When you call Comcast the machine answers the phone Welcome to Comcast. If you speak Spanish press a number (can't understand so no problem). Then the machine will ask you are you calling from your phone and it reads off the last four digits 9999. Then you press 1 if that is your number, or 2 if it isn't your number. I press 1 (meaning that is my number). Then the machine says enter your 13 digit account number followed by the pound sign (this is after the machine already verified that it was your last four digits of your phone on your account, by pressing 1 above(or the Spanish number). The machine gives you approximately 20 seconds to look at you bill - if you can find one- and start to enter the account number. EVERY TIME you try and enter your account number you get to about the 5th number and the machine says, I didn't get that, let's try it again, enter your account number followed by the pound sign, by the 6th number again, the machine says, I didn't get that, let's try it again, enter your account number followed by the pound sign, by the time you can enter the 7th number(you improve ha-ha as your remembering a few more numbers. Then the machine says, let me get you someone to help, and the machine then says enter you 5 digit zip code. Then you get put on the machine asking what service you need press 1 for TV, 2 for Internet, 3 for xxxxxx...All the options. Then you finally get put on the queue waiting for a real person to answer, and your lucky if it's a 10 minute wait, sometimes I have waited 30-45-60 minutes waiting. By this time you are so frustrated trying to get into customer service you forgot why you are calling (joke, but not a joke when the machine does that to you). I have reported this for at least 5 years, everytime I call and get a live customer service, the first thing I say is you need to fix your machine messages. I tell them in detail and even have told them to try it themselves, but customer service has yet to fix it. First, if you have the last 4 digits of your phone it knows my account number or it wouldn't ask you to press 1 that it is correct. There is no reason to enter your account number - that should only be for people whose number was incorrect and they press 2. Second, if you REALLY want the account number you must allow the machine more time like 60 seconds time to enter the 13 digits 1234567890123 and pound sign, for you to enter the number you require. But you shouldn't need it, since they have your account from your last four phone digits xxxx, and you pressed 1 right from the start. I SWEAR HAVE TOLD AT LEAST 25+ CUSTOMER SERVICE PEOPLE ABOUT THE PROBLEM, BUT THEY DON'T CARE SINCE IN 5 YEARS IT HAS NOT BEEN FIXED. This really is a GREAT WAY TO SERIOUSLY UPSET YOUR CUSTOMERS - especially when customers already having a problem or want help. What I do now, since the machine is not fixed, is enter 000#, then wait the machine will say, I didn't get that; I enter 000#, then wait for the machine again to say, I didn't get that, then I do it again 000# , the machine finally says, I didn't get that lets me get you some help, please enter your zip code so we can route your call - so I do 34567 (the real zip code). Then the machine says let me get some to help you.........Then you get put on the machine asking what service you need press 1 for TV, 2 for Internet, 3 for xxxxxx...All the options. Then you finally get put on the queue waiting for a real person to answer, and your lucky if it's a 10 minute wait, most of the time I have waited 30-45-60 minutes waiting. PLEASE FIX THIS OR TURN OFF THE MACHINE IF YOUR NOT GOING TO USE IT AS IT WAS DESIGNED.
Maybe they will now fix it. I spend mobile minutes just to get to the waiting list for my problem.
