Comments on: Comcast Customer Service: How Not to Reward Loyalty

By: Robyn

Robyn — Sat, 14 Nov 2009 02:27:33 +0000

I wouldn’t switch to Verizon if I were you. I’ve spent the last 3 months battling very similar battles with them and am currently looking around at my options…which is how I stumbled upon this conversation!

By: BillL

BillL — Thu, 05 Nov 2009 21:30:15 +0000

Where did some of my channels go? For 2 days I have been wondering where some of my channels went. I called customer service and after the agent looked up my account he told me that I had been getting the Standard Package(same as Starter Package but without the digital signal box which costs $61.99 per month) for free the past 8 months. I actually have the Limited Basic which cost $19.35 per month less a $10 break for 12 months because I also have their high speed Internet. That part is great. I could not get a word in edgewise, as the agent was trying to explain to me how once the switch to Hi-def, Comcast was cutting off all the “freeloaders” from getting more than they were paying for. It would have been nice to get a letter with my monthly bill or a call or email saying that they were going to downgrade my service before it happened. Instead I’m wondering for 2 days if something was wrong. So I told the agent that I would be looking into DirectTV or one of the other services that offer more for your money and better customer service. All he said was that’s your choice. Plus my monthly bill has gone up a couple of dollars each month for the last six months, without any explanations. I’m not a happy customer today.

By: Lisa Reddy

Lisa Reddy — Tue, 27 Oct 2009 16:24:58 +0000

I have had similar stories to all of yours. I switched from Verizon to Comcast and was promised Brad Pitt and NFL Sunday ticket for switching for 159. pr mnth all the movie channels, HD dvr and HD stb with unlimited calling. my avaerage bill is now 213. per mnth and I still pay for all my calls I have called in so manty times I feel like a rep myself. I am proud to say I am now switching back to Verizon Fios and I cant be happier. I would say dump Comcast not worth the headache like an old boyfriend you keep hanging around with. Time to cut the ties.

By: Tmcg

Tmcg — Wed, 21 Oct 2009 02:44:15 +0000

Lordy,lordy- 10/20/09 you helped me decide AGAIN to stay away from ComCast. While carpoolong home tonight the conversation ran from saving here.cutting cost there and I was imformed about “MagicJack” phone service- so carpooler was saying, she got MJ for 2yrs for $100- final cost for two yrs service and had bundled with Comcast for cable and internet, So I decided to ck out Comcast offers online- THANKS FOR ALL THE REVIEWS 3 months ago I had received a callf ollowing a mailing I rec’d from “comcast” offering the triple play bundle to my area for $119- upgrades in cable and internet service inc AND a $300 gift card! Whoo Hoo- so I proceed with the “nice” sales rep#1 to sch the disconnet of Direct TV and Windstream and ATT- also being advised I WOULD NOT loose my numbers etc!This call was on a Wed. I completed all the questions, was transferred to another Comcast agent who assited with my disconnect of ATT telephone service and set the appt for Comcast between *8am – 12pm on Fri (in 10 days), my next day off. I held in my hands the comcast mailer- 9am, 10am, 11, so I called Comcast- well they have till noon and the agent taking my call said and then she did not see me on the sch!- Rep #2, says she found me and the tec was delayed would be in my area soon. Noon- and now it’s 1pm,call again, rep#3 states, I am not on sch and could set up for a week later, feel my pain-so I provide all the names of sales reps I have spoken with and confirmation number I was given- rep # 3 has no clue what the H I am talking about and cannot locate ANY of the reps names, so rep#4, will try to contact the tec that is in the area and see IF my serv can be done today. Any open windows on tall buildings? 2pm, 3pm, it’s 5:00 somewhwere,so where is Comcast? I call and request a super- well super is USELESS, sees my trail of calls and does not see a work order for my addresss! This is candid camera right- Iv’e been Punked, right? It’s 3pm and he will set up a tec to come between 12 & 4 tomorrow! WHere is my value? I can’t believe the lack of humanity the employees Comcast has. But my story is pale incomparison to my neighbors- SHE WAS ROBBED BY THE COMCAST TEC! Yes, you read it here. Her tec showed up on time, he entered the home front door (her purse was sitting on kitchen table) she was with him most of his time in the home he set up the triple play, He entered thru both doors of her home while installing service. She noticed about 4 hrs later, when she had to leave her home, she could not find her purse! Polcie were called and apparently this is not the first time- so report taken and she called comcast who failed to belive her story. The purse was found in a nearby neighborhood in a yard- all valuables removed, and during the 4hrs she was home- her gas cards were used in several stops as was her cc’s. The tec remains employeed with Comcast and Comcast never contacted her with an apology or any consideration.
And so there you go! I think Wayne Delfacino needs to get on this story!

By: Madhava

Madhava — Sun, 11 Oct 2009 15:38:13 +0000

Hi,
I am also longtime customer for comcast from medford,MA. I had a cable ,internet and phone service.I am paying my bill by automatic debit for years.Recently vonage gave me unlimited free international calls for INDIA.So I swicthed my phone service,after that I called Comcast to move my plan from triple play to double Play. I lived in many countries,even most of third world countries have better customer service than comcast.You know what, the rep told me,If I have triple play, my bill will be $125.If I have double play I need to pay $160.This is the only company in the world I know we need to pay more while reducing their services.I was so fedup with useless discussion with that rep,again and again repeting same sentence that “I can’t have same package what they advertosed on their web site”.So, I cancelled my service except internet connection for $59 a month.I am going to cancel that also once verizon establishes their service at my home.This is the worest trade practice I ever seen,hurting existing customers to get new customers.I encourage customers like me get out of comcast and get other available services.BTW, I am thinking to approch consumer court on this, reply to this post if you are interested to join.This is ripoff for loyal customers Comcast from massachusetts

By: Bait N Switch in Cali

Bait N Switch in Cali — Tue, 08 Sep 2009 23:02:42 +0000

Deb, Wow !!!I just got off the phone with comcast and my situation almost mirrors yours except I have spent almost a month and several hours trying to get them to own up to a mistake and promises they made that that they made to me when they first ordered the triple play package.

Basically I was told that I would get the triple play package for 99.00 a month for 2 years, My wife and figured out the savings and were very excited about the prospect of savings several hundred dollars over the course of 2 years. When the initial call took place we asked if all of our current cable services would be included in the price (DVR, HD channels) and we were assured that it would be. We were also told that there would be 100.00 dollar gift card included . … Sounds great right !!!

During the initial call the very nice lady who was handling our call informed us that she was having problems with her computer and that she woulds have to call us back, she set up an installation date for the phone and internet services and never called us back.

After not receiving the call back from the first costomer service rep I called back the next day to make sure that everything was in order and that we would be getting the deal that that the initial costomer rep promised us. Again the agent on the phone assured us that we would be getting that deal as long as we signed up before the end of the month and even told us that the gift card would be 200.00 dollars… sounds even better right !!! Wrong.

We were also promised that our home phone # would not change (A phone number that my wife and I shared for almost twenty years). That did not happen either!!!

Because of summer vacation I had to push back the install date to the middle of August, I then called to confirm the install date and this is when I learned that I would not be able to keep my original phone # as well as change the install date again because they needed more time due to the fact that we needed a new # ???, My wife and I reluctantly agreed to change our home phone # because we had no choice!

After the install of triple play and the initial shock of having to change our email and home phone number which was attached to every aspect our lives ( schools, billing, contacts, ext !!), we received a contract in the mail that needed to be signed or emailed back to comcast, although I did not immediately look at it, when I did I was shocked to see rate of 99.00 a month that we were originally promised had gone up to 119.00 for the first 12 months 129.00 for the second 12 months.

I immediately called comcast and spoke to a customer service rep who informed me that that package was no longer available to me and that she could not offer me anything close to what what I was orinally offered, She offered me 1 month credit of service and basically that I would have to take the contract sent in the mail.

I was in shock !!!, I asked to speak to her direct supervisor and let her know that comcast was pulling the classic “Bait and Switch” on me. I was then told that her Supervisor was in a meeting and that she would call me back, I left a voice mail for the supervisor to call me back ( She did not call me back).

I then called back the next day to speak to the Supervisor I had left a voice mail for and finally after another voicemail and call I received a call back. After a lengthy and sometimes heated discussion in which I asked for only what was promised to me initially, we were still at a stand still, she could still not come close to offering me the original offer” That offer was no longer in the system” and said that she would confer with her colleagues and in her words “Try and make this right”. She said she would call me the next day, I let her know that would great that I was off work. She did not call me back the next day.

I then called the day after that and left another voicemail for the Supervisor and was called back by another costomer service rep who was a subordinate of the Supervisor I was dealing with, He informed me that he was instructed to call on her behalf because she was out of the office for the holiday weekend and would not be back until Tuesday. CAN YOU SEE THE STEAM RISING !!!!!

The customer service rep offered me a deal of 114.00 a month for twelve months, All services would be billed seperately, I informed him that I would take that deal if it was 24 months, He informed me that he could not offer that deal because it was not ” in the system”. I asked him what the price would go up to after the 12 month period he said it would 215.00 a month. At this point I almost lost it !!!. after a few choice words I ended that call and left yet another voicemail for the Supervisor to call me back on Tuesday. “Folks do the math, I guess have stupid written on forehead”

Today after not receiving a call, I left yet another voicemail for the Supervisor, she called me back as I was reading this blog. To sum up the final offer after all of this, I was offered a 2 month credit spread out over 3 months with the 119/129 contract and when I asked about the gift card she said that was not available. she did inform me that if an offer came available that was close to what I was initally offered that she would call me. “I wont hold my Breath”

I am still not completely satisfied with the results of this compromise and feel like I need to get license of the comcast truck that ran me over. Anyone have any suggestions or advice?

By: L.Ann

L.Ann — Sat, 22 Aug 2009 19:44:02 +0000

I recently signed up for the same 119. comcast plan only to have techs not show up..channels not show up and our bills are not anywhere near 119. I have spent hours on the phone with 6 different customer service reps who all say the problem is fixed only to still have the same issues months later!! I have been through this once before with comcast on another ‘deal’ where we were never billed the proper amt..I had to go in person every month. I should’ve learned my lesson!

By: Jaine Mckeinze

Jaine Mckeinze — Wed, 12 Aug 2009 02:21:02 +0000

I love Comcast. I understand that supervisor does seem really rude; she could have been having a bad day? You can’t shoot the messenger. These people are just giving what their promotions department has offered them for you. Unfortunately I know from working in a call center there are different channels, and like any company a sales channel will offer you the world… I find talking to billing helps the best because they generally give the REAL answers… I have a problem with the tech coming late and he gave me three free months of a service and said I had 30 money back guarantee on the services. I find that if I don’t call in screaming and yelling like some crazy person they treat me pretty well… I won’t want someone screaming at me (which you obviously didn’t do deb) the first thing through the door… I suggest to most peopling on here, take a breath realize it is a company that bills you for the services you use and get over it!! Its also funny to see people stating they will go to a different company because they have the promotion…But once its over there they go back to the original company..its all about the $$$$$

By: Very dissatisfied comcast customer

Very dissatisfied comcast customer — Sun, 19 Jul 2009 22:41:59 +0000

I’ve been a Comcrap customer for almost 8 years with both tv and internet. Because the internet was ordered a couple of months after the tv they were billed separately. The first couple of years they were still AT&T broadband. When they were AT&T the service, both actual and customer service, were great. When Comcrap took over the service went into the toilet and never recovered.
Last December to make up screwing me over, they improved my internet speed and discounted my bill. I didn’t notice any improvement in service, but did appreciate the $17 discount. (My bill was $42.95 before the discount) Then three months later my bill is $60 plus a $ 0.99 maint fee. I called and complained and told them to put it back the way it was before they changed it. That included speed and cost. They said they would. I also talked to them about lowering my bill for tv. They got it down to $82 by shuffling discounts. They lowered my internet speed to about 1200kbps to 1500kbps where my speed before the changes had been about 20000kbps. I called again. they returned the original speed. My internet bill only went down to $52.95 plus a new $0.99 maint fee. I complained again. They refuse to lower it saying I have to combine my accounts to get the lower price. They did offer me $10 off for three months. I suggested I should look elsewhere for internet service and was told that DSL is a dying technology. Funny comcrap has again lowered internet speeds to the equivalent of available DSL. Must be getting me used to that speed for the change. My tv bill was never lowered either. In fact, instead of decreasing, it has increased every month since. They also now include a $0.99 maint fee for that too. I made the mistake of messing around with them too long and my tv service was interrupted last week. Now they want me to pay the full balance due, including the overcharges, before they will discuss my account. The final cut-off date is 7-28. My only recourse has been to write a letter to executive customer service to an address in Fife, WA. I mailed one, and have yet to hear back. Since then I have been looking at available alternatives. Dish, Direct TV, Qwest DSL. They all seem to offer quite a bit more for a lot less. Ask AOL, When I leave for poor service, I don’t come back. I always recommend against as well.

By: Inez

Inez — Tue, 07 Jul 2009 19:06:00 +0000

we also tried to upgrade but our customer rep. continue to denied us an upgrade and we called multiple time.
They didn’t seem to care that we were good customers.

We just went with directv.