Comcast - Horrible Support!
Technical Support - Complaint
SANTA MARIA, CALIFORNIA -- I have been on the phone with tech support numerous times per week for this last month for numerous issues. It seems like every single "tech" I speak to can do nothing but verify my account, reset my box, then try their best to get me off the phone as quick as possible. Last Saturday I upgraded my service from the BlastPlus! package to a triple play package with preferred digital HDTV and 50Mb internet. I was told by the phone sales agent that the TV service would be available within the next hour or two, and that the box would not need to be switched out. I was also told that for the phone service would be unavailable until I received my new modem, and that the existing internet service would remain active on my existing modem. The extra TV channels never came, and I called support to troubleshoot this issue. I was told by an Agent that the service has not been activated on my box yet, and that I should call back tomorrow if its still not working. Next day, still do not have the channels. Called support again, and spoke to another agent who told me that the upgraded package has not been activated on my equipment yet, but that he would be happy to activate it for me. He said that he activated the services on my equipment, and to give it an hour or so before the upgraded services become available.
Two hours later, still no channels, so I called back. I spoke to another agent, who asked me what my issue was, I told him that I recently upgraded my services and that the changes still have not taken effect. CST said that the package has a work order that has not been completed yet, and that to complete the work order I would need to speak with someone from billing. I told him that the previous agent said that he had activated the new services onto my equipment, and he insisted that there is a pending work order stopping the service from working, and that he could not do it on his end. I asked to speak with a manager, and was told that there is no manager available and that one would call me back within 30 minutes if I gave him my callback number. I gave the agent my callback number, and waited. I did not receive a call back.
Fast forward to today, when I come home from work to find that both TV and internet are both down completely. I contact support again, and am told by agent(Axel, was told her operator id was H5) to connect my new modem. Connect the modem, and get no service. I was told that this issue would need to be escalated, and that she would get a Comcast special care agent(?) on the line with me to assist further. Was transferred to another queue, and was greeted by a woman named Mary(Agent id SDCR968) who answered the phone and asked me what my issue was. The previous agent did not give her any information whatsoever regarding my case, just transferred me to another call queue. I had to re-verify my account again, and give her the history of what has been going on. Agent resets my box and modem, neither come online. Agent then said that she would need to escalate the issue to a level two tech. I told her that she just did the same thing that the last agent did, and asked to speak with a manager. She said that a manager was unavailable, and that I should at least try to speak with the level two tech to try to resolve my issue. I asked the agent to please get the level two agent on the line before transferring me so that she can give him some info regarding my issue so we would not have to start from the beginning all over again. The agent said that she would do that, and put me on hold. 15 seconds later, I get cold transferred to another queue. I was greeted by agent Hayli(agent id 80622), who started from scratch asking me what my issue was and if I could verify my account info. The previous agent did not speak to her at all. I verified my account info AGAIN, and gave them a rundown of my issue AGAIN, and was told by the agent that she would run a diagnostic on my box. After 5 minutes, she told me that my box is showing that it is offline. She then reset my box and modem, and told me to call back in a half hour if service is not restored. I still asked to speak with a supervisor regarding the way things have been going, and am again told that a supervisor was unavailable. I told the agent that I would wait, and waited on the line, checking in every couple minutes. After about 20 minutes, I was hung up on. Internet service has since come up, TV however is completely down still. No supervisor has called me back, and I do not want to call support again just so they can reset my box and tell me to call tomorrow. What is going on with phone support? Every time I call, the next agent has no idea what happened in the previous calls. I don't know if it is their standard policy to leave no notation when a customer calls support or what, but this is ridiculous. I've asked agents for case id's, and I am told that they cannot give me a case id, but they are taking notes. Then when I speak with the next agent, when I ask they say they see no notation on my account. Nobody has any clue what the last guy did, which I guess doesn't matter because all they do is reset the box anyway. Every time I ask for a supervisor I am told they are unavailable, or that one will call me back. I get wildly different agent numbers as well. I am not even sure they are giving me their correct names and agent numbers. It's as though phone support has no accountability whatsoever. If anyone else has had issues like mine, please chime in.