It's been an interesting two weeks. I feel something like a father confessor and something like Miss Lonelyhearts, the advice-to-the-lovelorn columnist in Nathaniel West's novel who could not separate himself from the tragic lives of his correspondents.
I wouldn't suggest entering a Comcast facility and smashing everything in sight with a hammer, but I understand the impulse.
Here are my favorite 10 comments so far:
Customer #: 8495741016863916Yes!! I posted my comment on Oct. 12 and I had a message from someone that weekend! I am pleasantly surprised. She offered to remove the $37 upgrade fee or service fee - some kind of fee - when they came out to upgrade my service. I will check my next statement to see if they stick to their word. Thank you "comcastmustdie" and thank you ComCast for making it right. :^)
October 18, 2007 11:28
i wish mona was my grandma
October 18, 2007 11:24 AM
October 18, 2007 3:24 PM
http://www.cablerant.comIf you think some of these confessions are bad, check out the Employee Rants at www.cablerant.comThese employees are pissed off.I would be too if I worked for one of these companies.
October 18, 2007 8:56 AM
This is the worst job I have ever had. All they care about is money. I work in a department that is very incorrectly named "Tier 2 Tech support". Basically I get yelled at by you guys all day because Comcast sucks. I get paid a measly 13.50 an hour with my Bachelors in computer science and a few other straight out of highschool kids here are making the same. All they care about is money.
When you call in swearing and yelling at us they dock us points if we dont try to see to you. No matter how mad they are they still expect us to sell. When you call and we put in a "ticket" and say we will call you back its because they wont give me access to the tools that I know how to use that I could fix your problem right then and there with. They would rater have a seperate department that we need to have look at it you you have to spend a little more time paying for service that you can't use. Comcast sucks.
October 18, 2007 12:30 PM
Update on my October 12 posting at 9:49AM...This site is fantastic. Quickly after making my post I received 3 phone calls from Comcast:
(1) a fellow named Mark called from corporate, left his number and told me I would be contacted by someone from my local office,
(2) a call from Gwen who was at the local office letting me know who specifically would be handling my case, and finally
(3) Rebecca who was handling my case. After some phone tag (due to my schedule - not Comcast's fault), I was able to connect with Rebecca today who had gone through my bill, corrected all of the charges and let me know my new monthly balance. She also made sure that I was creditted for past charges and called to let me know how much my new statement amount was so that I wouldn't overpay.
All in all, I must say that Comcast is trying and I am now much more pleased with the Customer service provided by them. I hope that Comcast does everything they can to hire and retain more "Rebeccas!"
October 17, 2007 11:55 AM
This is in response to this post:"This site is fantastic. Quickly after making my post I received 3 phone calls from Comcast:...I hope that Comcast does everything they can to hire and retain more "Rebeccas!""Does it have to come to this?
A company with 25 million paying customers would have to be goaded into good customer service only after a negative publicity? Other customers had to involve the BBB and the state's attorney generals. Does this show good corporate citizenship? In my opinion, no. Comcast should do much better, and competition will force it to do so.
October 18, 2007 3:14 AM
Glenn Fishbine said...
We looked out the window one day to see Comcast digging a massive hole in our front yard. When asked, they said, "we're improving your service." Nice, but the hole is down-stream from our access point. When finished, we asked, "will you replace the lawn." They left. Called customer support.
A few days later, some guy came out, sprinkled grass seed on the lawn and plowed it under with his shoe.Then a few weeks later, a NEW hole had to be dug in our yard. More grass seed, more shoe plowing.Comcast has destroyed our yard.
Shopping for SAT TV now.
October 18, 2007 8:06 AM
Victor Yuschenko said...
Here is a letter I sent to David Cohen, executive VP of Comcast, this summer. I am amazed at how similar my experience is to others on this board.-----------I am writing to tell you about the Single Worst Customer Experience of My Life, courtesy of the fine men and women of Comcast.
This story has it all – shocking lack of competence, outright lies, and a customer service system that can best be described as Soviet in its hopeless ineptitude and ability to drain time and destroy souls. Mr. Cohen, I write to you because you are a man whom I respect, and who has tackled the Philadelphia city budget, which may be the only structure west of the Iraqi parliament which is more brazenly dysfunctional than the Comcast customer service system.
Mr. Dougherty, I write to you because you apparently have the unenviable task of herding the motley collection of dispatchers and technicians in the Wilmington, DE area.Let’s cut to the highlights, shall we?I have had no digital voice service for 4 ½ weeks. More important to me, except for maybe 1-2 days of isolated connection, I have also had no Internet service. Given that my girlfriend and I both work from home upon occasion, this lack of service directly affects our ability to earn a living.
To say that I have made an effort to have you resolve these issues would be like saying that Jeffrey Dahmer has a few minor personality issues. To be more specific, I have spoken to Comcast twenty times. Two-zero. That’s not puffery – that number was confirmed by Brian (ID #9FN) in your (Kafka- or Orwell-esque) “retention” department. But here’s the really infuriating part. Over the past week, Comcast technicians have failed to show up for four scheduled appointments. No call, no rescheduling – just flat-out didn’t show. A quick recap of your efforts from the week of June 18, 2007 looks like this:
• Thursday, June 21 – I’m scheduled for first block of appointments in the morning. The technician was supposed to call my cell phone 30 minutes prior to arriving. The technician never called and never showed. When I called back the evening of the 21st, I was told that there was never any appointment in the system. I rescheduled for the following day, June 22.
• Friday, June 22 – Scheduled for first block of appointments (again). Tech never showed (again). I called that afternoon, and was told that a technician could come out between 5:30 and 7:30. The technician shows up at 8, does some work, and tells me the problem is fixed.
• Saturday, June 23 – Internet and phone are out again. I call customer service and am placed on hold for almost 40 minutes. A representative tells me he’ll send someone out tomorrow (Sunday) between 5:30 and 7:30. I give them my cell phone number so they can call 30 minutes in advance.
• Sunday, June 24 – At 5:45, I call customer service to confirm the appointment. I’m told the appointment has been cancelled… because the technician tried to call me and no one was home. The problem? He called the (broken) home phone line! I say fine, send him out now, since I still have plenty of time in my designated 5:30-to-7:30 “window.” I’m placed on hold for 20 minutes while the representative talks with his supervisor (or surfs for porn on the Internet, or whatever it is he does). At about the 21-minute mark, I’m disconnected.
• Sunday, June 24 (continued) – I call back and talk to a nice young man named Amir. He sincerely apologizes, but all the technicians have been sent home for the day. Amir informs me that he spoke to the dispatcher in my area, and that dispatcher claimed he tried to call both my home and cell phone numbers. This is a blatant untruth. The best he can do, Amir says, is to set me up for a new appointment tomorrow, between 10:30 and 12:30. I give him my cell phone number, and make him read it back to me. The tech is supposed to call 30 minutes in advance on my cell phone before showing up.
• Monday, June 25 – Given past history, I call customer service at 10:45 a.m. to confirm my “window” of 10:30-12:30 and that the dispatcher has my cell phone number. Their response? “That appointment was for yesterday. We don’t have anything today.” Jesus weeps.
• Monday, June 25 (continued) – I receive a callback from the local dispatcher, who informs me that the technician will “probably try to be there by 1:00,” but he can’t make any guarantees. I inform the dispatcher that my time frame was 10:30-12:30; he responds that that is the best he can do. To his credit, the dispatcher does show up around 12:45. The problem is fixed … for now.I have spoken to Michelle in your office and informed her of this twisted chronology. She was kind enough to credit my account for my difficulties. However, even by the distressingly low standards of today’s customer service systems, this entire episode stands out as being truly exceptional – exceptionally bad. Indeed, once-in-a-lifetime bad. I sincerely hope your company is able to improve its customer service and dispatch systems. If not, you’ll lose a lot of customers – myself included.Sincerely,[name redacted]
October 18, 2007 8:56 AM
Mona Shaw is a menace who needs to be locked up. She got off lightly because she's old, female, and white. I'm young, male, and black, and if I'd done what she did, no worries about jail, the Manassas police would have just shot me dead.Yeah, Comcast sucks and blows at the same time, but go after them with a lawyer, NOT a hammer. Oh, one more thing, if you're seriously contributing to her legal defense fund, you need to just send me all your money, because you're obviously not competent enough to be trusted with it.
October 18, 2007 8:22 AM