10-29-2010 06:43 PM - edited 10-29-2010 08:22 PM
I have never encountered such a mixed up company. If Comcast wants to be our telephone company, it should be as good as our telephone company. It has a long way to go.
The techs on site have been fine. They turned us on and got the TV, Internet modem, and all of the phone outlets working. The cable's fine and so is the broadband. But the phone service doesn't work at all. It's taking more than a week to port our old phone number -- ironically, in service with Comcast for over three years -- to our new location, less than a mile from our old home. In the meantime, no one can call us on our regular phone number -- and when we call out, we are calling out on the account of our new home's former owner. It's all very unfair.
When I tried to resolve this problem via "customer service," I was transferred among four obviously virtual, obviously overseas departments -- sales, billing, moves, and technical -- not just once but at least seven times in the last 48 hours, using up two days of precious time off. Comcast owes me about $2,000 in lost income, the way I see it. Of course they won't pay up, but they could at least make changes. And the problem's still not solved.
If I had choice, I'd change. Unfortunately, Qwest, which serves this area, doesn't yet have high-enough speed broadband to meet my needs. As soon as it does, or as soon as there is 4G wireless in this neighborhood, I'm bolting. I will gladly pay a termination fee to not have to deal with this BS.
Note: all of the reps with whom I dealt, even if they were not well informed -- none of them knew about the Comcast Customer Guarantee -- were pleasant and tried to be helpful. The problem isn't theirs. It's executive management's. Comcast is one of the most profitable telecom companies in the world. Why is its customer service so broken? Not enough competition? Don't worry, Comcast, it's coming.
Comcast does regular surveys to evaluate its frontline workers. Perhaps it should do surveys regarding the Comcast executives who set it up this way and who are demonstrably incompetent to manage a modern telecommunications company.
PS A forum that censors its users' comments, as this one does, is worse than useless. It's insulting and ensures that in the future, readers will call or write directly to the FCC (1-888-225-5322 toll free, Federal Communications Commission, 445 12th Street SW, Washington, DC 20554) or to the Comcast board (http://www.comcast.com/corporate/about/pressroom/c
10-29-2010 07:52 PM
I'm now waiting on my second two-levels-higher supervisor to return a call. The first time, it never came. This time, the call's 45 minutes late and the office is about to close for the weekend in ten minutes.
10-29-2010 08:10 PM - edited 10-29-2010 08:11 PM
No, the supervisor didn't call. A frontline service agent is wrestling with Comcast phone service himself to get us turned on in one day rather than another week. Three weeks without phone service would be too much.
Comcast: The system is broken.
10-29-2010 08:33 PM - edited 10-29-2010 08:34 PM
A second second-level supervisor failed to call back. (Do these people actually exist?) Then the call was terminated on Comcast's side. Why is it that someone cannot call me back? I've left my phone number at least a half dozen times. Outrageous!
10-29-2010 08:41 PM
Yet another frontline aid is trying to fix things. These people are like pawns, they struggle so that higher ups can avoid the responsibility to prepare proper business processes. Disgusting.
10-29-2010 10:42 PM
I am a fellow customer like yourself. I have notified the forum administrator about your issue. He can work behind the scenes on this. It probably won't be until Monday before he gets back to you. If you want you could email him with a link to this thread, details of this, and a good contact phone number outside the non working Comcast phone. His email is <Detreon_Roberts@cable.comcast.com>
Keep on eye on this thread also for responses.
10-29-2010 11:07 PM
Hopefully it is a touchdown. Please post back and keep us updated. Always nice to have a option for backup in case E gets tackled.
Congrats in advance if it gets fixed for you.
10-29-2010 11:09 PM
Commanguy, thanks for your offer of help. I may have a solution myself by Monday. Still, even if I'm satisfied, my experience suggests that many customers may not be. This is a systemic problem that needs top management's involvement before things get worse. Seriously. The Internet "cloud" is coming, with wireless.
Cable's advantage -- it's main and possibly only advantage -- will be its relations with its customers. (I study these things for a living.) Stop buying other companies (like NBC) and futzing around with sports celebrities and concentrate on building a lasting loyal customer base. It's now or never, Comcast.
Thanks again, Commanguy.
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