Hardcore. Feel 4 you. My business is the same way endorsing the rolling lunch. How long do you think a ham sandwich last in a 100 degree van. Yeah bout as long as my comcast connection goes without lagging. Speaking of.
I had comcast set up a custom package for me. One bill is my dig cable(which always insists I must subscribe to comcast cable to access on demand features….seriously…and an internet drop for my girlfriends pc and laptop. Bill two is a dedicated drop for my plasystation 3. Yes I’m a gamer. Sorry. Regardless both are set up for 16M down and 4M up. Both test around 10 to 18down with spikes in the sixties(?) And uploads around 3.5. Packetloss is 1% or 0% and ping to local servers are no more than 30ms. Regardless when playing online games via PSN I catch horrible lag issues and server time outs. I’ve been in contact with the games manufacturers and the errors I’m receiving are connection and packet loss related. So, after the needless to describe runarounds with comcast we’ve all had I’m basically told nope, everything is fine. Maybe its your system. I’ve tried 6 systems on this line and they all behave the same way and to boot ALL work perfectly at a friends house 5 miles away.
I guess I’m wondering if I’m a victim of the new throttling system they’ve put in. If so, how do I prove it and what kind of action do I take. This issue started right around the 1/5/2010
Ok enough is enough. This post is for the company. So hopefully your blog readers take things seriously and read this carefully.
Start scheduling properly. Im not asking, I’m telling you if you dont start alowing time for us to have a god damn lunch break when we work 10-12 hours a day we WILL turn your ass in to the Department of Labor!!! And dont think your just gonna say “oh well you know have lunch” and change the subject as fast as possible like it does everytime it gets brought up at meetings. This has brough to management and corporate level over and over for atleast 2 years if not more.
We are sick of the bullshit, we bring these issues up and you turn around and find some excuse to say the metrics show we can add more jobs. No, all done, all fileld up. There is no more to add. Just remember our jobs make you, and your jobs mean nothing to us other than getting in the way. So start listening, because that will go further than some bullshit name change.
FYI changing the company name to start fresh will only get you a worse reputation. Being willing to do the right thing to get products and services where they should be will whirlwind the consumers and they will all come flocking to the company that had the balls to do it, and in return mean more revenue(since all you ilike is money)
jackie sounds like you got victimized of the equipment issue I posted earlier. They liek to reissue boxes over and over untill a connection port is actually broken, sometimes those go back out the door. Lately I been getting EMTA’s(phone modems) so used and abused and obviously not send to the manufacturer for refurb cause its all dirty. I mean DIRTY!!! Coffee stains, dust, gobs of lint and dust under the battery door. All they care about is “oh we had x billion profit this quarter last year so we need y profit this year” It doesnt matter if they make 6 billion profit in 1 quarter, if its less than the previous they rip into everyone about costing the company and making them loose money. I guess the new definition of profit is money to stay afloat, no longer extra revenue above and beyond the cost to operate.
I have been a customer of Comcast for many years. Through the years I’ve experienced lackluster service, customer service reps with attitudes, stonewalling, incompetent technicians who have no idea what they’re doing, and the list goes on and on. But, none of that even compares to my most recent debacle.
Saturday, January 30, 2010
I was moving into a new home and I wanted to have my Comcast service switched from my old place to my new place. Seems easy enough right? Well, not when Comcast is involved! First of all I waited all day on Saturday for the technician to show up….which he never did. Phone call #1: After waiting on hold for 7 minutes I get a rep on the phone that tells me that the technician got held up on a job before mine and was unable to make it to my place on time. Fine. So they place me on hold to see how long its going to take for him to get there. After holding for 5 minutes, I get hung up on. Phone call #2, same thing. Phone call #3 sat on hold for 10+ minutes. Phone call #4 got a rep who places me on hold for another 8 minutes. Phone call #5 get a customer service rep who then tells me that they tech couldn’t find my address and had tried to call me on my home telephone number that THEY DISCONNECTED THAT MORNING! After 9…yes NINE phone calls to Comcast I finally get someone on the phone to reschedule the appointment and they try telling me that they can’t have someone there until Tuesday, February 2, 2010. I protest and after having to speak to a supervisor I get an appointment for that Monday morning.
Monday, February 1st, 2010
I have to take the day off of work so that I can sit around and wait for the Comcast tech….again. He finally shows up and after 3 different cable boxes and 50 phone calls to his service team he gets my cable box, with TiVo service up and running. He tells me that the Tivo service and the guide need a couple of hours to load. He leaves.
Tuesday, February 2, 2010
I come home from work hoping to set up my TiVo to record all of my favorite shows. Guess what? The box isn’t working…surprise, surprise. Here I go again….back to the phones I go. After 30 minutes of telephone wrangling I get a tech that tells me to unplug the box and plug it back in. GENIOUS! After I do what he asks the box goes into a reboot loop that will not stop. The box is dead. Soooo, now I get to book,yet another, appointment for, yet another, tech to come out and switch the box. Oh goodie, more time off of work and more lost wages. Of course God forbid that they give me some type of credit for the aggravation…just forget about it. No only are they not willing to give me a credit for all my aggravation, but they are actually going to try and CHARGE ME for all the service calls!!!
Wednesday, February 3, 2010
Waiting, waiting, waiting….. the guy finally comes. Box #1, doesn’t work, Box #2, doesn’t work, Box #3, doesn’t work. The tech comes to his last box on the truck and tells me that if this one doesn’t work he’s gonna have to leave because comcast will penalize him if he is late for his next appointment even if my issue isn’t resolved yet. Finally, I snap. I get on the phone with Comcast AGAIN. Comcast tells the tech that he is not to leave and if he has to have his “team leader” come out. The tech gets off the phone and is CLEARLY upset that I called them. HE’S UPSET!!! Where the hell he gets the nerve to be upset I’ll never know. I’m the customer…..I’M UPSET!! Finally on the 4th box he gets it to start working….sort of.
I know that my story is anything but unusual, that’s the really sad part. This company unfortunately has just gotten way to big and as a result we, the customers are paying the price, in more ways than one. We are paying out the nose for these services….well over $100 a month, and we can’t even get reliable service that actually works! Comcast knows that its customers have no other options for cable service in some area’s and they take advantage of that. They know we have no where else to go.
Smarten up Comcast, smarten up! You are the very worst company that I have EVER had to deal with, EVER! Clearly…. There are numerous websites devoted just to your company and its incompetence’s, and clearly I am not the only one that is unhappy.
Oh yeah, they also kept my security deposit, and turned me into a collection agency for brink of contract. A contract they said they never received (the reason I never received my 19″ tv)
hummmmmmm sounds kinda fishy!
So I probably have bad credit on top of all the crap they put my through!
Thanks for nothing again Comcast!
I ordered triple play back in ’08, when they were offering the free 19″ tv.
3 months later, no tv, said I never signed a contract, and the time expired for the tv.
It took a couple of days of getting transfered back and forth to get that answer.
Finaly, I got in touch with a mgr., and was told not to worry, I will still receive the tv offer. 2 1/2 months later, another mgr. tells me that i’m s.o.l., because the tv offer was over.
When I ordered service, I was told that I was getting HD, and DVR service for 4 tv sets. When they showed up to install, I received a bacic box for 1 tv, and was told to call and set up another appt. for a fee!
Their service men were great too! They were supposed to just run a cable for internet down to my existing cable outlet. What I received was a new cable outlet about 3 ft. away from the one I already had installed. On top of that, when they cut the hole for the new outlet, they punched through to the other room wall and just left a hole, without say!
If Comcast was the last internet and tv service provider, I would just have to do without.
Without question, the worst customer service ever!!!!!!!!!!!
Dear Comcast, I still have that hole in my wall; I probably have a beter chance of getting through to them this way!
I had the triple play for a year. Then my monthly bill over a 8 month period went from a total of $120 to $210. So, I discontinued my home phone service. My monthly charged dropped to $190/month. So, I’m now dropping cable and starting DISH.
cantbelieve, print the webpage showing your contract. If it wont let you print it grab a camera and snap a picture then toss it to the attorney general. Multiple calls, supervisors, and going in to the service center along with that proves they are out right stealing from you. I would report it to the BBB as well, but thats just me.
I just spent two of the most frustrating days trying to get thru to someone at Comcast that has ANY customer service left. Hopeless cause. Here is the run down
1) Signed up for triple play promotion last July 2009
2) Mailed in agreement as requested
3) Noticed my bill went up $40 this month so my wife called in
4) Was told they never received signed contract so the plan was terminated (hence the $40 increase per month)
5) She was transferred numerous times trying to resolve and finally got to someone who sais no problem, your account specifies the correct plan.
6) Called back with a different question and was told the other guy was wrong, there is no contract
7) They wore her down to the point she agreed to new plan. $10.00 more per month, no premium channel, slower internet (16mb down to 12) I found out about it and called back in. Was told nothing could be done. I pointed out a contract was in place for 6 months and we had an agreement… Supervisor told me to go into nearest office.
9) Went into nearest office and was immediately greeted by, why did you come in here?
10) Office rep was no help either and told me to go to website and “Chat”
11) Tried website and actually can see my contract online.
12) Called again with number provided on website. Was told to go to nearest office…….. really. Told nothing could be done. Supervisor refused to talk to me.
13) Out of options I guess, so am here looking for a way to escalate.
14) Checking out OOMA and other service options.
Anyone have any ideas. I have been in the customer service business for over 30 years and this is by far my worst experience.
Lynn, file a complaint to the Attorney General. I see stuff like that on workorders all the time. Say the customer is getting phone, internet with wireless-networking the charge should be 150(depending on region), but ill see the 150 for wirless, 99 for phone, 50-99 for internet, and a 30 house reconnect fee. By my count thats a 300 charge for 80-100 a month revenue stream. It doesnt cost us 300 to roll someone to your house and do that job even with the modem. They try saying those cost 100+ but how can they be that much buying bulk from a distibutor when I can walk into a retailer and pay 60 for 1?
Like I said in a previous post its all about no cost all profit. So basicily prepare for this year to be the nickel and dime year. I wouldnt be surprised if they start charging 4-5 bucks to call in or use the online support.
February 8th, 2010 at 1:09 am
Hardcore. Feel 4 you. My business is the same way endorsing the rolling lunch. How long do you think a ham sandwich last in a 100 degree van. Yeah bout as long as my comcast connection goes without lagging. Speaking of.
I had comcast set up a custom package for me. One bill is my dig cable(which always insists I must subscribe to comcast cable to access on demand features….seriously…and an internet drop for my girlfriends pc and laptop. Bill two is a dedicated drop for my plasystation 3. Yes I’m a gamer. Sorry. Regardless both are set up for 16M down and 4M up. Both test around 10 to 18down with spikes in the sixties(?) And uploads around 3.5. Packetloss is 1% or 0% and ping to local servers are no more than 30ms. Regardless when playing online games via PSN I catch horrible lag issues and server time outs. I’ve been in contact with the games manufacturers and the errors I’m receiving are connection and packet loss related. So, after the needless to describe runarounds with comcast we’ve all had I’m basically told nope, everything is fine. Maybe its your system. I’ve tried 6 systems on this line and they all behave the same way and to boot ALL work perfectly at a friends house 5 miles away.
I guess I’m wondering if I’m a victim of the new throttling system they’ve put in. If so, how do I prove it and what kind of action do I take. This issue started right around the 1/5/2010
February 6th, 2010 at 8:51 pm
Ok enough is enough. This post is for the company. So hopefully your blog readers take things seriously and read this carefully.
Start scheduling properly. Im not asking, I’m telling you if you dont start alowing time for us to have a god damn lunch break when we work 10-12 hours a day we WILL turn your ass in to the Department of Labor!!! And dont think your just gonna say “oh well you know have lunch” and change the subject as fast as possible like it does everytime it gets brought up at meetings. This has brough to management and corporate level over and over for atleast 2 years if not more.
We are sick of the bullshit, we bring these issues up and you turn around and find some excuse to say the metrics show we can add more jobs. No, all done, all fileld up. There is no more to add. Just remember our jobs make you, and your jobs mean nothing to us other than getting in the way. So start listening, because that will go further than some bullshit name change.
FYI changing the company name to start fresh will only get you a worse reputation. Being willing to do the right thing to get products and services where they should be will whirlwind the consumers and they will all come flocking to the company that had the balls to do it, and in return mean more revenue(since all you ilike is money)
February 4th, 2010 at 8:37 pm
jackie sounds like you got victimized of the equipment issue I posted earlier. They liek to reissue boxes over and over untill a connection port is actually broken, sometimes those go back out the door. Lately I been getting EMTA’s(phone modems) so used and abused and obviously not send to the manufacturer for refurb cause its all dirty. I mean DIRTY!!! Coffee stains, dust, gobs of lint and dust under the battery door. All they care about is “oh we had x billion profit this quarter last year so we need y profit this year” It doesnt matter if they make 6 billion profit in 1 quarter, if its less than the previous they rip into everyone about costing the company and making them loose money. I guess the new definition of profit is money to stay afloat, no longer extra revenue above and beyond the cost to operate.
February 4th, 2010 at 10:41 am
Comcast Customer Service?? What a joke!
I have been a customer of Comcast for many years. Through the years I’ve experienced lackluster service, customer service reps with attitudes, stonewalling, incompetent technicians who have no idea what they’re doing, and the list goes on and on. But, none of that even compares to my most recent debacle.
Saturday, January 30, 2010
I was moving into a new home and I wanted to have my Comcast service switched from my old place to my new place. Seems easy enough right? Well, not when Comcast is involved! First of all I waited all day on Saturday for the technician to show up….which he never did. Phone call #1: After waiting on hold for 7 minutes I get a rep on the phone that tells me that the technician got held up on a job before mine and was unable to make it to my place on time. Fine. So they place me on hold to see how long its going to take for him to get there. After holding for 5 minutes, I get hung up on. Phone call #2, same thing. Phone call #3 sat on hold for 10+ minutes. Phone call #4 got a rep who places me on hold for another 8 minutes. Phone call #5 get a customer service rep who then tells me that they tech couldn’t find my address and had tried to call me on my home telephone number that THEY DISCONNECTED THAT MORNING! After 9…yes NINE phone calls to Comcast I finally get someone on the phone to reschedule the appointment and they try telling me that they can’t have someone there until Tuesday, February 2, 2010. I protest and after having to speak to a supervisor I get an appointment for that Monday morning.
Monday, February 1st, 2010
I have to take the day off of work so that I can sit around and wait for the Comcast tech….again. He finally shows up and after 3 different cable boxes and 50 phone calls to his service team he gets my cable box, with TiVo service up and running. He tells me that the Tivo service and the guide need a couple of hours to load. He leaves.
Tuesday, February 2, 2010
I come home from work hoping to set up my TiVo to record all of my favorite shows. Guess what? The box isn’t working…surprise, surprise. Here I go again….back to the phones I go. After 30 minutes of telephone wrangling I get a tech that tells me to unplug the box and plug it back in. GENIOUS! After I do what he asks the box goes into a reboot loop that will not stop. The box is dead. Soooo, now I get to book,yet another, appointment for, yet another, tech to come out and switch the box. Oh goodie, more time off of work and more lost wages. Of course God forbid that they give me some type of credit for the aggravation…just forget about it. No only are they not willing to give me a credit for all my aggravation, but they are actually going to try and CHARGE ME for all the service calls!!!
Wednesday, February 3, 2010
Waiting, waiting, waiting….. the guy finally comes. Box #1, doesn’t work, Box #2, doesn’t work, Box #3, doesn’t work. The tech comes to his last box on the truck and tells me that if this one doesn’t work he’s gonna have to leave because comcast will penalize him if he is late for his next appointment even if my issue isn’t resolved yet. Finally, I snap. I get on the phone with Comcast AGAIN. Comcast tells the tech that he is not to leave and if he has to have his “team leader” come out. The tech gets off the phone and is CLEARLY upset that I called them. HE’S UPSET!!! Where the hell he gets the nerve to be upset I’ll never know. I’m the customer…..I’M UPSET!! Finally on the 4th box he gets it to start working….sort of.
I know that my story is anything but unusual, that’s the really sad part. This company unfortunately has just gotten way to big and as a result we, the customers are paying the price, in more ways than one. We are paying out the nose for these services….well over $100 a month, and we can’t even get reliable service that actually works! Comcast knows that its customers have no other options for cable service in some area’s and they take advantage of that. They know we have no where else to go.
Smarten up Comcast, smarten up! You are the very worst company that I have EVER had to deal with, EVER! Clearly…. There are numerous websites devoted just to your company and its incompetence’s, and clearly I am not the only one that is unhappy.
Disgraceful, absolutely disgraceful.
February 4th, 2010 at 1:07 am
Oh yeah, they also kept my security deposit, and turned me into a collection agency for brink of contract. A contract they said they never received (the reason I never received my 19″ tv)
hummmmmmm sounds kinda fishy!
So I probably have bad credit on top of all the crap they put my through!
Thanks for nothing again Comcast!
February 4th, 2010 at 12:44 am
I ordered triple play back in ’08, when they were offering the free 19″ tv.
3 months later, no tv, said I never signed a contract, and the time expired for the tv.
It took a couple of days of getting transfered back and forth to get that answer.
Finaly, I got in touch with a mgr., and was told not to worry, I will still receive the tv offer. 2 1/2 months later, another mgr. tells me that i’m s.o.l., because the tv offer was over.
When I ordered service, I was told that I was getting HD, and DVR service for 4 tv sets. When they showed up to install, I received a bacic box for 1 tv, and was told to call and set up another appt. for a fee!
Their service men were great too! They were supposed to just run a cable for internet down to my existing cable outlet. What I received was a new cable outlet about 3 ft. away from the one I already had installed. On top of that, when they cut the hole for the new outlet, they punched through to the other room wall and just left a hole, without say!
If Comcast was the last internet and tv service provider, I would just have to do without.
Without question, the worst customer service ever!!!!!!!!!!!
Dear Comcast, I still have that hole in my wall; I probably have a beter chance of getting through to them this way!
February 1st, 2010 at 4:02 pm
I had the triple play for a year. Then my monthly bill over a 8 month period went from a total of $120 to $210. So, I discontinued my home phone service. My monthly charged dropped to $190/month. So, I’m now dropping cable and starting DISH.
January 29th, 2010 at 8:22 pm
cantbelieve, print the webpage showing your contract. If it wont let you print it grab a camera and snap a picture then toss it to the attorney general. Multiple calls, supervisors, and going in to the service center along with that proves they are out right stealing from you. I would report it to the BBB as well, but thats just me.
January 28th, 2010 at 11:36 pm
Hi,
Account# 8155 40 060 0238289
I just spent two of the most frustrating days trying to get thru to someone at Comcast that has ANY customer service left. Hopeless cause. Here is the run down
1) Signed up for triple play promotion last July 2009
I found out about it and called back in. Was told nothing could be done. I pointed out a contract was in place for 6 months and we had an agreement… Supervisor told me to go into nearest office.
2) Mailed in agreement as requested
3) Noticed my bill went up $40 this month so my wife called in
4) Was told they never received signed contract so the plan was terminated (hence the $40 increase per month)
5) She was transferred numerous times trying to resolve and finally got to someone who sais no problem, your account specifies the correct plan.
6) Called back with a different question and was told the other guy was wrong, there is no contract
7) They wore her down to the point she agreed to new plan. $10.00 more per month, no premium channel, slower internet (16mb down to 12)
9) Went into nearest office and was immediately greeted by, why did you come in here?
10) Office rep was no help either and told me to go to website and “Chat”
11) Tried website and actually can see my contract online.
12) Called again with number provided on website. Was told to go to nearest office…….. really. Told nothing could be done. Supervisor refused to talk to me.
13) Out of options I guess, so am here looking for a way to escalate.
14) Checking out OOMA and other service options.
Anyone have any ideas. I have been in the customer service business for over 30 years and this is by far my worst experience.
January 28th, 2010 at 8:12 pm
Lynn, file a complaint to the Attorney General. I see stuff like that on workorders all the time. Say the customer is getting phone, internet with wireless-networking the charge should be 150(depending on region), but ill see the 150 for wirless, 99 for phone, 50-99 for internet, and a 30 house reconnect fee. By my count thats a 300 charge for 80-100 a month revenue stream. It doesnt cost us 300 to roll someone to your house and do that job even with the modem. They try saying those cost 100+ but how can they be that much buying bulk from a distibutor when I can walk into a retailer and pay 60 for 1?
Like I said in a previous post its all about no cost all profit. So basicily prepare for this year to be the nickel and dime year. I wouldnt be surprised if they start charging 4-5 bucks to call in or use the online support.