Comcast Informative - Lack of customer service
Policy regarding Customer Service.
Yesterday my wife tells me that she has spent 2 times 40 minutes speaking to someone in the far-east who didn't even listen to her and suggested that the order for a self install cable box would not be here in time for the Stanley Cup final, game 7 and the final game. I am a fan of the Bruins.
However when I arrived home there was the cable box neatly packed and left outside my front door. I collected and examined the contents reading the instructions and realized it wasn't rocket science. All I had to do was connect three wires. I completed the task in less than a couple of minutes and waited the compulsory 20 minutes for something to happen. Nothing happened. In fact 4.25 hours later I was still in the same position, but by this time I knew the Bruins had won 4-0. How did I know? Because my wife emailed me and told me the result. I still didn't have television.
In the interim I had spoken to at least three different Asian young ladies and a male supervisor. They are always polite, but achieve zero except increase my blood pressure. By 11.45pm I had given up. The supervisor who should be fired put me on hold and the phone went on and on and on until in the end after an inordinate amount of time the call dropped. The three young ladies had me pressing buttons on my remote. They asked me to undo and reconnect cables. It was all designed as a nonsense exercise. They were obviously reading from a script and they couldn't deviate from that script.
How dare you call yourselves number in cable television? I have direct TV at my home but it is not available at my city apartment. It looks like I am going to have to seek alternative arrangements. Frankly your service is dreadful and you should all be ashamed of yourselves. The customer is your future and to treat him so badly is shame on you.
This morning I called to ask them to collect the equipment that they dumped on my doorstep and was promptly told to deliver it by hand to the local Comcast office. I am not the UPS or FedEx or the USPS and I am not going to return it. I will leave it in exactly the same position that I found it. I waited to arrange for a collection because I want to be reasonable and guess what, I waited and waited and waited and no reply. I called again and the same thing occurred. I have made 7 calls to Comcast, and my wife has made two before me. When will you understand people are not prepared to wait 40 minutes every time they need to speak to anyone.
The cheek of trying to market your company on the basis of putting the customer first is galling. That is a joke and if it wasn't so frustrating I could laugh.
This morning I spoke with Lisa at your executive head office and asked if she could resolve the issue. She said she would. I am prepared to wait until the end of business hours today to see if it is resolved. I am not going to take time off work to put right your wrongs.
My advice to all of you at Comcast is to look for another job. Comcast is big but not that big that they can't fail. If they keep this up that is exactly what will happen.
I know they can get it right; they did at my business for 6 years without any trouble. Ok there was teething problems getting it working, but once it was working, I never had any trouble. You should be striving to get it right and not fob people off by getting Sunshine (that was what she called herself) and Rani and others to fob the customer off. I am going to write to my senator asking him to look at your monopoly position and to determine whether the federal Government can intervene on behalf of the consumer