This is what happened of my recent experience with a Comcast internet install. First, the technician who arrived to do the installation had a cell phone to his ear the whole time he did the install. When he finished hooking up the hardware and tried to do the download, it didnt work. I also found out after he left, that he basically jammed the modem within my computer desk, that made it next to impossible to move when I needed to give the customer support rep the number from the bottom. He told me to that there was a provisional problem and that I should try the download myself that evening and if it didnt work to call customer service. He also assured me that they would correct the problem and that he would have the call expedited.
When I tried that evening and it still didnt work, I called the customer service line. She said she did not know anything about it (which seems odd since he was going to have it expedited) and had to open a call on it since she couldnt tell what was the problem. SHE also said she would expedite it. She then proceeded to explain that when they opened a call ticket, it would take 24-48 hours and that a technician would call me. I waited and of course, no one called. When I called again, I was told that when they open a call ticket, it takes 72 hours and also, NO ONE had touched the call even though 2 different people had now told me it was being expedited. She wasnt able to help either and said it would have to be forwarded to a programmer at the next level.
I waited until this evening and called again. When I went through the whole story again (3rd time), it was obvious that no one had looked into it and this person was unable to help either. She said someone would have to come to my home again. When I asked if it had even been forwarded to the programmer at the next level, she didnt know what I was talking about and this tells me I was fed nothing but customer service lines and there is no next level.By now my patience was gone and I asked to be directed to the department who takes care of cancellations. She then asked me if I really wanted to do that, as if it was a threat! When I was finally connected, I asked to speak to someone higher then a service call rep, I was told no one was there and I would have to wait 24 hours and then was directed to someone else.
I had to relay my whole story again, and then was told I would have to pay a service charge for someone to come out and collect the equipment or bring it back myself. I told her this was ridiculous since the problem wasnt through a fault on my end and I shouldnt have to pay for anything or take the time to drive 25 miles out of my way. She put me on hold and came back to tell me that she had to talk to her Team Leader, after being told no one higher was there, and arranged a date for pick up of the equipment.
I work for a software product company and I can say we have never treated any of our customers in this way. Its funny that when I initially called to get the service, the representative was so nice and willing to accommodate me in any way to make the sale but once the install started, it was turned around where the customer has to put up with incompetence, lies, rudeness and have to accommodate their company. I got an email address from the white marsh branch to send a complaint. I sent exactly what I wrote above and was replied with the basic form letter were sorry for the inconvenience, we always strive for better service, blah, blah, blah. I am now going to Verison and even though I have never had a problem with my cable tv, I am looking into dish services because I have no trust or confidence in them.
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