29 February 2012

Another Happy Comcast Customer – NOT!

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I am getting close to completing my Fios installation. I had to get my bedrooms wired with coax so I had the tech just leave those boxes for a later activation. I do have the living room “main” box connected and working. The internet and phone are working flawlessly – which I of course am using my own router with DD-WRT, which I’ll explain at a later time with my full review of Fios.

I was browsing for some Verizon customer service info and reviews and came across this awesome letter sent to some high up guy at Comcast. Ahh, the memories and nightmares. I can feel the writers pain when it comes to Comcast customer service so I felt obliged to give this one the thumbs and cut and paste it here.

I am posting this because I despise Comcast. They got too big for their britches and they treat customers like shit as I have written about in the past. I watched my bill go from $50 to $250 and the service get worse. I used to work for Comcast as a tech support dude in the internet department. I was reprimanded for fixing too many issues, and not selling enough. GTF outta here…

Since my Fios install, I have had to deal with Verizon customer service 4 times now so far (nothing broke, just asking questions, and again – setting up my own router). Every one of those calls was with a knowledgeable, courteous, (not the scripted courtesy and the constant apologies, but REAL courtesy). I have to say so far, I am really happy with Verizon, their services and of course their customer service. Don’t get me started with trying to call RCN for customer service. I would tell you that the local 80 year old librarian at the free library could have given me better information.

Here is the letter that one Comcast customer wrote (2008) – all she was trying to do was get installed, and because at that time, there were no other companies offering services in her area, she had to just take it. I feel your pain “A”!!!

Just more of the same. Below is the letter I recently sent to Comcast. I’ll post any follow-up…if THEY follow-up!

January 6, 2008

Mr. Rick Germano
Senior Vice President, Customer Operations
Comcast Corporation
1500 Market Street
Philadelphia, PA 19102

Mr. Germano:

Although three months have elapsed, I feel obligated to contact you to relay the horrific experience I had with Comcast when I relocated to Philadelphia last September. As both a new resident and new customer, I had hopes and expectations of a positive transition with one of the area’s largest companies. Instead, I experienced perhaps the worst level of customer service that I have ever had the misfortune with which to be involved.

My originally scheduled appointment for cable installation was on Sunday, September 23 between 3:30 p.m. and 5:30 p.m. I was at home all day but no one showed or contacted me. I called Comcast on Monday morning and was told that a service representative had attempted to contact me 7:18 p.m.; however, I received no call, nor was there a missed call on my phone. When I expressed my disappointment at having waited several hours in vain, the representative (Lawrence, #9124) apologized, but defended the technicians saying that they get busy out there and sometimes they run over – “it happens”. Lawrence also told me to call right away if no one showed up. When I asked why no one would show up he told me “things happen”. He rescheduled service for later that day (9/24) between 3:30 p.m. – 5:30 p.m. Later I received a call from a technician asking if I wanted to schedule an appointment between 1:00 – 5:00 p.m. or 3:30 – 5:30 p.m. As I had earlier, I confirmed the latter timeframe.

Again no one showed. I called again and spoke with a woman who apologized and sympathized that I had now spent over four hours waiting. She told me she was sending an e-mail message to technical services because the service technicians were not available via phone. I reiterated my irritation, not only for having to leave my job and waiting at home, but also for the lengthy wait times on the phone. She told me that someone from technical services would respond within 30 minutes. A technician (Amir) called back and stated that there was no record of an appointment for me between 3:30 – 5:30 p.m. on Monday, despite the fact that three other people (Lawrence, the follow-up technician, and the customer service representative) acknowledged the appointment. I asked Amir to reschedule but was told that his department does not schedule appointments.