Customer Service

[IHATEXFIN]

I just want to say that of all the companies I have ever known in my 52 years of life, no company has ever approached Comcast for:

--ineptitude

--arrogance

--failure

--intentional misrepresentation

--poor organization

--lack of concern for customers

--poor service

It's as if the people who designed Comcast's billing and customer service systems studied how to serve customers, then, in every way conceivable, they designed systems to perform the opposite functions.

Consider:  I moved locations--a total of three miles.  To make this change the following were required:

--17 separate telephone calls to Comcast, totaling 14.5 hours of time on the telephone

--2 separate visits to Comcast offices

--2 separate visits by Comcast service personnel to my home.

In the process, I was told at least three times that my account was past due, when in fact I had paid it all along.

All of this was required merely to stop service in one location and begin the identical service in another.

At this moment Comcast owes me more than $500 in overcharges resulting from its continued collection of payments from my old, closed account well after it was closed.  Comcast refuses to return the money it owes me.

Undoubtedly if anyone from Comcast reads this and bothers to respond, you will respond with the standard platitudes you have been taught to use, such as "We apologize for any inconvenience."  Save them--I don't want to hear or read them. 

I would just like you to admit that your company is an utter failure.  The very moment another cable choice becomes available to me at my current residence, I will be on another two to three hour phone call with Comcast (because that's how long it takes), telling you to cancel my service immediately. 

And I will persist no matter how many times you drop my call, no matter how many times you transfer me, no matter how many times I have to repeat my account number and my name, no matter how many phone trees you make me use, until I finally rid myself of any connection with this company whatsoever for the rest of my life. 

[i-am-nerdburg]

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'll also let Comcast know you need help.

[IHATEXFIN]

Why in the world would I trust what you say about getting help? 

Let me quote one of your own representatives, who said on one of my now-19 phone calls to Comcast to straighten out my bill:  "I am 99% certain that we will have this problem worked out for you within a week, sir."

That's was six weeks ago. 

Comcast Corporate Customer Service represents the same organization.  I am certain that they, too,  are "99% certain" that Comcast is able to address my problem.

The fact is that not once in any of my dealings with Comcast has Comcast EVER fulfilled a promise, completed a task, acted consistently with its statements, or followed-through.  Believing that Comcast will address my problem after its dismal record of failure would be the customer service equivalent of a battered wife asking the batterer to stop battering and trusting that he will. 

I'm not that stupid. 

[barbie123]

Everyone on these forums knows that Comcast customer service is not good. Customers such as i-am-nerdberg post information that others have found helpful in dealing with this frustrating company. You can try taking his advice or continue beating your head against the wall. Your choice.

[IHATEXFIN]

You just committed the fallacy of false alternatives.  Those are not the only two options.

I can sue Comcast for breach of contract, and continue to post here in an effort to do everything I can to discredit the company.  Public relations are important, and I can dedicate myself to making sure that as many people as possible are aware of the poor service this company offers. 

[IHATEXFIN]

And let me add, to continue with the wife batterer analogy, that allowing Comcast representatives to continue to posture Comcast as an organization responsive to customer concerns, without calling them on it, amounts to the customer service equivalent of condoning the behavior of a wife batterer. 

[barbie123]

Oh, OK. Good luck with that.

[susyq54]

Ive been frustrated with Comcast for a while with pricing, tech issues, customer service. It is also frustrating to see the new customer deals with no customer loyalty incentives. I have inly stayed thus far for two reasons: my homeowners association has a deal with Comcast where part of my fees goes toward my basic cable and that Ive heard horror stories about other vendir systems. From what i can tell, Dish and AT&T offer more services (like DVR 4 programs simultaneously vs Comcast only 2).

After reading a lit of feedback tonight, im just wondering why Comcast still has any customers?

[i-am-nerdburg]

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IHATEXFIN wrote:

I can sue Comcast for breach of contract, and continue to post here in an effort to do everything I can to discredit the company.

---

Nah, you can't sue unless you opted out of binding abitration. If you elect to resolve your dispute through arbitration, you can open a case with the American Arbitration Association - Case Filing Services, 1101 Laurel Oak Road, SUite 100, Voorhees, NJ 08043, 877-493-4185, www.adr.org under the Commercial Arbitration Rules of the American Arbitration Association "AAA".

You might want to file a complaint with your local franchising authority first tho. A franchising authority is the local municipal, county or other government organization that regulates certain aspects of the cable television industry at the state or local level. The name of the franchising authority may be on the front or back of your cable bill. If this information is not on your bill, contact Comcast or your local town or city hall.

[i-am-nerdburg]

---

susyq54 wrote:

After reading a lit of feedback tonight, im just wondering why Comcast still has any customers?

---

Well, you have to take everything you read on these forums with a grain of salt. Customers come here to complain or get help, so it tends to be a negative place. Mostly ppl that post here have legitimate complaints about how Comcast has treated them. Most of the complaints aren't about equipment or service, but Comcast's inability to address problems efficiently or the cost of service. Comcast is generally its own worst enemy in that regard -- it needs a cultural change at the corporate level to address these issues, but there is little motive to do so as the company continues to make record profits.

[Arteon]

They still have customers because, in areas like mine, they have a regulated monopoly. So, they are the only cable company available.

[rawood3rd]

I have been a customer for over 11 years and they have gone from good, to OK, to needs improvement to "why do I do business with them".  I have had video quality issues on all my sets over the last few weeks and have not been able to watch the olympics in high def.  I have opened numerous service tickets, some they just magically close out with no resolution and others just stay opened and go into the great black hole.  It is really to bad they have decided to cut back on their support in such a negative way.,  Does anyone have any suggestions on the best way to get resolution?  I've got tickets opened, spoke to call center supervisors and still not resolution.l

Thanks

[i-am-nerdburg]

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.