[Bill] Advice for dealing with Comcast Billing Issues
I have been a Comcast customer for nearly 15 years and I have always had relatively good service from them. That was until April, 2010. Something in their system changed suddenly one night when all the digital boxes in the neighborhood reset (or at least everyone that I spoke with in the neighborhood). After that, the quality of service we received was terrible.
Customer service was still terrific and they really tried to resolve our issue, but it wasn't until the second week in December that we were able to get our internet and television service to work correctly.
I have spoken with a couple of customer service reps that indicated that I should receive a credit for months that I was unable to use services like Digital High Def, Premium Channels, DVR features, etc. They all indicated that I should wait until the problem was completely resolved before requesting the credit.
Now that the issue is resolved, what is the most effective way to approach Comcast to get the credit for months of service they were unable to provide and for issues they were unable to resolve? Before I jump into this, I was hoping that someone had some advice. I have everything pretty well documented/recorded and I'm working out an explanation of what the problem was and how I managed to resolve the issue myself, but I would just like to avoid conflict when being compensated for the services they weren't able to provide.
I still love my Comcast service and their Customer Service has been terrific, even if not effective at resolving this issue. So Any advice would be greatly appreciated.
Conscious Neglect Equals Perpetration.
First off their should have been tech visits that will be on record and they pretty much know where the service is down so it being out that long sounds fishy to me their phone would have rang right off the hook until they had to shoot it and put it out of its misery.Customer servive all they can do is reset a modem or box they should have had a tech out their is not "they tried".I mean if you say it was out that long and have it documented or whatever its a law suit if they don't give credit,you only pay for something that is working.Your saying you found the problem for the whole area or everybody you talked to and fixed it yourself is that what you said? their is no conflict when your telling the truth and they will have a record of it because if the house could not get signal because of something you tried installing outside or something that is not comcast. To make a long story short if your telling the truth and have records their is no conflict get them on the phone and tell them you want your credit nicely and at the end of the call tell them the next call won't be as friendly if u have not got your credit.All those features you were missing can be done from by using the wrong jumper somewhere that won't carry the frequencies and something is fishy.
If maint tech visits are recorded, no CSR is going to be able to find them trust me, field techs from the actual service area can't find out 90% of the time if there was a node issue, much less some desk jockey in some foreign city.
That said, call in request the credit, if they give it to you, you're done. If not, register a complain with the federal trade commission, and give them a month, the form latter saying get your shit straight or we mediate a "trial" usually motivates someone to clear your issues up. $500 lost is better than paying 3K+ to a gd lawyer for trial expenses any day.
|reply to jaseinatl |
What have the techs said that have been out? what did you fix that fixed the problem for the whole area?
RoboticsSee You On The Dark SidePremium
|reply to jaseinatl |
Best thing to do is, if your "local" office is close to you, then I would suggest going there in person, and get it done there.
If your "local" office is a long ways off (mines some 60 miles one way) then I would call the 800 number and select the billing option and talk to them.
If you get no where talking to billing or feel unsatisfied with the results, then call their head quarters in Pa. Jot down as much info as you say you have been doing like the day you called(s), time, etc.
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