Comcast Complaint - Poor Service - Bundled services
MINNESOTA -- 1. On Saturday, June 9th an installation was scheduled for the Comcast bundled services between 11:00 and 2:00. The tech showed up at 10:45 and did call first. His order did not call for a wireless connection to the second computer as I had requested. He returned to his office to get the equipment, promising to return that day and complete the installation. He did not return and did not call with an explanation. I was left with a computer that could not access the current internet provider and I had to spend several hours reconfiguring and updating a laptop to access the dial up service. My basement (main) TV was not working with the partially installed system, 2 other TVs were not installed with the new system, and my house was littered with debris and materials. No one from Comcast ever apologized or provided an explanation for this action.
2. I called to reschedule to be told that the only options were the following Thursday or Sunday – no attempt to do anything extra to make up for the bungled installation. I selected Sunday from, 8:00 to 11:00, so I could be present to oversee the project as confidence in Comcast was declining. After not hearing anything by 10:00, I called and attempted to get a time and confirm that the installation would still occur. I was told that they could not do that until 11:00. After being persistent and finally getting a supervisor, he said that he would check and get back to me. He did not. Several other frustrating phone calls resulted in a “supervisor” calling me to say that he would be by at 3:00 to finish the installation. His attitude was that he was doing me a favor and seemed more interested in dominating the conversation than obtaining or giving information. At 3:00 he had not shown up and I called again. This time he was supposed to be there at 4:00. He finally showed up about 5:00. The first thing he said was that he was afraid of my dog (the first tech had no problem), turned around and with a big smile returned to his truck and left – He had just gotten out of finishing an installation late on a Sunday afternoon.
3. At this point, I was livid and called again to speak to a supervisor. He promised that a tech would finish the installation between 8:00 and 11:00 the following Monday. I stayed home from work for understandable reasons. I called at 10:30 to see what was going on and again was told that I had to wait. Again going to a supervisor, he agreed to contact the tech for a status.
4. While I was waiting on the phone for this status, I considered how the Comcast service would be once I was just another customer if it was this bad while I was a new customer. When the supervisor returned, I asked him to change the work order to have the equipment removed as I was cancelling the installation and I considered it to be a breach of contract by Comcast and therefore I owed nothing. I am sure that I will be billed, and it will be paid after I finish ice skating in Hell.
5. The tech came and started removing the equipment and did not reattaching the system as it was prior to Comcast mucking everything up. I instructed him that he was to leave the system as Comcast found it. He sullenly complied for the most part. He attempted to give me a change order receipt that did not specify what had occurred, namely the return of said equipment. I insisted that he write and sign (employee number) that the equipment was returned. Again, he sullenly complied.
6. As he was removing the equipment, I was on the phone ordering the Verizon fiber system.
7. At no time in this process did Comcast do any more than say the right words on the phone. There was no real attempt to rectify the bad situation. There was no real attempt to provide customer service. They have totally lost control of what is happening in the field with their techs. The whole operation can be summed up in one word – DYSFUNCTIONAL.