11-23-2011 01:56 PM
My subject matter says it all. First they told me they cannot tell me where they are. Finally one person admitted it. Now the reason I know this is because my On-Demand is constantly going bad and I am forced to call Comcast about every month or two. There was a lull of more than that time due to my being out of state and in a place where I used Time/Warner cable. Otherwise On-Demand goes bad on a constant basis, and I cannot access it. I am forced therefore, to phone India, get a tech, some of whom are actually good and others who barely speak the language. The other night when I scheduled my appointment for today, the second guy I got was ok but the first guy hung up on me because I insisted my billing address was correct despite what he thought he saw on his computer, given I have had a residence at my billing address for 45 years. That was long enough for me to know my name and address; 45 years certainly would do it I think. Now it was between 2-3 A.M that I was caught up with the techs on the phone from Delhi just to schedule an appointment for today, which needs to be completed within the next 60 minutes to be real yet I was woken up by a 2nd dumb computer phone call asking if I still wanted the appointment a few hours ago. I could not get back to sleep. I am not a happy camper at this moment. I am tired.
The second guy I got out of India told me he didn't need my billing address and that my Florida address was all that was needed. On my Florida address, where the bill does not come, we were in accord that I actually lived here also. The second guy happily ignored what my billing address might be. Comcast knows my billing address because they never fail to bill me up in NY, where my billing address is.
Today I am in a foul mood because a computer call from Comcast concerning an appointment I made for a technician, a useless phone call, the second one by the way, the first having been yesterday, woke me up and now I am still waiting for the 30 minute prior call from the technician, (the real live person who will come to the house), confirming that I am home so that he can come on over.
Why I had to lose a sleep due to the Comcast computer system phoning me, (well maybe it was late in the day in India for all I know), is beyond me. I am told "this is what is done", something right up there with the lie concerning where the phone techs are located.
I do want everybody to know I have nothing against the Indian people. I have everything against an American company that steals jobs from American citizens. That is oh so wrong. In fact, it is disgusting. I think this is something Comcast customers should know.
So to be clear, when an American buying Comcast services needs tech support they are talking to somebody on the other side of the globe. And I think if Comcast is doing this they should at least own up to it.
11-23-2011 02:37 PM
its no secret that comcast out sources some of its support to india. they along with most other us companies do the same. you don't always get india when you talk to comcast. If your calling 9-5 m-f you probably will get someone in the US, if you don't want to call 1800 comcast then google "comcast phone numbers" you will get tons of them which you can pick from.
11-23-2011 09:42 PM
JUST TO LET EVERYONE KNOW YOU CAN ALWAYS ALWAYS ALWAYS REQUEST TO SPEAK WITH AN AMERICAN CALL CENTER, I WORK FOR A COMPANY AT A CALL CENTER AND YOU CAN JUST SIMPLY SAY CAN YOU XFER ME TO ANOTHER CALL CENTER. ALSO COMCAST TECH SUPPORT IS ALWAYS THERE 24HOURS A DAY.. 866 594 1234 .. it works! i hate speaking to someone that i cannot relate too!
11-24-2011 02:11 PM
Thank both of you guys for your replies.
I do want to state that the tech person who comes to the house, and I've had many of them come, are always nice.
If it was not a secret about the outsourcing why when I asked the man on the phone if I was talking to Delhi did he tell me he was "not allowed to let me know his location?" The bad part was that I had to phone back after our little dispute concerning my billing address which was not required the the second man.
Having had occasion as I said, to call frequently, I have always been speaking to techs in India and I merely wanted to confirm that fact. It was the refusal to tell me where he was that was frustrating. It was a "what are you hiding?" moment I felt.
I would hope for the sake of the customer that if they use Indian help they minimally make sure the English speaking requirement is upgraded to a form of English an American would understand. For eg. the second man spoke beautifully.
It is good to know I can request help from an Ameican call center. Thanks. It's also good to know people in this forum will respond.
In any event, the on site tech guy finally came and my cable service is no doubt, hopefully good for yet another month. The tech guy said they constantly have problems with service in Florida. I do not know why. They fix it and a month later the service goes bad and they need to come again. BTW, I have new equipment, from Comcast and my HD TV, all new.
May I add that yesterday the home page of Comcast had the nerve to title an article "Where are the American jobs?" Is it me or is that dumb news from the company that knows where the American jobs are because they sent them to India?
Thanks for writing back.
11-24-2011 03:09 PM
there are a lot of people who have issues in florida. Whoever it is that comast took over from down there must have had some poor wiring done on that system.
11-25-2011 01:44 PM
You are absolutely correct. I will say one thing in Comcast's favor though. As to the On-Demand lineup they give you much more than Time/Warner, which has the monopoly in NYC. Free programs are all more or less abbreviated in the outer boroughs of NYC. They give less when it costs them nothing to give more. Also it is more of a fortune if you want to add extra channels even for a fee up in NYC.
I do not like having to phone Comcast all the time when the cable feed is poor but TV watching is more enjoyable with Comcast for what that is worth.
11-25-2011 09:02 PM
SO UPSET!!! A house full of family and friends for THANKSGIVING and the cable goes out in the 1st quarter of the Lions/Packers game we're all watching. Called COMCR*P - told it's an area outage. Went next door - they're fine. Called back - talikng to Mexico call center. Asked to speak to supervisor in USA and was transferred. Asking for help - told 3 days!!! Asked for that person's manager - back to MEXICO!!!!! No help - useless in fact. Asked for rebate - tols 1 day's credit was all he was authorized to offer. Asked to speak to someone who was authorized to rebate more. Told his manager would call me Monday! Not holding my breath....
Should probably go back to U-Verse - in 21/2 years not A SINGLE OUTAGE. HAD 3 IN 6 MONTHS WITH COMCR*P. AND YES, I'M IN FLORIDA!!!!
11-26-2011 01:39 PM
I see they are making a habit out of this problem. I had a problem once again last night but a reboot worked. However, that was an hour off my day with all the phone calls. What are they doing or not doing? So sorry you had similar problems to mine. I didn't know call centers were in Mexico too.
11-26-2011 02:25 PM
Not true - I just got off a call to a call center in Mexico. I asked - more than once - to be transferred to a US call center. I then asked to speak with a supervisor and still the response was the same. If I wanted a different call center I would have to hang up and try the call again, but there would be no guarantee as to what call center one would get connected. Yes, Comcast has probably the worst customer service of any US company.
04-25-2013 03:25 PM
Today I asked to speak to some one in the US and they told me there are no longer any comcast call centers in the US so I could not speak to some one in the US.
05-13-2013 04:14 PM
This has nothing to do withe Indians or any other nationality, rather it deals with treating the customer right.
When my service was first installed, I had many problems gettingjust the way I wanted. (I am still not sure what my 'final' package will look like after the promotions I am under expire). The representives were confused about what i wanted but for now, I am resonably satisfied with what I have, altough if given the choice in my area, I would much prefer to have Verizon FIOS.
I cringe even having to call for a simple billing or payment question.
My issue is that the reps in India cannot possibly be trained to understand American spoken English and its many idioms and subtle meanings--any more than I could be trained to understand the same in their native language. I was a representive for years for another large cable provider, so I know how challenging providing "world class" customer service can be. Adding the layer of cultural difference makes it that much harder.
I also agree that while Comcast is operating in an international environment. they gladly take my American money while many people here are looking for work.
As other posters said, I have nothing against Indian people. In fact, i feel sorry for the people who work these jobs who are almost set up to fail and deal with abuse from customers. I object to poor customer service--in whatever language. However, I doubt that "Comcast Cares" enough to bring customer closer to the people who pay their outragous bills every month.
05-15-2013 08:15 PM
Comcast support in both Mexico and the Phillipines is absolutely HORRIFIC!! They ARE NOT professional, have little command of the English language, and hang up if they don't want to deal with you. I've now made 6-7 calls to get the "3rd-party verification" completed, and close to 20 overall calls regarding a whole range of issues.
They are completely incompetent.
If anyone knows of ANY WAY to get ahold of America-based tech support, HELP ME!!!
06-03-2013 11:32 PM
I just had the same problem. I had reached the call center in Mexico (based on their accents). I had to call 4 times. I had to wait over 20 minutes for each call to be answered! Each time I gave them my name, address, and last 4 digits of my SSN number they would disconnect me! I FINALLY got through to a nice girl that helped me. I would switch to AT&T but I think they are just as bad! It's so frustrating! This is not how I wanted to spend my evening after working all day!
06-17-2013 08:09 AM
I was told 2 times by different tech's that "Comcast does NOT have any call centers or any technical support in the USA anymore" both times by people in India.
I ended up spending 2hours 12minutes with there tech people and they could not find the problem so they just scheduled a tech to come to my home 3 days later. When the tech looked at the problem he called some office and spoke with them less then a minute and the problem was solved.
The tech that came to my home said that the past month he has had this same type of thing happen more then 20 times where he goes to the home, ends up calling Comcast to make a simple adjustment which ANY tech there could easily do. However- the tech did say that he loves getting paid for simply making a phone call.
After speaking with the tech I have decided that from now on instead of dealing with out of country incompetent techs I would keep the money HERE in the USA by simply always requesting a tech come to my home/business and fix the problem.
I know everyone can't be home for the appointments, but those of us who can have someone at home for the tech appointment really should. I think if more and more people did this Comcast might re-think there troubled tech support system and see that it costs more to send tech's to homes then pay someone out of the country.
If you AGREE, then pass the word to others, share with your Tweets, Facebook and other social networks, email family and friends and tell co-workers to try this out too. It might take a little time out of your schedule but you'll feel better and the problem will get fixed.
06-18-2013 08:46 AM
At what cost to the customer??
"I know everyone can't be home for the appointments, but those of us who can have someone at home for the tech appointment really should. I think if more and more people did this Comcast might re-think there troubled tech support system and see that it costs more to send tech's to homes then pay someone out of the country."
06-18-2013 02:30 PM
06-24-2013 09:03 PM
I've just been through a problem episode in which my internet connection was off and on over a 4-day period. I made several calls to Comcast support and got the whole range of competence to incompetence. I don't know where most of the support techs were located. The best of them was a fairly chatty guy, so I asked where he was talking from. He said Panama. I expressed surprise. He said Comcast has help desk people in 20 or 30 countries, I forgot the exact number he gave. The time spent on the phone with them was mostly wasted. When I eventually got a local Comcast guy to make a service call, he fixed the problem in short order, was competent and courteous.
06-27-2013 12:24 PM
I called customer service last night and after a wait of 25 minutes, got a man I could not understand. I asked for a customer service rep in America, he hung up on me!!! I was furious !!! I called back, but after another 20 minute wait, hung up. I am changing to a local provider so that I can speak to someone that I can understand and do not have to wait forever to connect to!!! I used to love Comcast....Now I HATE Comcast !!!
08-12-2013 05:26 PM
08-12-2013 05:47 PM
Try this instead of chat. It goes to a national team that gets it to the appropriate person, either local or regional who should contact you back normally by a phone call.
link to this thread
full details of the problems
The response time seems to have slowed up lately so it may take a few days.
10-01-2013 05:56 PM
Wrong!!! They hang up on you after they tell you to call the number again. Trust me everytime I have to call anywhere I ask where I am calling and I ask to speak to someone in the United States and then all I hear is click.
10-04-2013 12:50 AM
10-04-2013 07:27 AM
To get help, your best option is to contact Comcast Corporate Customer Service (firstname.lastname@example.org). You can also ask for help via Twitter (@ComcastCares), Facebook or the Comcast Direct Forum.
02-06-2014 02:08 AM
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