Monday, August 17, 2009
Background: Two weeks ago, I scheduled an installation date for internet service only (no cable or phone service whatsoever). The appointment time came and went, and no one showed up. When I called, I was informed that, despite the physical printed confirmation of the appointment, no appointment was ever scheduled. If I would like, however, they'd be more than happy to schedule a second install 8 days later.
Today is that 8th day. Installation tech calls to say he can actually come earlier than the scheduled 3:00 appointment. I say fine. He shows up, sniffs around, claims he can't do anything because there's a "cancel" (his words, not mine) on my account. I proceed to call Comcast, where I am shuffled between four different departments, none of which has apparently ever heard of me. No one, of course, seems to be able to determine the actual problem.
I end up being told, three frustrating phone calls later, that no credit check was run (oops on the part of an idiot employee), so no install could be completed. Furthermore, the package that I had originally purchased is no longer available. Thus, I can reschedule an installation (for a pricier package) for later this week.
I'm having to restrain myself from telling this "customer service representative" to go throw herself off a fucking bridge.
Is it just me, or is this experience with this a universal experience with these idiots?
Monday, May 11, 2009
Here is Furious Crawdad's recent comcast horror story;
So I recently moved into my first house and found out that AT&T DSL wasn't going to work. Turns out I was now too far away from their node to get reliable service. So the only other route I can go is Comcast. It seemed like a good idea at the time. I mean, it should be a much faster internet connection and I will get cable on top of it!
So, the install day rolls around and the tech shows up. Except he doesn't know what to do. I have to *tell him* what I ordered. So I show him where to install the cable and high speed internet and while he has no problem getting the cable going, he clearly knows *nothing* about hooking up the cable modem. He has to call up another guy who walks him through it, and basically ends up plugging in the modem and bringing up a browser window with a webpage that looks like the Tech is supposed to fill out. He tells me to go through all the steps and it should be fine. Then he leaves.
So I follow the pages, and fill in my information. It's all going fine until one page comes back with a error message about a problem submiting some XML. The website seems slow and the time between pressing "submit" and getting the next page is literally like 2 to 3 minutes. Anyways, I try going back and resubmitting the page and I get the same error.
Restarting the modem/computer doesn't change much. I still get the same page that wants me to agree to some terms, and when I click on "accept", I get the same error. (Failed to retrieve account details) Ugh.
So I call 1-800-COMCAST as the page suggests, and they proceed to spend 2.5 hours testing my modem/restarting my computer. Finally, they tell me that some other group needs to fix it and to wait 3 days. Great.
So I wait 3 days and call back. Nothing has been fixed! In fact, the trouble ticket was NEVER SUBMITTED! They tell me NOW they are going to submit the ticket and to wait another THREE DAYS. What to do bet I'll call back and it still won't work?
So here I am, completely helpless. There's no guarantee that it will be fixed. They can just keep stringing me along as much as they want and there's nothing I can do about it. No one will take responsibility. No one can let me talk to anyone who knows what the actual solution is or who can give me a real timeframe in which it will be fixed.
How in the world can a company be so screwed up and still continue to exist?
Tuesday, May 5, 2009
Here is the personal story of Adam "Monkey Business" L, you can find his original story at the following link on yelp.com -
Here's my Comcast horror story.
The last time I cancelled service with Comcast, I had a cable modem and DVR. I was moving to another state that had Comcast, so I called and asked if I could return the equipment after my move? They said sure and gave me an address to mail it to. I moved, and returned the equipment to the local Comcast office, and made sure to tell them where to send it, and got a receipt.
I got a phone call about a month later, asking me why I hadn't returned my equipment. I dug out the receipt, gave her the number, and told her I had returned it. She said fine, and I went about my business.
A few weeks later, I get a bill for the cost of the cable modem and DVR. I call, explain that I had returned it, gave them the receipt number, and informed them that I did not have these items in my possession and would not be paying the bill. Customer service "promised" to look in to it, and that I didn't have to worry about anything.
A few weeks after that, I got a letter from a Collections agency, stating that Comcast had turned my name over because I had failed to return equipment. I called the collection agency, informed them that they were misinformed, and that I would not be paying them anything. I called Comcast, bitched out the Customer Service representative, demanded to speak to a supervisor, and demanded that this issue be settled.
Over the next several weeks, I got increasingly threatening phone calls from the collections agency, which disrupted my business and social lives, to the point where I was no longer taking phone calls from anyone whose number I didn't recognize. As I was interviewing at the time, this made things a little difficult.
I finally lost it one day after I got an especially nasty phone call. I drove down to my local Comcast office, demanded to speak to a supervisor, and ended up on a conference call with him, the supervisor in Chicago, and the supervisor at the Collections agency.
As I was no longer a Comcast customer, there wasn't anything they could do to compensate me. However, I did receive a very nice letter of apology from the director of customer service in the Midwest.
Monday, April 13, 2009
What a bunch of horse cock!
Its bad enough GM gets our money and is soon to go bankrupt due to the fact they build piece of shit cars nobody wants to buy, but the cable company ass raping most of its customers wants a bailout too, screw that noise.
Tuesday, March 17, 2009
It turns out that comcast compromises 8,000 users passwords and usernames, accidentally making them public, oopsy doodle!!!
Here's the story;
Comcast must now contact thousands of subscribers who've had their e-mail addresses and passwords openly available on the internet
Comcast has been forced to freeze the e-mail accounts of 8,000 Comcast subscribers after a list of usernames and passwords were distributed through document sharing website Scribd, the company confirmed.
Scribd removed the list at the request of Brad Stone from the New York Times, who was informed about the list by a reader who found his e-mail address among the thousands left exposed. Kevin Andreyo, a Reading, PA resident, searched for himself on Pipl before finding his information -- then contacted the F.B.I., Comcast, and several journalists before the information was removed.
"That isn't just my password for Comcast, it's my password for everything that is not tied to my credit card," Andreyo said during a recent interview. "It's one thing to publish a credit card number, but to hand over user IDs and passwords for accounts is another. Someone could just go in and pull up all your archived messages, and then they have everything about you."
Prior to being removed, it was reportedly viewed more than 345 times and was downloaded as many as 27 times.
It's possible that people on the list responded to a phishing scam and Comcast may not be directly to blame for this incident. Furthermore, Comcast said the list was a duplicate so only around 4,000 people had their e-mail addresses compromised -- but that information hasn't been independently confirmed.
"We have no reason to believe this came from Comcast," Comcast spokeswoman Jennifer Khoury told the New York Times. "It looks like a phishing or related type of scheme."
Tuesday, February 24, 2009
Here is a letter from an anonymous writer from boosh magazine, you can check out the link at;
I’d like to start off by telling you how much I hate you. I don’t mean that in a way where I’m just mad right now so I am saying something that I don’t really feel. Truly, surely and undoubtedly, I wish your existence a slow and painful death followed by an afterlife bursting with sorrow, shame and extreme embarrassment. You suck sweaty balls.
You may be taken aback by an introductory paragraph as strong as the one above. If so, then get ready baby, because we haven’t even scratched the surface.
For the past three months I have had a major league bone to pick with you and your Sally-ass corporate policy concerning business accounts. I’ve had it with you, and now we're going to throw down. You and your unresponsive and unaccountable army of “customer service” representatives have pushed me to the limits of my patience. It’s time for you to pay.
Just to refresh your greedy memory, all of my troubles with you started in October of 2008 when I contacted your business clients services department with the intent of canceling my TV service and two of the four phone lines that I had going into my office. I was paying something like $300.00 per month for TV, internet and cable, and by canceling two phone lines and the TV service, I’d have been saving almost $200 per month! As you know, you money-grubbing whore of a corporation, that kind of savings can really add up for a business during tough economic times. The representative I initially contacted for the cancellation, her name was Guadalupe I think, said that the cancel order would be processed and that my new bill would be $100 per month. I hung up the phone with a feeling of relief.
You can imagine my level of confusion when I received my next month’s bill, which stated a fee of $300 be paid for television, four phone lines and internet. I figured that surely there must have been some type of misunderstanding. I again called your business clients service department with the intent of clearing up the mix up. It was then that the fun began. Another one of your reps took a look at my account and informed me that no cancellation request had been processed and that because I have a business account, I’d need to type out formal letter containing my account number and written consent to terminate the phone lines and the TV service. I informed him that this was the first I had heard about writing a letter. The rep insisted that this was “company policy”. I hung up, wrote the goddamn letter, and faxed it to the given number so that my cancellation could be processed.
A week went by and I didn’t hear a peep from anyone at Comcast. I called in again, this time, slightly more agitated. I talked with yet another one of your reps, and he went ahead and pulled up my info. As if I were talking to a broken record, he informed me that there was no cancellation request processed on my account, and that in order to cancel business services, I’d need to write out a formal letter. I told him about the first letter that I sent in, and he said that there was nothing on file. I then asked to speak with the department manager, secretly knowing that he was probably as big of a dip shit loser as the rest of your reps. After a long talk with him about my account, he agreed to waive the letter and process the request himself. I said thanks, hung up the phone and let out a sigh of relief.
Another week went by, and sure enough my Comcast bill arrived. Do you want to know how much it was for? I’ll bet you already know, you evil bastard. Yep, you guessed it. For services including four phone lines, TV and internet service, I was to pay $300.
I called in again and really gave it to yet another of your asshole reps. He was quick to say that it wasn’t his fault and that I should not be so rude. Do you want to guess what else he told me? He said that a cancellation request was in processing, but in order to have it completed, I’d need to fax in a formal letter expressing my intent to cancel services.
At this point I was fed up. I told him to modify the request to include cancellation of all my services. I was wiping my hands of you guys. I figured I’d go over to AT&T. Not only are they cheeper, but I hear their high speed internet isn’t a turd, unlike yours.
I’ll fast forward to the present, which is a month after my request to cancel all my services. So far nothing has happened. I’ve called multiple times to follow up on the progress, but apparently none has been made. And just yesterday I received another bill for $300 that included a note telling me I owed $300 for last month’s service.
Guess what Comcast? Now it’s my turn to fuck with you. I kept records of every conversation that I have had with your reps in regards to canceling my service. Not only do I have written records, but I also have recordings of your reps telling me conflicting policy statements. Even though this may not be criminal, is this info of interest to investigative reporters? Oh yes.
This past Friday I sent a copy of all my stuff to Tom Martino “The Troubleshooter” show here in Denver, CO. If you aren’t familiar with Tom Martino, allow me to introduce him. He is a journalist that specializes in calling out businesses on their bullshit tactics. He's pretty much the pr angel of death. And guess what Comcast? Today the show’s producer called me and said they will be doing a feature on my story. Isn't that great news? Something about how mega corporations are exploiting small business like myself, which as we all know, are the backbone of this nation’s economy. You see, I may just be a little shop owner, but I have a big voice. My story is one of the average hardworking Joe trying for his own version of the American Dream. You have been taking advantage of me, and now you will be exposed for the predator that you are. People are going to eat it up. Get ready to take it in the pants Comcast!
And when you have a chance, I’d still like to have my all service canceled.
Thursday, February 19, 2009
I normally don't rant about negative experiences on my blog, but I'm hoping that my little post about how much I hate Comcast will bubble up high in Google rankings and that SOMEBODY at that company might think about improving their customer experience. It's all about the power of the customer, baby. Might as well stop spending millions on smiley-face advertising to get new customers, because the viral nature of the blogosphere is guaranteed to counteract it. So you really don't need to keep reading unless you're interested in a case study on terrible customer experience.
This is how bad it is: it's taken me 3 weeks to disconnect my service. When I canceled, the gal in the billing department kindly informed me that I'd have to call customer service repeatedly to disconnect my service or else I'd keep getting bills (yes, that happened. Thanks for the heads-up.) I then received collections calls almost every day for several weeks. And every time, I'd repeat my story about why I didn't owe anything and requested that they stop calling me. And then the phone would ring the next day: "Hi, this is Comcast. I'm calling to see if you can make a payment today." Someone finally figured out that no one ever officially submitted a disconnect order. The funny thing is, I thought they'd disconnected my service because my service wasn't working. Just a bunch of static. (I'd always had problems with the digital music channels.)
3 weeks after my initial call, the contractor showed up at my door to collect my cable box... and whadayaknow, another contractor showed up (from a different contractor company) to do the same thing. Both of them nodded knowingly when I remarked on Comcast incompetence... they both said they'd heard the same thing from other canceling customers.
Last straw: I just got off the phone with -- guess who -- Comcast. I'd given back my box and final payment a week ago. Apparently my number got back in the collections cue because they keep billing customers after the cancellation date. Why? Because the actual line outside isn't disconnected. They have to send someone out to disconnect the line (which happens 4 weeks after cancellation) and then the customer is credited back the amount they paid. So the obvious question is, why didn't the contractor who picked up my box disconnect the line while he was here? This has got to be costing Comcast a fortune in repeat visits, billing, customer service, collections, and any residual customer goodwill... all because their cancellation process is broken.
There's more, but I won't bother going into the details. It just feels so good knowing that with a single diatribe, I can inform potentially thousands of potential Comcast customers that they'd be better off finding an alternative for their cable TV service.
Monday, February 2, 2009
This is almost too good to be true, it appears that Comcast has been comcastic again, check out this amazing story!!!
TUCSON, Ariz. (AP) — A cable television provider has apologized to Tucson-area customers over a 30-second porn interruption during the Super Bowl. Philadelphia-based Comcast issued a brief statement Monday saying the company is "mortified" and is conducting a thorough investigation.
Comcast spokeswoman Jennifer Khoury says the initial investigation suggests that the interruption was an "isolated, malicious act."
The company says only customers in the Tucson area receiving the standard definition feed — not high definition — were affected.
Tucson media outlets reported that they received calls from irate viewers about the porn, which aired just after the Arizona Cardinals' Larry Fitzgerald scored on a long touchdown reception during the game's final minutes.
Read stories on the subject here
Friday, January 9, 2009
I just recently purchased a condo and moved in this past Friday January 2, 2009. I have unpacked most of my belongings in the kitchen and living room, my office and my bedroom. Everything feels lovely and homey but there is one thing missing from my beloved xbox 360 equipped living room and gaming pc equipped office, intertubes! Having internets in my new home would be fantastic, that’s why I attempted to be Comcastic!
So while using friends internets, I go onto Comcast.com and attempt to order a self installation kit consisting of a Comcast cable modem so that I can have high speed internet. Assuming that I’m not a completely retarded fuck face, installing a cable modem myself sounded so easy, my new home would be rocking in no time! After having attempted to place my order on Comcast.com their website experienced an issue so I assumed that my order for the self installation kit did not go through. I was never called or emailed any confirmation on my order, which is further evidence to support my assumption that the order did not go through.
So the next few days I attempted to call 1-800-COMCAST around 10 times, each time I was presenting with a few options like press 2 for Spanish or to press 1 if you are already a current Comcast customer or 2 if you aren’t a current customer. Every series of options I attempted on the phone with their archaic message system ended in a voice telling me to “please wait” and then to call the exact same number I just called to get a hold of customer service at which time the message ends and they hang up on me. I was dreadfully pissed about this, but the plot thickens…
So after my anger calmed down a little bit after about 5 days, I was informed about a good deal for 66$ a month to get digital cable and cable internet from Comcast for 6 months from comcastoffers.com (1-866-371-1751). So I gave them a call in hopes of getting this great deal.
When I called Comcastoffers I told them I wanted the double play plan for 66$ a month (digitial cable and cable internet) and gave them my phone number, a secondary phone number to reach me at, my address, my first and last name, and my email address. After all that time on the phone with comcastoffers they ended the conversation by telling me that my request for a self installation kit was pending and that they could not order my cable internet and digital cable until it was removed from my account. They told me to call Comcast customer service at 1-888-823-4281 and tell them to clear my request for a self installation kit so that I may be able to order the double play plan I wanted.
So I called the Comcast customer service number and asked the representative to clear my account of my previous request for the self installation kit. The representative said she was not able to clear my account information, so I pleaded with her and told her of my situation at which time she put me on hold and attempted to clear the request from my account. After roughly 45 seconds she returned to inform me that she was unable to clear my account from the request and that I should call comcastoffers.com back and change my address slightly when I’m prompted to give my information again. She told me to place a “-0” at the end of my address, or to place an “a” at the end of the suite number on my condo to trick Comcast’s system into thinking that my altered address is different from the address I originally attempted to get the self installation kit with. I was appalled and asked her if there was any other alternative, she said no. So despite my best judgment I called comcastoffers back and again gave them my phone number, a secondary phone number to reach me at, my address altered with an “a” at the end of my condo’s suite number, my first and last name, and my email address. After going through all the motions once again the representative told me that my bastardized home address still had a pending request for a self installation kit on it and I would be unable to order digital cable and cable internet until that request is removed from my account. The representative told me to call Comcast customer service and to ask them to clear the request from my account, AGAIN. So I told the representative that this was the 2nd time that I have been told to do so and that the first time was not successful and the previous Comcast customer service representative told me to bastardize my home address in order to settle conflicts in the system with my address being connected with the request for a self installation kit.
At this point I was beyond angry, but was very polite to the representative and ended up calling Comcast customer service again in attempts to clear my account from the request of a self installation kit. The Comcast representative AGAIN said that they were unable to clear my account and reminded me that signing up with Comcast.com is actually a third party vendor of their services and that they would be unable to clear my account request for the self installation kit. I then asked if I was able to visit a Comcast store if I would be able to have them clear my account of the self installation kit, they said no and reminded me again that Comcast.com is a third party vendor of Comcast and that they would be unable to complete my request in person either. So at this point I was speechless, so I asked the representative “what should I do, I don’t understand”, she reassured me that in 30 days the self installation kit would be wiped from my record and at that point I would be able to sign up for the Comcast services of my choice. I then asked very abruptly “are you telling me I need to wait a whole month until I can get internet and tv cable?”, she said yes that is true. At this point I was nearly unable to control my anger, but very nicely I asked “can you please give me the number to quest and Verizon so I might be able to get internet and cable this month”, she said “I cannot give you those numbers but I’m sure you can find them in a phone book”. I then said “goodbye”.
Now in retrospect I hate ATNT for selling their online/cable/phone business to the likes of Comcast, actually Comcast upped the prices on online/cable/phone as soon as they acquired ATNT’s former business. Now Comcast continues to maintain their fixed internet cable prices by offering up to X speeds with the speeds ranging from 6 all the way to 50 mbps. It’s basically like ordering a whore under the contractual agreement that she might have all her limbs, teeth, and a vagina if you are lucky.
Dealing with Comcast has left me confused, almost too frustrated to get angry, to laugh, or to even cry. I want Comcast to burn like the dirt bag whores they are.
Thursday, January 8, 2009
8 years, and I'm still getting billed...
In 2000 I was finally able to get cable, it was a blessing! or was it...
I started with Time Warner and purchased the router from their physical store thinking I'll save money over the long run. Two years later Time Warner starts to break out their equipment rental and monthly rates to make it appear they charge less, I find out I've been paying for the router monthly for two years...
Fast forward to Comcast taking over Time Warner. I pay with them for 3 years until they break out their equipment rental and find I'm now paying THEM for the rental of this router, now Time Warner refunded me the rental I paid for two years but Comcast never did. So I call and tell them everything and they tell me I'll need to provide a receipt for that box to prove I purchased it. I tell them to produce paperwork that says I rented it from them, silence. I assume this issue is over, I move and order the tripple play (new qequipment new address) they bill me for disconnection at old address I keep them for another year, after which they want to jack my bill up over 50% to keep a 'sometimes working, mostly not' phone line and crappy cable. I decide nope, I'm heading over to qwest who can finally compete with comcast in speed and FAR superior in customer support (course that's not saying much).
So here we are 2008 and I've dumped Comcast paid their disconnect fees and returned their equipment and I get a letter from an old neighbor from my previous address from Comcast saying I owe them $40 for the modem I never returned to them.
I do not want to sound bitter but seriously? not only do they send the bill to an address I no longer live, report me to the credit bureaus for equipment they do not own but they have the nuts to tell me I need to return the modem I purchased 8 years ago and rented on top of that for 5 years back to them.
I've made numerous calls and each time I get the same thing... effectively "were sorry but your nobody, were Comcast, and we will do whatever the hell we want and you will bend over and take it and like it".
Well Comcast, I hope you enjoy the $40 feces soaked check as much as I enjoyed your service.
I hate Comcast with a passion.... Why? Becuase for the fifth time since August 2007, Comcast has mistakenly disconnected the cable to my unit. I say mistakenly but I'm now beginning to feel like this has to be TOTAL incompetence. To make matters worse during my last outage, I was told by a Comcast technician that it appeared as though another of their technicians had cut the cable leading to my unit and routed the cable line to the unit just above mine. Of course their was no of my proving this, so I instead had to bite the bullet and wait for my office to have an electrician to come out and repair my line. In the mean time, the technician that informed me of what happened, did a temporary fix to route cable to my unit by splitting the signal off of the unit above me and routing it to my unit; this happened back in April. So as you can imagine, I'm way beyond frustrated with Comcast and this entire situation they've created.
I also Hate Comcast... They have the dumbest people working there... Can someone Please get me a name of a Manager for the Fort Lauderdale area... with a Phone Number... I went to their Local Store and tried to find him but I had no luck, its so sooo Frustrating... I had to go Number 2 though and being Pissed Off with nowhere to go... shit man I took a Dump in their Flower Pot on the way out to my car... anybody have that damn Assholes Phone Number?
just got off the phone with those idiots. they are trying to bill me for a service call when the tech did absolutly nothing. after voicing my displeasure very loudly to the rum head on the line he acctually tried to talk me into upgradeing.comcast in my opinion is the perfect example of what corporate fucks are all about MONEY MONEY MONEY
I got comcast 2 weeks ago. I cant stand them at all. I wanted my outgoing number blocked it took them a week and a half to get it right! NOW after the jakoffs call me to make sure it's right, now the *82 feature wont work so I cant unblock my number to call my mom in another state. It worked fine until the ding bat called me. TOday I call about it and the dumb sob told me that it would be fixed in an hour. 8 hours later not fixed called again and was told it takes 24 hours and if not fixed I should call again and they will put another ticket in to fix the problem. I told the supervisor that they had incompitent A** holes there and they should not be in business. he agreed and told me about the "I hate comcast" websites out there. I told him I wasnt suprised. then I told him if things were not fixed by tomorrow then they could come and get all their crap and shove it.
My wife and I recently moved from the west coast to the east coast and were looking forward to being free from the shackles of comcast and getting a new TV/Internet provider. We set up with Direct TV and bundled our internet service through Verizon and were excited for our instillation. Unfortunately, our apartment managers then told us they do not allow any type of Satellite dishes on the premises. We were very unhappy as the package with DirecTv was less than comcast including promotions and after the promotions expired DirecTV was still about 40% cheaper. Comcast has a monopoly in our area being the one and only cable provider to our zip code. We are already looking forward to moving to a new location once our lease is up and finding a non-comcast provider. Oh happy day!
I have been dealing with Comcast for 8 weeks ...called 10 times and had 4 techs come out. And the problem is actually the same as another blogger...around 7pm my service goes out, but only on certain channels. They even had the audacity to charge us for a service call because they said it was our lines in our home. BTW- our home is brand new!
I am starting to send letters to their CEO and Customer Service Ops Exec to see what they have to say about such poor service and the rudeness of their employees.
As I am sitting here waiting for the tech that was suppossed to be here between 8 and 10, I am getting really pissed. I think when he gets here I am going to have him just take their stupid modem and cancel my services. If I hadn't called an hour ago no one would of even showed up because he didn't know about the job but yet he called yesterday to confirm it. Go figure. They need to send all their customer service reps to a training course on how to be polite over the phone. I love how they just hang up on you or just dismiss what you are saying to them like it isn't important that the service you are paying for sucks!!! I miss Time Warner.
I am on hold with Comcast right now. They recently took over my smaller, local cable company. Two weeks ago, we had our service 'upgraded' to include DVR. Since then, the box has been spontaneously shutting itself off and turning itself on for about 30 minutes at a time, several times a day.
The first time I called, the guy told me that this was normal, the box was resetting itself. Of course, that made no sense.
Fortunately, in the interim, we went on vacation. Now, I have spent 45 minutes on the phone dealing with this problem and it is nowhere nearer being fixed. They are setting us up for the next available appointment to fix it (replace the box, probably), because we have all day to sit at home AGAIN, waiting for something to be done properly that should have been easy to do right the first time.
Incompetent doesn't even come close.
I am planning to sue Comcast. Anybody interested in joining me, please forward your info to
After going through one month of hell wiht this company, on July 7 I was promised a one month's credit by their reps but later they said they knew nothing about it. I spent hours correcting their mistakes which led me to one month of hell trying to get my internet up (they had the address wrong, followed by a series of customer service errors).
I am planning to sue this company for the problems it has caused me and the hours I wasted, (including a legal research paper that was delayed because of their failure ot have the internet working in time) trying to resolve this. The customer service reps hung up on me four times. This is absolutely positively the worst customer service I have seen in my life.
Shamina (an Atlanta customer of this shitty company)
The emails I've sent to R. Germano
I have been an official customer of Comcast for the past four days but my family has happily patronized your company for years. I recently switched from Verizon to Comcast because I missed the high quality of service. It is surprising to me and all that I speak with the level of service that I have received for the past four days; to say the least it is shameful. I am thoroughly disgusted with the level of service I have received from your staff; technicians and the like.
I placed my order on late Wednesday, June 18, 2008. I was told that I would receive a confirmation email, it never arrived. I thought that when the technician arrived he/she would install the 1 HD/DVR, router to link two desktop computers and 4 digital boxes. My window was set for 8-11am, the technician called at 9:30 to say he would be there by 10:30; he arrived at 11:30. There were no additional calls from 9:30-11:30. After looking through all the rooms he installed one modem for one desktop pc, one hd/dvr box and the telephone line. He said he could only install what was shown on the order form. If I had received the order confirmation maybe I could have called on Thursday, the day before my appointment, to increase my order.
Upon arriving home from work around 7pm, I called Comcast to inquire as to why I only received one box, etc. By the end of the conversation I was told that I would need to schedule a new appointment, it was set for Monday, June 23rd. The agent scheduled the time for 5-8pm but I informed them that I couldn't take additional time off. She said that's fine, the tech will arrive after 6pm, but the window will be between the hours of 5-8pm. I was also told that I would need to increase my order to include 4 digital boxes and a wireless modem to link two desktop pc's. Later that evening I sat down to watch and record a series on Showtime only to find some time later that the MYDVR function "is not available or currently disabled". I called again and we went through a series of tests and phone calls that never seemed to solve the problem. I was told that the technician on Monday would bring a new HD/DVR box.
On Saturday, June 22nd, I awoke to find that I had no telephone or internet service. It wasn't until Saturday that I learned that I have it appears as though I have a low signal and the following need to occur:
A telephone tech would need to diagnose the problem on Monday
If cables needed to be replaced then miss utility would have to authorize the dig and then the cable would be replaced. This could take 30 days.
I have a 2 year old son and God forbid Murphy law rules and my cell phone conks out while I'm waiting on a cable to be replaced.
Later in the day a woman name Marcia or Maria called to tell me that my telephone and internet service is back up. She also confirmed that someone would be out on Monday. I requested that I receive a confirmation email and was told that I would receive one before my appointment. The email never arrived, not to my yahoo or Comcast account.
Because I was told that a tech would be at my house after 6pm I asked my sister to sit for your technician. She arrived at 5:45pm. I received a call at 5:37pm from 301.731.3710. The rep asked if I was home and I said no I'm picking up my son. The rep said "The technician" and then put me on hold, never to return. I arrived at 6:15pm to find no technician; no missed you card on my door and no additional calls.
I called at 5:57 and decided to hang up because I still had time on my window. At 7:30 there was no sign of a technician. I called Comcast and was told that "You requested 6pm but your window was 5-8". I told Taj #7387 that yes I requested after 6pm and your agent told me that the tech would arrive after 6. She never said before 6, she said they would arrive after 6. I said do whatever you have to do, but I need that tech to come to my house. No one showed up to my house. Does my business mean anything to Comcast? I understand that I am but one customer but I was a customer that looked highly on comcast. My husband switched to Verizon when we moved because he heard a new techno term and got excited. Am I being punished for my husband's addiction to new technology or is this just a bad instance of customer service?
I've been out of a phone and internet for two days, my only cable box isn't functioning properly and now I have to reschedule my appointment because representatives from Comcast have not followed through or have out and out lied to me about what service I would receive.
I didn't return the equipment on Saturday because I've always received quality service. I didn't return the equipment on Sunday because I've always received quality service. Now I'm out $187 for the installation fee and God only knows what additional fees I'll incur for cancelling my service with Comcast.
What will happen now? Will I receive a refund, an apology or someone at my doorstep tomorrow at 6pm?
An immediate response and action is requested.
I contacted you last evening due to the unsatisfactory service I have received thus far. After chatting with a representative online I scheduled a new appointment for this evening, 5-8pm. At 5:30 I hadn't been contacted by a technician or CSR so I called and spoke with a man to ensure my appointment was on file. He informed me that it was and that I was number 11 and the tech was on 9. At 7:00 I called again and had the pleasure to speak with Eugenia, ext 7352. She was the only CSR to give me her extension to follow up in case a tech hadn't called. At 8pm I called again and she said she would notate my account that the tech was officially late. She asked that I call again if no one called me or showed up. No one showed up! Eugenia said that my ticket was closed out but there weren't any notes added. I asked to speak to a supervisor who will hopefully escalate these issues directly to you or at least to someone close to you.
I just want my service installed, it's that simple. Signing my check and giving it directly to your tech should indicate this. Me calling and emailing constantly should also tell your staff something. How could your staff not show? How could your staff not contact their customer to say there is an emergency, etc?
This situation has gone from bad to worse and I'm really at the point where I would rather deal with Verizon's nonsense than this.
So what is going to happen now? We're way past apologies.
Don’t worry, it gets worse. Comcast is geared to collecting personal information about their clients such that they can force more and more ads upon you. They monitor your usage of both your TV watching and your web usage. When I was paying for their service they also installed spyware on your computer to search your hard drives and report back to their servers. I had to reinstall my system to get rid of it. Never install any software they give you. There is no reason that you need to install anything on your computer. You can set up a connection to their service without installing anything (even if they tell you that you must install it, IT’S A LIE—they just want to dump a bunch of spyware on your computer).
Eventually, as you start to use bandwidth Comcast will threaten you. It won’t be their tech support or customer service that threatens you (they will be clueless as usual). Rather, Comcast has this branch of “Secrete police” that monitor your usage and if you use” too much” bandwidth they will start threatening you and will cancel your service. However, since Comcast sells their service by claiming to be an unlimited usage service (which is exactly what the person told me when signed up) it gets you interested in arguing the point with them. Don’t do it!!! Just cancel their service and save yourself the headache (they will boot you anyways so save yourself the frustration). Here, I can tell you how that conversation would go. “You are using too much bandwidth, but since we have no limit on bandwidth usage we can’t tell you how much is too much, but you are still using too much, and we can’t even tell you how much you are using since that would imply that we have a some limit on usage which we do not, so you either use less or we will cancel your service, but we can’t tell you how much less to use because we don’t have any such limit on usage, but you are still using too much…and 1+1=5 and snails can fly and the moon is made of cheese and the Earth is flat and is at the center of the Universe…etc”. There, now you know what you are in for. Save yourself the frustration and cancel their service if you ever get this group of idiot “Secrete Police” on your case.
You know it is unbelievably stupid of them to do this. What they are doing is targeting the top 10% (or so) of their power user clients. But that group is the group that most people go to when they want computer advice. And that group is the group that knows how to get the word out how much they hate Comcast. I have gotten over 30 people to dump Comcast directly, and I take every effort to post informed messages about how bad a company they are on the web and elsewhere. And I’m just one of the many power users that they got mad. So, it just doesn’t make any sense for them to be such jerks about this. Even if you completely ignore the sheer idiocy of their reasoning (“We have no usage limit, but don’t go over our usage limit or we will cancel you”).
As far as the quality of their service is concerned I was quite disappointed. Because they are so geared to pushing advertisements upon their clients they intrude upon you by monitor your usage of their service (for advertisement reasons). Ok, I figured I could live with that, but what irked me was that they put up ads every time I changed channels and that slowed down my channel changing to about 2-3 seconds per channel. It was crazy. It would take me an hour to surf around to find something good to watch and by the time I decided what I wanted to watch, it was over. It was so painful that I disconnected my cable box and just watched the analog signal (and I don’t even know if you can do that anymore). I didn’t get all the channels, but at least it didn’t take me all day to find something to watch. Plus the picture was never clear. It was a bit grainy, but more importantly you would get these blocks popping up frequently and sometimes the picture would freeze though the sound was still coming through.
Oh, and what started me ranting again was that I sent an email to a friend that still has Comcast (FIOS not available in his area yet) and I got it bounced back saying that it is spam. But when I went to their website (as the bounce told me) to try to get my IP off the block list they asked me for all sorts of personal information that they could not possible need. Now if it was any other company I would suspect that they are just trying to resolve the problem, but since it is Comcast I suspect that they are trying to compile information about the clients of other providers (like FIOS). You get a bounced email and you go to the Comcast site and you give them all your personal information so they can then target you for their advertisements. I have to hand it to them they know how to squeeze every bit of information out of not only their clients, but also the clients of other providers. Still, I took the opportunity to send them a message thanking them for alerting me to a friend of mine that I have not yet gotten to dump Comcast. Of course that particular friend has no other choice as of yet, but it reminds me to check to see if any new choices exist. So, in a sense this bounce of my email is helpful to me. It’s just one more person that I might directly help out by getting them to dump Comcast.
I could go on about their service and billing problems, but you all seem to know about those. I’m just giving you the additional problems that you might not know about (like the idiot “Secrete Police”). Luckily for me FIOS became available in my area just as the Comcast “Secrete Police” were cutting off my service. I don’t like Verizon much as a company, but so far FIOS has be pretty great. I get a constant download speed of 19.7mbps where I would be lucky to get a fluctuating 5mbps from Comcast, my FIOS upload speeds are better than that (and Comcast’s upload speeds were less then 700kbps—very slow). My TV looks like I bought a new one. The picture is so much better then Comcast and I have no problems with it at all. My phone is about the same, but I had a different phone company that charged me a lot so I saved a lot switching mainly due to the phone (I save over $130 a month switching to the FIOS package). There are probably cheaper and better phone providers, but not by much so I am happy about that. I get unlimited calling throughout the U.S. (so no more long distance carrier like I used to have, thus the savings).
I have some other horror stories related to the initial installation (drilling holes in my house other then the spot I told them too, I had to drill my own hole after they left and run the wire into my basement where I already had all the cable wires connected up, instead they drilled holes around my house and ran wires up the outside site walls, it was ugly, but more importantly I told them not to do it and they did it anyways) and related to billing when I cancelled their service (they billed me for stuff I never had and didn’t cancel the service when I asked them too and a mess of other things that made me quite angry). Still, I will leave that for another day.
As a former employee, I know everything being said is true. I was a door-to-door sales rep, the hardest kind of sale there is. I could have sold 50 subscriptions per week but not make quota because the blasted installers screwed up and the customer cancelled the deal. Additionally, everything was about sell, sell, sell. Nothing was ever service, service, service. After one of their subcontractors raped and murdered a woman here in Illinois, selling got even tougher. Would you open your door to someone after that? I posed this question at a sales meeting and management blew me off. Comcast is the biggest bugger in any handkerchief.
We had to switch to Comcast two months ago as this is the only company that provides cable, internet and phone in our new building. When we signed up we were promised a triple play deal (phone+tv+internet), but they told us that a guy has to come to install the cable in a week and in two weeks they'll come to install the phone. The first week when we were waiting for the cable to be installed was the happiest week of my life as I didn't have to deal with Comcast. They std us up multiple times for the appointments. We were constatantly calling them to have the phone installed and finally three weeks after we signed up for the service (and PAYING for it) we had the phone service. But only for 1 (ONE) week. Then it stopped working for some reason. We were calling the customer service almost every day and they were telling us that they're looking into it. When we asked to have a technician sent, they said that they could fix it remotely. After a month (!!) of tyring to fix it remotely, they finally agreed to send a technician out. On the day of the appointment, the technician didn't show up in the time slot, although every time I would call them to find out when the guy is coming I was told that I was the next one on the line. Then finally after almost 6 hours of waiting they told me that he got rescheduled (!!!) and will not be able to come at all and they had to reschedule it for the next day. Two hours after I rescheduled my appointment for the next day a technician showed up who was just told to come to our place (and he told me that he was in our building one floor up in the morning, but NOONE told him about my appointment!!!!). When he finally got to the phoneit turned out that our number was cut out of service b/c they forgot to register it somewhere and it was disconnected!!!! I HATE COMCAST and I wish we had another company in our building that we could switch to. I'm ready to go out in the streets with protests againts Comcast -- this company is juts unbelievable!!!
Oh my god, I am having almost the same problem. Basically no access during peak hours (say 7 or 8pm until 11pm) and now my phone is acting up during those hours, too. And the same thing with having to repeat my problem EVERY.SINGLE.TIME. I call. They are an internet company, do they not have electronic files or a company intranet???
I just got the comcast cable-internet-phone package in June, it worked fine until the end of July, now I'm having problems. I think I need to talk to the customer retention department, because I'm having a hard time thinking I should stay with this candy-ass company.
This is my letter to comcast, unfortunately I'm still tuck with them, DSL is looking better and better!!!!
Dear Mr. XXXX,
I hope you remember me from the couple of times we spoke. I think we spoke in the beginning of this nightmare back in June. It’s just gotten worse. If Version Fios was available in my area I would have been gone already. I’m currently on a search for any other ISP that can service my residence with similar speeds and some form of reliability that seems to elude Comcast. As soon as I find one I’m gone!
Till then I’m stuck with the lamest service ever to be offered with the rudest most condescending and incompetent technical support on planet earth! I am speaking of the tech support in Arizona and Missouri.
I have the following employee id’s that I have collected and I have found to be extremely rude and or completely incompetent at what they do.
72930 Rude and incompetent supervisor
100203761 Openly Rude supervisor
72214 (Lahalina?) Openly Rude
Trinsetta (your office) openly rude and incompetent
These are just a few, you can find more in the notes on my account and I have others written down but I can’t find them right now. There are many many more that would not give up there employee id, or who would just hang up the phone or transfer me to someone else without addressing the issue. I’ve never been treated so poorly by tech support in my life.
The staff in the retention office have been very nice to me with a couple of exceptions. They are the only reason I haven’t gone to DSL yet. Now if you could train the tech support staff to be as nice as the staff in the retention department you’d really be doing a good thing for Comcast.
Now the problem: (Please read the notes on my account, there are a lot of them)
I’m still getting intermittent signals at my house. I loose signal about 5 times a day. Usually after 8:00pm but I’ve also noticed that when I get up at around noon I’m down. Usually shutting down and restarting the modem and router solves the problem. But as of late it’s been taking longer and your tech support has been unable to get me reconnected.
I’m starting to think it’s a “time” issue. IE form 8:15 to 9:34 I’m not going to have Internet no matter what I do. I feel this way because I spent 4 hours on the phone with you guys to “magically” come back up while I was on hold being transferred to another tech. Hence the tech support guys did NOTHING to get me back up.
Idea’s of what might be going on range from “The new Admin’s (Comcast instead of Time Warner) might be messing with the system a night, hence I go down while they dick with the system” to “The modems are not turned all the way up (signal strength) like they were with Time Warner. O’ did I mention this problem didn’t exist with Time Warner. Or even that the guys coming out to my house are just looking at the system and not actually doing anything. Another idea is that they turn my signal strength up for a couple of days to make me happy and then turn it back down. At any rate the service I’ve been getting is completely unacceptable!
Now I have my 5th guy coming out to my house to “work” on the issue. I’m getting SICK and TIRED of the issue. How about just fixing the issue. I know for a fact that not everything has been done to FIX the problem. What I’d like is for the problem to be terminatedly handled and for you guys to stop wasting my time and cell phone bill. I spent 4 HOURS on the phone today trying to get some movement on the problem. THIS IS UNACCEPTABLE!
Every time I call in I have to start from square one. The tech support guy starts in with “It must be your modem/router” This was fine at first, but after the 58 million’th time it got ridiculous! Now it just pisses me off!
Ever single stupid time I call in, because my internet goes down, I have to humor the idiot you guys put on the phone and start with the most basic trouble shooting and go through a half-hour process just to have him say “well I don’t know what’s wrong, you modem looks great.” Or “We’ll have to send someone out.” How about they actually READ the notes and start the conversation with “Mr. XXXXX, are you till having that problem? How about we do this ____ to fix it this time”. My cell phone bill and patience would greatly appreciate it.
I would like to know what’s going to be done to fix my problems and improve the service. I’m not interested with general fixes of any other patronizing response. Please give me something real and help to instill a little confidence here.
Thank you for your time and patience on this matter.
For the past 3 days, a coax cable has been duct taped across the walkway to my house. On top of that, Comcast workers dug up a 5 foot by 6 inch section of my grass and didn't bother to put the grass back. I understand that they may need to do something like that as a temporary quick fix, but 3 days is my limit--especially when I'm trying to sell my house. Curb appeal down the drain.
I called Comcast this evening. They apparently have absolutely no record of any such work having occurred on my street in the past week! The customer service rep I spoke to said that someone will be out to bury the cable and replace my grass tomorrow morning. I certainly hope they show up and actually bury the cable this time.
i hate comcast as well. first they told me i would get cable, internet and phone for $100 a month. i have paid $123 every month since service started. then a construction worker in the area accidentaly cut the cable line on a friday afternoon. every single person who subscribes to comcast in my building (which is everyone, since comcast has a monopoly on my building) was not able to access any of its services. i had to use my cell phone minutes to call customer service at comcast -- which confirmed a line was cut. i called saturday, i called sunday. both times comcast said someone was looking into it. i also know i was not the only one in my building that called comcast. comcast only restores the service on monday and has the gall to say " we did not get the request to repair the cable until monday." that is such bull shit. the next month, i get my bill -- i expect to see a some kind of credit for all three of my services being down for 3 days -- instead my bill is HIGHER. i just tried to call their customer service line and it is BUSY.