Review by houblues 
UPDATED: 1.7 years ago
member for 4.9 years, 190 visits, last login: 7 days ago
 Houston,Harris,TX
 Contract price not specified.
 "Nothing"
 "Service Delivery, Tech Support"
 "I couldn't wait to escape"
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I inherited Comcast when Time Warner swapped areas with them. I thought Time Warner was decent but not great, however in comparison to Comcast they were fantastic.
Problems started as soon as Comcast took over. Speed immediately dropped, and line quality tests showed severe loss at various points to both coasts. Calls to tech support were useless. Always the same old drill - have a tech come to the house two days in the future, he twiddles, nothing changes.
I went through this about six or seven times over the course of a year. The last few months I took the approach of telling the phone rep that I was on the verge of cancelling (which was true) so they should give their best effort or escalation at this point if they wanted to keep the account. That didn't change their approach, they still sent the level 1 tech two days later, etc.
I never thought the problem was on my end, and the house visits never found any local problem. I made both points in every call for support. However they never took any other strategy to solving the problem, or offered any other options.
The "kicker" was during the next to last call- the phone support rep said that only the tech that visits the house can escalate a problem, so I should have been pressing my case through them rather than through phone channels, as I had been doing for a year! Thanks so much for the heads-up! However, when I called to cancel the service for real, having already contracted with another provider, they then offered to elevate to an actual senior technician. Way too little, too late in light of all the previous calls!
Never, in the yearlong process of my leaving, was there any recognition by Comcast of how to effectively relate to the customer, or solve my problem. . For example, when I finally did cancel, stating up front that I had ALREADY switched service, the cancellation rep first tried to get me to stay by offering discounts on the crappy service. Then they offered escalation to a real troubleshooter, for the first time in a year of problems. The scripts the operators follow are obviously written by a very cynical person, interested in revenue maximization, not service.
I dreaded each call to them because I knew it would be a new adventure in dealing with the clueless. I was never disappointed, it was like talking to an illogical robot. I am SO glad to be free from this company.
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