“I am writing this because I feel more and more as I work there that I can’t sit back and watch Comcast fall flat on its ass when it comes to customer service. I hate to say it like that but Comcast’s customer service is amazing. I am going to tell you a few things that you may not believe happens in a call center but it does. I am leaking this information in hopes that Comcast will know that their customers are fully aware of what is going on and that their screwed up actions should be stopped in their tracks.”
5. SUPERVISORS WILL ONLY STEP IN IF YOU REFUSE TO BE MOLLIFIED
Ever wonder why anytime you request a supervisor that the CAE tells you that we will need to get your information and have one call you back, or we ask if you allow us the opportunity to assist yo.? The reason for this is that we have escalation measures set in that a customer cannot speak to a supervisor unless the supervisor feels that he or she must take the call. Beyond that, it’s the CAE’s problem to calm down and take care of the customer. Usually the call may be taken away if the supervisor is listening to the CAE’s phone call and see how irate the customer is, and that no matter what the CAE says a customer refuses to get off the phone unless they speak to a supervisor. So if anyone was wondering why they can’t just request a supervisor…then there is your reason. I actually think this is horrible and deplorable. If a customer wants to speak to a supervisor then they should do so…but only having one supervisor maybe a problem as well.
4. CUSTOMER SERVICE HAS NO IDEA WHEN A TECH WILL SHOW UP
You guys ever wonder why the person you speak to about your tech’s expected time arrival is a mystery most of the time? That’s because to the customer service rep at Comcast, it is. Only dispatch knows where a tech is and when a technician is on its way. Thanks to the bureaucratic way Comcast works, your CAE that you are screaming at must send an email to dispatch and wait for dispatch to send a reply, which can take about a minute to nearly thirty minutes. Now, they will always tell you that dispatch or the tech will call you back. More than likely, they will not. There is a chance that they may do it, but chances are pretty slim. So next time you call and ask where is your tech and when is he coming to fix your problem or do your installation, just relax and know that since there are so many customers and so few dispatch people capable of answering phones you will not get any good answer off the bat. Just be nice and ask them to fill out a resolve form and give you a reference number for later. It will make everyone’s job easier.
[ed. Here are the numbers for dispatch so you can call directly, even if your Comcast rep can't.]
3. IF YOU DON’T PICK UP THE PHONE WHEN THEY “CALL’, YOUR APPOINTMENT IS CANCELED, EVEN IF THEY NEVER ACTUALLY CALLED
Let’s also stay on the subject of dispatch and phone calls. I know that many of you notice that when you wonder why your tech isn’t showing up and you find out your appointment was canceled. They consider that if you don’t pick up your phone…even if they never called you…you are not home verified. That means the tech does not have to go to your house because your appointment was canceled. Please don’t ask your CAE about these calls… the CAEs don’t make them, dispatch does. No matter what you tell your CAE, the chances of a technician going to your home after your appointment was canceled and you were not home verified is slim to none and you WILL have to reschedule. Issues like these creates arguments with my supervisor in ways you can never believe. When your appointment gets canceled and your CAE says your appointment was cancelled with a claim that dispatch called you and they didn’t just stop, breathe, and count to three and ask to reschedule. That’s really all that can be done. I am sorry, guys.
2. DON’T GET COMCAST PHONE IF YOUR AREA HAS LOTS OF CABLE OUTAGES
The next thing I want to cover is your services. Due to the monopolistic ways of cable companies I cannot say if a problem like this plagues other cable companies but beware of their phone service. Not that it’s a bad product mind you but there are some caveats that will not be explained to you, until its too late. First thing you must ask yourself…does Comcast in my area suffer from lots of outages.? If your area does, then stay clear of it. When there’s a cable outage, you will not have a phone. Also, I must mention that with the phone service, do not be delinquent with your payments. If you get to the point that they will disrupt your services (phone, cable box, and modem is deactivated) you will have to pay for your phone to be activated again. Hope they change that one.
1. COMCAST IS A GIANT, UNCARING MACHINE
I don’t want to say much else but just know there’s a very important thing I want to impart to the readers is that a business is only around to make money and charge you for the services they contain. When a business gets large enough it turns into a machine and the only thing that makes it seem human is the people they hire. Unless you really can’t control yourself, keep your anger in check. For Comcast, your screams and your cries are not heard anymore. There are so many people screaming that Comcast has become tone deaf. They will start listening again soon when the money stops rolling in. That’s how you put a company in check. You leave them and make them lose money in any way possible. Comcast needs a wake up call and the consumer needs to give it to them.
UPDATE: Another Comcast insider writes:
The REAL tips here? ALWAYS ask the rep where they are located geographically. If it’s not your local office you’re talking to, then it’s most likely a craptastic 3rd party center you’re talking to. Ask to be transfered to your local office. Also, be nice. If you call up screaming at me and calling me names, I’ll do my job, but only what I’m REQUIRED to do. Most reps I know are this way, be it at Comcast or anywhere else. If you’re patient and nice to me in spite of your frustration, I will go to the wall for you, and call in every resource and asset at my disposal.
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(Photo: SpooSpa)
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If Comcast Can’t Help You Over The Phone, Maybe Try Going To Your Local Comcast Office
First off all I want to start by commenting on some previous comments:
“You forgot that with cable companies and phone companies the person answering the phone has a small what to do list that basically includes restart cablebox or modem. besides that theyt can’t help you. you have to ask for a higher level of support of get a technician to your house.”
You couldn’t be more wrong there, as a person that once worked as a tech support rep for comcast I can tell you first hand that there is one level, and one level only of tech support, asking to speak with another level is going to get you no where.
Thain – “Another company we support forwards all their lines except for one obscure extension to our TECH SUPPORT office around billing time so that we end up having to deal with the wrath of a hundred people who have been turned off for non-payment (and they just get pissier when the number we give them – which is SUPPOSED to take them directly to billing – just brings them right back to us).”
You may want to check with you supervisor there Thain because you are TECH and BILLING support, Comcast implemented this a few years ago to achieve first call resolution.
“most CAE have a criminal record and should not be handling anyone’s sensitive information (i.e. credit card, social security numbers, etc.)”
You should get your information right on that, all of our employees must complete a criminal record check, if they have a criminal record then they will not be hired.
“Asking for or demanding a supervisor is really pointless. I don’t care what business you are calling. Asking for a supervisor is tantamount to calling the entry level employee incompetent. The supervisor was once an entry level employee.”
Yes the supervisor was once an entry level employee…think about it, you have to know the business to manage it. I mean come on use your head here.
“I had Adelphia (which was ever so much better than Comcast – note sarcasm).
I noticed on my bill they were charging me for my modem.. the one that I bought myself lol so I called Adelphia and they fixed their problem.”
Thats funny…do you realzie that the person you were speaking with is actually a comcast employee? When comcast bought out Adelphia the Adelphia employees were out of jobs, Comcast trained some of their reps to go into a queue handling the Adelphia customers, although they branded Adelphia they were comcast. And while we are on the Adelphia thing, customers complaining about how connection issues started when comcast bought out Adelphia…well sorry to tell you but we didn’t switch networks, its the same on that Adelphia was using.
“When I say that the CSR’s should do what they are supposed to do, I mean that they should stay in contact with a customer until the problem is resolved and work the issue until the problem is resolved. Now I can hear the CSR’s balking, saying “Oh, my time is tracked! I can’t get off the phone, they won’t let me!” Total garbage of an excuse. It would literally take 30 seconds after writing down a note to walk it to your supervisor/manager. It would take another 30 seconds to walk over at some point and say, “I promised to call back Mr. Customer by such and such time, did we get an update?” Document the time you spend doing this, trust me when I say it won’t be held against you.”
I wish that all of the reps did this, I do have a number of my reps that email me with information from customers accounts that we need to follow up on, if they cant’ do it because of a large number of calls then I will. But sadly enough this does not happen enough and again its a break down in the company, the upper management will not let us do so in most cases, yes if a call drops you can call them back but explain that you needed to research the issue and then call the customer back with the information they are then told that they should be resolving the issues on the call. And yes they do complain about the call length, I will not tell my rep to lower their call time unless I know that it was caused by avoiding the customer or lack of understanding for the issue, if my rep is doing their job and addressing all of your issues then I don’t care how long their call time is.
“Comcast call centers have a supervisor for every 12 CSR’s”
HA I wish, each supervisor has about 25-30 reps reporting to them, and not all are scheduled at the same time, there are times when you have 200 reps in and only 3-4 supervisors.
I personally worked my way up to Supervisor from a Technical/Billing Support agent so can speak on both points of view. As a supervisor we deal with a number of escalated calls, and yes that says something about the business that I will get to. But a large number of those calls are pointless and a waste of time, customers with stupid requests. No we will not credit you for the time that you speant on the phone, what company would???? If the rep you are speaking with tells you they can’t get an earlier appointment then guess what they CAN’T. Trust me if they could they would if for no other reason then to avoid having to hear you complain. I mean come on people think about it, do you think that the reps want to argue with you? Do you think they want to be yelled at? No they don’t so if they could resolve your issue they would. A supervisor’s main duty is to manage their team, you complain about the CAEs well its difficult to properly coach the rep if we constantly get escalated calls with stupid requests that should have and could have been taken care of by the rep but you wouldn’t let them becuase you didn’t like their answer.
If my reps have a complaint from a customer or even from themselves regarding processes or systems I DO send this off for resolution but the unfortunate thing is I can send it off as much as I want but its up to the higher ups to address and resolve it. I would love to say that they will fix it but chances are they won’t.
And please don’t say that the reps don’t care, I have dealt with many of them that are downright frustrated with the obsticals preventing them from fixing your issue. I wish that there was more we could do for the customer but our hands really are tied, sad but true.
If you do experience bad customer service ask the rep for their name, center ID and employee Id, ask to speak with a supervisor, DEMAND one and issue your complaint, it will be addressed. There is a supervisor in the building at all times, it is very rare for us all to be in meetings at the one time, we have to have someone there to help the agents and deal with escalated calls. If you ask for a supervisor and the rep refuses get their information, name, center id, and employee id and hang up and callback. I know its bad to have to callback but at least you will get through to someone that will help you get in contact with a supervisor as you requested.
As for callbacks, I can’t speak for other centers but we DO call customers back, it only makes sense, if you have a CDV phone and we are troubleshooting we have to reset the modem causing us to loose the call, so we will call you back to complete troubleshooting. Unreal that some centers won’t call customers back, again a problem with the business, have set guidelines for all of your centers!!
Yes there is an issue with training, without a doubt, we do have very compitant reps, the ones that have been here longer. Why is that? Because they learned things on their own from taking calls, that is a bad thing, they should not have to learn on their own, thats what training is for.
Its a give and take situation here, the reps want to help you, please let them. Yes there some bad reps, but there are also some unreasonalble customers, is it fair to lump them all into one? Work with us and we will work with you.
Anyway enough with that…you wanted tips on how to get the issues resolved…wish I had them
-Dispatch – We do not have customer contact information for dispatch, they don’t deal with customers, its not their job. Hey we are lucky if we have updated contact information for them. If you want an earlier apt ask the rep to submit the information to dispatch and someone will call you back either with an earlier time or to let you know that there is nothing sooner.
Don’t demand a smaller timeframe, we don’t have it, if we did we would offer it to you. Sorry that you have to work but we can only sch for the time frames that we have. Ever notice why are rep is reluctant to put on a work order please come after 10 when the time frame is 8-12? Its because the tech (the contracted ones) see this and will purposely call before 10 knowing that you won’t be home. This way they can cancel the appointment and get their money, after all they do get paid by the job noth the hour. So theres a hint in there, have the rep note “Call after 10″ you will most likely get your appointment earlier if thats what you want.
For NDT issues, we have to get a tech out within 24 hours, FCC regulations, demand it if you are not offered it.
NBS general timeframe depending on the region is usually a next day if not same day appointment.
Intermittent Connection 3 day turn around, sorry but people without service have priority. Want a tip: unless you are using an EMTA for CDV service unplug your modem, that way they will think its offline and get you a tech sooner. This will not work with the CDV modem as the system picks up that it is unplugged. And remember don’t plug it back in, the modems are checked before a tech arrives to make sure that one is needed, if they see your modem online then your appointmemt will be cancelled.
Yup, pretty much sums up the experience here. The frustrating part from the customers POV is that we know that it is not the reps fault, you are just the poor schmucks that Comcast use as a buffer between us and them.
We know that you do not have the information to help us but we are the ones losing the last 10 minutes of a movie, a contract due to an email not getting sent, a vital phone call from overseas etc.
Also, when we do get service we are bombarded every 10 minutes with Comcast commercials which begs the question why cannot some of this expenditure go into infrastructure but hey, that’s a whole ‘nuther rant.
Bottom line – you people have my undying admiration for putting up with the crap that you do, talk about stuck in the middle!
Greetings from a Comcast Customer Service Representative (Residential)… given a lot of the comments posted, I thought I might write to give you an agents perception from the other side of the phone.
Firstly, and most importantly, when I (and the majority of the agents I work with) receive your call, I(we) truly do want to resolve you problem to the best of my ability, but that isn’t always possible. I will use all my training and the tools available to me to get your phone/internet working (I don’t do tech support for video or billing services so can’t really comment on those services).
I work for a contract company (in Canada) and work the sunrise shift (10:45 pm – 7:15 am CST). While there are many resolutions that I can offer – there are some that I can’t offer because I don’t have access to some branches of the company because they aren’t open.
To make your call more successful I would like to make a few observations and suggestions.
1/ My job is to do my best to get you a dial tone or and/or internet connection. As much as I would like to (and I have the call time to prove it) it is not my job to clean the viruses from your computer, set up your numerous email accounts, record your phone messages, teach you how to use your computer, set up your router, make long distance calls, call your friend because you can’t reach them, etc. The point I am trying to make is that sometimes when customers call their expectations are not realistic, and while I can sympathize with your plight, I am only suppose to assure that your services are working (a dial tone and that your modem is working and that you have a connection).
The rest will be listed in point form;
1/ When you call and we ask for your phone number/account number – it is so that we can look up your account information and check the status of your equipment. If you are not willing to give me that information there probably is very little I can do for you.
2/ I know that having your services out is frustrating and honestly, if there is a way that I can get your services working I will do everything within my power to make that happen. Yelling. cursing, threatening me isn’t going to correct your issues any faster, all it is going to do is make my night that much more ugly. To be honest 95% of the customers I speak with are wonderful, kind, patient people… but here are also those that spend 10 minutes telling me how they are going to have me fired because they can’t get online.
3/ Please read your service agreement – when you call and tell me how much money you are losing for your business (or gambling bets) because you can’t get online it isn’t going to change how I can help you resolve the issue, I will do what I can to help resume your services. If you have a residential account it isn’t meant for business and if there is a loss of connectivity the company is not going to reimburse you for loss of business. If you are using your internet/phone account for business then get a business account it will save you a very large amount of grief (and possibly money) in the long run.
4/ If you are calling and your services are disconnected because of an outstanding balance, regardless of what emergency is happening in your life – unless you are able to make a credit card payment (those are the only payments I can take) there really is nothing I can do to get your services back up and running. Again, yelling and cursing at me isn’t going to get your internet/phone connected and in all fairness, it isn’t me that didn’t pay the bill.
5/ Just something all Comcast (and any other utility customer) should know – from time to time your service will go down for maintenance (I know that Comcast doesn’t have the best notification policy). Please understand that any/all equipment needs to be maintained from time to time. As a rule if maintenance (generally) is planned it will happen after midnight and can take from 3 – 6 hours (in general). The reason it happens after midnight is that is when the least amount of customers will be affected. The purpose to maintenance is keep your service running to the best of it’s ability. To put it in perspective – would you buy a car from someone who told you it would run forever without ever needing to be serviced? Any/all equipment needs to be serviced at some point and Comcast is trying to service the equipment when the least number of customers will be affected.
Lastly, I can only appologize if you have had a bad experience with another agent who didn’t resolve your issue, dropped your call, put you on hold forever but I do assure you if I can resolve the issue I will (In all fairness, it may take some time but I will try everything I know to to get your services up and running. If I can’t resolve the issue I will schedule an appointment for a technician to come out and get things working – when I give you an appointment date/time that is the earliest available appointment that I have to offer (the computer generates the next available appointment) and if the appointment time seems unreasonable – I will be the first to recommend that you call back during regular office hours for your local office hours (usually 8:900 am to 5:00 pm) to see if there is a technician available before the date/time I gave you.
I hope that these points have helped to explain some of your experiences with Comcast services representatives,
Thanks for your time
I have a screenshot of being number 121 in the queue for chatting online
with a representative:
http://www.igottheconch.com/index.php?title=Comcast#Comcast_customer_service
Tonight I was on hold with comcast 29 minutes 30 seconds before the battery
on my phone went dead.
The previous call when I tried to call I was on hold for over 20 minutes.
Went from Verizon 3 mos. ago for Comcast “Triple Whatever” pkg., been an absolute horror story. Verizon may not be warm and fuzzy, but their stuff worked. This deal with Comcast is like a comic opera, ‘cept it ain’t funny. I’ll go back to Verizon/Direct TV shortly, and if any Comcast salesmen show up in future, I’ll throw ‘em out in the street.
We winter in Florida. Each year I call before heading home to cancel service..and each year I get billed for additional months because “Comcast has no record of your call…”
The last customer service rep I spoke with was a real hardass..not a way to run a business.
Today is Tuesday AM (1/0609) in southwest Michigan. I have been without Comcast service since last Thursday PM (1/01/09) That’s no TV, no phone and no internet. The Comcast service representatives keep telling us that there should be no problems in my area. They don’t understand why we have a problem. I’m typing this at work to warn other potential Comcast customers. My wife has spoken to ten different Comcast service representatives and she continues to get the run around. She has used all her minutes on her trac cell phone in a fruitless effort to get our Comcast service (that”s an oxymoron) operational again. A Comcast service tech finally arrived yesterday and said our system was back up. However, when we returned home from work, we discovered that the cable to the TV is still not working. I’m a big football fan but I missed all the bowl games this year, thanks to Comcast. I’ve read the other customers complaints and I want to assure you that from my own personal experience, they’re all true. It’s the worst service I’ve ever seen. Look at all your options before committing to Comcast. Consider yourself warned.
Rick from Paw Paw, MI
If you are having a terrible time with Comcast, each and every time you don’t get an answer or a supervisor or the response you need or the repair done that you need, pick up your phone and call you local State Attorney General. They have complaint forms you can fill out and I know in Illinois, they follow-up on all complaint forms. You still may not get a response that you like form Comcast but they will be so innundated with having to answer the AG’s questions, in writing, that it will really be a problem and an inconvenience for them. If they don’t answer, they get a visit from the AG’s staff and they have to stop and answer on the spot and provide any paperwork requested. Just make their life a misery.
Does anyone know about Tuition Reimbursement. does anyone at all, know if Comcast Tuition Reimbursement will pay for school, if the CSR is paying the school through grants and loans? Or is it only if the student is paying out of pocket? Not much of a benefit, for all you have to put up with.
I’m coming in late to the game, but I was searching for keyword: mediacom and this comment
[consumerist.com]
caught my attention.
I’m presently having another round of issues with Mediacom. I am past angry and need a way to escalate my complaints.
Ive been here for 2 months, and the customer service is decent. But heres my REAL BEEF with comcast. At NO time was I told when I was interviewed, in training, or the first day i hit the floor that is, that I had to sell products to KEEP MY JOB. Im being threatened of being fired because I don’t sell comcasts bullshit products over the phone. I get 30-40 calls a day about services NOT WORKING due to outages, or a bad pc, yada yada. What makes you think that I can sell TV phone and Internet to someone whos services aren’t working? My supervisor HANGS over my shoulder until i ask on a call. EVERY CALL I HAVE TO SELL. I am INTERNET TECH support, not Retention. Im slowing begining to dislike comcast and its ways. Its ALLLL about money, no about customer satisfaction. Go to verizon, go far far away to verizion. Dont ever turn back…
ditch comcast, all they want is your money
My most recent Comcast customer service experiences involved an attempt to get my weak internet signal strength fixed, which required the installation of another outdoor cable. I learned that when dealing with Comcast, one does NOT catch more flies with honey. Here’s the run-down of what I learned from the experiences:
They don’t keep their appointments within the 12 hour window that is given, and if you ask to be contacted by the technicians before they come (so you can be there), you are told that they will make that request, but there is no guarantee. Lovely! I guess we’re supposed to be “understanding†of this. So I was, and thanked the person for their help, with a smile in my voice.
When the technicians came, one guy was very polite and professional, but the other one was trying to get me to tip him to upgrade my channel offerings that he could “fix†at the cable box up the pole. All hail to the powerful cable technician. Of course I said no because 21 channels of basic cable is good enough for me. I’m not a big TV watcher.
When they have to come back a 2nd time after the first sloppy installation attempt (I’m no cable installation expert, but even I know that loose cables are dangerous!), you will be given another 12 hour window during which time you’ll be waiting captive and vigilantly in your home to listen out for their arrival since there is no guarantee they will call to give you a heads up. In my case, they did not call.
There is no “supervisor” call back ever, even after REPEATED polite requests. The surefire way to get a call back, is to take more of your precious time to fill out the automated customer survey following each Comcast phone interaction. When you do eventually get that call back, be sure to keep your voice even and don’t let it show that you are upset that it’s been over 20 days (two of them being PTO days) since the first phone call with only a partial resolution, because if you do, the person calling you to resolve the complaint, will turn on you. You should suck up to them until the bitter end if you want to keep things pleasant. Just as long as you know that when dealing with Comcast, you do NOT catch more flies with honey. This is no guarantee that things will get done smoothly and efficiently (did I just use those words in the same paragraph as Comcast? Blasphemy!!!)
There is NO accountability. When the “technicians” come out to do the work, it is a free for all. If it’s not done correctly and you have to call the “customer service reps†back yet again, you will hear that the technicians are contracted and since they are not Comcast employees, there is not much control over the quality of the work.
The harder one tries to get the issue(s) resolved, the longer it takes.
And lastly, I’ve heard of “going postalâ€. I wonder what the comparable phrase would be here for Comcast haters? Any suggestions???
Under the circumstances of the pervading issues with this company, I think that employers should include “waiting for Comcast” as standard PTO employee requests.
Our final revenge! After having 3 appointments cancelled by the technician (without telling us), the morning of the 4th appointment we changed the service and no longer required a service visit. When the tech showed up we said we cancelled the appointment. He was not happy at all and said he would report us to his supervisor. Our county government has a contract with Comcast and has an office to field complaints. If your county/town has a similar set up, contact them so they’ll put the squeeze on Comcast…no service, no contract!
This makes twice that I’ve had a ‘Chat” with Comcast. The CSR both times was in Manilla, Phillipines!!!!!!!!! ALL Customer Service has been of exceptionally POOR quality. I pay an outragous amount for cable and internet and the least they could do is employ people in MY OWN COUNTRY let alone locally!
I guess diff’t areas work differently. We have a variety of time windows for appointments some 2 hr, some 4 hr, some all day. Tech time gets split into a compilation of these windows to allow them flexibility while doing their route, if a home needs more work they hopefully will be able to get it done while they are there and still make their next appointment. Some homes and buildings are truly a wiring nightmare: Cousin Cletus who once worked with an electrician added a couple cable outlets for you, now his ‘quality’ work needs to be redone; maybe the builder used antenna wire for cable and the landlord refuses to have it (or allow it to be) upgraded, the tech and customer are both screwed; your neighbors house is feeding back so much junk into the system that no ones internet works and they refuse to allow a tech to fix the problem. Oh by the way, your 2 to 4 appointment wants to know when you will be there since they are leaving at 3 and your 8 to 10 just called and they didn’t hear you knock because they were in the backyard/shower/neighbors house/asleep and wants you to come back. (At one time we noted the customers door color on the job to verify a techs door tag.)
Yeah, techs get a little cynical after a while. All have been lied to, lied about, accused of and cursed at by customers. Never mind the dog bites, shocks from bad electrical wiring, lice, rats, feces and just general filth. But then there is J. who I check up on when I am in the area, brews a pot of coffee and tells me the latest about her friends and family and ‘could you check this for me while you are here since the guys have been wondering if we could…’
Never did like the no answer on the phone then cancel. The person called for a reason. Stop by, maybe the person was in the backyard/shower… (your get the picture) and check outside, maybe you can find the problem. Do a couple quick checks and leave a door tag explaining anything you may have found and fixed. Of course, every tech visit costs money so I see the reasoning.
Ah time to go home!! ‘City just called and some guy ran a backhoe through us, power, phone and water. Power will be done in an hour, see if you can get into the hole before phone otherwise we’ll be down all night while they do their work.’ Call the wife, cancel dinner plans, stop at mickey d’s for a bite on the way and hope the mud isn’t too deep.
As techs we would just love to be able to show up at exactly the moment you expect, fix all the problems you have or are ever going to have and then leave. And no, I am not coming by at 10 p.m. because that is when your internet seems to get slow, did it once and not again.
We use to have comcast. We decided to tyr comcast phone also. The rep. that came to our house gave us the wrong info on the special they were having at the time. So when we got our first bill we realized we got screwed. Its funny how know one could help us untill we called our local comcast office to cancell both tv and phone that then they wanted to help.
Well too late. We went to dish. Now we are getting phone, dish,and internet for the same price our nabers are paying comcast for oonly two of there services. And no we are not paying on a special right now.
The specials all sound good with comcast untill you get hit with that first bill when it goes up.
I beleive in bad service no bussiness. The economy is too bad right to be messing arround with customer service.
So wake up comcast we are tired of your excuses.
You tell us to be nice and be patient while you give us the run arround. To me thats just another run arround statement.
Why have mailing in a payment as an option to pay for service? I mailed one payment because I could not get to my local office during business hours and did not know there was a depositery box. The payment I mailed is God knows where and has not been credited to my account nor has the check passed through my bank yet. Now I get a final notice before suspension and termination of service letter. Now I know why I have gotten the run-a-around with customer service. Comcast customer service is like all other customer services out there. It sucks!
Comcast retention employee actually started screaming at me – I pointed out that during the phonecall he had broken every customer service rule in the book, especially for someone working in the ‘RETENTION” department!! He absolutely refused to allow me to speak to a supervisor.
All of local customer service is beneath primitive (third party customer service is pretty informative – it’s just their information isn’t always accurate for our region).
The local customer service offices DO use common talking points though — I have had 2 CSRs tell me that the government broke our cable. We used to get digital display from our cable input on our digital TV. It’s gone since June 12 transition — everything’s analog now — Comcast actually converts digital broadcasts to analog and sends them to us!!! The so-called “converter boxes” only offer on-demand and other revenue producing services — but NO DIGITAL.
I believe it is a federal crime to use the US Mail to fraudulently charge for fictitious services so I’m using the online FTC and FCC forms to file formal complaints. They have been billing me for digital TV (increase rate) and admitted they don’t plan to roll out digital TV in our region until September.
I called the state Public Utilities cable TV complaint line. The guy really made a lot of excuses for Comcast, sounded like the PR person they wished they had — until I pointed it out – and then the guy stopped. Afterall – he works for the agency that is supposed to regulate Comcast.
Someone suggested the AG’s office, too. Will do.
Comcast values your business so much that the company allows the cae a full five and a half minutes to resolve your problems. If that cae call time at the end of the week exceeds 350 seconds, the cae is subject to disiplianary actions and possible, eventually, termination. For this and a variety of other reasons, cae’s don’t last long. Within six months of coming on the floor, fifty percent of a training class will no longer be on the floor, at year’s end, ten percent of that class might still be on the floor. This revolving door results in a larg number of newbies who really don’t have a good grasp on the job versus a few seasoned employees who really know what they are doing and can provide good customer service that will loose their jobs eventually for providing good customer service because their call time will be over the 350 time allowance.
I had an appointment with Comcast for today. I was scheduled to have 3 additional boxes installed. The cost was a flat $16 for standard installation and $7.99/mo monthly charge per box. If, when the tech arrived, it was discovered that any additional work needed to be performed there would be a one time charge of $17.99 per each box that required the additional work (wiring etc..). The appointment was scheduled for sometime between 11 and 2. This meant that I had to stay at home for 3 hours and wait. Not such a big deal, right? Well, when 2pm came and no tech had arrived I phoned Comcast. I was told that my appointment was rescheduled because the tech called my home at 1:30pm and no one answered the phone and so they assumed I was not here and canceled the appointment. This absolutely infuriates me because for one, myself and my entire family was home waiting the entire time. Also, they NEVER called here. I even doubled checked myself and looked at the caller I.D. and there was no phone call from them, or anyone else between the hours of 12 noon and 2:15pm. This can only mean one thing….they lied. My new appointment is scheduled for 5 days from now between 8am and 11am. I am contemplating canceling the additional service because I am extremely upset and to be frank, pissed off! To be honest with you I am actually a bit shocked that Comcast even dares to treat their customers this way with all of the competition they have now a days. In the past they were basically ones only option for service, but that has changed and in my opinion Comcast better smarten up quickly or more and more people will be canceling not only additional services but general service altogether. Wake up Comcast!