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UPDATE!!!!

As most of you know, I had a terrible experience with Comcast. Their customer service was, well, lacking (to be nice). If you need a refresher, please read below.

Today, I received a call.

“Hi, Lauren, this is Christina with Comcast.”

“Um, hi…”

“I’m calling about your blog. It sounds like you haven’t really had a great experience with Comcast!”

*cough* *choke* thinking to myself, “did they really just call me?”

Yes. Comcast called me. 

So, Christina apologized, broke down my bill for me, told me what she could do to make it as affordable as possible, and she did it! SHE DID IT! It wasn’t some empty promise (like tweeting with @ComcastBonnie was). I even have her direct phone number in case something else looks wrong on my bill.

I WAS TAKEN CARE OF. And she was just as nice as could be.

I have also received several emails directly from the corporate office! AND they’re sending someone out to fix my poor reception on Saturday! Can’t wait.

I was not asked to write this update, but I wanted to let everyone know that Comcast customer service does exist, it just might be a little difficult to find… may all you CS representatives learn from Christina. Mistakes happen. Own up to them. And make them right.

I HATE COMCAST!

Yeah. I said it. And I’m sure I’m not speaking for just myself here. I have had a HORRIBLE experience with them since I moved out to San Francisco.

Let me start at the beginning…

Day One

On the road, moving to San Francisco, I call Comcast. (Disclaimer, this is a summary, not exact words spoken by either myself or Comcast).

“Hi, I’d like to set up cable and high-speed internet in my new apartment”

Some blah blah blah and then a rendition of, “it’s going to cost you $150 dollars for both.”

“WHAT?!?!”

“Oh, wait there’s a special right now. We can give you cable with free HBO and high-speed internet for $44.99 a month.”

“GREAT! I’ll take it!”

Day Four

Comcast guy comes to my apartment to set up cable and internet. He provides me with a pretty silver box and a wireless router. Yippee!

Later Day Four

My internet doesn’t work. Call the Comcast guy. He comes back, begrudgingly. After fiddling around with the router and my computer, he determines that the problem is with my computer and “we don’t DO computers.” So I was all, “Ummmmm, Sir, my internet was working FINE two hours ago when I was at work.” And he was all,“don’t know what to tell ya.”

Sweet.

Really Late Day Four

I fix my own damn internet. The dude set it to a WAP connection and it needed to be a WEP connection and so I had to go onto Comcast’s secret site and redo the whole set up BY MYSELF.

Thanks Comcast.

Day Six

My cable doesn’t work. It’s all choppy and discombobulated and I can’t even get through the latest episode of Hung and I’m pissed. It’s like a remix for the TV and it ISN’T A GOOD ONE.

So I call Comcast.

“Um, hi, my cable is all screwed up.”

“Ok, let me reset your cable box; that should do the trick.”

“Great, thanks.”

Fifteen minutes later…

“Um, hi, my cable still doesn’t work.”

“Ok, let me reset your cable box; that should do the trick.”

“That’s what the last guy said. And it still doesn’t work.”

“That’s really all I can tell you.

Great.

So, it’s been two months and I’ve been watching intermittent cable. Meh, I’m not home that often anyway. Plus, I’m only paying $44.99 right? WRONG.

Get my bill from Comcast this month. $100.77.

EXCUSE ME???

Call Comcast.

“Um, hi, I’d like to discuss my bill. It’s over $100 and I was told I was paying $44.99 plus tax, of course. There must be some misunderstanding…”

“Well, let me look here… Looks like you’re paying $44.99 for the cable, $29.99 for internet, $15.95 for HDDVR and $9.99 for your router rental.”

*cough* *choke* *holy &^%$(@&* *breathe*

“That’s not exactly what I was quoted, but if you say that’s correct, can I pay my bill with you and then take the DVR off for future months?”

“You actually have to take the DVR box into a store in order to return it.”

“I don’t have a DVR box…”

“It’s your cable box.”

“The silver one?”

“Yeah.”

“But then I won’t have cable?”

“Then we’ll replace it with a regular box.”

“Why didn’t I get a regular box to begin with?”

“Don’t know.”

“Well, can you just send someone out to swap boxes?”

“No… we don’t do that anymore. You have to bring it in.”

“Super. So let me just pay my bill with you and I’ll try to find a store in this huge city and lug my cable box there and lug my new one back and hope I can successfully set it up by myself like I did my internet.”

“Well, you can pay your bill with me but it’s $3.99.”

CLICK

I know. Perhaps a little dramatic. But SERIOUSLY?!?!?!?!?!?!

I can’t believe that a company treats its customers this way. They’re basically giving me the middle finger and saying, “yeah, good luck with that.”

Not only was I misinformed, my problems were not resolved, I had to resolve them myself, I was charged for items I didn’t even know I was getting, and when I said I would just pay them right then and there, it was another fee. Yay! I love customer service!

Now, I’m on a hunt. I need to find another provider of internet and cable. Because I do NOT want to give another DIME to this company. Wish me luck.

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