Customer Service

[RobJenga]

I am at a loss.

A month ago I was told that since I had triple play...and my existing modem was EOL (end of life)...i would be sent free of charge a wireless gateway by the end of the week. MONDAY came and no modem. I call CS...after numerous disconnections and transfers...they tell me that it was cancelled BUT it looks like another has been ordered and I am GUARANTEED delivery by Friday. I was confused but whatever. I wait a week...nothing. I call back...again...disconnections and transfers. THIS one was cancelled as well. Now i'm getting upset. ABSOLUTELY THIS TIME I will be receiving the gateway...it has been shipped and I should be seeing it by the end of the week. No modem. Im done. The "lady" on the online chat tells me that I need to fill out an E911 form...that is the reason the previous orders had been cancelled. So I fill out the form. Give her the confirmation number from the form. She tells me everything is great. I ask for free overnight shipping. She looks into it and tells me ok...guaranteeing it by afternoon of next day. I am ecstatic! SHE SAVED ME! I even praised her in the survey after the chat!!!! I wait 2 days...thursday...nothing. I online chat with a rep who tells me that it is in the local office...being set up for me and it will be to me in 1-2 days. GRRR...ok. A WEEK LATER nothing. I contact online chat. They tell me the order was cancelled due to E911 form failure. I am beyond frustrated...on the verge of tears I am so frustrated. It is like they are leaving notes on my account for the NEXT person to really promise me satisfaction...only to pull the rug out from under me time and time again and LAUGH AND LAUGH. I have a contact in Sales through comcast...so I call her. She informs me to go to my local office...explain to them whats happened...and they will give me a gateway. I was told initially that they dont have them in the local office. She tells me they dont like to give them out but they will...no problem...they are nice there. What do I have to do to get this modem? Is it worth a 40 minute drive to be turned away? Will i get my gateway at the local office? Why has this been so hard? Why is EVERYTHING with Comcast so hard? I always have to jump through hoops to get what i pay a great amount to Comcast on a monthly basis. Paying money to be consistently disappointed. How would they react if I told them the check is in the mail...oops...it's been cancelled...i'll send another right away? I don't think they would have it. Help!!!! I am at a loss. I just need this modem...and its been a month already. Stop with the promises and HELP ME!!!

[ComcastNick]

When we send out a new eMTA (phone and Internet modem), we are required to submit an e911 form, or the modem will not ship.  What the phone agents you talked to, should have done, is complete that over the phone at the end of the call.  They will place you on hold and transfer to a 3rd party company that processes those requests, then they will enter the needed information, and bring you into the call where you can answer the questions and confirm the needed information.  Once that is done, then the eMTA will ship.

The service centers might have them, but they are not supposed to have them for exchanges.

I would recommend calling in one more time, getting the shipping order created for overnight, then have them transfer you to the e911 on the phone, so you have it done for sure, then the order will ship.  The agents are supposed to transfer you to e911 anytime they ship out an eMTA, but if they don't mention it, remind them and it will be fixed.

[RobJenga]

You make that sound SO easy...

8 out of the 9 reps I have dealt with so far failed to mention a form AT ALL.

Then when the ONE did...I filled it out and she said it was fine...only to find out she was incompetent as well!

Kind of insulting to say "call in ONE MORE TIME and THIS time it will work for you"...

This is ridiculous.

[juanhdez1470]

No wonder Comcast customers in my neighborhood ara turning into Att, I thought Comcast was the top on the internet market and dealing wiht customers, but instead I'm so  dissapointed I'm planning to cancel my contract since I've made more than 15 calls or online chat to CS for differente reasons troubles and many of them has not been solved yet. It all started when I wanted to acitvate my internet, it took me exactly one month to get my modem and my router because I had to make two equal orders to have a tech come home and do the proper installation of the equipment, but one the orders was cancelled by them, and the other order was carried out, but to my surprise, the tech showed up at home without the router to have mhy connection wireless, then, when I checked my bill, I realized they were charging me for the supposed service and the supposed installation of the equipment. To make long story short, I had to go myselfe to one their offices and get the modem myself and the self-install kit. The story doesn't end here. I was told I'd had 12 mb of speed, instead I'm being served with only 1 and a half, and rarely reaches to 2 mb, who do I sue for that if there is no signed contract. MOst the the customer services techs, who are supposed to know what they are doing on the other side of the phone have leaving me in doubt about their competence to troubleshoot this inconvenience. I even once was out connection for more than two hours, currently I'm running out service every 10 to 15 minutes I don't know why, I check their testing tool and of course it says no interruption have been reported, what a lack of respect for customers. At the end they are going to end up by running out customers. Who do I turn to who is really responsible and capable of solving this.

[ComcastNick · Accepted solution]

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RobJenga wrote:

You make that sound SO easy...

8 out of the 9 reps I have dealt with so far failed to mention a form AT ALL.

Then when the ONE did...I filled it out and she said it was fine...only to find out she was incompetent as well!

Kind of insulting to say "call in ONE MORE TIME and THIS time it will work for you"...

This is ridiculous.

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Sadly, it is very easy.  The agents you spoke to simply did not do the job they should have.  I wish there was another way to put it, but we simply did not do our job correctly.
If I had access to your account, I would offer to get it done right for you, but I am in a different region.  The person you talk to, should be able to transfer you at the end of the call, to an automated process that will complete the e911 process for you, and ensure we ship out the eMTA this time.

You can also try to email the We_can_help@cable.comcast.com group, if you do not want to try calling once more.

[RobJenga]

SUCCESS!!!!!!

I did not call in or use the online chat. I have done that enough in the past three weeks to know that the only thing it does is make your head want to explode.

I emailed the address you gave me in the previous post. Copied and pasted this banter...within an hour someone emailed me from Philly (I am in Lancaster, PA) and asked me for my info. By 5pm I was receiving a call from someone the next town over apologizing for everything and explaining what happened. Saying my accound was a mess...my phone service was not in the system...it was saying i didnt have a modem at all...there were so many things wrong with my account that my head was spinning and I didnt understand half of what was wrong. Bottom line...my account info is now corrected with what services I DO have...i was compensated for the problems...and as of 10am this morning I received my gateway priority overnight shipped. This in NO WAY excuses the amount of BS i went through. Comcast customer service is horrible. The phone help...the online chat...it was the WORST customer service experience I have ever dealt with in my 38 years. I WILL thank ComcastNick for taking the time to steer me in the right direction...and to the people at the Comcast Help Center (or whatever it is called) in York, PA for looking into the issues...correcting the issues...and making me feel like my business is appreciated. Now...to get home after work...hook it up...and have everything work the first time with a SIMPLE call into Comcast to get this wireless gateway working. Ugh. Wish me luck...I really have a dreadful feeling im gonna need it. Anyway...thanks again.

[ComcastNick]

While I am glad it all worked out for you, it should not have taken us that long to get it right.

If you have any problems with your gateway, feel free to send me a PM.

[Fewtrell]

This same thing happened to my husband trying to get the wireless Gateway. The only difference is I went to the local office & reviewed everything with a rep there. It's a good thing you didn't waste a trip because they would NOT give out the gateway. They did confirm it was on order but that was wrong too. Always multiple phone calls and transfers. It appears as though different answers from many different people and various times, days & locations. I would suggest new training implementation throughout the company so EVERYONE is on the same page and customers are satisifed with the service. Never once was the E911 process explained. This is how I ended up here. Finally an email mentioned the e911 process. We are 3 plus weeks and waiting. Verizon Fios is not in this area or he would have switched. 

[Serendipity9412]

Wow.  sounds like of the 11 reps you were in touch with, 8 were criminally negligent, one was criminally incompetent, and 2 were fabulous.  So Comcast is batting 18% - that is unacceptable.

I only have basic cable through Comcast. I was thinking about going with their phone and internet services but then I looked at Comcast's yelp ratings in San Francisco, California.  Yelp reviews range from 1 star (horrible) to 5 (excellent).  Keep in mind that you have to give at least one star to even leave a review.  I believe when I looked at Comcast's yelp reviews - and it's broken out by various branch offices - they all averaged 1.5 stars out of HUNDREDS of reviews.  Read a few, and you'll realize that a visit to the local office is also a descent into a nightmare of incompetence, with hours-long waits, the inability to give you any help, and the requirement to make multiple trips.