Comcast Corporation Complaint - What Service? - Phone, Cable, Internet
CHATTANOOGA, TENNESSEE -- April 15, 2009
To Whom It May Concern:
I am very saddened by having to send a letter with so many complaints in it, however, I am so displeased with the Comcast company that I am considering cancelling my service that I have only had for 2 weeks.
Let’s go to the beginning of the ordeal. My husband and I recently bought a house. As part of that we decided that we would like to have internet, phone, and cable service. After searching the market and doing price comparisons we decided to sign up for the Comcast Triple Play.
Once we decided to sign-up we went to Comcast.com to fill out the questionnaire and talk chat with the online representative. 3 hours later after not being able activate the account my husband was told to call the 800 number the next morning. While on break at work he called and had to help the lady on the phone do her job. See the night before we had already established a home phone number, but she was insisting that we did not. Finally, after much convincing she looked at the account and found the information that he was talking about. So it took her an hour to set up our account. A bit of a long time if you ask me.
Then we go to the day of installation. We signed up for 2-5 P.M. because we had carpet being installed in the morning. AT 10 A.M. I received a phone call from the call center stating that the installer was on his way. I explained that the carpet installation would not be completed until noon and that he could come then. She said she would call me back at noon. However, at 430 I had to call the call center back because we had not heard anything. At that time I was told that we could expect the installer within 30 minutes.
Then we get to the installer. When he arrived and my husband began telling him what we needed done, he became very agitated. We did not follow him around the house while doing the install to watch him, however, it appeared after the fact that we should have. We asked him to make as many phones lines active as possible. However, he only made one phone line active to where we could plug in a phone. This caused a problem with our home security install because he had to run another phone line that would not have been necessary had our request for the Comcast installer been granted. We were expecting 3 HD DVR boxes and began telling the installer which rooms we were placing them in which was fine, but he had only brought one standard box. This takes us back to the phone call for set-up where the Comcast representative had told my husband that we could only receive HD boxes because that was all that Comcast offered now.
So we were taken aback when we received 1 standard box rather than the 3 HD DVR that we had paid for. In one of the 3 rooms we were planning to place a box the installer had to run a new cable line. He did so as we expected by drilling a whole in the floor and running through our garage that is under that room. It was a little disturbing that he asked me to help him find the whole that he drilled because he wasn’t sure where it was located in the ceiling of the garage. After showing him the hole I left to continue moving. After the install my husband and I were dismayed when we went into the garage to find about 30 feet of cable dangling from the ceiling. So I guess now it is our responsibility to clean up that mess, although it would be nice if Comcast would take responsibility for the mess and come back to correct it. In addition, when he installed our internet he removed the face plate from the wall in the room that was established as my husband’s office and did not replace it. I know it seems simple, but this disgusted us as we are in the process of removing all the old face plates and putting in new ones to make our home look nice. So where our cable line is we can now tell everyone that enters our new home that Comcast left it looking like a mess.
Since the install we have set up our email accounts. We were under the impression that when the internet was installed we would be able to choose our own email account names. However, our installer took the liberty of choosing something random for us. Much to my surprise when I logged in to my account the first time the username was the ridiculous name he assigned to me. It was listed as the “From” name when I sent out my first email to everybody I know. After an hour on the phone with tech support we were able to finally resolve that, however, I am still dismayed that when I log into my Comcast.net account it says “Hi, bm6295”. I find it very impersonal and offensive that you can’t make your system welcome me by my name and I am unable to change that myself. I was very disappointed when I was told that Comcast.net is going to call me bm6295 as long as I have an account there because in 6 months your company has been able to resolve this issue.
I have also tried to use the voice data account that is part of our phone line. However, it appears as though our installer did not set it up for us. In addition, I was informed very a service survey this morning that he should have explained to us how to use the voice data. That upsets me greatly that I am paying for a service that I don’t have and can’t use.
In addition, the installer neglected to explain how to use the DVR, but I guess that’s because he didn’t bring the correct boxes to our home. Of course, the only thing he said to us was to call 800comcast to request the correct boxes. When I called them I was told it would be 5 days before we could receive our boxes because we weren’t on a route until then. This only made me feel as if my money didn’t matter to your company. When the boxes were finally delivered, the man walked into our home, sat them down, asked me to sign a receipt, picked up the standard box, and walked out the door. So again, no one explained to us how to use the features on our TV.
At this point I don’t know what the answer is to resolve all of these issues. I do know that I expect some sort of compensation for the lack of services that I have received. I also expect Comcast to come back to my house, with a smile, free of charge, to correct the installation errors that occurred. I also expect this at my convenience since I have already missed 2 days of work for Comcast installation. I am also open for suggestions from your company on how you feel that I should be compensated for the disappointment and hassle your company has caused me. After you have contacted me to let me know your opinion about this and how you plan to compensate me for the inconveniences that I described above. I will make my final decision regarding whether or not to cancel my services with your company at the time that you contact me regarding these disappointments with your company.
Since submitting this letter to the corporate headquarters one week ago, I have received no feedback. This morning I called because my OnDemand is not working on the cable, and am waiting for a local supervisor to call me back.