I logged onto comcast's online website in search of high speed internet. After speaking with a rep via chat, I ordered a modem, which promptly arrived a few days later. This was the only simple, easy, and straightforward part of my comast experience.
After the modem arrived, I was supposed to call the local number to schedule installation. I called, an appointment was made... And then the rep never showed up. This happened again the following week as well. Finally comcast told me the reason they didn't come out is because they do not service my area! Awesome, you guys don't show up for an appointment, don't bother to call, then reschedule and fail to show again... Only after I talked to someone with half a brain was I informed of the problem.
OK, enough time wasted, enter the "return the modem" saga. I call it a saga because it was. Speaking with the local person, I was told to call the 800 number to set up a return. I waited on hold for at least 10 minutes, only to be told I needed to call another number. Fair enough, I call, leave a message for return of equipment. I'm supposed to get a pre-paid box in the mail to return the modem. SUPRISE, it never arrives. I do the call, leave message this, and wait for box another 3 times before I give up.
Here I am, with a $90 modem that isn't usable, and guess what, comcast doesn't care.
I march down to the store after the 800 number tells me thats my only option. The store says they can't do anything for me because I don't have an account... I don't have an account because you don't service my area, guy looks at me confused. Almost as if someone had just done a David Copperfield trick in front of him. Store agrees to return the modem, and gives me a hand-written reciept of the return. The store tells me, get this, to file a chargeback with my CC!!! So I do, turn in my written reciept, and wait. Sure enough, comcast files a rebuttal saying the modem hasn't been returned. After speaking to them on the phone, comcast tells me they do not believe a rep would do this. I give the name and the guys initials, and comcast basically tells me I'm lying.
Thank god I've been with my CC company for over 12 years now, and they have taken care of me.
I hope someone else can learn from this saga.
0 comments