Comcast -astrophy!
Pathetic Product, Pathetic Service - Mokena, IL
In November, I contacted Comcast and signed up for the Triple Play promotion. I initially had trouble getting everything properly installed. I had to make several calls to the Comcast customer service line with often no resolution. When I ask to speak to a supervisor I’m put on hold for more than 10 minutes and the rep comes back on the line stating there is no supervisor available. They ask to take down my contact information and have a manager follow-up � this never happens. I have stayed home from work for several service calls to my home � some of which the technician has been late and in one case, didn’t come at all.
My phone has been unable to receive calls for the past 6 weeks. A technician was sent to my home and claimed to have fixed the problem. The problem remained and after daily calls to customer service several times a week over this timeframe, another technician was sent to my home this past Sunday. The technician first told us our phone was bad. While he was still there, we swapped out the phone with another � problem still existed. He then stated “it must be the wiring and we don’t touch that.” I informed him that not only had the initial installer work with the telephone wiring, but several technicians in between have touched the wiring. He then stated that the problem couldn’t be fixed because “we’re not your phone company.” I responded that you ARE my phone company and I would expect to receive and make calls with no difficulty.
Needless to say, I am livid! I have been forced to change phone carriers. For the safety of my family, I cannot afford to not have a home phone!
We have also encountered some problems with our cable services over time. Most recently, I noticed yesterday we didn’t have access to the Digital Classic channels. I called customer service and was first told I didn’t have Digital Classic although I have been getting billed for this. I was then told that I am no longer entitled to those channels because I cancelled the phone service. First of all, the phone service isn’t being converted until next Tuesday, so I should still have the same service today. Secondly, why wasn’t I informed of a change in my cable lineup? I have yet to speak to a competent individual at Comcast. Why my cable lineup was changed remains a mystery.
We have had billing issues as well.in early December (days after our original installation), I received a “disconnection” notice from Comcast. I called customer service who stated this was an error. I receive bills for different amounts than the automated system and internet account states. Although my account has remained current, I have received collection notices from an agency acting on Comcast’s behalf.
I am just touching upon the issues I have experienced. The fact that one of these items could happen, I would understand as an oversight, however, the fact that all of these have happened to me in the short timeframe I have been a customer is unacceptable!
Theresa L.
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