Today was very disappointing. I had an appointment for a technician to come out to determine why my phone service is not working. After clearly telling the person who makes the appointments that it had to be the latest time slot of the day, 4:00 p.m. - 6:00p.m. because I work more than an hour away from my home, the appointment was apparently made for the 2:00 - 4;00 p.m. time. I raced home to be there at 4:00 p.m. only to find a notice from the technician that s/he was here at 1:20 p.m.
I called to find out what happened and was told that the tech tried to call me at 3:30. First question, if the tech was here at 1:20 p.m., why did s/he wait until 3:30 p.m. to, as indicated by the customer service person I spoke to, try to call me? Additionally, the number that was called was not even my number, so they never reached me. After being "escalated" to a manager, who through no fault of his own, could do nothing. I am told that they have "no control" over the "programming" to set appointments. I explained that with a demanding full-time job, I do not have time to waste. I left work early today for this appointment and can not afford to do that again. I asked if there could be some accommodation made for appointments later in the day as there is no way I can get home before 5:30 p.m. Short answer "no." I was told that I could make another appointment for the 4:00 - 6: 00 window but with no guarantee that the tech wouldn't get to my house before me an then leave again if I am not here. So, I ask you, what is the point of that? It wastes everyone's time. Now I am at a complete loss. I pay good, hard earned money and as a customer, it seems that Comcast is not at all willing to provide actual customer service.
Please explain to me why it is impossible to empower your customer service people to make accommodations for those of us who have work schedules that we must maintain? The answer I received, that there was "nothing that could be done," is unacceptable. I suggest that you extend the times of your service windows or empower your schedulers or customer service representatives to actually provide customer service. Your customer service person could say nothing to me except, "that's just the way the system works, we can't change it. You can call and make an appointment during the windows we have to offer." Really? Please give me a good explanation for this utter and complete lack of service and the apparent lack of concern that you are not providing decent service. And my phone is still not working for who knows how much longer.
