Comments on: Comcast Complaints

By: Jim Colonna

Jim Colonna — Thu, 09 Sep 2010 06:16:12 +0000

Comcast has doen it again. The lack of customer service is appalling. I was to TRANSFER service from one location to another within the same region of comcast served by the same office. The customer service screwed up and set me up for new service. How did I find out? When I went to login to my e-mail account and it said it did not exist. I called and waited 45 minutes while someone in India screwed up the account more. I told th rep that my logins and account MUST remain the same as it doubles as a small business account and thousand’s of people have this address. They told me they could not do that and I needed to request the logins to transfer when I transferred service. I did request this and have proof as write everything down before I call CRAPPY customer service. They screwed up and I lost 5 days of e-mail and lost potentially over $8,000.00 in business. There solution—wait 72 hours more until we get it set again. I asked, “Will be able to receive all e-mail lost in their blunder?” Yes sire I was told. Guess what I lost 5 solid days of correspondence. I contacted my attorney and mailed comcast a letter. NO REPLY! Then I get a bill for $0.00 last wednesday followed by a bill for the same time period for $103.00 on Friday. I am sick of comcast. They need to get their act together and higher people with and education who can DO THEIR JOB! Comcast truly must die. Oh yeah, the VP of comcast assured me in an e-mail that I could not get that the service time would be expedited. It was—but when their Tech person called to confirm, he acted as if I made the mistake. I can assure you comcast, I will get my revenge. Next step—on to the press!

By: Gerry

Gerry — Wed, 08 Sep 2010 17:08:20 +0000

Update: No one showed up at 8 am this morning.

I’m sure no one that has dealt with Comcast will be surpirsed when I say that I just received an automated call to confirm a 1 pm to 5 pm appointment window today even though I never agreed to such a thing and told everyone I talked to that I would NOT accept that appointment. I then selected “reschedule appointment so I could take to someone. I repeated myself again that I would NOT accept any appointment window.

I told him that I had posted my story here and also had sent an email to Comcast telling them you check here for my story. I repeated it over and over that I would NOT accept anything less than a firm time for an appointment and that someone “up the line” needs to respond instead of the poor people handling answering services. He said that someone would be contacting me about my issue very shortly.

Surprise, surprise! I receive a call from Comcast less than 10 minutes after that one. Guess what? They wanted to confirm my 1 pm to 5 pm so they can either send the technician or cancel. After all my efforts, they call me, not concerned about my problem. They were concerned about sending a technician if I would not be there.

By: Gerry

Gerry — Wed, 08 Sep 2010 02:19:42 +0000

They say that Comcast monitors this site and follows up to resolve the issues. I seriously doubt that but here it goes. My account number is 01728 158594-02-7.

Here’s my Comcast issues that still remain unsolved.

Problem: My cable modem send light flashes and online light stays off. Our wireless signal says “very good” or “excellent” but we cannot connect to internet. This has been happening off and on for quite a while. Our TV signal also cuts out “flickers” at times. I’ve re-started modem in past and it’s worked but now nothing gets a connection.
I’ve contacted Comcast chat support and also over the phone and they have not been able to resolve the issue. Then the person over the phone told me she scheduled a technician for 8 am the next day (Friday, September 3rd).

The modem was working that morning and no one showed up so I went to work thinking that maybe they resolved the issue and canceled the appointment. I then came home and receive a call from a technician saying he was coming. I told him that he was scheduled to be there at 8 am and he said it was an 8 am to 7 pm window. A freakin’ 11 hour window? Are you kidding me?

I told him it was working but he came out to check on things. He found no issues with the signal or connections so went on his way. We went out to dinner and when we got home, the internet was NOT connecting again. We also had freezing signal on our TV reception. (the picture and sound stops for a second or 2 and then skips on}.
I called Comcast again and they scheduled an appointment window for Tuesday, September 7 from 8 am to noon. I took the morning off work so I could be there. I waited until noon and NO ONE called or showed up. Not even the decency to let me know they were not coming.

I went to Comcast support chat to express my displeasure. Long story short, I told them that I had done my part by being there for their scheduled window. I lost a half day of work and no one even contacted me to say they were not coming.

They said they were going to contact a technician to schedule a time that afternoon to come out. This is what I told them:
“Here’s the deal. Comcast will be at my door at 8 am tomorrow morning or I will be dumping 2 digital boxes on their counter at 9 am. I will then be talking to my city council. I am NOT waiting around for someone to come when they decide they want to show up. I did my part today. Now it is my turn. They WILL come now when I say. 8 am tomorrow morning. 8 am SHARP! Not 8 am until they decide they want to come.
They had my number, they had the appointment schedule. THEY did not even have the decency to call and say they weren’t coming! Also, please note to them that I expect results. I will not accept a technician coming in and checking the lines and saying everything looks good. It is NOT good in the evening.”

They said someone would contact me within 30 minutes to confirm the time. I got an automated message that said I had been scheduled for a 1 pm to 5 pm window the next day!

I then called Comcast and told them that nothing except an 8 am sharp appointment was acceptable. That guy said he was trying to set something up with the dispatch for 8 am and would be contacted to confirm. I then got another call from a person talking about an 8 am to noon window for tomorrow. I again told him that anything other than a technician showing up at my house at 8 am sharp would be unacceptable and would mean I would be taking further action. He continued to talk about a 4 hour window and I explained one more time that there would be no 4 hour window. I was NOT asking them to be there at 8 am. I was DEMANDING it.

They cost me a half day of work. We pay $104.95 a month for what has been crap service for some time. I will NOT set aside 4 hours for them to show up.

Comcast, what are you going to do for me?

Direct TV, what can you do for me?

By: Allison

Allison — Fri, 03 Sep 2010 17:18:28 +0000

I’ve struggled with the service Comcast provides now in 3 separate residences and 3 separate cities. I had a small break from Comcast while in Florida and enjoyed the service from BrightHouse. Now, back in Alabama, I am reminded of the woes of dealing with Comcast. I won’t bore you with all the details as we would be here a while, but today I’m simply trying to get through to the call center to schedule service and the recording tells me, “I’m sorry, but we are unable to connect your call at this time… Thank you for calling Comcast.” So now, they aren’t even answering my calls?

By: Larry from Pittsburgh

Larry from Pittsburgh — Fri, 03 Sep 2010 15:03:44 +0000

I have BASIC cable with Comcast, because I won’t give them any more money than my $9.94 a month. While Comcast’s contractors were trying to do work on the telephone pole for a neighbor, my cable service was physically disconnected. I called Comcast and set up a service call for two days later. Their automated scheduling system called me twice and twice I had to confirm to this automated system that I would be at home. The tech came and repaired the service quickly–I didn’t even have to let him in the house. Of course, I was charged a $30 service visit to re-establish service that Comcast disconnected in the first place. Of course, they heard from me and I won’t be paying the service call.

By: Jane Doe

Jane Doe — Tue, 31 Aug 2010 04:02:33 +0000

im a comcast technician and im tired of you bitchy customers always blaming the techs. GET A LIFE!

By: Rosana

Rosana — Tue, 31 Aug 2010 03:57:54 +0000

Hi,

I just sent the following to Comcast–and we’re switching to Webpass, a local Internet company (more on that at http://rfrancescato.wordpress.com/2010/08/30/greening-the-internet/):

I’m writing to let you know why we’re planning to switch from Comcast to a local Internet company. We pay almost $200 a month for Comcast TV/DVR, Internet service, and Internet phone. For that much money we expect to get good service. Instead, we have these recurring problems:

DVR often doesn’t tape things we set it to tape. I’ve talked to others who have this same issue.
TV reception and DVR taping is spotty: we often have gaps with no sound and/or pixelated images.
We have too many Internet outages or intermittent service.
We’ve experienced lack of good service when we call regarding the above issues.

A couple illustrations of service issues:

* Our Internet has gone out for extended periods when we’re working at home, now and then over a day. Though we don’t have a business account, like many people we often work at home, so we rely on continuous Internet service. One time when it was out for almost half the day, I called to inquire about the issue. I asked if we could get an update from the technicians working on it when they had an idea what the issue was and how long it would take to resolve. I was told no, I could only get a call when the service was restored. I asked to speak to the person’s supervisor, and he told me he was the highest-up person I could speak to. Unfortunately I no longer have his name. Eventually the service was restored, but I lost half a day of work–and I was not called to be notified till an hour after the service had been restored.

* Our Internet and Internet phone service were spotty all of Tuesday 8/24, when my husband was working at home. That night, they went out completely, so I called Comcast. After being on hold for 20 minutes, I spoke to a technician who tried to diagnose our problem. He said there had been no outages in the area, and he decided the problem was with our modem. He set up the earliest available appointment, Friday 8/27 at 2:00 pm–almost 3 working days later. He also told me I could call back the next day to try to make an earlier appointment. He indicated that he couldn’t make an earlier appointment because at night there was some limitation in the system that didn’t let him find an earlier one. All this took an hour, keeping us up till midnight on a work night. I called the next morning and was able to change my appointment to 10:00 – noon that day. Then I started getting e-mails from my neighbors in my condo complex (which I had to read on my Blackberry) saying they were also having issues. One said he’d seen Comcast trucks here the day before. I found out later that unit E303 had Comcast here around 4:00 on 8/24 because of problems. However, when I called Comcast that night, no one knew about this. It would have helped to have this information, an indication that the problem was larger than our modem.
So I stayed home from work on the morning of Wednesday 8/25, while a technician worked on the issue. By noon I had to go in to the office, as I still didn’t have Internet, so this cost me a morning of work. When I came home there was still no Internet. I finally called Comcast again and the person on the phone had us reset not only our modem but our router, which fixed the issue. No one had told me to do this before, so we had no Internet for nearly 24 hours, plus spotty Internet the entire day before.

In addition to showing how serious the issues are, all of this illustrates the lack of communication or robust systems at Comcast. For what we pay, I’d think Comcast could afford to put in place systems that would allow technicians and other customer support people to have all the information they need to really help customers.

By: susan

susan — Mon, 30 Aug 2010 21:12:46 +0000

i am happy to report that comcast FINALLY paid the money they owed me (8/27 post). while appreciate the fact that i found ONE person over there to do their job, it stinks that it took SOOOO much work/effort on my part–to get what was mine in the first place! i still hate comcast, but at least i can be done with them for once and for all.

By: alphageek

alphageek — Mon, 30 Aug 2010 19:24:00 +0000

Sorry for you .. I have been there.. I understand… Hope you are not charged $35 for each of the tech visits. Do not trust comcast ads.. check your bill to verify that you are not charged for their tech visits where they did not solve the problem.

Move to satellite TV or IPTV if you have choice. If you do not have a choice get somebody to hook up a mythtv setup.

By: Karen

Karen — Fri, 27 Aug 2010 18:51:18 +0000

Ever since Comcast changed its service to HDTV we have experienced intermittent interference that comes with disruption in the sound and picture tiling – it happens more frequently at night than daytime, when it happens it is on all channels and DVR recordings.
When this first started I made a call to report and the whole system was reset; the second time I called again they did a reset; the third time I called they finally scheduled a tech to come out – 4 days later one actually showed up, he put down a new interior cable cord; the 5th time I called again they did a reset and scheduled another tech – 3 days later he came. This time the tech swapped out the receiver-DVR unit and made some kind of adjustments outside, but said he felt good about what had been done to clear the problem. So now over 3 weeks from the first phone call – on the 6th phone call – again they would need to send out another tech; this time the tech was quite savvy he found that a second cable line to one of the bedrooms in the house (we had basic cable set up for the bedroom TV) was picking up radio signals in the area! So his answer was to DISCONNECT all other cable runs, and have live the one main cable. I was not happy with this supposed solution – after 20 years of having the same exact cable lines that have worked fairly well – now the whole answer to solving this mystery was to disable every cable line but the main one – does this really make any logical sense?? Well so much for that theory anyway – the problem started up again that very evening! Reception was good for a couple of hours this time …. so call #7 – this time they were suppose to order a “field line-supervisor” to be dispatched, 3 more days pass and we get another ordinary Tech – again! Oh but this Tech was even more insightful then any of the other 5 – first thing he asked after being shown just what has been happening – His first question – “Did anyone happen to have a HAIR DRYER on at the time of the problem?” A WHAT??? I was getting a bit cranky at this point so I left the room and let my husband take over. Whatever the guy did he did it outside! (without the aid of testing the problem against a hair dryer!)
Oh but the problem still was not fixed! To this point we have had 7 different Techs out; reset after reset and NO supervisor yet to speak of! So now it is Sunday morning Aug 22nd and when I turned on the TV at 7am I got total scramble on every single channel – we called again and this time left a blistering message about getting this fixed! So on Tuesday am support said that a line-supervisor would be contacting us later that day -after they came out to try one more time to determine what the problem is – Again I stayed at home waiting for someone to come out -like I was told to do – the whole day came and went – nothing! I was feed up with this run-around – so my husband called again at about 8pm on Tuesday August 24th – oh they did come out and made some adjustments to the outside line – “Are you still having problems?” Yep we sure are! If they came out why did they not do us the curtsey of knocking on the door or having the Supervisor call at least (like we were told they would)?? “Oh well they must have tried but was likely no one was home.” was the response from (so-called) Customer Service. This was an out-n-out lie! I was home, plus two other Adults – I have a very noisy dog that would definitely alert us to the presence of someone around the house – plus we have never heard from a Supervisor at all. When my husband made to call Tuesday evening the best the gal could tell us was that she could have another tech out on Friday. I have had enough of Comcast – the run around and the blatant poor service ability is appalling – so Comcast listen up you are not the only game in town now! And after 20 years we are taking our business somewhere else!

By: susan

susan — Fri, 27 Aug 2010 18:37:32 +0000

This horror story involves a series of errors Comcast made. I called on May 27, 2010 and cancelled all Comcast services. At the time, I was told we would receive a refund in the amount of $120.30 within 3-6 weeks. We still await this refund as I write this, almost three months later, despite many, many phone calls, misinformation from varied Comcast employees, and tremendous frustration on our part. In fact, Comcast last week promised it would arrive by Wednesday. I was told this at least five times by three different Comcast reps. When it did not arrive, I called and was told that, in fact, it would be here between Wednesday and Friday (this was the first mention of a Thursday or Friday arrival – and at least the 14th phone call regarding this matter). Even more alarming, despite the cancellation, Comcast initiated an electronic funds withdrawal from our checking account a month later for almost $300. This unauthorized charge to our account was well after our service was cancelled, and after all Comcast equipment was returned. Even worse, Comcast never provided notice to us that it was going to, or in fact did, remove these funds from our account. As a result, our account was short the following month and we were charged overdraft fees resulting in an additional $408.00 billed to our account.
Despite our efforts, the bank is only willing to waive $70.00 of these fees; we were directed back to the responsible merchant (Comcast) regarding the balance. As such, Comcast’s series of errors has caused our family direct damages in the amount of $727.77. Comcast is responsible for reimbursing us not only the original refund amount ($120.30), and the erroneous charge in June ($269.47), but all incurred bank charges due to the unauthorized taking of our funds ($338.00).
We were loyal Comcast customers for almost five years. During this time, we never missed a payment and always paid on time. The way this situation has affected our finances, with little or no sympathy or action on Comcast’s part, is both disgusting and disheartening; at a minimum, it is actionable. We will have to see how all of this plays out, but I will avoid all things Comcast from now, and strongly suggest everyone do the same. This is no way to treat customers, and enough is enough. If you have experienced anything similar, post and let everyone know. I smell class-action suits in the air!
account #8798290020430794

By: Steve

Steve — Thu, 19 Aug 2010 20:15:07 +0000

After dealing with other account setup issues we have had with comcast where calling a call center outside the US to be told by someone who barely spoke a lick of english that they couldnt activate our boxes because of a system upgrade, only to call back and get another group who was able to activate in minutes. We recently returned a DVR Box to the local comcast office after changing service through calling the 1-800 comcast number. We recieved our new bill and they want to charge us for a DVR service we no longer have. After calling customer service we now have to provide proof that we returned the box to them because they have no record of recieving the box back. Thankfully we have our reciept, however, this is ridiculous that comcast can continue to provide such terrible customer service. Comcast should be held to the same GAO,SarbOx standards as many other large companies. Their billing practices stink, thier customer service practices stink.

By: mike

mike — Tue, 17 Aug 2010 16:22:00 +0000

So I have had internet/ TV outages for the past week. I called Comcast again (multiple times over the years) to fix the problem. They told me they could have someone come out, but it might cost me, depending on if the problem is in my home or outside my home. I told them that last year we had a technician come and conclude that it was an outside problem, but yet they never did anything about it. I told the representative this and she told me they technicians could still conclude that it is an inside problem, and I still may be charged. I got so fed up I told her I was seriously switching to satellite (Which I am!), if Comcast was unable to fix the problem with no charges. She told me she can’t waive anything, and is sorry to hear that. She then asked, ” Anything else I can do for you sir?” What kind of company would NOT CARE enough to waive a small technical fee, in order to keep a customer (10 Years) of both internet and television. I was shocked and surprised, and it confirmed my growing though to get satellite, and century link internet, which is cheaper and couldn’t possibly be any worse than Comcast.

By: Marianne

Marianne — Tue, 17 Aug 2010 09:50:46 +0000

Notes to stephanie (441) your insights are helpful but since I’ve already opted to disco, if I have no better place to go back to, I’ll request a document called a sales contract to keep in my file just cuz I one day might figure out who leaked info on what I watch and surf. but those hooks and tools are there anyway and how could they be proven guilty of leaking info in this day and age? I wish I knew how to put heat on those employees who it sounds like, are using their maintenance only network to support the aggregation devices as “black box slingboxes” to relatives and friends. Is there something we can do or were you venting? Yes, they have their ways to irritate people and smile and laugh at them for being the friggin joke of party and move on. Don’t ever stoop to tactics they use, they simply are not going to change unless career limiting moves challenge their jobs. Every tactic they use today would have been grounds for being fired when I spent my time in the trenches. If a customer claims you abruptly hung up or disconnected without a doubt, we, the cs reps would be immediately challenged in front of peers and employees , whoever is around, with serious intent that the documentation began and the next instance or two might legally allow them to separate them from me and my wicked ways. I planned on sticking around so I never found out how true to his work my then boss would have been but that wasn’t on my list of things to do. The customer was always right. I wasn’t even told it was ok to do so if profanity came my way. That really was not an issue although the pressure cooker was always on; big banks like to tell you how many billions of dollars each second the outage took out of their bottom line which helped calm me down as I trouibleshot with on half of my brain, held the old fashioned phone in my ear cradled with my shoulder, answered any other calls and took care of alarms and yes, found time for bio breaks. (There was a guy i never met, but once a year on xmas night one of the managers alter ego long brother used to call the 800# free asking for Ted and after saying everyone on staff was on holiday, after he kept asking, is Ted there, I was slow on the uptake and figured out possibly this guy was a hoax. Later when the crew was back someone recognized my tale and ratified that Ted had a brother who called in occasionally and was drunk… I felt pity when I tried to talk sense and wish him a happy holiday but I did have to put the handset on the cradle to Ted’s brother because he wouldn’t have a logical end otherwise. Customer service everywhere is drastically remorsefully non existent but it never ceases to flabbergast me either when I am put in the same position, on defense as I was when I represented the company and treated customers so well I took home problems, and had conferences with other reps putting theories together to collaborate on resolutions; Today every call an attempt to get me to apologize (not literally in all cases) but I noticed it is common to try to promote the customer as the bad guy who just creates angst by bringing up problems and if you dare speak out of turn the phone hangs up. the manager you speak to tries to get an apology out of you for upsetting the previous rep. This is something unlike you all I don’t feel teary eyed, I manage to deal well with it but I don’t think it is healthy as a society as a whole that we ended up this radically upside down way. i where is this type of customer service going to take us 5 to 10 years forward? I hope I can stay current enough to know enough to only call when there is a bona fide issue the attending Corp did to cause us to be on the phone about the situation and not my own weakness or need to be brought up to speed, heaven forbid.
444 Richard M. I sympathize with your big dig. After they came when nothing sprouted yet in May, the ground was soft and i got an edge out of the deal. No one said they would come one day 2 months later when everything was set (too hot to be out there much then) I happened to pull up to my house just as they were scooping mother earth back to hide the evidence. Had it not been for drainage work taking place with many trucks helping me stop them from literally running from all 5 feet of me, I would never have had them put the outdoor a/c compressor back on the slap with all 4 feet on it. I can lift and move stuff like the best of them but this was not a one person job. They were so irate that I was successful in my pursuit they faked not knowing English and after persisting and insisting I need their manager to talk to me before they left, I played their bluff and made it clear this became my #1 priority this outside contractor company did call their manager who, instead of taking those 3 men and translating what i was asking them to put back as it was, trundled down on his own 5 hours later. whatever I had to do that day was lost forever. I have a small pad lock on the back fence. After reading the others blogs, guess that would be easily hopped. These storms lately would at least make it challenging. Hope you all take care. Look forward to reading more later, if I can maintain service until the next “microboom” storm or electrical fluctuation flitter. flicker, oh no..

By: Marianne

Marianne — Tue, 17 Aug 2010 08:54:37 +0000

George, I am ready to disco. Just name any date in any billing cycle and I will prove my willingness by saving the confirmation disco order number and the final bill for grins and giggles. I want to be somebody’s new customer; winters’ a coming after fall and although there are only 24 hour days, going out at night is not fun times so far, I resort to cable. I could go back to the days before cable; it was only 15 short years ago. Some high school teacher told me I needed to have it for my daughter (at the time 15). She let it go and is the proud mother of 5 delightfully well balanced no TV children and they are fun. They are not in the US. That would be unnatural to do here. But as an empty nester I am ready to pull this cord now so I’ll unite. I am spitting nails after this recent go around of storms. Stress is the silent killer and life will be shorter than the short time I have if I don’t when the glich hits again. And it always will. I worked for the competition and their new owners GE before that for 15 years. If they didn’t merely acquire the content and cared about the service the company culture would radically change and the reps who now misinform and throw gas and other natural resources on the fire would have their jobs on the line if they did everything they do all the time, I had hoped that GE would force them to go through the martial arts belt program until they were all black belts in customer care. Just say the date and I;m in.

By: Preet

Preet — Mon, 16 Aug 2010 00:34:28 +0000

I posted below a couple of days ago and neglected to leave our Comcast account number: 05163 036805-09-0.

We have been dealing with a billing issue for more than SIX MONTHS now. We live in the DC area and paid more than $200 in installation and billing fees online. We later learned that the payment had been applied to a previous address, and it has taken six different calls, two faxes, and two disconnections (including right now) and that money still hasn’t been credited to the right account.

Unlike some others, we have actually had a couple of very understanding customer service reps/collection agents. Unfortunately, these Comcast reps just haven’t followed through each of the last six times. We have been told each time that a supervisor will follow through, I have yet to hear from anyone. We, in turn, paid our bill (less the $200+ that was misapplied).

We returned home yesterday after a long trip to find the service disconnected. I shudder at the thought of navigating their customer service labyrinth because I have neither the time nor patience to explain this story to Comcast reps (no matter how reasonable they seem on the phone). Meanwhile our cable and internet are disconnected for the time being.

We are willing to take the short-term hiatus from internet at home (we have an iphone and Droid between us) and Netflix and wait for any of you (especially Comcast) is listening and can help us navigate this quickly in the name of karma, we would be much indebted.

Unfortunately, our blood pressure is rising as we type and think about having to make another call…

By: Caytie

Caytie — Sun, 15 Aug 2010 23:19:33 +0000

I am so sick of comcast and their shitty customer service! Not only are they rude but they don’t even help you! Also the quality of the signal for TV and internet suck ass! Ever since comcast took over for insight I haven’t been able to watch a full TV show without it messing up sound or visual or both. My internet keeps going off and on and makes it impossible to fill out any forms online! We need another option other than comcast and digital!! This monopolization of the utility companies and areas HAS to stop ASAP!

By: AT&T Tech Rep

AT&T Tech Rep — Sun, 15 Aug 2010 15:38:17 +0000

Hello angry customers. I am a tech support representative for AT&T. It’s time for us “abused customer reps” to strike back, or maybe, just defend ourselves.

Let me give you a true scenario that happens almost everyday on our job. You just read and tell me if you customers are doing your part:

[An agent just made a very happy customer and the agent was happy and excited to take another call/chat.]

REP: “Hello, thank you for calling AT&T Tech Support, may I please have your name and your phone number.”

CUSTOMER: First of all, instead of asking for this BS, why not just ask me what my problem is and how can you help!!!

REP: I do apologize about that ma’am, but do not worry, I will try my best to provide you with a resolution before we end this call. May I have your name please so I may address you properly?

CUST: This is Julia Campbell (NOT AN ACTUAL NAME). I am paying for your fastest internet connection but still, my internet runs f***ing slow! I called a few times and you keep telling me that this is an issue with my computer!!! I DO NOT CARE! I am paying for your service and you need to do whatever it takes to provide me with it!!!

REP: I do apologize for that Ms. Campbell, but you are in good hands with me. Let us work on your computer and try make it work faster.

CUST: NO F****ING WAY!!! Are you deaf? I told you I called many times and they had me do a lot of crazy computer stuffs only to tell me that I need to buy a new computer!!! Can’t you see it in my account! I have a long list of trouble calls there!!

REP: Sorry Ms. Campbell but the reason why I asked you for your phone number is so I can pull up your account.
CUST: PULL IT UP BY MY NAME DAMMIT!!
REP (pissed alread): I wish I can do that but we have millions of customers and I can pull up a lot of Julia Campbell if I use your name… Ms. Campbell, I am trying my best to assist you. It will be much easier to deal with your issue if you will settle down and give me your phone number.

CUST: Okay, here is my f***ing number. 2518763358.

REP: Thank you. I can see that you called a lot of times, and the usual diagnosis is your computer, and not just your browser or your internet, is running slow. They also made you run a test on speedtest.com and 2 other speed testing sites just to prove their diagnosis and the results is always perfect. Good ping, good download and upload speed. You also mentioned to them that your “husband’s computer runs fine” which further isolates the problem. They also assisted you with defragmenting your hard drive, just to extend their help. [that is out of our support and those agents are gonna get a mark-down]

CUST: STOP! You are telling me the same BS. You are not going to help me on this. YOu said you will give me a resolution instead of just BS. Bla bla @#$%^&*()#$%.. GIVE ME YOUR F***ING SUPERVISOR BECAUSE YOU SUCK AT YOUR JOB!!!

REP (did not even interrupted the dumbass): Ms. Campbell, I am sorry for all your troubles but we only provide internet service. We do not provide support for fixing or enhancing computers. You need to take your PC to a repair shop and get it fixed there.

CUST: I DON’T WANT TO LISTEN TO YOU!!! GIVE ME YOUR SUPERVISOR!

SUP: Hello Ms. Campbell, this is John, the supervisor here. My associate told me that you are having a slow computer issue. I have the long repeating list of your calls and the steps that you have taken to isolate the issue. We do apologize, but we do not fix computers. AT&T is a media provider, not a computer repair shop. I do hope that you will understand our side. However, what we can do is [interrupted by cust]

CUST: Then what the hell am I paying you for!!! When I was with Comcast, they fixed my internet issue. Now you cannot fix your internet issue???

SUP (pissed, and authorized to do drastic explanation): Ms. Campbell, this is not an internet issue. Your computer is defective. What if you have a candy store, and someone complained that he cannot eat the candy that he bought from your store because he has a dental issue and demands that you pay for his dental service so he can eat your candy?

CUST: WHAT DOES A CANDY HAS TO DO WITH YOUR COMPANY’S ISSUE. I AM SWITCHING BACK TO COMCAST!! F*** AT&T, and F*** you John!!!

SUP (super pissed): Ma’am, we are not allowed to say FU** YOU TOO, if that is what you want me to say to give you a reason to escalate me. [i heard that a sup really said this, he's from another company though]

CUST: [Hung up the phone loudly, and gave the agent a nasty exaggerated comment on the survey. Agent score failed badly, and is now subject for termination]

Surely, we are outsourced by AT&T, but we can do what non-outsource agents can do. We just have the same training and same access to everything. Those American agents are also far from your home, and so do we, except that we are a little farther. And most of all, we are only humans who are there to help you. WE do not have anything to do with our company’s screw-ups. AND come on people, don’t expect humans to show you a good attitude if you are not respecting them.

By: Preet

Preet — Sat, 14 Aug 2010 01:22:18 +0000

Unfortunately, our blood pressure is rising as we type and think about having to make another call…

By: frank

frank — Sat, 07 Aug 2010 03:58:30 +0000

when comcast offers you the customer guarantee of 20 bucks tell the take a hike. THe word is that they will give you a month credit on the account for any BS hassle with services that you have had.

Press them. Call the bluff and advise them it’s a known policy that ALL customer service agents are authorized to give 30 day credits for dis-satisfaction.