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

By: Carole

Carole — Fri, 19 Mar 2010 02:26:47 +0000

I had a the same experience that is why I’m switching over to verison!!! I have been a comcast customer for over 10 years and I’m ready to leave them. The verison rep is calling me back tom. to finalize my new package which is cheaper and better!!!! Goodbye Comcast!!!

By: John Young

John Young — Fri, 19 Feb 2010 19:33:16 +0000

Deb: A co-worker has Direct TV. We live in the Mid-Atlantic region where we’ve had a lot of snow. He’s switching to cable or FIOS because every time it snows, rains, or gets overcast, he loses half his channels. He was watching the Olympics last night and his signal just faded out to snow. They artfully avoid that subject in those Direct TV ads where the pitchman says “Don’t be that guy!” Yeah. I DON’T want to be that guy!)

By: CT-Bill

CT-Bill — Wed, 10 Feb 2010 22:18:32 +0000

I was warned, repeatedly, about Comcast service but I went with them anyway. I wanted faster internet service and AT&T kept telling me I could have U-Verse “Very Soon”. That was almost two years ago. So against my better judgment and the advice of my friends who have Comcast I switched. Setting up the internet account was fairly easy. I purchased the modem so I didn’t have to deal with Comcast. I needed the current technology in order to add a VoIP phone (Not Comcast) and didn’t want the hassle of last year’s refurbished equipment. Contacting them is painful to say the least. I can’t remember how long I was on hold and bounced from one person to the other. I hate to admit it but I have been a cable customer of theirs for years. It’s basic cable because I have DirecTV which is much better. I only have the cable to get the local Connecticut stations. The cable account has been paperless billing and automatic payment since they first offered it. The internet is not bad at this point. The speed was not bad most of the time. I came home yesterday and my daughter informed me that the internet was down. Not a big problem, it’s happened before, just a simple reset and we’re back online. Not this time. No internet or cable. So I placed a call to Comcast. Should be a simple explanation. Actually it was really simple, according to their records I hadn’t paid my bill. The last payment they had was an automatic one in December. I never received an email, phone call or letter about this from Comcast. Over the course of the next hour and a half I spoke to three people who could not explain why my automatic payment had been turned off. There were a lot of theories, “You must have turned it off” They had no record of that. “You changed credit cards and didn’t tell us” Nope! “Your credit card was declined” Nope! I actually verified this with the credit card company.

The customer service rep said she could take a payment for the amount due on the account and take care of the situation. No problem, I gave her the credit card number, yes the same one that is on my automatic payment account, and she said “You are all set, is there anything else I can do for you?” I said, “let me make sure I can log in to my email before I let you go.” I was rather shocked by the response, “Oh, it will take from 24 to 72 hours to get your service restored.” As a comparison, DirecTV stays on the line with you until you verify that you are receiving all the stations you subscribe to (I have changed out a few receivers over the years).

At this point I needed a supervisor who could make a decision and get me turned back on. Much to my amazement, she confirmed 24 – 72 hours “unless I wanted to go to the “local” Comcast office and pay the amount in cash. Once I realized she was going to do nothing for me I ended the call. The local office is only about half an hour out of the way when I go to work. So this morning, off I go to the “local” Comcast office that opens at 8:00 (or as I soon found out, 8:00 is merely a suggestion). So in to the office I go when it opened at about 8:25. I was the only one there so I thought I would be able to take care of this quickly (the concept of dealing with Comcast is new to me, I have so much to learn). After watching the rep brush off his coat, fold his gloves, put his lunch away, rearrange his post-it notes, sharpen his pencils, and a few other critical tasks it was time to pay my bill and be on the way. Not exactly, I had to tell the whole story again but I knew I was walking away with my internet and cable working because the supervisor last night told me exactly what I had to do. After being accused of maxing out my credit card (the reason the automatic payment was not taken) to paying the wrong account (that’s a whole other adventure. My wife set up an account for our son in college. Thankfully she deals with Comcast on that one). I was then informed that it would be up to a week before my account was turned back on. He finally said the best he could do was tomorrow. I left thinking it was scheduled for tomorrow. Wrong again, I think because nobody can tell me what’s going on.
I thought I would log in to my account and see if the payment had been received and check the automatic payment but I was completely locked out. No way to check anything at Comcast, even email. Unfortunately this goes on and on. I spent another hour and a half on the phone with Comcast trying to get this situation rectified. I spoke to a CS rep that was friendly; she even went in and “fixed” my automatic payment account because “whoever went in there did something so payments weren’t being made”. She saw that I made the payment last night but could not understand why my account was not working. I think she was on a VoIP phone because the echo was horrible. It probably took twice as long because I could not understand her. I finally asked for a supervisor hoping I would get a better connection.

I got a better connection and the supervisor said since Comcast’s computer system had not updated, the payment was not showing in my account. I had confirmed with the credit card company that Comcast had received the payment early in the morning. He could not understand how the previous CS rep knew the exact amount I had paid when she told me is was credited to my account. He told me it takes 24 – 26 hours for payments to be credited to accounts because of Comcast’s computer system. He said once the payment is credited to my account it should be turned back on. The remainder of the conversation made me feel like a character in Catch-22. I have to log in to my account to see if the payment has been posted so I can talk to somebody about turning my account back on so I can get my email and set up automatic payment even though he confirmed that automatic payment is enabled for my account.

I’m not sure what Comcast’s forte is but I’m going to guess that it’s customer service.

Onward through the fog!

By: Comcast Changes Name, Promises Same Service

Comcast Changes Name, Promises Same Service — Thu, 04 Feb 2010 20:36:21 +0000

[...] rebranding of an incredibly unpopular service to consumers. Comcast is notorious for its miserable customer service. After all, what other company has inspired the type of consumer hatred behind [...]

By: vicki

vicki — Wed, 13 Jan 2010 04:38:09 +0000

I can’t believe this has happened to so many people with comcast.
My story actually mirrors Debs. They quote a price, channels don’t show up…we call to confirm again….price is confirmed…channels don’t show up…called again….oops, no record found and that price is not available. 3 hours on the phone with folks who read scripts and work for greedy scumbags. I hate Comcast.

By: Mike

Mike — Thu, 03 Dec 2009 20:35:04 +0000

does anyone know how to get in touch with someone higher than the supervisors at the call centers? I was given the name/number of a supervisor to call by a call center rep, and he will not return my calls.

I need the next step – Please Help!

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!