Customer Service

[kdupreez]

I am trying to get the MOST EXPENSIVE comcast package

Digital Premiere.. its listed under the channel line up.. and the online support person keeps on say "Oh, we cant offer the priemiere plan to existing customers"

there is NOTHING listed under the channel line up as restrictions or conditions on order to be "elegible" for Digital Premiere..

 After some arguing, I then I said, OK, fine, sign me up for Digital Preferred+

the response was: Uhh.. sorry sir you can only get Digital Preferred+ if you are paying for tripple play and bundle internet and phone..

Well, Thats groovy because I happen to have comcast business services for those (I run home business)..

then I get the: Uhh.. sorry sir I can only offer you preferred+ if you have tripple play..  But I can offer you the premier channels at $20 per month per channel..

Looking online, the channel line up at https://www.comcast.com/ChannelLineup-Popup.aspx does not list ANY such restrictions or prerequisites..

The online support person was unable to do anything beyond their scripted answers.. I was directed to call the 1-800 number.. and guess what, they are closed and only open during office hours.. 

so much for the Comcast Customer Gaurentee that promises to help 24/7    http://www.comcast.com/Corporate/Customers/CustomerGuarantee.html

So - after 30 minutes of arguing online I am still unable to give comcast money for their MOST EXPENSIVE channel line up..

apparently I dont qualify for the most expensive service and my money is not good enough..

Sorry for the rant, but its extremely frustrating..  Didnt think it would be this hard to get signed up for a premier service and giving Comcast more money..

[rog286713]

sounds like they are telling you, you need to bundle services for your home, even though you have business class service at your home its not residential service, that package you want is for the triple play so do you want internet and phone at your house even though you have it for business at the home.  I think that is what they are trying to say.

comcast is open 24/7/365 I just called I did not receive any closed messages, are you calling 1800comcast or 1800xfinity?

[ZundapMan]

Yet again.  Comcast's fundamental organizational flaw is revealed... NO ONE IN THEIR SALES/MARKETING SIDE has a clue about their TECHNICAL side.  Within the technical side the TV folks are seperate from the Internet folks, and they're separate from the Phone folks, and now they're trying to add home security/alarm systems folks to the mix!  GET A CLUE COMCAST!  You need customer relations to "see the big picture" when a client has a problem.

[commanguy]

There should be NO need to have to bundle services for a simple thing like a television tier of service.

I can get that seperate here.

And if Comcast would think about it once; a customer is willing to pay a few dollars more for a stand alone service, one they want, and already have the other services.

They need to get the scripts changed, allow the phone/chat reps access to the online sales screen that tells us the customers that the services are available to all. New customers just get a price break.

Being set up for Business service already for phone and internet should not preclude a customer from getting television service.

[kdupreez]

I phoned after hours (at 9pm) and they were closed.

the 1-800 is only open between like 8-5 dialy.

There are ZERO exclusions mentioned on their web site..

The "online" rep was also unable to tell me why i cant get the premiere package.. he just said, sorry, I can cant offer you that package to existing customers.

the Prefered+ can only be offered if you bundle..  thats a racketeering business they are running! 

Already pay in excess of $100 for their internet and phone services, but I have to pay for those services again at the same address and being delivered over the same cable for me to qualify to pay them more money for higher tier packages?  absurd!!

fact remains, there are no mention of these restrictions online on the channel line-up..  And thats FALSE ADVERSTISING and they "bait and switch" you when you call them about preferred+ line advertised on the online web site and try switch you to expensive bundles!!

The rep even told me I need to all a 1-800 number because his "information is limited".. i.e. he had no clue why I cant get Premiere as an existing customer...

I'm calling DISH and DirectTV today!