over the mountain
06-27-2014, 04:03 PM
holy freak have I had one of those horrible comcast experiences you hear and read about.
I have never had any real problems w comcast or direc tv. I have had some probelms here and there that were resolved but nothing incomprehensible.
yesterday i had an installation set for 3-5 pm at my new apartment in baltimore. I took a half day off work and drove to baltimore (45 miles). I called comcast at 2:45 to let them know and to put a note in my account that I was there and waiting at the installation location. I also confirmed my appointment the 4 times comcast's automated appointment confirmer called me.
At 3:24 p i get and miss a call from the technician. (my daughter had set my cell phone to do not disturb). I call teh tech back at 3:29, he doesnt pick up and I leave a message saying im here and please turn around. I call comcast and let them know, the agent said he left very very quickly and he shouldnt have. They try emailing him (only way to commuinicate w techs?) but he doesnt respond.
4:45 a manager calls me back and says a tech will come and I should hold tight. He said he cant give me an ETA but someone will come and he will call me to make sure eveything went okay and he gets off at 9 pm so he will be there to make sure everything goes well. His name is Eton.
6:30 i call comcast bc no one has come and see if they can give an ETA. i am told that the "go back" order was done incorrectly and I would need to reschedule for tomorrow. I ask to speak with Etan the manager I spoke with before. I am told they cannot send me to a specific manager, I am put on hold and then told it will be a long wait and the next manager available will call me and it wont be more than 20 mins.
7:30 i call comcast (go through 5 mins of automated BS every time i call) and am told a manager will call me in 20 mins, I say I will wait instead. I wait a long time and speak with a manager (having to explain my story to every new person I am transferred to). I am told there is nothing he can do for me re. comps but i can have installation set up for tomorrow and he transfer me to "customer solutions" so i can get comps like free installation and my $20 missed appointment credit. I hold and wait 5 mins for "customer satisfaction" to pick up bu then the call just drops.
8:45 this morning, I call (go through automated BS and have to retell my story to 2 different people). ultimately I am told they cannot do installation until wednesday. i tell them i am cancelling my order and want the charges on my credit card reversed and credit of $20 if they cant do the install today. I am told that they will try and will have a manager call me in 20 mins.
9:45 (automated BS, explain story to new person again). they say they will see what they can do, I say "this is where you tell me a manager will call me in 20 mins". She says "no i didnt tell you that, i am going to put you on hold and get you on the line with a manager". 5 mins of waiting, she gets back on the line and says "I have alerted the manager assigned and he will call me in 20 mins". i laugh and cry.
10:45 i call (automated BS, re-tell story) and say i just want to cancel and get charges reversed. she says "let me see if i cant get a manager to help you set up installation today' ... i tell her to just cancel. she does, charges are reversed and i get a $20 credit.
direct tv is coming on tuesday, it is actually cheaper, i get more channels, the genie, free sunday ticket plus voice. they also threw in free 1 yr of showtime after my hbo, showtime, cinemax 3 mos trial is over.
the problem - will i did miss the techs phone call by 5 mins, comcast customer service is horrendous.
1. they shouldnt use W VA subcontractors for afternoon installations in MD. they did call at 3:24 but he booked it right to the highway to start his drive home and miss the rush hour traffic avoiding all "come back" calls.
if you do the bare minimum in customer service you are doing horrible customer service. this guy wanting an early jump cost comcast having to spend literally hours on the phone with me, a disgruntled customer who will tell his comcast horror story to anyone that will listen plus they actually lost money bc they had to pay me $20.
2. they need to be able to contact the sub-contractors over the phone directly. emailing him as the only way to communicate with him? thats absurd.
3. they need to assign a problem account to a specific manager and the managers shouldnt lie. Etan, the first manager i spoke with, seemed to have resolved the problem early on and said he would call me back and check on me = he never did. to have me transferred to a new manager every time is time consuming and frustrating.
4. they should have done the "come back " order correctly and this would have all been avoided.
I have never had any real problems w comcast or direc tv. I have had some probelms here and there that were resolved but nothing incomprehensible.
yesterday i had an installation set for 3-5 pm at my new apartment in baltimore. I took a half day off work and drove to baltimore (45 miles). I called comcast at 2:45 to let them know and to put a note in my account that I was there and waiting at the installation location. I also confirmed my appointment the 4 times comcast's automated appointment confirmer called me.
At 3:24 p i get and miss a call from the technician. (my daughter had set my cell phone to do not disturb). I call teh tech back at 3:29, he doesnt pick up and I leave a message saying im here and please turn around. I call comcast and let them know, the agent said he left very very quickly and he shouldnt have. They try emailing him (only way to commuinicate w techs?) but he doesnt respond.
4:45 a manager calls me back and says a tech will come and I should hold tight. He said he cant give me an ETA but someone will come and he will call me to make sure eveything went okay and he gets off at 9 pm so he will be there to make sure everything goes well. His name is Eton.
6:30 i call comcast bc no one has come and see if they can give an ETA. i am told that the "go back" order was done incorrectly and I would need to reschedule for tomorrow. I ask to speak with Etan the manager I spoke with before. I am told they cannot send me to a specific manager, I am put on hold and then told it will be a long wait and the next manager available will call me and it wont be more than 20 mins.
7:30 i call comcast (go through 5 mins of automated BS every time i call) and am told a manager will call me in 20 mins, I say I will wait instead. I wait a long time and speak with a manager (having to explain my story to every new person I am transferred to). I am told there is nothing he can do for me re. comps but i can have installation set up for tomorrow and he transfer me to "customer solutions" so i can get comps like free installation and my $20 missed appointment credit. I hold and wait 5 mins for "customer satisfaction" to pick up bu then the call just drops.
8:45 this morning, I call (go through automated BS and have to retell my story to 2 different people). ultimately I am told they cannot do installation until wednesday. i tell them i am cancelling my order and want the charges on my credit card reversed and credit of $20 if they cant do the install today. I am told that they will try and will have a manager call me in 20 mins.
9:45 (automated BS, explain story to new person again). they say they will see what they can do, I say "this is where you tell me a manager will call me in 20 mins". She says "no i didnt tell you that, i am going to put you on hold and get you on the line with a manager". 5 mins of waiting, she gets back on the line and says "I have alerted the manager assigned and he will call me in 20 mins". i laugh and cry.
10:45 i call (automated BS, re-tell story) and say i just want to cancel and get charges reversed. she says "let me see if i cant get a manager to help you set up installation today' ... i tell her to just cancel. she does, charges are reversed and i get a $20 credit.
direct tv is coming on tuesday, it is actually cheaper, i get more channels, the genie, free sunday ticket plus voice. they also threw in free 1 yr of showtime after my hbo, showtime, cinemax 3 mos trial is over.
the problem - will i did miss the techs phone call by 5 mins, comcast customer service is horrendous.
1. they shouldnt use W VA subcontractors for afternoon installations in MD. they did call at 3:24 but he booked it right to the highway to start his drive home and miss the rush hour traffic avoiding all "come back" calls.
if you do the bare minimum in customer service you are doing horrible customer service. this guy wanting an early jump cost comcast having to spend literally hours on the phone with me, a disgruntled customer who will tell his comcast horror story to anyone that will listen plus they actually lost money bc they had to pay me $20.
2. they need to be able to contact the sub-contractors over the phone directly. emailing him as the only way to communicate with him? thats absurd.
3. they need to assign a problem account to a specific manager and the managers shouldnt lie. Etan, the first manager i spoke with, seemed to have resolved the problem early on and said he would call me back and check on me = he never did. to have me transferred to a new manager every time is time consuming and frustrating.
4. they should have done the "come back " order correctly and this would have all been avoided.