We have been complaining to Comcast since we moved and got their digital cable. Most the time the guide didn't work therefor we couldn't use the parent lock on programs, the box would freeze up off and on, the paid channels like HBO, etc would be out a week here a week there, and someone over here has their internet service and when they would go on line, we (and all our neighbors) would see what they were doing on the net or lose the cable all together. We have has several techs come out that stated, "We don't know whats wrong with your cable. It's probally old lines or something." But nothing was ever done.
In March we had a tech come out that did nothing but talk and talk and talk, eventually we made an excuse that we had to leave to get him to leave our home. The cable was working when he left and we went and rented 2 DVD's that night. When we tried to watch them, nothing. We took the DVD's back unwatched and found out that the tech had messed with our DVD player and VCR (which their not supposed to do) and wired everything in backwards.
The following week we were having the same problems again, this time the box completely frooze up. Two techs came out. They replaced the box and said that the problems with our cable was, there wasn't enough power in the cable line, so he went outside for about 15 minutes, came back in and said that the outside box was reading the proper power. He then asked my wife if she had a spitter or anything. She told him no, she knows for a fact that myself and another tech had searched the home to see if maybe the original homeowners had something in the home like a splitter. He then asked if he could go in the attic and the garage, my wife said no, you'll have to come back when my husband is here, she told them she didn't want them going through her home, she also made it clear that she had a new car and other things in the garage so she didn't want them in there specifically. The men said ok and said they were leaving. My neighbor was also there at the time, I might add that witnessed everything. One of our sons looked outside and asked why they were at the outside of the garage, my wife told him she didn't know and 5 minutes later they came back in. Thsi time he checked the power again. Again he said they were leaving, and went downstairs, they never went out the front door for another 10 minutes. They went into the garage after being told not to and my wife told them she was calling their office. She did and left a message for the tech supervisor, Allen.
I can home and hit the garage door remote button. I heard a grinding sound and saw smoke, it turns out, one of the men had locked the garage door, in turn it burnt our garage door motor up. Again my wife called Comcast and asked for this man, Allen, she again was told he wasn't there and left a message. After leaving messages for a week, we had no choice but to replace the motor @ $550. We also e-mailed Comcast's office as to the situation. Finally 2 weeks later the man Allen called, he said the tech told him that he was following a line into the garage so they had a right to go in there, my wife said I don't think so, there is no line in the garage. Then he calls back later and says, the tech said you told him he could go into the garage, again my wife said, no I would have never let them in my garage and told him why, then she told him that she had a witness to all this. He calls back later and says, the tech said he never went into the garahe, but he tried to open it from the outside and it was locked. She told him first off, he had no business what so ever to touch my garage door. Secondly, that would be how the door got locked by your tech. Third and formost, This is the third time today you've called me and each time you've changed your story. He said he'll talk to him again and call back. The following evening, he called and left a message that stated, he wanted to resolve this issue asap, to please call him back. We did, then he says, he decided that it wasn't the techs fault. We asked for his DM's name and number, he refused.
My wife had called their customer service and got that information. She left a message for his DM, her name was Lelia True. She seemed really helpful at first. My wife explained everything and she say, ok, she'll find out what's going on and call us back, in the mean time she wanted my wife to forward ALL the e-mails she sent to Comcast. She did. Then Ms. True sent her and e-mail that she would like a copy of the recite so they can pay for the motor. My wife went out of her way and left her a copy. We didn't hear anything form her for over a week, finally my wife called her and left a message. She calls back and leaves a message stating, that after her investigation, that she feels they won't reinburse at this time. I get on the phone and get a hold of her and she tells me that all the different stories again, then I tell her I do garage doors for a living, by your tech pulling up on the outside handle, that's how it got locked in the first place, well, all she wanted to do was argue and cover her butt so I asked for the main office phone number. I called it, it was a fake number. Then I get the real number from their customer service. I called and told them the situation. The woman said they would look into the matter and call us back. They never did, a week later we get a message from the Waldorf office, a woman calling on Lelia True's behalf becaus eshe was again on vaction. She says, Lelia said that she made it clear that we are not responsible for your motor and her decision stands.
I don't know who the Hell this woman thimks she is? We sent a letter to their main office, enclosed was copies of of the e-mails and messages work for word. We haven't heard anything and my wife called their main office on Saturday, they instructed her not to pay the bill until this was resolved and that more that likely, they would just credit the account that amount anyway. Well, on Monday, our cable was turned off. My wife calls the Waldorf office and gets put on hold for 20 minutes then is told their transfering her to the supervisor. She gets a voice mail. She calls back and is on hold for 35 minutes, finally someone gets on the phone and tells my wife that the supervisor is in her office and she would transfer her. Again a voice mail. Then my wife calls back, this time Lelia True is in the background and says that she over rules anything the main office says, so the cable will not be cut back on, and she isn't giving us our money.
I sent a e-mail to their main office again and told them that if it is not reinbursed and our cable is not turned back on we will file suit against them. We were also told that we would recieve a desent deduction from our bill because of all the problems, that too hasn't happened.
Maybe Comcast should start hiring more competent people. No one there seems to know what the hell their doing and screw things up. Comcast will pay us back, and if I have to take it to court, I will and not only for the expence out of our pocket, but 3X that amount (in accordance to law) because of all the bull crap we've had to put up with.
Dale & April
Waldorf, Maryland
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