I called 3 nights ago to order Triple Play (order# 379775214), was informed I was to arrange a site survey, which I used my time to do (ticket #1287236). Today we received a phone message stating service is available at our address, our address was in your database and we were to call the 1800 number to arrange install. Upon calling the number, was now informed that digital telephone service was not available for our address, so the Triple Play was not available; was then offered high speed internet and cable (DVR/high-definition channels, HBO for 6 months) for 52.98/month for one year, requiring a one year commitment. Upon seeking to order this, I was requested to provide SSN for a credit check; I told your CSR I would have to see your policies on SSN before providing this information over the phone and call back. I found the policies on your website, read them and called
back.
Our address then could not be found in your system and we have to have a site survey done. I informed your CSR that one was already done and we were instructed to call you back; I was then transferred to another number which
just played a message that the office was now closed (listed on website as being available 24 hours day/7 days week). I called back again, was then told our address could not be located in the system, I told this CSR again
that we received a message instructing us to call and arrange installation—and trying to do that. I was again told they cannot locate our address in the system and they have to arrange another site survey, so I
requested him to escalate this matter to a manager as something is broken here, have now wasted 2 hours trying to order as a new customer. A "manager" came on the phone, ID'ed himself as Michael #31301, stating they cannot locate our address on your system and we have to contact the local office to arrange a site survey. I told "Michael" we have already had this done,
received a call message to follow up and was trying to order service as a new customer but you seem incapable of getting this done, so further escalate this to someone who can and was told by Michael there is nothing
further he could do.
My email reply to 2 CityDesk email responses:
304-xxx-xxxx—called your what I found is your Manassas center tonight, to resolve this before the "local" office closed and any customer service available 24/7 as advertised on your website—is not actually available other a message informing the local office is closed. Your sales person then obtained the address information, stated it was entered as 169 Wren Street, as "North" is "directional" (complete address is 169 Wren Street North) took 20 minutes on hold to confirm that service is available, did not want the ticket or order #'s when offered. Told him we started with Triple Play in this process, but digital phone then wasn't available, was offered high definition channels and DVR, and performance internet package, for $52.98 for one year, with one year commitment last night. Your CSR then expressly stated it, internet and digital TV, was a few dollars more at $55.02 monthly but only 6 months, then expressly stated he could a better deal for one year, but it would be $18 more. Told him if he didn't have the authority to honor the offer I was made last night, to get his supervisor involved as there is some history with this. I don't consider $18 more to be a better offer.
After another 15 minutes, someone who identified herself as the "supervisor" and "Mira", and upon further request "the only Mira in the Manassas Center" and "703-709-8974" as her direct phone line; I told her I was documenting this contact as I would also be following up with a reply to a Comcast corporate email and Consumerist magazine as to this experience—I then again explained above, Mira stated she could not honor the offer but would see what she could do—$69.99 for the internet and TV (I assume this is similar to the "$18 more" previously). I then offered her the original order # and ticket # for the site survey and she stated I "couldn't possibly have an order #" as they have to do a ticket #—she did not actively listen but cut me off with this, kept "overtalking" about there's no offer like, noone can do an offer like that and running on whenever I asked if she could please listen—so I could provide the order # I have from the original call (Your CSR instructed me to write it down!). I told her if she does not have the authority to resolve this, then let me speak to your supervisor—she became argumentative and stating the supervisor would only tell me the same—I again had to request "would you please listen a second" _repeatedly_, then requested to have her supervisor call me, she stated I would have to wait until Monday as its Friday night, the supervisor is off, and she (Mira) is in charge of the call center until 10 PM, etc.—before asking me for my phone number and name, and when i asked the supervisor's name who is supposed to call me, she rapidly stated "Dessica"—so I had to ask again and how its spelled.
Clearly, Comcast CSR's are promising anything to get you to buy, but will not honor their expressed offers to new customers
0 comments