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Comcast Corporation Complaint - It Pays To Be Persistent - Unburied Cable Line - Lack of Service
Unburied Cable Line - Lack of Service - Complaint
***2nd UPDATE***
I saw a crew out side this morning digging in my yard again where the cable is.
Went out to find out what was going on.
Come to find out, Comcast had hired someone to stop by and put down some grass seed where the cable is.
Without me asking them to do this! They even added some to a few areas where the grass was a bit thin.
All and all, very happy with Comcast right now ^_^
***UPDDATE***
Well, Comcast did come today. They buried the cable without even coming up to my door to let me know they were there, lol.
They did a good job and cleaned up after themselfs to boot ^_^
-------------------------------------------------------------------
Three weeks ago, my next door neighbor had Comcast come out and hook him up for cable TV.
The cable box is at the sidewalk, but in my front yard, and the area on his house where the connection is, is in my back yard (the houses where I live are very close to each other and fences for the back yards include one side of a neighbor’s house).
He came over and asked if they could have access to my yard to hook things up and to let me know that Comcast would need to dig a bit in the yards to ‘sink’ the cables underground.
I thanked him for letting me know and said that wouldn’t be a problem, to just please have Comcast clean up after themselves.
They installed the cable BUT left it laying on top of the ground. I went over the next day and asked my neighbor when Comcast would be back to ‘sink’ the line. He said that the technician that installed the cable would have someone call and schedule that.
Two weeks go by and the cable is still on top of the ground. This is a problem for me because I couldn’t have the area mowed until the cable is buried and the neighborhood kids kept tripping over it. So I go over to my neighbor again and he said that he has been having trouble getting it scheduled with Comcast and that he had called them many times but would call them again.
Another week goes by, making it three weeks today. I go over again and my neighbor says that he is still having trouble getting someone to come out.
So, being that I also have Comcast, I give them a call. The wait time was very short, about 2 minutes. When a young CSR answered, I explained everything.
The CSR said that since this was my neighbors cable, that he would have to call and that there was nothing that she could do. I told her that the cable was on my property and that it was not only impeding me being able to mow, it was a hazard to the kids running through the yards. She again said that there wasn’t anything that she could do and that my neighbor would have to call in.
So, I asked her politely to speak to a supervisor. She said that the supervisor would tell me the same thing. I told her that was probably true, but that I wanted to have all my bases covered if there was a lawsuit for someone being injured on my property by a Comcast cable that no one could seem to get buried.
There was complete silence on the line for a few seconds then she asked if I could hold and she would try to find a supervisor. I told her that I would be glad to hold.
This wait was quite a bit longer. About 18 minutes before the CSR came back on and said that she was having trouble reaching a supervisor but that she was trying to contact the scheduling department to see if they would come out anyway even though it wasn’t my cable line.
I told her that I didn’t mind waiting at all. The CSR put me on hold for about another 10 minutes and then came back and said that the scheduling department would have a tech over tomorrow to take a look at the situation. I told her that was fine.
So, it really pays to stay polite and be persistent with the CSRs.
I’ll update tomorrow on what happens.
I saw a crew out side this morning digging in my yard again where the cable is.
Went out to find out what was going on.
Come to find out, Comcast had hired someone to stop by and put down some grass seed where the cable is.
Without me asking them to do this! They even added some to a few areas where the grass was a bit thin.
All and all, very happy with Comcast right now ^_^
***UPDDATE***
Well, Comcast did come today. They buried the cable without even coming up to my door to let me know they were there, lol.
They did a good job and cleaned up after themselfs to boot ^_^
-------------------------------------------------------------------
Three weeks ago, my next door neighbor had Comcast come out and hook him up for cable TV.
The cable box is at the sidewalk, but in my front yard, and the area on his house where the connection is, is in my back yard (the houses where I live are very close to each other and fences for the back yards include one side of a neighbor’s house).
He came over and asked if they could have access to my yard to hook things up and to let me know that Comcast would need to dig a bit in the yards to ‘sink’ the cables underground.
I thanked him for letting me know and said that wouldn’t be a problem, to just please have Comcast clean up after themselves.
They installed the cable BUT left it laying on top of the ground. I went over the next day and asked my neighbor when Comcast would be back to ‘sink’ the line. He said that the technician that installed the cable would have someone call and schedule that.
Two weeks go by and the cable is still on top of the ground. This is a problem for me because I couldn’t have the area mowed until the cable is buried and the neighborhood kids kept tripping over it. So I go over to my neighbor again and he said that he has been having trouble getting it scheduled with Comcast and that he had called them many times but would call them again.
Another week goes by, making it three weeks today. I go over again and my neighbor says that he is still having trouble getting someone to come out.
So, being that I also have Comcast, I give them a call. The wait time was very short, about 2 minutes. When a young CSR answered, I explained everything.
The CSR said that since this was my neighbors cable, that he would have to call and that there was nothing that she could do. I told her that the cable was on my property and that it was not only impeding me being able to mow, it was a hazard to the kids running through the yards. She again said that there wasn’t anything that she could do and that my neighbor would have to call in.
So, I asked her politely to speak to a supervisor. She said that the supervisor would tell me the same thing. I told her that was probably true, but that I wanted to have all my bases covered if there was a lawsuit for someone being injured on my property by a Comcast cable that no one could seem to get buried.
There was complete silence on the line for a few seconds then she asked if I could hold and she would try to find a supervisor. I told her that I would be glad to hold.
This wait was quite a bit longer. About 18 minutes before the CSR came back on and said that she was having trouble reaching a supervisor but that she was trying to contact the scheduling department to see if they would come out anyway even though it wasn’t my cable line.
I told her that I didn’t mind waiting at all. The CSR put me on hold for about another 10 minutes and then came back and said that the scheduling department would have a tech over tomorrow to take a look at the situation. I told her that was fine.
So, it really pays to stay polite and be persistent with the CSRs.
I’ll update tomorrow on what happens.
Comments:
Posted by Anonymous on 2011-04-14:
That's the way to get things done, Mrs. V :) It definitely pays to be polite and keep your cool, even during these frustrating type of experiences.
Posted by SteveWiginowski on 2011-04-14:
Good review. I've noticed in my dealings with Comcast that it's very difficult to get a supervisor as well. They will put you on hold for a while, and then come back without getting the supervisor. I've asked the CSR why I am never able to get a supervisor, they always just brush it off saying that they will assist me. 2 more weeks until I'm done with Comcast! VH review!
Posted by Mrs. V on 2011-04-14:
Thank you both ^_^
Steve, I seem to have been very lucky.
I have had very little trouble with Comcast in the 4 1/2 years that I've had them while most of my neighbors seem to have all sorts of problems :(
Steve, I seem to have been very lucky.
I have had very little trouble with Comcast in the 4 1/2 years that I've had them while most of my neighbors seem to have all sorts of problems :(
Posted by Anonymous on 2011-04-14:
You're welcome, Mrs. V. I haven't had any problems with Comcast in the NW either (for 15 years), although I did have a bit of a problem with them in CT.
Posted by Mrs.Cole on 2011-04-14:
It's surprising how being cool and calm can move things along. I think it throws off the operator they are so use to being yelled at. The lawsuit thing probably will move things right along. That would be danger and could very easily lead to an injury. Let us know how it goes.
Posted by MDSasquatch on 2011-04-14:
2 minutes to walk downstairs and find my wire cutters - 1 minute to walk to the edge of my property and find the wire - 10 seconds to cut it - 1 minute to find the beginning - 10 seconds to cut it as well - 1 minute to toss the cable into the trash.
When the tech comes out to fix it, if it isn't buried, repeat.
When the tech comes out to fix it, if it isn't buried, repeat.
Posted by jktshff1 on 2011-04-14:
Good review, but I tend to sid with MD. Better yet...oops!!!!! I hit that with my mower, edger, weedeater...etc
Posted by Mrs. V on 2011-04-14:
LOL, MD and jkt!
I would do that (might just if Comcast doesn't fix it tomorrow) but I wanted to give them the chance to fix the problem so that my neighbor can keep his cable without any interuptions.
I would do that (might just if Comcast doesn't fix it tomorrow) but I wanted to give them the chance to fix the problem so that my neighbor can keep his cable without any interuptions.
Posted by Ponie on 2011-04-14:
Mrs. V you're just such a nice person, who could say 'No' to you? :) My Sis in MD had a similar situation. This was across her front lawn, a yard that is much deeper than wide. But the cable layed there for a couple of months, killing the grass underneath. When they finally buried the cable, they put in sod. The previous owners of her home seeded the lawn and the new part was quite obvious. She kept after Comcast, politely, and the end result was a completely sodded front yard! You're right--persistence pays off. I don't doubt if she had ranted and raved, she'd now have grass of two different colors in her front yard. Hope you can tell us they handled it properly for you. If not--keep after 'em!
MDS, I don't doubt your solution would give you istant gratification, but the jails are filled with others who use the same approach.
MDS, I don't doubt your solution would give you istant gratification, but the jails are filled with others who use the same approach.
Posted by Anonymous on 2011-04-14:
Once again Mrs. V you show the RIGHT way to handle things. Good luck!
Posted by Alain on 2011-04-14:
Mrs. V, this was VERY smooth and good review, too!
Posted by ticia232 on 2011-04-14:
How many bets that the neighbor did NOT call and lied when he said he did? He got his internet on so who cares about anyone else.
I went through the same situation (along with another neighbor) with cords going through our backyards, and we waited patiently for the new neighbor to call. He never did. How do I know this? Because when he finally ran out of excuses blaming Comcast, he told us. And then tried to blame it on how busy he was, and how much he had to do, etc, etc.
I am glad that they worked with you, no matter how much we called and said something, since our yards weren't dug up yet there was nothing they could do.
I went through the same situation (along with another neighbor) with cords going through our backyards, and we waited patiently for the new neighbor to call. He never did. How do I know this? Because when he finally ran out of excuses blaming Comcast, he told us. And then tried to blame it on how busy he was, and how much he had to do, etc, etc.
I am glad that they worked with you, no matter how much we called and said something, since our yards weren't dug up yet there was nothing they could do.
Posted by Anonymous on 2011-04-14:
I was thinking the same thing, Ticia.
Posted by DebtorBasher on 2011-04-14:
I believe the neighbor DID call, but may be one of those people who just say, "Yes Ma'am, thankyou" and just take whatever excuse they give, instead of being a person who will not take no for an answer.
When the Super or the rep started to insist that the neighbor had to call, I would have put them on hold and had the neighbor come over (or if it was a cell phone take the phone to the neighbor while the rep was on line) and had the neighbor tell them to get their butts over there.
When the Super or the rep started to insist that the neighbor had to call, I would have put them on hold and had the neighbor come over (or if it was a cell phone take the phone to the neighbor while the rep was on line) and had the neighbor tell them to get their butts over there.
Posted by Venice09 on 2011-04-14:
As sing said, that's the way to get things done.
Good review.
Good review.
Posted by Venice09 on 2011-04-14:
I don't even understand this. If my property is damaged by the cable company, what difference does it make whose cable it is or who makes the call? The cable company has to put it back the way they found it. What if the neighbor didn't even know about the unfinished job? I shouldn't have to get involved with my neighbor to get the cable company to fix my yard.
Posted by ok4now on 2011-04-14:
Typical Comcast customer service. This is why I now have Verizon FIOS. To address your post I find this total lack of service inexcusable. If I understand this correctly Comcast puts an above ground cable line causing a safety hazard on your property. This cable line only benefits your neighbor not you. Comcast tells you there is nothing they can do to help you and your neighbor needs to call. WTF. At this point being nice is over. I wouldn't wait for the tech to come over tomorrow, if they even show.
If this was my property that cable line would be cut. I would not tolerate a safety hazard placed by an unresponsive company on my property. Because this cable line is of no benefit to you maybe you should charge Comcast a monthly fee for the use on your property. Sounds fair to me. While you're at it hit them with a property tax fee. They gouge the customer with these fees so it's only fair that they should also pay.
If this was my property that cable line would be cut. I would not tolerate a safety hazard placed by an unresponsive company on my property. Because this cable line is of no benefit to you maybe you should charge Comcast a monthly fee for the use on your property. Sounds fair to me. While you're at it hit them with a property tax fee. They gouge the customer with these fees so it's only fair that they should also pay.
Posted by Mrs. V on 2011-04-15:
***UPDDATE***
Well, Comcast did come today. They buried the cable without even coming up to my door to let me know they were there, lol.
They did a good job and cleaned up after themselfs to boot ^_^
Well, Comcast did come today. They buried the cable without even coming up to my door to let me know they were there, lol.
They did a good job and cleaned up after themselfs to boot ^_^
Posted by ok4now on 2011-04-15:
Mrs.V, I am happy to hear that Comcast finally addressed this issue and corrected it. This does not excuse them for the poor treatment that you received and the run around they gave you. They created this problem not you. Yet you were the one who was inconvenienced and had to deal with their inferior customer service to correct it. This is just another small example of why people hate Comcast.
Posted by LuvBreathing on 2011-04-21:
I had a similar situation with Verizon. They came across my property to bury a cable because they were too lazy to do it correctly. I called them and they were giving me excuses as to why they wouldnt move it. I simply told them that if the cable wasnt removed from my property by the time I got home the following day, that I would dig it up, and I would not be responsible for what happens to it, and that I would file criminal trespass and vandalism charges against them. They had it removed when I got home, and routed it correctly. Of course the renter next door was giving me looks because he was inconvenienced. BOO HOO.
Posted by simplyjeff on 2011-04-21:
You are actually pretty lucky. I worked as a volunteer from 2005-2006 at a nationwide non-profit organization whose mission was to help consumers solve difficult problems that they could not resolve themselves with retailers and service organizations.
Out of the hundreds of companies I worked with Comcast was by far the least responsive. There was even a state government office near where I worked whose sole task was to serve as a liason between Comcast and its customers. An employee in that office admitted to me at one point that there was little or nothing they could do to resolve problems with Comcast short of legal action.
Out of the hundreds of companies I worked with Comcast was by far the least responsive. There was even a state government office near where I worked whose sole task was to serve as a liason between Comcast and its customers. An employee in that office admitted to me at one point that there was little or nothing they could do to resolve problems with Comcast short of legal action.
Posted by ok4now on 2011-04-21:
Comcast is the big dog on the block and they know it. So what if they piss a few customers off, they're still raking it in. The Phila Inquirer newspaper recently reported that Comcast has lost over 750,000 customers, mostly switching to satellite. This has their attention now. Every week I receive at least two promotions in the mail from them. They offer a teaser rate and money back if you sign up for multiple services. As a former Comcast customer I'm not biting, I know their deceptive tricks and am aware of their poor customer service. I now have FIOS and couldn't be happier.
Posted by Mrs. V on 2011-04-26:
***2nd UPDATE***
I saw a crew out side this morning digging in my yard again where the cable is.
Went out to find out what was going on.
Come to find out, Comcast had hired someone to stop by and put down some grass seed where the cable is.
Without me asking them to do this! They even added some to a few areas where the grass was a bit thin.
All and all, very happy with Comcast right now ^_^
I saw a crew out side this morning digging in my yard again where the cable is.
Went out to find out what was going on.
Come to find out, Comcast had hired someone to stop by and put down some grass seed where the cable is.
Without me asking them to do this! They even added some to a few areas where the grass was a bit thin.
All and all, very happy with Comcast right now ^_^
Posted by jktshff1 on 2011-04-26:
Thanks for letting us know.
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