues to serve as no help. It all began when I was going to cancel services that Sunday because I was paying too much and the 300gb data cap. Not sure if any of you all have kids that require service for school, but I do. Which means we need data. We have not once gone over, but I was looking into going back to school myself. Well if I could have got my cap increased.
Anyway, so I make a call to Comcast. The lady was real nice - sold me on the x1 digital preferred plus, 105 tier internet with unlimited data and the phone, for under 150 a month for 1 year. Great let's do this. Scheduled an appointment for Wednesday, I don't know why but I felt like it was too good to be true. Well I researched it and it turned out that you all don't offer unlimited data. But I saw locations that offer 600gb. I called back on Monday - explained what I found.
The lady was like, "Yeah we don't do unlimited data." She was like, "We do have the 600gb that comes with the 105 tier." I was like great. I asked her check and make sure it was all in the system correctly. She said it was not. She said they didn't include the internet. She said she fixed it. Tuesday rolls around and since there was already 1 error and already been misinformed once thought I would just verify. Lady got on the phone - confirmed all the information, I confirmed the 600 gb. Everything was ready to go.
Wednesday tech shows up 2 minutes late, not too bad. Looks at the paper work as "I oh can't do nothing - codes are wrong." Makes a couple calls and leaves. So I call again, ** was like, "Yeah codes are all wrong," said, "No problem. We will get them fixed and get a tech back out there to you." He told me had to put the schedule in for Monday just to hold a time. Went over what I had ordered and confirmed the data limit of 600gb. Said he was giving it to his supervisor so we could rush a tech out, plus just to make sure he got all incorrect codes off.
Thursday rolls around - no word so I call, said no tech was available today maybe Friday. Said ok - had representative confirm what was ordered. Had her confirm the data cap. She said 600. Friday arrives. No word. I called and explained this needs to be done today cause otherwise will increase the proration and cause me a double bill. She said would take care of that. Had her confirm the account again and what was the data cap 600. Said ok. Saturday no tech confirmed all. Sunday I took a day off from dealing with Comcast.
Monday arrives tech showed up, and was only going to install the internet. Explained no supposed to be internet and x1. He agrees to go and get a box. Finally all installed. Finally. Well wish that was the end. That night pulled up my data cap info still reporting 300. Figured maybe it takes 24 hours to update. So I look the next morning still 300. Called and was told all those. People I spoke to were wrong. Asked for a supervisor, I got with attitude will not do you any good. Will tell you the same thing. I said ok.
Reached to corporate, nothing but "sorry and we will take care of teaching" but not happening. Even at 1 point ** with corporate was like, "Yeah you are a part of the 600gb data area." 2 hours later "sorry no you're not." Plus the internet is no faster and constantly drops. They sent a Tech out and that night it was great.
Next day same thing. COMCAST I am calling you out. I have given you the chance to honor what was promised. I have listen and defended for years. You have promised a better Comcast and better customer service. Here is your chance to deliver what your people have promised. Not asking for anything but was promised, if can't make it happen in residential give me my package as a business customer. Do whatever is necessary. Now you all will not even return my call.
So Comcast, here is your chance to prove you are that company you claim to be. Brian Roberts CEO this is your company - make changes. Also someone truly fix my internet. I am starting to think it is being done intentional because you want to get back at me for calling you out on promises you have yet to deliver. But I don't think it's a conspiracy. Just think most of your reps are incorrectly trained and have no empowerment. But what does Brian Roberts care, it's not affecting his paycheck. Since 8/22/14 now corporate will not even return my calls.
PALM BEACH FLORIDA CORPORATE OFFICES, FLORIDA -- We became members in 2011 Oct 30. They hooked up the equipment wrong and had to return. I had issues within 24 hours. The real problem started Dec 2011. When we could not watch channels due to all kinds of different interference on different channels. The internet did not work and they told us we had to buy a splitter and router from Wal-Mart at our cost. To use the internet we had to unhook the TV and then hook up the internet. This went on for 2 years.
My husband was disabled and had a feeding tube in his stomach - he had cancer. I have a FDA recall implant in my back - my spine is broken and the implant grows into my organs so it rips my organs every time I had to change TV to internet back to TV. Then you could not watch the TV because the internet was on. They said I had too many walls in my house - 1400 square feet 2 bedroom home. They promised they would credit us for all the trouble when the issue was fixed.
Well I had over 50 tech here and 278 hours on the phone with this company. I know I should have thrown their junk in the street. 4 other neighbors on a 10 house block had the same problem and was promised the same compensation.
They changed my DVR boxes on all 3 TV because they said the boxes were bad. Well again it's their equipment. I should not have to pay for boxes that do not work. Replacing the boxes never ever fixed the issue. They told me they ran and changed the wires from our phone pole were the signal come through to the house 7 times. According to an independent company it was never change and was a lie. Another issue - they steal, every time they took a box out to be changed the did not take it off the bill I was paying for 3 boxes on each TV - 3 TVs for 2 years before I caught that issue. I was also paying for HD - never hooked until Dec 2013.
Their customer service team is well trained to quote "We will compensate you." All I got was the refund for the boxes they overcharged me and the no shows tech credits. They did allow us HBO and Starz for free for a couple of months but you could not watch those either. Due to both of us being disabled, my husband fighting cancer with no insurance after being fired from his job, the last thing we need was to fight a cable company. We were kind, understanding and gave them 3 years to fix the issues. I have my DVR's that shows issues until the day we were disconnected.
On May 31, 2013 they quoted me a special bundle package for 119.00 month for phone, internet and TV. I was paying over 200.00 a month. I spent 9 hours on the phone because the new package discounted channels. I was quoted wrong 3 times and had to speak to 7 supervisors to fix the price issue which shows as a credit on my bill of 30.00. That was the only way the supervisor could fix the billing issue. Well the phone did not work. People from landlines just received a dead line - no sound.
After 3 years I finally said, "Fine. You can not fix the issues." I can live with that but I am due a credit for 3 years of services issues. Not a 3 year credit some reasonable refund for the time, pain, and no service. When the love of your life is dying changing cable not top of the list but I believed they were honest. MY BAD. I watch whatever channel is working, I bought a cell phone so I took care of the phone issue for now. They did finally fix the internet in DEC 2013. But all the pain the techs in and out of your house when you are both in such pain is crazy.
The last issue was they wanted again to come in and change the boxes. They said our boxes are old. So again bad boxes. Their tech department told me and I quote, "1 box might go bad but not all 3." They just change them. Their equipment, techs, and corporate office are the worse I have ever talked to. I am a customer service manager for 30 years and we always stood behind what we promised. I believed they would also. NOT TRUE and changing TV boxes does not fix the phone. They blamed that on Verizon issues, however the people calling me also have AT&T and Comcast.
Join us make a complaint with the FCC. It's the old bait and switch - they will cheat you. So far, I have had 362 people change in 3 states and that one week's work. DO NOT LOSE YOUR HARD EARNED MONEY.
NASHVILLE, TENNESSEE -- On June 20, 2013 I called Comcast Customer Service to ask about a bundle promotion I saw online for "TV and Internet for $49.99 for first 6 Months." I told the Customer Service Rep (**) that I had seen the offer online and in fact had the page open now and wanted to ask a few questions before I signed up. I further went on to describe the deal for New Customers in my town in Tennessee. It listed 45+ channels on cable and 50 Mbps internet service.
I was promptly "corrected" by ** that, "Oh no, Internet service starts at $79.99 per month at that speed." I told him that I had it on my screen right now, I was looking at it right now. ** said, "Hold on, I'll ask a Supervisor." After a short time he came back on and told me, "Sir, that's an old advertisement. We don't do that anymore." My turn, I said, "But the advertisement says this offer is good until June 30, 2013." Silence, and then, "I'll ask a Supervisor." **: "Sir, that is for internet only." Me: "I'm looking at the offer on my screen now. It says 45+ channels, 50 Mbps for New Customers in my area, $49.99 for first six months." **: "I'll ask a Supervisor."
Shortly afterward ** came back on, "Sir, that offer is only for existing customers." Me: "It says 'New Customer Offer' on the screen." **: "I'll ask a Supervisor." ** returns, "Sir, that offer is not on our website." Me: "The search bar says www.Comcast.xfinity/etc./etc..." **: "I'll ask a Supervisor." Me: "Wait a minute. I see it on my screen and you tell me it's not a valid offer, it's for existing customers, it's not from 'your' website. I've heard a lot about the crappy service you give to customers but I never thought I would have to deal with it BEFORE I was even a customer. Never mind, cram your TV and internet service!!!" CLICK!!!
My recommendation is Do Not Deal With Comcast. They try and rip you off even before you become a customer now.
I have had Comcast HD for about 6 years. This month, out of nowhere, a new charge appeared on my bill - HD Technology Fee 9.95. I chatted with someone to get it removed last week, they said, "It's a mistake, I will take it off." Nothing showed up online for a credit to my bill so I chatted again today. Again, the person said, "Not to worry, we will take it off." She never said, "Your HD channels will be gone." Obviously, why would I pay extra for 2 HD boxes and not want the HD service.
Well, when I turned on my TV today, my HD channels were gone. So I called, and the woman said, "If we remove the fee, your HD channels will be gone." She also said my bill had not gone up, they just broke out the charge separately. I said the bill did go up by the new fee. She got my channels back and then at the end she said my bill would go up. She then tried to sell me more channels and phone service when she knew I was trying to get my bill down. This is after 4 months ago they gave me a special deal which was to include everything, now they add a new charge.
So now with Comcast, to get HD it cost you extra $20 a month, 9.95 for fee and 9.25 for HD box. Since I have 2 HD boxes, I get charged another 9.25 for the second box. Even the Comcast people do not know if this is mistake or not because I got different answers from different people. Until now, the HD was included with my first box because the first 9.25 on my bill said HD Digital Preferred and now it just says Digital Preferred and I have the HD charge separate. Comcast is a ripoff.
I got my next Comcast bill today and they did stop the extra 9.95 I was billed last month for HD Technology Fee and I still have my HD channels (I lost them once again after I wrote this review but I won't go into that now.) They left the HD Technology Fee on the bill but they are not charging for one of my HD boxes. I'm assuming that with the HD Technology Fee, you get 1 HD box with it. That could be why they told me my bill shouldn't have gone up. Anyway, its back to what it should be. I only have 1 more month left on my promotion, hopefully, they can help me out next month to get another promotion, otherwise, Comcast is really expensive. I am happy they corrected my bill but its a shame I lost my HD channels twice and had to talk/chat with 4 or 5 different people to get it resolved.
I have been working with Comcast to solve a problem with my signal being unacceptable for over six months. I moved from a thirty-five year old home with neglected wiring and minimal issues to a fifteen year old home in great shape. Since this move I have had serious pixelation issues with my cable signal, my phone signal breaks up so horribly the person on the other end of the line cannot hear me much of the time.
All of this began in June of 2010. I called Comcast due to the pixelation preventing my family from watching any television whatsoever. The picture and audio signal were so badly broken up we could not make heads or tails of the shows. They informed me that the entire neighborhood was having problems and to be paitent; it would clear on its own. I took them at their word and waited for three weeks for it to clear. I gave them the benefit of the doubt that they were continuing to work on the problem.
I called again. This time there was heavy rain in the area and they blamed the pixelation on that, stating that I need to be patient still; they had just finished repairs on the neighborhood lines. I took them at their word again. Come the end of the second month, I began to become a bit frustrated. I am generally a patient person. I call again and this time request someone be sent out. I did not describe the issue as pixelation; rather I said the television signal was broken up. I later learned they wrote this down as "HD problem."
A couple of days later the technician arrives to fix the problem and replaces the wires directly on the outside of the house, stating he is sure that is the problem and to be patient as it may take the lines some time to clear the reception. I wait two weeks again and call. The problem is no better. They send another technician who says, "Oh it's the box." They replace the box and the wires in the back to the wall. Two weeks later, we are still having pixelation.
I think it is minorly improved, but it is still too bad to watch anything. I call again. This technician says the previous technician did not inspect the wires they replaced and that they were bad: the male and female ends were too far in and too far out. I hope this is the end and thank him. He tells me if I have to call again to explain the problem as pixelation so they know clearly what they are dealing with.
Two weeks later, the pixelation is still present. The next technician comes out and replaces the box again. Two to three weeks later, the pixelation, although still somewhat improved, is too horrible to make sense of any shows. I call again; they send out another technician. He says he can't find the problem. I am told to bring the box in to a local Comcast box store and swap it. I do.
On a side note, in the last month we replaced our television. It was having trouble with lighting, so we thought perhaps the unit was the problem. Nothing about the pixelation changed with a brand new television. After the last six months of excuses and run around and finally getting the problem solved, I call up Comcast. (I had requested a credit when the first technician was sent out. I was told to wait a couple of weeks after the problem was solved.) I called and explained the last six months of problems, asking for a credit again. They say they only see one month of problems in their records. What!
I calmly explain what has been going on. I can tell him there have been at least five different technicians to my house. I can tell them everything that was replaced each time. They keep repeating they only see the last month. When pushed, ** tells me that she does see a history back to September, but that was an HD issue, not a pixelation issue. I explain that I have no idea why the technicians worded it differently but the problem has been the same all along.
I also have to argue the point of the second DVR box replacement. She states that they show we made an upgrade. The DVR box that was replaced was the older version with a smaller hard drive in comparison to the new one. However they are both Comcast brand DVR boxes. I would never consider this an upgrade. Conveniently, Comcast has labeled the box replacement thus to avoid having to tie the two service calls together. I have things I need to do, so I have to let her go.
I call again the next day and speak to **. She is much nicer and agrees to give me a $50 credit easily. However, I have been paying over that each month for the television service I was not receiving for six months. I explain this fact again. She says they only have thirty days of history on this issue. I explain again each thing that was replaced by all the different technicians and how long ago. She is quiet, but I would not say she listened. During this conversation she notices my telephone service is breaking up so badly she cannot hear me. She quickly uses this as a reason to transfer me to tech support and not have to talk to me anymore.
Tech support repeats the fact that I am really broken up and sets up an appointment for my phone to be serviced. I have also been dealing with the phone problem for six months, but it has not caused me to be unable to use the phone for long periods of time and has been intermittent. When I called Comcast service once before, they told me that as the problem was intermittent they could do nothing unless I called when it was occurring. The problem is when it is occurring was usually in the evening, when no tech is available. I didn't see the point. So, I have been putting up with it.
I wait until the technician comes out for the phone, hoping that after this is fixed, I can make some headway with Comcast on a reasonable credit for my bill. I have always paid full and on time. The technician, **, comes out to the house and tests the modem, the lines, even the neighborhood box and says everything is in the green. He can't find the problem. So he leaves me his number and takes off, telling me to call if the problem reoccurs. He is the nicest person I have dealt with during my talks with Comcast. I decide to wait to call them about a credit as the phone is not fixed.
I receive a call from customer service asking me to take a survey about my satisfaction with Comcast. The automated voice says they want me to be fully satisfied. I am not, and I say so. The automated service transfers me to customer care as a result of my statement. I speak to an entry level support person and receive the same rigmarole of excuse and “We don't see records that far back regarding this issue.” Apparently they change the wording on their records so the problems don't match and then lose the majority to avoid having to take responsibility for their screw ups. I ask to speak to someone who can help me. I am transferred to **.
I speak to her for all of thirty seconds when she hangs up on me. This entire time I have spoken calmly and quietly to each person, regardless of my frustration. I realize they are only pegs in the machine and do not have real power. I wait a couple of minutes to see if she will call back. I don't know why I did. Part of me wanted to give her the benefit of the doubt that she did not do so intentionally and it was an accident.
I call back and ask to speak to ** again; explaining I think she accidentally disconnected our line. The person I am speaking with places me on hold and then returns to state in a strained and odd voice that ** is “not able to come to the phone.” I ask if there is someone else available. I am transferred to **. He is pleasant enough, as pegs go. However he repeats the same load of junk I have been told before. I may as well have been talking to a brick wall.
What is the point of having a customer service department when not one individual is individualistic? They are all robotic drones and none of them will give any credit to the reality of my situation. I have been patient for six months on the basis of the idea that Comcast will see reason when I call up and give me at least one month's bill credit for six months of frustration.
** calls me back three hours after he was here and offers to come out and replace the modem on the chance it will fix the phone, despite the fact that everything tested green. I take him up on the offer. He does so, and again is very nice and apologetic about the service issues we have had despite the fact that he has even less responsibility regarding my satisfaction than customer un-service.
After the experience I have just had, I cannot see how any satellite company could be any worse. I will be letting everyone know that aside from their technician, **, Comcast does not give a damn about their customer satisfaction. It is simply a catch phrase for sales and nothing more. Stay the hell away from this horrible and careless company. We have a satellite dish on our roof from the last individuals who owned this house. We were going to take it down. I'm glad we have not yet. I am talking to the satellite company first thing tomorrow.
KIRKLAND, WASHINGTON -- They must have the ill conceived processes and systems of any established business in the whole United States.
1st. If someone needs to change their automated billing info (credit card info since you don't offer auto bank withdrawals) you make them either do it online which creates security risks or tell them to use your IVR system or force them to drive to one of their physical locations and stand in line for an hour. I had 10 companies billing my CC and all of them I could call and update my info on the phone in under 1 minute. After an hour I still could not get this done in any way using any of your systems and processes.
2nd. I tried using their IVR system and it provided no such function to change your credit card details though their reps are told it does. Worse it recognized only about 65-70% of the numbers I said 3 times in a row. Not near industry standard. AA system gets it right 100% of the time.
3rd. My email account somehow got a period where it was not supposed to be. Maybe I did it years ago however the only process you have for changing my email account info which they use as a log in ID is to delete the account. Pathetic.
4th. Their site says if you forgot your password you click this link and you will reset it for me. I click that link and you tell me you don't have a reminder question on file (how could that be?) and instruct me to re-create my profile. When I attempt to re-create my profile it tell me I can't because I already have a profile. An endless loop - how broken is that?
Basically they (a network services company) provide no way for me to resolve any of my issue except to drive to a brick and mortar store. Shocking. It's no wonder so many people are moving to other services and dumb piping them or abandoning you all together. It seems like they are only staying in business because they have a monopoly on cable infrastructure.
Their whole organization seems clueless about "real" customer service! Are they polite, sure but no one, not even a supervisor is empowered to actually do anything for the customer. Why is that? Four common scenarios that all other major companies I deal with can handle efficiently and their team can't handle even one of them even un-efficiently. Zero. It seems they don't even trust their supervisors? Not one of my problems could even be helped by their customer service supervisor yet all of them could be handled by first level reps in other companies. That is beyond pathetic!
All I hear from them is what they can't do and they have the gall to tell me it's for my security yet the bank can do it, every other company like AT&T and Verizon can do it. That's just a cope out. I doubt this won't reach any one of authority in their organization but it makes me feel better to send it as a stock holder.
They need to seriously clean house and start by putting folks in charge of Customer service that knows what it means and get a CIO who ensure systems work for customers instead of providing excuses why it can't. They should be asking themselves do other major companies do it and if the answer is yes find out how and be competitive. I say this as a ex CIO, Security Officers and current CTO.
Whoever heads your services org isn't much better as that technology is really lagging and pathetic. Their On Demand service is so bad I have to use other services (using their pipe), (other companies beta products are better than Comcast's 5 year old service?) their Guide just keeps getting worse because I keep losing more important features than I gain with each new release and the performance keeps degrading.
Their DVRs have completely inadequate processors for the job, the lag is so bad I hit the button again thinking it didn't register more times than not (then have to start the command over) and they are not near competitive when it comes to storage options no less remote access (they should have bought Slingbox and offered that years ago).
Like a huge and growing number of people I feel like I have to look at FiOS or move to DSL with Satellite because it's too painful to deal with Comcast's inadequate and inept customer service and processes and their offerings just keep getting further and further behind the market. How can they be so slow and deliver less features with lower quality?
On the business side they are not any better. I canceled all my movies channels (I had their most expensive "everything" package because they took a $2-$3 NFL channel out of my package and tried to force me to buy a whole sports package we didn't want. Their competitors let you just buy NFL and a much better package by the way. Why?
Monopoly I guess is the only answer. Unless a company has there was strong competition product innovation suffered because folks spin on features rather than executing them. Their cable infrastructure has the ability to outperform competitors and seems to which is the only reason they still have customers - it's certainly not the service they provide on top. It looks like soon they be just a big dumb pipe and all higher margin revenue will go to others if they don't clean house and put in people that deliver the features we have been waiting years for, plus some HW and SW innovation and true customer service! They're clearly headed down the blockbuster path.
I am the CTO of company that would be dead if we operated like them. They need to partner directly with some smaller more agile technology companies that can help them become an innovation leader instead of the big old slow and shrinking companies.
My gosh their Triple Play is really a joke they offer VOIP but with no innovation in the home phone HW or SW when companies out there have home phone products that are market leading and blow away all land line products. Why don't they partner with and offer those products?
Their DVRs should be ION based or at least have something like an nVidia CPU/GPUs in them so we could have rich interfaces that become more and more 3D like when working through HDMI and they should have allowed easy storage expansion years ago (I can't record more than 12 shows in HD before I start to lose stuff, if I am gone more than a few days I am screwed).
And for gosh sakes everyone provides content back up services for our cell phone and PC content - why don't they provide a DVR back up service or at least a USB Hard disk drive for their techs when our HW has to be replaced so they can back up and restore our content when swapping units. How Basic is that?
As a leading technologist, I could go on and on, it's just painful to watch your company year after year fail to live up to anything close to its potential. Is everyone asleep at Comcast or what? In 1 1/2 years any decent CTO could have products in place that changed this company into a technology leader, one the street would reward -- they need to bring in folks that can execute and then get their management out of the way because as a stock holder I am sick of your year after year wasted potential and as a customer sick of the poor service and services.
Lastly they let folks enter comments of any size on their web site then after they have tell them it can only be 1500 characters and they provide no character counter. Just another example of inept systems design. They can't even get collecting feedback right forcing us to find other examples like this site.
SAVANNAH, GEORGIA -- I am very, very, very frustrated with Comcast's customer non-service. Did I say "very" frustrated? I have been a customer for 8.5 years. I have paid bills on time, I have changed services over the phone, I have moved service from one house to another. I have also called the service center most recently to gain information regarding HDTV. On every single occasion, I was never asked for ID and I was able to accomplish all these things without the "permission" of the person on the account, my husband of 15 years.
However, on my 2nd and most recent call to the customer service number, I was informed that I would have to drive 25 miles to the nearest Comcast office to pick up an HD box in order to "get the full benefit" of my new, very expensive HDTV. Not even remotely pleased that this would add another 6.95 to my monthly bill, I drove to the office today. Upon my arrival, I was told, none too politely, that I could not pick up the equipment because my name was not on the account. The clerk attempted to reach my husband at work, but due to the nature of his job, he is rarely available by phone.
I was then directed to a "supervisor" who escorted me to a small room off the lobby. The room should have had "interrogation" on the door. It was impersonal, and made me feel that I was the one at fault for seeking for equipment that I would eventually be paying money for each month. The supervisor tried to no avail to convince me she was sorry I had driven all this way, especially for this box. She tried to tell me it was all for my husband's and my protection. She tried to explain that they had no idea if we were divorced, estranged, etc. How insulting!
Not all of your customers are low-life, degenerate, or dysfunctional. I tried for several, several moments to reach my husband, all the while feeling as if I were held hostage in this office. It was extremely obvious that I was doing all I could do to reach him. However, it was not possible.
The supervisor then offered to have a tech install the box for free, as well as deduct the monthly payment for six months. She'd still have to contact my husband for "permission." Well, it's been 5 hours since then, my husband has tried to reach her several times, and has left a message, to no avail. I called back, asked for her, her supervisor, that person's supervisor. Three phone calls, I begged the receptionist to not put me to voice mail again. Three phone calls, I went to voice mail. Great customer service. I just asked for a person. That's it.
The person I spoke within person promised that, if my husband called today, we'd have the tech out tomorrow. How much do I believe that now, when we've not been able to resolve this mess all day. Your office manager did and said all she could to get me out of her interrogation room. It worked. I'm home, with my great TV, rotten reception, and still no resolution to a simple problem. I just wanted an HD box, pay for it, and watch TV. I attempted to email these comments to Comcast. However, it cut me off at 1500 characters, and then would not submit the entry at all. Thankfully, I saved it to my hard drive, in case there was more to the story. Read on:
Part II: Well, I finally reached a person two days and dozens of phone calls after being in the office. She saw that I was now on the account, although my husband never spoke to anyone to authorize that. Turns out, during one of my calls to the call center earlier in the day, I had been added to the account because I could provide my husband's social security number.
Funny how that wasn't sufficient in person, 4 days earlier, with obvious attempts to reach him at work. The office manager set up the tech to arrive on Friday. He arrived, late in the day, installed some things, then discovered our cable from the road to the house is inadequate. He said he'd be back tomorrow.
Now, I am not dumb enough to believe someone would come to work on a Saturday. However, when I called the following Monday morning, the representative at the call center said it was scheduled for Wednesday. He showed no record of a scheduled installation of the HD Box. He was kind enough to add the installation to the already scheduled line installation. I confirmed with him on 3 occasions that this was all scheduled for Wednesday because I would not be available on Thursday.
Wednesday morning, I made arrangements to be home and available all day. I called the local number and confirmed via the auto response system that someone should be at my home between 8 and 12. Shortly after, I received a call from our local office, stating that the work was actually slated for Thursday. The word "enraged" does not apply.
After a lengthy hold (I didn't believe she'd really call back), the person came back to say that they would try to get a temporary drop line, and install the box after the line was completed. She also offered to waive the installation fee, although it should have been reflected on my account from the very first offer in the local office. I have been told such incredibly conflicting information by so many people, it is difficult to comprehend. I cannot understand why, when a customer regularly pays their bill, offers to upgrade their service, and offers to install the equipment themselves, they would have to go through an ordeal such as this..
I am so glad that satellite TV is offered in our area. It's interesting that your monthly statements say "thank you for choosing Comcast. We realize you do have a choice." I guess that means in providers, because I have had no choice so far. Your communication system to customers and among employees needs serious improvement. I hope this letter finds its way to every call center rep, manager, supervisor, and employee. Treating a loyal customer like this is a perfect example of what is wrong with nearly every company in this great country.
And Finally: The cable installer has arrived; it was a much simpler job than what he'd been told, and now I am awaiting the tech who will install the HD box. Already, the reception is better, and I am not sure I even need the box. But, you can bet I won't be canceling the service and installation. At least for 6 months.
TROY, MICHIGAN -- For about the past eight months, I've experienced occasional problems with the TV in my bedroom. The picture looked like the loose pieces of a jigsaw puzzle and the audio had static. Being the expert in electronics that I am, I very professionally attempted to resolve the problem: I jiggled the cables behind the set and it seemed to straighten out. :) After numerous episodes, I deduced it was a problem with the cable coming from the box to the TV. There were teeth marks from pliers I used quite often on this one part — loosening or tightening it.
Got to the point where my expertise was lacking so the afternoon of 7/14/11, I had to give in and contacted Comcast. The tech told me it was probably a problem with the cable box. He agreed with me that this particular box must have been brought over by Columbus. It was the big, clunky one: 19” x 11” x 3”. He said he could make an appointment for someone to come in to switch out the box and cable or, if convenient for me, I could take it into a service center and they'd do the exchange. I knew that on 7/18/11 I had to be in the area of the nearest center about 2-1/2 miles from me, so decided to take it in myself.
When I arrived, there were three people in line ahead of me. There were eight windows operating so I was called up in just a few minutes. The gentlemen who assisted me knew immediately what the problem was and went into the warehouse to get a new box and cable. He came out with a neat looking one, 6-1/2” x 5-1/2” x 2-1/2”. As he was punching in the information for the exchange, he commented: ‘You know, I can give you about 75 additional channels at no extra charge.' I told him I'd gladly take it.
While continuing to do his magic, he added: ‘You've been with us for quite a while. I can give you a discount on your service which will be good until the end of the year.' I didn't question how much the discount would be. I also didn't mention the fact that just a short while ago I was given a $15.00/mo. discount but I'm sure he saw that since he had my account in front of him. I now have two channels I especially wanted but was too frugal (read: cheap) to pay extra to get: National Geographic and a financial channel. CNBC just doesn't give me what I want.
I post this because of all the complaints I read about Comcast. All the years I've been with them, I've had fantastic service with the exception of three months when they first came into our area. During those first months when I had a host of techs out here, one mentioned to me that the problem was Comcast bit off more than they could chew. They had to hire a lot of new techs who needed more training and AT&T's equipment (our previous supplier) was not compatible with Comcast.
I've sent an edited version of this letter to Comcast, supplying names, so that the appropriate employees could be acknowledged for their friendly, helpful service. I wish all of Comcast could use our service as training so they could avoid the many complaints they receive.
PHILADELPHIA, PENNSYLVANIA -- I cancelled my Comcast service at the end of April when I moved from my apartment to my house. After I cancelled, I was informed that I had to return the equipment to a Comcast location. I wasn't in a hurry to do this, but saw that there was a drop off location 5 minutes from my house.
When I called Comcast to make sure I could return my equipment to that location, I was informed that I could not return my equipment there because it wasn't a drop-off location. Instead, I had to go to one of two different locations. Both locations were about a 60-75 minute drive from my house (or a 50-65 minute drive from where my apartment was). I wasn't pleased about this, but knew I didn't have a choice. I planned on returning it, but I kept delaying it because of how busy I was getting.
Eventually I got an invoice in the mail from Comcast saying that I owed $380 for the equipment that wasn't returned yet. I was actually a little surprised that they didn't just take it from my credit card since I was on autopay when I was a customer of Comcast. Stupid me didn't really do much about the invoice.
Yesterday, I had some free time and remembered to talk to Comcast. I went to their website to see where the drop off locations were. Amazingly, the one close to my house was now classified as a drop-off location. I had to call Comcast though, just to make sure that I could return my equipment there. When I got a hold of someone, I explained to them that I had equipment to drop off and asked if I could return it to the Willow Grove location (close to my house). They pulled up my account and said that I could return the equipment there. I double checked to make sure that I absolutely could, and she said that I could. I was quite pleased about this.
Knowing Comcast hasn't always given me the right answers, I saw that Comcast had an online help chat available. I figured I'd give it a try to make sure I could actually return the equipment to Willow Grove. When the person came on, I explained my situation about how I was told before that I couldn't return equipment there, but I am now being told I can, so I wanted to know which is the correct answer.
She pulled up my account and informed me that I could not return the equipment there. She said I couldn't because that location is not the local Comcast branch from where my apartment was. I found that to be odd, since that location is closer to the apartment than the local branch. She did inform me that Comcast could send me a UPS box (free of charge) so that I could mail in my equipment. She gave me a link. When I clicked on it, I noticed that I could only do that if I still lived in the same place. Since I don't, I informed her of that. She said that I could mail it still, but I would have to pay for postage. I was very much happy about this.
Instead of wasting a few hours driving Comcast, waiting in line to drop off the equipment, and driving back, I can just mail in the equipment. I then proceeded to ask her how much of a credit I would be issued once the equipment is returned. She gave me exact answers so I know what to expect. She updated my address as well so that when I do return the equipment, they will send me a check for the money they owe me to my current address.
The best part about the online chat, in my mind, is that I was able to print a transcript out so that if there are any disputes about what was said, I have it in writing. Comcast has told me things in the past that they later denied, but now that I have the transcript, that won't be happening anymore. If Verizon ever does fail me in customer service and I switch back to Comcast, I will be making all of my inquiries on the online chat system.