07-11-2012 01:08 PM
I had a very bad customer experience with Comcast customer service.
About a month ago, I called customer service to resolve a billing issue. After the issue was resolved, the representative whose name is Chelsea, pitched to me about triple play bundle -- I currently have TV and internet. She told me that there is a promotion for existing customer to switch and the cost is $19.95 for the first year, $39.95 for the second year, and $59.95 for as long as I stay with Comast from the third year on.
Of course, this sounded too good to be true. I repeatedly asked her if the price is correct, and I actually repeated the price in asking for her confirmation and she said affirmatively yes.
So, I proceed to ask her to switch my phone to Xfinity, and towards the end of the transaction when she had to asked for internal 3rd party verification, I asked her to tell me what is my the cost in my first bill, and finally, she has no choice but to come clean and told me that it is about $130. I asked her why, and she said the first year is $119.95.
I was very upset, not necessarily about the new price which is still a bit lower than what I am paying right now, but because of her dishonestly -- I really feel that she was being dishonest and tried to sell me the package and let someone else solve future problems when I complain.
At that moment, I asked her to cancel the phone service switch, and she said she has cancelled it, and abruptly ended the phone call.
The next day, I receceived a call saying that a voice/internet modem is being shipped to me and I was scheduled to change the phone service in about a week. I was so mad about Comast's customer service incompetence. I called and asked why there is still scheduling, and the rep said that the cancellation was not entirely done by Chelse. He said that he would cancel it for me.
Guess what, a few days later, a voice/internet modem was shipped to me.
I just can't imagine how Comast can run a business with such bad customer service.
I send Comast customer service an email detailing and complaining about my experience with Chelsea. The online response said that I will hear back from Comast in 24 hours. Before, I did receive standard email replies within 24 hours saying how Comcast continues to try to provide best customer service and so on... but this time... I never received any response.
I am now looking into switching my TV and internet to ATT Uverse and/or DirectTV.
07-11-2012 01:15 PM
I like to know if anyone out there feels that we are being ripped off by Comcast on the monthly fee that we are paying for renting their DVR box.
When I first started out with Comast, the monthly fee for the DVR box was $7.95. In about 4 years, the fee has now increased to $16.95.
I have repeatedly asked Comcast the option to buy my own DVR, and their reply has always been that only their DVR is compatible with their TV service.
I even wrote to our California Senators Barbara Boxer and Diane Feistein, asking them to look into possible legislature to force Comcast to let consumers use their own DVR.
Unless there is a mass revolt on this, Comcast will continue to demand their customers to use their DVR box and raise the fee regularly, not to mention that the TV package and internet fees have also been regularly increased.
07-11-2012 01:28 PM
You are welcome to purchase a retail Tivo Premier with a Tivo subscription. Add a Comcast supplied cable card with it's monthly fee and you will be ready to go.
You also have other choices including U-Verse in certain locations in California or Satellite.
07-11-2012 01:46 PM
Yeah, I was looking at that, with the Tivo premier thing, On Demand is only available in two markets, (I think California was one of them). It does come with streaming stuff too like Netflix, Utube ect; but you still have to get the subcription (unless you stump up $500 for a lifetime membership) and pay for a second or more cable cards. So I guess you only save money by initially splashing the cash......
07-11-2012 02:28 PM - edited 07-11-2012 02:30 PM
I believe Comast is ripping everybody off, no matter what the services! My elderly mother, who has been a customer FOREVER (40+ years), and is on a fixed income, had to drop her HBO today because they would not give her a break on her bill to where she could afford to keep it. IT'S INEXCUSABLE.
I've been trying to talk her into leaving Comcast, but to no avail.
07-11-2012 03:46 PM
I understand TIVO is an alternative.
The whole point of wanting to use my own DVR box is that I feel paying such recurreing monthly fee is absurb especially considering Comcast raises the fee regularly.
The TIVO alternative, with its subscription fee, is not really the right economic comparison to using my own DVR box.
Why can't comcast not allow consumers to use our own DVR box? The simply reason is that they don't want to lose this cash cow of rental income. I would feel less annoying if the fee is fixed and really don't mind paying for it, but the fact that the rental fee keeps going up is really ridiculars. There is no extra expense/investment by Comcast once the DVR box is rented out.
07-11-2012 05:05 PM
I've had similar experiences, and when I questoioned where they were, was told "offshore"meaning not in the United States.
I had a bad experience trying to port my number from a cell phone, one of the Track Phone companies.
These offshore people told me I was not with Track Phone, but was with A t and T.
I defincately was with TRack Phone, becuse previously, maybe a month before I made the mistake of changing from Comcast to Track Phone.
These offshore people went over my head, and contacted A t and T, and A t and T told them more info was needed...............as they did not have my account.
The offshore people screwed the order up so bad to change back to Comcast, I finally cancelled the porting from Track Phone to Comcast.............
I wonder if the executives in Comcast realize this goes on.
A guy called from Massachusetts a day or two ago, wanting me to take three services........I have two now, and the digital phone would be three..........he said to excuse the call, he made a mistake in calling me.
I told him of the experience, and he said there were no offshore people working for Comcast........he evidently is not knowledgable, as Comcast does hire these people to save money.
Another thing, when I ported to Track phone, I had a special for one year, for 39.99 a month for the fastest internet speed, and also the digital telephone service...........Track phone told me not to contact Comcast, they would handle it.
In a few weeks I got a bill from Comcast for around eight dollars.........for just the internet.
When I called them they said I lost the special of 39.99 in porting my number to Track Phone.
An honest company would have chaged my phone number, and let my service, the digital phone continue.
No , they did not do that...................I have been unable so far, to get the special back, even though I have an order in next week to go back to Comcast digital phone.............the track phone is unsatisfactory.
07-12-2012 02:09 PM
I've talked to three different customer reps, and have gotten three different answers. They have no documentation to prove that my bundle promotion was for 9 mos even though two reps said I could get a copy when I turn in my equipment. I thought the promotion was for 12 mos., and my bill went from $81 to $149 -- almost a $70 increase. No where on any of my bills did it state when the promotion would end. The Csr rep said I should have called to ask, since the bill stated "promotion". So I cancelled the service. My balance went from $179 to $562.17, even though I handed in my equipment yesterday. She told me to call back on Monday, because they may have the bill corrected at that time. I GIVE UP!! I will never do business with Comcast again. This will be the forth phone call to get my situation resolved. And they're going to add an $8 late fee. It just never ends.
01-25-2013 12:00 PM
offshore personnel speak very little english. they seem to work from scripts that they read regardless of what is said to them. it is strange to have a question answered as if another conversation is taking place. perhaps they get paid by the amount of time they keep customers on the line. they act as though they are doing something when they do nothing. it is hit or miss but I average 1 in 5 who can respond appropriately.
03-10-2013 05:02 PM
Comcast is out of control. They know in many instances they have a monopoly. They add obscure channels which offer no value and then raise their rates again. The book "Captive Audience: The Telecom Industry and Monopoly Power in the New Gilded Age" should be mandatory reading for every elected official whether it be local, statewide, or national. The value and service offered by Comcast is so inferior to those offered internationally. Their customer service is akin to the "bait & switch" tactics of a used car salesman or funeral parlor director. Hopefully at some point some elected officials will kick their butts. Wouldn't that be nice if local communities took over their own cable service and kicked Comcast to the curb.
04-24-2013 03:28 PM
Today I spoke with a Customer Service Rep that spoke as if he was partially sedated and had barely mastered the English language. I had a problem and since he could offer little assistance, I requested to speak to a supervisor....also in hopes that I could talk to one who could understand me. He kept me on hold for approximately 20 minutes and returned with the same sluggish voice and accent and claimed to be a supervisor. I don;t have time for games with paroles Comcast!!!!!
©2011 Comcast | Investor Relations | Press Room | Corporate Blog | Privacy Statement | Visitor Agreement | Comcast.com Feedback | Site Map