Yesterday's JBO Alpha Search About us
| Over the past few months I have had to deal with unbelievable issues from Comcast. Some can be attributed to the standard corporate desire to avoid letting customer service do anything except tell me that they can't do anything, and other issues come from the inept employees they hire, and crappy equipment. About 3 years ago my wife and I decided to move to digital cable with a DVR. We love our DVR, but our DVR doesn't love us back.early on we had issues with the box malfunctioning. When had a technician come out to look at it they charged us a fee. I wouldn't be so bothered about it if I had the option of buying the box, but I am forced to rent it from Comcast. So why do i have to pay a fee to have them come out and replace the faulty box that they are renting me. Our DVR box issues have come up numerous times. Sometimes they waive the fee, but we always have to argue with them to get it waived.More astonishingly were the issues of the past couple of months when our Cable was disconnected by a technician intending to disconnect the cable of someone else. The first time this happend it was disconnected at the telphone pole across the street. For some reason they couldn't just reconnect the cable, they had to run a new cable wire. When they did this, The technician pointed out another cable wire running to the building that he said was not a Comcast cable wire, so he decided to cut it. That day our upstairs neighbor called Comcast because their cable was out. Go figure, When the technician came out to fix our neighbor's cable he disconnected mine again. Seriously, can it get much more ridiculous? Yes! Yes it can. When the technician came out to fix it he gave me the paperwork to sign, I read it and it said that they fixed the wire outside. Then we got a billed for repairs to our equipment; the cable box. Whem we asked why we were being billed for equipment issues and pointed out that the technician had never even come inside, they told us that the technician had coded the service document as equipment errors. We got out our copy of the paperwork and read his notes to them, because they did not have a copy. They then asked us to fax them our copy, but low and behold, their fax was not working. We eventually got a call from a manager who was as nice as could be, but told us that he honestly didn't know why it had been coded that way, he couldn't change it, but that he would give a few free months of insurance for our DVR. The DVR we rent from them. So now I have insurance on a box i don't own, and it appears to be a good thing, because it doesn't seem to be working anymore. My cable box keeps shutting off and reseting. This made even more frustrating because i ordered a movie On Demand, it has taken two and a half hours to watch the first 45 minutes. I decided to go an alternate route this time and use the online chat option to raise the issue. Fast connection to a rep, but no resolution. They actually told me that they could not arrange an appointment anytime a week from now. Here's the chat log which I have allowed to bleed over the margins because that is actually how the chat box works: > Comcast Customer service chatuser Comcast Customer_ has entered room
my cable box keeps reseting while. it has been doing this for 3 days and appears to be getting worse it has done it 2 or 3 times in the last hour. is this a comcast issue or my box? analyst Comcast Representative.39185 has entered room
Hello Comcast Customer_, Thank you for contacting Comcast Live Chat Support. My name is Comcast Representative.39185. Please give me one moment to review your information.
Hi. How are you doing?
Did you happen to receive my last message?
yes
not so good actually
I am sorry to hear that, Comcast Customer.
I can definitely understand the inconvenience this issue has brought you. But rest assured I would be more than happy to help you find a resolution for this issue.
thank you
Let me check for you the information here on my end in regards to this concern.
You are welcome.
To help you better with this concern, allow me to pull up your account. May I have your account number, please?
i don't have bill handy, can you use my phone number/
Yes, please.
Thank you for the information.
For verification purposes, please verify the last four digits of your Social Security Number?
3789
Thank you.
sorry 1689
it just did it again
Thank you for the information.
I apologize for the inconvenience that this issue has brought you, Comcast Customer.
I will now check the information here on my end in regards to this concern.
thank you
You are welcome.
Just to verify information, how may cable box do you have?
1 box
also computer modem
Thank you for the information.
Comcast Customer, how long have you been experiencing this issue?
three days
it is getting progressively worse
I understand.
Comcast Customer, this issue may be a box problem.
I have resolved that this issue needs to be checked by our authorized technician. You have an option to bring your equipment in the local office near in your area. Or, I can set up an appointment with our technicians to have this issue resolve. Would you like me to proceed?
please schedule an appointment for next wee
week
Sure.
Let me check on the schedule for you.
Comcast Customer, I have checked the schedule and it appears that there is no available schedule at the moment.
I apologize for the inconvenience that this issue has brought you, Comcast Customer.
Would you like me to give you the local office address instead?
no, i have insurance for this and they need to come here. this is an issue because of Comcast equipment
I understand.
Let me work on this schedule for you.
Will it be alright if I place you on hold for a couple of minutes while I do so?
okay
Thank you. I will be back shortly.
I appreciate your patience; I am still working on this for you, would you mind holding for a little longer?
ok
Thank you.
I am still working on your order. Please give a couple more minutes to complete your request.
Thank you for patiently waiting.
Comcast Customer, I have tried everything here on my end to have a schedule for you.
However, I only have limited resources for this matter.
Frankly, that is unacceptable
I may need to ask you to call this phone number
I understand.
I apologize for the inconvenience that this issue has brought you, Comcast Customer.
I can definitely understand how you feel,
it just happend again. I would like you to have a representative contact me tomorrow by phone. if thyat does not occur i will contact the CEO on my own.
I understand.
Rest assured that this will also be noted on your account for reference.
Again, I am sorry for the inconvenience that this issue has brought you.
Will there be anything else that I can help you with?
thank you,
You are welcome. We have always stuck it out as Comcast customersbecause we figured there would be more issues from changing, it's not like we feel the competition will have stellar customer service. At this point, however, why not take advantage of reduced pricing for signing up with someone else. If we have to deal with all these issues we might as well get a discount. If you are having similar issues withComcast customer service, then why not go ahead and sign up with someone else.
|