Bob Garfield usually writes a blog about advertising and marketing for Advertising Age. Yesterday’s post was a change of pace for Bob. It’s called: “Comcast Must Die.”
After a first failed installation in which no tech showed up and no one at Comcast could (or would) explain why, Bob’s install was rescheduled for September 9. 11 days later. It didn’t go well.
– September 9. Installer shows up on time at 9 a.m. At 12:30, installer leaves to get a drill bit from a nearby service tech’s truck. Five hours later, he is still missing. He has failed to connect one TV, and 2 of 4 phones do not operate. He has also cut off half of existing DirecTV service.
– Comcast customer service asks for “a quick moment” to investigate. Fifteen minutes later, they return to ask for “one more moment.” I am on hold for another 32 minutes. During that, I use another line to call customer service. I ask for a supervisor. I am not permitted to speak to one. I am told somebody will call me back. Nobody calls back. Customer service operator on first line takes me off hold in minute 50 to tell me a tech is on the way. I tell her I have been on hold for a total of 48 minutes. She says I haven’t been. I ask for a supervisor. I am told I’m not permitted to speak to one. One will call me back. Nobody calls. I miss a 4:30 p.m. appointment. I have a dinner commitment at 6:30 p.m. At 5:40 the installer shows up. I am leaving the house in 34 minutes.
– Incredibly, Comcast calls to ask if he showed up. I learn that the installer has lied and told his boss my job was finished when he left. I say he arrived after a 4 hour and 10 minute disappearance, but he can’t finish the job in time. I ask to have the job rescheduled. No, I can’t. She can only make sure he’s arrived. She can’t reschedule. I beg. I plead. I am placed on hold.
Bob plans on wringing every last bit of free service he can from this debacle, then will be canceling Comcast and gleefully ordering services from a competitor.
He asks: “Is this company so frantic to seize market share on voice and broadband that it is willing to disrupt customers’ lives, fail to appear, repeatedly lie to them, walk out on them and then treat the customer as if he or she is a nuisance?”
From the looks of our tipline: The answer is “yes.”
Comcast Must Die [Advertising Age](Thanks, Scott!)