I thought it would be easier to just copy and paste the email I sent complaining:
I will be copying this email to the FCC as well as some local newspapers (editorial) because I cannot believe the lack of service I have received-as well as a complete waste of 2 work days-from your company. For whatever reason, sometime during the day on Saturday afternoon I lost my internet connection. This would not usually be a very big deal but as I also have my phone service connected to my high-speed internet, no internet=no phone. And while it seems to have been a completely foreign notion for every single idiot I have spoken to at Comcast in the past 3 days, I do not have a cellphone. Therefore, I repeat, no internet=NO PHONE. I called the Customer Service number from my job on Sunday and asked the girl I spoke with to check my service. She said my modem was not connected. Since I knew it was, (and she was actually at least attentive) she offered me a tech call to my home the next day (Monday, yesterday 10/29) between 11am and 2pm. I thought that was great and jumped at it. She asked if there was a number to reach me and I said "all I can give you is my work number, but I leave at 5pm and after that I have no phone" having just explained why it was rather important I have internet access. Before I hung up with her I confirmed for sure that it would be between 11 & 2, because I was basically leaving a note for my boss that I was unexpectedly not coming in on time the next day. The rep assured me of this and I hung up (actually I asked to be transferred to someone else about the a billing question but later realized I had pulled up LAST year's bill). I will state for the record, again, without the internet, I have no phone at home.
Having said this again, I sat in my living room from 10:50 am to 2:15pm and waited. And waited. And waited. I finally gave up and headed to work-where there were TWO voicemails waiting for me. One from 5:15pm Sunday asking if I still needed a service call and one from 12:30 pm Monday asking AGAIN. Of course I was home. Needing a service call. I immediately called Customer Service from work (because nothing pleases your employers MORE than giving NO previous notice to come in last and then using their phone to make personal calls once you finally DO get to work!). I spoke with Robert there, who I right away apologized for knowing I'd be yelling at him but not meaning it personally. He told me Comcast had tried to reach me but my main number didn't work (DUH!) and I couldn't be reached at the other number (DUH and DUH) So I told him the reason I couldn't be reached, and that YES I still needed a service call but STILL wouldn't be reachable if I had one. He understand, apologized for the problems you idiots caused me (as well as lost time from work) and first tried to get the service guys back for me the same day but couldn't. He then PROMISED me that he would have someone at MY HOUSE between 11 & 2 the next day (meaning, today, Tuesday 10/30). I asked him how I could be sure the SAME THING would not happen and he SWORE to me he was putting in notes on my account making it very clear "go to the house even if you cannot reach customer by phone". I again had to tell my boss I needed to be late again and was told to just switch my day off now and work that one instead taking today off to wait. I actually had other plans that got ruined due to THAT, thank you.
So guess what happened at 2:15 this afternoon??? I GAVE UP WAITING again. I then got IN my car to drive all the way to the closest Comcast Office to ask if they could tell me WHY no one showed up. I was told my Rolando they called me and I didn't answer. WHAT IS THE POINT OF MAKING AN APPOINTMENT IF THEY DO NOT HONOR IT??? If I say yesterday I will be here waiting for 3 hours then I will be here waiting for 3 hours. Two days in a row I was told they tried to call me for something ALREADY SCHEDULED. They reneged on the appointment, no me! After explaining to yet another person I do NOT have a cell phone (or they'd have reached me, Einstein) he asked if I tried switching modems to see if that worked. This was when I pointed out THIS IS NOT MY JOB. And the person, or persons whose job IT IS, do not come when having made an appointment!!! I told him I wanted someone at my house-TODAY-as I had no more time off and even if I did that was not the point as I had already had an appointment. I was told he would "try to see" if he could get someone, and why don't I try calling Customer Service! I asked if he'd like to lend me his cell phone and he said he would not. I then asked if HE could maybe call Customer Service for me, since, as I pointed out. HE WORKS FOR THE COMPANY! He again said he would try but didn't know how long it would take. I offered to stand right there and wait. This did not please many people and I was not in the position to care. As the people at the next window were deciding with (I believe it was) Carol, whether or not to upgrade, I overheard the appointment being made for next week for a service man to go to their home. I pointed out the those customers to take that appointment with a grain of salt as they may or may not come. This was when "Carol" told me to "keep your mouth shut" it was none of my business. I pointed out it was a Public Service Announcement. And while I decided, for the sake of the other customers, not that bitch's, not to mention this IS America and freedom of speech, etc, is still allowed last I checked, I will remind YOU of it. And for ANYONE to tell me to BUTT OUT, you can make damn sure everyone I know will hear about it.in any case, realizing there was no hope of anyone helping me, I decided I had no choice but to at least TRY to fix it myself (again, something I do not get paid to do, yet those who do get paid never come). I went BACK home, got my modem, went BACK to the morons at the office-only to now get another one who told me if I had a problem they could help me over the phone to walk me through installing!!! Do they ALL take the Little Yellow Bus to work together? So now I take my exchanged modem home, spend 35 minutes trying to figure out what the hell I am doing (because I am a travel agent, NOT a computer tech, and did I point out. NOT MY JOB?) and FINALLY get everything hooked up. I have now missed a day and a half of work, wasted gas to drive back and forth and then back and forth again to the Comcast office, lost my original day off from work for this. And NOW, at 5pm just as I get it all done there is a knock on my door and 2 Comcast Service guys are standing there! They come in, look at my screen and say "oh, you're online. We checked the internet connection outside, so I guess we're done". And then they leave. Are you KIDDING me??? I already can't stand you people for the fact I have had to replace 3 cable boxes in 2 years due to poor appliances, and now I guess I'll be changing modems every few months, too. And we both know I can take it or leave it. So I do not expect anything at all from you-and when I DID, like service, I didn't get it anyway-but I did want to let you know I am blasting this all over the internet, to the FCC and anyone else I can think of. Thank you for nothing.
Bx2boca
Plantation, Florida
U.S.A.
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