07-03-2011 03:14 PM
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.
07-04-2011 12:17 AM
This post was moved to it's own thread since it was a different problem from the original post.
07-04-2011 07:38 PM - edited 07-04-2011 07:52 PM
I want to know what happened to my post about Comcast ripping me off !
Everything that WAS posted here was about Comcast's employees doubletalking the customers and charging us unnecessary charges. WE can't get the same answer to our questions from any of you at Comcast. I was on hold for 57 minutes waiting for a "supervisor" to answer my questions because the first guy could not.
Finally he came back on and told me that the "supervisor " would call me as soon as he was finished with the other customer that he was "helping" with their Comcast issues for the hour that I was on hold !! His name was alledgedly "Jose" and he has not gotten back to me in the past SEVEN weeks since my original phone call. Now that's what I call Comcast Customer Service !!
07-04-2011 08:21 PM - edited 07-04-2011 10:26 PM
lencranston, you are correct-the post you made yesterday was removed.
It was not removed because of your criticism of Comcast. People criticize Comcast here everyday and those posts are not removed.
It WAS removed for another reason.
It violated forum posting guidelines. If you use the words in a post, you will receive a notice telling you that you used a bad word. In order to make your point, you disguised those words. This is why the post was removed.
(which everyone should read before making his/her first post) state
2. Use Profanity
Please keep your posts clean. Our forums have an automated profanity filter to block out inappropriate language. Please do not circumvent it by finding colorful ways to approximate or disguise those words. If you are caught trying to bypass the filters in any way, your posting privileges may be revoked.
Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.
This is done to protect customers and for assurance that they are dealing with a Comcast employee.
Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.
07-04-2011 10:03 PM - edited 07-04-2011 10:09 PM
Thank you for acting so quickly on removing a post with disguised "naughty" words...Now if only your people could respond to the real issues here ie: PPoor customer service, Oovercharging customers , etc., the world and even comcast would be a better place for us all ! How do you comcast employees sleep at night knowing that your company is hated by all that come in contact with it ?
I noticed that you didn't address any of the complaints that I mentioned in any of my posts to date. Typical Comcast Customer service strikes again !! The sad part is that we are forced to have you as our internet and cable provider by the cities and towns that we live in. Trust me , if we had any choice in the matter , comcast would be out of business by now.
07-04-2011 10:25 PM
We are not Comcast employees. They are easily identified with their usernames in red and the Comcast logo. We are Comcast customers just like you; we pay the same monthly bills that you do. But this is primarily a user-to-user forum and we're trying to help other users. We also understand that many people have legitimate complaints about their service; we have them too. But since this is primarily a HELP and SUPPORT forum we try to keep posts with real questions from being drowned in a litany of badly worded and poorly written rants.
And FYI, I sleep quite well at night, thank you.
07-04-2011 10:49 PM
Well, I tried. With my almighty powers I removed this post for violating the posting guidelines about not insulting other community members.
07-09-2011 08:14 PM - edited 07-09-2011 08:15 PM
We will have someone contact you to clear up this matter.
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