I contacted Comcast to schedule cable TV service for my new apartment for installation prior to my move in date, but during the same week as my move. After more than 30 minutes on the phone, I agreed to try their digital phone service as well as the cable TV, and had two installation appointments scheduled for the following week on consecutive days, at times that would not interfere with my work schedule and would give me phone service and TV all ready to go before I moved in - or so I thought. I was happy and looking forward to a relatively smooth transition. I offer this report for anyone contemplating Comcast Cable service in the Portland, Oregon area.
A few days after my initial call, I received a voicemail on my home phone (not the contact number I had provided for follow up) from someone at Comcast claiming that I had not completed a "third party verification" and had until "tomorrow at 2:00 PM" to contact Comcast and complete this verification or my appointments would be cancelled. This message was left mid-morning on a weekday, when I was at work. About an hour later, another message followed saying that I since I had not contacted Comcast in time, my appointments were cancelled and another one would not be available for approximately 10 days. Keep in mind, these two messages were left for me on the same day and about an hour apart by the same person.
I had completed the third-party verification at the time of my original call to make the appointments. I did not receive either follow up message until nearly 5:00 PM, when I returned home from work the day of the calls. I immediately contacted Comcast and was told that nothing could be done. I hung up.
About 2 hours later, I called Comcast again and requested a supervisor. After a 10 minute wait, I was connected to someone who seemed very nice, claiming that my original appointment times were gone and that I could get another one if I completed the third-party verification that I had already completed. When I explained that I had already done that, I was connected to the third-party verification line, which promptly disconnected the call without allowing me to verify the appointments I had already verified and which had been presumably cancelled, but how could they have been if I was being asked to verify them?
Exasperated, I called back and another customer service person scheduled an appointment for me as if the original appointments had never been made - meaning, the third-party verification process was now not an option at all and I had to start over. This customer service agent did not require me to go through the third-party verification and scheduled the appointments for me for the next day. Relieved, I thanked him and hung up.
I arrived at the new apartment 45 minutes before the scheduled time and waited for the entire 2-hour window. Nobody from Comcast showed up or called. As I was leaving the apartment, now 3 hours late for work, I called Comcast, listened to the automated appointment confirmation message system and learned that my appointment had been rescheduled for a different day and time, without any notice to me whatsoever. I had waited for an appointment that had been rescheduled without my knowledge or consent.
Irate, I called Comcast again and this time, spoke with a supervisor, who apologized, offered me a discount and scheduled new appointments for me, again without the third-party verification requirement. Again, I arranged for time off from work, arrived at the new apartment well in advance of the appointment on the new appointment day and waited for the entire time. Nobody called. Nobody showed.
As I was leaving the apartment on this day, I called Comcast again, and discovered that my appointment had been rescheduled to a different day and time, without any notice to me whatsoever, AGAIN. Again, I asked for a supervisor. Again, I was connected to one and received offers of more discounts if I would make another appointment. So, I did.
Once again, I arrived at the new apartment well ahead of the scheduled time, this time waiting from 10:00 AM to 2:00 PM. Again, no call and no show. This is now, what? The third time? When I called Comcast as I was leaving, I discovered that the appointment had been moved to a different day again. There had been a message on my voicemail the previous evening, informing me that the installers needed extra time, so the appointment would begin at 10:00 AM instead of noon, and would last for from 3 to 7 hours, and that I needed to be there. I was expecting them anywhere from a start time of 10:00 on, if I was to believe the phone message, and then wait the entire time for them to complete the installation. I waited at the apartment from 9:15 AM to 2:05 PM. The apartment manager and a friend waited with me.
Upon leaving the apartment at 2:05 PM, I called Comcast and listened to the automated appointment system, which now reported my appointment time as Friday, at 10:00 AM to noon, two days later. I then called Comcast every hour for the next 3 hours to confirm my Friday appointment, which is now scheduled for the day after I move in. What this means is, I will have missed more than 2 full days of work, if you tally up all the hours I spent waiting for Comcast not to show up, I still do not have either phone service or cable TV service in the apartment, and I can't be sure whether I ever will. My movers are coming today, and presumably Comcast will be arriving tomorrow at 10:00. The final time I called Comcast, I informed the customer service agent that I would be waiting on Friday until 10:05 AM and if nobody from Comcast arrived by that time, I would simply leave and the service order is cancelled.
Actually, if nobody from Comcast arrives or calls me for this appointment, I won't bother trying to reschedule. I can't afford to take any more time off from work, for one thing. See, if I don't work, I don't get paid.in fact, I missed getting paid on time this week because I was at the apartment waiting for Comcast during the time when my hours would have been processed for payment, so, in addition to missing work, I missed getting paid, too.
Obviously, something is very wrong. Don't the schedulers at Comcast realize that moving is stressful enough without all this messing around? Moving takes up so much time - packing, organizing, cleaning, follow up - plus all of the extra expenses you incur without disturbances like this. I mean, just driving across town all those extra times burned up $20 worth of gas! When I add it all up, it's astonishing! I missed work, missed getting paid, wasted valuable time that could have been spent on packing or cleaning or some other move-related activity, plus - what about the rest of my life?
Comcast's total disregard for the value of my time is hard-wired into their system. If their policies allow for this unilateral rescheduling of appointments without notice or consent, then they clearly have no regard for their customers, despite their claims to the contrary. It's not just a lousy way to do business, it's mean.
Not only that, but what's all this business about a third-party verification? If it can be waived, then what's the point of even having it? From my perspective, it only served as a way of justifying a unilateral schedule change that I could not control or defend. The point being, unless I prove I performed the verification, Comcast is not obligated to provide the service. From their perspective, no contract exists without the verification. That's what they want you to believe going in. However, I'll say it again: if it can be waived, it's unnecessary. I offer that it's a built-in mechanism designed to derail a potential civil suit down the road. Until I get a better explanation, that's what I will believe.
In addition, I believe Comcast provides preferential treatment to customers living in affluent neighborhoods. When I brought this up during one of my follow up calls, I was assured that this is not the case. Sure. My boss lives in a very upscale neighborhood. His Comcast installation appointment last month was handled in a completely professional manner. My new address is somewhat downscale - decent, but not affluent by any means. It would take a lot of convincing to alter my opinion, considering the lousy treatment I've received so far. This kind of thing happens all the time. Nobody ever admits it outright, though, no matter how prevalent it really is. Prove to me it's not, I say.
Seriously, the only reason I'm giving them this many chances is that I have to. I have had a different service for the past 3 years, but I haven't been that happy with the quality of the picture/sound relative to the price per month. Even if I wanted to transfer my old account, the satellite companies either don't service this apartment building or there's some other restriction because none of the other tenants have satellite service. There is no TV reception without cable at this location, plus I really am not all that interested in strictly network TV.
I guess this is just a lesson in the power a monopoly can really impose on a person. I think Comcast owes me an apology, at the very least. I'm not waiting for that, though!
Although nobody from Comcast has defrauded me per se, they have dipped into my wallet and extracted money for gas that I didn't really have; they've interfered with my ability to earn a living in the manner I choose; they've upset me and disrupted my personal life; and I'm not even their customer yet! I'm not a stupid person, but this experience has left me feeling very stupid indeed. What kind of fool puts himself or herself through this kind of experience over and over? An irrational one. I'm stubborn, that's for sure. Mostly, I want the service. Really, I want them to follow through on their promise - at least one of their promises - it's all so upsetting.
I'd be interested in hearing other stories of abusive service providers and welcome any comments anyone has. Thank you.
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