how-to block ads
|
1 edit | [Cable Box] 4 next day promises in 3 weeks, no cable box. My condo upgraded to to HD, I called in and requested 2 HDMI boxes (and bought a couple of large flat screens). I received 1 HD HDMI unit. I've called 3 more times inquiring about the second unit, each time they've discovered that the had not been sent, but they don't know why. Each time they promise to have a box at my home the following day. I wait for a couple days each time, no box. On one of the occasion they sent me an empty carton to send back my old analog unit (which I did the next morning), but no replacement unit.
BUT... they have been charging me for a second unit since my first call, 3 weeks ago. Charging for a unit and service that have not been provided. (OK, it's only $1.99 per month for the first year, but it's the prinicple.)
My next step.... Monday: calls to upper management offices (VPs Butz, Watson, Strahan, Jenckes...) | | |
|
| Re: 4 next day promises in 3 weeks, no cable box. For me I would just drop by and pick up one. It easier and faster.
--
Caddy | |
 fuziwuziNot born yesterdayPremium
join:2005-07-01
Atlanta, GA | said by Caddyroger:For me I would just drop by and pick up one. It easier and faster.
Yes, forget about the inept and disrespectful-to-the-customer treatment and just go do their job (that they're being paid for) for them. /sarcasm
--
Teabaggers: Destroying America is Priority #1 | |
 camperPremium
join:2010-03-21
Bethel, CT
 ·Comcast
| said by fuziwuzi:Yes, forget about the inept and disrespectful-to-the-customer treatment and just go do their job (that they're being paid for) for them. /sarcasm
That may be more true than you think.
Maybe Comcast has stumbled upon a new money-saving business tactic, i.e., make the phone-based customer service so bad that the customer gives up and goes to the local office. That will cut down the need for those expensive call centers. And it is a nice positive feedback loop. The more call center funding Comcast cuts, the fewer customers use the call centers, so that means even more call center funding cuts
The same goes for shipping departments. Really, just do not have a shipping department, even though you say you have one. Eventually the customer gets frustrated at not receiving what was supposedly sent, and goes to the local office to pick it up.
What a concept - the financial benefits of poor customer service. After all, as I've been bluntly informed here previously, Comcast is in business not to make customers happy, but only to generate profits for its shareholders. | |
| I do not count shipping boxes out as customer service. I wish that they did have shipping then may be I would not have to pay $5.00 more a month because some is to lazy to go pick up.
--
Caddy | |
| reply to channel 13
Re: [Cable Box] 4 next day promises in 3 weeks, no cable box. TUESDAY, OCTOBER 1, 2013.
I was contacted Monday morning, 9-30-13, by a representative who acknowledged that that there is a problem. Since 9-04-13 I'm being billed for a second outlet and the shipping of 4(!) units that were never actually sent. Apparently each of the 4 orders were entered, but the units were not shipped for unknown reasons. Rather than make a 5th attempt to send a unit to me again (since that doesn't work,) he stated that he would check into having one dropped off by an installer, as Jenny from Tom Karinshak's office had suggested in her phone message on 9-29-13. He stated that he would call me back. He did not call back Monday. Or Tuesday.
I've been waiting for almost a month for a unit that was initially supposed to have arrived on 9-05-13.
As far as the shipping charges, I was told when I ordered the first time that overnight shipping would be free (a special they were running). On the following three occasions I was told the unit would be shipped and arrive in 2-3 days. I explained the original deal to each of the call takers, each one checked and confirmed that the unit could indeed be overnighted at no charge. Yet, they were not sent, and I have been charged for shipping of 4 units. I doubt that I am the only customer with this problem, there is a flaw in the system that must be located.
My request: assign a specific person to follow up, and report back. Comcast has plenty of installers in this area. Have one drop the package off at my condominium building. The guard at the front desk will sign for it, enter it into the log, and insure that I receive it. I do not require an installer to hook it up, I do not have to be home when it's delivered.
Next adjust my bill accordingly, and maybe throw in some free movies (my general cable bill is payed by the condo association).
Can this be done on October 2, or is Comcast planning to wait a couple of more days to make it a full month... | |
1 edit | reply to channel 13
Date: Wed, 2 Oct 2013 12:03:20 -0400
My Initial Inquiry: Date: Sun, 29 Sep 2013 10:20:16 -0400 :My condo upgraded to to HD, I called in and requested 2 HDMI boxes (and bought a couple of large flat screens). I received 1 HD HDMI unit. I've called 3 more times inquiring about the second unit, each time they've discovered that the had not been sent, but they don't know why. Each time they promise to have a box at my home the following day. I wait for a couple days each time, no box. On one of the occasion they sent me an empty carton to send back my old analog unit (which I did the next morning), but no replacement unit.
BUT... they have been charging me for a second unit since my first call, 3 weeks ago. Charging for a unit and service that have not been provided. (OK, it's only $1.99 per month for the first year, but it's the principle.)
Comcast Response:Date: Sun, 29 Sep 2013 10:20:16 -0400
From: (email removed) comcast.com
To: (email removed) @hotmail.com
Subject: Re: Comments for (personal information removed)
Dear Mr. (removed)
Thank you for contacting the Office of Tom (removed), my name is Jenny. I will be more than happy to help you. I certainly apologize for the difficulty you’ve experienced with not receiving the second HD box. I’ve had a similar situation myself, so I can definitely understand your frustration.
We reached out to you by phone but were unable to speak with you directly.
In order to further assist you I will need to verify some additional information. We ask this for the protection and security of your account. Could you please respond back to this email with the following information or send some available times for us to call you?
Full Address where service is provided AND
Account Number
Once this information is received, we will be able to review your account details and work towards resolving your issue as quickly as possible.
I know that your experience has prompted you to strongly consider a decision of whether or not to switch to another provider. You are a valued customer here at Comcast and we would definitely like to retain your business. Thank you for allowing us the opportunity to reach a resolution for you.
Thank you,
Jenny
Office of Tom (removed)
My Reply:
Hi Jenny,
Thanks for contacting me. Sorry I missed your call (it was a beach day), I will be home for the rest of the day. I will be home tomorrow (Monday), I'm having some work done in my condo that I must be present for.
I appreciate your help, I've been getting nowhere by calling Comcast. Everyone I've spoken to has been friendly and tried to be helpful, but there's an obvious communication problem somewhere in the system. Odd for a communications company.
(Included personal info: Name, account number, address, phone.
My Next Response:
TUESDAY, OCTOBER 1, 2013.
I was contacted Monday morning, 9-30-13, by a representative who acknowledged that that there is a problem. Since 9-04-13 I'm being billed for a second outlet and the shipping of 4(!) units that were never actually sent. Apparently each of the 4 orders were entered, but the units were not shipped for unknown reasons. Rather than make a 5th attempt to send a unit to me again (since that doesn't work,) he stated that he would check into having one dropped off by an installer, as Jenny from Tom (removed) office had suggested in her phone message on 9-29-13. He stated that he would call me back. He did not call back Monday. Or Tuesday.
I've been waiting for almost a month for a unit that was initially supposed to have arrived on 9-05-13.
As far as the shipping charges, I was told when I ordered the first time that overnight shipping would be free (a special they were running). On the following three occasions I was told the unit would be shipped and arrive in 2-3 days. I explained the original deal to each of the call takers, each one checked and confirmed that the unit could indeed be overnighted at no charge. Yet, they were not sent, and I have been charged for shipping of 4 units. I doubt that I am the only customer with this problem, there is a flaw in the system that must be located.
My request: assign a specific person to follow up, and report back. Comcast has plenty of installers in this area. Have one drop the package off at my condominium building. The guard at the front desk will sign for it, enter it into the log, and insure that I receive it. I do not require an installer to hook it up, I do not have to be home when it's delivered.
Next adjust my bill accordingly, and maybe throw in some free movies (my general cable bill is payed by the condo association).
Can this be done on October 2, or is Comcast planning to wait a couple of more days to make it a full month...
Comcast Reply:
Comcast rep. from Miramar office called around 9:45 am Wednesday, stated the orders appear and were charged, but incorrectly entered by staff each of the 4 times, resulting in failure to ship. He asked if I could pick up a box at a Comcast office. Or they could send me one.
As I seriously question whether they have the ability to ship, I explained again the concept of having an installer drop off the unit at my address. If I am unavailable, the installer can leave it with the desk attendant, who signs for and logs in all deliveries at this building. I asked this be accomplished today, as the order was initiated Sept 4. He eventually acquiesced.
He called back within 10 minutes to tell me they could not drop off. I would have to make an appointment for an installer and be at home when the installer arrives.
Approx 1 hour later, while I was conducting business on the internet, my internet service went out, and my home paged was hijacked to a Comcast activation page, stating I had to enter info and reactivate the modem and set top box I already have (no mention of any other) and that my service would be out for up to 30 minutes!
Comcast interrupted my service why? Interrupted my business?
The page directed me to submit any question on their page. Response: "Page not working."
I called the rep back, his message said I could leave a message or he could be reached at an 800 number. The 800 number was joke, I've called his other number several times with no response, not even the pre-recorded message.
No resolution. | |
 ComcastVicComcast VicPremium,VIP
join:2013-01-16
Philadelphia, PA | Good afternoon,
My apologies for the ongoing poor experience with us here, please private message me with your best contact number. Our executive office have been trying to reach you but no contact have been established. I will await your reply, thanks -Vic | |
| PM'ed Comcast Vic the evening he posted (above). Acct number, and complaint number, etc.
No response.
No cable box.
One month.
They must be quite busy, I'm sure I'm not the only person complaining about being charged repeatedly for a box that was never sent. | |
|
