Here is my complaint:
- I called in on Dec 3rd to setup a 2nd phone line on my Comcast Voice Line
- The phone line was not active until Dec 9th but Comcast started charging me on Dec 3rd
- Comcast also charged me a $24.95 Truck Trip Fee and an activation fee of $29.95. Keep in mind that this was a second line so no one ever came out and the rep who I spoke with on Dec 3rd said there was no activation fee for a 2nd line.
Here is my advice to future Comcast consumers: Do not go with Comcast’s bundled service (Internet, Phone, and TV). Since I made the change to Comcast’s bundled service on 10/16, I have had an outage where everything (TV, Internet and Phone) was completely out (reported to Comcast on Dec 8th and resolved later that day). In addition to that, I have had trouble with my TV (Comcast Technician came out in Nov and resolved that) and am currently experiencing an Internet outage (filed a ticket for that today Dec 16). My life with Comcast revolves around sitting and waiting for their technicians. My brother has FIOS (not available in my community yet) and has never once called Verizon after he got it setup.
I hope someone from Comcast is reading this. If so, please help me with my internet outage.
People really hate Comcast that’s the main point here and of this website. Comcast has no fans say like other giants Apple or Google does. NO ONE, especially Comcast employees it seems are passionate about Comcast. Comcast is unloved and dead in spirit. Nearly everything customers touch with Comcast irritates and grinds much like the rest of corporate America, especially if their service ever requires service of any kind. Comcast denies this and generally doesn’t really care about what customers say if they are being critical in ANY way. Comcast is a giant but they are a horrible bloodless soul-sucking giant ghost of a company that makes the country worse overall not better.
Comcast was not always this way. I had their serviceoff and on going back to the 1980s but every year customer service has consistently gotten worse as management moved away from communities into regional call centers progressively farther and farther away from their communities. A year or two ago they completely closed all of their local service centers in my area. By customer service I mean when you have to call Comcast and talk to someone to change your service or repair your service. Now there is a charge for everything if you call for service, even if you pay extra for the “cable guard” or whatever they call it now. It used to be all covered. Even that is obtained only after negotiating endless irritating robot menus and endless times on hold waiting.
They have some weak-kneed customer service efforts like with the Twitter based team of Frank Eliason. Even that is pretty half-hearted though. From what I’ve seen their methods include just beating up more on already overburdened employees to get problems resolved. That’s unsatisfactory and not real. What need to be done is to be honest and say this is how it is folks take it or leave it or actually stop beating up on customers and employees and improve things for them. To make dealing with Comcast fun and not irritating and soul killing. Until then everyone will continue to hate the stiffly heartless and soulless Comcast Experience.
I just bought a new Motorola TV that does not the Comcast box or television dialer. We are able to get a fine picture but we can’t get any of the normal movie programs that we used to get from 149 through 169 (TCM) or the listening music stations up in the 440 number area. This is the Washington, DC area by the way, so the numbers are different than they probably are for other areas. But in the same house from one television, the older one, to the newer one which does not use the Comcast box, I cannot get movie stations. I was on hold for over an hour last night which is inexcusable. I read about how others are having the same problem or worse so I decided to post this complaint here.
For several years now, I have put up with mostly lousy service and had my share of complaints. ONCE, I was fortunate enough to reach a very helpful fellow that improved a digital distortion problem. (I even reported my pleasant experience to his boss)
Well, times are tought right now and choosing to pay medical bills verses, say, my cable bill on time, produced the predicatable results. Yes, my cable was cut off. THIS IS NOT MY PROBLEM, Comcast is a business after all, and is well within thier right to terminate service until payment. However, two weeks later when I finally do have the money to pay my bill, I find I have been charged AN ADDITIONAL MONTHS SERVICE. I was charged for something I am not even getting.
Well I’ve had enough. I am bringing my equipment to your “service center”. Paying only for what services I have recieved and I am TERMINATING COMCAST. Direct TV, here I come.
My account # 01647 290928-04-5 Terminate my service and give me a real ammount that is owed to you. You have lost another customer!
Comcast has been the bane of my existence off and on for years now. Bad thing is, I worked for them a long time ago, and I know that they *can* be better than that. It’s a shame.
Well, here goes this nightmare. I moved in mid-October in Alexandria, VA. Right down the block, actually. And, I made a command decision made for me. I moved from a house to an apartment. And, in the apartment, I had no choice but to go through Comcast to get my cable TV service. So, I called up Comcast ahead of time to setup the installation.
Eventually, I wanted to get TV, phone and Internet service for the deal they were offering at the time. When I called, I found that it was going to be a problem setting up anything, because the chat, then the telephone rep told me that they don’t provide any service at the address I was moving into. When I told them that the building was a ‘Comcast’ building, with tons of Comcast customer, they were more than willing to argue with me otherwise.
So, I had to get the building management involved. After several days talking to their reps, they determined that the address had to be put in the Comcast system a certain way, otherwise it doesn’t recognize it as a valid address!!! (Who knew that in the world of Comcast, that the word ‘Mount’ could be spelled without the ‘n’!!?)
Well, we eventually got past that issue, and we proceeded to setup the service. What I wanted was to have the bundle for me, and I wanted to have a 2nd number put in for my home office. Well, they set me up with an appointment and I waited for the tech to arrive as I moved in. No tech showed up, so I called. I was told that no appointment was *ever* made. So, I was quite angry, but all could do is setup another appointment. So, foolishly, I did. But, this time, I called the day before, and I was told that I did have an appointment for the next day. Of course, when I called that day, in the middle of the appointment window, they again told me I had no appointment!
So, I contacted the Business side of Comcast to see if I could get any service through them for my home office line. And, they were much more helpful, and they set me up for phone/internet service. They couldn’t provide me with TV, because it was a residential address. So, this order was put in. And, I went through the building to get my TV service installed.
Then, I had 2 appointments, one for business and one for TV. But, the residential appointment did not happen again. Once again, the appoinment was ‘never setup’. So, with the building management now being embarassed, they wanted to know what was happening. Even they didn’t get a response for about a week. But, the eventual answer was that no one knows how to setup the computer system to handle an address that could have both a residential and a business account. So, their answer is to just never setup a residential account, because it’s too much trouble to figure out how to do it.
Now, on the business side, they were having problems too, because the residential side wiped out the tech appointments that they had setup to provide some service. Eventually, a tech came out to put in the Internet service, an it took him over 4 hours to just set that up! But, I finally have that.
But, I’m stuck because I still can’t get TV service, and I live in a building that has horrendous TV signal service! So, the suggestion was to go to the local Comcast office and talk to the manager to see if I can get some service. When I went to the office in Alexandria and asked for the manager, I was told that they don’t have any managers working in Alexandria anymore. I told them I find that hard to believe. The cashier then told me that they’re out in the Manassas office, about 25 miles away! So, I called the number they gave me for that office. When I called them, they couldn’t tell me who any of the managers in that office were, but eventually put me in a voice mailbox with an unintelligible message. I left my message and my number about 2 weeks ago. I still have no response from them, so I’m about to setup a meeting with the city’s consumer complaint office to see if I can get some response. If posting on this site generates some progress, that would be great, but, at this point, its’ been 2 months, so I don’t have alot of faith at this point.
I’m hoping Comcast IS reading this…..maybe SOMEONE there can help me…
My issue is really one of safety…there are two exposed cables that are running from the tap connections to two separate townhomes. One of the tap connections looks like a cable explosion – the top is crammed down on top of exposed cable. There is one cable that runs – unburied – around the building and across the back porch of 4 homes. The other unburied cable runs across the back porch of 4 OTHER homes, including mine. It is a safety issue, not to mention an eyesore.
Below are my dates, reps (sorry about spelling of names) and work order numbers – as you can see, this has NOT been addressed.
Aaron (no work order number; supposedly a special request order) – 10/11
Rod (work order #718129; resolve #1269211) – 10/26
Jeonard (work order #738534) – 10/29
Vem (work ordre #1000277628082010; job #567922)
Obviously, I have made reasonable efforts to have my issue addressed. I have pictures, but can’t post those on this site. If this doesn’t work, I guess my next contact will be with one of the local TV news stations that feature consumer complaint and resolution.
THIS IS A POSITIVE FOLLOW-UP TO MY POST “PAT DECEMBER 11, 1:26AM”
…So I call my mother this morning regarding another matter, and she tells me that she was called at 9 am by a Comcast rep, who apologised for the scheduling problem. When asked how Comcast could make it right, she replied “you could have someone out here today to set this up” (She may be 85 but is no shrinking violet, lol). He replied that he would look into it and call her back.
In moments, he called back and said it would be done, and that he would be in his office until 6, gave her his phone #, and said that he would call her back to check up.
At 5:15 she called me to tell me that the Comcast tech had set up her cable box, that she could access her AOL, and that he was gone. I have just called the rep who had taken this upon himself to make right, and thanked him for his efforts.
So, did Comcast read this blog…dunno;
did they flag my chat support script from last night…dunno;
did someone at Comcast step up and do what was right…YES;
did they solve my problem, YES;
are they perfect, just as much as any of us are, lol.
Was I just lucky, maybe.
But I know that I kept working up the escalation ladder, bit my tongue more than once, fought to stay rational, and kept my position as simple as I could.
Comcast took responsibility, extended themseves, and did the right thing. Give credit where it is due. I appreciate the extra steps they took, and wish the same for anyone who posts here with a problem.
Just remember that when you are working with people, that they are still people; and that you are likely to get back exactly what you give.
Had Comcast install cable at my mother’s house(DC) in 2006. Installer added premium channels, which evaporated after about 4 months.
I am a Comcast Triple Pay Customer in NJ, thought it wise to change my mother’s internet to Comcast, away from Verizon DSL . Read Web site, went & bought modem & install kit, gave Comcast a call to have them flip a switch to activate internet.
They have no record of the 2006 cable install! My mother has never received a bill, and their archive records show that the cable installation was cancelled. The rep quizzes about other carriers, previous residents, etc. I explain that our family is the only family in the home since 1921. I went to DC in ’06 to specifically meet the cable guy. As it was, the very generous cable guy.
So we set an appointment for a Comcast tech to do a free install Dec 10, from 2-5. They will bring a cable box, legitamize the acount, and hook up the modem. I return to NJ.
They get to capture revenue that they have been missing, AND get new revenue, PLUS take business from Verizon!
AND THEY DON’T SHOW UP!
To the point:
I spend two hours chatting in a Call Center, explaining (to three different people) that an 85 year old woman who lives alone, cannot speak, and relies on her VERIZON internet; whom I convinced to change to Comcast…that this woman is concerned that Comcast cannot deliver as promised.
And I am told that Comcast cannot get a rep out the next day, Friday, in order to add a cable box and a cable modem.
At least they were being honest, the rep they promised on Wednesday for Thursday didn’t show.
So what do we have:
- no acknowledgement of responsibility other than lip service of a mistake….no meaningful customer service
- inability and/or unwillngness to recognise NEW REVENUE, found money, take a new customer away from the competition
- lack of business integrity at the point of customer contact.
Failures of this nature are reflective of management without positive leadership qualities, lacking any professional integrity. The behaviour of the lowest is a perfect reflection of skills of the highest.
“A happy customer may tell one person, an unhappy customer tells everyone they know.”
Ah the sales routine again, I love bashing on these bastards. First and foremost, all bundle deals/prices only include the 1primary box. Does not include modems, dvr, 2nd, 3rd boxes. Most bundles other than special dish winback promos only include digital starter(hyped up standard). A few exist that include showtime or preferred with hbo, but not above the 118 dollar range for triple play.
Second, keep in mind its not a matter of the company holding people accountable for what they say, rather its the individual says what the company wants. Every department is a sales department and not just sales. And if these people make their goals management cuts the rates per sale and increases the volume, so you see these reps are basically forced to lie to make their paycheck.
Oh and if happens to be at year end or the end of a fiscal quarter prepare to be screwed extra hard. Their scrambling around making their goals so A: they dont get fired and B: get their bonus.
I once listened to a voicemail from a sales rep so determined to close a deal they promised a customer I would move all their stuff off their Uhual setup their computer and even upgrade it. Well since Im not a mover or a computer repair man neither happened
On Friday, November 20th, I was ‘cold-called’ by a Telemarketer who was calling ‘on behalf of Comcast’ to offer me an ‘opportunity to save money’. The representative proceeded to point out to me that my promotional rate for Digital Cable and Internet Services was close to expiration, and my bill would be increasing. I had previously been paying roughly $113/mo total, including equipment leases and tax. The individual mentioned that my bill would increase to over $120 dollars, but said Comcast could offer me a deal to bundle services and keep my payment at about $114, which would match what my prior promotional rate was. I was told that not only would the rate in essence remain the same, but that the package would include an upgrade from my current 15mbps internet to 20mbps, and would also include the digital phone service with unlimited long distance. The first thing that came to my mind was “really? sounds too good to be true” – and I asked…”so you are telling me that I can get faster internet, phone service with unlimited long distance, and the same cable package, for the same price I am paying now?” . “Yes”, replied the rep. Well, this seemed like a no-brainer to me, so “sign me up”. Not to leave any rock unturned, I even called back to re-verify that the phone service would be compatible with my existing home alarm system. I asked the representative how soon this could be installed. Wednesday, November 25th was available, and two Comcast technicians came and made it happen. Here comes issue #1. I didn’t catch it while they were here, with all of the installation and testing going on, but the technicians had to replace the existing Motorola Surfboard Modem with a new type that incorporated the phone capability. The existing Motorola Surfboard Modem was mine. I was not leasing this equipment, and it was not returned to me. I did not receive a receipt for the installation. I did not receive a ‘welcome kit’ that I later found out I should have gotten. I did not know how to set up my voicemail, which I figured out anyhow, but somehow that’s not the point. So- everything is installed and working great until Saturday, December 5th when my wife tells me the upstairs TV is not working- it displays “this program will be available shortly” on every channel. I called Sunday on the issue, and just so happened I get the email alerting me that my new Comcast bill was ready around that same time. So I take a look at that while I’m on the call. Here comes issue #2. The total bill was $218.94, of which $56.49 was installation and activation fees. I was specifically told on the sales call that the only fee I would pay was one $10 activation fee, leaving a $46.49 discrepancy there. Issue #3. Seems when I was quoted the $114 price, the representative failed to mention that it DID NOT include the equipment leases and tax, which incidentally brings the total up to $152.18 all said and done, not anything remotely resembling $114. Now, here is the part I don’t understand…the rep told me they were going to be able to save me money. How is having my bill increase from $113/mo to $152/mo supposed to save me money? That figure is still $23 more than my bill would have been EVEN IF it increased to $129/mo after my prior promotion expired. I understand I was getting add’l services, but I was very clearly quoted a price of $114 with no mention of additional equipment lease fees or tax on top. The currrent bill amount the rep was comparing the rate to included those leases and fees, so wouldn’t it stand to reason that the quoted amount did too? I signed up for this based solely on the information that representative gave me. Was I supposed to do research or something to validate the prices? That rep indicated that I would be saving money and not pay installation or activation fees, save the $10. Were these so-called “savings” supposed to be in relation to some bloated “retail” amount that these services cost you when purchased separately? (I have never had to pay retail before, nor would I, so why would you compare it to this?) Horrible sales tactics. Why no mention of the additional fees and equipment leases? Why am I now paying $5/mo to lease a modem but have not been reimbursed for (or returned) my Motorola Surfboard? Issue #4. I spent 2+ hours on the phone with Comcast retention representatives and Adrianna, a supervisor at the Tinley Park, IL retention office. After this two hour long conversation, no resolution to my issue had been realized. I ultimately requested that my services be disconnected, because although the representatives and Adrianna seemed truly concerned about my issues, no one really seem to have the power to do anything about it. I was eventually offered a one-time credit of $100, waived activation fees, and one movie channel, if I recalll. I declined the offers, citing the fact that none of these items satisfies the terms I initially agreed to. Frustrated by the lack of accountability regarding what I was told, I still requested that my services be disconnected. Issue #5. What happened next can only be described as appalling, and really came across as an unbelievable slap in the face. After this unsatisfying 2+ hour phone call where I tried to very politely and clearly convey my frustration, I was asked “Is there anything that I can do to keep you as a valued Comcast customer?”. WHAT? You can’t be serious? I literally burst out laughing. After all of this, Comcast really has someone ask this? “Yes, absolutely! You can keep me as a valued Comcast customer by simply doing what you say you are going to do…follow through…be accountable. Be liable for what your employees are telling your customers….it is this, mind you, that is the sole reason for my decison to sign up. These individuals are the face of your company. Isn’t Comcast held accountable for what these reps are telling (or not telling) customers? If they aren’t, Comcast is going to lose a lot of long time customers unless they put into place some measures to mitigate this risk. Please note: I didn’t want to cancel my cancel my service- I enjoy Comcast and think they provide a great product. I am not, however, going to let a telemarketer ‘write me a check’ that Comcast’s a$$ can’t cash.” I was perfectly fine paying AT&T $23/mo for the phone, and paying Comcast $113, or even $129. That would have at worst equaled what my bill ended up being with Comcast- so why would it have even been worth my time to switch? The answer is, it wouldn’t. I mean, the whole reason I signed up for the services in the first place was because I was getting more for the same amount of money, bottom line. And with getting rid of AT&T, I would actually have been saving money. Just like getting the phone for free, or so I thought. Turns out….surprise, getting the phone for free in Comcast’s eyes means compared to what you would pay for the servies at retail and not bundled…another (not so) great sales point. You know, the ONLY thing I had to base my decision on was what that rep told me…that’s it. There was no confirmation or verification call to ensure the accuracy of the reps pricing claims. So if the person was incorrect for any reason in what they were telling me, what does that mean? Does it just mean that I am supposed to eat the $40/mo difference between what I was told and what I actually got? And smile while doing it? I don’t agree with that, and I expressed that in my conversation on Sunday. She informed me before the end of the call that she would review the recording from the original call and ensured me she would contact me Wednesday, December 10th. So here goes the next issue…I placed my first call to the retention office Wednesday at approximately 6:00 PM CST after not receiving a call from Adrianna. I placed another call at 7 PM CST. The first call I was informed that Adrianna was on another call. The second call she was at lunch. I left a message both times with instructions for me to be called on my mobile phone. Apparently Adrianna called and left a message on my HOME phone in the meantime. I called again at 8:00 PM and again at 10:45 PM. Both times I was told the message would be passed to Adrianna and she would “call me right back”. I never did speak with Adrianna Wednesday. So here is the brief description of my issue: I was cold-called by someone from Comcast who made an appealing claim in order to get me to sign up for additional services, then when it came time to actually follow through, Comcast balked. Seems I fell for one of the oldest tricks in the book. Hook, line, and sinker. I hope for Comcast’s sake that they don’t treat all of their ‘valued’ customers in this manner…losing one here and there may not seem like much…but every big number is just made up of a bunch of smaller numbers. In any case, I appreciate you taking the time to review this- I hope that it might at least save someone else the trouble of going through the same thing.
I have since also filed a formal complaint with the Better Business Bureau. Anyone else have similar experience with Comcast???
December 16th, 2009 at 12:17 pm
Here is my complaint:
- I called in on Dec 3rd to setup a 2nd phone line on my Comcast Voice Line
- The phone line was not active until Dec 9th but Comcast started charging me on Dec 3rd
- Comcast also charged me a $24.95 Truck Trip Fee and an activation fee of $29.95. Keep in mind that this was a second line so no one ever came out and the rep who I spoke with on Dec 3rd said there was no activation fee for a 2nd line.
Here is my advice to future Comcast consumers: Do not go with Comcast’s bundled service (Internet, Phone, and TV). Since I made the change to Comcast’s bundled service on 10/16, I have had an outage where everything (TV, Internet and Phone) was completely out (reported to Comcast on Dec 8th and resolved later that day). In addition to that, I have had trouble with my TV (Comcast Technician came out in Nov and resolved that) and am currently experiencing an Internet outage (filed a ticket for that today Dec 16). My life with Comcast revolves around sitting and waiting for their technicians. My brother has FIOS (not available in my community yet) and has never once called Verizon after he got it setup.
I hope someone from Comcast is reading this. If so, please help me with my internet outage.
December 15th, 2009 at 8:42 pm
People really hate Comcast that’s the main point here and of this website. Comcast has no fans say like other giants Apple or Google does. NO ONE, especially Comcast employees it seems are passionate about Comcast. Comcast is unloved and dead in spirit. Nearly everything customers touch with Comcast irritates and grinds much like the rest of corporate America, especially if their service ever requires service of any kind. Comcast denies this and generally doesn’t really care about what customers say if they are being critical in ANY way. Comcast is a giant but they are a horrible bloodless soul-sucking giant ghost of a company that makes the country worse overall not better.
Comcast was not always this way. I had their serviceoff and on going back to the 1980s but every year customer service has consistently gotten worse as management moved away from communities into regional call centers progressively farther and farther away from their communities. A year or two ago they completely closed all of their local service centers in my area. By customer service I mean when you have to call Comcast and talk to someone to change your service or repair your service. Now there is a charge for everything if you call for service, even if you pay extra for the “cable guard” or whatever they call it now. It used to be all covered. Even that is obtained only after negotiating endless irritating robot menus and endless times on hold waiting.
They have some weak-kneed customer service efforts like with the Twitter based team of Frank Eliason. Even that is pretty half-hearted though. From what I’ve seen their methods include just beating up more on already overburdened employees to get problems resolved. That’s unsatisfactory and not real. What need to be done is to be honest and say this is how it is folks take it or leave it or actually stop beating up on customers and employees and improve things for them. To make dealing with Comcast fun and not irritating and soul killing. Until then everyone will continue to hate the stiffly heartless and soulless Comcast Experience.
December 15th, 2009 at 3:20 pm
I just bought a new Motorola TV that does not the Comcast box or television dialer. We are able to get a fine picture but we can’t get any of the normal movie programs that we used to get from 149 through 169 (TCM) or the listening music stations up in the 440 number area. This is the Washington, DC area by the way, so the numbers are different than they probably are for other areas. But in the same house from one television, the older one, to the newer one which does not use the Comcast box, I cannot get movie stations. I was on hold for over an hour last night which is inexcusable. I read about how others are having the same problem or worse so I decided to post this complaint here.
December 15th, 2009 at 12:26 pm
For several years now, I have put up with mostly lousy service and had my share of complaints. ONCE, I was fortunate enough to reach a very helpful fellow that improved a digital distortion problem. (I even reported my pleasant experience to his boss)
Well, times are tought right now and choosing to pay medical bills verses, say, my cable bill on time, produced the predicatable results. Yes, my cable was cut off. THIS IS NOT MY PROBLEM, Comcast is a business after all, and is well within thier right to terminate service until payment. However, two weeks later when I finally do have the money to pay my bill, I find I have been charged AN ADDITIONAL MONTHS SERVICE. I was charged for something I am not even getting.
Well I’ve had enough. I am bringing my equipment to your “service center”. Paying only for what services I have recieved and I am TERMINATING COMCAST. Direct TV, here I come.
My account # 01647 290928-04-5 Terminate my service and give me a real ammount that is owed to you. You have lost another customer!
Rob
December 14th, 2009 at 6:06 pm
Comcast has been the bane of my existence off and on for years now. Bad thing is, I worked for them a long time ago, and I know that they *can* be better than that. It’s a shame.
Well, here goes this nightmare. I moved in mid-October in Alexandria, VA. Right down the block, actually. And, I made a command decision made for me. I moved from a house to an apartment. And, in the apartment, I had no choice but to go through Comcast to get my cable TV service. So, I called up Comcast ahead of time to setup the installation.
Eventually, I wanted to get TV, phone and Internet service for the deal they were offering at the time. When I called, I found that it was going to be a problem setting up anything, because the chat, then the telephone rep told me that they don’t provide any service at the address I was moving into. When I told them that the building was a ‘Comcast’ building, with tons of Comcast customer, they were more than willing to argue with me otherwise.
So, I had to get the building management involved. After several days talking to their reps, they determined that the address had to be put in the Comcast system a certain way, otherwise it doesn’t recognize it as a valid address!!! (Who knew that in the world of Comcast, that the word ‘Mount’ could be spelled without the ‘n’!!?)
Well, we eventually got past that issue, and we proceeded to setup the service. What I wanted was to have the bundle for me, and I wanted to have a 2nd number put in for my home office. Well, they set me up with an appointment and I waited for the tech to arrive as I moved in. No tech showed up, so I called. I was told that no appointment was *ever* made. So, I was quite angry, but all could do is setup another appointment. So, foolishly, I did. But, this time, I called the day before, and I was told that I did have an appointment for the next day. Of course, when I called that day, in the middle of the appointment window, they again told me I had no appointment!
So, I contacted the Business side of Comcast to see if I could get any service through them for my home office line. And, they were much more helpful, and they set me up for phone/internet service. They couldn’t provide me with TV, because it was a residential address. So, this order was put in. And, I went through the building to get my TV service installed.
Then, I had 2 appointments, one for business and one for TV. But, the residential appointment did not happen again. Once again, the appoinment was ‘never setup’. So, with the building management now being embarassed, they wanted to know what was happening. Even they didn’t get a response for about a week. But, the eventual answer was that no one knows how to setup the computer system to handle an address that could have both a residential and a business account. So, their answer is to just never setup a residential account, because it’s too much trouble to figure out how to do it.
Now, on the business side, they were having problems too, because the residential side wiped out the tech appointments that they had setup to provide some service. Eventually, a tech came out to put in the Internet service, an it took him over 4 hours to just set that up! But, I finally have that.
But, I’m stuck because I still can’t get TV service, and I live in a building that has horrendous TV signal service! So, the suggestion was to go to the local Comcast office and talk to the manager to see if I can get some service. When I went to the office in Alexandria and asked for the manager, I was told that they don’t have any managers working in Alexandria anymore. I told them I find that hard to believe. The cashier then told me that they’re out in the Manassas office, about 25 miles away! So, I called the number they gave me for that office. When I called them, they couldn’t tell me who any of the managers in that office were, but eventually put me in a voice mailbox with an unintelligible message. I left my message and my number about 2 weeks ago. I still have no response from them, so I’m about to setup a meeting with the city’s consumer complaint office to see if I can get some response. If posting on this site generates some progress, that would be great, but, at this point, its’ been 2 months, so I don’t have alot of faith at this point.
Biz Account Number : 05613 100320-07-3
December 14th, 2009 at 6:06 pm
I’m hoping Comcast IS reading this…..maybe SOMEONE there can help me…
My issue is really one of safety…there are two exposed cables that are running from the tap connections to two separate townhomes. One of the tap connections looks like a cable explosion – the top is crammed down on top of exposed cable. There is one cable that runs – unburied – around the building and across the back porch of 4 homes. The other unburied cable runs across the back porch of 4 OTHER homes, including mine. It is a safety issue, not to mention an eyesore.
Below are my dates, reps (sorry about spelling of names) and work order numbers – as you can see, this has NOT been addressed.
Aaron (no work order number; supposedly a special request order) – 10/11
Rod (work order #718129; resolve #1269211) – 10/26
Jeonard (work order #738534) – 10/29
Vem (work ordre #1000277628082010; job #567922)
Obviously, I have made reasonable efforts to have my issue addressed. I have pictures, but can’t post those on this site. If this doesn’t work, I guess my next contact will be with one of the local TV news stations that feature consumer complaint and resolution.
Comcast, help.
December 11th, 2009 at 5:40 pm
THIS IS A POSITIVE FOLLOW-UP TO MY POST “PAT DECEMBER 11, 1:26AM”
…So I call my mother this morning regarding another matter, and she tells me that she was called at 9 am by a Comcast rep, who apologised for the scheduling problem. When asked how Comcast could make it right, she replied “you could have someone out here today to set this up” (She may be 85 but is no shrinking violet, lol). He replied that he would look into it and call her back.
In moments, he called back and said it would be done, and that he would be in his office until 6, gave her his phone #, and said that he would call her back to check up.
At 5:15 she called me to tell me that the Comcast tech had set up her cable box, that she could access her AOL, and that he was gone. I have just called the rep who had taken this upon himself to make right, and thanked him for his efforts.
So, did Comcast read this blog…dunno;
did they flag my chat support script from last night…dunno;
did someone at Comcast step up and do what was right…YES;
did they solve my problem, YES;
are they perfect, just as much as any of us are, lol.
Was I just lucky, maybe.
But I know that I kept working up the escalation ladder, bit my tongue more than once, fought to stay rational, and kept my position as simple as I could.
Comcast took responsibility, extended themseves, and did the right thing. Give credit where it is due. I appreciate the extra steps they took, and wish the same for anyone who posts here with a problem.
Just remember that when you are working with people, that they are still people; and that you are likely to get back exactly what you give.
December 11th, 2009 at 1:26 am
Had Comcast install cable at my mother’s house(DC) in 2006. Installer added premium channels, which evaporated after about 4 months.
I am a Comcast Triple Pay Customer in NJ, thought it wise to change my mother’s internet to Comcast, away from Verizon DSL . Read Web site, went & bought modem & install kit, gave Comcast a call to have them flip a switch to activate internet.
They have no record of the 2006 cable install! My mother has never received a bill, and their archive records show that the cable installation was cancelled. The rep quizzes about other carriers, previous residents, etc. I explain that our family is the only family in the home since 1921. I went to DC in ’06 to specifically meet the cable guy. As it was, the very generous cable guy.
So we set an appointment for a Comcast tech to do a free install Dec 10, from 2-5. They will bring a cable box, legitamize the acount, and hook up the modem. I return to NJ.
They get to capture revenue that they have been missing, AND get new revenue, PLUS take business from Verizon!
AND THEY DON’T SHOW UP!
To the point:
I spend two hours chatting in a Call Center, explaining (to three different people) that an 85 year old woman who lives alone, cannot speak, and relies on her VERIZON internet; whom I convinced to change to Comcast…that this woman is concerned that Comcast cannot deliver as promised.
And I am told that Comcast cannot get a rep out the next day, Friday, in order to add a cable box and a cable modem.
At least they were being honest, the rep they promised on Wednesday for Thursday didn’t show.
So what do we have:
- no acknowledgement of responsibility other than lip service of a mistake….no meaningful customer service
- inability and/or unwillngness to recognise NEW REVENUE, found money, take a new customer away from the competition
- lack of business integrity at the point of customer contact.
Failures of this nature are reflective of management without positive leadership qualities, lacking any professional integrity. The behaviour of the lowest is a perfect reflection of skills of the highest.
“A happy customer may tell one person, an unhappy customer tells everyone they know.”
December 10th, 2009 at 3:39 pm
Ah the sales routine again, I love bashing on these bastards. First and foremost, all bundle deals/prices only include the 1primary box. Does not include modems, dvr, 2nd, 3rd boxes. Most bundles other than special dish winback promos only include digital starter(hyped up standard). A few exist that include showtime or preferred with hbo, but not above the 118 dollar range for triple play.
Second, keep in mind its not a matter of the company holding people accountable for what they say, rather its the individual says what the company wants. Every department is a sales department and not just sales. And if these people make their goals management cuts the rates per sale and increases the volume, so you see these reps are basically forced to lie to make their paycheck.
Oh and if happens to be at year end or the end of a fiscal quarter prepare to be screwed extra hard. Their scrambling around making their goals so A: they dont get fired and B: get their bonus.
I once listened to a voicemail from a sales rep so determined to close a deal they promised a customer I would move all their stuff off their Uhual setup their computer and even upgrade it. Well since Im not a mover or a computer repair man neither happened
December 10th, 2009 at 12:51 pm
On Friday, November 20th, I was ‘cold-called’ by a Telemarketer who was calling ‘on behalf of Comcast’ to offer me an ‘opportunity to save money’. The representative proceeded to point out to me that my promotional rate for Digital Cable and Internet Services was close to expiration, and my bill would be increasing. I had previously been paying roughly $113/mo total, including equipment leases and tax. The individual mentioned that my bill would increase to over $120 dollars, but said Comcast could offer me a deal to bundle services and keep my payment at about $114, which would match what my prior promotional rate was. I was told that not only would the rate in essence remain the same, but that the package would include an upgrade from my current 15mbps internet to 20mbps, and would also include the digital phone service with unlimited long distance. The first thing that came to my mind was “really? sounds too good to be true” – and I asked…”so you are telling me that I can get faster internet, phone service with unlimited long distance, and the same cable package, for the same price I am paying now?” . “Yes”, replied the rep. Well, this seemed like a no-brainer to me, so “sign me up”. Not to leave any rock unturned, I even called back to re-verify that the phone service would be compatible with my existing home alarm system. I asked the representative how soon this could be installed. Wednesday, November 25th was available, and two Comcast technicians came and made it happen. Here comes issue #1. I didn’t catch it while they were here, with all of the installation and testing going on, but the technicians had to replace the existing Motorola Surfboard Modem with a new type that incorporated the phone capability. The existing Motorola Surfboard Modem was mine. I was not leasing this equipment, and it was not returned to me. I did not receive a receipt for the installation. I did not receive a ‘welcome kit’ that I later found out I should have gotten. I did not know how to set up my voicemail, which I figured out anyhow, but somehow that’s not the point. So- everything is installed and working great until Saturday, December 5th when my wife tells me the upstairs TV is not working- it displays “this program will be available shortly” on every channel. I called Sunday on the issue, and just so happened I get the email alerting me that my new Comcast bill was ready around that same time. So I take a look at that while I’m on the call. Here comes issue #2. The total bill was $218.94, of which $56.49 was installation and activation fees. I was specifically told on the sales call that the only fee I would pay was one $10 activation fee, leaving a $46.49 discrepancy there. Issue #3. Seems when I was quoted the $114 price, the representative failed to mention that it DID NOT include the equipment leases and tax, which incidentally brings the total up to $152.18 all said and done, not anything remotely resembling $114. Now, here is the part I don’t understand…the rep told me they were going to be able to save me money. How is having my bill increase from $113/mo to $152/mo supposed to save me money? That figure is still $23 more than my bill would have been EVEN IF it increased to $129/mo after my prior promotion expired. I understand I was getting add’l services, but I was very clearly quoted a price of $114 with no mention of additional equipment lease fees or tax on top. The currrent bill amount the rep was comparing the rate to included those leases and fees, so wouldn’t it stand to reason that the quoted amount did too? I signed up for this based solely on the information that representative gave me. Was I supposed to do research or something to validate the prices? That rep indicated that I would be saving money and not pay installation or activation fees, save the $10. Were these so-called “savings” supposed to be in relation to some bloated “retail” amount that these services cost you when purchased separately? (I have never had to pay retail before, nor would I, so why would you compare it to this?) Horrible sales tactics. Why no mention of the additional fees and equipment leases? Why am I now paying $5/mo to lease a modem but have not been reimbursed for (or returned) my Motorola Surfboard? Issue #4. I spent 2+ hours on the phone with Comcast retention representatives and Adrianna, a supervisor at the Tinley Park, IL retention office. After this two hour long conversation, no resolution to my issue had been realized. I ultimately requested that my services be disconnected, because although the representatives and Adrianna seemed truly concerned about my issues, no one really seem to have the power to do anything about it. I was eventually offered a one-time credit of $100, waived activation fees, and one movie channel, if I recalll. I declined the offers, citing the fact that none of these items satisfies the terms I initially agreed to. Frustrated by the lack of accountability regarding what I was told, I still requested that my services be disconnected. Issue #5. What happened next can only be described as appalling, and really came across as an unbelievable slap in the face. After this unsatisfying 2+ hour phone call where I tried to very politely and clearly convey my frustration, I was asked “Is there anything that I can do to keep you as a valued Comcast customer?”. WHAT? You can’t be serious? I literally burst out laughing. After all of this, Comcast really has someone ask this? “Yes, absolutely! You can keep me as a valued Comcast customer by simply doing what you say you are going to do…follow through…be accountable. Be liable for what your employees are telling your customers….it is this, mind you, that is the sole reason for my decison to sign up. These individuals are the face of your company. Isn’t Comcast held accountable for what these reps are telling (or not telling) customers? If they aren’t, Comcast is going to lose a lot of long time customers unless they put into place some measures to mitigate this risk. Please note: I didn’t want to cancel my cancel my service- I enjoy Comcast and think they provide a great product. I am not, however, going to let a telemarketer ‘write me a check’ that Comcast’s a$$ can’t cash.” I was perfectly fine paying AT&T $23/mo for the phone, and paying Comcast $113, or even $129. That would have at worst equaled what my bill ended up being with Comcast- so why would it have even been worth my time to switch? The answer is, it wouldn’t. I mean, the whole reason I signed up for the services in the first place was because I was getting more for the same amount of money, bottom line. And with getting rid of AT&T, I would actually have been saving money. Just like getting the phone for free, or so I thought. Turns out….surprise, getting the phone for free in Comcast’s eyes means compared to what you would pay for the servies at retail and not bundled…another (not so) great sales point. You know, the ONLY thing I had to base my decision on was what that rep told me…that’s it. There was no confirmation or verification call to ensure the accuracy of the reps pricing claims. So if the person was incorrect for any reason in what they were telling me, what does that mean? Does it just mean that I am supposed to eat the $40/mo difference between what I was told and what I actually got? And smile while doing it? I don’t agree with that, and I expressed that in my conversation on Sunday. She informed me before the end of the call that she would review the recording from the original call and ensured me she would contact me Wednesday, December 10th. So here goes the next issue…I placed my first call to the retention office Wednesday at approximately 6:00 PM CST after not receiving a call from Adrianna. I placed another call at 7 PM CST. The first call I was informed that Adrianna was on another call. The second call she was at lunch. I left a message both times with instructions for me to be called on my mobile phone. Apparently Adrianna called and left a message on my HOME phone in the meantime. I called again at 8:00 PM and again at 10:45 PM. Both times I was told the message would be passed to Adrianna and she would “call me right back”. I never did speak with Adrianna Wednesday. So here is the brief description of my issue: I was cold-called by someone from Comcast who made an appealing claim in order to get me to sign up for additional services, then when it came time to actually follow through, Comcast balked. Seems I fell for one of the oldest tricks in the book. Hook, line, and sinker. I hope for Comcast’s sake that they don’t treat all of their ‘valued’ customers in this manner…losing one here and there may not seem like much…but every big number is just made up of a bunch of smaller numbers. In any case, I appreciate you taking the time to review this- I hope that it might at least save someone else the trouble of going through the same thing.
I have since also filed a formal complaint with the Better Business Bureau. Anyone else have similar experience with Comcast???