Comments on: Waiting for Comcast “guaranteed” installation: holding your breath not a good idea

By: me

me — Tue, 26 Jan 2010 17:24:18 +0000

Comcast is horrible. I had a problem they said they would come out and I waited and they never did. I called Customer Service and I use that term loosely. I got someone in Mexico and they called me a liar, made me wait for a Supervisor who could hardly speak English and after an hour offered me a $20 credit. Comcast does nothing to retain customers and encourage loyalty. Uverse finally came to West Hartford, and it was installed when they said it would be and I am done with Comcast!

By: flavio

flavio — Sat, 16 Jan 2010 19:41:22 +0000

i dont understand why everyone is saying she was rude. she doesnt owe these people anything. she is paying alot of money for a service and is not getting what she paid for. if comcast is too busy then they need to hire more people, we all know they are a corporation and they are making a fortune each year on half asses service

By: Nathan

Nathan — Wed, 28 Oct 2009 14:58:43 +0000

well it took 4 tries to get a tech here and he informed me that he there would be a charge for the install to which i came here got the ceo’s email and wrote a lengthy “letter” to which i got a reply saying my fee would be waved and that they are going to call me for a follow up, whether or not they call me back i do not know yet but i have gotten confirmation on the fee being credited.

So in short go over these guy’s heads if you want anything done.

The first install i waited for two weeks and no one showed up, the second no one showed up, the third the tech came and said he couldn’t do it said he would have to bring help and come back the next day (i called tech support to discover my appointment had been set for the 30th to which i demanded an earlier time etc etc ended up getting my appointment today between at 8-11 at this point i had threatened to cancel my service before i even got it and all that but then i decided to take it a step further and informed the person i was speaking with that i was going to write an email to said ceo (that lit a fire i guess because here i am getting my service installed as i write from my sprint wireless dongle)

By: Paddy

Paddy — Tue, 22 Sep 2009 21:14:58 +0000

I too had missed two days of work with Comcast installation guarantees missed three in one day and two the next day in the Spring of 2007. I did not get any calls notifying me that appointment time could not be made or call backs when appointment times were missed and re-scheduled without any calls to coordinate them. I spoke to CT call center in Berlin and Enfield, but after 6PM my calls were then rolled to the Texas Call Center. I spoke with Melissa Mendoza that first evening as explained about 3 missed appointments and lack of communications. She re-scheduled the second day I did get her contact information. The first two appointments were missed the second day as well. I called and spoke with CT help center who then was able to schedule the tech to come out between 8-10pm. He did finish the job and I spoke with Melissa in the TX call center after 7PM. I did keep in professionally and received 3 months free of the 3x play package I ordered. Luckily I have not had any major problems to date.

By: Nancy

Nancy — Mon, 21 Sep 2009 10:39:59 +0000

I have had this same problem. I took a half day off from work to wait for Comcast to come to our home for a problem and they never showed. When I called Comcast to determine their arrival time, I was told they were coming the next day. We need a competitive cable environment where we can choose who to take as a cable company. Comcast should not have the market cornered in a location, nor should Charter, Verizon or any other cable company. We should have a choice. Wasn’t the phone company like this at one time?

By: Bryce Shashinka

Bryce Shashinka — Mon, 21 Sep 2009 06:25:27 +0000

I canceled my Comcast service when they changed CT over from Adelphia. the rep I spoke with could not believe that I wanted to cancel my account (fastest tier internet and every channel except the adults) because I started having problems. When I switched from AT&T DSL to U-Verse there was a problem and I would have been with no internet or TV for 3 weeks, I called Comcast and they actually did come within the install window, and were surprised again when I brought the equipment back after 2 weeks when AT&T was able to get everything working early. I also wish we could choose our own provider because I just started a job with Cablevision and could get free cable… oh well. To play devils advocate for the Comcast tech, being yelled at doesn’t help any of us see what is going on any quicker, we do understand, no matter which company you are calling, that it can be a pain to need to keep calling back and getting different people but at least at Cablevision all the supervisors have a direct line and the first level TSR’s are trained for 5 weeks in an attempt to provide better tech/customer support than a cretin other TV/Phone/Internet service providers that we compete with.

By: Rachel

Rachel — Tue, 08 Sep 2009 16:43:46 +0000

I really appreciate this story! It makes me feel like I am not the only one that has been jerked around by Comcast. My fiancée and I bought a house on June 15th. Comcast was “guaranteed” to install cable, internet, and phone on Saturday June 20th. Saturday June 20th came and went with no tech showing up. We spent all day on the phone and finally got a supervisor to admit no tech had been scheduled to come out to our house even though we had a “guaranteed” installation date and time frame. This same scenario (with slight differences) took place 7 different times! We have spoken to at least 15 different customer service reps and supervisors all that apologize for the lack of service but none that have actually helped with getting service. And on top of it Comcast has tried to bill us for service for the two months we did not have anything as well as hit us with four different installation fees (but yet we have never had them physically install anything in the house)! It is now September 8th and we still do not have cable or phone in the rooms in the house that it was supposed to be installed. We do have internet b/c my fiancée was able to run the line himself. If there was another service provider we would have switched by now (Dish network is the only other provider and the satellite signal is not strong enough because of the trees.). If any customer service reps from Comcast read this (and all the other posts) they should be ashamed to be working for a company that obviously does not care about its customers.

By: Eileen

Eileen — Mon, 07 Sep 2009 14:22:25 +0000

What’s ironic here is that when I lived in Virginia I only ever got to talk to customer service representatives in CT because my cell phone still maintained a CT area code. But I agree that Comcast is one of the most infuriating companies to deal with. As a result my family and I, currently living in New Britain CT have switched to AT&T which offers better services for the same or less than Comcast, AND they showed up on time to install them. Fingers crossed that AT&T will be available in your area soon. Corporate monopolies cause the consumer to lose every time.

By: Kevin in F-Town

Kevin in F-Town — Fri, 04 Sep 2009 02:45:19 +0000

comcast is the largest cable operator in the United States. due to some recent changes in regulations at the FCC, they may be able to get larger and take over more than 30% of the market. Currently, they hold about a 27% share.

By: Kevin in F-Town

Kevin in F-Town — Fri, 04 Sep 2009 02:44:01 +0000

I don’t bundle services, I advocate un-bundling. You have greater flexibility when things go wrong. Often times with these bundles — you blow the deal if you change one service down the road. Watch out for contracts and please please — get your promises in writing.

Comcast has a call center in Berlin and just opened one last year in Enfield. Why are Connecticut calls getting routed to Mexico?

Can someone tell me the purpose of the representatives in those locations?