Comcast Corporation Complaint - July's Nightmare - Tripleplay service
Let me start off by saying that I have been a Comcast customer for over 15 years. I have always received outstanding service!! That was until July 2010. My problems started on July 4 with my cable service, the remote did not work. Since it was a holiday I waited until July 5 to call customer service. I spent about an hour on the phone and they reset my cable box and everything worked. Great I thought!!! Until a couple of days later my internet went out. I called CSR and spent over an hour unplugging and resetting everything before the issue was resolved. Wonderful!! A few day later I started having problems with my cable again. Once again I called CSR and spent over an hour on the phone with them. During this conversation I mentioned that I have been a long standing customer and that this was my third call for problems with my services within this month and that I felt I had a problem with the signal coming into my home. Once again we reset and unplugged everything. I had services for few days then my internet went out. You got it same drill. Then cable a couple of days later. Finally toward the end of the month my internet went out and I called late in the evening and after speaking to the CSR I requested a tech come to my home. The tech came he was on time and nice, however he tried to blame all of my problems on the cooper wire that sticks out of the cable wire. He said it was too long. I informed him that my cable has worked fine like that since it was installed over two years ago in this home. He then changed my modem and remote. He also stated to me that nothing is new at Comcast everything is old and just updated. (should you really say this to a customer?) He also claimed that my router was the problem. He even had problems getting my new modem to initialize. He left and my service worked for about three days. When I called CSR they said that they were going to escalate my issue to supervisor of the service tech and that I should be hearing from them the following morning. Needless to say, I did not. So I called that afternoon. While speaking with the CSR I requested that I get a supervisor to call me back. Guess what she told me there was not a supervisor that I could speak with. Well I lost it. I advised her that a company as large as Comcast had to have leads, supervisors, managers, coo, cfo, president, or someone who could help a customer with a complaint. Guess what, she then put her supervisor on the phone who advised me that Comcast could not help me with my issue and that my problem did not call for it to be escalated to a supervisor. (does that make any sense after a month of problems with my service and a tech coming to my home??) the next day another service tech and we went over everything. He said he had spoken with the tech that had come before and agreed that my router was causing the problem. He also stated that the csr's are reading scripts and do not know anything about the products. (should you say this to a disgruntled customer??) He changed out my cable box and said everything was fine. He told me I should call Comcast and have my bill adjusted. So within 30 minutes of him leaving I tried to call Comcast. Guess what, now my phone service was out. I called them from my cell phone and got a CSR that I had spoken to before who told me I was rude!! Now I was really angry!! My problem was forwarded to a lead tech who did come out later that day. This tech was really nice and could not believe what I had gone through for the past month. He started checking my services and lines and found that the cable coming into my home was bad. He changed that cable and now my services are working. So to make a long story short if Comcast had listened to the customer and sent someone to check the line coming into my home they would not have had this problem. Needless to say, I had request a district or regional manager call me and I never received that call. I have also tried to email the company. I will see if they contact me back. Even though my service is working now I am checking out services and considering switching to another company after all of these years.