In June a tech came out to repair my internet. Without checking, he drilled a hole in my wall, did not plate it, and now I have a hole and coaxial cable poking outside through my siding.
I called the company to report the damage and was given a phone number to call and file a claim. I called that number, was given a claim number, and was told someone would be contacting me to schedule a time to come repair it.
About a month later I emailed to check the status of my repairs, and told them no one has contacted me regarding my claim. She gave me another claim number and told me the same thing that someone would come out and repair the damage. Again, no one showed up.
I finally got upset and called to talk to a supervisor. She kept saying she was sorry, and apologized for any inconvience this has caused. Her name was Maura, (not sure on the spelling). She asked me if I had paid my bill for that month yet, I told her no and that I was thinking of not paying anything else until they repaired my home. I also told her to cancel my account and I would hire an attorney to handle this for me. She told me not to cancel, and told me not to pay my bill that she was going to credit my account since this has been going on for so long. She admitted that this should never have gone on this long. The good thing is, I have learned a long time ago to document everything, and even taped the conversation. I used their words, "this call may be monitored or recorded for quality assurance purposes", that way she couldn't come back and say she didn't know it was being recorded.
Well, again nobody showed up, and my service was suspended for non-payment. I called them again, and when I told them I was going to have a reporter friend come take pictures and do a story on it, they turned my service back on.
This same scenario went on for several more months. I finally got tired of dealing with the local office, so I contacted the corporate office and let them know everything that had been going on. Within an hour of emailing them, I got a call from a man named David. He asked for all of the details again, and said I have caused the General Manager to get involved at this point. He had my service turned on and told me that he would personally be keeping an eye on my account and that something would get done. He was right about something getting done. The next day someone came and climbed the pole and disconnected my service again. When I spoke to that tech and told him he needed to contact David, he apologized and said it was a mistake, but that he had to go on another call and would not be able to turn it back on right then. I was in the middle of a test, (taking online college classes), when he turned it off. When I called the office, they said someone would be out around 4pm to turn it back on. And again I got the "sorry for any inconvience this has caused". Needless to say it ticked me off pretty bad that he shouldn't have turned it off, and was going to leave without turning it back on.
More time went on, and they disconnected my service again. I called them and explained that David said he out notes on my account and that I wished to speak to him. They said he no longer worked there, and they would not restore service unless I paid the past due amount. I refused and told them I would contact the corporate office again. I did contact them and spoke to Dora again. And as usual, I got the apology again, and she said she would have the service restored. She assured me that my service would not be interrupted again, and that someone would be in contact me to repair the damage.
By now it is the end of February this year, and someone did come out and take a look at the damage. He said it would be no problem to fix it, and that he would have their contractor call me and set up a time to come out. It was over a month later when the contractor called me wanting to come out, the problem is I was in the hospital with an 8 inch incision from a major abdominal surgery. I had called Dora from the hospital and told her that I was in the hospital and that there would not be anyone home. I called the contractor when I finally got home, but could only reach his voicemail. I haven't heard anything else, and now my service is off again.
I finally got to the point that I am tired of being treated this way. I called Dora and left a message that I would consult with an attorney, I would contact the media, and I wanted to know where I can take my cable box to cancel my account. I am going to have someone else come and repair the damage, and I want to turn in my box so that if it goes to court they can't say that I still have their equipment. I still haven't heard anything from them about this.
I have filed complaints with the BBB, the AG's office, and am going to post on every site that I can. I have also contacted some reporters I know. I want to warn people about this company. It just proves that a large company such as Comcast, does not care about 1 little customer that is unhappy. I have just been lucky that they admit fault in emails and in phone conversations, and I have kept every one of them.
Sorry this was so long, but I wanted to be accurate so that other people do not end up with the same problems I have had. My advice is, watch people closely if you have anyone installing anything in your home. Be sure to question them before they start drilling or doing anything that can cause damage.
I will post an update as soon as something gets done. I hope nobody else has to go through anything like this. Feel free to send me a message/email if there is any other info you would like. I will be happy to provide more specific details.
Thanks.
Ross
North Little Rock, Arkansas
U.S.A.
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