The biggest issue I have with Comcast is that they have a near monopoly in the industry. The ONLY reason I have Comcast installed is that my apartment faces in the wrong direction for DirectTV installation. Truly, if I had any other viable option, I would have gone with them. Comcast works okay at my home in Atlanta; perhaps because I never have to contact customer service. However, here in Jackson, MS, I really have to question the company's hiring practices for customer service operators and managers. Following is a letter I wrote to the CEO of Comcast regarding my installation dilemma. I would encourage EVERYONE who is dissatisfied with Comcast - and it appears from this list that there are many folks across the country who are - to contact the CEO, as listed in my letter.
Recommend this product?
January 5, 2007
Mr. Brian L. Roberts
Chairman & CEO
1500 Market Street
Philadelphia, PA 19102-2148
My name is xxxxxxxxxx, and I attempted to become a Comcast Cable customer this week. However, various staff member of your company made my attempt a near impossibility.
I recently moved to Jackson, Mississippi from Atlanta, Georgia. I contacted your customer service number on January 2nd, to set up my cable installation. I was given an installation date of Thursday, January 4th, between 4 p.m. and 6 p.m. I found out on Wednesday the 3rd that I was not going to be able to be at home for my installation window, so I attempted to contact the customer service department at Comcast to change my window, but was placed in a continual loop of voice messages, and was not able to speak with a live individual. I understand that Jackson, MS has recently switched from Time Warner to Comcast, and that glitches are to be expected in the transition process, but these telephone issues are incredibly frustrating for customers. I tried calling back on the 4th, knowing that I would be too late to switch my installation time. However, I asked the customer service representative if it would be okay for me to leave my key with the apartment complexs Leasing Manager, who would let in the installation person. She stated that, while Comcast would prefer that the owner be home, it would be okay for me to carry out my second option.
I received a phone call at approximately 5:20 p.m. that afternoon informing me that the installation driver was on his way to my apartment. I told the dispatcher that I was not going to be able to be present when the driver arrived, but that I had made arrangements with the Leasing Office for a key to be available, and that I might be home before he was finished with the installation. She said she would let him know. Thinking everything was okay, I then received a call from the same dispatcher at approximately 5:55 p.m., stating that the driver was waiting for me outside my apartment, and had been waiting for about 45 minutes. When I asked if he had picked up the key from the Leasing Office, she said he had not. I informed her again that the key was waiting to be picked up. Another call a few minutes later informed me that by the time the driver decided to go and receive the key, the Leasing Office had already closed.
My installation window was cancelled, not from my doing, but from poor communication on the part of Comcast.
I asked the dispatcher if she could arrange for my installation to be done that same evening or early the next morning. I was told by both the dispatcher and her manager that since I had missed my window, they would not be able to come back out until some time on Monday. My additional calls to customer service over the next hour proved equally fruitless. After being placed on hold several times, and having to deal with a condescending group of managers informing me that I was at fault for not having my installation done, I decided to cancel my Comcast order.
At this point, my additional level of frustration began. I was informed that, although I had put down a deposit with my credit card, Comcast was not able to provide an immediate refund of my deposit. I was further told that I would have to wait they were not able to give me any indication of how long this process might take until they were able to begin the process of reversing my order. I now am left with a $60.29 bill for Comcast for services not rendered, and this amount will remain on my credit card, accumulating interest fees, until the order is reversed. This, in my opinion, is extremely poor customer service, and a poor business policy on the part of Comcast.
I would hope that my situation is an anomaly for Comcast. However, my concern is that other customers are being treated in a similar fashion.
Given that my only two options for cable service in Jackson are Comcast and the Dish Network, I feel that I am being forced to go with my second option. I am already a Comcast customer in Atlanta, and was hoping that I may be able to remain as such here as well. I must say that when I called the Dish Network customer service line this morning, they were much more accommodating of my needs.
I would greatly welcome your assistance in this matter.
I am still awaiting a response from Mr. Rogers....
My issues do not end there, unfortunately. Now, I'm dealing with billing, as they are attempting to bill me at a higher rate that what the bill sent to me in the mail clearly states. And, I am told that if I do not pay the full amount, I will be charged an extra fee next month!
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Amount Paid (US$): too much