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kingfisher88
Posts: 3
Registered: ‎08-01-2011

I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with you

  The only reason I have comcast is because in my apartment there is no other option.  I got my cable and internet in December.  Come April, I lost all connectivity.  I called the customer service line and the agent said my cable and internet were shut off because I hadn't paid my bill.  Yes I had.  He then looked further and found out, sure enough, each bill paid.  So we looked further into the problem: apparently my 3 month cable/internet deal had expired and he said that comcast assumed I didn't want my cable anymore, because that is some fantastic logic.  He told me that now that he knows I still want cable and internet after 3 months he'll reactivate my cable and internet.  He tried. Wait-it wasn't working!  I got transferred to somebody in troubleshooting who did just that.  His explanation: your internet and cable aren't working.  We went through troubleshooting steps 3 times before he said "I'll send a tech rep over."  The tech rep came out at the last 15 minutes of the 3 hour window he was allotted because I, the customer, have nothing better to do than wait on him.  He did some work and investigation and told me that the physical cable was severed and that's why I have no connectivity.  He called for a contractor to come in and inspect the whole length of the cable.  Keep track: this was visit #1.  The contractor is scheduled for that following Saturday.  I wait for him, visit #2 never occurred.  I found out 4 days later he misread my address and went to another address.  How did I find out?  A customer service rep called and asked how satisfied I was with the service.  I said I couldn't be sure of my satisfaction, since he never arrived.  She told me I was wrong and that he had fixed the cable for me.  Apparently, according to the agent, I must be a liar with nothing better to do than try to schedule tech rep visits.  She called the contractor who gave her the address he went to-some other apartment.  So the contractor himself called me and said he'd come out that very day.  Visit #3: just like a quality Comcast associate, he showed up in the last 20 minutes of his 3 hour window.  He did the same check as the first tech rep and said that my cable was cut.  DUH!!!  But he couldn't fix the cable because he wasn't authorized to go through the apartments beneath mine, so he would get that authorization and come back to fix my problem that saturday.  Visit #4, the contractor doesn't show up.  I get another phone call on monday asking the quality of service.  Once again, I get to say he didn't show up.  This time I'm not a liar and the woman says she'll transfer me to whoever schedules the tech visits.  I sit on hold for 20 minutes and hang up.  I decided then to start the whole process again as if this was my first time with the issue.  I went through 2 online assistants who said that they can't help me get a tech rep out to check my cable because they have to run a diagnostic first and since I wasn't home to look at the cable box a diagnostic was impossible!  The third told me she would schedule a tech rep to come in that thursday.  Visit #5: nobody shows up.  This time, the tech rep calls my cell phone-it was the very first tech rep that had come over.  He recognized my address and knew that if he was being called, the contractor hadn't come in, so he calls the contractor and schedules an appointment.  Visit #6, the contractor doesn't show up.  I talk to an online rep and say that I want my cable fixed or I would contact BBB and Navy JAG with full intention to sue for every grief I've suffered by Comcast's failures and shortcomings.  It must have gotten her nerves because she scheduled a visit for me. Visit #7: Same guy the 3rd time.  He comes over anyway, knows it's still broken for the same reason, and calls a supervisor who shows up a few days later.  Visit #8: a contractor shows up and fixes my cable.  This all occurs over a period of about 2 months.  Somewhere in my conversations with god awful customer service reps I was told I would be credited for the time I had no service.

 

Now that I had my service back, I went online and prepared to check my bill: 184.00!!! For having no service for 2 months!!!  In fact, part of the bill was for tech reps coming out to fix my cable, a problem that was ABSOLUTELY NOT my fault or even within the reaches of my control!!! I called the 1-800 number and the agent I talked to said she would credit me for the time without service.  She credited me for about $120 or so.  Great!  Satisfactory service for the first time in a long time!!!  Now that my cable was back, I saw a Comcast ad that said that if a tech rep doesn't show up, I get a $20 credit.  Well the rep didn't show up for me 4 times, that's a whole cable bill for a month:$79.00.  I go online and ask for this credit, she says she can credit me for the inconveniences, but there's a hitch (it's not Comcast without a hitch) I only get $20 credited to my account because the guarantee is only good once.  So essentially, Comcast gives me one apology credit then they're free to treat me like trash without any worry.

 

So here I am, the $184.00 bill paid by credit due me, some of the credit due me (by my standards Comcast still owes me $60 for missed visit compensation "guarantees"), and out of my own wallet.  This month I check my bill.  Somehow, instead of my standard $79.00 bill, I somehow owe $120 in my "standard services."  it's not like I bought a few movies on pay per fiew or anything, it's a standard fee!  Magically, my bill hiked up $40.  BUT I am obligated to pay this crooked bill.

 

This truly is the worst service I have ever dealt with.  I am left unsatisfied with the services "rendered" to me.  Comcast owes me money.  PERIOD!!!  THERE IS NO EXCUSE FOR YOUR FAILURES TO YOUR CUSTOMERS!!!  I've talked to MANY of your customers and former customers and I have yet to meet one even a little satisfied with your services.  I can't even BEGIN to describe how terribly you ahve all treated me!  In 2 months your tech reps miss appointments 4 times, you charge me for assistance in a broken cable that was not in my unit but somewhere else in my complex, you credit me 1 guarantee for 4 breeches of that very "guarantee" you so proudly advertise.

Silver Problem Solver
rog286713
Posts: 13,999
Registered: ‎06-17-2008

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

Sorry to hear of your bad experience but this is a customer to customer forum.   one of the moderators will escalate your issue for you I am sure

Visitor
Posts: 1
Registered: ‎07-07-2009

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

I hear ya, WHAT A RIP OFF THIS COMCAST XFINITY WHATEVER YOU CALL THEM NOW. SERVICE IS A JOKE AND THEY CHARGE WAY TOOO MUCH. I TRIED CALLING CUSTOMER SERVICE TO LOWER MY BILL AND THEY TOLD ME NO MATTER WHAT SERVICES YOU REMOVE IT WILL BE THE SAME SINCE IM IN A BUNDLE. WELL JUST WAIT. I'M IN PHILLY SO RCN HERE I COME


kingfisher88 wrote:

  The only reason I have comcast is because in my apartment there is no other option.  I got my cable and internet in December.  Come April, I lost all connectivity.  I called the customer service line and the agent said my cable and internet were shut off because I hadn't paid my bill.  Yes I had.  He then looked further and found out, sure enough, each bill paid.  So we looked further into the problem: apparently my 3 month cable/internet deal had expired and he said that comcast assumed I didn't want my cable anymore, because that is some fantastic logic.  He told me that now that he knows I still want cable and internet after 3 months he'll reactivate my cable and internet.  He tried. Wait-it wasn't working!  I got transferred to somebody in troubleshooting who did just that.  His explanation: your internet and cable aren't working.  We went through troubleshooting steps 3 times before he said "I'll send a tech rep over."  The tech rep came out at the last 15 minutes of the 3 hour window he was allotted because I, the customer, have nothing better to do than wait on him.  He did some work and investigation and told me that the physical cable was severed and that's why I have no connectivity.  He called for a contractor to come in and inspect the whole length of the cable.  Keep track: this was visit #1.  The contractor is scheduled for that following Saturday.  I wait for him, visit #2 never occurred.  I found out 4 days later he misread my address and went to another address.  How did I find out?  A customer service rep called and asked how satisfied I was with the service.  I said I couldn't be sure of my satisfaction, since he never arrived.  She told me I was wrong and that he had fixed the cable for me.  Apparently, according to the agent, I must be a liar with nothing better to do than try to schedule tech rep visits.  She called the contractor who gave her the address he went to-some other apartment.  So the contractor himself called me and said he'd come out that very day.  Visit #3: just like a quality Comcast associate, he showed up in the last 20 minutes of his 3 hour window.  He did the same check as the first tech rep and said that my cable was cut.  DUH!!!  But he couldn't fix the cable because he wasn't authorized to go through the apartments beneath mine, so he would get that authorization and come back to fix my problem that saturday.  Visit #4, the contractor doesn't show up.  I get another phone call on monday asking the quality of service.  Once again, I get to say he didn't show up.  This time I'm not a liar and the woman says she'll transfer me to whoever schedules the tech visits.  I sit on hold for 20 minutes and hang up.  I decided then to start the whole process again as if this was my first time with the issue.  I went through 2 online assistants who said that they can't help me get a tech rep out to check my cable because they have to run a diagnostic first and since I wasn't home to look at the cable box a diagnostic was impossible!  The third told me she would schedule a tech rep to come in that thursday.  Visit #5: nobody shows up.  This time, the tech rep calls my cell phone-it was the very first tech rep that had come over.  He recognized my address and knew that if he was being called, the contractor hadn't come in, so he calls the contractor and schedules an appointment.  Visit #6, the contractor doesn't show up.  I talk to an online rep and say that I want my cable fixed or I would contact BBB and Navy JAG with full intention to sue for every grief I've suffered by Comcast's failures and shortcomings.  It must have gotten her nerves because she scheduled a visit for me. Visit #7: Same guy the 3rd time.  He comes over anyway, knows it's still broken for the same reason, and calls a supervisor who shows up a few days later.  Visit #8: a contractor shows up and fixes my cable.  This all occurs over a period of about 2 months.  Somewhere in my conversations with god awful customer service reps I was told I would be credited for the time I had no service.

 

Now that I had my service back, I went online and prepared to check my bill: 184.00!!! For having no service for 2 months!!!  In fact, part of the bill was for tech reps coming out to fix my cable, a problem that was ABSOLUTELY NOT my fault or even within the reaches of my control!!! I called the 1-800 number and the agent I talked to said she would credit me for the time without service.  She credited me for about $120 or so.  Great!  Satisfactory service for the first time in a long time!!!  Now that my cable was back, I saw a Comcast ad that said that if a tech rep doesn't show up, I get a $20 credit.  Well the rep didn't show up for me 4 times, that's a whole cable bill for a month:$79.00.  I go online and ask for this credit, she says she can credit me for the inconveniences, but there's a hitch (it's not Comcast without a hitch) I only get $20 credited to my account because the guarantee is only good once.  So essentially, Comcast gives me one apology credit then they're free to treat me like trash without any worry.

 

So here I am, the $184.00 bill paid by credit due me, some of the credit due me (by my standards Comcast still owes me $60 for missed visit compensation "guarantees"), and out of my own wallet.  This month I check my bill.  Somehow, instead of my standard $79.00 bill, I somehow owe $120 in my "standard services."  it's not like I bought a few movies on pay per fiew or anything, it's a standard fee!  Magically, my bill hiked up $40.  BUT I am obligated to pay this crooked bill.

 

This truly is the worst service I have ever dealt with.  I am left unsatisfied with the services "rendered" to me.  Comcast owes me money.  PERIOD!!!  THERE IS NO EXCUSE FOR YOUR FAILURES TO YOUR CUSTOMERS!!!  I've talked to MANY of your customers and former customers and I have yet to meet one even a little satisfied with your services.  I can't even BEGIN to describe how terribly you ahve all treated me!  In 2 months your tech reps miss appointments 4 times, you charge me for assistance in a broken cable that was not in my unit but somewhere else in my complex, you credit me 1 guarantee for 4 breeches of that very "guarantee" you so proudly advertise.


 

Silver Problem Solver
rog286713
Posts: 13,999
Registered: ‎06-17-2008

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

if you have competition in your area you can pay what you want.  call in ask to be transferred to a retention specialist only they can give you deals

New Visitor
kingfisher88
Posts: 3
Registered: ‎08-01-2011

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

I think the purpose of my message was to highlight the shortcomings and failures this company seems so skilled at.  If one underlying message could be read between these lines it's that I am truly FED UP with your truly awful customer service.  THE LAST THING I want to do is sit on the line with you and waste my time on hold before dealing with an incompetent "assistant."

 

I posted this here as what I see is the only way left way to escalate my trouble with this company: publicly.  This isn't the only site this has gone on, the customer service complaint forum inspired by comcastmust die.com created by Mr. Garfield.  How proud are you that there is a legitimate website to chronicle our problems with you specifically?

 

I am absolutely POSITIVE that the only way I got something worthwhile accomplished was by threatening legal escalation through the Navy JAG office and BBB.  AT VERY LEAST I deserve an apology from the company.  And by AT VERY LEAST I mean there are zillions of more satisfying options to rectify the troubles you gave me.

 

All I needed was a cable fixed and it took 2 months and MY OWN MONEY to fix YOUR cable line.  If another company man reads this, please give me your honest opinion: do you wretches honestly believe there is anything moral or ethical about the garbage you deal or the way you treat your customers? 

 

Finally, I would like you to kindly REFRAIN from calling me during my working hours.  I, a competent employee, prefer to not deal with personal issues on company time.  If you want me to answer a survey GET IT THROUGH YOUR SKULLS THAT I HAVE BETTER THINGS TO DO THAN LISTEN TO A BS SURVEY WHEN I AM TRYING TO WORK!!!

New Visitor
kingfisher88
Posts: 3
Registered: ‎08-01-2011

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

I'm jealous of you Chris!  I wish I could leave this Comcast nightmare but my apartment has 1 option and that's it.  I have to make this deal with the devil for school work and online classes.

 

By the way, those classes were interrupted for a month for me because comcast wouldn't fix my internet.  I had to go find WIFI hubs so I could do my work.  I should send my Panera and Starbucks bills and see if they'll comp me! 

Service Expert
Queen-Evie
Posts: 13,932
Registered: ‎02-04-2004

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

According to the Customer Service Guarantee: (click the link for the guarantee in my signature)

 

 

We will always be on time within your appointment window or we'll credit you $20 or give you a free premium channel for three months. 

As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit during the appointment window, we will credit you $20 or give you a free premium channel for three months.

 

 

We will resolve routine issues in one visit or we'll credit you $20 or give you a free premium channel for three months.

After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine issue, we will credit you $20 or give you a free premium channel for three months. Additionally, we won’t charge you for a service visit that results from a Comcast equipment or network problem.

 

There is no mention of "the guarantee is only good once".  If the tech does not show up YOU are entitled to the credit according to the guarantee.

 

In addition, your routine issue was not resolved in one visit, so you may want to ask for that credit.

 

Do not use chat-call instead.

 

 



 


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Cable Expert
i-am-nerdburg
Posts: 11,030
Registered: ‎06-27-2009

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

Cable Expert
i-am-nerdburg
Posts: 11,030
Registered: ‎06-27-2009

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

Cable Expert
i-am-nerdburg
Posts: 11,030
Registered: ‎06-27-2009

Re: I can't believe I'm paying YOU for my internet/TV, you should pay ME to stay with

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