Comcast Corporation Complaint - Appointments: No show, no call, no care!
DALY CITY, CALIFORNIA -- Customer loses out when Comcast can get their act together. Lack of communication between all their departments. Repair guy late, doesn't call, doesn't show up; phone reps useless and indifferent to your time and concerns.
Monday: Cheap Pace DVR goes haywire and breaks. Call Comcast for repair. They tell me to unhook, replug, reboot, wait, try again - after I told them I did the same thing before calling them. Refused to help me unless I did it again. So I did. Told me to call them back after 10 minutes because they can't wait with me on the phone. Still not working. Had to call again.
Different rep on the phone. Real nice guy. So he advises the DVR needs to replaced/swapped out. Advises me I can go to my local Comcast service center. I tell him I work all day and their hours don't fit mine. I ask if I can go to the one in San Francisco so I can go during my lunch break. "No. Even though that center is only less than 15 miles from your house it doesn't cover your area." So I said, OK, I will miss work and go to my local center. HOWEVER, these centers rarely carry the cheapo Pace models, and more than likely won't replace it with the HD Motorolas. So I set an appt for a tech to come when I'm not working. Earliest appt is on Saturday, 5 days later, between 1-3pm. "Would you like a courtesy call 30 minutes prior so you'll know when the tech will be there?" Yes, I say.
Saturday (of a 3 day weekend): Waiting for Comcast tech to simply swap machines. 1pm comes, 2pm, 2:15, 2:30, 2:45. No tech and no phone call. I call Comcast. They put me on hold to dispatch the tech. "Oh, he's stuck in another job. He's running late but will be there shortly, but probably after 3pm." How late I ask. "Dunno." I tell the rep I want the tech to call me by 3pm to give me his update so i won't have to wait around all day. or maybe i can leave & do errands and come back when he's ready. Common courtesy, right? The rep dispatches the tech again and informs him to call me by 3pm.
3:15: No call from tech.
3:30: No call from tech.
3:45: Still no call from tech
3:50: I call Comcast again. Rep dispatches tech again to get ETA. The rep drops off the call because it's more than 5 minutes on hold by now. I wait for dispatch to get on phone. She tells me that the tech isn't coming after all. But she spoke to his supervisor and is dispatching another tech to come out. I ask when.
"Dunno. Maybe a half hour, maybe an hour, but probably closer to the hour."
I'm furious, needless to say. I scream and tell her I've waited a whole week for this guy to simply swap out a machine. The least he could've done was to call and say he wasn't coming. And now this new guy doesn't even know when he'll be here. I don't have all day, I said.
Of course Erica the dispatch lady doesn't care. She then LECTURES me on why I just didn't take it to the service center. I explain that I would've if they could guarantee me that I'd walk out with another one. She then tells me the center is required to give me whatever they have, regardless of SD or HD. UH, WHY DIDN'T THE OTHER GUY TELL ME THAT IN THE FIRST PLACE?????
After arguing with her for 5 mins, I told her I will inconvenience myself & drive there. "I want you to call them tell them the same thing you just told me", I told her. "No." I asked why not. "Because I have other customers waiting!" WOW, I've been waiting over 3 hours for your stupid tech and you won't make a simple 2 minute phone call??? THEN she tells me, oh, that service center is closed today. Great.
So I complain even more and louder. I cancel the appt and demand that it's rescheduled for the next day, on MY time, between 1-2pm. Coincidentally the computer system was down and couldn't reschedule me. So she "promises" to call me back as soon as they went back up to confirm my appt.
Saturday night: no call from Erica.
Sunday morning: no call from Erica.
Sunday afternoon: no call from Erica.
I call Comcast with furor in my voice. Waited for 37 minutes on hold.The rep finally gets me an appt. "Luckily we're able to 'squeeze' you in today, btwn 12-4pm." Naturally I yelled and said you shouldn't have to "squeeze" me in after all the BS Comcast has put me thru. Only common courtesy for you guys to rush your ass to me asap.
I demanded to get a courtesy call from the tech 60 mins prior to arrival. I'm not going to waste another full day waiting around when i could be elsewhere. The rep Andrew guarantees me that dispatch has instructed the tech to call me an hour prior. OK. Let's see if that's the end of it.
Sunday 2:20pm: Comcast tech arrives, WITHOUT CALLING FIRST. I'm livid. what if i went out? what if was in the shower? Tech says he NEVER received instructions to call me, that he would've left if I wasn't home. Then he gives me a USED DVR, only for it to break again and go thru this horror again.
So to all Comcast subscribers: make sure you get confirmations, names, call centers, etc., as ammo when Comcast pulls one over you. Better yet, fight to have other independent companies compete against this behemoth bully. Support RCN, DirecTV, etc. I've already filed a complaint to FCC & BBB. You should do the same if it happens to you.