We’re happy for Comcast that it’s a giant company and all, but is it really that impossible to have someone in Connecticut talk on the phone with a Connecticut-based customer about a no-show installation tech who we presume should also be in Connecticut? Maybe that’s the problem—maybe the technician was accidentally outsourced and is presently driving around Mexico or the Antarctic looking for Karah’s address.

George Gombossy reprinted a letter from Karahs’ father, as well as the full chat transcript between Kara and Comcast, explaining the entire installation fiasco yesterday. Go there to read the full chat, which is a textbook study of pointless “customer service” designed to waste the customer’s time. In the meantime, here are the highlights:

• Comcast guaranteed installation between 8 and 10am yesterday morning.
• At 10:15 Comcast called and said someone was at the apartment. Only that was not true, as Karah could prove by opening and closing her front door.
• Karah’s father called Comcast at 10:40, was placed on hold for 26 minutes, then transferred twice, at which point a Comcast employee in Mexico promised to call back within 90 minutes.
• At 1:50 (more than 90 minutes even if the call lasted until 11:50), the father called back. He was told to expect an installation between 4 and 7 pm.
• At 6:30, Karah went online to confirm the technician was on his way. She was told it had been rescheduled—without her acknowledgment—for September 18th.

We don’t know how you went online to chat, Karah, but we hope that you have access to that Wifi-sharing coffee shop or friendly neighbor for the next two and half weeks.

“Waiting for Comcast “guaranteed” installation: holding your breath not a good idea” [Connecticut Watchdog]
(Photo: ericskiff)

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