Comcast Corporation Complaint - You gotta Fight for Your Rights
Resolution Update on 01/17/2008:
Today I received a call from Comcast headquarters. They have agreed to give me a $0 balance and apologized for the inconvenience. I don't know if it was the BBB complaint or the threat to take them to court that persuaded them. Just glad it's over and I could not be happier with my satellite service.
SUGAR LAND, TEXAS -- I had been a loyal cable subscriber for well over 20 years. Before Comcast came along, my cable company was Time Warner. Although I heard of many complaints against Time Warner, I never personally experienced any problems with them. I thought their customer service was reasonable. When I had a problem they promptly corrected it. In the spring of 2007 Comcast took over. Perhaps it was just a coincidence but I began having some problems with my digital cable reception. At first it was just an occasional hindrance but throughout the summer it got noticeably worst, so bad that several channels were completely unwatchable. I contacted Comcast service in September and a technician came out as scheduled. He was nice and changed out some older wiring coming into the house. Unfortunately it didn’t help. Another tech was called out and he said the wiring in the house itself needed to be upgraded to cure the problem. Apparently Comcast uses outside contractors for this type of work, not their own technicians. So a time and date was scheduled for this rewire. This is where the fun begins:
I took a day off work. I was told they would be at my house between 8am and noon. No one showed, no one called. I finally called Comcast and after getting the run-around for several minutes, I was told the service man sent out for the rewire was a “commercial” installer and realized when he drove up to my house at around 8am, that it was a “residential” rewire and drove on. Of course no one at Comcast called to inform me of this oversight. If I had not called them, I would probably still be waiting for their arrival. At any rate, it was rescheduled for the following week.
I took ANOTHER day off work, (a half day this time) and the contractors actually showed up at my door as scheduled. Only instead of a rewire like their work order said, they messed around with my current wiring and told me a rewire was not needed, only an amplifier that they could get me for around $50. They told me they would have another guy come out and install the amplifier the next day. I was a little skeptical of these guys. (They totally screwed up the wiring around the TV and cable box). After they left I called Comcast service and told them what they had told me and they informed me one of their technicians could install an amp if it was needed and at half the price. They agreed the contractors were only trying to take advantage of me but all they could do was schedule another technician to come out. So for the third time a Comcast technician came out. I explained what I had been through, he did some checking and said that an amplifier would NOT help my problem, in fact would only make it worse, so once again he scheduled a rewire for my house.
And once again I took a day off work to wait for the contractor to show up and rewire my house. Once again I was told they would be at my house between 8 am and noon. Once again no one showed and no one called. Once again after patiently waiting 4 hours for someone to show up at my house, I called Comcast to question what happened. Once again I got the run-around and passed on to different people before finally I was given the same excuse as the first day. A “commercial installer” was wrongly scheduled to come to my house and once again the rewire would have to be rescheduled.
That was the breaking point for me. I tried to complain on the phone to a supervisor but was told they were tied up and unable to talk to me. I was told someone would call me back but of course no one did. I wrote emails but was told all they could do was schedule another technician to come out. So the next day I shopped around for other options. Since Comcast has a monopoly on cable in our area, my only alternative was two different satellite companies. I chose the one that sounded best and scheduled a day for installation. It meant taking one more day off work but it was worth it. I then took my cable box to the local Comcast office, turned it in and informed them I would be cancelling my service effective immediately. The satellite installers showed up on schedule, totally rewired my whole house and now I have a better picture then I ever had before.
This would be the end to my story if I had not received a bill from Comcast a month later for amount of $69.29 which they said was the unpaid balance I owed them. Since Comcast had caused me to miss time from my job, instead of a check I enclosed a letter addressing what I had been through, told them they had cost me over $300 in lost wages and suggested if they reimbursed me for my lost wages THEN I would pay my bill. I figured they would just drop the whole thing and we would both just cut our losses and move on. NOT SO. The other day I got a second bill, not direct from Comcast, but from a collection agency. Now they want $81.76. (additional late fees? collection fees? who knows?)
Now I’m contemplating taking Comcast to small claims court and suing them for my lost wages just to get back at them. It will mean taking more time off work and although I know just paying the bill would be the easiest and smartest thing to do, this has now become PERSONAL. I’m tired of a conglomerate like Comcast thinking they can push their customers around and hold us hostage for their incompetence. I feel it’s time to take a stand.
I apologize for the lengthy complaint but could not state all the facts in a more condensed version. What’s sad is all of this could have probably been prevented if Comcast did not use unreliable outside contractors.