Reader Adam has written in to share his maddeningly typical experience with Comcast. As he says, “They didn’t kill my first born child, but they were a big pain in the ass.”
After his bill kept increasing mysteriously each month Adam and his wife decided that they’d better downgrade their package and get rid of Comcast’s digital phone service. It only took 3 days and 9 phone calls before Adam’s wife gave up and just went to Comcast’s office. And, naturally, when she got home with her new modem the internet didn’t work. And when they fixed the internet the cable stopped working. So far, Adam and Crystal are up to 13 calls to Comcast…
– Monday, I got on the phone and called at 9:30pm to find that their offices were closed at 9pm.
– Wednesday, I called at 8:15pm, got the run around and had to hang up to take care of other obligations. I promised I would call back the following night to discuss the matter further.
– Thursday, I started calling at 8pm…
Call #1-2: The first two calls I was put on hold for ten minutes before getting a tier 1 representative. Tier 1 reps can talk about what is on your bill and why it is there, but can not change anything. When the tier 1 rep put me on hold for a tier 2 rep who could change my account (see above: account specialist) I was disconnected both times.
Call #3: My third call landed me a tier 1 rep again who sent me to hold for a tier 2. When what I thought was a tier 2 rep picked up it turned out to be a tier 1 again. I Expressed my frustration to this rep and was assured that I would be put in touch with a specialist this time. I held for 5 minutes and was disconnected.
Call #4: Call #4 had me back on the line with a tier 1 and begging to talk to someone who could actually help as it was 8:52pm and I knew they closed at nine. I was put on hold for a tier 2 and finally someone from sales picked up. The guy from sales said he could not help me, but would transfer me to a account specialist who could. I told him the department closed at 9pm and that I wanted to make sure I got someone on the line. He assured me that the department was open 24 hours a day even after I told him about the prerecorded message I had heard Monday. At 8:56pm I was transferred and got the message about the department closing at 9pm.
Call #5: While on hold for call #4 I asked Crystal to call as well in an attempt to double our chances. The tier 1 rep transferred her to the tier 2 department at 8:55pm and she got the closed message.
Call #6: Crystal’s final call of the night was made at 8:57pm where upon she got to a tier 1 rep who told her that the account specialist office was closed at 9pm. My loving wife pointed out the simple fact that it was 8:57pm and wondered to the rep if every account specialist left early that night. The rep repeated herself again (in her best monotone put out robot voice) and tried to end the call. Crystal asked to speak to a manager and the rep told her that a manager would tell her the same thing and could not make account changes. The rep then wished Crystal good night and hung up.
– Friday came and Crystal had the day off. She called mid day and went from a tier 1 to a tier 2 the first try. She decided to downgrade our package and drop the digital phone. When the phone call was nearly complete the line disconnected. Having had enough phone calls to Comcast in one lifetime she decided to drive up to the Richmond office. When she arrived she got in line exchanged the combo internet/phone modem for just and internet one and got an estimate for what our monthly bill would be ($125 by the way).
When she arrived home she hooked up the new modem and the internet did not work anymore. She called Comcast repair and was told she had two options.
1. Remove the plan downgrade, get a chance to fix the internet and be transferred to a tier 2 rep who could reapply the downgrade.
2. Wait till August 5th (4 days without internet) for the plan downgrade to go through their system and then get a chance to fix the internet.
Frustrated she choose door number two in the hopes that I could fix it when I got home from work. When I did arrive home I made sure everything was hooked up properly (it was) and called the same repair department she had earlier. I actually got a competent person on the phone and had the internet fixed in 20 minutes, without any mention of downgrades.
The cable TV in our office stopped working later that night and has not worked all weekend. Crystal called and they assured her that the only way to fix it was by sending out some one to repair it. I am going to call tonight and roll the dice (more like Russian roulette) that I get someone smart on the phone. That or yell at a twenty something who makes $10 an hour.
The icing on this crap cake… Verizon sent us a postcard in the mail starting a two month count down for Fios in our area. You bet your sweet ass I am switching!
UPDATE: Comcast Frank sent us the following statement:
We already reached out to Adam on his blog and we are reviewing this experience with our leaders in Richmond. This was unacceptable and we will make sure we learn from it and work to make sure it is avoided in the future. We have apologized to Adam and we will also make sure he is cared for based on the trouble we created.