Resolved Comcast — customer service is god-awful!
This problem started months ago when a technician came out to replace a modem and told me that the signal coming into the house was a little low.
I'm not going to say anymore than that...for now.
On 8/6, my high-speed internet service was running at speeds near 1990's AOL dial-up, if i was lucky. I called customer service, and the technician on the line told me that my modem was showing a 20% packet loss. Anyone who knows t-com knows that is impossible to use. She checked her schedule, and told me the earliest that they could get a tech out was 8/13...an entire week later...and on a Sunday no less! She advised that i call the local office on Monday when they opened to see if they could escalate and move my appointment up. I called Monday and was told they had a cancellation and could come out on 8/11, which is a Friday. Better, but still not good. I work from a home office, which means my cable modem is my lifeline. To be out for a week wasn't good, but i took the new appointment anyway.
On 8/9, I called again to see if there were any more cancellations. The recording said my service call was still scheduled for 8/13. This is not good. I spoke to a supervisor who told me that the dispatch system shows me as down for 8/11, but the system the call center tech looked at showed it incorrect, and it was in fact scheduled for the 11th. Okay. Fine. At least I got the supervisor's name.
Today is the 11th. The rescheduled appointment was between 9am and 11am. It is now 2:30PM as I type this. I called at 10am to make sure he was coming, and was told he was. I called back at 11am and was told...can you guess?...that my appointment wasn't until Sunday, 8/13. I flipped at this point. I was told that there was nothing they could do except offer me a $20 credit because the call had been assigned to a technician.
Forget the fact that I was lied to by a supervisor. Forget the fact that that supervisor apparently doesn't exist, since no one knows who I'm talking about when I call now. Forget the fact that it's still been a week with service that makes me think dial-up is great. Before writing this, I have submitted a complaint to the Better Business Bureau, a complaint to the State Public Utilities Commission, and will be writing a letter to my township government urging them NOT to grant Comcast a renewal on their charter, since that expires this year. $20 and a credit for the downtime is unacceptable. How about the cost of the additional cell phone minutes I'm using, since my VoIP isn't working? How about the cost of gas I use driving to the nearest company office to work? $20 doesn't come close, folks. If you tell me you're coming at a certain time, be here. Don't lie about it because now you've got an angry customer with a podcast and a voice that will let people know this entire tale. When the supervisors are so incompetent that they have to lie to keep customers happy, then your company has a BIG problem that you NEED to deal with.
I actually work for a company that is in direct competition with Verizon, but their DSL service is looking better and better every day this event goes on. Oh, I also was sucked into their DVR service. The first box wouldn't record. The second box recorded, but go so hot that it melted the molding on my tv stand. The 3rd box also gets hot, but I've since installed a ventilation fan to keep it from doing more damage.
And if I hear "I'm sorry for your inconvenience, sir" one more time, I'm going to go postal on someone. Be sorry all you want, doesn't change the fact that your customer service is god-awful on a good day.
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