dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
1379
share rss forum feed

HenryNettles

join:2003-07-22
Houston, TX

3 recommendations

[Rant] Yes, they are the Worst Companny in America

My internet connection dropped dead last Friday, Feb 7th. Since then I have been dealing with “Comcast hell”. I can now add my testimony, yes, Comcast is indeed the “Worst Company in America”.

On Friday, Feb 7th, I tried to schedule an appointment for 5 p.m. or later.
Comcast: We can give you Monday, from 8 a.m. to 8 p.m.
Me: I won’t be home until 5 p.m.
Comcast: That’s okay. The technician will call, and you can tell him to come after 5.

I was leary, but I agreed to try. What choice did I have, really?

Monday, Feb 10, the technician calls me at 1:30. I explain the situation, he tells me I have to reschedule, he cannot / will not come at 5. I call Comcast, spend another 15 minutes in phone mail hell, and reschedule. This time they actually give me a time frame of 5 to 7 p.m. on Wednesday, the 12th. I’m thinking this might actually work.

Come Wednesday, no technician. No phone call, no nothing. About 8:30, a good 90 minutes past the end of the time window, I reach out via chat.

Comcast: The technician was canceled because you didn’t answer the phone.
Me: No one called me. No missed calls. What number did he call?
Comcast: xxx-xxx-xxxx (my cell phone number)
Me: Nope, no calls, no missed calls.
Comcast: We’re sorry, we will reschedule you for tomorrow, Thursday, at 5 p.m. This time the technician will show up, we promise.
Me: Okay

Thursday morning, I get to work and find 3 missed phone calls from Comcast on Wednesday evening. Yep, you guessed it, they called me at work to verify that I was at home. Does anyone else see the flaw in that logic, or is it just me?

So, I check my emails, and guess what? They have re-scheduled my Thursday afternoon, 5 p.m. appointment for Friday afternoon from 1 to 3 p.m. What happened to their promise? I call again.

Comcast: I’m sorry, we can’t get anyone to your house today. Friday at 1 p.m. is the best we can do.
Me: What part of (LOUD VOICE) “I am not at home during the day did you fail to understand?”
Me: (calmer voice) You will fix this today, or I will never do business with you again.
Comcast: (after a pause) I can have someone at your house between 3 and 5 p.m. today.
Me: (deep breath, speak calmly) I repeat, I am not at home during the day.
Comcast: What time do you get home?
Me: 5 p.m.
Comcast: That will work, when the technician calls, tell him to come at 5.
Me: We already did that. On Monday, it didn’t work.
Comcast: It will work. Just let me setup the appointment.
Me: Okay, but make a note in my file: If you don’t get this fixed today, I will no longer be your customer.
Skip ahead to 3:15, the technician calls, I ask for 5 p.m., he says he goes home at 4:30.

Comcast: Worst Company in America. Hands down.

Bink
Villains... knock off all that evil

join:2006-05-14
Castle Rock, CO
kudos:4

[Rant] Re: Yes, they are the Worst Companny in America

That whole bullsh*t of if you don’t answer we’re not coming is, well, bullsh*t—people can’t sit around all day waiting for that one precious call from one of the most hated companies in America.


tshirt
Premium
join:2004-07-11
Snohomish, WA
kudos:5
And that company can't be paying $1+ per minute for a tech to visit someone who can't even answer the phone, and may not actually be there to meet the tech.
see the problem?
Expand your moderator at work


teddystacker

join:2001-12-08
Philadelphia, PA
reply to HenryNettles

[Rant] Re: Yes, they are the Worst Companny in America

Could not agree with you more , I have always thought this about Comcast also..


train_wreck

join:2013-10-04
Antioch, TN
Reviews:
·Comcast

1 recommendation

reply to tshirt

Re: Yes, they are the Worst Companny in America

said by tshirt:

And that company can't be paying $1+ per minute for a tech to visit someone who can't even answer the phone, and may not actually be there to meet the tech.
see the problem?

while i agree with you that it is a 2-way street, in the OP's defense IME Comcast is well known for pulling this kind of stuff, particularly the "no calls, no show" thing - can't tell you HOW many times this has happened to me & people I know, waiting around sometimes an entire day and the techs just never coming or contacting you at all.


TAZ

join:2014-01-03
Tucson, AZ
kudos:3

1 recommendation

Re: [Rant] Re: Yes, they are the Worst Companny in America

It happened to me a few times back when I was a Comcast customer. It's common. They've earned their reputation, now they have to deal with it, not that they care (I'm sorry sir, if you need your service working now, perhaps you should switch to another cable company!).

But Comcast *never* gets the benefit of the doubt...


train_wreck

join:2013-10-04
Antioch, TN
Well you just wait, i'm sure this merger with TWC will clear things like this up & make everything just fine

a href

join:2005-03-22
Richmond, CA
reply to HenryNettles

Re: [Rant] Yes, they are the Worst Companny in America

Just think how bad they'll be if they swallow Time Warner Cable.


TAZ

join:2014-01-03
Tucson, AZ
kudos:3
reply to train_wreck

Re: [Rant] Re: Yes, they are the Worst Companny in America

TBH I think they've been watching South Park a bit lately.

First they see the customer service from Time Warner Cable (it actually said their name on his shirt for like a second). That must have hit too close to home and then they're just like "we have to buy this."

And then...

said by HenryNettles:

Comcast: We can give you Monday, from 8 a.m. to 8 p.m.

Only Comcast can beat the 6AM to 3PM window.


train_wreck

join:2013-10-04
Antioch, TN
Reviews:
·Comcast

said by TAZ:

said by HenryNettles:

Comcast: We can give you Monday, from 8 a.m. to 8 p.m.

Only Comcast can beat the 6AM to 3PM window.

Yeah i lol'd at that. I ALMOST question whether that's true, cause the largest window I've ever had them give me was 6 hours.... really a 12 HOUR window?


TAZ

join:2014-01-03
Tucson, AZ
kudos:3
Googling ' "8am to 8pm" "comcast" ' (use the quotes or the results will be worthless) removed any doubt I had.


tshirt
Premium
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
reply to train_wreck

Re: Yes, they are the Worst Companny in America

and it means SOME of the CSR's scheduling calls are bad "secretaries" doing a poor job verifying that "THIS is a number that you will be at and check for calls?"
so CC needs to work on that, they also need more techs available so late to the appt./missed appt. don't happen as much which WILL raise costs which always gets paid by subs eventually. (queue "comcast is overpriced" thread)


TAZ

join:2014-01-03
Tucson, AZ
kudos:3

1 recommendation

Oh no, poor Comcast. I see, they're just having a bit of pains with their CSRs. I feel so bad for them, with those absolutely insane profits and monopolies in most areas I am sure there's no way they could fix that!

... Do you realize how ridiculous this sounds? They aren't going to work on it, BTW. You don't have to care when you're a monopoly.

And they are overpriced. Isn't it just magic how they can somehow offer 250M for $70/mo. in Provo, of all places, but not anywhere else? Somehow that's profitable!


train_wreck

join:2013-10-04
Antioch, TN
Reviews:
·Comcast
reply to tshirt
and keep in mind, i realize how difficult it is to point the finger at 1 singular "Comcast" because lots of these techs are contracted out, in which case you never know what you'll get...

just sayin that i feel the OP's pain, from the customer side


TAZ

join:2014-01-03
Tucson, AZ
kudos:3
Who cares if they're contractors? Comcast hired them and they show up in a truck that says Comcast and represent Comcast. The customer pays Comcast, therefore Comcast is the responsible party.


tshirt
Premium
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
reply to train_wreck
No doubt He deserves an apology (at least as it was described)
and yes the "control costs at all costs" method of avoid price hikes is very a stupid, short sighted idea.
Having better(professional, in house if possible) phone reps, allows you to focus even more expensive technical resources in a more beneficial way.
Not wasting too much of the field techs day making multiple attempts to the wrong number, or even the right, but unanswered number while giving some direct contact to those who are waiting for the tech is another tough call.


tshirt
Premium
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
reply to TAZ
.

said by TAZ:

Who cares if they're contractors? Comcast hired them and they show up in a truck that says Comcast and represent Comcast. The customer pays Comcast, therefore Comcast is the responsible party.

good theory, doesn't help when day to day errors crop up.
This is where MANAGEMENT is supposed to be able to see repeated and systemic errors and assign resources to lower the occurrences.


train_wreck

join:2013-10-04
Antioch, TN
Reviews:
·Comcast
reply to TAZ
said by TAZ:

Comcast hired them and they show up in a truck that says Comcast and represent Comcast. The customer pays Comcast, therefore Comcast is the responsible party.

actually FWIW in my area, most of the techs i've seen aren't in Comcast "marked" trucks, but logo'd with whatever the local tech company is. As well, i've had an equal amount of screw-ups from contractors as from "official" Comcast labeled techs, so it's certainly no guarantee.

say that the CSR inputs a service call, gives the correct contact number to the contractor, does everything by the book. The witching hour rolls around, and the contractor decides to go shag his girlfriend instead of showing up. Is that "Comcast Corporation's" fault or "Jerry's Cable Installer Contractor"'s fault? The contractor. But with a sprawling corp like Comcast, stuff falls through the cracks like this.

Almost makes me wish we had more competition


TAZ

join:2014-01-03
Tucson, AZ
kudos:3
said by train_wreck:

As well, i've had an equal amount of screw-ups from contractors as from "official" Comcast labeled techs, so it's certainly no guarantee.

No doubt.

said by train_wreck:

say that the CSR inputs a service call, gives the correct contact number to the contractor, does everything by the book. The witching hour rolls around, and the contractor decides to go shag his girlfriend instead of showing up. Is that "Comcast Corporation's" fault or "Jerry's Cable Installer Contractor"'s fault? The contractor. But with a sprawling corp like Comcast, stuff falls through the cracks like this.

My take on this:
From the customer's point of view, Comcast is at fault. The customer contracts with Comcast. Even if that's what happened (everyone did their job as they're supposed to but the contractor was an idiot; I realize the same could happen with a Comcast employee too), Comcast is at fault. How they handle it, of course, makes the difference.

From Comcast's point of view, they can take it up with Jerry's Cable Installer Contractor, since that's who they contract with.


NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:12
Reviews:
·SONIC.NET
·Pacific Bell - SBC

1 recommendation

reply to TAZ
said by TAZ:

You don't have to care when you're a monopoly.

So said Lily Tomlin (as Ernestine):
quote:
We don't care. We don't have to. We're the Phone Company.

»stopthecap.com/2012/08/23/were-t···have-to/
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum


Kasoah

join:2013-08-20
Yeah... I have been having Internet service issues for 3 months now, and I have contacted direct support, executive support, and comcast cares and they don't do anything.
I don't know how it's possible to be so good at being horrible.
I really miss ComcastSteve(Steve Teow) he went out of his way to help me a lot of the time.
You might get some more sympathy at reddit where people absolutely despise Comcast. There are a lot more pro cable company people on dslreports, but the average age of the users here is probably much older.


Rob
In Deo speramus.
Premium
join:2001-08-25
Kendall, FL
kudos:2

1 recommendation

reply to HenryNettles

Re: [Rant] Yes, they are the Worst Companny in America

I've always said that with Comcast, when the service works, the service works very well. But when you run into problems, it can be hell.


Geot

@verizon.net
Comcast does 2 hr windows for service. I call BS on the 12 hr window.

»www.comcast.com/Corporate/Custom···ect=true

HenryNettles

join:2003-07-22
Houston, TX
said by Geot :

Comcast does 2 hr windows for service. I call BS on the 12 hr window.

»www.comcast.com/Corporate/Custom···ect=true

So you're going to take their word for it? You poor misguided soul.

I assure you, every fact in the OP (Original Post) is correct. Every date, every time, every quote. Did I slant things in my favor? Of course I did, I'm human, it's almost impossible to avoid that. But the basic facts, the dates, the times, what was said, and when it was said, those are accurate. The original appointment was in fact a 12 hour window. The 2 subsequent appointments, neither of which were kept, were 2 hour windows.

I do not blame the technicians, I blame the CSRs (Customer Service Representatives). They are making claims, committing the technicians to do things that they (the technicians) are just not going to do. The CSR tells me on the phone, "When the tech calls, just ask him to come at 5. He'll do it, no problem." When the tech called, he refused, and told me that in fact he was going home at 4:30. This happened twice, on Monday, and again on Thursday. Throw in the totally skipped appointment on Wednesday, and I think you can begin to understand my frustration.

Comcast needs to do two things. Number one, tell the CSRs to quit lying to people. They (the CSRs) are rather obviously being graded or scored on how long they take to resolve each call. They will then do or say anything to get you off the phone, to improve their grade.

Number two, have more of your techs working in the evenings. The world is full of people who work 8 to 5 and will bitterly resent having to take off work to accommodate your schedule. The vast majority of Americans work 8 to 5 and would greatly prefer a service appointment in the evening.


Geot

@verizon.net
I'll agree Comcast support is terrible. I still call BS on the 12 hr window. I just asked a friend that works at Comcast, he calls BS too. There is no need to enhance your story.

www.comcast.com/Corporate/Custom···ect=true

HenryNettles

join:2003-07-22
Houston, TX
said by Geot :

I'll agree Comcast support is terrible. I still call BS on the 12 hr window. I just asked a friend that works at Comcast, he calls BS too. There is no need to enhance your story.

www.comcast.com/Corporate/Custom···ect=true

If your friend works at ComCast, then he can pull up the records and see for himself. My name, and location, are clearly indicated on this post. The facts will speak for themselves.

There is another post, further up in this same thread, where someone else says they doubted the 12 hour window until they did a google search. Be sure and use the quotes:

"8am to 8pm" comcast

Comcast Guy

join:2008-01-16
Harrisburg, PA

1 recommendation

reply to HenryNettles
The only option the system allows for standard installs or trouble calls is 2 hours. The only time it is longer is for Xfinity Home, which will give a 4 hour window. The reps do not assign the install times, the system automatically populates the time window depending on install. Anything up to a triple play is assigned an available 2 hour window.

Two exceptions: New construction pre-wiring or a same-day trouble call will allow a 12p-5p window.

So I am also calling BS on the 8a-8p as it's not even possible.


train_wreck

join:2013-10-04
Antioch, TN
Reviews:
·Comcast

1 edit
Alright, so i'll bite.

I'm guessing "Comcast Guy" is referring to this line in the "Comcast Customer Guarantee":

We will always be on time within your 2 hour appointment window or we'll credit you $20* or give you a free premium channel for three months.

Which sounds nice. But the OP says he was given a 12 hour window. Guess they don't have to be on time then?

In any case, that's a corporate policy page. Anyone who's anyone knows that with a company as big as comcast, policies such as these get broken all the time. I'm sure in the fine print of the agreement each customer signs, Comcast absolves themselves of having to follow any policy whatsoever, and absolves you of having any power to do anything about it.

I had a trouble call yesterday that had a 4 hour window. It was scheduled the previous day. And i have business class. The techs made it in 2, but 4 hours is what the "system" ordered me. This "system" is probably all over the map, depending on where you live, how responsive dispatch is, how well the techs/contractors do their jobs, etc. etc. etc.

Just sayin.

av9116

join:2001-12-17
South San Francisco, CA
reply to Comcast Guy
Who cares about the 12-hour window? Why are people arguing about that technicality? Bottom line is, no tech was there.