Comcast Customer Service - NOT_

[Jim007]

A week ago I called Comcast to put an order in to discontinue my service at my old address and set up installation at my new address. Both addresses are here in The Villages. This was all suppose to take place today 8/15. By 2:00 p.m. nobody showed up, so I tried calling Comcast to speak to someone about our installation. It took me about an hour and a half to finally speak to a real person. When I asked about our scheduled installation, I was told they don't have an installation scheduled for me. So I asked if they have cancelled my service at my old home, and she promptly told me she doesn't have an order to cancel my service. She apologized and said she would cancel me at that time, and I asked when I could expect a service rep. at my new home today to install my new service, and she immediately told me the earliest I could get scheduled was Sunday the 18th. I told her that was totally unacceptable and that I expect to be turned on today as I requested. She told me that would be impossible, the earliest would be Sunday. So I told her if that's the best customer service Comcast could muster up, they certainly didn't deserve my business, and please just cancel my service and I'll call Dish or Direct TV. Her answer was "I'm sorry that's how you feel". I told her that if that's all she can do, they just lost my business. I have never seen a company operate the way they do. Comcast doesn't know the meaning of customer service.

[jrandall]

Brighthouse customer service is outstanding!

[lovinganimals]

Similar thing happened to me. On the day of our appointment, the guy just never showed up. When I called (and 30 minutes later trying to get someone on the line), they told me the tech did all the installations he could for the day so myself and 2 others were not done. He just went home and called it a day and didn't bother to call us. Then it took another week to schedule it. Not happy with them.

[travelguy]

We cancelled our Comcast service within the 30 day guarantee, were assured of a refund, and here it is 30 days later and we still have not received our refund. Numerous phone calls, emails, etc. have not made any difference. Promises and no results.

[casita37]

I was actually planning to post about my negative experience with Comcast this afternoon/evening. First....approx. 4 months ago, I signed up for new service with Comcast, and the entire experience was a mess. After finally getting things worked out, I got my bill today, with a charge for HBO. HBO was offered free for 3 months and DVR free for 6 months. I immediately called and cancelled the HBO (obviously I had forgotten to do this prior to the end of the three months). While on the phone, I said he could go ahead and cancel the DVR, so I wouldn't also forget to cancel that. We have never even tried to use it....nor did we ever even turn on HBO.

The service rep said they would send me a new cable box to replace my DVR box and also a return mailing box for the DRV. OK....no mention of a charge for this service.

Later this evening I turned on the TV....NOTHING! I also opened an email from comcast with an updated bill, including a $9.95 charge for shipping and handling for the new, non-DVR, box.

I called and sure enough....the service rep had cancelled my DVR...just hadn't bothered to replace it with normal service. They turned it back on and also adjusted the $9.95 charge off my bill. They sent an email to confirm that.

But, jeez....common sense!! I always get upset with myself when stuff like this happens because I KNOW better. I know you have to ask questions you never even thought of and you have to be assertive (and try to be polite :) ) or you will find all kinds of surprises, no matter which "service company" you are dealing with.

I was a Service Rep for Southern Bell many years ago, and believe me...we were required to be totally upfront about every penny a customer would be charged and every aspect of their service. We had to always say PLUS TAX, and tell them how much tax, PLUS installation, and tell them how much installation. No surprises ever!!

My very few months with Comcast has not made a fan of me.:(

[justjim]

Jim: You are correct Comcast is noted for its very very poor customer service. There are several Threads regarding their poor service. After 3 years of frustration, I packed up their equipment and took it to their office on US 441 and cancelled my service. Ironically, I had Comcast in Illinois and I had, not excellent, but at least satisfactory customer service. Go figure.

[Jim007]

Brighthouse customer service is outstanding!

Unfortunately Brighthouse isn't in our neighborhood yet. We're in a new village.

[Jim007]

Similar thing happened to me. On the day of our appointment, the guy just never showed up. When I called (and 30 minutes later trying to get someone on the line), they told me the tech did all the installations he could for the day so myself and 2 others were not done. He just went home and called it a day and didn't bother to call us. Then it took another week to schedule it. Not happy with them.

That's why I cancelled there service. I would rather stand on my roof with rabbit ears, than use Comcast!

[njbchbum]

That's why I cancelled there service. I would rather stand on my roof with rabbit ears, than use Comcast!

jim - please be sure that your tie-downs are up to current code when doing that ! we wouldn't wanna lose ya! hope brighthouse gets there soon - for your sake! ;)

[Lbmb24101]

We had the exacy experience as the op. Exactly.
But we kept comcast because if the internet speed and because, comcast apologized to us for the misunderstandings w dates ( among other issues we had)
WE DEALT W THE 800 SERVICE! NOT THE LOCAL COMCAST HERE?
they gave us 6 months of free hbo ( which we barely yse) and we are paying 40.00/ month LESS than in Ga for the exact same package
I read an article that these providers for cable have THE MOst complaints in customer service.
That is unfortunate.

[skyguy79]

Boy, I must be one of the lucky ones with Comcast. I did have a problem on the day the installation of our phone, internet and TV where they didn't show up when they were supposed to. The appointment was for the afternoon and I called shortly after I expected them and was told we were not on the schedule. I asked for a supervisor when the initial person couldn't do anything but reschedule.

The supervisor went to work on trying to resolve the problem in an acceptable manner and sure enough I got a call back a little later and was told that she was able to find an installer that was willing to work overtime to see that we got up and running. The short of it was that we got set up sometime late in that same day. I even got the credit they give when they screw up an appointment. I was overall pleased with their service that day.

Since then we've had no problem when we called for assistance and the only real complaint I do have is with their equipment (specifically the Digital HD Box) and not their service. I can't wait until I can get it replaced with the new X1 Platform. (http://www.comcast.com/x1)

[cquick]

:agree:

Brighthouse customer service is outstanding!

We had Brighthouse in Orlando and also here in Sanibel. Love it.

But I do have Comcast at my mother's villa in Summerhill. I needed to ask some questions yesterday, and I was very pleased with the two customer service people I spoke to. I don't know if you set up your own installation, or if you depended on The Villages to do it for you. Either way, you should have had a call the day before to remind you. That's what Comcast did when we set it up at my mom's.

[rn1tv]

We had the same problems. I went to a copy of the POA Bulletin for a direct contact: Debbie Brainard (VP with Comcast) @904-256-1800. I had also looked up "Comcast CEO" online and got the number to corporate. Of course, I did not talk to the CEO but, by golly, I got immediate action. Maybe if we inundate these folks with complaints, customer service will improve. I am praying Brighthouse gets the go ahead to move north of 466A.

[mrceeee@comcast.net]

You're right. Comcast is a disaster.

[downeaster]

Boy, I must be one of the lucky ones with Comcast. I did have a problem on the day the installation of our phone, internet and TV where they didn't show up when they were supposed to. The appointment was for the afternoon and I called shortly after I expected them and was told we were not on the schedule. I asked for a supervisor when the initial person couldn't do anything but reschedule.

The supervisor went to work on trying to resolve the problem in an acceptable manner and sure enough I got a call back a little later and was told that she was able to find an installer that was willing to work overtime to see that we got up and running. The short of it was that we got set up sometime late in that same day. I even got the credit they give when they screw up an appointment. I was overall pleased with their service that day.

Since then we've had no problem when we called for assistance and the only real complaint I do have is with their equipment (specifically the Digital HD Box) and not their service. I can't wait until I can get it replaced with the new X1 Platform. (http://www.comcast.com/x1)

My experience with Comcast has been positive. Had a problem last week. Phoned their customer service and talked to a pleasant, knowledgeable person who made a few attempts to correct situation then admitted it was beyond her and made an appointment to have a service tech make a call.
Service tech had some problems with a call before mine and called me to say he would be a few minutes late. No problem. He arrived, ran a few tests, determined it was the cable from the box at the rear of my property to my house. Replaced said cable. Problem solved. He gave me a $20.00 credit because hi was late.

[skyguy79]

My experience with Comcast has been positive. Had a problem last week. Phoned their customer service and talked to a pleasant, knowledgeable person who made a few attempts to correct situation then admitted it was beyond her and made an appointment to have a service tech make a call.
Service tech had some problems with a call before mine and called me to say he would be a few minutes late. No problem. He arrived, ran a few tests, determined it was the cable from the box at the rear of my property to my house. Replaced said cable. Problem solved. He gave me a $20.00 credit because hi was late.The experience and problem you've described is nearly identical to the problem I alluded to in my post's last paragraph... a defective cable and two defective splitters inside and at the back yard box!

[Cobh521]

I had a problem last week. I can't even think about them or hear their name as I get heart palpitations. They truly need to work on customer service.

[Birdie Dreamer]

It is interesting that there seems to be either good experiences or bad ones. Not sure if there is any identifiable difference between folks circumstances that cause it.

Hope to not jinx ourselves, but our recent experience was very positive. Decided to go with them despite some of the other poster's experiences. They have been great so far. Worked with us on a small window for installation, followed up, and called twice before to confirm. Then called after installation to check on how it went.

Technician was great and helped shortcut the internet registration process. Only issue we had was there was a mix up on the order for the equipment on the second TV. Worked out to our benefit as the wife and I were unable to find the cords to that TV amongst all the moving boxes. Now the next visit is on them and not us.

Time will tell, but so far so good.

[BobnBev]

That's why I cancelled there service. I would rather stand on my roof with rabbit ears, than use Comcast!

PICTURES----WE WANT PICTURES----:a20:

[skyguy79]

It is interesting that there seems to be either good experiences or bad ones. Not sure if there is any identifiable difference between folks circumstances that cause it.I've received good service with Time Warner when I was with them and Comcast since being their customer. I can only speak for myself, but I hope that the good service I've received was at least in part because I communicated in a friendly, patient and overall positive way. These attributes I've learned over the years, not only as a consumer of cable companies and also as a customer in general, but also learned it through my 23 years of serving customers in a supervisory capacity.

Customers that shared those attributes received the best personal service I could give, but those that did not have similar attributes but rather varying degrees of: being self centered, being aggressive, rudeness, threatening behavior as well as getting in your face with "know it all", "that's not acceptable," "I pay your salary" and other negative attitudes that got them a corresponding degree of caring and effort in return from myself as well as some other employees.

Going back about 11 years and on the day I retired, I had to remind my manager that he needed to prepare my employees evaluation before I left because of it being my last day at work. Later he called me into his office and handed me the completed evaluation. As usual most if not all comments were positive, but on this particular evaluation he made the comment that I gave a few customers a hard time during this evaluation period. When done reading it I looked him straight and the face, identified that remark and stated... "You're absolutely correct that I had given a few customers a hard time. (A few out of hundreds ain't bad) I told the mgr that I have no doubt that they started the rudeness, deserved my reaction and I'm proud that I did it!" If it hadn't been my last weeks on the job I probably would have played it politically correct and kissed their butt as we were expected to do. But I had enough years of abuse from some, even threats and feel good ever since that I didn't let at least a few of those characters get away with their intimidating antics.

Again, all this is just speaking for myself, but at the same time I realize that what I've stated is not always the actual case. After all, there are some people who are just plain rude and pushy by nature and hopelessly incorrigible! Hopefully, others who are not normally like that are just having a bad day!

[jillallman]

A week ago I called Comcast to put an order in to discontinue my service at my old address and set up installation at my new address. Both addresses are here in The Villages. This was all suppose to take place today 8/15. By 2:00 p.m. nobody showed up, so I tried calling Comcast to speak to someone about our installation. It took me about an hour and a half to finally speak to a real person. When I asked about our scheduled installation, I was told they don't have an installation scheduled for me. So I asked if they have cancelled my service at my old home, and she promptly told me she doesn't have an order to cancel my service. She apologized and said she would cancel me at that time, and I asked when I could expect a service rep. at my new home today to install my new service, and she immediately told me the earliest I could get scheduled was Sunday the 18th. I told her that was totally unacceptable and that I expect to be turned on today as I requested. She told me that would be impossible, the earliest would be Sunday. So I told her if that's the best customer service Comcast could muster up, they certainly didn't deserve my business, and please just cancel my service and I'll call Dish or Direct TV. Her answer was "I'm sorry that's how you feel". I told her that if that's all she can do, they just lost my business. I have never seen a company operate the way they do. Comcast doesn't know the meaning of customer service.

hi. I had Comcast last winter, then we came home to Canada for the summer, and I now have 2 letters from a credit company demanding overdue amounts in the hundreds!!!!