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Comcast Log - I don't give up

dawgstudent

dawgstudent

Heisman
Apr 15, 2003
39,339
18,667
113
[list type=decimal][*]Call Sunday Night with problem[*]Appointment scheduled for Tuesday between 3-5 PM
[*]Bad Storms Monday Night[*]Appointment automatically cancelled by Comcast due to outage (which I understand)[*]Never got a call that appointment cancelled[*]Call Tuesday around 5 wondering if Comcast is coming to house[*]Comcast rep says Comcast automatically cancelled appointment. I want to reschedule. They can't reschedule until system "clears" the outage.[*]Call again later that night - can't reschedule.[*]Call again about 4 AM that morning (feeding time for the kid) - can't reschedule.[*]Call again on way to work and next available appointment is a 1 week and a day away. I say that's not acceptable. Ticket allegedly escalated. Will receive call from Comcast rep that morning or afternoon. (Promise Call #1)[*]Call at 4 PM b/c I have yet to receive call. Comcast Support Rep says I should receive call in next hour by Comcast Technician to schedule appointment. She specifically says call should come by 5:19 PM. (Promise Call #2). Escalation of ticket from this morning has no record according to Comcast.[*]Call at 6:30 wondering where 5:19 call is. Sent to 3 different call centers. Call on my cell phone while on hold on my regular phone for over 15 minutes. Cell phone call is more responsive so I hang up on regular phone call. Promise to receive call in next 60 minutes - by 8:40 - that night from Comcast supervisor/support rep. (Promise call #3)[*]Call at 9 PM wondering where the 8:40 call is. Talked to call center in Monterrey Mexico. Talk to supervisor in Monterrey. First try to cancel - cancellation dept closed. Try to work it out with Comcast. He said the 60 minute promise is not correct and he shows the escalation of ticket at 5:19. comcast requires a call back to customer in 24 hours. Verify that I should should receive call by 5:19 PM on 6/14. (Promise Call #4)
[*]Wait whole day today. Call around 6:45 PM. No call from Comcast. Get Mexico call center again. They said they can escalate the ticket again. Ticket has been escalated 4 times without a call back. I tell customer service rep that the escalation process sucks. Get put on hold. Hang up. Eat supper. call again around 7:40 and get someone in Nashville. Explain situation and he says he will forward to supervisor and he guarantees guy will call in me next 2 hours (by 10 PM). The supervisor "takes his job seriously". (Promise Call #5)
[*]Call Comcast at 10 PM to ask where the call was. Lady couldn't give me answer. Ask where she was. She said the Phillipines. Ask to be transferred to Nashville office. Nashville office closed. Ask to be transferred to cancellation dept - cancellation dept closed. Ask if I could get the "Filipino Cancellation Office". Made lady chuckle. Hang up.[*]Update - I have email of lady in Jackson and I email her about 11:30 last night.
[*]Update - call this morning. Talk to lady in Nashville. Very nice. Said they will escalate to same supervisor that was I was told in bullet point #14. Said I should expect a call in Nashville.[*]Get email back from lady in Jackson at 10:00. Said someone will be sent out today. Give name of supervisor in Nashville.[*]FINAL UPDATE - Lady in Jackson took care of it. Comcast arrived at 12:40 yesterday. Took 10 minutes for them to fix problem.
[/list]

I will update as events warrant.
</p>
 
dawgstudent

dawgstudent

Heisman
Apr 15, 2003
39,339
18,667
113
[list type=decimal][*]Call Sunday Night with problem[*]Appointment scheduled for Tuesday between 3-5 PM
[*]Bad Storms Monday Night[*]Appointment automatically cancelled by Comcast due to outage (which I understand)[*]Never got a call that appointment cancelled[*]Call Tuesday around 5 wondering if Comcast is coming to house[*]Comcast rep says Comcast automatically cancelled appointment. I want to reschedule. They can't reschedule until system "clears" the outage.[*]Call again later that night - can't reschedule.[*]Call again about 4 AM that morning (feeding time for the kid) - can't reschedule.[*]Call again on way to work and next available appointment is a 1 week and a day away. I say that's not acceptable. Ticket allegedly escalated. Will receive call from Comcast rep that morning or afternoon. (Promise Call #1)[*]Call at 4 PM b/c I have yet to receive call. Comcast Support Rep says I should receive call in next hour by Comcast Technician to schedule appointment. She specifically says call should come by 5:19 PM. (Promise Call #2). Escalation of ticket from this morning has no record according to Comcast.[*]Call at 6:30 wondering where 5:19 call is. Sent to 3 different call centers. Call on my cell phone while on hold on my regular phone for over 15 minutes. Cell phone call is more responsive so I hang up on regular phone call. Promise to receive call in next 60 minutes - by 8:40 - that night from Comcast supervisor/support rep. (Promise call #3)[*]Call at 9 PM wondering where the 8:40 call is. Talked to call center in Monterrey Mexico. Talk to supervisor in Monterrey. First try to cancel - cancellation dept closed. Try to work it out with Comcast. He said the 60 minute promise is not correct and he shows the escalation of ticket at 5:19. comcast requires a call back to customer in 24 hours. Verify that I should should receive call by 5:19 PM on 6/14. (Promise Call #4)
[*]Wait whole day today. Call around 6:45 PM. No call from Comcast. Get Mexico call center again. They said they can escalate the ticket again. Ticket has been escalated 4 times without a call back. I tell customer service rep that the escalation process sucks. Get put on hold. Hang up. Eat supper. call again around 7:40 and get someone in Nashville. Explain situation and he says he will forward to supervisor and he guarantees guy will call in me next 2 hours (by 10 PM). The supervisor "takes his job seriously". (Promise Call #5)
[*]Call Comcast at 10 PM to ask where the call was. Lady couldn't give me answer. Ask where she was. She said the Phillipines. Ask to be transferred to Nashville office. Nashville office closed. Ask to be transferred to cancellation dept - cancellation dept closed. Ask if I could get the "Filipino Cancellation Office". Made lady chuckle. Hang up.[*]Update - I have email of lady in Jackson and I email her about 11:30 last night.
[*]Update - call this morning. Talk to lady in Nashville. Very nice. Said they will escalate to same supervisor that was I was told in bullet point #14. Said I should expect a call in Nashville.[*]Get email back from lady in Jackson at 10:00. Said someone will be sent out today. Give name of supervisor in Nashville.[*]FINAL UPDATE - Lady in Jackson took care of it. Comcast arrived at 12:40 yesterday. Took 10 minutes for them to fix problem.
[/list]

I will update as events warrant.
</p>
 
M

mjh94

Redshirt
Mar 3, 2008
1,317
0
36
that sucks man..

I've heard horror stories of their poor customer service and I have always questioned their lack of keeping up with technology. their boxes are the size of a ghetto magnavox double VHS players and their guide looks like the Mario brothers menu from Nintendo 1 (all in comparison to my slick and shiny directv box with cool guide graphics)
 
R

RocketDawg

All-Conference
Oct 21, 2011
18,911
2,022
113
If it wasn't a real situation. Sounds like the Three Stooges run Comcast.

For what it's worth, I've never had a customer service problem with either Dish (television) or Knology (cable modem and land line).
 
kired

kired

All-Conference
Aug 22, 2008
6,978
2,272
113
if you could live with the problem till then. Then demand a 1 month credit when the service tech comes out. He should be able to process that for you.<div>
</div><div>Every year for the past 3 years someone cuts a cable mowing their yard early in the spring. I'm not sure where in the neighborhood it happens, but it affects only my house. So three years in a row now Comcast comes out, runs a new cable, and gives me like a 2 week credit for being without service for 3-4 days.</div><div>
</div><div>You'd think they would find a permanent solution - I tell them the history of how that it happens every year. But I'm now convinced the service guys don't want to permanently fix it... job security.</div>
 
B

BiscuitEater

Redshirt
Aug 29, 2009
4,178
0
36
now read on your posts ..."I support the two most frustrating teams in America: The New Orleans Saints and The Mississippi State Bulldogs. Plus, I have Comcast, the absolute worst cable Company in the known world."
 
J

jb1020

Freshman
Jun 7, 2009
1,866
87
48
We followed thru with our cancellation, but when I called they offered to reduce my $130 bill to $69 for 6 months then $89 after that.

It was a pretty sweet deal, and I didn't even ask.
 
seshomoru

seshomoru

Junior
Apr 24, 2006
5,543
202
63
Compared to that, they have stellar customer service.

Start tweeting at them publicly. Do it repeatedly. Do it obnoxiously. Talk about how terrible they are. Encourage others to drop Comcast and switch to DirecTV or Uverse. They'll get in touch with you then.</p>
 
Seinfeld

Seinfeld

All-American
Nov 30, 2006
11,015
6,746
113
but I'll say this for them... It isn't hard to get someone with decision making power on the line and to quickly get a response.
 
A

AssEndDawg

Freshman
Aug 1, 2007
3,183
54
48
I've gotten mad at DirecTV before but I have to admit it was me making something big out of something minor. I've never needed more than one transfer to get someone who actually took care of the issue. For the vast majority of my problems there has been a way to handle it over the web without even having to call. I love that.
 
R

redbird4state

Redshirt
Jul 1, 2008
932
0
0
Here's my own story that completely pales in comparison to yours: </p>
[list type=decimal]
[*]Call Comcast to switch service to new address, rep says that I can do a self install since there was recently service there
[*]Plug in all my equipment at new location for "self install". Nothing happens
[*]Call Comcast. Lady says I can't actually self install, but that a rep has to just come turn on the service on the outside of the house. Says he will be there between 8AM and 8PM on Wednesday.
[*]Wednesday comes and goes. Still no service.
[*]Call Comcast Thursday morning and woman informs me that the "8 to 8" appointment was never logged in the system.
[*]Lady logs in new "8 to 8" appointment for Friday
[*]Still no service on Friday
[*]Call Comcast and they inform me that there has not been comcast service at my location in a long time (direct contradiction of item 1) and that a rep would have to come out and personally install in home.
[*]I finally have service as of the following Wednesday after burning about 2 and a half hours of my work day
[*]THE END[/list]
 
seshomoru

seshomoru

Junior
Apr 24, 2006
5,543
202
63
Their customer service was incredible. We actually called from our tailgate one Saturday morning around 9:00. Got a person on the phone in about 3 minutes and they did whatever they had to do to reactivate the receiver.

The one bad experience was...

They wouldn't waive the installation fee for me to upgrade to total home DVR. They waived all the fees when I ugraded to HD DVR, and I had been on that plan for about 2.5 years. When total home DVR came out, they were offering free installation to new subscribers. I called and asked for the same, but the guy said no. I told him to cancel my service since I had completed my contract, and then I wanted to sign up again. He told me I couldn't do that, but he'd give me half a season of League Pass for free.I just cancelled and had Uverse the next day. Don't really think that was company policy, and I could have probably worked it out if I had gotten somebody else on the line, but whatever. It was time to try something new.
 
L

lawdawg02

Redshirt
Jan 23, 2007
4,120
0
0
I would rather only be able to call during business hours and wait forever than have to deal with idiots from other countries. I have demanded to be transferred to a supervisor with them, held for 20 minutes while waiting for them to get the supervisor, only to be hung up on while transferring on more than one occasion.

The best was a couple of months ago, when my bill jumped like 30 bucks. I noticed on my bill that I had apparently upgraded from digital starter to digital preferred. So I call to say give me my old package back, only to be told they can't do it because they don't do that anymore (it wasn't a promotion). After I ask why my package was switched, the idiot woman argues with me, saying that since I am the only one whO can make changes on the account, I must've made those changes. When I respond I HAVEN'T CALLED COMCAST IN MONTHS!!, she says no, you must have. Then I was disconnected while being transferred to her supervisor...

I was hot, but luckily I got someone with a southern accent the next day who found some discounts to keep my price at least. Plus 6 months of HBo for my frustration. After 6 months, I think I'll be done. Dish has a badass any room dvr that has caught my interest. I'm sure directv has One too. I will just have to watch CSS games at wild wings or somewhere.
 
Seinfeld

Seinfeld

All-American
Nov 30, 2006
11,015
6,746
113
They were installing them for free for new customers, but current ones had to pay $25 for it. To make matters worse, they would mail it to you if you only had standard DVR, but they forced you to order a service call if you had whole home DVR(which I did). So now I was looking at paying $100 for something that would have been installed for free had the original installation technician or anyone else mentioned it when I installed DTV in my house. I couldn't believe that they wouldn't even waive the installation fee, but they held their ground.

From what I can tell, they'll occasionally throw a few free months of HBO or a $10 credit your way, but they're pretty firm about everything else these days.
 
D

DAWG61

Redshirt
Feb 26, 2008
10,111
0
0
email the supervisor in Nashville this post and you might get free Comcast for a year.
 
B

bankerbullie

Redshirt
Mar 3, 2008
75
3
8
was the first customer for them in North Miss. many years ago...loved their service, but they kept easing their bill up every few months..for several years, could call and complain and they would adjust, but not lately..finally got enough last year, and changed to one of the promotional plans with Dish...all the bells and whistles and for the first year half price and then 2/3's of the price...about $1700 over 2 years....
 
J

Jaqueax

Redshirt
Mar 3, 2008
98
1
8
I had similar issue with Comcast in early April. I scheduled vacation to watch Masters - Cable goes out when storm comes thru on Monday prior. I hate to say it - but my experience was worse than yours. Definitely don't try the online support or 1-800 numbers. I requested repeatedly to speak to someone in USA or manager and was refused everytime (I thought they had to transfer you). I was so pissed they wouldn't transfer me - I cussedguy out for 15minutes - got to give him credit - he took it like a man.I only received satisfaction when I went to office in Jackson.

Lord help me - I come home today to watch the US Open - and low and behold - my ESPN and Golf channel are out. Called 1800 - no help at all. They did offer to have a service rep out next Thursday. I requested that they look up my servcie history and all the problems I had in April. They acknowledged my problems and offered to move the service call BACK to Sunday June 24th.

Life sux sometimes....
 
W

Woof Man Jack

Redshirt
Apr 20, 2006
946
0
0
As you've learned, the trick is to get through the first few levels of customer service, then you're finally talking with someone who can make things happen. I had a similar problem a few years ago, posted it on "Comcastmustdie.com" (since gone, I believe) left a valid email address, and received a response within 24 hours....that person gave me a local name and number, and that lady made stuff happen immediately.

Go to Direct and you will not regret it. I still use Comcast for internet, had an issue last week and the tech was super cool...gave me his cell number to call if I had any other problems in the future. With Comcast, once you get the right people...its not so bad. Still, Direct kicks Comcast's *** with the tv stuff....especially with sports.
 
O

Optimus Prime 4

Redshirt
May 1, 2006
8,560
0
0
Full Court show up for a week, then fall off my account. Every year. And no one can ever figure it out. After so many times, I know it's a setting on my account that doesn't cache right or something, and it has to be manually adjusted. But it always takes like three hours to finally get to someone who doesn't insist on restarting my box, or sending a signal to it to reboot, etc. So one guy gave me his number, and the few times I've had problems I just call him directly and he fixes it instantly. On the good side, I've gotten hundreds of dollars in credits from TW for this stuff. You just gotta know how to ask.

Other than that, I have zero issues with Time Warner. I never need support, so I guess that may help. And it's way cheaper than any other provider since I've talked them down so many times.
 
Xenomorph

Xenomorph

All-American
Feb 15, 2007
15,237
8,823
113
Especially when it's one of those type companies where it's a major pain in the *** to switch to a different company. And then, after you're signed up with them and they've suckered you in, they start upping your rates and adding a bunch of fees that weren't there in the beginning. Next thing you know Directv will start shuttering customer service for every ******** holiday and on weekdays they'll only open from 9-4:30.
 
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