I tried to send this message through the Comcast email contact, but it was limited to 1500 characters. I didn't feel that I could pare my letter down to almost half and still convey the same message. So, I decided that I would post it up here instead. I hope that the extent of my frustration is apparent.
All comments on my letter and dissatisfaction are welcome.
I am writing to express my extreme displeasure with the service I have received from Comcast in the short time I have been a customer. I ordered my service on the 12th of May 2011. I requested the bundled service of Cable TV and high speed internet. My equipment order was for one Hi-Def cable box, one DTA box and one wireless internet router. I supplied my own modem and planned on installing the equipment myself.
I received the equipment on May 18th. Two out of the three items I ordered were wrong. The cable box I received was for standard cable and not for Hi-def TV. The DTA box supplied with the order arrived with a power cable that would not fit the box. On the 19th of May I went to the local Comcast office in Decatur, Illinois. There, I exchanged the standard cable box for a hi-def unit and also the DTA box for one with a proper power cord. The installation of the new DTA box went with no problems. When trying to install the hi-def cable box I discovered that this time I had been given an incomplete power cord for the unit. On the 20th of May I had to make a second trip to the local Comcast office to get the proper power cord for the hi-def unit. On the morning of the 21st, after a delay of 3 days and 2 trips to the local Comcast office I finally was able to complete the installation. A Comcast representative that I spoke to by phone on the 19th was very sympathetic and offered to take $10 off my bill because of my trouble with the unusable equipment and the unplanned trips to the local Comcast office.
I wish that that would have been the end of my problems but unfortunately that has not been the case. On the 24th of May I received my 1st bill from Comcast even though I had been a customer less than a week. According to the bill, the billing period started on the 18th of May despite the fact that I was unable to have all the correct equipment and the installation completed until the 21st of May. Secondly, there was an unexplained $10 charge on my bill. When I called to ask what this charge was for I was told that it was the shipping charge for the equipment I received. I was never told that there would be a shipping charge or that I had the option of picking up the equipment at the local Comcast office instead of having it shipped. Secondly, I find it incredibly hard to believe that I would be expected to pay for shipping charges when 2 out of the 3 items I ordered were either the improper equipment or totally unusable. I also find it somewhat disturbing that I was sent a bill for a month of service when I hadn’t even been a customer for a week.
Now that I have all the proper equipment I’m very pleased with the television programming and my internet service. My hi-def picture is clear. The channel guide and the remotes are easy to use. My internet service is fast and problem free. I’m also very pleased with the free security and anti-virus programs that are offered, but the customer service issues are some of the worst that I’ve ever had to deal with. To say that my 1st week as a Comcast customer was very frustrating is an understatement. I sincerely hope that the issues I’ve been through are over with and from here on I can enjoy problem free cable and internet service. If not, then I can guarantee that I will be a short lived customer and a public relations nightmare as I can assure you that I will tell everyone that will listen about my experiences with Comcast.
Thank you for your time,
C4Rex
Thanks for your reading.
