Comcast Corporation Complaint - The worst service in the world
CHICAGO, ILLINOIS -- December 15, 2008
Called Comcast in Chicago to order new Internet and Cable Service. Talked with Venus. I practically had to beg Venus to tell me what products and promotions Comcast offered so I knew what to order. Luckily I had looked at the Internet first and was able to guide her along to what specials sounded good to me. Then she eventually ordered my cable service and set the appointment up for Wednesday, December 17 between 10-1. She told me that for the Internet I would need to call back the day after the cable was installed and ask them to send me a self install kit. I thought it sounded strange but she insisted that was how it worked. She told me I would get a confirmation call and then the technician would call me also.
I hung up the phone and sat there for about 5 minutes and thought it was strange they did not want to place my Internet order. So I called back and LeQuesha looked up my order. She said there was no Internet on the order at all. I told her what Venus had told me and she told me that it was probably one of their new people that did not know what they were doing. So she added Internet to my order. She also waived part of the installation for me and was very helpful. I felt relieved, not trusting in the process, but relieved that maybe someone would actually come and install Internet and cable for me.
Wednesday, December 17, 2008
I received no call to confirm the appointment so I called just to check on it. The guy on the phone said they must have turned the dialer off but the technician was still coming.
Technician shows up. Keep in mind it is has snowed and is winter. 2 technicians come to my door. I asked them to take their shoes off and they refused. They asked if I had footies they could wear. I looked at them like they were crazy. Then one of them wanted to use my bathroom. I let him because if they left I knew I would never get my cable and Internet installed. They walked all over my apartment with their shoes on and the one was training the other. So they took their time. However, obviously not enough time to check the Internet before they left.
Once I got off a phone call, I went to the computer and noticed it was pretty slow but worked. The technicians were long gone. My download speeds on my computer were between 2 and 8 kb/s. The speeds are supposed to be 6MB/s. I thought maybe it was my computer, which is a new computer and works just fine on any other high speed Internet so I did all the normal stuff. Checked for spyware, ran Norton, made sure firewall settings were ok, cleared the cache, etc.
Received an automated call confirming my brand new installation appointment for Thursday, December 18 between 1-4? What? I just had the stuff installed 5 hours ago???
Nothing worked. So I called in. The girl I spoke with could not find my order or account. Then she finally said she did. She then went through all the basic troubleshooting questions. I played along and answered all her questions. She then said everything is working fine. I said so my download speeds should be 5 kb/s? She said oh wait, I see a red signal something is wrong, oh wait it is gone, oh wait it is back, something with the packet data is not transferring. She said it sounds like your modem. She said she filed a ticket and someone would call me in 24 hours to schedule a repair appointment. I asked her to schedule it now. She said she couldn’t but someone would definitely call me. She gave me some ridiculously long ticket number that I wish I would have written down.
Thursday, December 18, 2008.
Called Comcast and explained that someone filed a ticket and I was to wait 24 hours for a callback but wanted to see if that was right. The guy on the phone said that was not anything he ever heard of and said there are no tickets filed at all. He then wanted to do troubleshooting, but I politely declined and told him we went through that last night and I need someone to come out. He then gave me several choices of times to pick from. I decided to stay home from work again and scheduled an appointment from 8-10 on Friday December 19. He read me a new ridiculously long ticket number that again I wish I would have written down.
Friday, December 19, 2008
Did not receive a confirmation call like I was supposed to for the repair appointment scheduled between 8-10. Called Comcast. The lady that answered the phone could not find my account, my order, my service, any tickets, said she checked the schedule and no one was coming out. She then had me read her the number off the modem and finally found my account. She said there was no ticket filed and that no one was coming out. I about cried from defeat. She then tried to force me through the basic troubleshooting again. I informed her I was not going to do that again. I asked her to send a technician here. I said they are supposed to be here now, call someone and have them come. She said she could not do that and that she was having them come Saturday, December 20 between 8-10. I said I want them to come now. Once I realized, she did not care, nor did anyone at the company and that they were powerless to help, I said ok well then let’s schedule it again. She said I already did. I said I do not want to wake up at 8 in the morning tomorrow and try this again. I told her I would like to know my other choices for appointments. She told me she already scheduled this and I would just have to miss it and reschedule. I informed her I would like to reschedule now. She finally agreed to help. I chose Saturday, December 20 between 1-4. I begged her to double check that it was really going to happen. I also took down this ticket number (1000317083652053). She assured me that it was in there. I asked her to then please waive the rest of my installation for me. She said billing has to do that. I asked if she would call billing and explain to them what is happening and get it taken care of for me. She said no. She said that is not how things work. I gave up and agreed to wait for my next appointment.
I receive an automated call from Comcast. They informed me they are cancelling all service appointments in my area because they resolved the issue. Resolved the issue? You mean they went into my apartment and replaced the modem while I was not there? They said if I still had the issue, which of course I did, to press 1. I did so. The call connected. A representative was talking to his friends in the background saying that he hates talking to these mother f-ing (however, he used the full swear word) people. He then did not answer me once he realized I heard that and I had to hang up.
I let my shock subside over the strange hold Comcast has taken to my life. I realized I have spent 5 days telling anyone I could how bad their service was. Anyone who would listen I told. Somehow I had allowed Comcast to rob me of my serenity and invade my home.
I called Comcast, because that is all I have to do in my life, the girl found my account and confirmed that sure enough they cancelled my appointment. Not only did they cancel my appointment but now I had to reschedule for Sunday 12/21/2008 between 1-4. This representative was nice enough to waive the rest of my installation. I explained the whole thing to her and realized there was nothing she could do. She had no way to get a tech out at the original time. I asked her what is to prevent them from cancelling my appointment again? She said they might but she put notes on to say not to. She said I should call tomorrow and Sunday and keep confirming it.
So now, I am going to call tomorrow and Sunday to keep praying that Comcast will please come to my house and make my Internet work.
I REALLY DON’T KNOW WHAT TO DO! PLEASE SOMEONE HELP ME!
Posted my complaint on my3cents.com, sent it to we_can_help@cable. comcast.com and to the CEO of Comcast. Frank Eliason responded promptly and wanted to help. Later on he realized no troubleshooting would work. He said he was forwarding my complaint on to the leadership in this area. As far as troubleshooting he said, “Actually it will be pointless troubleshooting. I am showing packetloss between 2-10%. That is a sign of the trouble. When I forwarded your email I included the information.”
Saturday, December 20, 2008
Cynthia Ashbury responded and apologized for everything that has gone wrong on behalf of the CEO. She said:
Thanks for your email to Brian Roberts regarding your unpleasant experience with your failed internet installation and customer service. We sincerely apologize and will gladly assist to resolve.
Could you please forward your address, city, state, zip code and a telephone # best to reach you?
We appreciate you taking time to bring to our attention; we strive daily to improve our customer's experience. What you have experienced is not the Comcast way. We will definitely investigate your concerns to the fullest as we do not tolerate this behavior.
We look forward to your response and the opportunity to address appropriately.
National Customer Operations
So, I remain slightly hopeful (I am sure I should not be), that maybe they will come repair my Internet tomorrow. I am not calling anymore. I can’t do it. I will see if these two employees can handle the situation and update my post.
Sunday, December 21, 2008
2 gentlemen showed up at my house. One was a supervisor. One brought footies so this time no snow was dragged in my apartment. They tested everything from the connection in my apartment down to the central box in my building. They assured me they would have everything fixed today. Eventually the supervisor left and the other gentleman said that everything was good in here. I went over to the computer and showed him it still downloaded at 5kb/s and could not even stream a video. He said don’t worry, it is a problem with a “node” whatever that is, and said that he would call me in an hour to let me know it was fixed. He called me a few hours later and said it still was not fixed and that he would call me back in another hour to let me know it was all set.
Monday, December 22, 2008
Still no call and the service is still broken…
Never heard from the executive above that assured me things would be taken care of. So here I am visiting family now, out of state, and still thinking of Comcast. I did receive another email from them though. Here is what it said:
Dear Valued Customer,
Thank you for contacting our executive offices regarding your Comcast services. We appreciate the opportunity to resolve your issues and concerns.
Because of the nature of this department we want to ensure you that we handle all concerns for all of our customers that contact us with the utmost of time and care. And while this may sometimes mean a minimal delay in responding, please be assured we will respond to all request in an exemplary manner.
An Executive Support Specialist will be contacting you shortly to further discuss your concerns. Please feel free to contact us at, 1- 800-630-2140 between the hours of 8:30am to 5:30pm Mondays through Fridays.
Thank you for your patience.
Executive Customer Relations Department
Comcast Cable Inc.
This was received at 11:24PM on Sunday night. So I guess I have to call them? Again I ask, please someone help!