I don't usually air my shyt out on the blog but I think it's time. Comcast doesn't want to be great. They don't value the customers who have paid their bills on time for years! They don't value the customers who pay for all the channels, phone, and internet service. Nope! I'd heard stories. But I'd never experienced it like I just did.
It started October 1 when I was minding my business watching TV. The cable went off in both rooms. The internet was still working. I called and was told that my service had been disconnected. The person who put in the transfer order put in the wrong date. The young lady, who I could barely understand though her thick accent, said there was nothing they could do until Monday. that wasn't good enough so I asked to speak to the supervisor. The young lady actually argued with me. Who argues with a customer? I was eventually put through to a supervisor who was able to immediately turn my shyt back on. In an instant.
Then we skip up to October 8. I was scheduled for an installation between 12-3. Nobody called. Nobody came. This was odd because, for where I live, they have always been on top of their game. I've needed people to come out when I got a new TV, TiVo box, etc. They were on-time, quick, and efficient. My first call to customer service was around 3:15. I won't bore you with all the calls. Let's just say there were five that day, totally to about four hours of telephone time.
The last three of those calls involved me being told things would be escalated to the local dispatcher as well as being told the next open appointment for an install was on Wednesday. Get the entire fug out of here with that BS! That person would call me back. And maybe they could get someone out here first thing Sunday morning. This never happened. In fact, one gentleman was so sure of it, he promised to call me back himself. He told me his name was Marshall Miller in the White Marsh office. I didn't believe this was his name. I also don't believe that nobody in Customer Service could contact dispatch directly. We'll get to that in a minute though.
The very last call of the evening had me on hold for about 40 minutes--after the automated voice said my wait time was two minutes. At this point, I was sure these people had my number on some 'Do Not Answer' list. Little did they know, I plugged in my Blackberry to a power source, put it on speakerphone, and waited, a la Charlie Sheen!
On the morning of October 9, I sprang up. Surely, my phone would be ringing with someone from their dispatch office. No such call came. I called customer service again. I was fed the same line about escalating the issue to a dispatcher and being offered an install date way into the future. I asked the young lady if she could give me a corporate number or address to forward my complaints. This chick came back with her supervisor's number. Supervisor Kristen didn't take my calls. I tried to reach her at 301-XXX-XXXX.
Update: Yesterday afternoon, some dude did call me back on behalf of Kristen. This was way after I'd already set my own installation appointment, though so...
BTW, I was tweeting about this. Michael Cardone (@ComcastMichael) William Gerth (@ComcastBill) asked for information via twitter. I did give it to Bill but there was only do much he could do.
After my call this morning, I did what anyone with a computer and a BB that can be used as a modem would do. I asked Mr. Google for the telephone numbers of the dispatcher's office. There were several with local areal codes and I wasn't sure they'd work since the info was first posted in 2007. Plus, comments from supposed Comcast resp sad this wouldn't work. Welp! The very first one was the right one. Look at Gawd! The gentleman who answered was confused at first. He tried to tell me I meant to call customer service. I assured him customer service suck so I was just going to need him to help me. He did. He wasn't even reluctant about it. While he was looking up my information, he told me they don't even do installations on Sundays and that the people telling me that were trying to get me off the phone. He tried to schedule me for first thing Monday morning. But he no longer had that power. He gave me his name and promised to call me back. I reminded him that if I was willing to call the dispatcher directly, I'm not above taking other steps, if he doesn't call me back. In less ten minute, he'd had a supervisor put my installation time into the system for Monday at the crack of dawn.
The ease at which one can get CEO, Brian L. Roberts' contact information is amazing. No worry. I won't call his house or send mail there. But I will reach out to him in a way that will get his attention. If little old me is getting the shaft, I am sure there are thousands more like me who don't have the patience to let their voices be heard. But I'm going to hold off on contacting him directly (and switching to FiOs--whose reps were super nice when I called to get pricing), until I get installed and see what type of 'I'm sorry we suck but don't swallow' discount Comcast is going to offer me.
Update: We are at the start of my install time. Nobody's here. Nobody's called. Let's see how this turns out.
The remaining portion is just so I can get Comcast's attention!
Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening?
Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening?
I can be reached at ThinkPrettySmart_AT_gmail_DOT_COM
And...
Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening?
Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening?
In closing...
Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening?
Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening? Comcast Sucks! Comcast doesn't care! Comcast allows customer service reps to lie to customers! Comcast installers don't show, don't call, and don't seem to be reprimanded for it. Why else would it keep happening?
DAMN! COMCAST SUCKS ROYALLY. I just can't believe that you have had such a runaround with these mofo's and STILL no installation joy.
Posted by: Lisa Steptoe | 10/10/2011 at 07:49 AM