How I Didn't Get Help
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:
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 husbandâs social security number. Funny how that wasnât 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 heâd 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 âenragedâ does not apply. After a lengthy hold (I didnât believe sheâd 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 heâd 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 wonât be canceling the service and installation. At least for 6 months.