In order to explain this fully, I will need to back-track a bit: please bear with me. My wife and I signed up for Comcast cable after moving to our new home about three (3) years ago. The installation was an utter nightmare: The tech worked for 45 minutes, then demanded we sign the work order, even though the service was not hooked up or working properly. We refused. The tech threw a cussing fit, which prompted a call to Comcast: they apologized and sent out another tech. Long story short, FIVE bad/non-functioning cable boxes, three days, and a hole drilled in my maple hardwood floor later, cable and internet were working. Complains about the time involved, the fact they sent out FIVE (5) bad units one right after the other, and, last but not least, the HOLE MY FLOOR (where they shoved the cable through from the basement were met with indifference. We were told the installers were sub contractors, and we would have to sue them to cover the damages. We decided it was not worth the cost, time, etc.
During the last three years we have had Comcast for both cable and internet, they have had an average of one over-charge every two months: movies we did not order (and CAN'T order without a special box), double billing, etc. Since there is no competing cable companie (and Dish did/does not over high speed internet) in this area, we had no choice but to deal with these on-going problems.
On 24 June the internet service stopped working. I called Customer Service, whom had me spend about 30 minutes doing things like unplugging everything, re-booting, etc (which I had done before calling, and told them as much). Nonetheless, they decided it was on their end of things, and transfered me to "tech support".
Tech support had me go through all the exact same steps (using up another 45 minutes of cellphone minutes), then determined their modem had failed. They scheduled someone to come out the next day.
When the service person arrived he looked under the desk at the cables, and said " that's the problem, it's your wiring and cables. There is a $35.00 charge for this becuase it's your responsibility for anything inside the home" I explained that it was NOT the cables, since:
1: THEY had installed everything: the wires and cables were as they did them
2: it had been working, more or less, for three years
3: THEY (Comcast) determined it was a bad modem
Furthermore, I asked not less than three times if there was a charge when scheduling the appointment. He replied " I'm not going to argue with you. It's the cables. Either pay the $35.00 or I don't repair anything."
I again refused, and called Comcast, asking for a supervisor. I was told no one was available. While I was on the phone with them, the service person called his boss on his cellphone, and told him (in my direct presence) " the customer is being a dick about the charge"
At that point I spoke loudly enough to heard on the other end of his phone, saying I would like to talk to the person directly, and I found both the attitude and language utterly unacceptable. At that point the person on the other end of the line said " Go ahead and waive the fee, I'll cover you on this one"
Case as may be, he cut the cables about three feet shorter and put on a new "splitter". This improved nothing. He mucked about for another 3-5 min., then said " Your internet is working, but you need a new modem."
I replied
" that's what I told you, what your own people told you, and you refused to listen. So, when will you be able to replace the modem?"
He stated it would take 30-40 minutes, and he would be right back.
About 30 minutes later a SECOND service person arrived with a new modem. He looked at the wires and cables, and said one had been cut too short: he got a longer hunk of cable from his truck (remember, the first one cut the cable!), hooked up the new modem and so forth. 10 minutes later everything was good to go.
I told the second service person about the first, stating I wanted to file a complaint about his language and attitude, not to mention attempting to charge me a $35.00 fee for warranty work. The second tech said " you mean "$20, and yeah, he shouldn't have done that"
When I pointed out he tried to charge me THIRTY-FIVE, not twenty dollars, the service person looked embarrassed and said nothing.
As soon as he left I called Comcast again, and asked to speak to the Manager. Was told they were not available. Ok. Could I please have the number and contact information for Corporate HQ? I was given a number (800-255-4600) that is no longer in service. I called back and asked for a VALID number, I was put on hold for 12 minutes, then disconnected.
I called back, and was again given the same phone number. I stated it was not in service. The girl on the other end of the line said " oh yeah" and then I was disconnected again.
Comcast has consistently attempted to over charge me (as I said, nearly every other month there is an invalid charge on my bill), has provided lousy service (numerous outages, etc).. And now this, which I consider nothing less than a blatant attempt at petty theft. Were there any valid and reasonable alternative I would never do business with Comcast!!!
SonofUDT
Manitowoc, Wisconsin
U.S.A.
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