Comcast reps are very good at apologizing, and no wonder.
Customer service for a simple disconnection - Complaint
BOSTON, MASSACHUSETTS -- Comcast service representatives are so good at apologizing because they must have to do it so often.
My experience started with over 40 minutes on the phone attempting to request a simple disconnect of services, which included;
Waiting on hold, only to be finally transferred to a representative on the west coast, after providing my name, address and account number. I live on the east coast. The west coast representative then told me he would have to transfer me to someone else. Another 5 to 10 minutes on hold. I was then asked to repeat all details I had just provided; ie account number, name, address, etc.
This was the first week of July, and I identified my disconnect date as July 31st. The representative then asked me for a forwarding address to send the final invoice. Since I'm moving to Canada, I provided the address of the house I'm moving into, there. The representative was confused, asking me what state the Canadian province of Nova Scotia, is in...He then asked me for the zip code there. I explained to him that Canada has postal codes, which are made up of numbers and letters. I then read the 6 digit postal code to him. He told me he was unable to accept it, and that the address had to be in the United States. I told him that after July 31st I would not have a US address, and that it shocked me that a company like Comcast can't sent a piece of mail outside American borders, especially to a country like Canada, that shares international borders with the US. I told him that this was Comcast's problem, not mine and we ended the call.
About a week later, on July 15th, I decided to take my Comcast television cable-boxes to a local Comcast service center, and asked the fellow behind the counter to double check that my disconnect date was still July 31st, as I wanted to continue having access to my email account. He happily assured me that there would be no issues. And just to be sure, as I was leaving I asked him to confirm it again. He told me there would be no problem, that his system said it was, in fact, July 31st.
Of course about an hour later, when I attempted to access my email account, from my girlfriend's home office, I could not get into the account. The prompt told me the account was closed. So another 30 minutes on the phone, with an apologizing representative, but eventually just to be told that I would have to call back the next morning to speak with another department. The next morning I called again, and was assured by another apologizing representative that my email was back on line. I asked her to wait while I checked. I couldn't get in, and she sounded shocked. She apologized again, and transferred me to another representative This person told me that I would have to re-boot my router. The problem here was that I was not at home, I was still at my girlfriend's. I was an hour away from my condo, and was planning on leaving town and not returning to my condo for 10 days.
I was getting angry, and the representative told me there was no other alternative. So after nearly another 40 minutes on the phone, I hung up and drove back to my condo (an hours drive) turned on the computer, and called Comcast, again. She checked the router remotely and told me all was fixed. But then, I couldn't even get on the internet. The rep, continually apologizing, told me the only solution was now to send a service person to the condo, but couldn't get someone there for two days. Remember, by this time, I had planned to be 3 hours north of the city on my vacation, and I could not wait any longer to leave. I told the Comcast representative that I was extremely frustrated and that their customer service was nothing short of abysmal. I told her that I would put rabbit ears on my roof before ever purchasing Comcast services again.
And finally (the fun continues) yesterday, the new tenants of the condo, who move in August 1st emailed me to tell me that they can't open a new account with Comcast because there is no disconnect in place from me. After blowing about 2 gaskets, I called Comcast, again. After another 40 minutes of apologies and comments like "I really don't know how this happened" by the rep, I was able to re-activate the disconnect. Again, lots of apologizing.
I'd estimate that this series of events ate up nearly 3 hours of my time, and caused me to be extremely late for my first stop on my working vacation. And that doesn't account for the stress and frustration I experienced. Comcast is a large company, which benefits from a monopoly on neighborhoods in Boston. In other words, my neighborhood in Boston, which is an older established area, is not serviced by Verizon, RCN, or any other providers of internet, TV and phone. Therefore I had no choice but to use Comcast. At the end of the day Comcast, which promotes there 24 / 7 customer service guarantees, and trains people to apologize endlessly, doesn't really have to care about their customers. Hell will freeze over before I would ever use them again, and that will be a long time, even with global warming.