I started service with Comcast at the beginning of this month, after moving from Philadelphia where I also had Comcast. First of all, I was charged a fee to cancel my comcast service early in Philadelphia so that I could transfer from Comcast to Comcast, which makes NO sense. I'm not even going to get INTO the nightmarish scenario that getting Comcast set up in Philadelphia entailed. I wouldn't have gone with Comcast again, honestly, but I have no choice based on the building I live in now in Baltimore.
Anyway, I set up my service installation appointment over a month ahead of time, since my work depends on my internet connection. Comcast did not show up for this appointment. My service window was 12-2pm and when I called at 230, they said they were running late and would be there in half an hour. At 330 I called again, they said the same thing. At 630 I called again, now having wasted half a day waiting for them, and I was told they would be there at 7.830 I called again, and the operator told me they couldn't contact the technician after 8, and I would have to reschedule.
"Appointment 2" and I use the term appointment lightly, since that is only a rough estimate of when Comcast MIGHT show up that day if they feel like it, was several days later. Comcast did the SAME thing for an entire day. Phone call after phone call, where they said the person would be there in 30 mins, or an hour, and no one ever came.
Appointment 3: SAME THING. 3 days wasted. I then asked to talk to a supervisor, and was told one would call me back within an hour. No supervisor ever called. I did the same the next day, no callback. AGAIN the next day, no callback. The best I could do was get someone to "walk over and talk to a supervisor" who got me an add on appointment the next day and a promise that he would follow up with me (which never happened).
Appointment 4: this was the expedited appointment I was given. Comcast showed up this time, 4 hours AFTER the allotted time window, but at least they showed up. The work order specifically mentioned (and I called to confirm this) that I would need 2 M type cable cards. When they showed up, the work order said this, but they had no cable cards. They told me I would need to reschedule to get the cable cards installed, but set up the rest of my service. I called after they left to schedule an appointment to get my cable cards installed, and they said the ticket was still open and they couldnt make a new appointment, and they couldn't close the ticket, the tech had to. I called several hours later, same thing. I called the next day, same thing. Ticket still open, more than 24 hours later. I finally managed to get someone on the phone who could close the ticket and make me a new appointment.
Between these appointments, I get 5 or 6 automated calls from Comcast asking if my problem was resolved and did I want to cancel my appointment? How can not having any cable cards be resolved? I also got a phone call from a survey group for Comcast seeing how satisfied I was with my installation.
Appointment 5: The tech calls, 3 hours after the end of the time window. They want to know what problems I am having with my service, and they have no cable cards with them. I ask why they wouldn't have cards when the entire purpose of the appointment was to install them? The tech says "I don't know why, I umm..." and then hangs up on me. I call Comcast again and tell them what happened, they say that he marked the job as completed, and I would have to make another appointment. I again ask to talk to a supervisor, they say one will have to call me back. Again, no call back. I call, talk to someone who tracks down cable cards for me and gets the tech to show up. The teach leaves after installing the cable card and I discover I get no premium channels (which I am paying for). I call in, and someone manages to fix this for me over the phone over about an hour and a half of troubleshooting.
Two weeks later (today) the premium channels go out again. I call in and explain the situation, I get an operator who says she is going to send a signal to my box, can I hold for a minute? Didn't work, they say I need to make a service appointment, so I make one for this coming Saturday which I'm sure no one will show up to. Then they say they want to try sending a signal again, I hear a click and I'm disconnected. I call back, get another operator who I explain the whole situation to AGAIN, confirming my account, name, address, etc every time. They say they think they see a problem on the account but it would need to be fixed by billing and she would transfer me. I ask if she is going to stay on the line and if not, can she tell me what the problem is that needs to be fixed. She says she is going to stay on the line. The phone rings, the person in billing picks up, the person who transfers me is gone. So AGAIN I explain the problem, confirm name, address, etc. They look over the account, say they think they see what is wrong, make a few changes and say they are sending a new signal, can I hold? 10 seconds later, the phone rings, and I get a NEW operator "hi thank you for choosing comcast, can I help you?" So AGAIN I explain the situation, say what heppened, comfirm the account, etc. The SAME THING happens, she puts me on hold, new operator, hi thank you for calling comcast, how can I help you? So I tell her I'm getting very frustrated, and have been on the phone for almost 2 hours now because I have to keep starting over again. 15 seconds of silence. I say "hello?" she says I'm here, how can I help you. I start to explain the problem, again, 15 seconds of silence. So I ask if there is anyone else there? More silence. I hang up, call back. I go through the whole initial wait period again, and this time when I get to the part where it says "you have an appointment scheduled, would you like to cancel or change it?" and I hit 1 to talk to an operator, it hangs up on me. I call back, it does the same thing twice more. I am SO frustrated right now, as seems to be the case every single time I have to deal with Comcast. I just wanted to let someone at the company know what kind of customer service they are offering, and what people have to deal with when they call Comcast.
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