After spending all day dealing with the issues I am having with Comcast, including the rude Street Thug Tech they sent out to my residence (without the proper equipment, and leaving without fixing any of my issues), I have to question why this site (a consumer site)displays sponsored ads paid by Comcast!
I’ve contacted customer service over the phone several times because I’m being charged for renting a cable modem that I’ve OWNED for over three years now. Comcast reps keep telling me that I have to go into one of the service centers with a receipt and prove that I own my cable modem. The only receipt I have is a Best Buy rebate receipt that shows I bought a Comcast Self-Install Kit and cable modem. So I went into the service center with that information and they said they couldn’t accept it because the receipt didn’t have the modem’s serial number. I’m fine with paying the extra 3 bucks a month for the mistakes (they happen) but I’ll be damned if they want to take my $80 modem when I cancel my service at the end of this month. If they don’t get this fixed I would rather go without internet and cable than pay Comcast another dollar. If they do fix it then I’ll be happy to continue working with them. Their choice.
ive had cable since oct.07 my wife and i both have told them since day one that our cable blocks.cant even make it threw a 30min show.i finally got ahold of maurice e. watson executive support specialist.he tells me ill get techs out there and we,ll get it fixed. well now a month of haveing techs at my house almost everyday i still have same problems.and im on cable box number7 now.im feed up ive paid for crappy service for to long.on monday im going to write aletter to brian roberts ceo& chairman and im sending that letter to all the executives at comcast.im also to the point of letting my att. general with all my video proof i have hours of video that i recorded showing the blocking everyday.its sad that i have to go that route but ive tried everything i could but almost two years of this crap is enough i wish i could get back every cent ive paid them im disabled i can barely efford to pay the bills i have but ive managed to pay them not no more after i talk to my att. general im going to contact the media cause its about time they get sum kind of fine or punishment for this ive gave them chance after chance to fix the problem and its got me nowhere.so comcast you did it to yourself
City Desk wrote:
> Hi Stephen,
>
> We sincerly apologize for your experience. We need the service address
> and a good contact number for you. We would like to address this.
>
> Sherri C
> Comcast Corporate Office
>
>
> From: steve[SMTP:ROYSTPHNJ@VERIZON.NET]
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
304-267-0394(h)
169 wren street north
martinsburg wv 25405
got home from work, found an mail:
“We have received your e mail and thank you for using Comcast’s online
email support. One of our Comcast customer support representatives will
get back to you, likely within just a few hours. In the meantime, you
may find our FAQs helpful to resolve your inquiry so we invite you to
visit http://help.comcast.net. Or, for more immediate attention to your
situation, try “Ask Comcast”, a real time chat service, available by
visiting http://www.comcast.net and clicking on the AskComcast link at
the top of the page. We look forward to working with you.
Sincerely, Your Comcast Support Team”
and :
City Desk wrote:
> Hello Steve,
>
> What’s the telephone number on the account?
>
> Thanks
>
>
my email reply to 2nd CityDesk email:
304-267-0394–called your what I found is your Manassas center tonight, to resolve this before the “local” office closed and any customer service available 24/7 as advertised on your website–is not actually available other a message informing the local office is closed.
Your sales person then obtained the address information, stated it was entered as 169 Wren Street, as “North” is “directional” (complete address is 169 Wren Street North) took 20 minutes on hold to confirm that service is available, did not want the ticket or order #’s when offered.
Told him we started with Triple Play in this process, but digital phone then wasn’t available, was offered high definition channels and DVR, and performance internet package, for $52.98 for one year, with one year commitment last night. Your CSR then expressly stated it, internet and digital TV, was a few dollars more at $55.02 monthly but only 6 months, then expressly stated he could a better deal for one year, but it would be $18 more.
Told him if he didn’t have the authority to honor the offer I was made last night, to get his supervisor involved as there is some history with this. I don’t consider $18 more to be a better offer.
After another 15 minutes, someone who identified herself as the “supervisor” and “Mira”, and upon further request “the only Mira in the Manassas Center” and “703-709-8974″ as her direct phone line; I told her I was documenting this contact as I would also be following up with a reply to a Comcast corporate email and Consumerist magazine as to this experience–I then again explained above, Mira stated she could not honor the offer but would see what she could do–$69.99 for the internet and TV (I assume this is similar to the “$18 more” previously). I then offered her the original order # and ticket # for the site survey and she stated I “couldn’t possibly have an order #” as they have to do a ticket #–she did not actively listen but cut me off with this, kept “overtalking” about there’s no offer like, noone can do an offer like that and running on whenever I asked if she could please listen–so I could provide the order # I have from the original call (Your CSR instructed me to write it down!). I told her if she does not have the authority to resolve this, then let me speak to your supervisor–she became argumentative and stating the supervisor would only tell me the same–I again had to request “would you please listen a second” repeatedly, then requested to have her supervisor call me, she stated I would have to wait until Monday as its Friday night, the supervisor is off, and she (Mira) is in charge of the call center until 10 PM, etc.–before asking me for my phone number and name, and when i asked the supervisor’s name who is supposed to call me, she rapidly stated “Dessica”–so I had to ask again and how its spelled.
Quite frankly, we could have gotten to the same place more than 15 minutes or so earlier (approximately 50 minutes with the double hold) had your the supervisor been willing to listen before assertively responding and cutting me off. Lack of actually hearing exactly what a potential customer is relating–in this instance, our complete street name–the confirming phone call left at our residence had “169 Wren North Street”, your CSR said it was “169 Wren Street”–north being “directional”–our complete street address was not being recorded correctly. its clear that active listening and repeating back to confirm is lacking in this process.
> From: steve [mailto:roystphnj@verizon.net]
> Sent: Thursday, July 16, 2009 11:41 PM
> To: Subject: comcast customer service is broken
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
and the email CSR from website:
Thanks for your message. I am out of the office on July 17, but will be back on line late this weekend. If this is urgent, please contact Gretchen Mahlmann at 215.286.3047 or gretchen_mahlmann@comcast.com.
Called and left message at this phone number–Gretchen’s message stated away from desk.
Still trying to understand why I would be provided seemingly misleading offers like this–which is not being honored in follow up after a site survey to confirm availability, then terrible customer service.
Copied to all previously involved. To date, noone has called m, I’ve had to call only to repeat the experience!
Stephen Roy
169 Wren Street North
Martinsburg WV 25405
304-267-0394
I’m not a Richmond rep of comcast, so giving you my ID would be redundant, but the tech went out and disconnected the account today. I’d say to call in to get your updated balance, but, from just eyeballing your account, it looks like you will get a credit of $30.03.
Trying to cancel service:
I called Comcast on May 19th to cancel my service because I was moving. The services in my house stopped immediately and I returned all of my equipment, however, I am still being billed. My current bill is almost $600 for services that I no longer have.
I was told in the beginning of June that I would receive bills until the service was turned off at the box outside. I was also told that it was scheduled to be turned off around the middle of the month. I called to confirm this and was told that the service was turned off but the account was not closed out yet. The representative said that in 4-6 weeks I would be getting a $40 refund. However, nearly 4 weeks later, I have received another bill.
I called today and spoke to “Richard” ID#RON (he insists that 5 digit ID#s don’t exist). Richard said that the service was not turned off last month, as I was told, but was scheduled to be turned off today. He had no information about why the service wasn’t turned off last month.
At this point I am very concerned about the 3 bills that I have received and was told to ignore by representatives. I have nothing in writing telling me to disregard these bills and am worried about the impact that this could have on my credit if what I am being told is inaccurate. Also, I tried to call the local number in hopes of getting more information but was routed to a billing center in Texas. This representative said that all my calls would be routed there because my account appears to be overdue.
I would like someone from Comcast to contact me ASAP to let me know if my service was actually canceled today and when I can be expecting my credit. Also, if for some reason you have to leave a voicemail please leave me a number where I can actually contact you back.
Calvie – 09592787582-01-4
I have no problem with Comcast switching to all digital. However, they also decided to encrypt all of their channels except for the local networks. This has absolutely nothing to do with the digital switchover. It is completely unneccesary except that it forces people to put boxes or cablecards on all of their tvs, Tivos, etc. I have been a Comcast customer for 20 years and have been paying them almost $200/month for much of that time. Well, that will be ending. I have no intention of hooking cable boxes to all of my tvs or getting cablecards in order to use my Tivo.
I live in Michigan and they plan to begin encrypting the channels in October. I will be cancelling my service at that time. And before you send me your canned response about the digital conversion increasing the number of channels, blah, blah blah, let me reiterate that the digital conversion is fine. It is the unnecessary encryption that is costing you my business.
I would like to apologize for this poor experience. I can certainly understand your frustration. Our team also works for Rick Germano out of the Corporate office. I’d like to look further into your concerns and see that they are addressed. When you have a moment, please email us at the address below. We’re here if you need us.
Sent to “Rick” at comcast.com
Hi
Apparently your service ordering system is broken, as I called 3 nights ago to order Triple Play (order# 379775214), was informed I was to arrange a site survey, which I used my time to do (ticket #1287236). Today we received a phone message stating service is available at our address, our address was in your database and we were to call the 1800 number to arrange install.
Upon calling the number, was now informed that digital telephone service was not available for our address, so the Triple Play was not available; was then offered high speed internet and cable (DVR/high-definition channels, HBO for 6 months) for 52.98/month for one year, requiring a one year commitment. Upon seeking to order this, I was requested to provide SSN for a credit check; I told your CSR I would have to see your policies on SSN before providing this information over the phone and call back. I found the policies on your website, read them and called back.
Our address then could not be found in your system and we have to have a site survey done. I informed your CSR that one was already done and we were instructed to call you back; I was then transferred to another number which just played a message that the office was now closed (listed on website as being available 24 hours day/7 days week). I called back again, was then told our address could not be located in the system, I told this CSR again that we received a message instructing us to call and arrange installation–and trying to do that. I was again told they cannot locate our address in the system and they have to arrange another site survey, so I requested him to escalate this matter to a manager as something is broken here, have now wasted 2 hours trying to order as a new customer.
A “manager” came on the phone, ID’ed himself as Michael #31301, stating they cannot locate our address on your system and we have to contact the local office to arrange a site survey. I told “Michael” we have already had this done, received a call message to follow up and was trying to order service as a new customer but you seem incapable of getting this done, so further escalate this to someone who can and was told by Michael there is nothing further he could do.
Finding it incredible that you jerk potential new customers around like this–something is broken there!
Stephen Roy
July 19th, 2009 at 2:23 pm
After spending all day dealing with the issues I am having with Comcast, including the rude Street Thug Tech they sent out to my residence (without the proper equipment, and leaving without fixing any of my issues), I have to question why this site (a consumer site)displays sponsored ads paid by Comcast!
July 18th, 2009 at 1:08 pm
I’ve contacted customer service over the phone several times because I’m being charged for renting a cable modem that I’ve OWNED for over three years now. Comcast reps keep telling me that I have to go into one of the service centers with a receipt and prove that I own my cable modem. The only receipt I have is a Best Buy rebate receipt that shows I bought a Comcast Self-Install Kit and cable modem. So I went into the service center with that information and they said they couldn’t accept it because the receipt didn’t have the modem’s serial number. I’m fine with paying the extra 3 bucks a month for the mistakes (they happen) but I’ll be damned if they want to take my $80 modem when I cancel my service at the end of this month. If they don’t get this fixed I would rather go without internet and cable than pay Comcast another dollar. If they do fix it then I’ll be happy to continue working with them. Their choice.
July 18th, 2009 at 7:13 am
these Comcast folks have their email blocked:
This report relates to a message you sent with the following header fields:
Message-id:
Date: Thu, 16 Jul 2009 23:41:29 -0400
From: steve
To: tips@consumerist.com, david_cohen@comcast.com, ralph_roberts@comcast.com,
marlene_dooner@comcast.com, payne_brown@comcast.com, kerry_knott@comcast.com,
esl_corp@cable.comcast.com, john_schanz@cable.comcast.com,
john_ridall@cable.comcast.com, brian_roberts@comcast.com, joe_waz@comcast.com,
audit_committee_chairman@comcast.com, darcy_rudnay@comcast.com,
corporate_communications@comcast.com, steve_burke@cable.comcast.com
Subject: comcast customer service is broken
Your message cannot be delivered to the following recipients:
Recipient address: kerry_knott@comcast.com
Reason: Remote SMTP server has rejected address
Diagnostic code: smtp;550 Mailbox unavailable or access denied –
Remote system: dns;mx3.comcast.com (TCP|206.46.173.3|61812|24.40.8.248|25) (SMTP Proxy Server Ready)
Reporting-MTA: dns;vms173003.mailsrvcs.net (tcp-daemon)
Original-recipient: rfc822;kerry_knott@comcast.com
Final-recipient: rfc822;kerry_knott@comcast.com
Action: failed
Status: 5.0.0 (Remote SMTP server has rejected address)
Remote-MTA: dns;mx3.comcast.com (TCP|206.46.173.3|61812|24.40.8.248|25)
(SMTP Proxy Server Ready)
Diagnostic-code: smtp;550 Mailbox unavailable or access denied -
July 17th, 2009 at 8:45 pm
ive had cable since oct.07 my wife and i both have told them since day one that our cable blocks.cant even make it threw a 30min show.i finally got ahold of maurice e. watson executive support specialist.he tells me ill get techs out there and we,ll get it fixed. well now a month of haveing techs at my house almost everyday i still have same problems.and im on cable box number7 now.im feed up ive paid for crappy service for to long.on monday im going to write aletter to brian roberts ceo& chairman and im sending that letter to all the executives at comcast.im also to the point of letting my att. general with all my video proof i have hours of video that i recorded showing the blocking everyday.its sad that i have to go that route but ive tried everything i could but almost two years of this crap is enough i wish i could get back every cent ive paid them im disabled i can barely efford to pay the bills i have but ive managed to pay them not no more after i talk to my att. general im going to contact the media cause its about time they get sum kind of fine or punishment for this ive gave them chance after chance to fix the problem and its got me nowhere.so comcast you did it to yourself
July 17th, 2009 at 8:21 pm
City Desk wrote:
> Hi Stephen,
>
> We sincerly apologize for your experience. We need the service address
> and a good contact number for you. We would like to address this.
>
> Sherri C
> Comcast Corporate Office
>
>
> From: steve[SMTP:ROYSTPHNJ@VERIZON.NET]
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
304-267-0394(h)
169 wren street north
martinsburg wv 25405
got home from work, found an mail:
“We have received your e mail and thank you for using Comcast’s online
email support. One of our Comcast customer support representatives will
get back to you, likely within just a few hours. In the meantime, you
may find our FAQs helpful to resolve your inquiry so we invite you to
visit http://help.comcast.net. Or, for more immediate attention to your
situation, try “Ask Comcast”, a real time chat service, available by
visiting http://www.comcast.net and clicking on the AskComcast link at
the top of the page. We look forward to working with you.
Sincerely, Your Comcast Support Team”
and :
City Desk wrote:
> Hello Steve,
>
> What’s the telephone number on the account?
>
> Thanks
>
>
my email reply to 2nd CityDesk email:
304-267-0394–called your what I found is your Manassas center tonight, to resolve this before the “local” office closed and any customer service available 24/7 as advertised on your website–is not actually available other a message informing the local office is closed.
Your sales person then obtained the address information, stated it was entered as 169 Wren Street, as “North” is “directional” (complete address is 169 Wren Street North) took 20 minutes on hold to confirm that service is available, did not want the ticket or order #’s when offered.
Told him we started with Triple Play in this process, but digital phone then wasn’t available, was offered high definition channels and DVR, and performance internet package, for $52.98 for one year, with one year commitment last night. Your CSR then expressly stated it, internet and digital TV, was a few dollars more at $55.02 monthly but only 6 months, then expressly stated he could a better deal for one year, but it would be $18 more.
Told him if he didn’t have the authority to honor the offer I was made last night, to get his supervisor involved as there is some history with this. I don’t consider $18 more to be a better offer.
After another 15 minutes, someone who identified herself as the “supervisor” and “Mira”, and upon further request “the only Mira in the Manassas Center” and “703-709-8974″ as her direct phone line; I told her I was documenting this contact as I would also be following up with a reply to a Comcast corporate email and Consumerist magazine as to this experience–I then again explained above, Mira stated she could not honor the offer but would see what she could do–$69.99 for the internet and TV (I assume this is similar to the “$18 more” previously). I then offered her the original order # and ticket # for the site survey and she stated I “couldn’t possibly have an order #” as they have to do a ticket #–she did not actively listen but cut me off with this, kept “overtalking” about there’s no offer like, noone can do an offer like that and running on whenever I asked if she could please listen–so I could provide the order # I have from the original call (Your CSR instructed me to write it down!). I told her if she does not have the authority to resolve this, then let me speak to your supervisor–she became argumentative and stating the supervisor would only tell me the same–I again had to request “would you please listen a second” repeatedly, then requested to have her supervisor call me, she stated I would have to wait until Monday as its Friday night, the supervisor is off, and she (Mira) is in charge of the call center until 10 PM, etc.–before asking me for my phone number and name, and when i asked the supervisor’s name who is supposed to call me, she rapidly stated “Dessica”–so I had to ask again and how its spelled.
Quite frankly, we could have gotten to the same place more than 15 minutes or so earlier (approximately 50 minutes with the double hold) had your the supervisor been willing to listen before assertively responding and cutting me off. Lack of actually hearing exactly what a potential customer is relating–in this instance, our complete street name–the confirming phone call left at our residence had “169 Wren North Street”, your CSR said it was “169 Wren Street”–north being “directional”–our complete street address was not being recorded correctly. its clear that active listening and repeating back to confirm is lacking in this process.
> From: steve [mailto:roystphnj@verizon.net]
> Sent: Thursday, July 16, 2009 11:41 PM
> To: Subject: comcast customer service is broken
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
and the email CSR from website:
Thanks for your message. I am out of the office on July 17, but will be back on line late this weekend. If this is urgent, please contact Gretchen Mahlmann at 215.286.3047 or gretchen_mahlmann@comcast.com.
Called and left message at this phone number–Gretchen’s message stated away from desk.
Still trying to understand why I would be provided seemingly misleading offers like this–which is not being honored in follow up after a site survey to confirm availability, then terrible customer service.
Copied to all previously involved. To date, noone has called m, I’ve had to call only to repeat the experience!
Stephen Roy
169 Wren Street North
Martinsburg WV 25405
304-267-0394
July 17th, 2009 at 5:24 pm
Calvie.
I’m not a Richmond rep of comcast, so giving you my ID would be redundant, but the tech went out and disconnected the account today. I’d say to call in to get your updated balance, but, from just eyeballing your account, it looks like you will get a credit of $30.03.
July 17th, 2009 at 2:32 pm
Trying to cancel service:
I called Comcast on May 19th to cancel my service because I was moving. The services in my house stopped immediately and I returned all of my equipment, however, I am still being billed. My current bill is almost $600 for services that I no longer have.
I was told in the beginning of June that I would receive bills until the service was turned off at the box outside. I was also told that it was scheduled to be turned off around the middle of the month. I called to confirm this and was told that the service was turned off but the account was not closed out yet. The representative said that in 4-6 weeks I would be getting a $40 refund. However, nearly 4 weeks later, I have received another bill.
I called today and spoke to “Richard” ID#RON (he insists that 5 digit ID#s don’t exist). Richard said that the service was not turned off last month, as I was told, but was scheduled to be turned off today. He had no information about why the service wasn’t turned off last month.
At this point I am very concerned about the 3 bills that I have received and was told to ignore by representatives. I have nothing in writing telling me to disregard these bills and am worried about the impact that this could have on my credit if what I am being told is inaccurate. Also, I tried to call the local number in hopes of getting more information but was routed to a billing center in Texas. This representative said that all my calls would be routed there because my account appears to be overdue.
I would like someone from Comcast to contact me ASAP to let me know if my service was actually canceled today and when I can be expecting my credit. Also, if for some reason you have to leave a voicemail please leave me a number where I can actually contact you back.
Calvie – 09592787582-01-4
July 17th, 2009 at 11:26 am
I have no problem with Comcast switching to all digital. However, they also decided to encrypt all of their channels except for the local networks. This has absolutely nothing to do with the digital switchover. It is completely unneccesary except that it forces people to put boxes or cablecards on all of their tvs, Tivos, etc. I have been a Comcast customer for 20 years and have been paying them almost $200/month for much of that time. Well, that will be ending. I have no intention of hooking cable boxes to all of my tvs or getting cablecards in order to use my Tivo.
I live in Michigan and they plan to begin encrypting the channels in October. I will be cancelling my service at that time. And before you send me your canned response about the digital conversion increasing the number of channels, blah, blah blah, let me reiterate that the digital conversion is fine. It is the unnecessary encryption that is costing you my business.
July 17th, 2009 at 10:27 am
Hi Steve,
I would like to apologize for this poor experience. I can certainly understand your frustration. Our team also works for Rick Germano out of the Corporate office. I’d like to look further into your concerns and see that they are addressed. When you have a moment, please email us at the address below. We’re here if you need us.
Kind Regards,
Melissa Mendoza
Comcast Customer Connect
National Customer Operations
We_Can_Help@cable.comcast.com
@ComcastMelissa
July 16th, 2009 at 9:30 pm
Sent to “Rick” at comcast.com
Hi
Apparently your service ordering system is broken, as I called 3 nights ago to order Triple Play (order# 379775214), was informed I was to arrange a site survey, which I used my time to do (ticket #1287236). Today we received a phone message stating service is available at our address, our address was in your database and we were to call the 1800 number to arrange install.
Upon calling the number, was now informed that digital telephone service was not available for our address, so the Triple Play was not available; was then offered high speed internet and cable (DVR/high-definition channels, HBO for 6 months) for 52.98/month for one year, requiring a one year commitment. Upon seeking to order this, I was requested to provide SSN for a credit check; I told your CSR I would have to see your policies on SSN before providing this information over the phone and call back. I found the policies on your website, read them and called back.
Our address then could not be found in your system and we have to have a site survey done. I informed your CSR that one was already done and we were instructed to call you back; I was then transferred to another number which just played a message that the office was now closed (listed on website as being available 24 hours day/7 days week). I called back again, was then told our address could not be located in the system, I told this CSR again that we received a message instructing us to call and arrange installation–and trying to do that. I was again told they cannot locate our address in the system and they have to arrange another site survey, so I requested him to escalate this matter to a manager as something is broken here, have now wasted 2 hours trying to order as a new customer.
A “manager” came on the phone, ID’ed himself as Michael #31301, stating they cannot locate our address on your system and we have to contact the local office to arrange a site survey. I told “Michael” we have already had this done, received a call message to follow up and was trying to order service as a new customer but you seem incapable of getting this done, so further escalate this to someone who can and was told by Michael there is nothing further he could do.
Finding it incredible that you jerk potential new customers around like this–something is broken there!
Stephen Roy