Comcast - Don't Expect a Visit Soon
Internet - Dispatch, Retention, Customer Service - Complaint
LYNCHBRUG, VIRGINIA -- For the past few weeks, our internet service has been acting up — going off for hours at a time and then coming back. Wednesday night we lost service and could not get our modem to go online again. Thursday morning it still was not working, so I called customer service.
They told me that it was not something they could fix over the phone and a technician needs to come service it, which was fine. They said he could be there between 3 and 5. Since I work at home, I asked if they could come any earlier since I was being hindered from work, and the guy put me on hold to check and when he came back and started talking, he hung up on me.
I immediately called back and after going through the automated process, I was connected to a guy calling himself AJ in the Philippines who proceeded to tell me that I had no appointment scheduled for that day, and in fact, the earliest he could get me an appointment was going to be TUESDAY. I told him that I work from home and need the internet to do so and asked to speak with a manager. He refused to let me speak with a manager and insisted that the only option I had was to take the Tuesday appointment despite the fact that it was going to hinder me from working for the next FIVE days.
I call back because I really needed my internet fixed and wanted answers as to why it would take a company FIVE DAYS to fix something that they are billing their customer for. The lady I spoke with told me that she could escalate my ticket so that dispatch would try to get to it sooner and that I should hear something back within the next hour. An hour passed, and my phone hadn't rung, so I called back and spoke with a man who told me that because of storms in my area (which happened over a week ago and were not bad in my area at all), dispatch was busy and that's why I couldn't get an appointment until Tuesday but that he would escalate my ticket and I should hear something. I asked to speak with someone about canceling my account because I knew Verizon could come out and install DSL the same day. I was connected with their retention department, who told me that she would escalate my ticket and someone would definitely be out before Tuesday to take care of my problem.
I drove to work (a long commute because as I said I normally work from home) and started chatting with customer service online, just to make sure that all these people who said they were going to escalate my ticket really had. The guy I spoke with was very nice and helpful and actually gave me a confirmation number for the ticket he escalated. On my way home, I received a call from dispatch saying that I should be getting a call from a technician within the next 24 hours with the time when he would be there to fix my internet. I SPECIFICALLY ASKED THE LADY I SPOKE WITH IF THIS MEANT THEY WOULD BE THERE BEFORE MY TUESDAY APPOINTMENT, AND SHE SAID YES.
Today I got online to check my account and see if there were any appointments scheduled, but it was showing none (not even the Tuesday appointment), which made me think that the person I had talked with last night actually was right. THEN, I get a call from someone else from Comcast saying that unfortunately, no technicians were going to be available to come service my internet until TUESDAY. I was baffled. I asked her about the call the previous night, and she said she had no record of it, and all she knew was that no one was coming to my house until Tuesday. I asked her if I had been lied to then by the woman who called me last night, and in a roundabout way, she admitted that yes, I had been. Again, I asked to speak with someone about canceling my account, and they assured me that they would escalate my ticket and call me back with an answer. She did call back, which I have to give it to Charlene for coming through on that. No one else who said they would call me back has. BUT, all she had to say was that she didn't have any answers for me yet, and someone would be in touch with me soon.
UNBELIEVABLE! How does this company stay in business with customer service this bad? I will be switching, and more importantly, I WILL be telling everyone I know to avoid Comcast like the plague they are.