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I Hate Comcast: Updated

Ginger — Tue, 16 Sep 2008 15:53:02 +0000

Frank from Comcast (comcastcares on Twitter) really came through for me. I came across his Twitter profile over the weekend and thought, “what the heck is Comcast doing on Twitter?” Then I read his responses to other Twitter followers and he was doing a great job of helping them solve anything from technical problems to rampant customer service issues. He just seemed nice and really helpful.

Having just gone through my own issues with Comcast earlier in the week, I was almost tempted to let loose a rant via direct message but he seemed like a nice guy. So I sent a message him stating that I had a post going live on Monday about the Comcast issues here in the DC area because, well, it’s just a different breed here. If you read that post then you know where I’m coming from on this issue, better yet, if you live here and have Comcast we are –>here<–

Frank replied that he’d really like to help and told me to send me the account number and so I did. I also sent him a preview of my post to give him an idea of what I’d been dealing with. My husband was to also send him a copy of the letter we were planning to send to Comcast but Frank said those go to him anyway. Well, the next day we received a call from Rick, who credited our account the balance we were due because of a billing issues.

They deducted $314 from our account when they told us previously no longer had direct debit set up with them. Our bill was $314 because the system stopped debiting the account balance and that became 2-3 months of overdue cable bills based on a promotion. So we asked for the current promotions and if they could retroactively credit our account, hey if you want something why not ask for it. After a few calls about the billing and other technical issues related to the Internet service, one rep stated that he would credit the account retroactively. We even made a payment to satisfy the bill. All was to be well.

They still deducted $314 through the direct debit we had been told was nonexistent.

Now do you see why I was pissed? And, make no mistake, in all my years of dealing with Comcast, I knew we weren’t getting a refund and what made it worse is that I wanted to leave and go to Verizon.

Rick/Frank were able to review the account see that we were having problems in this respect. I was surprised because of the speed and attentiveness these guys brought to our situation. Having gone through the motions with the call center reps was draining and so this was a breath of fresh air and those guys need to be heading the customer service training department at Comcast. Seriously.

I am happy with the service I received from Frank and Rick, still Comcast has a lot of work to do. Nevertheless I am happy that they are working on these issues one customer at at time because it’s easy to conclude sometimes that perhaps Comcast doesn’t care, when in fact they do.

So if you need help around your Comcast issues, please don’t hesitate to contact Frank on Twitter and see if he can handle it for you.

20 Reasons Why I Hate Comcast

Ginger — Mon, 15 Sep 2008 09:00:25 +0000

Never have I experienced such ineptitude and lack of customer service in all of my adult life. This company has managed to grate my last working nerve and I have had it. Our Internet doesn’t work, they don’t have phone service in our area and the cable sometimes kicks out depending on what’s going on over on their end. When we do call to have them come over to fix the issue? The dispatcher tells us on three separate occasions that the tech was here but that we were not home. How about we were standing outside with the lights on waiting for him?

After a long battle with them, they did give us a credit which leaves us without a bill for 2 months. But Comcast wants to charge $150+ for cable and Internet when FIOS will give us all three: phone, internet and cable for $104.99.

Guess where we’re going come November?

So today, rather than continue to be patient and take their crap Im going to list 20 reasons why I hate Comcast.

1. Customer Service Representatives lack training in the very basics of human interaction

2. They lose your payment and heaven forbid you didn’t keep the payment receipt you were given in person because they sure didn’t keep a record of in in their system or hard files

3. Customer service representatives that hang up on you when they’ve determined that they dont understand your issue because their colleagues dont know how to note accounts in an effective manner

4. Reps don’t notate accounts.

5. Reps have to be played back supervisor callbacks from my personal voice mail because said supervisor did not note the account

6. No consistent set of rules for engaging around customers and Comcast policies. Julie is able to credit me but Joe Bloe supervisor cannot.

7. They lie.

8. They lie.

9. Did I say they lie?

10. They run local ads touting customer service but the same manager has no idea about what goes on during service hours between customers and representatives

11. Comcast consistently forgets that FIOS is in town and since customers dont have contracts with Comcast, they can easily jump ship

12. The only thing they are good for is the NBA Package and that was the only reason why my husband petitioned for us to keep them. He is so fed up he is willing to miss his Knick games just to not have to deal with the madness and crappy service that is Comcast

13. When waiting for a technician to arrive, one must wait for the customer service agent to EMAIL NOT CALL the dispatcher who then has to call back the supervisor who must then call you back to let you know where the tech is in route? How about just calling the dispatcher directly? Common sense isnt so common at Comcast these days.

14. They know they suck and give out credits instead of working to FIX the problem

15. The quality of their employees are at an all time low. EVERY SINGLE person I have been in touch with their over the last 3 weeks has been unprofessional or unable to complete some of the very basic tasks required of them such as correctly noting an account or applying a credit

16. The auto pay function decides to stop working mid string and then miraculously starts working when it decides to turn on and actually work.

17. The same auto pay function after being removed from the account, debits your account after paying the balance over the phone with the customer service rep

18. The technicians poorly represent the company as they are often contractors with no real dedication to representing the company in a professional manner. Why are you in my house at 12am asking me to feed you because you’ve been here for 4+ hours because you cant do your job and fix the Internet?

19. The technicians curse out the dispatchers in front of you and then quit on the spot and proceed to tell you “sorry, I been dealing with this isht all day and they gonna have to fix this for you, I’m out!”

20. When calling into the customer service call center, you can hear the reps in the background talking about some recent drama in their lives. Do I really need to hear that? I don’t want to hear about how you put it down in your man last night and I certainly dont want to know what color thong you had on either!

Need I say more? if you’ve been screwed with no lube by Comcast here’s some information that’ll make your day:

Contact the Executive Offices at: 1-215-665-1700 or 1-215-665-2278. It always is beneficial to get as high up the food chain as possible with large corporations. Just remember to always stay calm, be polite and be concise….don’t ramble. Again, notes are helpful. Tell them you want to file a formal complaint and be specific about the issues involved. Again, log any names of people you speak with. This will probably yield no results again, but is an important step in the process.

3) Write a formal letter of complaint to the top management of Comcast. Be very nice but firm, keep things concise and to the point. Try to keep it to one page if possible, two at the most. Start with Brian Roberts, the CEO. Send cc’s to the rest of the management team and to each of the directors of the board.

The names of the management team and board of directors are available here:
»www.cmcsk.com/phoenix.zhtml?c=11···ovManage

Send the letters to the management team c/o
Comcast Corporation,
1500 Market Street,
Philadelphia, PA 19102

So, try the email complaint route at www.comcast.com. And, here’s the phone number that I used: 1-800-593-9692

Questions: Have you had any run-ins with Comcast? How did you handle it? Do you hate them as much as I do?

Get a $50 AMEX Gift Card for signing up with Verizon FIOS

Ginger — Tue, 15 Jan 2008 10:00:34 +0000

There’s a catch.

You have to set up your installation for their first available Tuesday, Wednesday, Thursday of the month. Seems pretty simple for $50. Even though our order isn’t complete because we want the quoted discount per the contractor that came to our house a few weeks ago, its still a good deal.

We don’t want the bundle because my husband wants the NBA League Pass only available through Crapcast. We also don’t need their Freedom Choice plan because we have the lowest available for roughly $12 a month which is just to make sure that our alarm system has a line to call out should we experience a break in. So we just want FIOS Internet for $34.99 and not $39.99 per the telephone sales rep I just talked to. But I hate Crapcast so much that I know I will call back tomorrow to set it all up through Verizon. After all, they are giving me an unexpected extra $50.

Frugality ROCKS!

**Update**Â

We told Crapcast that we were going to leave them for Verizon FIOS and they lowered our cable and internet bills.Â We now pay $19.99/month for Internet and $24/month for cable which includes all the premium channels.Â They said over 30,000 people left them for Verizon FIOS.Â ROFL!!!!

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