Comcast Corporation Complaint - Incompetent Unprofessional Customer Service
PHILADELPHIA, PENNSYLVANIA -- 09/29/07
Example of customer service to date. Below is email I sent to firstname.lastname@example.org. Then after I ask them to research I had to go ahead and do another email to tell them what happened. Overall, I have just wasted so much time and energy to get my issue resolved. I can't believe this company is handled the way they are and the CEO and VP's get paid no matter what. They need to find people that are more competent to run this company.
Brian Roberts - Chairman/CEO
D'Arcy Rudney - Senior Vice President
Jennifer Khoury - Senior Director of Corporate Consumer Communications
Re: XXXX XXXX
XX XXXXXX XX
XXXX XXXXX, CT XXXXX
I'm writing to you in regards to your customer service and lack of professionalism. I have had nothing but stress and aggrevation with your company. I'm trying to have service set up for my family and the amount of time I have wasted is uncalled for and not acceptable. All my problems started on 09/17/07 and as of yet, we have not had the service we requested.
Never in my life have I experieced the worst customer service. I have heard nothing but negativity regarding comcast services and have experienced this first hand. The lack of knowledge your employees have is a disgrace. Call waiting time is ridiculous. I was told calls are dropped because it takes to long to input information into your systems. No return phone calls even when I was told by your supervisors this would be done.
I ask for an explanation of why your company is being handled this way. I want to know what is going to be done to fix this problem. I want all calls pulled and representatives/supervisors who worked on my family's account to be made aware of the problem's they have caused starting from day one. The problem's I have experienced should not be happening to anyone. I need to have answers. No company such as yours should be in business. If it weren't for my job and area I live I would not have comcast to service me. Your company is a disgrace. I have researched and found so many complaints toward comcast and from what I can tell, everything is being ignored. You people are being paid for what? Get your job done right or find someone else who can manage this company better. Your employees need training on what should and should not be said. Others need to be trained fully in order to speak to a client. Hold time is absurd and dropped calls are a problem. Your clients have to explain one situation at least six to seven times to different analysts without resolution. Even speaking to a supervisor has empty promises. I have nothing but one let down after another. Again, this is unacceptable. I expect answers and am looking into further to make sure my complaint is heard. I have all the dates and full detailed explaination of every incident I have dealt with comcast. I am so outraged and tired of having to explain the problem's I have dealt with. If you people know how to do your job you will have all calls pulled and names of reprsentatives/supervisors dealing with my family's account. If I need to do your job for you, of course, I can go ahead and waste more of my time to tell you how horrible your company is. My job itself deals with customer service and I could never imagine letting one of my clients go through what I have gone through. My clients are treated fairly. Any issues or problems are handled approprietly and in a timely manner to make sure they receive the best customer service and satisfaction they deserve. Your company for being as well known as you are still has a lot of work ahead of you when it comes to customer relations.
XXXX XXXX ( Daughter of XXXX XXXX)
First phone call on hold for 20 minutes before anyone answered. First analyst put me on hold 3x and didn't really know what she was doing. I had been on the phone with her for 20 minutes. After 3rd hold my call was dropped and redirected to another area. I had to explain my whole situation from the beginning. I found out as well that the I needed my father's social security number before I could do anything. I was already irate at the fact the first analyst never told me this and it was almost 10:00pm. I questioned the analyst regarding holding time and my call being dropped. He indicated to me that because there is so much information to put into your systems sometimes calls get dropped due to length of time. Your employee's need to be trained on what to and not to say. A supervisor was put on and I advised her of what had already happened to me. This is almost 1hr into this phone call with nothing resolved. She stated that what happened to me never happened before. Again, previous analyst had the slip of the tongue and told me otherwise regarding dropped calls. She lied. I've experienced this in the past with amount of time wasted to get a request done and have heard nothing but negativity when it comes to Customer Service. She indicated I could continue to complain but it wouldn't get me anywhere or resolve anything. I asked her if I was wasting her time? This was the wrong thing to say to me. She stated that she would have someone call me the next day at my convenience and to make sure I had what I needed to completed my request. I told her I needed to be contacted after 8pm on 09/20/07. I was not going to take anytime from my work schedule to deal with this matter. I had asked her also if she could find out who the first rep I spoke to was. I was told that nothing could be found on the system. Overall, 1 hour on phone with nothing done.
This is an escalated situation and I was advised on 09/19/07 someone would contact me to resolve my problem. No phone call.
I called comcast from work early in the morning. I explained how upset I was not getting a phone call. I didn't want to waste anymore time and needed to have someone contact me this same night. I was told a supervisor would call and handle. I also found that the first supervisor I spoke to on the 19th indicated she could not find the person's name I had dealt with in my first 20 minute conversion. I found this really hard to believe that you systems would not have this information. Come to find out, the analysts name was Daniell. Your employees try to cover up as well for each other in your company.
Later that night, I did receive a call and spoke to Kim and was helpful and understanding. I advised her that I wanted my request to be handled as quickly as possible to avoid wasting anymore of my time. At first she indicated that she needed authorization from my family to take a service request from me. Again, I was very upset that no one advised me of this as well. Kim in turn was able to override this and had me complete a third party verification. Before this, I had already explained what I needed for my family and to have an appointment set up. An appointment was made for Thursday, Sept 27 between 12-4pm.
Waited for Comcast to arrive from 12-4pm. At 3:45pm I called to find out about the delay and wanted to know when service was going to be done. I was told the order was canceled. My family and I were very upset at this point. We were never advised of this and wasted our time once again. I told the analyst I wanted someone at the house on Friday. The analyst I spoke to on this day told me we would have a call within one hour to resolve this matter. Once again, no phone call after one hour. I had to call again. This time I spoke to Blair #40188. Blair was very helpful and understanding of the situation. He took down all the details in regards to the unresolved and unacceptable issues that have been occurring. He told me that he couldn't guarantee service on Friday but I would receive a call within 24 hrs. He issued a ticket for me # XXXXXXXXXXX.
As if matters could not get any worse. No phone call received from Comcast again. I had to call and find out what was going on. The representative I spoke to, Linda, knew this was an escalated issue and I was advised Bruce-MGR would call me back within 5 minutes. He did return my call and I stressed how aggravated I had been with Comcast employees and customer service. He indicated that Comcast was coming on Monday, October 1st. I questioned whether someone was going to call and advise of this or just assume we knew like our cancellation of service we were never told amount for our appointment on 09/28/07.
I had indicated to one analyst that I wanted a call from the CEO or VP of Comcast. I was advised that this could not be done. I questioned if there was a way for me to contact them or were they unreachable? He told me they are unreachable and no one could contact them. What type of company is this? I'm trying to get down to the root of matter and find out what the problem is. What I'm finding is not acceptable and so far, no one cares.
This whole thing has been nothing but a horrifying experience. The amount of time wasted and lack of customer service knowledge is absurd and unprofessional. I'm trying my best to explain all my frustrations but still don't feel that I'm getting the point through. Never in my life have I dealt with such incompetence. I have researched so many complaints similar to mine and your company is still no better.
Again, I have had to do your job for you and repeat everything that I have gone through. Putting it into words does not justify what I really had to deal with so I've explained everything the best I could. I'd gladly except a call from your CEO or VP's of Comcast but I know no one would dare attempt this. I'm just the average consumer that you people don't give a damn about as long as your company gets paid and hires people who can't handle their jobs.
Now tell me, again, what does your company plan to do about this? I want answer's. Or, do I need to repeat my self another 10X before anything gets done or resolved? Can someone please handle and do their job right the first time?