Customer Service

[Queen-Evie]

Your post has been moved to a secure area out of public view because it included personal information. In your case you posted the phone numbers (most likely cell phone numbers) of 2 Comcast techs. Posting personal information is prohibited.  Even though what is below concerns customer personal information it also extends to employee info.

Forum Guidelines state (clickable link) which everyone should read BEFORE making a first post

Please Don't

Post personal information in the forums

Please do your best to keep your identity and personal information safe. This includes:

Your full name
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From here: http://forums.comcast.com/t5/Forum-Guidelines/Forum-Guidelines/td-p/765489

4. Do not post personal information on the forums. Please do your best to keep your identity and personal information safe. The posting of personal information including, but not limited to phone numbers, email addresses, physical addresses, names, or other personally identifying information is strictly prohibited. This also includes employee (contractor or any variation otherwise) information.  

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In addtion the subject title contained a disguised word which the filter will tell you not to use.

Please Don't

 2. Use Profanity

Please keep your posts clean. Our forums have an automated profanity filter to block out inappropriate language. Please do not circumvent it by finding colorful ways to approximate or disguise those words. If you are caught trying to bypass the filters in any way, your posting privileges may be revoked.

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Here is your post with the information removed. I am leaving the phone number of the office that called you.

Hello my name is Jeff and I operate a IT firm in Houston, TX.

Since late November [2011] I have had an issue with intermittent sync. I have called in about it repeatedly and been told I was getting credited for them (don't seem to see where I was credited). After the 4-5th call I was told a technician was coming out to my house.(FYI for anyone reading this, they are only able to credit sync issues for the past 7 days because their logs don't go back any further for the modems, or so I was told)

Jan 13th, 2012 7:45am

I was in the shower when the tech showed up and knocked (also the tech had been calling the wrong number to get a hold of me I assume the person who scheduled the appointment forgot to do this after asking me the best way to get a hold of me.) and there was about 5 minutes before I was dressed and able to speak with him.

As I step out to talk to him he gets into his vehicle and left. I was able to contact him at (phone number removed)

Where we had this conversation:

Him: Hello

Me: Hey this is Jeff you it appears you just left my house and my internet isn't working at all now whereas before I only had a sync issue.

Him: the ticket was cancelled

Me: by who

Him: me, you didn't answer when I knocked

me: I didn't authorize this, do you realize my internet doesn't even work at all now?

Him: not my problem, I have a responsibility to comcast

Me: as a comcast customer don't you have the responsibility to ensure what you came to fix is working?

Him: yes

Me: then why did you leave

Him: cause the ticket was cancelled

Him: *click*

At this time I inspected the outside where the cable hookup was and he had put a terminator/line tap and blocked my internet signal completely [There is a splitter at the box outside and one line is run to my modem the other to my TV's. Only the internet was blocked]

I then called the 800 number for support and after what seemed like forever trying to explain this situation the woman on the other line said "hold on a second while I setup a ticket for you" at which time I was transferred.

I once again explained the issue and this woman then kept me on the line as she filled out a ticket for dispatch to call me back.(this woman told me she had no way to identify the tech that was at my house this morning)

I received a phone call from Comcast @ 1/13/12 9:33 AM (an hour later) and explained my situation once again. This woman told me that she was unable to identify the technician that came out to my house by name or employee number or by any other means. She said there was no name linked to that phone number and that she personally would find out some information and call me back so that I could file a formal complaint, which never happened) Then she told me that I would have someone at my house between 2-3pm. I explained to her that I work from home and that I require the internet to work (I also explained this to every other person I spoke with that morning.) She then told me that there would be someone here between 11am-12pm.

at 12:15 I received a call from the comcast tech that was supposed to be here (his name also being Jeff -phone number removed) and he apologized for being late and said he would be here briefly. He was and he removed the line tap/terminator and my internet worked. This person was very polite, professional(outside of being late), & apologetic to the situation.

Today on Jan 26th I received a letter stating I got a 20$ credit for the late appointment. This in no way compensates for an employee to act in the fashion they did. Nor does it compensate for the 5 hours I didn't get paid for (which after taxes is roughly 80$'s). I would still like to have someone to identify this man to the company so that I may file a formal complaint.

I need someone to contact me regarding this issue via the telephone or in person.

Next Issue.

I am 5 days away from having my account with comcast for 6 months I have been trying to get information on the 200$ Visa gift card rebate I was supposed to receive for signing up. After several phone calls and several hours of wasted time I decided to Google "comcast rebates".

https://www.google.com/search?rlz=1C1GPCK_enUS431US431&sourceid=chrome&ie=UTF-8&q=comcast+rebates

^here are the results for that search.

13 of the 18 links that appeared in this search (most of which are on the comcast forums) explained how more than 50 comcast customers(that I felt like counting, there are many more than that) felt that this was a SCAM.

3 of the links were advertisements for comcast and the other 2 are links from comcast on information on how to receive your rebate.

If I am unable to get some sort of resolution that I am satisfied with, I will cancel my account and boycott comcast.

I would also recommend to my 50 clients or so in the Houston area to cancel their business service. (I highly recommend you guys to people just for the sake of speed and latency. Any client I have that is in a comcast area uses it.)

So if anyone would like to take a swing at this nightmare, have at it.

One last note for the web developers, when you do the spell check on this page "Comcast" is not in the dictionary.

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For the Visa card follow the directions here:  http://forums.comcast.com/t5/Customer-Service/UPDATED-Visa-Card-Issue-Instructions/td-p/1047467

About the spell check: I don't know if that is something Lithium would have to add or if someone from Comcast can add it.