Erwin writes:
I recently upgraded my sevice and the installer told me I will get information about available channels in the mail with the billing. Didn't get it, so I called and was assured it would come next time. Second billing ...nothing. Called again to be on hold for 30 min. and then told: Sorry computers are down call back some other time. I questined a $10.00 discount on the bill and not seeing it deducted and the guy say's: If it is not deducted, just disregard it. I don't see anything on my computer here!
The final straw was the service beeing out again on Sunday Dec.5th. Dummy me, beeing tired of listening to the tech support having me jump through the hoops,I uninstalled the equippment and re-installed it, to see if it was on my end. That was wasted time...
It's too bad, that ATT is not in my area to level the play field a bit.
Recommendations to Improve Comcast
Have extra Phone support or automated message ready, not an endless ring.
You can contact Erwin at
Erwingaa at comcast.com
Go the police and tell them I have been robbed?
Todd writes:
We were long time Comcast customers but moved in June to a state where Comcast had no presence and closed our account. Comcast owed us a small refund for the prorated time of the month that we had pre-paidpaid but not used and by the end of August we were still fighting with Comcast to get the refund. Then it happened. A mistake I have lived to regret. We bought a new house and I made a terrible mistake in setting up the automatic mortgage payment on-line and my first mortgage payment went not to the mortgage company but to Comcast!! Desparately we tried to get the bank to cancel the transfer but it was too late Comcast had a large amount of money now and we knew that if we were fighting for a small $24 refund for over 2 months that getting over $1,800 back from Comcast was going to be enormous. We immediatley notified Comcast of the mistake and they were quite friendly and understanding of our situation. They took the information. Assigned a reference number and told us not to worry, in 6 - 8 weeks we would get our check including the $24 dollars we had already been assured was coming. We waited, patiently for the 8 weeks to go by. At the end of the 8 weeks, nothing happened. We called again and were told that by Comcast's mistake they had processed the refund under a wrong code and that if we waited just another 2 weeks we would get our refund. Well, it was disappointing but 2 weeks we could do. Two weeks later and, again, nothing happened. This time Comcast told us the would be here before Christmas (yes nearly 4 months had passed). Then a strange thing happened. We got an actual account statement from Comcast showing that our previous credit balance of over $1,800 had now been refunded and that they now no longer owed us anything. Problem is, we never got a check. When I called they explained that the check obviously was sent at the same time of the statement and would be to us in a metter of days. After a few days I called again. This time I was told it was my fault that it has taken so long since I had not properly ""escalated"" the issue in September!! What does that mean? Again the reason was given me that the code that Comcast uses to process refunds was yet again done incorrectly and now I have been told to wait, you guessed it, another 6 to 8 weeks.
At this point I have no refund. I have an official statement from Comcast telling me they owe me no money and so my next step is probably, what? Go the police and tell them I have been robbed?
Recommendations to Improve Comcast?
Strangely enough, I am the CFO of a well known financial services company so I am quite familiar with this kind of issue. Comcast's problem was one of settign the right policy. The 6 - 8 week policy they currently have is sacrosanct and needs to be flexible when errors by their associates occur. It is quite a simple thing to issue an expedited check to the customer and resolve the customer issue the check shouuld be charged to a suspense account will be relieved once the correct process is completed internally. There is no way it is necessary for the customer to be dragged through Comcast backoff hell when it was not the customer's fault.
What should have comcast done differently?
All I wanted was my money back. I can understand the 6 - 8 week process but when that time passed and a mistake on their part forced the refund to be processed again then there should have been a process for escalation and immediate refund to the customer while they went through their back office procedures. I have worked for 25 years for Fortune 50 companies and none of them would have forced a customer to go beyond the mandatory 6 - 8 week period especially when it was the fault of the company.
We were long time Comcast customers but moved in June to a state where Comcast had no presence and closed our account. Comcast owed us a small refund for the prorated time of the month that we had pre-paidpaid but not used and by the end of August we were still fighting with Comcast to get the refund. Then it happened. A mistake I have lived to regret. We bought a new house and I made a terrible mistake in setting up the automatic mortgage payment on-line and my first mortgage payment went not to the mortgage company but to Comcast!! Desparately we tried to get the bank to cancel the transfer but it was too late Comcast had a large amount of money now and we knew that if we were fighting for a small $24 refund for over 2 months that getting over $1,800 back from Comcast was going to be enormous. We immediatley notified Comcast of the mistake and they were quite friendly and understanding of our situation. They took the information. Assigned a reference number and told us not to worry, in 6 - 8 weeks we would get our check including the $24 dollars we had already been assured was coming. We waited, patiently for the 8 weeks to go by. At the end of the 8 weeks, nothing happened. We called again and were told that by Comcast's mistake they had processed the refund under a wrong code and that if we waited just another 2 weeks we would get our refund. Well, it was disappointing but 2 weeks we could do. Two weeks later and, again, nothing happened. This time Comcast told us the would be here before Christmas (yes nearly 4 months had passed). Then a strange thing happened. We got an actual account statement from Comcast showing that our previous credit balance of over $1,800 had now been refunded and that they now no longer owed us anything. Problem is, we never got a check. When I called they explained that the check obviously was sent at the same time of the statement and would be to us in a metter of days. After a few days I called again. This time I was told it was my fault that it has taken so long since I had not properly ""escalated"" the issue in September!! What does that mean? Again the reason was given me that the code that Comcast uses to process refunds was yet again done incorrectly and now I have been told to wait, you guessed it, another 6 to 8 weeks.
At this point I have no refund. I have an official statement from Comcast telling me they owe me no money and so my next step is probably, what? Go the police and tell them I have been robbed?
Recommendations to Improve Comcast?
Strangely enough, I am the CFO of a well known financial services company so I am quite familiar with this kind of issue. Comcast's problem was one of settign the right policy. The 6 - 8 week policy they currently have is sacrosanct and needs to be flexible when errors by their associates occur. It is quite a simple thing to issue an expedited check to the customer and resolve the customer issue the check shouuld be charged to a suspense account will be relieved once the correct process is completed internally. There is no way it is necessary for the customer to be dragged through Comcast backoff hell when it was not the customer's fault.
What should have comcast done differently?
All I wanted was my money back. I can understand the 6 - 8 week process but when that time passed and a mistake on their part forced the refund to be processed again then there should have been a process for escalation and immediate refund to the customer while they went through their back office procedures. I have worked for 25 years for Fortune 50 companies and none of them would have forced a customer to go beyond the mandatory 6 - 8 week period especially when it was the fault of the company.
My Experience with Comcast has been a Horror Show.
Andrew writes,
Brian Roberts, CEO
Comcast Corporate Office
1500 Market Street
Philadelphia, PA 19102
215-286-8960
brian_roberts@comcast.com
Dear Brian,
It is appropriate that I write you during the Haloween season. My experience with Comcast has been a horror show.
My family and I have suffered with an unreliable Internet service for over two years. Our Internet connection keeps dropping. We have had countless service reps out and the problem persists. I believe the problem is because I live in a condo and there are numerous splitters in the cable from the drop at the street to where it comes into my house.
Of course I have been on the phone for hours with service reps who escalate and then drop the call. I call back and get sent to different departments. I get so frustrated that I just give up. It is like tying to find your way through a Labyrinth without running into the Minotaur.
I would appreciate two actions to remidate the situation. First, repair the Internet connection. Second, refund my Internet payments for the last two years.
Best regards,
Andrew Hammond
What Could Have Comcast Done Differently?
Provide Reliable Internet
You can contact Andrew at:
andy -at- magiqtech.com
Brian Roberts, CEO
Comcast Corporate Office
1500 Market Street
Philadelphia, PA 19102
215-286-8960
brian_roberts@comcast.com
Dear Brian,
It is appropriate that I write you during the Haloween season. My experience with Comcast has been a horror show.
My family and I have suffered with an unreliable Internet service for over two years. Our Internet connection keeps dropping. We have had countless service reps out and the problem persists. I believe the problem is because I live in a condo and there are numerous splitters in the cable from the drop at the street to where it comes into my house.
Of course I have been on the phone for hours with service reps who escalate and then drop the call. I call back and get sent to different departments. I get so frustrated that I just give up. It is like tying to find your way through a Labyrinth without running into the Minotaur.
I would appreciate two actions to remidate the situation. First, repair the Internet connection. Second, refund my Internet payments for the last two years.
Best regards,
Andrew Hammond
What Could Have Comcast Done Differently?
Provide Reliable Internet
You can contact Andrew at:
andy -at- magiqtech.com
I Called Comcast to Ask Why My Bill Was so High
Sol Writes:
I called Comcast to ask why my bill was so high and possibly see if I could get some sort of discount. I asked the customer service rep how I could lower my bill. He told me I could get rid of a 16.95$ a month add on cable package for my HD DVR and a 10$ a month add on package for my internet service which basically boosts my internet speed. I Told the CSR that I was told when I first wanted the HD DVR that the sales person I spoke with told me it was required to get the 16.95$ a month add on cable package in order to use the HD DVR. The CSR then said that it has not been a requirement for over 2 years. I asked why I was not told that it was no longer a requirement 2 years ago. The CSR rep said that it would be hard to call all the customers that had that package and inform them that it was no longer required. He also said “Comcast assumes that its customer still wanted the cable package” even after the requirement had expired and the customers were not notified of this change. I also informed him that I have no idea what the 10$ a month power boost charge for my internet service is. I never signed up for it; I don’t know what service it provides and never knew I was being charged for it. The CSR told me he would have a supervisor call me back in 24 hours. About 4 hours later the supervisor called me back. We argued for about 15 minutes until the supervisor asked what she could do to make me happy. I told her a complete refund of the money I was overcharged. She told me that they can only refund up to 2 months of the services I was overcharged. She credited my account 100$ and said she would take 30$ a month off my bill for 6 months then 25$ off for another 6 months. I told her this was acceptable and ended the phone call. After hanging up I wanted to know how much they were actually saving me. I added it up and came up with 430$. Then I added up the amount of money I was overcharged and came up with the amount of 526$. That is a discrepancy of 96$. I also do not like that they just credited my account so that the refund would go directly back to pay my bill. I would like a complete and full refund credited back to my checking account all at once. I also think that they should give me a full refund PLUS give me the year long discount for the trouble I have gone through. Giving me the refund is the bare minimum Comcast can do. Giving me the full refund and the yearlong discount would make me not want to discontinue my Comcast service and go with DirectTV.
What Should Have Comcast Done Instead
Comcast should have notified all its customers when the service was no longer required. They should have sent out a clear email that stated what the situation was.
I would like a full refund of the money I was overcharged. I wanted the refund in check form or a credit to my checking account. I dont want a refund that is only good on my cable bill or a discount of 30$ a month for a year as a substitute for a refund. I would like the refund and discount.
You can contact Sol at solhickey at comcast.net
I called Comcast to ask why my bill was so high and possibly see if I could get some sort of discount. I asked the customer service rep how I could lower my bill. He told me I could get rid of a 16.95$ a month add on cable package for my HD DVR and a 10$ a month add on package for my internet service which basically boosts my internet speed. I Told the CSR that I was told when I first wanted the HD DVR that the sales person I spoke with told me it was required to get the 16.95$ a month add on cable package in order to use the HD DVR. The CSR then said that it has not been a requirement for over 2 years. I asked why I was not told that it was no longer a requirement 2 years ago. The CSR rep said that it would be hard to call all the customers that had that package and inform them that it was no longer required. He also said “Comcast assumes that its customer still wanted the cable package” even after the requirement had expired and the customers were not notified of this change. I also informed him that I have no idea what the 10$ a month power boost charge for my internet service is. I never signed up for it; I don’t know what service it provides and never knew I was being charged for it. The CSR told me he would have a supervisor call me back in 24 hours. About 4 hours later the supervisor called me back. We argued for about 15 minutes until the supervisor asked what she could do to make me happy. I told her a complete refund of the money I was overcharged. She told me that they can only refund up to 2 months of the services I was overcharged. She credited my account 100$ and said she would take 30$ a month off my bill for 6 months then 25$ off for another 6 months. I told her this was acceptable and ended the phone call. After hanging up I wanted to know how much they were actually saving me. I added it up and came up with 430$. Then I added up the amount of money I was overcharged and came up with the amount of 526$. That is a discrepancy of 96$. I also do not like that they just credited my account so that the refund would go directly back to pay my bill. I would like a complete and full refund credited back to my checking account all at once. I also think that they should give me a full refund PLUS give me the year long discount for the trouble I have gone through. Giving me the refund is the bare minimum Comcast can do. Giving me the full refund and the yearlong discount would make me not want to discontinue my Comcast service and go with DirectTV.
What Should Have Comcast Done Instead
Comcast should have notified all its customers when the service was no longer required. They should have sent out a clear email that stated what the situation was.
I would like a full refund of the money I was overcharged. I wanted the refund in check form or a credit to my checking account. I dont want a refund that is only good on my cable bill or a discount of 30$ a month for a year as a substitute for a refund. I would like the refund and discount.
You can contact Sol at solhickey at comcast.net
I am so regretful I left Directv and AT&T
I have been a customer since April 2010. I was content with AT&T, and elated with my Directv -- no better customer service.
I received a triple play package offer, promising 12 mbps (with levels of 16 - 25 mbps). As I wanted faster broadband, I made the change, with some reluctance. It's been a horror story since day 1.
Bad Install:
The cable guy cut existing cables and left them hanging without ends. He installed triple splitters with empty ports on two splitters. He didn't tighten the coax cables properly. He was an hour late, and rushed off too early. He left the plates for my coax off at 2 different sites. He couldn't locate the comcast line, and he found it by routing into to lines off my directv routes, resulting in much longer runs. He needed to use my tools. He didn't bring instructions. He only gave me on HDMI DVR, even though I signed up and paid for 2. He gave me the old style boxes with deficient memory, and told me I had no choice. Both DVRs have been used and abused, and the remotes are totally worn out.
They gave my assigned phone number to another customer, so I had no phone for 2 weeks. The technician didn't bother checking for a dial tone.
He fraudulently charged me for an additional jack, even though he merely split the existing cable line -- he didn't even run cable.
It took 2 months before they coded my account properly to watch premium stations online. I spent a good 6 hours on the issue.
Cable/Broadband Quality:
From the beginning, broadband speeds were around 5 mbps, with frequent timeouts. TV picture tiled, And phone intermittently lacked a connection.
And it got way worse. After about 35 days, I called, and said things had become intolerable. Initially, they told me if nothing was wrong, I would be charged for the visit. Yet, they test the line and it revealed deficiencies. Cable guy came out several days later. At first he cold not figure out the wiring. Then he did. He told me that Directv line should not have been tied to, because of different coax rating. He also said it should not have been split multiple times. He checked signal at wall, and said was bad. So he tested another port, unused, and said it was good, but that I would have to tear into the wall so he could access the connection which has deep in the box. I tore out the wall the following day, and called him, and he returned. He connected to that port, yet failed to place a connector on the coax box, such it was just a cable. He ran 20 feet of cable across my apt, without any tacking or anything. The next day, I ran tests, etc. and realized nothing had improved. To add salt to the wound, my cable bill contained 2 service calls, totaling $90 dollars. Are you kidding me?
I called back, and representative concluded that they needed to send out a tech who could access the box. I asked for a supervisor, with the ability to work in my apt and at the box. I made an appointment, which they confirmed the day of. Nonetheless, they sent the same guy out as the first time, who admitted he couldn't work the box. He said his boss was in a meeting, The next day (and the 5th visit from the cable company), they went into the box, and learned that I had a bad connection. They tested the speed and it was bad. They said they couldn't figure out what to do, or how to fix, but that they shook things around, and finally the speeds increased. I commented, "are you sure that this is a proper fix?" They assured me it was.
It gets much worse. Speeds were strong for a few days, and then declined agin. TV and broadband continued to get worse. Most of the time, I receive on-deman errors. Speeds are slower and drop offs more quickly. So I escalated the matter to a district supervisor, Steve. Day later, Steve and his tech specialist, Perry, came to my home for the entire day. They set up a test line and hooked up a separate modem in my unit. Perry also tightened connections throughout my home, and said some of the splitters were bleeding the signal. By the end of the day, it was testing pretty quickly. Perry came back the following day, still trying to figure out what was going on with the main line, and it's slower speed, but could not. I asked it keeping the extra modem was an option, and assurances that I would not pay to rent it. He called in, and Comcast said I needed to pay $5. I didn't want 2 devices, and I certainly wasn't going to pay $5 more for Comcast's issues. He set up my original battery-back up modem, VOIP, and it tested fast now. He said he did not know what to do with the cable picture. I told him we could deal with that next, and that broadband was the most impt thing, as it was affecting my business.
Because of all my troubles, which wasted a good 20 hours of my time, and not providing the products that I ordered and paid for, Steve reversed 2 months of the bill for my triple play, and reversed the bogus repair calls.
After about another month, I called in, and said that the "repair," which was really a repair in name only, didn't stick, and that I assumed there was a problem in the box or on the line. I called Steve directly. He sent a tech out. Again, the tech did not have the ability to do the necessary things. So he came back the following day with another guy. They never even came to my apartment to see my tv picture. They claimed to change out my port, and fix the amp on the line, both which were impairing my signal.
The following day, things were the same. I called Steve again, and said it looked like things needed to be escalated further. I suggested that he just tell me if they couldnt fix it so we dont waste more time. He assure me he was determined. He told me escalated my ticket, including conveying all my information to his boss. His boss called me on both my phone numbers, but no one answered. I called back, and left a voice mail. I never heard back, so I called Steve again. He said, "yeah that's the right number.
I called a second and third time, still no responses. I called Steve back, and he said he was having some personal issues, and that he could not help me write now.
A few weeks later, my speeds were worse than ever. Under 2 mbps, with very frequent time outs. Worse yet, I was getting tiling on my TV that was so bad that I could not watch ball games or a number of other channels/shows. I have the proof on my DVR. The straw that broke the camel's back is that I lost 1/2 my local channels.
Consequently, I chatted on the online tech help. I called because every time I call, I get someone abroad, usually Mexico, and they don't know how to respond to these kinds of issues. I escalated the chat to a guy in Oregon. He was kind. He said he would reverse some charges, and have someone come to my unit within 2 business days. I told him that it need to be much more than a lower level rep/tech as the problems are significant. Strangely, I received a call at 10:15 am on a Sunday, which I did not appreciate. It was a woman from an Asian call center. I said to her, you have to be kidding me. She said it was escalated to her. I responded that I was told a high-level tech would come. She proceeded to ask me what happened. I scoffed, and said I spent 2 hours on line the day before, and you are asking me this? She said she did not have the online record. I asked to be escalated to someone in the US. I was, and it was a level 1 tech. She was kind, and even smart, but admitted this was way beyond her. She also said there weren't many notes in my file, because it was a network issue, not an issue in my unit, and that that department doesn't log repair issues. I said, "isn't that interesting." I said to her, what I've said to every person I've spoken to at Comcast -- "It's like everyone works on a separate island, and no one has a phone." I told her that I disconnected my auto pay because I was paying for what I wasn't getting. She she'd enter that and request a further refund, as I requested. She also told me she's work on the appt. It's now been 4 days since my call, and on one has come, or called to confirm an appointment.
I am so regretful I left Directv and AT&T. I thought I'd never say that about AT&T, as its customer service is abysmal as well, but at least they give me what I pay for. Comcast could learn a lot from Directv.
I intend to call my credit card company, and dispute every past payment to Comcast. I will also publish this story, along with pictures of my cable picture so people are well aware of what they may be getting if they order Comcast, and how Comcast trivializes such issues. And if they treat you like me, they will improperly charge you for installation and service calls (to repair their defective system and installation).
What Should Have Comcast Done Instead?
They also should have set my system up properly, including replacing face plates, and not leaving cable strewn across my living room. They should stay until the repair is complete, The installer was in a hurry and left before he finished. They should properly maintain records of all calls and actions, and stick to it until they diagnosed the problem and then fixed it. If they make an appointment, or call you and you call them back, they should dignify you by following through with their word. The fact that the district supervisor won't return my calls, even though he called me first, pretty much tells the story -- they just don't care.
Contact Michael at : whooped_cushion at yahoo.com
I received a triple play package offer, promising 12 mbps (with levels of 16 - 25 mbps). As I wanted faster broadband, I made the change, with some reluctance. It's been a horror story since day 1.
Bad Install:
The cable guy cut existing cables and left them hanging without ends. He installed triple splitters with empty ports on two splitters. He didn't tighten the coax cables properly. He was an hour late, and rushed off too early. He left the plates for my coax off at 2 different sites. He couldn't locate the comcast line, and he found it by routing into to lines off my directv routes, resulting in much longer runs. He needed to use my tools. He didn't bring instructions. He only gave me on HDMI DVR, even though I signed up and paid for 2. He gave me the old style boxes with deficient memory, and told me I had no choice. Both DVRs have been used and abused, and the remotes are totally worn out.
They gave my assigned phone number to another customer, so I had no phone for 2 weeks. The technician didn't bother checking for a dial tone.
He fraudulently charged me for an additional jack, even though he merely split the existing cable line -- he didn't even run cable.
It took 2 months before they coded my account properly to watch premium stations online. I spent a good 6 hours on the issue.
Cable/Broadband Quality:
From the beginning, broadband speeds were around 5 mbps, with frequent timeouts. TV picture tiled, And phone intermittently lacked a connection.
And it got way worse. After about 35 days, I called, and said things had become intolerable. Initially, they told me if nothing was wrong, I would be charged for the visit. Yet, they test the line and it revealed deficiencies. Cable guy came out several days later. At first he cold not figure out the wiring. Then he did. He told me that Directv line should not have been tied to, because of different coax rating. He also said it should not have been split multiple times. He checked signal at wall, and said was bad. So he tested another port, unused, and said it was good, but that I would have to tear into the wall so he could access the connection which has deep in the box. I tore out the wall the following day, and called him, and he returned. He connected to that port, yet failed to place a connector on the coax box, such it was just a cable. He ran 20 feet of cable across my apt, without any tacking or anything. The next day, I ran tests, etc. and realized nothing had improved. To add salt to the wound, my cable bill contained 2 service calls, totaling $90 dollars. Are you kidding me?
I called back, and representative concluded that they needed to send out a tech who could access the box. I asked for a supervisor, with the ability to work in my apt and at the box. I made an appointment, which they confirmed the day of. Nonetheless, they sent the same guy out as the first time, who admitted he couldn't work the box. He said his boss was in a meeting, The next day (and the 5th visit from the cable company), they went into the box, and learned that I had a bad connection. They tested the speed and it was bad. They said they couldn't figure out what to do, or how to fix, but that they shook things around, and finally the speeds increased. I commented, "are you sure that this is a proper fix?" They assured me it was.
It gets much worse. Speeds were strong for a few days, and then declined agin. TV and broadband continued to get worse. Most of the time, I receive on-deman errors. Speeds are slower and drop offs more quickly. So I escalated the matter to a district supervisor, Steve. Day later, Steve and his tech specialist, Perry, came to my home for the entire day. They set up a test line and hooked up a separate modem in my unit. Perry also tightened connections throughout my home, and said some of the splitters were bleeding the signal. By the end of the day, it was testing pretty quickly. Perry came back the following day, still trying to figure out what was going on with the main line, and it's slower speed, but could not. I asked it keeping the extra modem was an option, and assurances that I would not pay to rent it. He called in, and Comcast said I needed to pay $5. I didn't want 2 devices, and I certainly wasn't going to pay $5 more for Comcast's issues. He set up my original battery-back up modem, VOIP, and it tested fast now. He said he did not know what to do with the cable picture. I told him we could deal with that next, and that broadband was the most impt thing, as it was affecting my business.
Because of all my troubles, which wasted a good 20 hours of my time, and not providing the products that I ordered and paid for, Steve reversed 2 months of the bill for my triple play, and reversed the bogus repair calls.
After about another month, I called in, and said that the "repair," which was really a repair in name only, didn't stick, and that I assumed there was a problem in the box or on the line. I called Steve directly. He sent a tech out. Again, the tech did not have the ability to do the necessary things. So he came back the following day with another guy. They never even came to my apartment to see my tv picture. They claimed to change out my port, and fix the amp on the line, both which were impairing my signal.
The following day, things were the same. I called Steve again, and said it looked like things needed to be escalated further. I suggested that he just tell me if they couldnt fix it so we dont waste more time. He assure me he was determined. He told me escalated my ticket, including conveying all my information to his boss. His boss called me on both my phone numbers, but no one answered. I called back, and left a voice mail. I never heard back, so I called Steve again. He said, "yeah that's the right number.
I called a second and third time, still no responses. I called Steve back, and he said he was having some personal issues, and that he could not help me write now.
A few weeks later, my speeds were worse than ever. Under 2 mbps, with very frequent time outs. Worse yet, I was getting tiling on my TV that was so bad that I could not watch ball games or a number of other channels/shows. I have the proof on my DVR. The straw that broke the camel's back is that I lost 1/2 my local channels.
Consequently, I chatted on the online tech help. I called because every time I call, I get someone abroad, usually Mexico, and they don't know how to respond to these kinds of issues. I escalated the chat to a guy in Oregon. He was kind. He said he would reverse some charges, and have someone come to my unit within 2 business days. I told him that it need to be much more than a lower level rep/tech as the problems are significant. Strangely, I received a call at 10:15 am on a Sunday, which I did not appreciate. It was a woman from an Asian call center. I said to her, you have to be kidding me. She said it was escalated to her. I responded that I was told a high-level tech would come. She proceeded to ask me what happened. I scoffed, and said I spent 2 hours on line the day before, and you are asking me this? She said she did not have the online record. I asked to be escalated to someone in the US. I was, and it was a level 1 tech. She was kind, and even smart, but admitted this was way beyond her. She also said there weren't many notes in my file, because it was a network issue, not an issue in my unit, and that that department doesn't log repair issues. I said, "isn't that interesting." I said to her, what I've said to every person I've spoken to at Comcast -- "It's like everyone works on a separate island, and no one has a phone." I told her that I disconnected my auto pay because I was paying for what I wasn't getting. She she'd enter that and request a further refund, as I requested. She also told me she's work on the appt. It's now been 4 days since my call, and on one has come, or called to confirm an appointment.
I am so regretful I left Directv and AT&T. I thought I'd never say that about AT&T, as its customer service is abysmal as well, but at least they give me what I pay for. Comcast could learn a lot from Directv.
I intend to call my credit card company, and dispute every past payment to Comcast. I will also publish this story, along with pictures of my cable picture so people are well aware of what they may be getting if they order Comcast, and how Comcast trivializes such issues. And if they treat you like me, they will improperly charge you for installation and service calls (to repair their defective system and installation).
What Should Have Comcast Done Instead?
They also should have set my system up properly, including replacing face plates, and not leaving cable strewn across my living room. They should stay until the repair is complete, The installer was in a hurry and left before he finished. They should properly maintain records of all calls and actions, and stick to it until they diagnosed the problem and then fixed it. If they make an appointment, or call you and you call them back, they should dignify you by following through with their word. The fact that the district supervisor won't return my calls, even though he called me first, pretty much tells the story -- they just don't care.
Contact Michael at : whooped_cushion at yahoo.com
Comcast has done it once again...
Heather K writes:
Comcast has done it once again... Without letting me know they changed my service and charged me for 2 months in one bill. Not only have they done this with my cable service they did it with the internet in which I was told was going to be $20/ month, they have charged me $47/month and charged me for 2 months. And on top of the $280 for one bill they have also charged me $100 for me to go to the store and pick up the items and a technician to come out and flip a switch....Really, since when do Comcast technicians get $100/10min of work, seems a little extensive to me. I have been on the phone for 2 days and they want me to pay $160 for something I was originally only paying $65for without letting me know it was going up a $100. In this economy I would think a $100 jump in service for anything should warrant at least a warning or letter of change of policy/service. Come on Comcast... we know you are making billions on something that costs nothing... so learn to help your customers out... not screw them every chance you get!!!
What Should Have Comcast Done Instead?
Some type of notification of change in services, so I would have the opportunity to choose what service I wanted and if I could afford a $380 bill in one month.. which by the way I am not sure anybody can afford, especially not a police officers family raising 3 kids.
hkylen at yahoo.com
Comcast has done it once again... Without letting me know they changed my service and charged me for 2 months in one bill. Not only have they done this with my cable service they did it with the internet in which I was told was going to be $20/ month, they have charged me $47/month and charged me for 2 months. And on top of the $280 for one bill they have also charged me $100 for me to go to the store and pick up the items and a technician to come out and flip a switch....Really, since when do Comcast technicians get $100/10min of work, seems a little extensive to me. I have been on the phone for 2 days and they want me to pay $160 for something I was originally only paying $65for without letting me know it was going up a $100. In this economy I would think a $100 jump in service for anything should warrant at least a warning or letter of change of policy/service. Come on Comcast... we know you are making billions on something that costs nothing... so learn to help your customers out... not screw them every chance you get!!!
What Should Have Comcast Done Instead?
Some type of notification of change in services, so I would have the opportunity to choose what service I wanted and if I could afford a $380 bill in one month.. which by the way I am not sure anybody can afford, especially not a police officers family raising 3 kids.
hkylen at yahoo.com
Ted Writes ...
I had my breach on my bank account card which I use to pay bills. It was a tedious process to have money put back and I ended up being behind on most of my bills. My Comcast bill was due for two months of service and I'm at the mercy of my bank and current paycheck to cover my home, food, insurance, etc. and was sweating bills. Comcast called daily wanting their money, which I understand. A service rep came to my residence and terminated my service, which I also understand, and the next day I get a letter from their collection dept. Ironically I was deposited the stolen money the next day by my bank and had already been issued a new card.
I called Comcast collections to pay in full and was after going through their system for payment of $192.24 with my new card, I was prompted an error had occurred. I called the 1-800-COMCAST and the agent I spoke to said he was able to take the payment and issued me an authorization number once paid. The next day I logged into my bank account and seen that $192.24 had been taken twice...once from their collection and once from the agent I spoke to.
On 4/12/2010, 2:30pm MST, I talked to Zach in Billing and was told it will take 2 weeks to receive a check and 2-3 weeks longer if I wanted them to put it back on my bank card, which I elected for to receive a check.
On 4/28/2010, 4:00pm MST, I spoke with Susan in Billing and she said the paperwork process took until 4/24/2010 to be received and no check has been cut. She said from 4/24 it takes 2 to 3 weeks for the refund to be printed and mailed.
On 5/28/2010, 3:30pm MST, I spoke to Marci in Billing and she said they have not cut the check and that she does not understand why this could be. She clicked away at her computer telling me she was inquiring about why; I don't know to whom she was talking to. After her typing, she told me I need to get a copy of my bank statement showing the two payments taken and fax this to Seattle along with my bank account number and a tracking number 371.3011XXX (X being other digits) to the fax number 303-356-7487. I told her 303 area code is Colorado, where I live and not Seattle. She does show on her computer the amount owed to me, so why they need my bank account number is beyond me and beyond my comfort level knowing the problems I had just went through, and I'm to fax this info to who knows where in Colorado; Marci thought it was Seattle and could not give me a number to billing in Seattle. I can't trust sending my bank info them for fear of losing more money. I owed them and they called daily until I was able to pay and I lost my service. Now they owe me and I have no recourse other than waiting. Can anyone help if they've had a refund issued and how it was resolved?
Comcast associates you can contact Tom at "tedbuffington at gmail.com" .
I called Comcast collections to pay in full and was after going through their system for payment of $192.24 with my new card, I was prompted an error had occurred. I called the 1-800-COMCAST and the agent I spoke to said he was able to take the payment and issued me an authorization number once paid. The next day I logged into my bank account and seen that $192.24 had been taken twice...once from their collection and once from the agent I spoke to.
On 4/12/2010, 2:30pm MST, I talked to Zach in Billing and was told it will take 2 weeks to receive a check and 2-3 weeks longer if I wanted them to put it back on my bank card, which I elected for to receive a check.
On 4/28/2010, 4:00pm MST, I spoke with Susan in Billing and she said the paperwork process took until 4/24/2010 to be received and no check has been cut. She said from 4/24 it takes 2 to 3 weeks for the refund to be printed and mailed.
On 5/28/2010, 3:30pm MST, I spoke to Marci in Billing and she said they have not cut the check and that she does not understand why this could be. She clicked away at her computer telling me she was inquiring about why; I don't know to whom she was talking to. After her typing, she told me I need to get a copy of my bank statement showing the two payments taken and fax this to Seattle along with my bank account number and a tracking number 371.3011XXX (X being other digits) to the fax number 303-356-7487. I told her 303 area code is Colorado, where I live and not Seattle. She does show on her computer the amount owed to me, so why they need my bank account number is beyond me and beyond my comfort level knowing the problems I had just went through, and I'm to fax this info to who knows where in Colorado; Marci thought it was Seattle and could not give me a number to billing in Seattle. I can't trust sending my bank info them for fear of losing more money. I owed them and they called daily until I was able to pay and I lost my service. Now they owe me and I have no recourse other than waiting. Can anyone help if they've had a refund issued and how it was resolved?
Comcast associates you can contact Tom at "tedbuffington at gmail.com" .
Comcast , Get Your Story Straight
I had recently moved and had been without any sort of TV for a couple of weeks. I decided to give Comcast a try, because it was a good price. I called and set up an appointment for Comcast to come set everything up at my house, and when they guy came he said he was unable to set it up, becuase the lines did not run near our house. He told us that we could wait a couple of weeks for service, or ask for a refund. I decided to go with another service provider and was told from Comcast I would recieve a check within 30 days. So far it has been over 60 days and calling 1-800-COMCAST does absolutely nothing. I have called around ten times and get a different answer each time. I have been told I will get a check in the mail, that it will take 30 days, then 30 more days, and also i will be refunded to my account. So far no money from Comcast has come in the mail or been credited to my account. This is crazy to me, because i never even recieved service.
What Should Have Comcast Done Instead?
I wanted them to give me a straight forward answer saying why it takes so long, and exactly how i was going to be refunded. It seems everyone tells me a different thing.
Heather Dusch hdusch@gmail.com
What Should Have Comcast Done Instead?
I wanted them to give me a straight forward answer saying why it takes so long, and exactly how i was going to be refunded. It seems everyone tells me a different thing.
Heather Dusch hdusch@gmail.com