After 43 years living in an area with no cable of any kind and only having the CenturyLink and DirecTV options, I finally moved this week to a House in a Comcast area. But the high level of confusion and
extreme amounts of incompetency is through the roof and I do not understand why.
Story: I called last week on Thursday and asked to have an installer on the 15th show up and install X1 Double Play (140+ channels Starter Package) because I would be out of town most of this week to help with Harvey victims. I asked for the 24 month locked in package because he said it would save me money, and one DVR and one mini box with scheduling, rewind, pause etc, plus 55 Mbps internet (with my own modem). He quickly said I had to have two DVR's with the 2nd one costing $9.95 because the small boxes do not have record scheduling, rewind etc. What? What kind of mini boxes do not do that basic function, especially when it says on Comcasts website that they do? Anyway, as I was already gone I called again to get things straight and to tell them I was coming home early and to please install it on the 4th, they quickly said we already have an appointment for you on the 5th????? How did I suddenly have an appointment on the 5th when I told them the 15th days earlier????? So they changed it for the 4th, as I requested, and I then drove the 1000 miles back home to be there on the 4th, got in late Sunday night and went to the new home on the 4th about 11am. Around 1:30pm I called just to make sure they were coming and they said they had no appointment and were NOT scheduled for the 4th, but instead had no schedule for me at all??? (Insert comical angry facial expression here) OK, here is where I suddenly turned red with anger, because I just drove 1000 miles from southern Louisiana to Albuquerque JUST FOR COMCAST"S APPOINTMENT on the 4th. Then they told me they couldn't show up until the 7th, (today) at the same time 1-3pm. So even though this gets me in trouble with my employer (I'm a truck driver) I agreed of course. I now lost 1000 miles of my time and now maybe 600-1000 in wages all because Comcast can't get or keep things straight? LOL WHAT???
So, today everything seemed to go OK, he showed up in decent time (2pm) and two guys installed the service but had no clue at all what they were supposed to install. No clue??? However, I told them X1 Double Play Starter 140+ channels with TWO DVR's, PLUS the 55 Mbps Internet with my own modem. He could NOT get it installed because the system would NOT let him use my Modem because I had Triple Play Service with unlimited phone service. WHAT???? How did it suddenly become Triple Play? He had to call in and ask for changes, and when he did they removed the second room entirely (Boy did this ever upset the installer AND me again). So not only does Comcast upset customers with incompetency, they also upset their installers with incompetency???? I do not understand how a large company like Comcast can be this unbelievably and extremely disorganized. I am trying hard to be understanding and kind, but they do not make it very easy.
Anyway after many hours of trying to get things working he finally got TWO X1 DVR's installed (so he said), but when they left the bedroom only has a small mini box, not the full sized X1 DVR I was just minutes, and last week told I would have, and HAD TO HAVE. WHAT???? I told them I MUST have recording abilities in BOTH rooms. Why did this yet change suddenly again?
OK, now I get home (to the other home I am moving out of) to my computer to look online and make an account with Comcast so I can check to see what the online services says I signed up for, and lo and behold it says I have, wait for it...... Limited Basic Service with 10+ channels at half the cost I was just quoted??? (about time to go into tears) So I called in and she tells me over the phone that I have the 172 channel Limited Basic package, not the Double Play X1 Starter I just signed up for and the installer said I had. WHAT???? this is where I now fully realize I am in a nightmare???
I just have no words for this "initial" experience. In one single week Comcast has managed to have more issues than ALL 12 YEARS of my service at both DirecTV and CenturyLink combined. Comcast has given me more stress in this week than I have experienced in my entire life of getting services from companies.
So, one question I have is, is this typical service of Comcast? How do I find out what package I have exactly if the person on the phone and my account say two entirely different things? Why is it when I get off the phone with them EVERYTHING about the deal changes????
Please could someone help me understand and please calm me down? Please? This is the single worst experience EVER!!! I have not even turned on the TV yet because I am so flustered with confusion and have my head buried in my desk in utter disbelief. I have 30 days to cancel for any reason (I have plenty already), so I may want to do that, but I need advice from others first. Oh and my DirecTV is still active until December, so I can easily get them to transfer service if I need to. Thanks
Please help me understand and Best Regards.
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