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Letter to Comcast Customer Service

I had the triple play package installed last Thursday, 1/25. This was after you had confirmed a date of 1/20/06 and then failed to record it properly so I had to reschedule twice.

The pacakge should have come with the enhanced cable. The evening it was intalled, I had all the channels I was supposed to have. Friday night when I turned the TV on, I had no channels from 21-99. I then called Comcast customer service. They told me all the computers were down and I'd have to call back in three to four hours. I was leaving until Sunday night so I assumed the problem would be fixed by then. When I returned home Sunday night I found I still had only the Basic Cable Channels. So I called Customer Service again and told me the servers were being updated and there was nothing they could do for me. So I called back Monday night and was told they were sending a signal through to my cable box and I should wait an hour and call back. After the signal went through, I was left with only two channels, 3 and 100. I called back again and was put on hold and subsequently disconnected 4 times and had to dial all over again. When I finally got through on the fifth time, they tried to send a signal through again to no avail. I was then told they would have someone from tech support call me in 4 hours which would have been after midnight. That call never came. In the meantime, I called back and spoke to a different rep who told me the best way to handle it was to have a tech come to my home. I explained that I left for work at 8 am and did not get home until 6 pm. When I got the package installed, I had to ask my girlfriend to come from 2 hours away to stay at the house until the install was done. That is no longer an option for me because of her work schedule. So we scheduled an appointment for 6:30 this evening. An hour or so ago, one of your reps called me at work to tell me the tech was at my house. I informed her that my appointment was for 6:30 not 1:30. The tech said the work order said the appointment was anywhere from 8 am to 8pm. I said this was not the case and the tech said he could not come back at that time. The rep then said it was my responsibility to reschedule. OK, two questions: 1) What part of "I work from 8-6 do you people not understand?" and 2) Why is it my responsibility to reschedule for a service that I'm paying you to provide?

So far I've been happy with the Phone and hi speed Internet service but I have to say that the customer service for your cable just sucks. Sorry to be so blunt. If this ever gets resolved, I refuse to pay for the days of service I did not recieve. If it does not get resolved soon, I'll assume you folks are not interested in fulfilling the terms of the contract and find someone else to provide these services. I went with Comcast because you had a good reputation and the price seemed very reasonable. But I'm beginning to think it's just not worth the hassle.

Wander

Comments

( 4 comments — Leave a comment )
celestialmarvel
Jan. 30th, 2007 10:24 pm (UTC)
I keep seeing this package on T.V. Comcast sucks in general, I hate talking to their customer service.

And yet my roommates and I still have comcast, I guess I don're care right now because I don't have to deal with talking to them.

GOod luck, I hope that you get this resolved.
wander
Jan. 31st, 2007 05:28 am (UTC)
They are coming in the morning. I told my boss I'd be working from home tomorrow morning. Well I brought my laptop home anyway.

W
redsgoddes
Jan. 31st, 2007 12:23 am (UTC)
Wow.. That more then sucks. I'd be livid. We don't have them, guess now that I've read this, we never will.

Hope you get it straightened out.
wander
Jan. 31st, 2007 05:29 am (UTC)
I was being all sarcastic and stuff last night. I had to watch myself at work though.

W
( 4 comments — Leave a comment )

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wander
Wander aka StoneBear
Bear Dancer Studios

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