Bob and I did the first radio call in on Comcast on a cold December night two years ago. We had an all star line up on the show including Mona “The Hammer Lady” Shaw, My Damn Channel’s Harry Shearer, In January, I think it’s time to see just how much progress Comcast has made. Are they COMCASTIC? Is your Dish service DISHriffic? Let’s find out.
I am proposing we invite a few Comcast Executives to be on the radio show, which will give some of you a chance to call in and ask them questions about your Cable service, your Triple Play Package, or just to vent or rant about how good or bad you’ve been treated, over-promised or lied to.
Please blog your comments below and let me know some of the questions you want me to ask on the next radio show.
I’ll email everybody a few times in advance to let you know of the call in date for the radio show.
Remember; If you’re Fed Up with Crappy Customer Service, if it’s Smelling a lot like Customer Circus… then Talk Back until you hear back.
– bart
December 22nd, 2009 at 10:20 pm
High definition cable in Atlanta has always tiled. It is never completely resolved. Comcast does not monitor signal. You have to call in complaint. Then be at home during THEIR service hours for tech to come out. Teck says “its in the signal, nothing wrong in your house. I will turn it in for line repair”. Then either it gets a little better or remains the same. You call customer service back and are told that you need to make an appointment for a tech to come in your house and check the signal.
I have been on this merry go round over and over and over. You can go through this repeatedly. When you ask for credit, you get some pittance credit like $15 or $20 on a cable bill that is $122 per month.
Once I got so angry I told them to give me the f…ing month free or turn of the cable right now. They gave me the month free. Now Comcast is going to control NBC. Pitiful!
December 23rd, 2009 at 4:32 pm
Hello!
I saw the post and just wanted to make sure anyone here who needs assistance knows our team is here to help. Email us any time with questions or concerns. We’re here for you if you need us.
Happy Holidays!
Kind Regards,
Melissa Mendoza
Comcast Customer Connect
National Customer Operations
We_Can_Help@comcast.com
@ComcastMelissa
December 24th, 2009 at 11:19 am
This is an email that I recently sent to every Comcast executive I could find:
My name is Juanisha Darby and I am a Comcast internet customer (for now).
Recently I called in to a service representative on December 17 and asked that a payment for $141.78 be made to my account.
The representative processed two payments instead of one. The amounts show in my Comcast account and have also cleared my bank account.
I have tried using your online chat to resolve the issue as well as contacting Customer Service and asking for a supervisor. I feel it is completely unreasonable to ask that I wait 6 weeks to receive a refund for a mistake made by your representative.
I have been told that my situation has been resolved by telling me I have to wait 6 weeks for a refund. I have been told that my situation has been resolved because there has been a note made in my account that was marked urgent (I would still have to wait 6 weeks for a refund). I have been told that I may or may not be contacted today by someone who may or may not be able to resolve this situation because no one knows if the billing department is open today. I have been told that it is my responsibility to contact my bank and dispute the charge if I want a refund faster than 6 weeks. I have been repeatedly told that each and every one of Comcast’s supervisors are in a meeting with their boss and their boss’ boss. I assure you all that I have not received a refund and my problem is not resolved.
I feel if you can take my payment in a day you should give it back in the same timeframe. If for no other reason than it is 2009 it should not take 6 weeks to correct your mistake and mail me a payment when it was taken electronically. It is Christmas eve and all I want is my refund. So will one of you please help me?
********
And now that I have seen the post above from Melissa Mendoza I will be emailing her today as well.
December 25th, 2009 at 10:18 pm
Yesterday I went to the Comcast office in San Francisco on Geary street to exchange a cable box. When I got there, the store had just closed (early for the Holidays). An employee was letting out the final customer. As he was letting out the customer, he stated “We’re closed and you better not bum-rush me.” That was definitely not my intention and an extremely unprofessional comment to say, but what do you expect from a person with less than a 3rd grade education? At that moment, I just had a single question, do they have any new cable boxes, preferably with an HDMI jack. Instead of answering yes or no, the individual said he could not answer the question with the door open. He shut the door, said something I could not understand through the glass and walked away. I am fed up like all others with the terrible customer service. I have spent hours on the phone talking to people with no answers regarding spotty service. They have repeatedly refused to let me speak to a manager when on the phone and have yelled at me. Comcast is a piece of shit and now I feel better. Thanks.
December 28th, 2009 at 3:12 pm
I have tried (foolishly)to INCREASE my services with Comcast in Southeastern Michigan to include phone and internet on top of my existing cable tv services. Somehow Comcast screwed up my existing cable tv service anticipating my phone switch by killing one of my two DVRs. I am now in the Wait mode as I am expecting the comcast technician supervisor to come over to fix this for the third service visit attempt. I am also very doubtfull that they are even going to show up today to fix my DVR. I have had to cancel moving my phone and internet to them because the csr said they may screw up the DVRs again if I try to port over my phone. I fear I may have to stick with att for phone and internet and comcast for tv AND paying twice as much as I should be (un-bundled) and with intermittant services – I attempted to put all of my services with comcast, and now will await for att to offer u-verse in my area and move all of my business to them instead. I try to award comcast more business, my reward for doing so is LESS business and service – Bombastic in GP
December 29th, 2009 at 7:52 pm
We have so many issues with Comcast that it would take too long to outline the issues. We have tried to bundle the services for phone, internet and TV but had such inconsistent service with phone and internet that Comcast could never resolve that we had to go back to AT&T (formerly BellSouth) because it was affecting our abilities’ (my husband and mine) to perform our jobs.
We continue to have issues with our cable services similar to “Woody Woodward” also in Atlanta. We experience periodic “tiling” which has been proven to be issues on their end (not in our home) and service disruptions with Video On Demand not working typically on the weekends.
When technicians are scheduled for repair calls, they typically don’t show up for their appts which are always made during Comcast’s preferred hours causing us to take time off from work to meet their schedules. When technicians do show up, they tell us that the problems exist within the “central service center” (not our home).
We’ve elevated and escalated to senior management and ask Comcast to explain their Customer Credo and customer commitment. Sinc Comcast couldn’t deliver for internet and phones, we left and went to another supplier. Since we have no choice for cable, we have “tolerated” Comcast’s service and continue to demand that they deliver. This has caused many hours of continued frustration spent with customer service not knowing what they are doing because Comcast’s internal communication system is pathetic!
Since Comcast can’t explain why they continue to have service disuptions and won’t explain how they are going to ensure they are working to resolve our issues, they sent a letter to us 2 weeks ago telling us that it is no longer in Comcast’s best interest to continue providing service to us and to find another supplier. (I’d be happy to provide a copy of the letter to you).
I’d like for the executives at Comcast to explain how they can discontinue service for customers when they have been able to keep other cable providers out of our service areas thus not providing us with a choice in providers. Don’t you think if I had a choice with another cable company that I would have left on my own before now? How is it that Comcast can select customers when we have no other cable options to choose from, especially when Comcast doesn’t want to provide service because they can’t provide a quality product or service and/or don’t want to invest in the technology to ensure that they can?
December 29th, 2009 at 9:41 pm
Frustrated in Atlanta needed to include account number – it is 8220133031033406
December 30th, 2009 at 12:49 am
Listen, I am not going to steer you one way or the other but I will say this: Clear just unveiled their first and brand new 4G network (the mobile card you can download anywhere in the city, even outside) and without the commitment of the triple package, for about half the cost. If you like downloading music & movies like I do and aren’t into ‘keeping track’ of usage…. Clear has NO SPEED or DOWNLOAD caps that should sound pretty awesome. I am just a happy Clear customer that is happy to be free of the package and not forced into Qwest or Verizon. I would be happy to share with anyone where I signed up: ariesgoddess27@yahoo.com. You DON’T have to make an install appointment either, it’s all instant. They shipped mine overnight!
December 30th, 2009 at 10:20 pm
I read these posts and just shake my head ……. we have had NOTHING but problems with the bills since we started this service in May …… mess up after mess up and insistence of payments for amounts NOT CORRECT ………. then turn off of digital service after making a disputed payment and waiting for the CREDITS TO HIT … and still a messed up bill that overcharges us EVERY MONTH … and we have done the ON+LINE Customer service dance …. time after time after time ….. the last time took 5 hours total and ALL issues were supposed to be resolved …… on line payment made …. and a week later our digital cable was SHUT DOWN on the 8th of December ……….. the account belongs to my daughter who has a chronic illness and this stress is hard on her – I tried to help get it fixed ……and the ROBOT CSR kept saying you MAY have to bring current the past due to get service reinstated …. and I would repeat back to her there IS NO ACTUAL PAST DUE … there are credits applied ….. she says …… well they won’t post until the next billing cycle …….. I ask when is that she says some date I can’t remember right now ….. but it is on the transcript ….. I say BUT THERE IS NO ACTUAL AMOUNT DUE ………. and we HAVE NO SERVICE and she just repeats I MAY HAVE to bring the past due amount current ….. but I say … there is no ACTUAL PAST DUE …….. and I most certainly won’t let my daughter PAY MORE when there IS NO SERVICE ………. this went on for about 45 minutes and I gave up because she said … well HAVE THE ACCOUNT HOLDER CONTACT US …. ARRrrrrrrgggHHHHH!!!! My daughter has been ill for the last 2 weeks and unable to fight with these people ….. and tonight a Service person shows up at the door looking to collect the boxes ……… DOUBLE Arrrgggghhhhh!!! So tomorrow if she is able, my daughter will once again try and DANCE WITH THE CABLE DEVIL COMCAST …. that should be good for another round of HEARTBURN and Hair Pulling!!!
January 2nd, 2010 at 3:15 pm
Comcast will not honor its original price quote we recieved when we signed up for services. Equipment we first recieved was horrible. Noone informed us that there would be a hook up fee of $100. Noone never calls me back, even when a supervisor promises to they don’t. I have to call at least once a week and at least 4-6 times a month because they still haven’t fixed our bill. Noone will fix our problem. I hate comcast and wished I had never left my loyal satellite provider of six year for this horrible horrible company. It has been two months of HELL . . . pure HELL. Comcast must fix this now!!!
January 3rd, 2010 at 6:52 pm
Comcast that land of no support. 4 calls to CS for a simple wireless router order and they insist that I drive 30 miles to their “local” service center. HMMMM Just like ATT i will leave you “comcast” once verizon LTE gets going as their panels are being installed last week. Their service may be a little slower and more expensive but they still have SERVICE
January 3rd, 2010 at 9:18 pm
my free notebook that was promised comcast?
January 4th, 2010 at 9:08 am
Comcast just had a big outage in DC at around 11:00 on New Year’s Eve. We had people over and while watching the festivities on TV, tour cable service went out. Within 90 minutes the Comcast truck was in the neighborhood looking for the trouble.
The following morning when we turned on the TV to watch the Bowl games, and still no service. On Sunday, Jan. 3rd at 6 pm, service was still not restored, and Comcast had no ETR (Est. Time of Restoral) on the fixing it. That was after 67 hours Comcast had to determine (and fix) the problem. The last call last night we were told “it was still an undetermined service issue.”
We can’t wait for Verizon FiOS to be available in out area and crush Comcast’s revenue stream.
We suspect Comcast’s next outage will occur on Super Bowl Sunday.
January 4th, 2010 at 1:11 pm
No, it hasn’t improved. I just got back from dropping off a cable box for my elderly and disabled mother-in-law from her old residence, and requesting a new (basic SD) box for her new location (Nursing Home).
Not only did the customer service rep state that she had to be there to switch out boxes (she’s elderly and disabled!), but when I complained that Comcast is difficult to work with and does not listen to it’s customers, he sarcastically replied “That’s your opinion”. I simply walked out. The irony being, he wouldn’t even listen to ‘my opinion’ as a customer, which is just more evidence that they not only *don’t* listen, but that Comcast doesn’t care how their employees treat customers.
I wish that employee would be reprimanded for his attitude, but I’m sure that there is no one at Comcast willing to listen to customer complaints. They probably don’t even have a feasible feedback system. I’m sure complaints are filtered and the complainers service is degraded.
Having been a triple play customer, each contact I have with their front line encourages me to cancel whatever service I can do without. I will try to influcence my condo board to drop Comcast altogether every chance I get. And I won’t be paying for any additional service. Yes, my self respect and dignity is worth more than dealing with a crappy and rude company like Comcast. This rude customer service rep costs Comcast $$. Directly and indirectly. Too bad they will never figure it out.
Write to congress, Cable TV and broadband connectivity should fall under the jurisdiction of the FCC just like broadcast TV and telephones.
January 4th, 2010 at 7:09 pm
While my problems with Comcast go back much earlier, let’s focus on just the past month. We have noticed that the picture quality (resolution) seems to vary between very good to, as is more often the case, less than desirable. It tends to vary widely with the same movie which might look good one day but not the next. Also, the HD movie channels have sound but no picture and some other channels had issues. After Thanksgiving we had a technician come out to inspect the signal. It should be noted that the repair technicians have all been unfailingly polite. He inspected the wiring in the unit, checked the signal, but in the end concluded that there wasn’t much he could do at that time.
About two weeks ago, we were watching the cable news in the morning, but when we came home, there was no signal at all to our modem (no internet or cable). Once again we appealed to Comcast for help, and were given the standard tag line of the “two hour window” for a technician. I explained that our wiring was just checked and that given the sudden outage, I was willing to wager that the problem was outside (we’ve seen this same scenario before) and rather than having to take time off from work to meet them, I asked that they check their records to see if there was a service call to our condo complex in the last 24 hours. They said they could not check the records and insisted that we had to be there for the technician to get inside to check our cabling. After arguing our point, which fell on deaf ears, we requested that they ask the technician to call us when they had a more definite time of arrival (30 minutes notice was all we requested) so we could try to take care of other things. Once again a long argument about how the service rep on the phone “was not going to guarantee a call” when the reality was we just wanted a note in the record. If the technician did not call us we couldn’t or wouldn’t hold the service rep accountable. The service rep finally relented. The technician DID call to let us know he was on his way and after arriving, BEFORE even coming in to the unit, he went to check the wiring outside the building and (isn’t this a shock?) found that OUR wiring was disconnected. It appeared that another Comcast technician had made a mistake given that he found a tag with the wrong building/unit number attached to OUR cable. He re-connected us and problem solved. We left town for the holidays thinking that we at least that our only misery was crowded airports and shopping malls.
I realize that Comcast has policies but there is a point where common sense, not to mention the courtesy of listening to customers, needs to be followed. This is not the first time I’ve had downright rude, inattentive customer service reps when dealing with Comcast. I called several months ago to complain about the picture quality and the rep actually had the nerve to say “well the picture looks great in my house”. ARE YOU KIDDING ME?
If I thought that it ended there, I probably would consider myself lucky, I called a couple of days ago to request another service call (same problem with the HD movie channels again). This would be the 3rd service call in a month. At the same time, I mentioned that I would be talking to the billing department about an adjustment (credit) to the bill once we resolved the service problems. At this time we have an outstanding balance but given the problems of the past month we felt at the very least we deserved a credit for the past bill or on a future bill. I asked the service rep if before we scheduled a technician they could try shutting off the service remotely and turning them back on over the phone. Once again a long argument with a rep who insisted that they couldn’t do anything when in fact on previous occasions, that was the FIRST thing that they would do. Finally convinced her to try resetting the service from her end and told her I would let her know if it made a difference when we came home that evening. Unfortunately, we didn’t see any change when we tried the set that evening.
Had another spirited phone call when today when I called back to schedule a service call. I was told that we would have to pay the outstanding balance before the service call. Finally convinced the service rep to schedule the technician first then I would talk to the billing department about how much of a credit we would receive. I think what most annoys me is that I’m a consultant and every hour I take off to deal with these problems, I’m losing money — a point lost on Comcast. We finally arranged an appointment (you guessed it, New Year’s Day) and right before I get off the phone the service rep says “well I see you already have a promise to pay arrangement” to which I said huh? She then informed me that I made arrangements to pay such and such amount by a certain date and it was in the record by the service rep I spoke to the day before. I explained that I never made any arrangements, we never even discussed my bill the day before, and I certainly made no promise given the issues were were having. (I almost always use the automated bill pay over the phone for payments). When I told her that this was incorrect she rudely insisted that I had made arrangements and they had the recording to prove it, At that time I insisted that she play back the “quality control” recording of the conversation but of course she said that couldn’t be done. End of conversation.
New Year’s eve rolls around and my girlfriend and I are wanting to meet friends out of town for the holiday weekend but we have the looming service call with Comcast on the following day. Having my suspicions about the operator and whether the service was reset as instructed, I decided to give Comcast service a call to try while I was on the phone. The nice gentleman (for once) agreed to reset the service. The converter box went dead and then lights came back on and viola! — we have picture and sound on all stations including the HD movie channels. I thanked him, canceled the service call for New Year’s Day, and noted that we would contact Comcast on Monday to discuss our bill (primarily what they would be doing for us). Coincidence or did the service rep never actually reset the service earlier in the week? Draw your own conclusions.
THESE PEOPLE HAVE NO MORAL CHARACTER. Now it seems that they have imaginary records of conversations. I should mention that the details of one of the service calls (the disconnected wiring) were conveniently absent from my service record which I found strange.
The problem with Comcast is that they want to offer bistro service at five star prices. I’ve complained about their lack of HD programming for the past year. Only a handful of HD channels (ON DEMAND does not count) compared to SD programming. Yet they only add the HD package on the SD package so you end up paying for all the SD channels, which are of no use on HD sets. To add insult to injury from the interruptions of our already inadequate service, we have to endure rude behavior.
January 6th, 2010 at 8:38 am
I have a business related issue with Comcast. I am new to my position and trying to get ANYWHERE with Comcast is impossible. A request for a new contract with them was mad in May 2009. It is now Jan 6, 2010 and I still dont have it. As a business, I have 2 separate accounts and nobody can tell me why. All I get is “We’ll look into it and get back to you. My predicessor spent over a year trying to fix the account as we were being charged at a residential rate for YEARS and was told they would look into giving us a refund and am still waiting on that. The person handling my account-Denise doesn’t return calls and her Supervisor takes a week to also return calls and again a promise to get back to me and then nothing. If anyone has names or numbers of corporate people that have been helpful in the past, or other webiste I can post my complaints-please let me know. I am so frustrated with all of this. Whatever happened to customer service?
January 8th, 2010 at 5:37 pm
We picked up a new HDTV for a bedroom in late December. On the 19th of December I spent 2.5 hours in line at the Comcast store to change the DVR for an HD DVR. Reminder, that was 12/19. We finally got it working right on Saturday 1/2. Between those dates we had 5 visits from their techs, one more when they didn’t show up, 5 different DVR boxes, 2 remotes, 3 cables, too many calls to them and their annoying voicemail with Ben Stein to remember.
We did get some credit to the next bill but if you do it right the first time (or 2nd or 3rd) we are not without the service as long and there’s no need for a credit.
January 11th, 2010 at 12:22 pm
I am disappointed and frustrated with the Comcast customer service and the process of reconciliation.
In October 2009 my husband canceled his digital voice service and deposited the module at our local Comcast location.
It is now mid January and he has called customer service a total of 5 times, each time waiting 15-20 minutes to speak with someone only to have that person tell him the same thing… we are sorry we keep billing you for the service and we will adjust the invoice. For Oct-Jan, Comcast owes me for paying for a service I do not have.
The final call to customer service was made when I refused to pay the December bill and my account showed as late. We have been waiting for a reimbursement from Comcast for the past three months.
I was hoping I’d get a call from someone who could make something happen… but no call came so my husband called again. This time someone was sent out to our home to verify that we weren’t still using the module (really, shouldn’t there be another way to check this…) and gave us a copy of his visit and findings. No one called to follow up so called again. This time we were told that we had to go to the location and present this paper to them before we could get our account fixed. My husband was assured that the location was open on Saturday.
So as lemmings, we both went to the Comcast location on Saturday morning and they were closed. The entire day. Their hours posted on the door didn’t have hours for Saturday.
As a company who promotes the speed of their product… My husband and I both agree that no matter how fast it is there is a higher importance on being treated better.
I am disappointed with the overall treatment we have received as a tenured customer. We have all three services under Comcast. Well, we had. I am now seriously looking for another alternative.
I reminds me of the current events of the recent airline bomber in which the President mentioned that we had all the information but we just couldn’t put it together.
Because this is my money and my choice where and who to spend it on I think they should be doing a better job with the information they have.
I feel like an unpaid employee instead of a customer.
January 11th, 2010 at 9:27 pm
I was pleasantly surprised that my second technician fixed the problem that Comcast themselves screwed up with my second DVR when I had attempted to bundle my services with comcast to include phone, internet on top of my existing cable and DVRs. Well at least they restored my service to how it was originally, I do not have confidence in going all-in with them yet as I have heard my facebook and other friend’s horror stories. Upon getting my new bill, turns out comcast needed to charge me even more for an additional outlet they had neglected to charge for earlier – I stated my case to Forest in Customer Service in Southeast Michigan. I was upset to be getting charged over $140 for my cable with no premium channels and he was so helpful and articulate that I was turned back into a pleased customer (albeit still only with cable) when he had suggested a more cost efficient package saving me 45% for a year’s worth of cable. At least he made the effort to keep me sold for another year. Issue resolved – at least for a year until I decide to try to bundle again. – Un-bundled Comcastic (formerly Bombastic) in GP
January 20th, 2010 at 8:14 pm
Hell NO!!!!! I went through a nightmare experience with Comcast back in August, when my cable wire was ripped from the street pole (for the 2nd time as it was improperly repaired a week earlier) and watched with great interest, all the commercials citing their new “customer service” guarantee. Well, low and behold the wire was again ripped from the street pole, and the pole in my backyard at 5:15 on Friday the Jan 14. I immediately spoke to the lovely Comcast woman who assured me that a tech would be out immediately–anytime day or night–and if they were unable to resove the problem that night, I’d be the first appointment in the morning. By 10:00 Sat. morning, 1/15 I had not heard anything and called to investigate. After remaining on my cell phone for 35 minutes 45 seconds, and speaking to 2 individuals (one who identified himself as a supervisor) I was given a ticket number and assured a tech was on his way with the necessary bucket truck and multiple techs. Then within the hour someone showed up in my yard to access the situation and confirm the need for aforementioned equipment. He left after seeing the problem saying he would return shortly with a bucket truck/help….When no one appeared by 1:00 I phoned again, spoke with another person apologizing effusively, given another ticket number and assurances that the equipment/personnel would be there by 3:00 pm…3:15 I called again, received more apologies, a minor $20 credit…and told I would hear from someone giving me a time for the tech’s arrival. (This call eclipsed another 20 minutes of cell time) I then got 2 calls citing the tech’s delay of 2 hours and was assured I was next….5:38 pm Chris the aforementioned supervisor, called reiterated the above info, I specifically asked whether the promised tech would have the bucket truck and additional help and was assured once again that he would have whatever was needed to fix my service…5:49, over 24 hours later, a tech showed up in a small pick-up truck, alone, stating he was never informed he needed the bucket truck/help…at this point I attempted to call Chris back at the number he called from, and was unable to locate him spending another 15 minutes on my cell…the tech called for help and the job finally was completed at 7:57 pm after help and a bucket truck was brought on site!
My cell phone was now dead, and my day shot, I was livid and wrote to the customer relations person, Rick Germano, and have yet to receive a reply e-mail!
They are wasting money on their advertising campaign, since the service is still in complete and utter disarray! Why when a customer gives the exact nature of their outage problem and thus knows the necessary repair equipment, does it require someone to come and take a look to give the same information some 12 hours after the problem arose….why wasn’t a customer who called the previous evening moved to the first job of the day?…why wasn’t any of the information given to the customer reps relayed to the supervisor at the repair company? Why can’t a service caller be assigned a single customer relations person to handle their service call to completion–thus assuring that the proper information is disseminated the technicians???? Lastly, why can’t Comcast run their own repair department when they charge me almost $200 a month????
I have endured the last service fiasco with Comcast and if I ever need to call for service in the future I will immediately call Verizon to replace Comcast as I’m unwilling to be harassed and harangued by their horrific service people again!
January 20th, 2010 at 8:38 pm
I actually worked for comcast (note the past tense) and was a supervisor there. The main problem is that there is NO communication and/or widespread organization. one department takes care of one thing and another department takes care of another. The right hand very rarely knows what the left hand was doing. Agents were trained for 2 weeks and then stuck on the phone to learn as they go.
I worked in an outsourced call center in Texas (which irritated a lot of customers to begin with) but furthermore, our call center was in a part of Texas in which Comcast isnt even offered. haha. so when you call in saying how many problems you are having, its hard to be empathetic when our cable was working just fine with our local company. (and i’m so sorry. not meaning this to be rude at all, but hopefully this will clear up why it seems like the agent on the other end doesnt care. its probably becuase they dont
…sorry again)
Here’s the kicker: I worked there for 4 months before I was “promoted” (with no actual pay raise) to “supervisor” status, basically meaning a team that was there just to take escelations (a.k.a. Pissed Off Customers) who want to speak to a “supervisor”. I AM 19 YEARS OLD. If I call in anywhere and ask to speak to a supervisor becuase I’m THAT pissed off, I want to talk to someone a little closer to my mothers age. I wouldn’t even take a 19 year old seriously as a “supervisor” at McDonald’s.
Needless to say, if it strikes a 19 year old as being problematic and rediculous? There’s an issue.
January 20th, 2010 at 9:01 pm
………..Oh and as far as frustrations with Comcast Policy? I agree..none of the policies make a whole lot of sense and, in working for the devil, it sucked being placed in a position where we were FORCED to uphold them. and when i say FORCED i dont mean they say “do this or you lose your job”…no no no…I mean they take away any other options from employees just so they get their way. When a customer would ask me to do something, even as a supervisor, most of the time I was forced to say “i’m sorry, I dont have the ability to do that”….AND IT WASNT A LINE. Trust me, I had no reason not to WANT to help! I was extremely limited as to what the stupid (<—- as opposed to all of the other words that fit oh so well) would LET us do! There is no excuse for rudeness at all and, to anyone who got a rude and inconsiderate rep on the phone, I apologize. But most of the time the issue goes WAAAAAY beyond them. Beyond the call centers entirely!
January 22nd, 2010 at 2:53 pm
Somewhere in another post somebody mentioned the notion of allowing the FCC to step in and regulate Internet Service Providers such as Comcast. This is a great idea, especially when you consider the fact Comcast clearly has no clue about the fact their role in society is rapidly changing. No longer is the notion of having a data pipe into one’s home a simple matter of elective entertainment (i.e. cable TV) or casually “surfing the web.” In many cases, these data pipes have surpassed the role of the traditional telephone in terms of being a pipeline to safety (e.g. e911 service) and an important communications channel.
As our society continues to rely more and more on technology, I believe we should be holding the companies that provide the connectivity to an appropriate standard. In many respects, people’s safety and livelihood will depend on it.
Nobody likes the notion of regulation, but when left to its own devices and the dynamics of an unregulated marketplace, companies like Comcast will behave exactly as described within this site and countless other places where people express their frustrations.
January 27th, 2010 at 10:46 am
I am having an ongoing problem with my cable tv service whenever it rains. Shortly after the rain begins, I, as well as my neighbors, lose cable tv. I have contacted Comcast and they tell me that they can make a service call in 2-3 days.
Hours (sometimes as many as 12) after the rain ends, television service is restored. Each time I place a service call, and each time a technician makes a service call to my house, I tell them the circumstances and suggest that it is probably a short somewhere in the line. Of course, at this point, the television is working, so the call is closed and the technician goes on his way, doing nothing.
Once again, I lost television service earlier this week during a rain storm, and as usual, Comcast set up a service call for two days later when the rain had stopped, and the problem had gone away…….until the next storm……..
January 28th, 2010 at 11:32 am
just ordered comcast – and after two scheduled install attempts, they have not been able to bring a HDMI receiver for installation. Rather than bring the equipment I need to hook their service up to my television, they want me to drive to some office location and pick up a HDMI receiver – since they couldn’t coordinate with their installer to have them resolve this.
Certainly I can go pick something up, but why not make a simple phone call to their installer? Why place the technical burden of finding the right equipment directly upon their customer? Doesn’t that make the support and process more expensive for everyone involved?
Maybe I should be rethinking my decision to hook up with this company?
January 28th, 2010 at 8:31 pm
Randy its the same as when a tech carries in a 10year old beat to crap digital box, wharehouse gives us what wharehouse is given from managment, when they feel more worried about their books and bonuses they stop ordering stuff and reissue junk. Ofcourse then they turn around and complain at us about the sudden increase in gobacks and repeats.
Right now my area has a problem reissuing the old big giant black digital boxes, half fail within days, no to mention is INcompatible with tv caller id. That model DCT2000 has been put on the end of life list like 5 times but yet they stash them away and use them whenever they feel its time for “Customer First” lol that hole campaign was a joke as well. For every ad and slogon they put out they made 2 discisions for policy, stock, or sceduling that did the complete opposite. Its so bad now I dont even worry about the contractors, I been bagging inhouse techs with the workmanship code when I close workorders out. Its not hard to understand why either.
When you take a job and break down a route, your given max 1hour. That includes travel, activation/provisioning, using these crappy PDA’s that rarely work right, a full meter scan and filecreation/save that we have to do now that takes almost 10 minutes, these guys are left with about 20 minutes to physically do a job. Let me give you a real scenario.
Where I work average drive 15mins(best case). Meter scan 10 mins, 10-20 mins on PDA depending if I need to provision phone/internet(best case scenario without service issues/crashes; add another 10 mins if it needs a reboot) Add that up 35-65 minutes and I havent even touched the job yet, troubleshoot where the signal break down is, replace outlets, outside drop cable, put in maintenance tickets if needed(also done on PDA 5-10 mins for that). Strange that realworld breakdown shows us no way to do a job per hour every hour if I need 1 hour just to get there and do the side tasks, but yet corporate always has some bullshit study saying they alot us MORE time than actually needed. The DREAMBIG campaign is the only one that was truthful, cause these guys dream so big reality is a myth.
February 1st, 2010 at 9:47 pm
For 6 moths I paid my bill and no servace I finaly git fedup told them to fix it and thay sent yet another guy out who did nothing…the next bill came with a $38 charge for the guy coming out and NOT fixing it..Told comcast I wont pay till it’s fixed thay shut it off sent the bill to collection for 3x’s the amount I owed…How can you owe for a servace you never had?…This is B.S.
February 8th, 2010 at 12:29 am
If y’all will read the post I put from Jan 20th, thats what I’m talking about. You say “i called in again” but the point is, there is no communication between Comcast and the people taking your calls. They are told what to say and are FIRED IMMEDIATELY if they say the wrong thing or say anything that makes comcast look bad. I’m telling you… go to Dish or Direct TV! To get anything done you have to call in and ask for the supervisor’s supervisor and no customer should have to do that…EVER! And as far as the billing goes, I promise, when they say “its an automatic charge” or “the computer does that” they arent lying… There is little to no control over billing over the phone other than issuing little $20 credits here and there.
February 8th, 2010 at 11:24 pm
We left Comcast approximately 6 weeks ago. We went to DirecTV and have had no problems. It’s amazing how much more professional they are. I am writing to tell all of you that we hestiated for years about switching from Comcast because we had a fear of the “satellite dish” and didn’t want to take a chance of losing service in severe weather. We haven’t lost service EVER and we’ve had severe weather! We also hesitated on making a switch because we didn’t want a dish on our house….well, that’s a small price to pay when we have un-interrupted TV service at all times.
In the past week, 3 of our neighbors have contacted us (unsolicited) to ask about our satisfaction with our satellite provider (they either saw the DirecTV truck when we switched our heard us talk about it) and are so fed up with their pathetic services with Comcast that they are most likely leaving Comcast too.
You’d think after all this time, Comcast would invest just a bit of their advertising dollars in upgrading their services instead of focusing on TV commercials and acqusitions. Didn’t they learn in Marketing 101 that it’s more expensive to recruit new customers than to retain the ones you have?
I know change is difficult but it’s worth the lack of headache and stress Comcast causes you (and you pay them for that grief)!
February 9th, 2010 at 4:12 pm
We’ve been Comcast customers for 17 years and are fed up. If we did not have 5 TVs, I would have switched to DishTV a long time ago. We have an HD box that has not allowed us to receive ON DEMAND since I picked it up and several months have passed with Comcast pinging it and then telling me the box was faulty so I finally unhooked it all and took it to them yesterday. They then informed me it wasn’t the box as they previously told me, it was the wiring at my house. Scheduled someone to show up between 11-2 and at 2:35, still no repairman. I called and raved and ranted and got the stupid $20 credit on their new “no show” guarantee. A stuttering call center guy let me know I was still set up for the repairman and he had till 7PM tonight to show. The call center guy even made up things to say why the repairman didn’t come or call. Why do I have to sit at home for 8 hours for Comcast’s great customer service???? And to top it off, last week the wind blew really hard here and I had digital camo frozen pictures on 75% of the channels and a sketchy intermittent internet connection. So the commercials about satellite going out in weather situations and Comcast not EVER doing that is a crock. If no one shows by 7PM tonight, I’ll bite the bullet and pay DishTV the extra $$$ for that hookup on that 5th TV just to escape being mad all the time at things Comcast is apparently never going to fix.
March 19th, 2010 at 12:42 am
I’m writing this blog while I am on hold at Comcast service – going on 15 minutes now.
Two DVR Motorola boxes and three service calls and the damn thing still doesn’t work.
If I get through this will be my third service call and third box.
I asked for a refund on this broken box, and the lady says she will credit me 4 months on this box.
I’m just finishing up a phone conversation with an arrogant technician.
Her solution is that I switch out to a digital box without DVR.
What the H— I paid for this service to get DVR.
This whole episode took more that a half hour just to schedule another appt.
She read back the notes of the service call this morning and the repairman says he was hear to educate me on how to use the box. What a bunch of numb nuts.
March 21st, 2010 at 10:01 pm
I am writing this after speaking several times with Comcast Customer Service. I started at 3 pm this afternoon and just now got off the phons at 9:35 pm. I have had it! This last call was some comfort. I actually got a rep (Megan) with a brain.
First complaint:
No consistancy in billing amounts. Every month it is different even though I do not purchase any add on services like OnDemand. Every two months for the last year I have to spend 3 to 6 hours on the phone with customer service to resolve billing issues. I have Comcast on auto pay from by bank to them. In Dec and Feb they REJECTED my auto pays! Then charged me lates fees upon late fee (they call Administrative Fees).
Second complaint: Comcast does not follow standard accounting practices. Example: Late Fees (Administrative Fees) are on a 38 day billing cycle. If you have a past due amount from January bill and you pay the Jan past due amount with your Feb bill in full by the Feb due day, you will see a Late Fee (Administrative Fee) on your March bill. That late fee is for the Jan past due amount because the fee is on a 38 day posting cycle and not the 30/31 day accounting cycle. I end up having to drive to the nearest $1 Red Box to rent a movie because Comcast froze my ability to rent pay for view due to and outstanding amount of $30. An amount I did not know existed because I was supposed to have paid my account to a Zero Balance 2 weeks earlier. It seems the rep didn’t give me the correct amount owed on a Bill I never received. So Comcast froze my account. If I am going to have to drive to the Red Box everytime I want to see a current movie….what do I have Comcast for????????? Where is the convience???????
Third complaint: Bills do not show the service levels you purchased. I have Digital Triple Play for 129.99 + per month. No where on the bill does it tell me which channels I receive, the speed of the internet service I get and which phone package I have. The package names on the bill are not the same used on the web site. I wouldn’t know what to upgrade to even if I wanted to.
Forth Complaint: Comcast Corporate does not have an escalation process from customer service to Corporate Level.
I am tired of being nickeled and dimed to death. I am tired of paying for HD Enhanced when a 2/3′s of the channels are dupicates of each other. I am tired of being charged an $8 late fee for another $8 lated because it is on a 38 day billing cycle. This is Fraud. I have being dealing with this consistantly for a year now. It is only getting worse. I am either going to drop home phone, and lower our internet and cable packages or move to AT&T. AT&T is sending a rep to my house on Tuesday. How much worse can they be??
March 22nd, 2010 at 5:30 pm
Let’s recap:
1. I WAS WITHOUT SERVICE FOR 5 DAYS AFTER TECH LEFT MY HOME
2. FIRST DAY waitedfor a technical support; 45 minutes late the first day, Tech left job with inconsistancies
SECOND DAY NO TECH SHOWED AS I WAITED FOR APPOINTMENT 5 hours
THIRD AND FOURTH DAY NOTHING
FIFTH DAY LEFT MY JOB TWICE to waited another 3 to 5 hours as I was told the tech would wait for me this time.
3. Approximately 15 to17 hours of my primetime (I pay)cellular minutes to get transferred and repeating my concerns endlessly and although they take preliminary information prior to conversation it never crosses their mind to call you back when the line drops and they refer you to another department……Clueless
4. Countless missed messages as I had no landline for five days.
5. The amount of stressed related to this can not be measured!!!!!!!!!!!!!!!
FINALLY I GET SERVICE
6. Faster Internet HA HA I left a 6 download for a 3 I DON’T THINK SO
7. I wrote Brian Robert office – no response
STILL MY ISSUES ARE NOT RESOLVE!! BUT THE BILLINGS DEPARTMENT IS ON TOP OF THINGS!!!!
March 27th, 2010 at 10:16 pm
In my area, Comcast is a monopoly. Isn’t that against federal regulations?
I, much like other people on this website, have had numerous billing issues with Comcast over the last several years. Back in June, I moved and was charged over 300 dollars in installation fees. This made no sense to me as I hooked it all up myself and the technician made one phone call. He also complained about the address and the directions to the address and asked if he could use my bathroom.
A few months later, I requested a cablecard for my tivo, not knowing they would treat it as a separate connection and charge me 6.95 (as opposed to the 1.50 everyone else claims – their response was that the charges were different everywhere). When I received that first bill, I noticed all of these unusual charges, including one for Canales Selecto – a Hispanic channel package…I am not Hispanic.
I would also agree that the bill charges are inconsistent and whenever you call them up to ask why, they have to put you on hold to speak to a supervisor to figure it out themselves. What kind of company charges people and doesn’t know what they’re charging?
Finally, to this digital migration business. I have one other tivo in my bedroom that apparently needed a cablecard before the switch over to encrypted digital channels. I contacted them via their online chat to inquire if I was going to have to pay another 6.95 a month for another cablecard. Well, apparently that tech didn’t like what I had to say because for no reason at all, I lost my internet connection. Another 30 minutes lost trying to get them to reactivate it.
Now, I was pleased with the response that I could trade my HD box for a cablecard at no extra cost but I wondered, why didnt they offer that deal to me when I wanted the first cablecard?
Another thing that really bothers me are these promotional deals. Why is it that they can offer a basic $99 triple play deal with a $200 Amazon gift card but when it comes to renewing a similar deal, they cannot? Why is it that I can only get the HD package for $119.00 but not the $99. They say it is because its not available in my area. I would understand if they said HD channels were not available but the basic package? They don’t even inform you in advance when your current deal is going to expire, leaving quite a surprise when it comes time to open up the bill.
March 27th, 2010 at 10:28 pm
Good day fellow fed up with Comcast customers, and former customers.
I have had enough of the behind the scenes ways that Comcast and now this Xfinity is doing to a) get more money b) force customers to use their equipment c) avoid lawsuits.
First off I had a $99/month plan that served my needs and gave me internet, tv, and phone service. All was well until the end of the year, when my bill was increased $60, I called to renew my plan and was told my only option was to get their “Everyday Low Price” bundle for $129.99, well what they don’t tell you is you pay $1.99 for this change, and then there is another $25 of voice equipment charges, taxes, fees, and other “services” that they add.
Now onto this Digital Migration business. I have two tivos, and have had no problem using them to view all Comcast’s channels, until two days ago. From my understanding Comcast encrypted the channels forcing you to either use their dvr, digital box, digital adapter, or their cable card. Fine, I go online and find out that I can get a self-install kit at my local office, so I go down there the next day and they look at me like I have 5 heads, they didn’t know what a cable card was and said they didn’t have self-install kits for anything. I had to set up an appointment for 6 days from now (while I’m still paying for all these channels that I cannot watch), so that I can pay $16.00 to have a technician come over and do something that I’m fully capable doing – in addition, I’m going to have to pay an additional $14 a month for these cards, bringing comcast’s monthly intake to $165. All for something that I didn’t ask for, and don’t need.
On top of this all, you can never depend on the Comcast bill, it changes all the time. They force you to choose services and plans that are over priced, and include channels and services that I don’t use and don’t need. Comcast is a monopoly, a bully, and are not interested in helping their customers at all.
March 28th, 2010 at 7:26 am
Comcast has lost its ever freaking mind this time. I just got a notice that they are doing 250gig a month caps on internet usage. They even try to sell this crap as a service for me since I can see my internet usage now. I do not want to give a frack about how much I use the internet. This company makes a ton of money since they have a monopoly. I am outraged by this and am going to start looking at alternative internet access. I am going to vote with me feet. This is a back door way to keep you from watching TV over the internet. All I can say is Comcast SUCKS!!!!!!!!
March 30th, 2010 at 12:44 pm
During the wind and rainstorms of the past month in the northeast US, I was without service for 5 consecutive days. During the outage I called Comcast, via cell phone, on 4 occasions to make status inquiries and to be certain that I wouldn’t be charged for service while the outage continued. I was told by 4 separate “service reps” that the credit would be automatically included on my next monthly bill. In March the next monthly bill arrived without the promised automatic credit. I, once agin, called “customer service” and spoke with a rep named Milton who told me that outage credits were NOT automatically included and that since I called he would process a credit for 5 days ($6.50/day x 5= $32.50). I reveiwed my bill yesterday and he had processed a credit for only $19.00 instead of the full $32.50. I now made a 6th call and the “customer service” rep agreed to process the additional $15.00 credit.
6 calls later and the issue appears to be resolved. However, I did learn that Comcast will continue to charge you for service even during an outage UNLESS you call and request the appropriate credit. During the outage 300,000 homes were without power, many of which were Comcast customers. Because most people are too busy or forget to call Comcast will get away for billing those customers for a significant period of time that those very same customers were actually without service. To my way of thinking there is no worse service company on the planet than Comcast. The telephone reps are poorly trained and uninformed and that is only if you can understand their thick foreign accents. It seems that most calls get answered in Asia, judging from the accent.
April 1st, 2010 at 4:58 pm
We moved in January of 2010 and today is April 1st. I have had to put yet another call into Comcast for crappy service. I am 6 1/2 months pregnant and need the internet for work or we would have switched to dish long ago. I am trying to locate a number for the corporate office to see if THAT perchance would get someone’s attention when I ran across this site on wikipedia. Any help would be appreciated!
April 4th, 2010 at 9:38 pm
i worked for comcast for a number of years and was laid off i agree the csr’s they have now are so cold and indifferent than it use to be. when i first went to work for them the customer was first not anymore, i always tried to treat my customer like i would like to be treated but unforunatley they get rid of people like me and its a shame customers are treated the way they are treated no, they need to turn around and go back to a local call center and customer service their business depends on customers and competion is building and if they don’t change they will be losing their business its sad when money is the object and customer service is not.
April 5th, 2010 at 3:26 pm
I wish I had done my research before deciding to sign up for Comcast Cable internet service.
I’m a new customer, and after 2 1/2 weeks, I have yet to have consistent internet service. I’ve spoken/live chatted with 8 or 9 (I’ve now lost count) customer service agents, and have had 5 onsite technicians come by on 3 separate occasions, none of whom have been able to help solve the problem. My requests to speak with management have been ignored, and when asked to provide a corporate contact phone number/email, I’ve been told that there isn’t one available. I find it hard to believe that Comcast Customer Service agents and their respective managers have no contact with anyone in their company outside of their own departments.
To add insult to injury, I also ordered a “free” wireless router to rent from Comcast (which cost me 10 bucks in shipping) back on March 19. It just arrived as I was typing this.
Anyone have corporate contact information, or had luck with the BBB?
April 8th, 2010 at 10:00 am
To Tired and Frustrated: Comcast Contact Info: Executive Assistant to the President of Comcast
Attention: Miss Lucille Fatil
1500 Market Street
Philadelphia, PA 19102
April 10th, 2010 at 11:00 pm
memyselfandi is right, they had been making changes for servicefirst years ago. Built new call centers to keep things as local as possible or atleast in the US, untill they saw record profits 1st quarter 2009. they started goign back heavily on outsources more and more each quarter since, and merging the true comcast callcenters together and in some cases 3 into 1 and pretty much told all the csr’s “move, take long commutes, or hit the road” I did a job for a csr about 3months or so ago and he said it so shitty in there now that if they broke 6minutes on the phone a manager would be charging out to rip them a new one. even in 4th quarter with the nbc deal through all the BS layoffs and rate hikes they still managed something like 200mill profit(not revenue, profit). They use the economy as a way to bully the employees. as far as layoffs go the callcenters had it easy. If your in the field they dont do layoffs, they follow you around and audit you untill they find something they can consider a “code of ethics” or “business violation” and outright fire you. I fell victim to that. No warning, no retraining effort, just after 3.5+ years(including contracting) of perfect service, highly raved about from customers and coworkers, looked up to by new hires, countless stack of WOW tickets called in by customers(thanks to all those who thought enough of my hard work to take the time to call back in for the compliments), perfect reviews by team leaders, NEVER been written up for anything, accidents, driving accidents, just oops yeah hit the road. I asked several times to multiple people for the exact reason and got nowhere. All because they wanted the greed to trickle into the local shops and cut back a couple people from each team and I was know as service first sales second, and customers needs before managers needs. And I dont care if they figured out who I am, you know thats a fact since the little bits of info that was shared I debunked it back into your face as a training issue and not a blaitant act of bad employee-ship. I wouldnt be surprised if you monitored all the employees modems and do know who I am, just seems strange my last week happened to be right after that last call for the labor violation issue I posted, wich I still might make the call to the DEPT. of LABOR and see how much backpay in overtime I can get.
So in other words folks dont expect to get oldschool service from these people, even if you find 1 tech or csr expect them to be out the door for costing too much money. Expect service to get worse. They only hire higherups who are bottum dollar people, no care for service or quality, or relations for that matter hence why they are always in court. Not to mention the biggest fighter against the net neutrality issue. well if the FCC cant rule than the BBB should take over and make it a false advertisement case.
April 15th, 2010 at 2:40 pm
Denise: Thank you for the corporate contact information. I’ll be sending all my information to that President’s admin, who will most likely have my letter shred, but I have to try.
Just an update on my own Comcast woes. I received my second month’s bill in the mail today, and braced myself for what I assumed would be a misquote, but I didn’t expect this. First, the bill was sent out before the due date of my initial month’s bill, so it was documented that my account was now past due. Getting to the nitty-gritty of the billing details, I was double charged for the shipping of a wireless router which came 2 ½ weeks after I originally ordered it, but only after I live chatted and called to follow up. Side story is that my order had never been processed, and that’s why I hadn’t received my router. Also, even though I only use Comcast for internet and phone service, I was charged taxes for Cable TV. The greatest blunder was that I was charged about 30 dollars more than what was itemized on my bill. It literally was like they picked a number and said, “Here’s your bill for X dollars, plus 30+ dollars… because we felt like it.” To boot, because my bill was listed as past due, I owed them that money immediately.
This was an hour ago. I took a deep breath upon reading my bill and called Comcast. The automated Billing Recording-thing stated that payment to my account had posted the day before it was due. But again, the recording stated that I owed 30 more dollars for this month’s service. Unacceptable. I kept hitting 0 on the automated menu until I was routed to an actual Billing person.
Initially, I was calm. Not that she was combative, but the Billing Representative kept trying to explain to me the charges on my bill. I understand she was just doing her job. However, as I got deeper and deeper into my conversation with the representative explaining everything that was wrong with the bill, and having to retell/relive the nonsense from my first month of bad/non-service, I began to feel my heart race as my blood began to boil. See, the representatives can only quote the information they have in front of them and make adjustments from there. They do not have the ability to see why I was double charged. They do not have the ability to see why I was charged taxes for services in which I did not agree to pay. Also, as in a case like mine, they do not have time to read ALL the notes of a month’s worth of Comcast service mishaps before before they get me on the line. She was already at a disadvantage, and so her only recourse was to put me on hold, I imagine so that she could confer with her supervisor and also get up to speed on my particular case. I couldn’t even get to the details of the extra 30 dollars before I was put on hold. After about 5 minutes, the Billing Representative came back on the line saying that everything had been adjusted and I only owed half of what was quoted on the bill. I asked if I could have that information in writing, so I could see an itemized bill of what I’m paying. She informed me that Comcast does not do that, and that the adjustments would be made on the 3rd month’s bill so I could see them. I made her clarify the amount to be paid and the due date of this month’s bill. So, come next month, with the way that things have been progressing, I expect to receive a bill for triple the amount that I owe, and a notice of disconnect.
I cannot keep making calls to Comcast every month for bill adjustments, which is not to say that I won’t. But if I owe you say, 60 dollars, I don’t want to receive a bill for 100 and then have to call you to make adjustments and end up paying 50. Paying less money is nice, but at the expense of my sanity, it’s not so nice. I just want to receive a consistent bill every month, and cut a check for said amount. Simple.
April 20th, 2010 at 10:26 pm
I’m pissed at Comcast. Pay over $150 a month. Watch american idol regularly (I know I need to get a life), on 4/20/2010 the show did not record on my fancy DVR that I pay $15 freakin dollars a month for. It is setup correctly, scheduled to record next show. WTF, called them and the CSR said it would be on on demand tomorrow. Bullshit, Fox is not even on freakin Comcast on Demand……
April 21st, 2010 at 3:54 am
Too ticked off… but here’s some info that may help others out, i’ve already canceled my comcast cable. (had to go through this person to do it… )
Phyllis Turner
Executive Customer Care
Phone: 866-457-0791 ext:8555
April 23rd, 2010 at 2:30 pm
Comcast continues to be crooked and incompetent. I was told by a customer representative that I would get a $20 credit for lack of service. A month after that, my bill did not reflect the credit. I contacted Comcast again, had to make the same arguments, etc., was told I would definitely get $20 off my account – 2 months later, still not off. My blood boils when I have to deal with them.
I used to let them automatically bill me, but it turns out they were billing me twice a month (double-billing me in effect). I’ve been told before that they can’t itemize their bills – come on! every other big corporation out there can. They are crooked and I wouldn’t be surprised if they spend a lot of money bribing officials so that they can get away with their crookedness.
April 24th, 2010 at 11:26 pm
If you do happen to get a Comcast exec on your show, I would like to hear their response to a recent email I sent. Please excuse the double post, but I posted the following comment on the Comcast Complaints post and thought it would fit here as well.
My recent email to a few of the networks I recently lost due to Comcast scrambling QAM:
I’m sure you are aware of the recent move that Comcast and other cable companies are making. The move I’m referring to is the scrambling of clear QAM. Clear QAM allowed subscribers to view channels that they paid for on TVs with digital tuners and not needing an STB. This includes most new HD sets. Now that they have scrambled clear QAM, we will no longer be able to watch your channel without additional charges. Our household viewed the recently scrambled channels for several hours per weeks which means we also viewed your commercials during that time. Your commercials will now no longer be seen by countless other customers that pay for service but do not want to rent a Cable Co’s STB. We will miss your programming and your advertisers will miss the opportunity to sell us products.
I look forward to hearing how your sales and marketing department feels about this move.
May 16th, 2010 at 8:42 am
My issue with comcast is their bogus “pomos”. I’ve been with them for 10 years +. Every now and then they let me know that my bill is about to go up in a big way. SO I call, and they tell me that I need to join a new promo so I do. Here’s the kicker. I pay the full balance due at the time of the call and then when that bill arrives they add “Additional charges”. Then when the new bill arrives it’s effectively doubled. They say that when I change plans in the middle of a billing cycle they need to bill me for an extra month. Not only that, they charged me a $1.99 change of service fee. So I need to join a promo so my bill won’t go up, they charge me for that and then my bill goes up anyway.
May 28th, 2010 at 11:00 am
I am ready to call comcast quits. OK everyone beat this. Two years ago I was given the offer to accept their promo package for $117.00 a month. I thought to myself WOW what a great deal , well low and behold don’t you know I never seen a $1117.00 bill from them. Very sad. Now for the kicker. Every time we call this company for service I guess we have a red mark against us for being abusive. Anyone that pays their bill online knows that you check off make a one time payment for the amount shown I believe mine was $124.00 I checked yes. About a week later I received a letter from my bank that they wanted $35.00 for a overdraft payment to comcast. This idiot company sent a payment to my bank for 12, 400.00 wow think about the service I am getting for twelve thousand dollars a month. I went to the bank and explained to them what I think they did and that I talked to some one at that cable place and they waived the $35.00 fee for me. Guess what two days later I received another letter from my bank they wanted another $35.00 because this so called cable company did it twice, sent in for another 12, 400 payment wow now I am paying them 24, 800 in one month, and I am abusive to them? anyone with a checking account knows what this does to any other checks that are being returned to the bank, returned because of overdraft, $35.00 for every check returned. After all was said and done and my hair is now alot grayer, comcast did give me a whole month free service for their error. Oh, and by the way a number of times they tried to put the blame for the error by saying I entered the wrong amount to be paid, well duh when paying on-line the customer does not and I repeat does not enter an amount it is already entered by that company.
Has anyone seen and paid close attention to the comcast commercials on tv. The first one that caught my eye was the one where the comcast dude says to the verizon teck but you charge for HD, can someone tell me when I had HD sent to my TV my bill went up another $7.00 a month am I missing something here. The second commercial I noticed was the same comcast dude saying to the verizon teck after your promo package expires the customers bill goes up almost $400.00 per year more. My two year promo package expired the final price for the $117.00 package ended up as $133.00. Guess what my bill is now $177.00 that is an increase of $528.00 per year. Where the hell does comcast get off with their lies on the tv commercials. If I had a god lawyer and knew I could sue this company for false advertisement I would do it in a heartbeat.
When I found out my bill was going to be $177.00 a month I said no way and called to see what I could remove for service to get my bill reduced to an amount I could afford, because by the way I am on a fixed income and I am just looking for something I can afford for the basic cable. When I spoke to the person about my bill I have never been treated so poorly from anyone in my whole life. This guy made it sound like I was a bad guy because I wanted to reduce some of my services to try and lower my bill. He even went a far as to tell me that comcast is in it to make money, no shit, and went on further to explain to me how his morning coffee went up 11 cents, and if he want his coffee then he has to pay the 11 cents more. Gives me an idea what kind of people they hire over there.
Well I could go on but my blood is starting to boil again and my hair is getting even grayer so I am going to stop here, and yes I can keep on going. BTW I did get a package deal for somewhere around $155.00. He was kind enough to tell me that $155.00 did not include the extras like this tax and that tax, can’t wait to see this bill. Oh ya he also told me that there would be a $1.99 service fee included.
May 31st, 2010 at 1:18 pm
I am a disgusted comcast customer. I have been a basic subscriber for years at 14.99 a month. The price increase is now 16.99 a month for basic. To top it all off, they are taking channels away from the basic line up. I have been able to view channels like (33) and sometimes (69) among others, but all of a sudden I get no signal on those channels. I have called twice concerning this issue and the company only states that I was not supposed to be getting those channels! I have had them for years. I believe it is their intent on getting the customer frustrated enough where they will upgrade to the ‘digital’ packages. I REFUSE to pay those ungodly prices to a company that truly doesnt give a damn about their service or customer satisfaction.
June 4th, 2010 at 9:09 am
WHY will they never let you talk to supvervisor?
Why use Norton, when it is 111MB+ and clogs many older computers-forcing their customers to quit, or buy AVG or buy a new computer? Why not have a scaled down version as a choice?
June 14th, 2010 at 1:51 pm
My experience with Comcast has been horrendous. I placed an order and had a install date of June 3rd. The technician promptly showed up at my house and set up my service (so I thought). That evening I encountered problems with my internet. I called the customer service line and was given the typical response…..”unplug your equipment, wait a few minutes, then plug it back in”. The representative stated that my equipment would be reset. Although it does reset, the problem is still ongoing!!!!!! Most recently I called them to have someone come out to check the cable box in my daughter’s room. That my friends was a complete disaster! I had a tech come out and wire up some temporary stuff but the problem is still not resolved. Let’s not start talking about the digital box in my bedroom. I’ve literally called comcast every other day to get the problem resolved and it has fallen on DEAF ears!!!!. Yesterday, on June 13th I got a callback from a supervisor and let me just say that it was like talking so someone from another planet! NO ONE SEEMS TO UNDERSTAND MY PLIGHT!!!!! All I want is to enjoy my service. Why is that so hard to understand!!!!!! OH JUST A LITTLE SIDE NOTE, FOUR DAYS (4 DAYS) AFTER WE HAD THE SERVICE INSTALLED, WE GET OUR FIRST BILL FOR $394.00! CAN YOU IMAGINE THE NERVE OF THIS COMPANY? WE ALL THESE INSTALLATION CHARGES. OF COURSE, IF WE DON’T PAY THE BILL, WE’LL HAVE OUR SERVICE DISCONNECTED, I WONDER, COULD IT BE ANY WORSE THEN WHAT WE CURRENTLY HAVE!!!!
SHARING MY HORRORS!
June 15th, 2010 at 1:26 pm
Never thought I jump on the blogging train until today. Sun 6/13, my wireless router stopped working. Call Comcast tech support, jumped through all their “press this for this, press this for that” talked to a tech, jumped through his hoops, still no wireless. Set up a service call for Mon 6/14 between 8AM – 11AM. 11 AM comes, no technician. Called customer service and was promised a call back within 5-10 mins. No call. 11:45 I call back and ask to speak to a supervisor. I’m told heavy call volume, a supervisor will call back later that day, so I give them both work and home numbers. Around noon the technician shows up, looks at the router and then tells my daughter that he doesn’t have a router on his truck. Wait wasn’t the service call to replace the router???? He is going to check for one w/other techs in the area because he doesn’t want to drive back to the local office on the other side of town. Promises to call either way and leaves. That was the last we heard from him. Now it’s Tuesday 6/15, and I call at 8 AM to speak to a supervisor AGAIN. Get the same story line, but this time the rep promises that she doesn’t know about the supervisor of the other rep, but HER supervisor will call me back w/in an hour. Well lunchtime comes and no callback so at 12:30 I go to the local Comcast office, stand on line, and get to explain the whole story to a rep whose body language says that she really couldn’t care less. She told me that they cannot give out routers there, and can’t explain why NONE of my calls were returned. She asks me to sit in the waiting area and wait for a supervisor. A half hour later, they call me back to the window, the supervisor wants me to sign for receipt of GUESS WHAT – a new router. I ask what about all the set up coding and then they drop the bombshell – if I want it installed, it’s $99 ON SALE AND!!! they have to schedule a service appointment. Wait a minute – I have a malfunctioning piece of their equipment, and I have to pay an installation fee to replace the malfunctioning equipment? Not if I want to do it myself she says. And I have to schedule a new service appointment? What about the one where the technician never completed the service call because he didn’t have the equipment??? The earliest they could do was Thursday – 2 more days w/o internet. I asked her if she was on my side of the counter, would that be acceptable to her under the circumstances. Then she said Wednesday. I just stood there and finally she said that if they had a cancellation, she could possibly get it done today. Don’t you know that 15 minutes later, as I was returning to my office, she called and said they could have a tech there between 2 and 5 today. Absolutely worst customer service experience I have ever had. I will be switching to Verizon as soon as FIOS comes to my area – guaranteed.
June 18th, 2010 at 10:14 am
Ok, so I am one of the many americans that needs to get out of debt, I have basic cable with comcast – with 5 months ago was 15.15 a month, every month since my cable bill goes up and comcast takes channels away. Now- in June my cable bill is 19.58… not bad right… well every channel that is not local now has a ticker tape saying I will be losing the channel because of the TV that I have… (not a digital tv). I just called comcast and to get the channels that I was promised in my original contract I now have to pay over $50.00. What gives. Its funny that their website says that there is no extra cost to continue basic service… but what they now say is that any channels other then 2-20 were accidently given to me for free and now I have to pay for any channels from 21-99. Can someone explain why I would continue to pay rising costs for free TV? Comcast is the worst!!!!! absolutely the worst!!!!!
June 22nd, 2010 at 5:17 am
On Friday, June 18, we had storms go through the area. I was gone on Saturday, but when I got home at about 6:00 PM, I noticed that the cable had been pulled from our house by a falling branch. I promptly called Comcast and was told that someone would be there to fix it in the next 24-48 hours. Monday evening came and no service person so I again called to find out what was going on and was told that JULY 6 (TWO WEEKS AWAY) was the only appointment that I could be given. I’m sorry, but I don’t care how bad the storms were, expecting people to wait for TWO WEEKS for service is totally unacceptable. I’ll be looking into other options.
June 22nd, 2010 at 2:29 pm
COMCAST IS TERRIBLE. Service is slowwweeerrrrrr than WOW. Service people are terrible. Do you know they did not even care my internet was not hooked up before they left? They DO NOT do anything about the router or make sure the service is working before leaving. Had to call the help line and they would not help us, told us to call the router service. ARE YOU KIDDING ME?>?? NOW I can’t get it out of my house. They have to schedule a certain type of tech to remove the two boxes from my home and I cannot get anyone here for three weeks. NOW they want to fix our router and take care of things. TOO LATE. They DO NOT run faster than WOW, so don’t make that mistake.
WHERE HAS CUSTOMER SERVICE GONE? I do this for a living, and continually amazed that companies do not see what is happening to them. Their customer service or lack there of is destroying their reputation and company.
June 29th, 2010 at 8:17 am
Why is when I wanted to reduce my TV service to just basic (which is terrible) there is a fee of $150.00!! (plus the bill, plus late fees, plus $4.00 for every call made to the billing dept. And if its not paid, I am threatened with a disconnect. Why is that people on a fixed income who have to worry about other things, like food and heat have to pay these type of fees, then on top of it all, I am billed a month ahead…
I was with Comcast long before it was comcast, and never had these issues. Do you go without TV? I tried the $99.00 deal and was told it wouldn’t work in this apt. building because I had a cordless phone, and couldn’t have it too close to the computer?? Comcast is a disgrace.
July 1st, 2010 at 8:16 pm
Whereas Comcast has all these commercials about caring about the customers needs, the time they take to resolve the problems is cut soo short because the company wants to make every minute “productive”. As an installer, I have to cut many corners at the installs to be able to accomplish all the work that is assigned to me. If I call a custmer’s home and there’s no answer, I cancel the call and go onto my next job. I am able to cancel the call and find some techs do go to a job, realize that the work requires extensive work, they’ll give some reason to leave like the problem is at the pole and they have to call the maintenance crew to fix it. Then they leave, cancel the trouble call and go on to the next job.Comcast Is requiring us techs to perform more and more work throughout the day that we canot perorm all the work to the customer’s satisfaction without bullshitting them. I’d really like to see anyone from corporate to ride out and see what we have to do for work…Sometimes going hours without going to the bathroom or even having a decent break to eat lunch. The company is flailing and needs to look at the face of Comcast and Customer Care should begin with the CARE Givers, the technicians…….
July 6th, 2010 at 10:18 pm
not going nowhee those complaints are years old. I fought that battle myself many times. All those metrics are setup by people with no clue, no care, and no training on what the company does. And there are times when a corp, well usually regional level goes on a rideout and hey guess what all of a sudden you have like 3 appointments. Hmm weird because when they arent on rideouts its like 13 appointments. I’ve done posts before on the breakdown of appointment between job time, drive, troubleshoot, symbol. I’ve had days when I’d leave my house at 7:30(1hr before my shift), not get home untill 8:30(1.5hours after my shift) and not peed since I left my house. Thats 13hours. think I kept hydrated and healthy??
they dont care. all they care about is breaking profits year after year for personal bragging rights wich means nothing to anyone in the world except them. There own shareholders bail, hance why there stocks still go down a dollar or two even though they made an extra 400mill profit etc. This is what happens when someone hands a multi- billion dollar company over to a spoiled brat son who knows nothing about the dollar value, or the value of having to actually work towards something; who hires a silver spoon president with the same “hand it to me” background. Its all about expanding the piggybank thats been full since the day of birth.
July 13th, 2010 at 5:16 pm
yeah, still waiting for the reimbursement of my cream rug dry cleaning bill, after a Comcast “beast” entered my house with muddy boots! And other technician that didn’t do the service because I asked him to remove his boots before entering into my house and he refused and left!!! And still Comcast says on their TV commercial that their technicians used boots covers before entering the customer’s house!!! Maybe there wear those cover on their ears, not boots!!!
July 20th, 2010 at 8:21 pm
After 3 years with Uverse we moved into a community that Uverse wasn’t available. Our options were a contract with Dish or Comcast. We chose Comcast and regret it every day since.
The DVR is a joke. The selection of channels compared to Uverse is a joke. Their customer service is a sick joke.
I finally got fed up with the run around, and fees for this and a fee for that and the outrageous bills that I canceled everything but internet yesterday. Stood in line for over an hour to get a rude incompetent rep who I wanted to strangle.
Then today around 7pm I get an automated call saying a tech. would be out on Thursday to install my cable. Install?!!! I CANCELED!
So I tried to get a rep on the phone, and got disconnected. I tried the online rep and was told that he could cancel the appointment for install, but my cable was not canceled.
So he tells me he will call me and then transfer me to an account specialist to cancel my service because online reps can’t do that. I spent fifteen minutes on hold and the online rep ends the session right before I finally get a phone rep who tells me that I have been transferred to the wrong department and that the “sales” department which handles cancellations closed at 7pm!!!
Seriously? Seriously did I just waste 2 hours with even more run around and my service still isn’t canceled?
July 21st, 2010 at 11:06 pm
I recently started at Comcast as a customer service rep. First of all you might be interested to know a lot of recent hires are MBA’s, real estate execs, the guy next to me used to run a million dollar mortgage mill. This is the only job we could get in this economy. We really do want to help but the system works against us. It used to be that phone reps had to take 6 calls an hour. Then it went to 7 and they just upped it to NINE CALLS AN HOUR. If you dont make your call quota you dont get your measly commission on whatever you manage to sell and they pound you to sell sell sell. No way can we give each caller the customer service they deserve when you can only spend 6 1/2 minutes per call!
July 22nd, 2010 at 12:49 am
Those lying scumbag Comcast execs wouldn’t DARE appear on your show. The audio lynching they’d receive would overwhelm your phone lines to the point of crashing.
After 6 years of Basic tv service they tell me today that I’ve been receiving “premium channels” BY MISTAKE. FOR 6 YEARS?!? And that I have to double what I now pay to receive what I’ve always been receiving. What I originally signed up for. 6 Friggin Years Ago.
Comcast’s service “upgrade” DOWNgraded my service. Way to go for “Customer f’ing Care”. If the SOBs didn’t have a monolopy, I would cancel my service entirely. That, and that if I cancel tv – which I was going to do today – my Internet service fees go UP by more than the cost of keeping the now-useless Basic.
Not to mention being disconnected 3 times in 5 when I asked for a supervisor.
Being told that no supervisor was available to speak with me (would that be because they’re innundated with furious customers?).
Being put on Xfinity-hold repeatedly.
Having another idiot tell me I was in the wrong department, and if I wanted “Customer Care” she could connect me, and would I like her to do that (“No, you bloody moron. I just though I’d pass the time talking to the wrong person in the wrong department,and, please, under no circumstances should you transfer me to the right department, without me specifically requesting that you do so. Because that would be like, efficient or capable or competent or something equally outlandish.”)
And wasting 15 precious minutes of my life being condescended to by some useless idiot who thought I should give a flying fart about his canned explanation of why the Royal Screwing we’re getting from Comcast is actually A Good Thing.
I wish some enterprising law firm would file a class-action suit against these lying bastards. I really do.
And I’m just DYING for some Xfinity person to call me and try to sell me Triple Play. Please. Go ahead. Make my day.
July 25th, 2010 at 10:07 am
We would save $50 or $99 if we did it early, and not at the date of the switch over. I figured why not. It wasn’t worth it. It took 55 minutes and being cut off twice, once by one of the most obnoxious idiots I have ever had to talk to to change over to digital phone which was going to happen automatically. I hate Comcast. They can’t even spell service.
Then there was the time they were sending us three billings – 1 for phone, 1 for TV, and 1 for cable. I called and suggested they send just one bill. After waiting for 10 minutes I was told that would cost $10 extra. Brilliant.
July 26th, 2010 at 2:15 pm
Cmmcast has not improved!!! I recently moved six miles. When I called to tranfer service, I was told I had to turn my equipment in as it would not work in my new hosue. When I turned the equipment in at the local office, I was told this was wrong information, but still had to tunr it in to schedule an instal at the new hosue. Waited two weeks for the install and when the installers arrived in the AM, they said they weren’t aware that they were there for an install (I guess installers are sent out just to say hello?). When it was pointed out to them that the house was already wired, they insisted they would have to drill a hole and they did not have time for this. They then drove off. When I called Comcast at noon to complain, they stated that they would have an installer at my house between 1PM and 3PM. When I called at 3PM to ask where the installer was, I was told that the new ticket “auto closed” and they were going to try and have someone out by 8PM and placed my on hold to confirm. I was disconnected. When I called back and asked for the rep (Laura) I waqs dealing with, I was told that she must be in a different office and could not be tansferred, I then had to go through my whole issue with the new rep and when she was going to “speak with a supervisor” I was again disconected. My next call went to yet another office and was told that most likely an installer would not be out and I would have to wait another week. I asked to speak to a supervisor and after being on hold for 15 minutes, I was told that the Vermont Manager named Eric was too busy to speak to me and would call me back. Of course this never happened and at 8PM I called AT&T and DirectTV. The best move I made because I got a better TV package, telephone and internet service for $80 per month less that what I’ve been paying Comcast for the past 8 years. When I called to cancel the Comcast install, I magically got the last Vermont office rep and she she knew why I was conceling. I sent an email today to Comcast ECARE and got a retrun email from Richard Staight of the office of Rick Germano in which he apologizes and hope I would reconsider using thier services. When sent a return email asking if they would help by getting an installer out ASAP or giving me any rebates, this email went unanswered. I guess COmcast really does not care if we use them. Hopefully those who live in an area where there is competition will make the change like I did. COmcast does not deserve to be in business.
July 29th, 2010 at 11:37 am
OK I had enough. I just gave away more channels to lower my bill, now saving $10.00 for giving up more channels. Oh ya we have to charge you 1.99 to do this. Here is my problem I have 3 spanish channels i have no use for, take these three channels off of my bill and reduce my bill. Why do I have to pay for something I can’t understand, and have to block my children from watching because in my opinion they channels need a R rating. Comcast if I want to watch other channels i don’t pay for right now you charge my to watch them, so lets be real about this. In case you missed it back there I have three spanish channels I would like removed from my tv and my bill. P.S. and I won’t charge you a $1.99 to do this either.
July 29th, 2010 at 8:52 pm
I’m furious with Comcast! I have had their complete cable service package for 8 years as well as their “high speed” internet service.
I purchased the new TIVO Premiere box and was warned that I would need to get an M Card from Comcast and that they might try to give me the run around. So I called Comcast’s customer service to setup a service call to have the M Card installed. The service rep assured me that I wouldn’t need a service call – just take the old box to the local office and they would give me the M Card. I repeatedly asked if he was sure they would have them in stock, and that I wouldn’t need an appointment. Was very happy to hear that it would be no problem.
Until I got the TIVO delivered today and took my old cable box to the local office. They had no idea why I would think they would give me an M Card – they’ve never done that. I would have to have a service technician come out to “install” the card. And of course they don’t have anyone available for another week. Ordinarily they would charge for this unnecessary service call, but they did give me a break on that. When I got home I tried to go on-line to get the number for the TIVO rep I had talked to, but my Comcast internet connection was so slow I couldn’t load the TIVO page. Called Comcast’s internet service – and all they could do was set me up with a service call in 2 weeks! The “technician” wouldn’t even try to help me resolve the problem.
From what I understand from friends who also have the TIVO Premiere, this most likely won’t be the end of it. Comcast seems to purposely sabotage TIVO customers to force you to use the Comcast DVR instead. Which I wouldn’t mind if their DVR wasn’t substandard.
The only bright spot with Comcast is the last service tech they sent to my house was actually competent and pleasant! Huge improvement over the rude idiot that they sent out about a year ago. Now if they could just train their customer service reps!
July 31st, 2010 at 8:49 pm
Sorry this will be a partial repeat–but I hit enter by mistake. But as I was saying I have to agree with hard core cable guy and comcast sucks. As an employee that faces angry customers who are more upset because they had to wait in line–Comcast upper mgmt. has no clue how to deal with upset customers. They sit behind a big oak desk and implement policies and prcedures that look good on paper–but they do not think about the impact that it will have on the employees as well as the customers. I have said this many times in the last couple of years–Comcast is not “thinking customer first”. I don’t want to sound as though I am defending anyone that is rude to a customer–but Comcast customers–please have a little sympathy as the person that you might be yelling at may really be telling you the truth based on what they have to work with or have been told by upper mgmt. By all means I am not saying that you have not been promised something that will not happen just to get you off the phone. But Comcast is set on these policies and you must use ticketing systems to get a customer taken care of (which I might add doesn’t really ever happen)and you as the customer I know are very frustrated when you make numerous calls to get service/billing issues resolved, but again as a person that deals with this everyday I have heard the stories that match to what some of you have posted–when I have a angry customer come into me that has been given the run around and their last hope is to go to the local office–I do my best to take care of the customer (as I still think customer first–even though Comcast does not). We are are instructed to follow these policies and even will get in trouble for not doing it the “Comcast Way”. But even though I have been in trouble many times for taking care of my customer (by hateful e-mails for not following policies) my response back is “I am thinking customer first”. There is still good customer service reps/techs who want to help but have been limited to what they are allowed to do. Some of the posts that I have read out here–if you were in my area and had come face to face with me you would not have been billed for services that you had not had for months (for example). I can’t answer why Comcast has lost its theory of customer first–other than a previous post was their pockets (bonsus etc…) are getting bigger. To Comcast customers I apologize to you for all the trouble you are having/had from Comcast–but there are numerous empolyees that are just as frustrated as you with Comcast. Comcast tells some of us (of course not us employees who actually go face to face with customers in the local office) that we are the front line and they value our opinion (which I am not sure how that can be–when our opinion is never asked for)but honestly I can’t believe that they value me when my yearly pay increase was $.01 per hour (YES thats correct one cent on the hour). WoooHooo Comcast loves me as an employee (my pockets aren’t getting any bigger–actually they are getting smaller–because my cable rates have gone up and so has my insurance). For those of you who might have sent an e-mail to Rick Germano–I really hope that you do get a response–but if I were you I wouldn’t hold my breath–this is sorry to say–but if you hold your breath and need medical assistance–you phone probably isn’t working–and it will be a week for a service call!! and per the Comcast policies I will put in a ticket and get this forced in to be completed in 24 hours!!(I know for a fact that this has been told to customers-because they have come into to see me because a tech didn’t show up–but why would he–because the service call is actually scheduled for 2wks out–I honestly felt sooo bad for this customer–because the rep on the phone just didn’t want to tell the customer the truth and face the music–just want to get the person off the phone–instead of trying to really take care of the customer–I guess that is what happens to people when they are in a call center–as upper mgmt. has no feelings–they have taught the call center reps the same theory.
For all of you who have put on posts I apologize to you (I know that it may not resolve your issues–but I would hope that you would see there are REALLY some of us Comcast employees that really do care and want to take care of the customer first) I really hope that you can get all of your issues resolved–and if I were in your area I would seriously get you taken care of regardless of the emails for violation of policies that I would receive.
For hardcorecable guy and comcastsucks–I feel all your frustrations and can relate to you–but keep up the good work to the best of your abilities that comcast will allow you and remember to keep the thought of customer first this will help you make it through the day.
Good Luck to all of you.
August 3rd, 2010 at 2:21 pm
the truth is that everything about Comcast sucks! if we get a nice customer we will help them, if we get an irate customer we will just leave them on hold for a long time. if your cable box doesnt work, then the only remedy there’s over the phone is for them to send you a “RESET SIGNAL” or “REBOOT” or “REFRESH” signal –which means clicking a little drop down option from the computer– its the same thing. now, as a regular person non-comcast employee– this cable is EXPENSIVE and not worth it. just watch TV online, the business is dying anyway. and if you want REAL action, contact the RETENTION DEPT. they’re the only ones who can really help you!
August 8th, 2010 at 9:54 am
COMCAST IN SALISBURY, MD IS AWFUL!!! The internet service is totally screwed up, the “customer service” is blood-boilingly bad, the complete idiocy of the employees is unbelievable, and THEY DON’T CARE AT ALL!!!! God help you if you call them – it doesn’t matter if you planned to be sweet as honey or are irate, because you will just sit on hold endlessly, you will NEVER get through. If there were ANY other option for high speed internet and TV in our area, we’d switch today.
August 10th, 2010 at 5:06 pm
I am going to be giving Comcast the boot after many happy years with them… I can honestly say that I never had a problem with the service they provided, I would always recommend them to friends and family when they moved in the area, and I would always tell people that were having issues with them that I thought they were great… Well, all that changed pretty quickly today! I have Comcast in two locations, my home and a friend that needed help paying for some of her bills. I told her I could cover utilities and I immediately called Comcast for her cable needs. They came, seeing she had no TV first said they could not set up her cable, and then decided to do it anyways… Once the TV arrived two weeks later we found that the cable box was not working at all, the time would not even come on the cable box… I was out of town when this happened so when I arrived back I called the man who set up the cable (he had requested I call him to service the cable if I had an issue), after leaving two messages and allowing ample time for him to call me back I finally called Comcast. Comcast informed me, the customer that has never been late once on a payment, has nothing but kind words to say about the company, and has been a “valued customer” for five years, that I would still have to pay for my cable due to the fact that I didn’t call them right away! They even sent out another man to look at the cable and he confirmed that my box had NEVER been authorized for use!! So, even though they know I was never able to use it, and even though I have been an ideal customer for years NEVER asking for handouts or freebies, they are telling me I owe nearly $400 for a service my friend never even received. What awful customer service! The manager spoke to me as though I was an idiot, telling me how I still could have hooked up cable to get basic TV… Thanks for that, even though I asked for the premium package your basic crap cable sounds like a great deal for almost $400!! Thanks Comcast, but NO THANKS!!
My question is: Do you have any respect to the loyal customers that have been with you for years? For over five years I never complained, I never asked for rebates or hand outs, I never called trying to get money off my bill… But, when I really do have a complaint, a real issue, you completely disregard me. I find this LACK of customer support unforgivable and completely disgusting! You have lost yet another LOYAL customer to Verizon, and all my friends and family that ask from now on, I will say DO NOT GO WITH COMCAST WHATEVER YOU DO!!
August 10th, 2010 at 6:31 pm
Actual conversation with a Comcast CRS today:
Me: Hello, I had a promotion that provided me with free premium channels that is going to expire this month so I would like to remove them from my account.
CSR: Okay no problem, would you like that effective today?
Me: Yes please. Now I have a payment due in two weeks for the billing cycle (8/9/10-9/9/10) that has a charge for these premium channels.
CSR: Yes, you must pay the full amount for this bill and then on your next bill you will see the adjustment for the downgraded channels and a credit for this month.
Me: But I do not have access to the premium channels until Sept 9th, correct? They will be gone as of today.
CSR: Yes, that’s correct
Me: So this month I am paying for premium channels that I do not have access to during this month?
CSR: (Realizing how completely illogical this is)…Uhh yes.
Me: So my balance cannot be changed this month?
CSR: No, you must overpay this month for the channels and then next month you will see a refund.
Me: You can just put a credit on my account and will pay the remaining balance?
CSR: No, you must pay for the premium channels this month and then next month you will be refunded for them, the bill was already sent out.
Me: So I am going to overpay you this month, once again for channels I can no longer access only for you to turn around next month to refund me this same money?
CSR: The bill already went out.
August 11th, 2010 at 12:24 am
You guys think all of your complaints are bad? I’ve dealt with all of that, but you’ll never believe what happened to me. Not long ago we moved into our beautiful, brand new home. Of course, as usual, it took weeks for Comcast to figure everything out, supposedly because no cable line was laid down our easement yet even though I repeatedly tried to tell that there was in fact one. So then the four Comcast guys finally came to get everything installed (don’t even ask why they needed four people, that’s still not clear to me). About half an hour into their visit, I was inside working, I decided to go out and ask about their progress. As I walk out of my front door and around the corner, I discover, to my great astonishment, a Comcast guy URINATING AGAINST MY HOUSE! Urinating!! Against my brand new house!!! I was so flabbergasted by this, and disturbed (and a little concerned, since my husband wasn’t home and I was alone with the four Comcast men), that I didn’t even know what to do, and just turned around and walked back inside. I never even filed a claim with Comcast because I was too embarrassed by the whole ordeal, but plenty of friends and family members have heard the story by now, and we, like a number of them, have canceled our service with Comcast. Free at last.
August 13th, 2010 at 9:54 am
Our YMCA has been batteling with comcast now for over 3 months. After completing a “digital upgrade” our digital TVs on our cardio equipment all of a sudden would not pick up the digital channels that we were paying for. Comcast insisted that this was just an upgrade to their services but that we would have to place a “box” on our treadmills in order to be able to view all the channels that we were paying for. This is ridiculous, as when you are running on a treadmill you don’t want to have to get off the machine to change your tv channel on the box that is now mounted on the front of the machine. After MORE phone calls we were finally told that we could get a “head in system” that would require us to sign a long term contract and raise our monthly rate for cable by $250 per month (at a not for profit organization) to receive the minimal amount of channels that we were already paying for yet not receiving! We finally, after months of arguments, gave in a signed the contract at the end of Jun 2010. It is now AUGUST 13 and we have yet to hear from Comcast (after 3 phone calls to our “rep”) about when our system will be installed and we have received our first bill at the New Higher rate! Now mind you, with all of this, the reps on the phone have REFUSED to let me talk with a manager. Don’t ever purchase comcast for your business or your home.
August 14th, 2010 at 8:30 pm
Here is my most recent Comcast drama:
• MID-JUNE:
o I disconnected cable and internet service from my residence in Evanston, Illinois.
o The agent I spoke with promised me boxes to return my cable modem and DVR would be mailed. I had not received them within 14 days.
• EARLY JULY:
o I brought the equipment with me to Minneapolis, where I am living this summer. I called Comcast Chicago and asked the agent what I should do. She informed me that I could return my equipment to a service center in Minneapolis (I now know this to be untrue, but she was a Comcast employee, so I believed her!)
o I returned the equipment to the Comcast service center in Brooklyn Park, Minnesota. The location was very busy, so the reps on site instructed me to put my equipment in a return drop box. I did not receive a receipt.
• MID-JULY:
o I received a bill for the unreturned equipment! I called Comcast Chicago. The rep informed me that I was NOT supposed to return my equipment in a different market. He was very unhelpful, but at my insistence opened up a trouble ticket. I asked when he would have an update for me. He replied, “Uhh…. you should call back in a week and maybe we’ll know something more.”
o I then directly called Comcast’s St. Paul, Minnesota office and spoke with Kristy. Kristy was FANTASTIC. While she knew it would be tricky to navigate the system, Kristy and her supervisor were able to get employees on the ground in the Twin Cities warehouse to put their hands on my equipment within a week. Throughout this process, Kristy called me back multiple times to keep me informed about what was going on.
• LATE JULY:
o I subsequently received several other calls (automated and live) from the Chicago office, again trying to collect $515 or the missing equipment. I explained to them the situation, gave them my tracking ticket information. The rep apologized and said it was fixed.
o I then received ANOTHER bill. I wrote to the Comcast Customer Care escalations team.
• FRIDAY, AUGUST 6TH:
o Sarah Elders (800.630.2140 x51508) called me from the Executive Care team. Sarah has been unsympathetic throughout the process. I gave her Kristy’s information so she could follow up on the process thus far. KRISTY called me back to tell me they’d spoken. I repeat, KRISTY, the regular employee in the Twin Cities, gave me good customer service while my “Executive Care” rep did nothing.
• WEDNESDAY, AUGUST 11TH:
o I called Sarah to follow up. She confirmed that the equipment had been located in the Twin Cities and that the warehouse manager was supposed to overnight the equipment to Chicago. She said my account would not be credited until the equipment arrived in Chicago “for accounting purposes.” COMCAST HAS BEEN SITTING ON MY EQUIPMENT FOR SIX WEEKS AND I HAVE TO WAIT UNTIL THEY GET IT IN THE RIGHT OFFICE? THAT MAKES ABSOLUTELY NO SENSE.
• SATURDAY, AUGUST 14TH:
o I received a collections notice for my DVR from Equipment Recovery Services. (reference #01597588335).
MY EQUIPMENT HAS BEEN IN COMCAST’S POSSESSION FOR SEVEN WEEKS AND YET I AM STILL RECEIVING COLLECTIONS NOTICES.
August 23rd, 2010 at 1:23 pm
Great here we go again. I called this company a number of times in the past coupe of months to get my bill lowered by getting rid of channels that I really don’t need. I managed to save twenty dollars by doing this.Well low and behold I got another bill from them today and guess what I got a increase of $5.11. Does it never end with these people? $99.00 for service from Verizon is looking real good to me, I lost all respect and creditability for this two bit company.
August 24th, 2010 at 6:48 pm
I came home from work today and received a telephone call from Comcast verifying a service call for the next day between 11am-2pm. I immediately called them stating I was not the person to request the service call, but my father who lives down the street and requested for another cable outlet be installed in a new additional room to the home – after clearly identifying himself and his account number, telephone number, and address. I attempted to have the service call re-scheduled for the same time for my father because Comcast had canceled his appointment. I was told by Krista in the Salisbury, MD office that I could not do so because I was not on his account. My response was if Comcast canceled his appointment and are not holders of the account, then I can certainly change the appointment. I attempted to speak with a supervisor (Greg in the Baltimore/Towson, MD office) who was non-negotiable and unwilling to give me his full name or identification number. Comcast (both the customer no-service agent Krista and the equally unimpressive supervisor Greg) clearly admitted to the mistake, but would not rectify the situation by reassigning the appointment to my father who made and confirmed it in the first place. My first telephone call in the morning is to Ms. Tina Waters, SVP for Customer Operations in the corporate office. It is funny how the bills never fail to arrive to the proper address, yet service calls do not! My father will also attempt to collect on the $20 credit for a missed appointment…stay tuned for the results.
August 25th, 2010 at 1:43 pm
We’ve spent our staycation staying at home waiting for Comcast to show up. After standing in a very long line twice and receiving a “new” converter box each time, we still didn’t have more than 5 channels, so we arranged for the tech to come. The tech finally arrived (though NOT within the arrival window) and after fiddling around with a few boxes, said he thought our picture would be back once the activation was completed, and that he was going to leave for 30 minutes and then return. Well, you know where this is leading. After countless minutes waiting on hold, emails containing promises, etc, days later he’s downstairs (finally!!!) with my husband trying to pinpoint the problem. I have absolutely no faith in his ability to do so (he probably wasn’t trained to fix the real problem), and we have already decided to switch to FIOS or another provider. The service we’ve received from Comcast is appalling – worse than any company I have ever dealt with, and I’m a “fifty-something” homeowner (have owned a home and dealt with service providers for more than 25 years). I hear from neighbors, friends, coworkers, and others that they are switching from Comcast, tranlating into tens of thousands of dollars in lost revenue for Comcast. A hard lesson for a corporate service provider: when you get greedy and cannot keep up with customer service demands, you will never be as profitable as you might have been.
August 27th, 2010 at 2:16 pm
For Laurel #75 – I had this very same problem happen – even when they do actually say they receive the equipment back in the Chicago area you will likely receive those collection notices. Here is what I did, and I will say that this did work – for me; us this strategy if you so wish, but I am not an Attorney so I cannot make any guarentees – When I receive the collection notices I write clearly across the face of the notice, “I dispute the validity of this bill in its entirity.” place my signature underneath with the date. Keep photocopies! When talking with any Representative of the offending Company – keep very good notes and get NAMES! Now when I receive a phone call I tell the person who called all the dates, whom I worked with, dates and outcome of the call; and I always end the statement with the above sentenance: “As stated on your notice of (date) I resubmitted the invoice with the following statement (now I say the statement exactly as I wrote it) then the very last thing I say is – so that I can maintain an accurate log of information for any potential legal hearing if it becomes neccesary – What is your full name – spell it please! and position? Keep the tone polite but insistant – this kind of conversation happend 3 times and then they got the drift that I was not going to pay them one penny more and if they wanted to go to Court on this I had all the documented evidence to support my case of their incompentence! I have not heard from them since the end of June 2010! Like I said I have used this strategy several times, and have been very successful with it – but it is not for the faint of heart – they will push back and you have to stay calm and be what I call quietly insistant. Best of luck in settling this with Comcast they are one of the Big Corporate mentality Companies that just does not care about the small individual user any longer – they have all lost sight of the fact that if it wasn’t for us small-fry they would not be in existance today!
September 1st, 2010 at 2:09 pm
I have friends in Salt Lake City using Comcast triple play for TV, phone, internet, and they are happy, don’t seem to be experiencing outages or slowdowns.
We are about 20 miles north in Farmington, also near Kaysville. Thinking about becoming a subscriber, I’ve been asking folks along my jogging route in Farmington and Kaysville if they use Comcast, and if so, their opinion of the quality. Kaysville subscribers are happy, but my immediate neighbors in my part of Farmington are not.
So, the message I take away from all of the above horror stories and what various Utah residents have to say is this:
Billing issues aside, the dependability of the service seems to depend on the local equipment (buried fiber optic and other cables, any switching gear that is applicable, and likely in-home behind the wall wiring and how the in-home splitters are arranged). Since our immediate neighbors are not happy, and since our 30 year old home was previously remodeled and god knows what done to the behind the wall wires at that time, we will NOT become Comcast subscribers.