Comcast Corporation Complaint - Comcast Can’t Fix Anything Right The First Time, Often Not The Second
CINNAMINSON, NEW JERSEY -- Comcast can’t fix anything right the first time, often not the second.
In order for the reader of this review to fully understand Comcast’s inefficiency in fixing customers’ telephone and internet glitches, I need to give a detailed description of my experiences.
It took Comcast six days to fix a telephone problem:
On 7/22 Comcast technician came to our house to install the telephone and new modem as part of the triple play package I had signed up for. After the technician left I discovered that our telephone would not ring for calls from our local exchanges. A technician came out on 7/23 and found that the problem is within Comcast’s office. Later that day I could not get on line. That got fixed. For the next few days I called daily about getting our telephone fixed. On the 26th I was told that Comcast had “parked” the order. They said a technician would come out the next day and fix the phone problem. I reminded the agent that the problem is in their office but the agent kept repeating that the technician would come out and fix it. So, on the 27th the technician called to ask what the problem is. Since every time I called I had to repeat the nature of the problem this time I asked the technician what he had on his work order. He said “You are not receiving calls.” I repeated again that it is only calls from our local exchanges. He said that problem is in Comcast’s office and there is no point in his coming to the house. I said I told them that yesterday but they would not listen to me. I begged him to write up his work order clearly. Finally, on the 28th the problem got fixed. Subsequently I requested a credit for the week on our phone bill and it was granted.
Comcast does not initially inform you of all the charges:
I had not been informed that I would have to pay $3.00 a month to rent the modem, and when I had asked about purchasing a modem they said no. (Subsequently I was told I could supply my own modem and return Comcast’s.)
It took Comcast about six days to fix an email problem:
My emails were frequently asking for my password, a condition I had not experienced in three years with my Comcast service. Over the the next few days my email service went out altogether. On 8/3 an agent gave me a new pin number and told me to wait for a letter from Comcast which will give me instructions how to get my email service back. I never got the letter and on 8/6 a technician called to say they are working on the problem. He said they are working on system upgrades (I think it was glitches, not upgrades.) Finally, on 8/7 my email service worked again.
It took Comcast over two weeks to change a part of my telephone service:
On 8/18 I asked to drop the voice mail part of my telephone service. (I like the caller to hear a busy signal rather than a message if I am on the phone so that the caller knows I am home.) The change was to take effect two days later but that did not happen.
When I called on 8/25 the agent told me that my request had just been sitting there unprocessed. I stayed with the agent for quite a while till she told me it would be processed within 72 hours. Then, an hour later I tried to go online but there was a connection failure. I called back and it appears that the previous agent had done something wrong in processing the voice mail change. I waited several days and the voice mail change still was not made.
So I waited till after the Labor Day holiday and called Comcast’s corporate office. I asked for the office of the president. Well, within less than two hours my request was processed by a very nice person.