Comcast Corporation Complaint - Billing and service bait and switch scams.
MONMOUTH JUNCTION, NEW JERSEY -- OMG where to start? Got the notice that the switch to digital was coming and I needed adapters for all of my T. V.'s. (8) They "give you" 3, so if I want all the TV's to get the same channels they have now. (extended basic) I have to pay $18 month more for the 5 "extra" T. V.'s. So I thought might be a good time to call and see what kind of deals they had going. The Comcast salesman tells me if I go to the Triple Play, I can get the Premium channel cable package, phone, and 30 mbps high speed internet for $149.99 AND he'll throw in the other 5 adapters I need for no monthly charge. I agree and sign up.
Here's where it all falls apart. I get no confirmation whatsoever as to the agreement with the Comcast sales person. The day before the install I call Comcast and ask for a copy of a bill, or sales order to confirm that what they are installing and charging me is what I agreed to before they install it all. I'm told they can't do that! But he read over the phone what appeared to be what I agreed to. Ok, no problem right? Wrong...
Next day the installer comes with just 3 boxes. (the "3 free ones".) I ask where the other 5 are and he says that's all there are on the order. I tell him the deal, and I call customer service while he is at my house. They say they DO SEE the FOUR (not 5) other boxes for free there. I argued that it was to be 5, but it wasn't worth it after a while so I told them to just ship me the four and I'll install them.. They do.
Back to the installation of the 3 boxes... after installing and turning on the DVR box it started making a loud grinding noise. I went into the other room where the installer was and told him. He came back into the room, picked up the DVR unit and shook it over his head! It stopped. I told him I wasn't happy with that "fix". He said that happens sometimes and it would be ok. It started doing it again while he was still here. He told me he only had one other unit in the truck and that one didn't work..so he shook it again. It stopped making the noise again. 3rd time it started making noise, he went to look and I had to take a call. When I came in a few minutes later he was filling out paperwork for me to sign since he was done. I told him I wasn't happy with the unit and shaking it to stop the noise. He said "in a tone" that he swapped it out already while I was on the phone. (but didn't he say he only had one other and it didn't work?) Needless to say this one didn't work for long after he left and I had to make an appointment for a new one. This new one works fine now.
The installer also didn't install the special modem needed to get the higher interenet speed that was included in my package. I found this out a week later when I did an internet speed test and called Comcast to tell them I wasn't getting the speed I was promised. They told me I need this other 2nd modem that was supposed to be installed when I was hooked up. I guess they count on people not knowing and never checking the speed.
So another appointment is made to install the new faster modem. The installer arrives and spends 4 hours at my house, new modem is working but at the same 16 mps speed as the other one. The installer calls Comcast to tell them the situations and is on the phone with the office and I hear the guy at Comcast say to the installer, "what does the customer want? Another 5 Mps? Is he ok with the 16? That's all I can get him. Tell him to try it for a few days and see if the speed picks up!" So they couldn't get me the 22-30 they are charging me for. I'm sure 98% of people aren't getting it and have no idea. They didn't even bother to put in the right modem. But the bill is right...So I gave up on the higher speed, since that was a "throw in" I'm sure I'll never get anything taken off the bill. Besides, I have no proof of any kind that I was even supposed to get this speed now do I?
Ok, it gets better. a month later I get a letter stating that I haven't signed "the agreement" for 2 years at $149.99. (first ever mention of any contract at all. It will cost me $250 to cancel once I sign, and if I don't sign in FIVE days I will start getting charged Comcast's "regular daily rate".
I NEVER heard of or received any "agreement letter" prior to this. I've been asking for a copy of what I'm getting and getting charged for for 2 months to no avail! So I call and ask if I can get a copy of my "contract" so I can make sure it's right and I can send this agreement letter in. I'm informed that they can't do that(of course), but she reads to me that I'm paying $167.99 per month. Wanna know why not the $149.99? Because I have 4 additional adapters that they are charging me for now!!! There is no record anywhere that anyone I spoke to (at least 5 reps and the sales rep.) ever noted on my account that these adapters are included. (even though I spoke to 5 on 5 different occasions who read to me off their screen that they saw they were to be included.)I even have the signed work order from the first installer stating that he heard the customer service representative on the phone saying that the additional adapters they are sending me are to be NO CHARGE.
Before you do anything with Comcast tell the representative that you are going to need to see a copy of your entire order e-mailed to you before you hang up the phone! They are scam artists. Everything I said here is 100% accurate.
Someone from Comcast is trying to contact the sales dept. in Arizona to see if they can confirm what I ordered. How is this guy, even if he didn't rip me off, going to remember my deal 2 months ago?, Why do customers have to rely on a sales guys memory from 2 months ago. Why don't we get a copy e-mailed of what we agreed to? In my opinion because if they don't give you anything in writing you can't say later that you're not getting what you ordered. Simple as that. I just got off the phone with a local rep (same 800 # I called.) who told me basically that anything I was told or promised before doesn't matter because they are the local Comcast, all these other agents were from all over the place. Only they can set pricing etc.!!!! Comcast says they have no record of my calls to all of their different reps over the last two months, no record of the original sales order, just what equipment I have and what they charge standard. What a rip off!!!!!
Update Sept 3, 2009
I called Comcast Tuesday to find out about the tracking down of the Arizona saleman. I asked to be connected to the Monmouth Junction N.J. Comcast as I was instructed to do by the gal who was trying to resolve this for me, of course the answer was "sorry sir, we have no way to transfer calls, can I help you with somethin'"..
After explaining the whole scernaio I was transferred to the "resolution department" (I think that's what she called it) They could help me. After a long hold I was connected to a woman who had no idea why I was calling, so that whole detailed story needed to be told again. After I told her how I wasn't supposed to be charged for the adapters she simply stated, " you get 3 adapters for free, each additional adapter is....". I swear to God! I cut her off and got upset and she told me....are you ready?...."Sir, when I have a salesperson come to my home or offer to sell me something, I get that person's card so if there is a problem I can call them." (note: no one from Comcast will give you any direct number other than 1-800- Comcast.) So now it's my fault! How arrogant. So I asked for a supervisor, put on hold and no one ever picked up. I contacted Comcast corportate in Philly, office of the president 215-286-8960. A lovely young lady answered and seemed very helpful. Someone would contact me that day. The NEXT day, around 5pm I was left a voice message. I wasn't home. They didn't try my cell like I asked. I called them back 5 minutes after they left the message. No return call now going on the 3rd day. Will keep you posted. This site is great for venting. It does make me feel better although I doubt I will ever get any satisfaction from Comcast.
I've been updating this review in the comments section under "golftipper". I'll keep you posted if it gets resolved. Please keep in mind when ordering these great Triple Play deals that 1. The $149.95 price doesn't include $5 modem rental, taxes, fees and such. I just also received a bill that charged me twice for the phone activation fee of $29.95. That's $60 extra on the bill this month and I already paid this fee last month. They did remove it but why do I have to keep calling them on this $@!#% ? My account also says that I removed all these premium packages on the 9th, I didn't add or remove anything!..never touched it and wouldn't know how. So who knows what my new bill will read... FIOS is still not in my area...just called again.