07-26-2012 12:19 PM
My intermittant Service disruption became permanent last night. I called on 7/25 when the services went out while I was on the phone, but then service returned and I figured it was just a glitch and I did not set up an appointment. Also at the time, the customer service rep said that he could send something to my modem ??? huh?
Anyhow, i called last night 7/26 to set up a service call when it was obvious that neither phone nor internet were working, the next availvable appointment is Sunday the 29th. Said they might be able to schedule an earlier appointment, and I said OK but I would need time to make arrangments at work and get to the appointment. So I would need a heads up.
I called today to find out if they were able to schedule an appointment and the Automated system said that I had an appointment scheduled for today, but I'm at work. So I call to speak to a real person and find out that not only was it scheduled for today, but there was no time frame, just open, all day. By the way if it's open, all day, that's not an appointment. You need a time window.
To set up the appointment, they were calling the phone number that they were supposed to be coming to fix.
I have had problems off and on with the phone service eversince I've been with Comcast, but for the past couple of years I've had no problems. It seems when I do have issues, they replace the modem.
So I am suggesting that Comcast invest in modems that have a longer life span. Then I don't have to deal with customer service representatives who are very nice, but can't get the appointment stuff straight, sometimes.
Also the customer satisfaction follow-up call comes when i am still on the call. They leave a message for me to call the 1 800 number, and I guess go through that automated maze to let someone know how I feel about the customer service.
I'll let you know if I get a new modem.
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