Comcast, My Trials and Trevails
I don't often use these note thingies, but I had a full-blown temper
tantrum in the lobby of a Comcast office today, and I thought venting
here would make me feel better.
Want to hear the story? I bet you do!
Ok, so my wife wanted the Oprah Channel. I wanted BBCAmerica, and DisneyXD (for the boy! Not so I could watch super-hero cartoons, certainly!) So, after minimal discussion, we decided to upgrade. Extra ten bucks or so a month. M made the call, Comcast threw the switch, hunky-dory, right?
Nope.
We only got the upgrade on 1 out of 3 of our TV sets. Called CC to trouble-shoot, and was told that the cable boxes on our two subsidiary sets were not capable of receiving over channel 99. ( After holding around 30 mins)
"But," I said, "I'm currently watching channel 127 on one of those boxes as you're telling me that. And there's about a dozen channels over 99 that I currently CAN see."
"Yes sir, now that we see that we'll eliminate those channels once the next digital lineup-change occurs."
(Please note that since the digital changeover, CC has changed our lineup at least weekly, as well as switching channels daily from cable/box.)
"So...I called to complain that I wasn't getting channels I'm paying for on all my boxes, and your answer is that you're going to give me EVEN FEWER channels?"
"Yes, sir."
"How long have I been a customer?"
"We show you being a customer for nearly nine years, sir."
"Ok. Well what do I need to do to get my service in the other two rooms in my home?"
"You'll need to get a different box for those two rooms. It will be $14 mo. for rental of those 2 boxes."
>At this point, I was shuffled about as I continued to request a free equipment upgrade. Each operator seemed more confused by my request. This took a total of about 25 minutes. I've been on the phone for over an hour by this time. As I'm getting the run-around, I'm on a rival companies web-site checking their prices/specials. Operators continued to insist that the boxes I was receiving channels above 99 on could not be receiving those channels. SyFy (127) is on my TV as they're saying it.
Finally, I told whatever operator I'd been bumped to that I could get a better deal at >blank< company and I'd like to cancel my service. So, they sent me to the "cancel-my-service" operator.
"Ok, sir! I'm sorry to hear you're thinking about leaving Comcast. Can you tell me why?"
Grr. But I explained it as calmly as I was able. (By that point, you could have fried an egg on my head.)
Well, sir, we can't fix your box problem but I recommend you switch to >blank< package for $xx a month which would solve your problem.
"But that's more than I'm paying now, and >blank< company can give me more service, including installation, internet and boxes plus a DVR that works in every room for $25 cheaper than that. I'd even be saving money on the deal as I can cancel my current DVR service."
"I'm sorry, sir, but we don't match prices. Isn't there anything I can do to keep you with Comcast?"
Not wanting to go through the bother of changing, I said. "Sure! Send me the two boxes I need rent-free!" (As I had suggested to several previous operators.)
"I'm sorry sir, we just can't do that."
So, I make arrangement to cancel. (This is around Jan 12th.) The operator says;
"You'll need to mail the boxes back, at your expense, or you will be billed for them."
"No, I think I'll just return them locally. Where is your GR office?" (This is an important detail. Don't forget it later!)
"It's at XXXXX sir! Now, what date do you want your service terminated?"
"January 28th." (This is the day I'd already arranged for >blank< to come install.)
"Ok! You're all set! >click
Seconds later, a voice from downstairs...
"What happened to the cable?!"
That's right! They immediately terminated my service. I was too angry to call back, so Michele called back (1/2 hour wait) and the tech said "Immediate shutoff on Jan 28th! That doesn't make any sense!" and turned it back on.
All in all, this days phone festivities took about 2+ hours.
Flash forward 2 weeks. (To today!)
Michele called Comcast on Thursday to settle our final bill. They say they cannot settle the bill by phone/internet as we are no longer customers. Whatever. Then they shut off the cable again. (1 day early!) Not worth fighting about. We'll mail 'em a check.
...but I see where this nightmare is going. And--not wanting to receive a bill for unwanted cable boxes, I carefully wrap everything up to take it to the CC office on my lunchbreak. I put the address given to me in my GPS and drive away.
To an empty parking lot, next to an abandoned office building.
"Aaaaaaaaugh!"
That's right folks! Comcast doesn't even know where their own office is!
So I slap "Comcast" into the GPS and drive to the nearest address given. (Turns out it's their corporate office.) On the way, I call CC to confirm that there will be someone there to take my box. Operator-lady in East-wherever assures me that there will be. (But only after insisting that the empty parking lot I've already been to is their office.)
So, I drive an extra 15 minutes down 28th st. and go to the corporate office. There IS an equipment drop-box on the front steps, but there's no way in heck I'm dropping this off and not getting a receipt at this point, so I walk in the lobby and it's a security office. I can't get the lobby phone to connect me with anyone, but a guy comes out the door and asks me what I'm trying to do. (In fairness-this unfortunate man was quite nice.) I explained my situation, and he says he doesn't really see what he can do to help me, but I can drive to Wyoming and return my equipment.
And I LOST IT! Stamping my feet, shouting, the whole nine yards.
Finally, secretary-lady comes out of the building. (I'm gonna be on someone's "best-of" security cam footage.Watch for it on You-Tube soon.) Secretary-lady tells me to calm down. (I deserved that.) I apologize to unfortunate-man for the loss of my temper, and shake his hand. He makes a quick get-away. Secretary-lady takes my boxes, prints me a reasonable facsimile of a receipt, signs it, gives me her office number and sends me on my way.
Anyone want to place odds on future billings from Comcast?
So, there you have it, folks! Another example of "Comcastic" customer service.
I'll let you know how our new TV/Internet/Phone service is working out.
Want to hear the story? I bet you do!
Ok, so my wife wanted the Oprah Channel. I wanted BBCAmerica, and DisneyXD (for the boy! Not so I could watch super-hero cartoons, certainly!) So, after minimal discussion, we decided to upgrade. Extra ten bucks or so a month. M made the call, Comcast threw the switch, hunky-dory, right?
Nope.
We only got the upgrade on 1 out of 3 of our TV sets. Called CC to trouble-shoot, and was told that the cable boxes on our two subsidiary sets were not capable of receiving over channel 99. ( After holding around 30 mins)
"But," I said, "I'm currently watching channel 127 on one of those boxes as you're telling me that. And there's about a dozen channels over 99 that I currently CAN see."
"Yes sir, now that we see that we'll eliminate those channels once the next digital lineup-change occurs."
(Please note that since the digital changeover, CC has changed our lineup at least weekly, as well as switching channels daily from cable/box.)
"So...I called to complain that I wasn't getting channels I'm paying for on all my boxes, and your answer is that you're going to give me EVEN FEWER channels?"
"Yes, sir."
"How long have I been a customer?"
"We show you being a customer for nearly nine years, sir."
"Ok. Well what do I need to do to get my service in the other two rooms in my home?"
"You'll need to get a different box for those two rooms. It will be $14 mo. for rental of those 2 boxes."
>At this point, I was shuffled about as I continued to request a free equipment upgrade. Each operator seemed more confused by my request. This took a total of about 25 minutes. I've been on the phone for over an hour by this time. As I'm getting the run-around, I'm on a rival companies web-site checking their prices/specials. Operators continued to insist that the boxes I was receiving channels above 99 on could not be receiving those channels. SyFy (127) is on my TV as they're saying it.
Finally, I told whatever operator I'd been bumped to that I could get a better deal at >blank< company and I'd like to cancel my service. So, they sent me to the "cancel-my-service" operator.
"Ok, sir! I'm sorry to hear you're thinking about leaving Comcast. Can you tell me why?"
Grr. But I explained it as calmly as I was able. (By that point, you could have fried an egg on my head.)
Well, sir, we can't fix your box problem but I recommend you switch to >blank< package for $xx a month which would solve your problem.
"But that's more than I'm paying now, and >blank< company can give me more service, including installation, internet and boxes plus a DVR that works in every room for $25 cheaper than that. I'd even be saving money on the deal as I can cancel my current DVR service."
"I'm sorry, sir, but we don't match prices. Isn't there anything I can do to keep you with Comcast?"
Not wanting to go through the bother of changing, I said. "Sure! Send me the two boxes I need rent-free!" (As I had suggested to several previous operators.)
"I'm sorry sir, we just can't do that."
So, I make arrangement to cancel. (This is around Jan 12th.) The operator says;
"You'll need to mail the boxes back, at your expense, or you will be billed for them."
"No, I think I'll just return them locally. Where is your GR office?" (This is an important detail. Don't forget it later!)
"It's at XXXXX sir! Now, what date do you want your service terminated?"
"January 28th." (This is the day I'd already arranged for >blank< to come install.)
"Ok! You're all set! >click
Seconds later, a voice from downstairs...
"What happened to the cable?!"
That's right! They immediately terminated my service. I was too angry to call back, so Michele called back (1/2 hour wait) and the tech said "Immediate shutoff on Jan 28th! That doesn't make any sense!" and turned it back on.
All in all, this days phone festivities took about 2+ hours.
Flash forward 2 weeks. (To today!)
Michele called Comcast on Thursday to settle our final bill. They say they cannot settle the bill by phone/internet as we are no longer customers. Whatever. Then they shut off the cable again. (1 day early!) Not worth fighting about. We'll mail 'em a check.
...but I see where this nightmare is going. And--not wanting to receive a bill for unwanted cable boxes, I carefully wrap everything up to take it to the CC office on my lunchbreak. I put the address given to me in my GPS and drive away.
To an empty parking lot, next to an abandoned office building.
"Aaaaaaaaugh!"
That's right folks! Comcast doesn't even know where their own office is!
So I slap "Comcast" into the GPS and drive to the nearest address given. (Turns out it's their corporate office.) On the way, I call CC to confirm that there will be someone there to take my box. Operator-lady in East-wherever assures me that there will be. (But only after insisting that the empty parking lot I've already been to is their office.)
So, I drive an extra 15 minutes down 28th st. and go to the corporate office. There IS an equipment drop-box on the front steps, but there's no way in heck I'm dropping this off and not getting a receipt at this point, so I walk in the lobby and it's a security office. I can't get the lobby phone to connect me with anyone, but a guy comes out the door and asks me what I'm trying to do. (In fairness-this unfortunate man was quite nice.) I explained my situation, and he says he doesn't really see what he can do to help me, but I can drive to Wyoming and return my equipment.
And I LOST IT! Stamping my feet, shouting, the whole nine yards.
Finally, secretary-lady comes out of the building. (I'm gonna be on someone's "best-of" security cam footage.Watch for it on You-Tube soon.) Secretary-lady tells me to calm down. (I deserved that.) I apologize to unfortunate-man for the loss of my temper, and shake his hand. He makes a quick get-away. Secretary-lady takes my boxes, prints me a reasonable facsimile of a receipt, signs it, gives me her office number and sends me on my way.
Anyone want to place odds on future billings from Comcast?
So, there you have it, folks! Another example of "Comcastic" customer service.
I'll let you know how our new TV/Internet/Phone service is working out.
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