Customer Service

[CCCarole]

Your post in Customer Service forum has been moved to a secure location because it contains personal information.

Protect your identity. Do not post personal information on a public forum. That includes your email address, phone number, account number, postal address, and similar identifying information for you or someone else. Dishonest people and their programs may try to use that information. Don't give them the opportunity.

The contents of your post is included below. You may try posting again with the personal information removed. 

Please read the Posting Guidelines http://forums.comcast.com/t5/Forum-Guidelines/Posting-Guidelines/td-p/866289

The Help Forums are monitored primarily by fellow customers.  We do not have access to anyone's Account and cannot help you.  The customer service  Reps, and the billing reps do not monitor either.  Once in a while you will see a Comcast Administrator or Moderator post... Their Username is always in red text. 

---

I had a problem with xfinity on demand this evening. The movie i ordered would get pixelated, lose sound, etc... 

I frequently had to stop the play back and start again just to have the same problem a half dozen times. I finally got frustrated and gave up. I then called comcast support (on hold for 20 minutes) and spoke to "michelle" who started wanting to troubleshoot the issue by resetting the box and all of that jazz. I explained that I had no other problems with my service and was no longer interested in finishing watching the movie and simply wanted a credit for the movie.

She said she understood and would like to schedule a technician to come to my home sometime next week. I stated yet again that there were no other problems with my service and i only wanted a credit on my account. She then asked me for all of my information again...3rd time and asked me again what the problem was. I then got frustrated with her and asked to speak to a supervisor. She hung up on me.

Completely angry I called back and was on hold for another 20 minutes and "michelle" answered again. I explained that she had hung up on me and she stated that she had no recollection of that occuring. Further she stated that she had no record of me calling the first time. I stated that i wanted a supervisor. She put me on hold and about 20 more minutes later I get "Rob". I am in the middle of telling Rob about my poor experience he hangs up on me. 

Thats it. I have had it. They will get another call on Monday morning and if it doesnt work to my satisfaction I will be on AT&T and the fibre to the house they offer in my neighborhood the same day.

If someone wishes to contact me from Comast proactively after they read this my account number is XXXXXX the phone number on the account is accurate. 

[me1224]

ok so aside from moving my post, what is comcast going to do about this?

[CCCarole]

The customers that monitor the Help Forums cannot help you with this.

You can call back tomorrow and talk with someone in the Billing Department again, or, if you prefer, you can send an email to the We Can Help Team, or post the issue in the BBR Forum> https://secure.dslreports.com/forum/comcastdirect

We_can_help@cable.comcast.com

Please include all of the following in your email:

Service address

The full name on your account

Home phone number & an alternate number where you can be reached if possible

Your Comcast Account number

A link to this Thread

A detailed description of the problems

[me1224]

Your response is I can call and go through the same horrible customer service again or send an email? That's your suggestion? That is what you call customer service? Really? THAT is the best you got?

I did send an email last night concerning this problem to the email address you provided and included all of the information you suggested and a link to this forum post as well. Guess what? It was returned to me because "the mailbox was full". So not only do you send me to an email address for complaints or tell me to call again and deal with the same horrible people that hung up on me 3 and were of no help you send me and others to an email address that is no good because it is too full. See below for the return email I received.

How about this? YOU have someone contact ME for a change? Why do I have to waste my time and effort to have comcast correct a simple problem that is caused by your service and your horrible customer phone support?

[me1224]

the return email

Delivery has failed to these recipients or groups:

Kim_Pollard@cable.comcast.com
The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.

Diagnostic information for administrators:

Generating server: cable.comcast.com

Kim_Pollard@cable.comcast.com
#554-5.2.2 mailbox full 554 5.2.2 STOREDRV.Deliver.Exception:QuotaExceededException.MapiExceptionShutoffQuotaExceeded; Failed to process message due to a permanent exception with message Cannot open mailbox /o=Comcast/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Servers/cn=PACDCEXMB01/cn=Microsoft System Attendant. 16.55847:C3000000, 17.43559:0000000020010000000000000000000000000000, 255.23226:00000000, 255.27962:FE000000, 255.17082D040000, 0.26937:00000000, 4.21921D040000, 255.27962:FA000000, 255.1494:00000000, 255.26426:FE000000, 0.22086:EC030000, 0.25876:0F010480, 4.7588:0F010480, 0.25840:1DFAFFFF, 4.6564:0F010480, 0.56333:0F010480, 4.6372:05000780, 0.24916:0F010480, 4.6276:05000780, 4.5721D040000, 4.6489D040000, 0.34743:1DFAFFFF, 4.2199D040000, 0.56415:0F010480, 4.48223D040000, 4.17097D040000, 4.8620D040000, 255.1750:0F010480, 0.26849:0F010480, 255.21817D040000, 0.26297D040000, 4.16585D040000, 0.32441:0F010480, 4.1706D040000, 0.24761:0F010480, 4.20665D040000, 0.25785:00000000, 4.29881D040000 ##

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From: Jim and Amy Lepien <jlepien@comcast.net>

To: <we_can_help@cable.comcast.com>

Subject: Hung up on twice

Date: Sat, 9 Feb 2013 21:00:51 -0600

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[CCCarole]

---

me1224 wrote:

Your response is I can call and go through the same horrible customer service again or send an email? That's your suggestion? That is what you call customer service? Really? THAT is the best you got?

I did send an email last night concerning this problem to the email address you provided and included all of the information you suggested and a link to this forum post as well. Guess what? It was returned to me because "the mailbox was full". So not only do you send me to an email address for complaints or tell me to call again and deal with the same horrible people that hung up on me 3 and were of no help you send me and others to an email address that is no good because it is too full. See below for the return email I received.

How about this? YOU have someone contact ME for a change? Why do I have to waste my time and effort to have comcast correct a simple problem that is caused by your service and your horrible customer phone support?

---

I did NOT give you that email address you posted in your last post.  I gave you we_can_help@cable.comcast.com  I don't know where you got that one.

I am NOT employed by Comcast, I am simply a volunteer here that helps fellow customers when and if I can. It isn't MY service or MY customer support.

I have notified the Administrator of your posts, that is all I can do for you.

Since it is the weekend, he may not see the notification until early in the regular business week.

CC

[me1224]

I did not realize that Comcast has volunteers helping their customers with thief service issues. My apologies. That said if you read the full return email and its contents you will find that the we_can_help@cable.comcast.com redirects to an actual Comcast employees email box which is full. Obviously not your fault and I do appreciate that you have forwarded the message to an admin.

[CCCarole]

Apology accepted.

The great majority of posts are helped by regular customers like yourself (if we can)  It is primarily a User to User Forum. 

CC