So, just a small complaint. Last month, I had been having intermittent connectivity problems with my cable internet. After a week's worth of troubleshooting and completely unhelpful customer service, I finally scheduled a visit with a very nice CSR, who informed me that I would not be charged for the visit if the problem was with either the Comcast owned modem, or the wiring in my apartment complex outside of my apartment proper (he claimed that any coax cables running through the building to the apartment were Comcast owned.) That's all fine and good, and the visit went off without a hitch. It turns out that the problem was with a rat's nest of splitters and cables in the building's utility room (that I have no access to, I had to call my landlord and wait for him to drive over and unlock it) that had been installed by previous Comcast techs.
Cut to now, and there's a $60 charge on my bill for the service visit. Its the holiday weekend, of course, so I haven't been able to talk to a real live person on the phone, but I did have an online chat with a CSR. He informed me that any wiring on the interior of the building, regardless of whether it is in my apartment, is not Comcast's responsibilty. He suggested that I should ask for reimursement from my landlord, since the problem was in the utility room.
Needless to say, there's something of a contradiction between what I was told by two different CSR's. I do feel slightly cheated - if the second CSR is correct, and I had known that, I would have refused the visit and attempted to replace the cables myself with my landlord's help. I'm not particularly angry about the charges for what is in my opinion Comcast's problem (although having seen the rat's nest in the utility room, clearly not one but several techs, including the tech who did the install when my wife and I moved into this apartment, decided to be lazy and take the path of least resistance instead of clearing out unneeded splitters) so much as the sense that I'm being lied to in order to maximize fee income. I get that Comcast is a profit maximizing firm. You don't need to be a jerk about it, though.
