I got Comcast nearly a year ago and it's been nothing but trouble for me since day one. Unfortunately the only other services offered in my location is Direct Tv who is just as bad, so I thought I would share my story in hopes that someone else may avoid they catastrophes in the future.
It all started with the day I signed up to get Comcast service. I was told by a supervisor that I would only need to pay $50.00 to have them come out and install their services and I could just pay the person that comes out the $50.00 in check or money order when he gets there. So they schedule someone to come out between 10am-2pm. 2pm arrives and no one has showed, I called Comcast and they stated he should have been there by now to give him another 30 minutes then call back. Well this charade kept up and he didn't show at all that day. Naturally, I called and complained and they said they would send someone out the next day.
The next day came and aroud 2:30pm a gentleman showed up. Before he even started connecting anything he told me I had to pay him over $300.00 to install services. I nearly blew a gasket right there. I calmly explained that I had been told $50.00, gave them the gentleman's name I spoke with and made the arrangements with and the man at my door basically said "oh well those agreements won't be honored if you can't pay this amount I have you get no services." I asked him to get his supervisor on the phone, and I spoke with the supervisor and they said I would have to wait another day for someone to come out and connect everything so they could straighten this mess out. Well, by this time I was very mad and on top of that this service man was getting ruder and ruder to me. While I talked to his supervisor he kept rolling his eyes at me.
They discovered that I was right (surprise, surprise) later that evening and said they would send someone out the next day. So the next day comes around and they send out the same guy from yesterday. I give him the $50.00 and he goes to start connecting everything. After no more than 5 minutes (and I mean this literally he only looked at things for 5 minutes) he came back and told me it's too much work for him he'll send a team out tomorrow.
At this point I blew up, I wasn't rude but I made sure he knew I was mad. I told him this was b/s they said he could do it, they already had me waiting for three days and that it's ridiculous that he won't do it because it's "too much work for him." He then has the nerve to tell me hold on because his PERSONAL CELL PHONE was ringing. He went to answer it and was talking to his friend about this "*tch client's house" he was currently at. I heard everything! When he got off the phone he got rude again and said bottom line is he wasn't going to do it, deal with it. I told him I would be in touch with his supervisor and he told me do what i want he doesn't care and as he walked off he called me a bitch. I was on the phone right away and explained everything to both a general supervisor and to his supervisor and they assured me they would deal with him, they would send someone the next day to turn everything on and I would NOT see him again.
Well guess what? The next day HE was the one to show up with 3 other guys to turn things on and AGAIN they made excuses why they wouldn't do it and all of them were rude to me. When they said they couldn't do it and left I called comcast and told them forget it I wasn't going to go with them because of everything they've put me through and to add insult to injury sending out the same guy that called me a b*ch the day before. They said wait give them one more try and they sent a new guy out that day who turned everything on himself.
So that was done and over with, they told me with the bundle package my payments would be around $130.00 a month. I have yet to see a $130.00 bill. It steadily rose from $145.00 up to nearly $230.00 and when I call them about this they always give me this b/s about "fees." It's funny how different months I get different fees.
Well this past month we hit a hardship and I had called to make a payment arrangement to split my bill into 2 payments. I agreed to pay $100.00 one week and the remaining $93.00 the next week. I was told by the gentleman on the phone I would get no service interruptions as long as I paid the remaining $93.00 by next Thursday. Well, on Wednesday I wake up to find my services off.
I get in touch with Comcast and got a rude woman on the phone who openly admitted there was an arrangement made on the account, but said that they aren't going to honor that agreement and now instead of paying $93.00 I would have to pay $304.00 to have my services back on. I told her that I just paid $100.00 the week before and there was no way I could pay $304.00 this week and that it wasn't fair to me they made an arrangement and now refuse to honor it. She got smart with me so I asked to speak to a supervisor. She put me on hold 15 minutes then came back and said the supervisor is too busy to talk to me but said to tell me there is nothing they are going to do to rectify the situation until I pay $304.00.
So I hang up with her and call back and get someone else, I explain my situation and tell her how the other woman was so rude to me and she looked at my notes and she also saw the arrangement made but adviced me she couldn't turn my services back on that only a supervisor could. So she placed me on hold and came back 10 minutes later and said her supervisor was on the other line but said she would call me back to work things out. I waited well over an hour and no supervisor ever called me. So I called back got someone new, explained my situation and low and behold it was another rude person who said I don't need to speak to a supervisor that they will not do anything for me. She told me that Comcast will NOT honor the original agreement (even though it was even recorded over the phone!) and that they will NOT restore services unless I pay this now $304.00. She refused to give me to her supervisor and just kept rambling about what they won't do. So I hung up and decided to call back and see if I could get someone else.
After over an hour and a half of calling I FINALLY got a hold of someone that was intelligent, her name was Valarie and we worked everything out. She got my services back on within a few minutes and we worked out the $304.00. She was brilliant! It's just a shame I had to waste an hour and a half of my time to work things out like this when it was their mistake to begin with.
I don't see how it's fair when one of their CSR's make an arrangement with me, a promise to pay and I keep my end of the deal but they don't. This has happened a couple of times to me with Comcast and they basically tell me they do not have to honor agreements. How professional is that? They basically say that they CAN and WILL lie to their customers basically. What kind of company makes arrangements and then goes back on them? Apparently the same company that refuses to give you to a supervisor to help solve the problems! Also, to this day I still have no worked out the constantly rising monthly bill issue either!
50% of the time I call in with a problem I get rude people on the phone with me and another 30% of the time I get people that don't know what they are doing. It's only that rare 20% of the time that I reach someone who is polite and professional that can solve my issues.
I would recommend for those that live in the Atlanta/Douglasville area if you have an issue with Comcast to ask to speak to Valarie in retention. She is the ONLY Valarie so that won't be a problem. Her operator id is 2p8.
Sara
Douglasville, Georgia
U.S.A.
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