Here is a copy of a letter I submitted on the Comcast website. I have been a customer for about 2 weeks after leaving them for Wide Open West (WOW) 2 years ago. The ONLY reason I went back to Comcast is because WOW, being a relatively new company in the Chicago Area, does not offer service. I guess in the end it is my fault for going back to Comcast, but I did not have any other option to have the cable and internet service in one.
I recently moved to a new area. When I found out that WOW (Wide Open West) did not provide cable/broadband services and I would have to go back to Comcast I was not happy. I left Comcast over 2 years ago because of service issues. I had a choice, either go with Direct TV and DSL or try and get a package from Comcast. I decided to give Comcast a try again and I am very sorry that I did.
It started off bad, after a very helpful gentleman got me set up with a package that included cable and internet services he had to transfer me to a different department because I wanted the HD/DVR box and services. Once I got there I found out I had to pay a $75 deposit on the DVR box because I was a new customer I was not pleased, but it was not that big of a deal. What was disappointing was the fact that I had to redo the entire order because of it.
I clearly explained to the person on the phone that the house was a new build and we would like to have 4 cable outlets activated as well as a 5th outlet activated for broadband cable access.in addition it was clear that I wanted one DVR/HD box and one digital cable box.
Once the technician arrived (9/2/05) the problems started. He said that they did not give him a digital box, all they gave him was a DVR/HD box. He said that I would have to call them to fix the problem. The installer informed us that someone would be out later, within 7-10 days or so, to bury the cables.in addition on the work order he left it showed that I had been charged the $75 deposit twice.
Now, in the past I remember that calling Comcast with any kind of problem meant putting aside several minutes (20) simply to wait on hold. This has not changed in years, this clearly indicates that your company refuses to staff adequately. But this is something I have learned to live with if I chose a company like Comcast.
After waiting on hold several minutes I was disappointed to hear that they had not given us a digital box deliberately. I was told that the digital boxes where on backorder and that a new box would be in any day. It would have been nice if the installer would have known this or if somehow we where told about this problem in advance. Perhaps we could have chosen a later installation date. The person on the phone was able to help with the over billing however.
On 9/9/05, a full week later, I contacted you via your website to check on the status of my digital converter. I was told that they did not have any info on the status of the converter and I would have to contact someone at Customer Care Center via telephone.
On 9/12/05 we came home and none of the cable outlets on our second floor worked. The only outlets that worked where the outlets on the first floor. This is where we have a DVR box and a cable modem. After checking our patio it was clear that someone from Comcast had been out because there where 4-5 white cables and a white cable lying on the ground.
I called Customer Care and I was told that none had been out to my property since 9/2/05. I explained to her that I doubt if it was a coincidence that my cable stopped working on the 2nd floor and there where several cables lying in a mess on the ground.in addition I reminded her that someone was supposed to come out and bury the cables.
She then told me that this was happening now and that she would not open a work order because someone would be back before 8 pm to finish. I asked her if it showed anything on my account about someone burying the cables that day. She told me yes, and that they would probably finish before 8 pm.
As it was after 6 PM I figured that it was not likely that someone would start the work, then leave, and still come back the same night. I asked if she could open a ticket so that the problem could be remedied as soon as possible. She again refused and told me to call back after 8. I then asked her about my digital converter box and she told me that she could not help me and I would have to be transferred to sales.
So... Again on hold.
When I talked to someone in Sales I was told that the converters where not in fact on back order but being upgraded. I was told that they did not have any date for when I would receive the new boxes.
After 8 pm when no-one showed up as I had expected I called again and after waiting on hold again, I was apologized to and given credit for the day without service. I was told that someone would be out to fix the problem ASAP.
When I came home from work on 9/13 I did not have service yet but I did have the time to commit to calling Comcast.
When I came home from work on 9/14/05 I decided to write a letter to someone at your corporate office to voice my displeasure with the service, or lack thereof, with your company. I tried the live chat and was told by Josh that there was no mailing address, and that I would have to use the web to voice any complaints.
I called Customer Care later in the evening on 9/14/05 to get the status of my problem and I was told that the issue was still open and that I needed to have an appointment scheduled. My concern is that if not for my call, I doubt if there would have been any attempt to contact me to resolve the issue.
The communication within your organization is the poorest I have ever seen from any company. There is no sense of urgency to resolve any issues at all.
Now I have to decide if I am willing to wait until WOW has service in the area to switch or if I should get Direct TV and DSL for my broadband cable needs.
Thanks,
Jay
Schaumburg, Illinois
U.S.A.
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