Apparently it was too late …
As you may have seen … I’ve been in an ongoing battle of sorts with Comcast lately. Today I received a bill in the mail for ~$460. I called to ask a question about my bill and navigated through the automated system, choosing options to get to billing. I got someone on the phone and stated simply, “I would like to ask some questions regarding my most recent bill.” He got my phone number and then said he’d have to transfer me to someone that could help me with that. Then a lady answered the phone, I again stated that I had a question regarding my bill. She said she would have to transfer me to someone that could help me with that after getting my phone number and confirming my identity. I asked her what department was she with because I’d already been transferred. She said something like she’s just first tier support or something like that, I had to ask her to speak up previously and she barely started speaking more loudly, so I was having trouble hearing her. She then placed me on hold and transferred me … to an automated system asking me to put in my phone number. So I hung up and dialed the number of the supervisor I had from earlier. I got her voicemail and left a message asking her to call me back. Then I called back in to 1-800-COMCAST. I again navigated the automated system, choosing the options for billing, etc. Another woman answered the phone and confirmed my identity, then said she’d have to transfer me to someone that could help me with that. I told her that I needed to be transferred to an actual person and that I kept getting transferred. I finally gave up on having faith in the ability to transfer me successfully and asked for her supervisor. She said she would transfer me to a supervisor in billing. I told her that wouldn’t work and I needed to speak with her supervisor. He got on the phone and finally got me someone that could speak with me about my bill.
It turns out my account has not been credited as I had been promised nearly a week ago. She was able to tell me that there were notes on my account from the supervisor that had called me back on Tuesday and left me her desk number. The note said she hadn’t noticed the credit I told her I was supposed to be receiving and that she was investigating it further and planned to call me regarding it. So I’m left waiting for her to call me back. It is good that she’s attempting to be proactive about it, but it’s too little too late I’m afraid. I told the person I was speaking with that I wanted to go ahead and cancel my phone and cable internet service. You’ll never guess what she said … that’s right, I had to be transferred to someone that could help me with that. Heh, I should have known that one was coming.
Anyhow, I got the two services cancelled, and I’m considering canceling the entire account. I can use my AppleTV to get HD movies, and I can use Netflix/iTunes to get TV series when they hit DVD. It’s beyond poor customer service now, and is well in the land of absurd.
Comcast … /sigh
On the upside, DSL has been installed. Amazingly it has, so far at least, been nothing but a pleasant experience. I called in to order it, no problems there (although that’s nothing special, they’re always GREAT at customer service when trying to sell you something). The guy came out to install it in my house. He was pleasant, and actually fun to talk to. We had minor difficulties getting the activation program to run on my MacBook, but then we ran it on my PC and things went through quickly. My router was acting up, likely because we’d been flipping it between computers and shutting it on and off so much, so I let him go before I had it working with my router. Shortly after he left I got the router working and called into technical support to get some help with making it work with my DSL modem. They had no problem with the fact I wanted to get it working with a router. The phone support simply asked me for the model on my cable modem and the model on my router, and quickly guided me through the steps on both devices (yeah, he even knew every place I needed to click in my routers config) and things were working great. I get the full bandwidth on it (luckily I’m near a central office apparently, which I didn’t know until the installation guy told me) and things have been smooth so far.
So, I’d have to say, two thumbs up for Verizon and their DSL service. I’m even considering getting phone service from them now. However, two thumbs down on Comcast. They’re having trouble even keeping my cable TV account at the moment.
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