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Comcast Cable - Atlanta, GA / unable correct equipment from comcast

1 United States

I have been a customer of Comcast for many years none of which have I felt like I have received what I have been paying for, I will attach a series of emails from Comcast customer support:

The bottom line here is that with all my effort I am unable to get proper customer support or the correct equipment from Comcast.

Dwayne,
Your response,
”We would contact our customers in the event of any equipment is not available and reschedule accordingly. You have the option to go by one of our local office to pick up a High Definition only or HD/DVR and due the installation yourself in all area of Georgia except Calhoun and Rome."

I have had several service personnel show up at my house with the wrong equipment, none of which resulted in a call to alert me of the lack of correct hardware, nor a re-scheduling of the proper equipment.

Secondly you suggest I go into a Comcast store to pick up the right equipment, If you had read the entire body of this email you would have seen that I have gone to a Comcast store per the suggestion of customer support personnel such as yourself. Also with no results.

So instead of giving me excuses and let's try and remedy this situation.

Jeff

-----Original Message-----
From: Comcast Ecare Atlanta [mailto:vidsupport_atl AT cable.comcast.com]
Sent: Tuesday, January 30, 2007 11:55 AM
To: Jeff Moore ~MooringTech, Inc.~
Subject: RE: Service - Comcast Cable Television (KMM24567051V76096L0KM)


Dear Mr. Moore,

Thank you for contacting Comcast Cable.

We would contact our customers in the event of any equipment is not available and reschedule accordingly. You have the option to go by one of our local office to pick up a High Definition only or HD/DVR and due the installation yourself in all area of Georgia except Calhoun and Rome.

Please feel free to contact us if you have any more questions. You may respond directly to this email.

Thank you for choosing Comcast.

Sincerely,

Dwayne
Comcast Customer Care Specialist
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The response contained in this message is intended for the addressee only and may vary from other responses depending on geography, promotional campaigns or other factors. If you are not the intended recipient of this response, please delete this message. Any unauthorized use or dissemination of the information contained in this message is prohibited.
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Original Message Follows:
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Eric,
I will CC Corporate services so that they will understand as well what type of responses I get from customer care personnel like yourself.

You responded below, stating that I should "check periodically to see when this equipment becomes available" because you have a shortage of HD equipment available to my area, yet I have a service appointment scheduled for this coming Friday, in which I was told that a DCT6412 would be brought to me, I am just trying to find out why I am paying a 39.00 fee for something you say is not available to me. As a support Rep. for Comcast shouldn't you be making sure that if the equipment in question is not available then either A) re-schedule the unneeded appointment or B) try to find the equipment in question?


Jeff

-----Original Message-----
From: Comcast Ecare Atlanta [mailto:vidsupport_atl AT cable.comcast.com]
Sent: Tuesday, January 30, 2007 10:20 AM
To: Jeff Moore ~MooringTech, Inc.~
Subject: RE: Service - Comcast Cable Television (KMM24565373V70372L0KM)


Dear Jeff Moore,

Thank you for your response.

I am not understanding your rhetorical question, please respond with a actual question so that we may assist you immediately.

Please feel free to contact us if you have any more questions.

Thank you for choosing Comcast.

Sincerely,

Eric
Comcast Customer Care Specialist
**************************************************
The response contained in this message is intended for the addressee only and may vary from other responses depending on geography, promotional campaigns or other factors. If you are not the intended recipient of this response, please delete this message. Any unauthorized use or dissemination of the information contained in this message is prohibited.
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Original Message Follows:
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??????? so the service call that is setup to replace my existing box with the 6412 will cost me another 39.00 and yield nothing?

-----Original Message-----
From: Comcast Ecare Atlanta [mailto:vidsupport_atl AT cable.comcast.com]
Sent: Monday, January 29, 2007 8:05 PM
To: Jeff
Subject: Re: Service - Comcast Cable Television (KMM24556968V19032L0KM)

Dear Jeff Moore,


Thank you for contacting Comcast via e-mail.

I sincerely apologize for any unpleasant experience you had recently with your Comcast service and thank you for bringing this matter to our attention.

Unfortunately, at this time there is a shortage of HD equipment in your area. Please keep checking periodically to see when this equipment becomes available.

We appreciate your patience and understanding.

Thank you for choosing Comcast.

Sincerely,

Jason
Comcast Customer Care Specialist

********************************
The response contained in this message is intended for the addressee only and may vary from other responses depending on geography, promotional campaigns or other factors. If you are not the intended recipient of this response, please delete this message. Any unauthorized use or dissemination of the information contained in this message is prohibited.

Original Message Follows:
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Name: Jeff Moore
Address: 2441 Hazel Dr.
Address: Atlanta, GA 30316

Evening Phone: [protected]
E-mail: jeff AT toughbooksales.com

Category: Comcast Cable Television
Sub-Category: Service

Account Number:
Comments:

This is my last hope for proper customer service as calling Comcast has been a disaster, starting on Nov. 2005 when I moved into my new home the service coming through has had major issues, including choppy picture on demand communication errors, and poor reception in general. I have been unable to
get this portion of my service fixed, so I let it go. Now after investing in a HDTV I run into yet another problem which comes from an incompatible HDMI out from the Motorola DCT3416 cable box thinking my TV is some sort of recording device immediately turning off the signal to the TV, after giving a HDCP error. I have called many times with no one knowing what the issue was, so I have gone to Motorola's site which states that the DCT6412 fixes the issue. I have scheduled many service calls to get the correct box but there is serious breakdowns between the service personal working in the field and the customer service reps. Working in the offices. I was told at one point I would need to go into a Comcast store to get the correct box and when I asked if I could have the number to the store to see if they had the correct box I was told customers could not have the number so I went anyway and stood in line for over an hour to find out they in fact did not have the box I needed. I am happy to pay over 200.00 which seems to be the standard bill I get each month, but problem after problem has left me thinking Comcast just does not care. The customer service Reps working for Comcast are rude and have a general disrespect for customers with problems. I have requested on the last 3 phone calls that a manager call me to speak about this with no phone call back. I have never spent so much time on hold, or with support staff as I have with Comcast. Like I stated before this is my last try before looking elsewhere for better service.

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