Comcast Corporation Complaint - Customer Service
MANASSAS, UTAH -- This company has no concern in keeping me as a "valued" customer. Below is a letter I actually hand carried to my local Comcast office. This produced no results. You might read this letter and swear I had to embellish parts of it because it is so over the top regarding Comcasts ability to solve the most basic of cable problems. I can only state that every word of it is factual. Just in case someone at Comcast reads this and takes pity on me, my account number is [snip]
Dear Sir or Madam,
I have no idea why I am writing this e-mail because in the past month I have received absolutely no help from your company with my internet service, phone service and digital TV problems. The breakdowns in your ability to solve my problem with all three of your products have gone far beyond frustrating and have even surpassed laughable. The direct TV commercial where the CEO of a cable company, surrounded by his management team, asks "how is our customer service" and one guy just starts cracking up really does sum up your commitment to keeping me as a customer.
I don't even know where to begin in explaining my experience. I hope you have some time on your hands because this will take awhile to read. Over a month ago I began my quest. We started having problems with our internet service. Some days it would work and other days it would not. Then the phone developed the same intermittent problem, and last but not least, my digital TV service would not. and still does not, receive any of the premium channels and is not getting HD reception. I made several calls about the internet problem. The call center tried several times to fix it over the phone but did not resolve the issue. Finally I was told my modem was bad because Comcast could not see it on the network. I purchased a new one and it seemed to help the problem for a week or so. When it stopped working again, a tech said I had a very weak signal and setup a Sunday appointment to have a field technician come out. The appointment time I was given was from 9 am to 12 noon.
That Sunday at 9:15 I received a call from someone at Comcast stating that he was a manager and that he was able to pickup my modem on his end and asked if I still wanted to have someone come out to the house. I re-explained my problem that I had a weak signal and it was not just the modem but the phone and TV as well. He said " Well I guess we can still come out but its your call". That was the exact moment I realized nothing would be getting fixed at my house that day. Two employees showed up an hour later and , go figure, that one of them sounded just like the same “so called manager” I just spoke with. They never came in the house to verify my problems. One guy went to the pole and looked up and said that the wrong type of cable was used and a crew would need to come out and re-drop the right cable. They were getting ready to leave when one tech stated " I guess we had better check the signal at the box on the house". Pretty much seems like a no brainer to me but who am I to say. The tech confirmed that indeed my signal was weak. It took all my efforts to not to just bust out laughing. Hell I could have told them that on the phone and saved them the trip.
The problem was already discovered, by Comcast, over a week ago. The tech handed me an invoice stating the problem. He also said that he would schedule an appointment to have a new cable put in. When I asked him about a time frame, of the appointment, he could not even give me a two-week window. He did say, however, not to call customer support again because this would just delay the process. I waited 2 weeks and no new cable. I went against the techs advice and recalled customer support. A very nice woman answered the phone and looked into the problem. I was told the appointment was scheduled, but for some reason, canceled. She said she would contact the field manager and he would call me with the new appointment time. Another week, and another call to customer support. Again, a very nice woman tried to assist me. She stated no appointment was scheduled and she would send an e-mail to someone in the field and they would contact me.
I must be a chump to fall for that old trick again. I was, not even, that concerned when she asked me how to spell aerial and reoccurring. I bet you can guess what happened next. If you though "nothing" then winner, winner, chicken dinner. Another week and another phone call. Again, a very nice woman tried to assist me. She put me on hold and called the field techs. She came back on line and told me that an appointment was setup for the following day. I swear, I thought I had just won the lottery, an actual appointment with an actual person and it only took four or five tries. Who says, that a company ranked at the bottom of all US companies in customer service, can't make an actual appointment. Sign me up to a lifetime contract with these guys. The next day, a tech indeed showed up looked right back up that same pole and announced he had just run out of cable and would come back later. Eight hours later he showed up, looked right back up the same ole pole and said his ladder would not reach due to the drainage ditch in front of it. Wow, now that’s really COMCASTIC. I have now been waiting five days for a bucket truck to somehow make it back to that troublesome pole. While I am waiting I'll just go down to my $3000 dollar paper weight ( my HD TV ) and dream about the good old days when it actually worked. I would call an old friend to lend me a shoulder to cry on but alas that’s out again too. Hey, at least my internet service is working today. One out of three isn't that bad.
A faithful Customer for Life,
Vincent M Atkinson
Manassas, VA 20112
P.S. I would have sent this from home but our email service only receives mail. We have not been able to send an e-mail for months. Nice way to cut down on complaints. I bet it was the same guy that was cracking up over the customer service question mentioned above that though up that little trick.