I feel like the cable company (Comcast) has a monopoly in my area. There is little to no other choice, aside from Dish Network, for cable out here. It is even worse for high speed internet because there is no alternative. I feel so sucked into giving them my hard earned money. This whole thing starts a little over a week ago when I called to order service. I was having trouble getting phone service set up because the previous owners had Talk America and apparently Talk America does a soft shut off so the service isn’t turned off at the box like the phone company I wanted to go with requires. So I asked for phone service along with the high speed internet from Comcast thinking company ABC wasn’t ever going to be able to turn my phone service on the old fashion way. Late last week I FINALLY got phone service. So I called Comcast to cancel my phone service order, but said I still needed the high speed internet. I thought I was very clear about it. Sure enough the lady who took my call screwed it up and canceled the internet and not the phone.
Great! I spent most of yesterday getting the run around and being told it would take another week to get me service. I need internet acess for my job. I only go into the office two days a week. I am expected to keep up with my email and messages during the week days I am not in the office. SO the guy from Comcast, Percy, tells me they will be out at 4:00 that day to hook me up. No one shows up. I figure I better call by 4:30 because within the next half an hour no one will be there. I find out that I was really scheduled for the next day, between 9:30-12:30 at some point someone will show up at my house. If I hadn’t called how as I to know someone was going to be at my house? I am to the point I ask to talk to a supervisor and I am raising my voice on the phone. All I was given was apologies and lots of time (about 1 hr) of being on hold and being told I don’t know why anyone would tell you 4:00 that day. And apparently the next day wasn’t scheduled correctly, so if I hadn’t called I would have had an appointment for service but no one would have shown up?!? If I didn’t have to use them at this point, I wouldn’t!!!!!!
The cables guys showed up today at 12:15ish. They installed the cable internet line in the office, but didn’t have the start up CD. It appears to be okay because apparently I can do it online myself. Cable guy #1 says he can do it but it will cost me more money. Theses guys had been just walking into and out of my house without announcing themselves. At one point they drove down the street and climb up a telephone poll, then came back and just walked right in. “Really, I want to give your company more money?!?” I thought. I had Cable guy #1 reassure me I could do it on my own. The minute he left I got an error and had to call tech support to find out my modem hadn’t been registered all the way. The tech support lady was nice and helpful, even friendly which is more than I have gotten from anyone at Comcast to this point. When I was done with the tech questions I asked her about my bill. I was told I was going to be paying the $19.99 a month special they had been running on TV. The bill I was left with today said $42.99. So she has to transfer me to sales.
Great, fabulous, I just LOVE spending more time on the phone! The lady proceeded to question 'who told me I was getting $19.99 special?' and I told her the lady who originally took my order, 'doesn't your company track that?!?'. I said I had seen it on TV and had requested it. Then the sales lady proceeded to tell me that I am paying the $19.99. I asked then why does the bill I was left with today say $42.99? She goes on to say on my bill there should be a $23 discount. “BUT THERE ISN’T ONE ON THE BILL!” I stated sternly. I just want to kick something, but don't. She then tells me I can call any of the other reps if I don’t believe her. I asked to speak to a manager and the request was ignored. I was belittled when I asked why anyone isn’t trying to make me happy? All I was getting was a lot of being put on hold and screw ups. I am a very unhappy costumer. She asks me what I want. Not in a kind way at all either. I honestly felt like she was trying to start a fight with me. I got off the phone and cried. How can a company be so ill managed, rude and disrespectful and be so profitable? Probably because there is no other choice.
Can you not get a list of the company directors and write them nasty letters saying how disgruntled you are?
ReplyDeleteThat really does suck.
How come one company has the monopoly on the thing? Surely that's illegal.
I've had Comcast for years. Probably the worst company in the world to deal with. Three examples:
ReplyDelete(1) It took a year and a half for me to get a second e-mail address established with their internet service. They kept telling me that the multiple-account feature wasn't ready yet.
(2) Their online bill pay feature involves typing up an "e-check" on their website, meaning you take one of your check numbers, enter it into the e-check template on their website, enter your account number and the amount on the e-check, and then they print it and cash it on their end. You then tear up the corresponding blank check from your checkbook. The most ridiculous online bill-paying concept ever devised.
(3) I tried to e-mail their tech support people for a month straight to solve a problem I was having. When I finally called the 800 number, the techie told me that all e-mail to Comcast goes into a black hole, and no one ever reads it. Nice customer service.
Thanks for the vent. I feel better now.
Don
Listen up !!
ReplyDeleteTry working for the Cable Giant...
I did for almost 6 years. the best thing I every did was pack my bags and leave, But take it easy on the reps its only so much they can do. " of course common courtsey is proper respect but walk in there shoes u would run
rachel,
ReplyDeletei wrote about Comcast in a post too. comedic slant.
http://freudianslipsincreativewriting.blogspot.com/2005/01/customer-service-or-wiretapping.html#comments
Rachel,
ReplyDeleteWe've been dealing with Comcast for three months, nearly four. So far, our service has not worked properly. We've had a tech out here four times, never showing up when they said they would. Today, a line tech was supposed to come out. That's an "all day open ticket" as the line tech "sweeps" the area and could magically appear on my doorstep at any moment. Needless to say, I called at 4:30 to see if the magical linetech was going to be appearing. I was told my appointment is for tomorrow, Friday, December 15. Okaaay, tomorrow is Thursday, December 15. They told me my husband misunderstood when the appointment was made and basically told me it sucks to be me. They were extremely condescending. THREE MONTHS, we've been dealing with getting treated like crap. This is not the first time we were told that WE were mistaken about the appointment.
I realize the CSR's have a crappy job, but you know what? It's a free country, look for a new job. I'd sooner work at McDonald's than work for a company like Comcast, and trust me, I have left better jobs than CSR and taken a worse position than McDonald's, just so I don't become a condescending jerk, losing my soul to some company! This has got to be the worst company on the face of the earth. We currently have two complaints filed with the Alabama Better Business Bureau and have been in contact with a lawyer. There is no way I'm paying for this!
Be assured, you are not alone in your abusive treatment from Comcast!
We have been with Comcast for a couple years now. It sucks!
ReplyDeletePrior to that we lived so far out cable was not an option and the dish sucked too... on rainy days, on windy days, on really cold days (who knows why) and it seemed sometimes even on perfectly still, pleasantly warm sunny days.
Anyhow, so when we move closer in to the city we opted for cable... dun, dun, dun... Comcast is our option. All the things being posted here we have experienced.
In addition, we pay for rental of their DVR's (our current nightmare). I am a working mom of a 7 year old and a 9 month old and I really look forward to my alone time on friday night after the kids are in bed and my husband heads downstairs to watch his own shows. It's then that I get to watch what I want... all alone.
I sat down to do just that tonight and found that my favorite show had not recorded last night. My pulse increased slightly at the thought that something horrible had happend to my Friday night alone time activity.
I check my scheduled recordings to see if I misunderstood which week the new show was schedule to air. Then I paniced... nothing was scheduled to record... ever... and there had been lot and lots before.
Of course I called Comcast. Waited for a rep for 13 minutes and then spoke with a jerk who recommended I "nplug the unit and plug it back in, and if that doesn't work call back". Now I wasn't interested in spending another 13 minutes on hold. Also, everytime I have an issue with the DVR, they tell me to unplug it which leaves it in a half useful state for the next hour or more... usually during prime time TV. He was disinterested in my concerns or problems and seemed only interested in having me follow his standard "get the customer off the phone quickly dispite the futility of the tactics" trouble shooting steps. There's so much more but I'm so tire of even thinking about them.
I came on line to research my alternatives. We use Comcast for Cable DVR and Highspeed Internet and I'm paying way too much for the service. $160 per month. Way too much especially considering all the issues I have with the DVR's and the poor, poor customer service I usually receive. (I must mention on my second call tonight "Carrie" offered my a "one-time $25 credit to my accout". Best service I've ever recieved over the past 2 years.
I wish I had another cable option. Comcast is too large and we deserve the option of choice which in turn would (should) lead to better customer service.
I too just got off the phone with comcast. I bought a H LCD TV for my BR. I thought I could pick up the box and plug it in with $6 a month charge.Noooooooo----they have to come out. So I said I need a box with a HDMI connector because that is simple the best connection - i know I have tried it. Well that only comes with the DVR which more money per month. So they want me to take off work so they can come to the house for a job, a monkey could do and charge me $29.99 for the luxury. the agreed to bring that down to a $17 fee. Then I am told that the additional box will cost me $18.90 PER MONTH!!! $11,95 DVR and $6.95 HDTV. It makes no difference that I am already paying for HDTV. I explained to this brilliant phone operator that this is the reason that Verizio FIOS is kicking their butts wherever it is installed. So A manager is supposed to call me ....Yeah right.
ReplyDeleteI cant believe I am hearing these words. I just cancelled DISH. DISH network is the worst I have ever had in my life. I would rather pay high cable bills then crappy DISH and their cheap techs. I wanted to get Comcast but now I am rethinking. And I heard Verizon FIOS is horrible - I heard many ppl are sending back boxes and cancelling. I want cable but now I am scared. . . Comcast is the only cable provider in my area. This sucks :(
ReplyDeleteMy problem with comcast is that they keep taking channel after channel away from the regular line-up and moving them to their digital line-up thus making the customer pay more for the same service. I sure wish I had a choice in the matter!!!! Soon I will be left with only news channels and the somali channel!
ReplyDeleteMe: Thank you so much for your help.
ReplyDeleteComcast Customer Service Rep: Did you call me sir?
Me: No, I said, Thank you so much. I appreciate your help.
CCSR: I'm not a man.
Me: I didn't think you were a man. I said thank you for your help.
Then she hung up on me.
My bill is constantly growing. I pay $180/month for cable/internet/dvr! Comcast Customer Service people are the worst on the planet. I've been a cable/internet customer for over a year and they still call during dinner hours to sell me services.
I can't wait for the day when Verizon serves my area.
Comcast sucks. Unfortunately, your experience is the norm. I don't even have the energy to share my tale.
ReplyDeleteSince you have the choice, I highly recommend DISH Network. They are actually rated #1 in customer satisfaction compare to other satellite and cable companies. I have and work at DISH and I can tell you that they are offering new customers up to three HD receivers for free. Plus you can use the HD free for life promotion to upgrade your channels to HD for no additional cost on your bill. Check it out at dish.com/hd200!
ReplyDelete