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I signed up for the comcast bundle and was given an install date. The sign up was this online chat thing that took two hours as the rep was obviously “chatting” with ten people at once. I took the day off and stayed at home and waited. Noone showed. I called comcast and the automated line said the install was a week later. I thought maybe I made a mistake. Next week, again no show. I called and the date is now a week later. I stayed on the line and talked to a rep. They said that it took 5-7 days to “port” my old phone number from At&t to comcast. But it was now almost a month later. I asked why noone had bothered to notify me about the change in appointment. They said that an “automated call” was sent out, but I received no call. And the fact that this happened twice indicates to me that in fact no call was generated. They said they would try and get someone to come out that day. At the end of the day they called and said someone would come the next day. I again stayed home the next day. I called the automated service and the message said that the appointment was a week away. I got a rep on the line who assured me that they were coming between 11-2 that day. At 2, noone had showed up. I called back and they said my appointment was for a week later. I explained that I had been assured they were coming that day. They said someone would call back within the hour. No call. I called to cancel my subscription and was asked why? I explained the situation and they said they would get someone out there that day. I also asked if they would connect my Tivo or if they had DVR. and they said I would have to hook that up myself and they didn’t know if the techs had a “Tivo card”. Noone showed up anyway. At the end of the day someone called back and said they would cancel my subscription. Then I got another call asking why I was canceling? So frustrating. I went online and got an appointment for At&T U-verse with an email confirmation with no problems.
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I endured a similar experience when I moved 6 blocks and gave two weeks notice for my phone and internet package to be transferred. Only I had AT&T.
It took me over a week to get just a dial up connection to the internet. That went on for two weeks until I finally had Time Warner come and hook me up to their internet before I fired AT&T and let go of my dial-up connection.
I about went insane. I could never get a number to call the same person twice or even get a last name for a person. I spent hours upon hours on hold for I don’t even remember how many days. The most frustrating 3 weeks of my life.
This type of service ought to be illegal and maybe it is but who do you call?
Sorry for the unacceptable experience. I’d like to know exactly what happened on our end. If you don’t mind, will you please send me an email with your information (e.g., address where you were going to have service installed and phone number you provided to be listed on the account).
Thanks in advance. I appreciate you providing us the opportunity to improve our service.
Mark Casem
Comcast Corp.
National Customer Operations
We_can_help@cable.comcast.com
Comcast was the most vigorous of ALL (above the mortgage companies and credit cards)to SUE me for 150 bucks, even after the bankruptcy, they harrassed me. Then, a roommate signed up for Comcast, they hassled the roommate for being at the address someone was bankrupt residing. Had to tell the chat person they could talk to the attorney. Then, door to door sales guys offer FREE TV. Wait for the appointment.NO SHOW. No history of document signed on the porch. Never the same person on the phone twice. Their service is overpriced and BAD customer service!
Thanks for the warning Doug. I’ll never do business with Comcast, ever. That’s so outrageous, it’s hard to believe. But no one could make that sort of thing up–truth really is stranger than fiction.
I’ve had several experiences over the years like that–but even the worst of them didn’t amount to even one-third the incompetence, inability to handle normal and expected consumer needs–and a new customer, no less–and overall hassle that this horror story was.
Reminds me of AT&T shortly Before the break-up; Unregulated monopolies, even for the most die-hard, Chicago-School Capitalist, is always a bad thing.
Beginning with the Reagan Admin, the Antitrust Division of the Federal Government has (deliberately) atrophied to existence-in-name-only.
And now, what with the Supremes’ “Citizens United” perversion, the socio/psychopathic corporatocracy has life, the universe and everything pretty well nailed–absent a massive amount of public protest and non-violent civil disobedience.
Otherwise, Hayak’s “Road to Serfdom” book-title will have been literally represented by the last thirty years, and here we are.
Ironic, as it’s precisely the policies generated from this Economic School that brought about the effect exactly opposite to that (putatively) intended. Crap.
Hey Roland – my experience with AT&T was less than 2 years ago. It seems like they must get together and agree to all treat us like crap so that way it does little good to try and switch to a different company.
Doug, oh my god, I am so sorry for your nightmare customer service experience. I would be so angry.
I am trying to save money on my internet and phone expenses and had considered switching to comcast so I could go cell phone only service. Verizon doesn’t have DSL without phone service in my area and neither does any other company.
But after hearing so many horror stories about Comast, I have decided I will stick with Verizon and switch to the economy phone service once I find a cell phone plan I am happy with.
AA
Mr Casem,
This is Joshua Galle again, as promised I will continue to post everywhere I find until I get resolution.
My name is Josh Galle, Phone number is 678-551-5301 or 678-662-9447, I have been a Comcast Customer for 4+ years now at 3 separate residences. Each time I have moved I decided to select Comcast due to their Bundle Deals as well as overall satisfaction with Customer Service in the past. Overall I am still fairly happy with the Triple Play Bundle and service that I have had at my current residence for just over a year now.
However some consistent issues that have not been properly resolved over the past year and have created additional serious issues are as follows:
1) Since having Comcast installed at my new house just over a year ago in July 2009, the cable coming from the street to the exterior of my house was never installed properly, ie. it was not properly grounded, and also was never encased in a protective box. (I asked on numerous occasions for this to be corrected, and each time the Customer Service Rep or the Service Tech on location failed to notate the account or take proper corrective action).
2) I have had 3 seperate HD DVR boxes replaced/installed due to lightning strikes causing power outages and surges. (3 times in 1 year, this is a trend, and should already notate a serious issue)
3) Now moving forward July of 2010, due to surge from lightning strike on 7/26/10 that caused area outage overnight. my new Samsung 50″ 1080p Plasma TV and Samsung 5.1 DVD Theater system have been fryed
On 7/27/10 I hired my own electrician to inspect the house before calling Comcast because I wanted to make sure I didn’t have a power/electrical issue with the house, the electrician said the whole house checked out fine, no electrical issues, and since no other issues, he says the cable coming from the street to the splitter mounted on the exterior of my house was not grounded properly, and should have been encased in a box, this was likely the source of the surge entering my house. If it entered through the electrical system it would have tripped the high-end surge protector I have the tv, theater and HD DVR connected to.
The Electrician’s suggestion is that a surge coming through the cable, hit and fryed the exterior splitter, hitting an additional splitter in the interior, and hitting the Comcast HD DVR, and finally hitting my TV/Theater System through HDMI. The TV and Theater system still get power, and picture still shows clearly on TV via Coaxial connection, but my HDMI,Component, AV inputs on my TV are all not working, this means the entire input board on the TV is damaged. Also the HDMI connection on my Theater system no longer works along with the Component connections, this means the same damage was done to the theater system. Both the TV and Theater system were connected via HDMI to the HD DVR, and were plugged into a high-end surge protector, which did not fail or trip.
On 7/27/10 the Comcast tech (Charles) came out 2 hours after the end of the scheduled time, and found that the exterior splitter was not properly installed, said it may not have been properly grounded. Charles than inspected the interior splitter and said he was not getting any signal inside so that meant he needed to replaced the fryed splitters, he also inspected the HD DVR which was flashing an Err 65 code I believe. He stated that he believed due to the lightning storm and the entire Comcast system being hit, a surge may have hit the exterior splitter, then hit the interior splitter, and then the HD DVR and finally the TV/Theater system via HDMI, those were the only shared connections throughout the entire system. Charles called his supervisor ( John Richards, Tech Ops Supervisor Email:john_richards2@cable.comcast.com) both were in agreement that damage had been done through cable (Again let me clarify, I have no other damage from power to my house, except electronics connected to the Comcast HD DVR that shorted-out/fryed, along with multiple splitters, which were not grounded correctly nor installed correctly, this is Comcast responsibility, to properly install and inspect for safety and code, I have had an independent professional electrician that I paid to inspect, and his opinion is that Comcast is responsible, and I now have a Comcast Service Tech and his supervisor all stating that Comcast should cover repairs.
On 7/27/10 (Charles) repaired and properly grounded the exterior splitter, and installed a box to the exterior of the house to encase the splitter per my request. He then replaced a 4-port splitter in the interior of our house, and replaced our Cable box with the wrong box, we got a new HD Box, instead of an HD DVR that we pay for) he then spent 1/2 hour connecting the HD box to the TV via HDMI, Component, S-VIDEO, and A/V and no connection worked from the box to the TV, he stated no signal was making it to the TV. He even tried, brand new HDMI and Component Wires that he brought, none of these worked either. He further used the same new wires to re-connect the Theater system to the TV and that was no good as well. He then connected the new HD Box directly to the TV via Coaxial, and the TV finally had clear picture. So the TV is working (just the input board is fryed) and the Theater system is working (but input/output board is fryed)
On 7/27/10 Charles, Service Tech spoke to his supervisor and they told me I would have to call in and submit a “Claim” once the Repair Ticket was closed.
On 7/27/10 at approx 7:30pm I called and made a claim, and referenced ( John Richards, Tech Ops Supervisor) Claims rep told me I would get a call back in 24-48 hours, which I did not get a single return call ever.
On 7/28/10 I contacted a Samsung Authorized repair center , they said it would cost $500-$600 to repair/replace the input board on the TV and that the theater system cannot be repaired and must be replaced. There suggestion is not to spend the money fixing last years model TV that I recently purchased, but to replace with a new model. So basically I am currently out a $999 Samsung 50″ 1080P Plasma TV, and a $494 Samsung 5.1 1000w Dvd Home Theater System, for total of damages at $1493.
From 7/28/10 – 8/04/10 I called to follow-up with Claims everyday until I finally got a rep who was rude and told me the claim was denied and Comcast was not responsible, this is funny because John Richards the supervisor never came out to re-inspect, and notate the issues, how can a claim be denied so quickly without the proper information?
On 8/03/10 I decided to call sales and get my situation escalated, at which time I got a hold of (Rene, Sales Mangager in my area) Rene contacted John Richards the Tech Supervisor, and he set a time for 8/04/10 at 2pm to come to the house and inspect himself in person.
On 8/04/10 Upon John’s late arrival at approx 2:45pm he was quite rude by not introducing himself and when I was speaking to him, he was frequently interrupting me by not talking/listening to my issues and was instead constantly taking calls on his mobile. Finally he approached me and said “so you want to know what happened with the damage, and what Comcast will and won’t cover or repair?” I stated yes, and he asked me to show him what had happened. I walked him to the exterior connection from the street for the cable, pointed out the new box that was installed to encase the cable splitter, he opened and stated that the splitter had not been replaced and that it was properly grounded, he further said he was getting conflicting stories. He attempted to make it sound like there was no further issues, since the box had been installed and splitter was now grounded. I stated to him that upon (Charles, the service tech’s original arrival) their was no box installed, and that the grounding wire was not properly connected, I had an Electrician inspect who noticed the splitter was not grounded, and I personally observed Charles the entire time from inspection to repair, and watched him physically cut the ground wire, and than attach properly to the splitter with the mounting screw. I physically watched Charles install the box to encase the splitter, and than I escorted him to the interior, and watched him replace the 4-port splitter in the interior, as well as the HD Cable Box. I further shared that after Charles had tested all the various wires and input options and found the TV was not receiving signal, that he stated the input board was fryed on the TV and on my Theater system and would need to be repaired/replaced. He made a call immediately to John Richards, and they had a discussion for several minutes, and again this led to me being told to place the claim.
On 8/04/10 I re-iterated this entire sequence of events to John and initially he said that there was no way that power traveled through the cable and hit the TV, he now has changed his opinion or story and claims that the cable only carries low-voltage, and that it doesn’t travel through coaxial. He stated he would have another service tech come out, disconnect the previous ground wire, and then re-ground the exterior splitter to the main ground for the house. He also stated that the exterior splitter once the box was properly grounded, and that the fact that a box to cover the exterior splitter was never installed would not allow for a short/surge.
Who has conflicting stories now? because as I stated earlier I had already had an Electrician that I hired come and inspect before, and he stated that power does travel through cable, and it was the point of origin for a surge into my house to my TV/Theater system, since both were connected to the HD DVR via HDMI, and in this case they do carry power and that power to the cable box, tv and theater system were all through a surge-protector that had not tripped.
After being told a 3rd time that I was wrong, and that Comast wouldn’t cover it, I told John that I wanted the claim re-submitted or re-opened and wanted the TV/Theater system repaired or replaced. He said it would take 24 hours for him to submit a claim to Comcast’s insurance department, and they would contact me within an additional 24 hours.
So at this point, my TV/Theater system has been damaged for 8 days now, and until today I did not have my new HD DVR, and I finally got a whopping $24 credit for the lack of HD DVR and ON-DEMAND features? Why am I paying for service that I cannot properly receive, on my equipment that has been damaged by your equipment, and your failure to install and ground correctly?
On 8/05/10 I found this Comcast email address, and thought I would notify you, in hope that this case/claim be properly addressed before I choose to terminate my account with Comcast. as well as take legal action. I have also contacted various Comcast Employees through Twitter and other Social Networks to help resolve my situation.
The way I see it, Comcast makes about $100+ from me in monthly service fees for my HD Triple Play Bundle (Now Xfinity I guess), in a given year that is $1,200.
So let me ask: would you rather repair/replace $1493 and keep making $1,200 a year in the future? or lose $1,200 in annual revenue from me, and gain serious legal and negative PR? What is your profit margin on “nothing?”
The least I expect Comcast to do for me as a Customer is pay the approx. $1,493 to repair/replace my TV and Theater system. If this is done I will not pursue legal action, I will remove my online posts or complaints, and I will continue my service with Comcast.
Take care of me as a customer that is all I am asking for!
My contact info again:
Josh Galle
678-551-5301 or 678-662-9447
You should run, not walk, away from comcast atlanta. I would take them to small claims court to get reimbursed the cost of your tv. You can get a letter from your electrician documenting how their negligence led to your equipment being subject to lightning which is common in Atlanta but which is preventable with surge protectors which they did not install. I would terminate service and begin legal action. I am upset that people in downtown Atlanta have access to no other provider. That is an FCC issue. Is there no response? Atlanta comcast is truly cromagnon. Maybe we can start a facebook cause page. “comcastmark” never responded to my email btw. What a fake.
“Sorry for the unacceptable experience. I’d like to know exactly what happened on our end.”
Didn’t he just explain exactly what happened in the post?