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.
