Customer Service

[shoonw]

I relocated to Denver and signed-up their comcast.com new customer internet package "Performance - Special Offer" which offers 20mbps down and 4 mbps up. After activation, I consistently got 6mbps down and 1 mbps up. Called and found out that I got their "Performance Starter" package. Have been working and transferred to more then 10 different departments now and got no resolution except "Someone will call you within 72 hours". It's 108 hours now and no one called, even after I called yesterday and they say someone will call.

The "Performance - Special Offer" is priced at $29.99 for 1st six months.

The "Performance - Starter" is priced at $49.99 for 1st six months.

My bill reflected $29.99 not including modem lease fee.

It's a switch and bait!! It is their own website promotion for crying out loud that they are not honoring!

Some reps (phone and online) stated they don't have the offer. I literally have to walked them through their own website step by step and they finally saw what I saw. Then some of them say "I am sorry but I cannot resolve this for you and will transfer you to another department" ..... round and round I went.

Some said "It's not available in your area" and I re-ask them "You yourself typed in my home address on your own website to see what promotions are available and Performance Special Offer is available. Now you are telling me it's not available?" One rep finally opened a ticket and said it's a billing code error on their side and they need to setup the billing code to reflect the promotion on my account.

OK. It's 108 hours now. I got nothing. Customer satisfaction guarenteed?

1. They limit what the reps can do and
2. Promote offers that their reps do not know about and
3. Did not setup the right billing codes and
4. Automatically pick the closest one to what I signed up for and
5. When you call, you end up in an endless loop.

I don't care if they put out this promotion quickly because of the FCC lawsuit. The promotion was there and is still there and they must honor it.

If someone from comcast reads this, please contact me. I have done phone and chat, phone and chat, chat and phone, phone and phone, chat and chat.

[reasd]

To get help, you can contact Comcast Corporate Customer Service (we_can_help@cable.comcast.com) Send a link to this thread and your account details. You can also ask for help in the Broadband Reports Comcast Direct Forum or via Twitter

I hope you kept a receipt of all the serial numbers of all the equipments that you returned back for your records.

[UHFhd]

       The Fcc needs to look into comcasts practice of posting offers then having customer service " executives" deny the offer .

                     If you enter Zip code and street address those offers should be available . The excuse did you read the fine print or I don't have that code should not be valid .

                        http://www.fcc.gov/complaints

[shoonw]

Thanks reasd. I just wrote to the email address you provided and aslo posted on the direct forum. In addition, I even visited the service center an hour ago and I got the same reply "That promotion is not showing up on my system and I cannot help you". Call the 1-800 number and they can help you. Guess what? It's the same 800 number that I have called multiple times. I hope that the email and direct forum will get me somewhere.

I just hate any companies promoting something and then automatically downgrade you and tell you "We don't have the promotion", and I have to walk them through their own website "STEP-BY-STEP" and when they see it themselves, they are then speechless and I get transferred or am informed that someone will contact me but NEVER GOT THE CAL.

[UHFhd · Accepted solution]

    If the email site does not help , contact your local comcast franchise authority the number should be on your bill somewhere . I received the same run around on a promotional offer which i qualified for . I currently have the offer that i was denied by customer care executives .

[shoonw]

Thanks UHFhd. I will call the local number and see if they can help. As a matter of fact, the service center rep I personally visited just now said "I am sorry but I am not a supervisor and a supervisor might help" .....

[Adam_Ugh]

It looks like this is a standard "problem". I'm guessing it is set up so that anyone who doesn't have the attention to detail or confrontation skills gets the shaft and those that do get tested through the runaround gauntlet. If you are persistant then you will eventually get service. Things that helped me:

Use the chat so there is a very clear transcript.

When they assure you that your ticket will be resolved shortly:

Ask "Ok, in the meantime, what will we do with the current bill?"

or

Ask "So I can send the amount *with* the promotion when paying the bill, correct?"

By cross referencing the responses of several different attempts (some at the same time) I'm fairly confident this is all part of a script. If you are persistant and set them up to where they have to either agree to change the bill or admit to false advertising, they'll give you it for $25 bucks.

 

Good luck, and remember to keep your cool and determination when playing your game.