Last week, I signed up for a promotional offer that I had received from Comcast. I had been an existing double play customer and the triple play package they offered was actually a few dollars less than what I was paying.
My problems started with the ordering process. The ordering process and confirmation showed that I was getting free professional installation. It even had me select my install time. After being connected with a rep to finalize the order, I was told that was a mistake and that they would NOT honor it. I persisted and said that I wanted the deal that I was offered.
To make a long story short, I had to escalate the issue all the way through the Executive Support department. After they saw my order confirmation showing free professional installation, they credited the installation fees to my account. It should have never had to go that far. I had a deal in writing. Honor the deal that your system quoted - it is as simple as that.
Now we move to the nightmare that was installation.... Appointment set for Saturday 1-3 PM. 3 PM comes and goes and I finally get a call that the installer will be delayed between 30-50 mins. I get an automated call saying I have a new appointment window of 3-5 PM. Fast forward to between 3:30 PM and 3:45 PM and I get a call that the installer isn't coming at all. They reschedule for 1-3 PM Sunday.
3PM Sunday rolls around and no sign of an installer. 3:15 PM rolls around and no courtesy phone call or notification of where my installer is. 3:30 PM and the installer finally shows up. He spends two hours getting it up and running. I have no complaints with him. He was professional and his work looked good. Unfortunately, that's one of the few positives I have at this point.
After THREE missed installation windows, they gave me a credit for $20. Wow. (Sarcasm intended)
Monday rolls around. I am still receiving internet speed that is half of my advertised rate of 105 Mbps. I'm averaging 30-50 Mbps on speed tests. I contact customer support. After going through the whole "power off your modem" routine, the rep finally figures out that my account has two levels of internet speed listed... Blast and Extreme. She transfers me to a billing rep that removes the slower speed from my account. My internet speed is finally where it is supposed to be.
Tuesday rolls around.... I have a dead X1 cable box. The other three boxes are working great. I unplug and reset the dead box four times with no results. I move it to another room where service is working. Still nothing.
I contact customer support. They send signals to the box and still nothing. Dead box. I finally hook up the box using Coax instead of HDMI and see a blue screen that says the box needs to download software. They tell me they are sending software to the box - still dead box.
Finally, after going through three tech support people, they tell me I need a tech visit. I ask when the first available tech visit is.... Saturday.... Over four days from when my box went out.
If there is ANY question of why Comcast has the worst reputation for customer service, my experience would be the perfect example. How can a company screw up and fail a paying customer so many times in under one week?
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