Waiting for Comcast "guaranteed" installation: holding your breath not a good idea

John Shulansky of West Hartford tried to help his daughter, Karah, get her internet and cable installed today at her apartment where she is living while attending college.

She was given a guaranteed installation today between  8 and 10 am.    At 10:15, she called and was told first, that someone was at the apartment at 9:57.  “I was there..They were not.  Then, she was advised that someone would call back within 90 minutes,” John wrote me.

“At 10:40, I called Comcast myself.  I spent 26 minutes on hold.  (There is no prompt on the 800 number regarding installations, so you go into a void).  I spoke with someone in an offshore call center, who acknowledged there was a problem.  I asked for a supervisor.  After 47 minutes, I was transferred to a Spanish speaking person, who had a hard time understanding me.  She was in Mexico.  She acknowledged the problem and promised that I would be called within 90 minutes to reschedule the installation today.”

“At 1:50, I called Comcast again, and I got a very helpful person in the Plymouth, MA call center (Melody).  She reviewed the record and acknowledged the problem.She offered a $20 credit for failing to fulfill the guaranteed service. She promised that I would get a call within 90  minutes to schedule the installation today (see a pattern?).  Less than 10 minutes later, Melody called to advise the install would happen today between 4 and 7 pm. ”

“At 6:30, my daughter called Comcast to ask if the installers were on the way.  She was just advised that installation has been scheduled for September 18th between 2 and 4pm.  No one notified her or me, and as I write this I am on an online chat with Arjun (39599) in some unknown call center who is trying to appease me. ”

Can you say monopoly? 

John

George,  Here is a copy of the online chat that just finished.user Karah_ has entered room
Karah(Mon Aug 31 2009 18:24:59 GMT-0400 (Eastern Daylight Time))>
I have been waiting 11 hours for a GUARANTEED installation today and Comcast has been awful.  Still no one.

analyst Gerardo.38183 has entered room
Gerardo.38183(Mon Aug 31 2009 18:27:55 GMT-0400 (Eastern Daylight Time))>
Hello Karah_, Thank you for contacting Comcast Live Chat Support. My name is Gerardo.38183. Please give me one moment to review your information.
Gerardo.38183(Mon Aug 31 2009 18:28:03 GMT-0400 (Eastern Daylight Time))>
I appreciate you taking time to chat in your concerns today. I am hoping you are feeling good today.
Karah_(Mon Aug 31 2009 18:28:13 GMT-0400 (Eastern Daylight Time))>
I am very angry
Karah_(Mon Aug 31 2009 18:28:18 GMT-0400 (Eastern Daylight Time))>
 i have wasted my entire day
Gerardo.38183(Mon Aug 31 2009 18:28:32 GMT-0400 (Eastern Daylight Time))>
I understand that there is a missed appointment for installation. Is that correct, Karah?
Karah_(Mon Aug 31 2009 18:28:34 GMT-0400 (Eastern Daylight Time))>
and still have no cable or internet
Karah_(Mon Aug 31 2009 18:28:41 GMT-0400 (Eastern Daylight Time))>
at least 2 of them today
Gerardo.38183(Mon Aug 31 2009 18:28:54 GMT-0400 (Eastern Daylight Time))>
I do apologize to know about what happened.
Gerardo.38183(Mon Aug 31 2009 18:28:56 GMT-0400 (Eastern Daylight Time))>
No worries.
Karah_(Mon Aug 31 2009 18:28:57 GMT-0400 (Eastern Daylight Time))>
i have spent over 3 hours on the phone with comcast
Gerardo.38183(Mon Aug 31 2009 18:29:00 GMT-0400 (Eastern Daylight Time))>
Just give me a moment to pull up your account and check on my resources to give you detailed information regarding your concern. 
Gerardo.38183(Mon Aug 31 2009 18:29:02 GMT-0400 (Eastern Daylight Time))>
One moment, please.
Karah_(Mon Aug 31 2009 18:29:03 GMT-0400 (Eastern Daylight Time))>
and still all talk
Karah_(Mon Aug 31 2009 18:29:14 GMT-0400 (Eastern Daylight Time))>
and they stop intalling at 7 pm
Gerardo.38183(Mon Aug 31 2009 18:29:32 GMT-0400 (Eastern Daylight Time))>
I understand where you are coming from, Karah.
Gerardo.38183(Mon Aug 31 2009 18:29:45 GMT-0400 (Eastern Daylight Time))>
That is really frustrating. I can understand how you feel.
Karah_(Mon Aug 31 2009 18:29:47 GMT-0400 (Eastern Daylight Time))>
no you don’t.  i have been lied to over and over
Karah_(Mon Aug 31 2009 18:29:52 GMT-0400 (Eastern Daylight Time))>
promises made and not kept.
Gerardo.38183(Mon Aug 31 2009 18:30:13 GMT-0400 (Eastern Daylight Time))>
I just need to check the order for you.
Gerardo.38183(Mon Aug 31 2009 18:30:13 GMT-0400 (Eastern Daylight Time))>
One moment, please.
Karah_(Mon Aug 31 2009 18:30:20 GMT-0400 (Eastern Daylight Time))>
classes start tomorrow and ihave no internet and cannot wait for someone to not show up
Gerardo.38183(Mon Aug 31 2009 18:31:34 GMT-0400 (Eastern Daylight Time))>
For verification purposes, may I have the last four digits of your Social Security Number, please?
Karah_(Mon Aug 31 2009 18:31:47 GMT-0400 (Eastern Daylight Time))>
one sec
Gerardo.38183(Mon Aug 31 2009 18:31:56 GMT-0400 (Eastern Daylight Time))>
Thank you.
Karah_(Mon Aug 31 2009 18:32:05 GMT-0400 (Eastern Daylight Time))>
xxxxx Gerardo.38183(Mon Aug 31 2009 18:32:12 GMT-0400 (Eastern Daylight Time))>
Thank you for that information.
Gerardo.38183(Mon Aug 31 2009 18:33:25 GMT-0400 (Eastern Daylight Time))>
After checking your account, I have seen here that your appointment has been re scheduled to September 18, 2009 between 2 pm to 4pm.
Karah_(Mon Aug 31 2009 18:33:33 GMT-0400 (Eastern Daylight Time))>
NOT ACCEPTABLE
Karah_(Mon Aug 31 2009 18:33:43 GMT-0400 (Eastern Daylight Time))>
I need to talk to a supervisor
Karah_(Mon Aug 31 2009 18:33:45 GMT-0400 (Eastern Daylight Time))>
NOW
Gerardo.38183(Mon Aug 31 2009 18:34:09 GMT-0400 (Eastern Daylight Time))>
You are not scheduled for an appointment today.
Gerardo.38183(Mon Aug 31 2009 18:34:13 GMT-0400 (Eastern Daylight Time))>
Okay.
Gerardo.38183(Mon Aug 31 2009 18:34:14 GMT-0400 (Eastern Daylight Time))>
Not a problem.
Karah_(Mon Aug 31 2009 18:34:26 GMT-0400 (Eastern Daylight Time))>
WRONG. I was scheduled foday between 8 and 10 am
Gerardo.38183(Mon Aug 31 2009 18:34:28 GMT-0400 (Eastern Daylight Time))>
I am going to transfer you to my Supervisor, Karah.
Karah_(Mon Aug 31 2009 18:34:36 GMT-0400 (Eastern Daylight Time))>
have someone call me at 860 983 4969
Gerardo.38183(Mon Aug 31 2009 18:35:02 GMT-0400 (Eastern Daylight Time))>
I am going to get my Supervisor for you.
Gerardo.38183(Mon Aug 31 2009 18:35:03 GMT-0400 (Eastern Daylight Time))>
One moment, please.
Gerardo.38183(Mon Aug 31 2009 18:39:18 GMT-0400 (Eastern Daylight Time))>
Please stay on the chat. I am going to transfer you now, Karah.
Gerardo.38183(Mon Aug 31 2009 18:41:22 GMT-0400 (Eastern Daylight Time))>
Please wait, while the problem is escalated to another analyst

analyst Arjun.39599 has entered room
Arjun.39599(Mon Aug 31 2009 18:41:32 GMT-0400 (Eastern Daylight Time))>
Thank you for contacting Comcast live chat support. My name is Arjun.39599, I will be happy to assist you today.

analyst Gerardo.38183 has left room
Arjun.39599(Mon Aug 31 2009 18:41:42 GMT-0400 (Eastern Daylight Time))>
Hello Karah.
Arjun.39599(Mon Aug 31 2009 18:41:49 GMT-0400 (Eastern Daylight Time))>
How are you doing today?
Karah_(Mon Aug 31 2009 18:41:55 GMT-0400 (Eastern Daylight Time))>
Awful
Karah_(Mon Aug 31 2009 18:41:58 GMT-0400 (Eastern Daylight Time))>
Comcast is awful
Karah_(Mon Aug 31 2009 18:42:20 GMT-0400 (Eastern Daylight Time))>
I HAD A GUARANTEED INSTALLATION FOR BETWEEN 8 AND 10 AM TODAY
Arjun.39599(Mon Aug 31 2009 18:42:29 GMT-0400 (Eastern Daylight Time))>
We apologize.
Karah_(Mon Aug 31 2009 18:42:35 GMT-0400 (Eastern Daylight Time))>
THAT DOESNT HELP
Arjun.39599(Mon Aug 31 2009 18:42:43 GMT-0400 (Eastern Daylight Time))>
Let me see what I can do help you.
Karah_(Mon Aug 31 2009 18:42:46 GMT-0400 (Eastern Daylight Time))>
I HAVE WASTED 11 HOURS WAITING FOR YOU
Karah_(Mon Aug 31 2009 18:42:56 GMT-0400 (Eastern Daylight Time))>
NO CALLS, NO APOLOGIES
Karah_(Mon Aug 31 2009 18:42:59 GMT-0400 (Eastern Daylight Time))>
NO SERVICE
Arjun.39599(Mon Aug 31 2009 18:43:07 GMT-0400 (Eastern Daylight Time))>
I know this can be fraustrating. Please give me the opportunity to help you out.
Karah_(Mon Aug 31 2009 18:43:09 GMT-0400 (Eastern Daylight Time))>
AND, I NEED INTERNET FOR COLLEGE CLASSES
Karah_(Mon Aug 31 2009 18:43:13 GMT-0400 (Eastern Daylight Time))>
TOMORROW
Arjun.39599(Mon Aug 31 2009 18:44:17 GMT-0400 (Eastern Daylight Time))>
Let me pull up your account.
Arjun.39599(Mon Aug 31 2009 18:45:20 GMT-0400 (Eastern Daylight Time))>
Will it be alright if I place you on hold for a couple of minutes while I do so?
Karah_(Mon Aug 31 2009 18:45:48 GMT-0400 (Eastern Daylight Time))>
I would rather talk to you by phone, but my last call took 45 minutes wait time.
Karah_(Mon Aug 31 2009 18:45:59 GMT-0400 (Eastern Daylight Time))>
I have no choice but to wait
Arjun.39599(Mon Aug 31 2009 18:46:05 GMT-0400 (Eastern Daylight Time))>
We apologize.
Karah_(Mon Aug 31 2009 18:46:14 GMT-0400 (Eastern Daylight Time))>
that means nothing
Arjun.39599(Mon Aug 31 2009 18:46:38 GMT-0400 (Eastern Daylight Time))>
Karah, let me check the details of your account first.
Karah_(Mon Aug 31 2009 18:46:46 GMT-0400 (Eastern Daylight Time))>
sure, why not
Karah_(Mon Aug 31 2009 18:46:53 GMT-0400 (Eastern Daylight Time))>
i will sit here
Arjun.39599(Mon Aug 31 2009 18:47:01 GMT-0400 (Eastern Daylight Time))>
Thank you.
Arjun.39599(Mon Aug 31 2009 18:51:04 GMT-0400 (Eastern Daylight Time))>
Karah, it was confirmed that you ahve a scheduled appoinment on September 18, between 2-4pm.
Karah_(Mon Aug 31 2009 18:51:12 GMT-0400 (Eastern Daylight Time))>
liar
Karah_(Mon Aug 31 2009 18:51:25 GMT-0400 (Eastern Daylight Time))>
IT WAS CONFIRMED BY WHOM?
Karah_(Mon Aug 31 2009 18:51:51 GMT-0400 (Eastern Daylight Time))>
I HAVE SPENT HOURS ON THE PHONE WITH COMCAST TODAY ABOUT THE GUARANTEED INSTALL TODAY,
Karah_(Mon Aug 31 2009 18:52:01 GMT-0400 (Eastern Daylight Time))>
IT HAS BEEN ACKNOWLEDGED AT LEAST 4 TIMES
Karah_(Mon Aug 31 2009 18:52:12 GMT-0400 (Eastern Daylight Time))>
YOU HAVE CHANGED IT WITHOUT NOTIFYING ME
Arjun.39599(Mon Aug 31 2009 18:52:11 GMT-0400 (Eastern Daylight Time))>
Let us keep this session the professional way.
Karah_(Mon Aug 31 2009 18:52:24 GMT-0400 (Eastern Daylight Time))>
PROFESSIONAL? 
Karah_(Mon Aug 31 2009 18:52:31 GMT-0400 (Eastern Daylight Time))>
COMCAST IS NOT AT ALL PROFESSIONAL
Arjun.39599(Mon Aug 31 2009 18:52:30 GMT-0400 (Eastern Daylight Time))>
Okay. Here is what I am going to do.
Arjun.39599(Mon Aug 31 2009 18:52:49 GMT-0400 (Eastern Daylight Time))>
Do not worry, I can help you on this.
Karah_(Mon Aug 31 2009 18:52:55 GMT-0400 (Eastern Daylight Time))>
LETS SEE
Arjun.39599(Mon Aug 31 2009 18:53:16 GMT-0400 (Eastern Daylight Time))>
Please give me time to work on this.
Arjun.39599(Mon Aug 31 2009 18:53:24 GMT-0400 (Eastern Daylight Time))>
Would you mind continuing to hold for a few more minutes?
Karah_(Mon Aug 31 2009 18:53:29 GMT-0400 (Eastern Daylight Time))>
SUURE
Karah_(Mon Aug 31 2009 18:53:37 GMT-0400 (Eastern Daylight Time))>
WHAT ELSE CAN I DO? 
Arjun.39599(Mon Aug 31 2009 18:53:42 GMT-0400 (Eastern Daylight Time))>
Thank you.
Arjun.39599(Mon Aug 31 2009 18:55:14 GMT-0400 (Eastern Daylight Time))>
Karah, I will contact the dispatch team about this.
Karah_(Mon Aug 31 2009 18:55:21 GMT-0400 (Eastern Daylight Time))>
THEY ALREADY KNOW
Arjun.39599(Mon Aug 31 2009 18:55:22 GMT-0400 (Eastern Daylight Time))>
I will escalate your request to them.
Karah_(Mon Aug 31 2009 18:55:38 GMT-0400 (Eastern Daylight Time))>
THIS HAS BEEN ESCALATED TWICE
Arjun.39599(Mon Aug 31 2009 18:55:38 GMT-0400 (Eastern Daylight Time))>
Please give me time to work on this.
Karah_(Mon Aug 31 2009 18:55:50 GMT-0400 (Eastern Daylight Time))>
IT WAS A PROMISE TO INSTALL TODAY
Karah_(Mon Aug 31 2009 18:55:56 GMT-0400 (Eastern Daylight Time))>
TWICE
Karah_(Mon Aug 31 2009 18:56:13 GMT-0400 (Eastern Daylight Time))>
ESCALATION HAS BEEN WORTHLESS
Arjun.39599(Mon Aug 31 2009 18:58:20 GMT-0400 (Eastern Daylight Time))>
I understand where you coming from right now.
Arjun.39599(Mon Aug 31 2009 18:58:29 GMT-0400 (Eastern Daylight Time))>
Let me work onthis.
Arjun.39599(Mon Aug 31 2009 18:58:35 GMT-0400 (Eastern Daylight Time))>
Let me work on this.
Karah_(Mon Aug 31 2009 18:58:42 GMT-0400 (Eastern Daylight Time))>
OH SURE.. YOU ARE NOT SITTING IN AN APARTMENT WITH NO INTERNET AND NO TV.
Karah_(Mon Aug 31 2009 19:00:20 GMT-0400 (Eastern Daylight Time))>
AND CLASSES START TOMORROW
Karah_(Mon Aug 31 2009 19:00:38 GMT-0400 (Eastern Daylight Time))>
I CANNOT WAIT AROUND FOR SOMEONE TO SHOW UP OR NOT SHOW UP AGAIN
Karah_(Mon Aug 31 2009 19:01:04 GMT-0400 (Eastern Daylight Time))>
I WAS OFFERED A $20 CREDIT.  THAT IS A JOKE
Arjun.39599(Mon Aug 31 2009 19:06:29 GMT-0400 (Eastern Daylight Time))>
Karah, I am contacting our dispatch team.
Arjun.39599(Mon Aug 31 2009 19:06:52 GMT-0400 (Eastern Daylight Time))>
I am currently on hold.
Karah_(Mon Aug 31 2009 19:06:58 GMT-0400 (Eastern Daylight Time))>
I AM HERE.
Karah_(Mon Aug 31 2009 19:09:25 GMT-0400 (Eastern Daylight Time))>
it is now past 7 pm here, which was the end of the promised time of installation today.
Arjun.39599(Mon Aug 31 2009 19:10:00 GMT-0400 (Eastern Daylight Time))>
Karah, how did you order the service.
Karah_(Mon Aug 31 2009 19:10:08 GMT-0400 (Eastern Daylight Time))>
on the telephone
Arjun.39599(Mon Aug 31 2009 19:10:11 GMT-0400 (Eastern Daylight Time))>
Karah, how did you order the service.?
Arjun.39599(Mon Aug 31 2009 19:10:47 GMT-0400 (Eastern Daylight Time))>
Okay. When was it confirmed that it will be today?
Karah_(Mon Aug 31 2009 19:10:55 GMT-0400 (Eastern Daylight Time))>
that makes no difference. multiple people have acknowledged the appointment
Karah_(Mon Aug 31 2009 19:10:59 GMT-0400 (Eastern Daylight Time))>
yes, it was confirmed
Karah_(Mon Aug 31 2009 19:11:09 GMT-0400 (Eastern Daylight Time))>
and agreed that the time was missed.
Karah_(Mon Aug 31 2009 19:11:29 GMT-0400 (Eastern Daylight Time))>
one person tried to tell me that someone was at the apartment at 9:57 am today, but I was there.
Arjun.39599(Mon Aug 31 2009 19:11:31 GMT-0400 (Eastern Daylight Time))>
When was it confirmed and agreed?
Karah_(Mon Aug 31 2009 19:11:48 GMT-0400 (Eastern Daylight Time))>
i can’t remember
Arjun.39599(Mon Aug 31 2009 19:11:54 GMT-0400 (Eastern Daylight Time))>
Okay.
Karah_(Mon Aug 31 2009 19:12:24 GMT-0400 (Eastern Daylight Time))>
and who cares.  i have had conversations with service persnnnel today who AGREE they missed the scheduled appointment
Karah_(Mon Aug 31 2009 19:12:55 GMT-0400 (Eastern Daylight Time))>
customer service personnel
Arjun.39599(Mon Aug 31 2009 19:13:03 GMT-0400 (Eastern Daylight Time))>
What I can do here is to make sure that you will not be charged for the installation.
Karah_(Mon Aug 31 2009 19:13:15 GMT-0400 (Eastern Daylight Time))>
i won’t pay it anyway
Arjun.39599(Mon Aug 31 2009 19:13:17 GMT-0400 (Eastern Daylight Time))>
I can see here that the appoinment has been re-scheduled.
Karah_(Mon Aug 31 2009 19:13:27 GMT-0400 (Eastern Daylight Time))>
i cannot wait until the 18th
Karah_(Mon Aug 31 2009 19:13:39 GMT-0400 (Eastern Daylight Time))>
and who rescheduled without telling me?
Karah_(Mon Aug 31 2009 19:13:57 GMT-0400 (Eastern Daylight Time))>
after it was GUARANTEED TWICE today!?
Arjun.39599(Mon Aug 31 2009 19:14:38 GMT-0400 (Eastern Daylight Time))>
It would be the technician.
Karah_(Mon Aug 31 2009 19:14:41 GMT-0400 (Eastern Daylight Time))>
it needed to be done today, which is why i scheduled it in advance
Karah_(Mon Aug 31 2009 19:14:53 GMT-0400 (Eastern Daylight Time))>
that is good customer service?
Karah_(Mon Aug 31 2009 19:15:08 GMT-0400 (Eastern Daylight Time))>
that is responsible monopoly power?
Karah_(Mon Aug 31 2009 19:16:12 GMT-0400 (Eastern Daylight Time))>
i have waited 11 hours for Comcast.
Karah_(Mon Aug 31 2009 19:16:36 GMT-0400 (Eastern Daylight Time))>
NOTHING.  NO calls, no courtesy, no way to contact anyone other than sit on a phone for hours.
Karah_(Mon Aug 31 2009 19:16:47 GMT-0400 (Eastern Daylight Time))>
using my cellphone minutes
Karah_(Mon Aug 31 2009 19:17:18 GMT-0400 (Eastern Daylight Time))>
and you take advantage of the consumer and customer
Karah_(Mon Aug 31 2009 19:17:28 GMT-0400 (Eastern Daylight Time))>
we cannot do anything
Karah_(Mon Aug 31 2009 19:17:42 GMT-0400 (Eastern Daylight Time))>
but be treated like dirt
Karah_(Mon Aug 31 2009 19:17:48 GMT-0400 (Eastern Daylight Time))>
as if we do not count
Karah_(Mon Aug 31 2009 19:17:54 GMT-0400 (Eastern Daylight Time))>
our time is worthless
Karah_(Mon Aug 31 2009 19:18:08 GMT-0400 (Eastern Daylight Time))>
and we have to pay what you charge
Karah_(Mon Aug 31 2009 19:18:20 GMT-0400 (Eastern Daylight Time))>
even when service stinks
Karah_(Mon Aug 31 2009 19:20:16 GMT-0400 (Eastern Daylight Time))>
what am i supposed to do now?
Karah_(Mon Aug 31 2009 19:20:30 GMT-0400 (Eastern Daylight Time))>
you have any idea how long we have been online?
Karah_(Mon Aug 31 2009 19:20:43 GMT-0400 (Eastern Daylight Time))>
where is your supervisor?
Karah_(Mon Aug 31 2009 19:20:52 GMT-0400 (Eastern Daylight Time))>
his/her supervisor?
Arjun.39599(Mon Aug 31 2009 19:21:06 GMT-0400 (Eastern Daylight Time))>
I am the supervisor.
Karah_(Mon Aug 31 2009 19:21:13 GMT-0400 (Eastern Daylight Time))>
i have no dinner or lunch waiting for comcast
Arjun.39599(Mon Aug 31 2009 19:21:14 GMT-0400 (Eastern Daylight Time))>
I am working on this with the dispatch team.
Arjun.39599(Mon Aug 31 2009 19:21:18 GMT-0400 (Eastern Daylight Time))>
I am calling them now.
Arjun.39599(Mon Aug 31 2009 19:23:40 GMT-0400 (Eastern Daylight Time))>
I appreciate your patience on this.
Arjun.39599(Mon Aug 31 2009 19:27:27 GMT-0400 (Eastern Daylight Time))>
I am still working on this. Would you mind continuing to hold for a few more minutes?
Karah_(Mon Aug 31 2009 19:27:49 GMT-0400 (Eastern Daylight Time))>
sue,  i have nothing else to do today but deal with incompentence.
Karah_(Mon Aug 31 2009 19:28:06 GMT-0400 (Eastern Daylight Time))>
i am hungry and tired.  i have been waiting since  before 8 am for comcast.
Karah_(Mon Aug 31 2009 19:28:15 GMT-0400 (Eastern Daylight Time))>
its now almost 7:30 pm
Karah_(Mon Aug 31 2009 19:28:32 GMT-0400 (Eastern Daylight Time))>
i have spent hours on the phone.
Karah_(Mon Aug 31 2009 19:28:38 GMT-0400 (Eastern Daylight Time))>
i have classes tomorrow
Karah_(Mon Aug 31 2009 19:28:40 GMT-0400 (Eastern Daylight Time))>
sure, i can wait
Arjun.39599(Mon Aug 31 2009 19:28:43 GMT-0400 (Eastern Daylight Time))>
I am still contacting them.
Arjun.39599(Mon Aug 31 2009 19:28:58 GMT-0400 (Eastern Daylight Time))>
I have yet to confirm if they are still open.
Karah_(Mon Aug 31 2009 19:29:08 GMT-0400 (Eastern Daylight Time))>
your customer service is terrible
Arjun.39599(Mon Aug 31 2009 19:29:21 GMT-0400 (Eastern Daylight Time))>
If not, what I can do here is to note your account. Then, I will give you a call tomorrow.
Karah_(Mon Aug 31 2009 19:29:33 GMT-0400 (Eastern Daylight Time))>
no.  i want intall tomorrow
Karah_(Mon Aug 31 2009 19:29:36 GMT-0400 (Eastern Daylight Time))>
not a call
Arjun.39599(Mon Aug 31 2009 19:29:44 GMT-0400 (Eastern Daylight Time))>
I will ask for the earliest available time.
Karah_(Mon Aug 31 2009 19:30:02 GMT-0400 (Eastern Daylight Time))>
i am going to have to arrange for someone else to be at the apartment.
Arjun.39599(Mon Aug 31 2009 19:30:07 GMT-0400 (Eastern Daylight Time))>
I was advised to contact this phone number 888-633-4266.
Karah_(Mon Aug 31 2009 19:30:09 GMT-0400 (Eastern Daylight Time))>
how can i do that at a moments notice?
Karah_(Mon Aug 31 2009 19:30:18 GMT-0400 (Eastern Daylight Time))>
oh, I forgot, my time is worthless.
Arjun.39599(Mon Aug 31 2009 19:30:38 GMT-0400 (Eastern Daylight Time))>
I am doing my best here to help you out.
Karah_(Mon Aug 31 2009 19:30:45 GMT-0400 (Eastern Daylight Time))>
not very good, is it?
Arjun.39599(Mon Aug 31 2009 19:30:52 GMT-0400 (Eastern Daylight Time))>
This is handled by our dispatch department.
Karah_(Mon Aug 31 2009 19:30:55 GMT-0400 (Eastern Daylight Time))>
so much for being a supervisor.
Arjun.39599(Mon Aug 31 2009 19:31:03 GMT-0400 (Eastern Daylight Time))>
I am still on hold.
Karah_(Mon Aug 31 2009 19:31:07 GMT-0400 (Eastern Daylight Time))>
no power, no authority, no service
Karah_(Mon Aug 31 2009 19:31:24 GMT-0400 (Eastern Daylight Time))>
you’re just like me!
Arjun.39599(Mon Aug 31 2009 19:31:48 GMT-0400 (Eastern Daylight Time))>
Karah, I would also like to suggest that you call the dispatch department so you could directly talk to them.
Arjun.39599(Mon Aug 31 2009 19:32:03 GMT-0400 (Eastern Daylight Time))>
Do not worry, I will call you tomorrow and make a follow up.
Karah_(Mon Aug 31 2009 19:32:04 GMT-0400 (Eastern Daylight Time))>
that really helps me a lot
Karah_(Mon Aug 31 2009 19:32:17 GMT-0400 (Eastern Daylight Time))>
i will be in classes.
Karah_(Mon Aug 31 2009 19:32:20 GMT-0400 (Eastern Daylight Time))>
call my father
Arjun.39599(Mon Aug 31 2009 19:32:34 GMT-0400 (Eastern Daylight Time))>
Here is the number I dialed 1-888-633-4266.
Arjun.39599(Mon Aug 31 2009 19:32:44 GMT-0400 (Eastern Daylight Time))>
I will give you a call tomorrow.
Karah_(Mon Aug 31 2009 19:32:50 GMT-0400 (Eastern Daylight Time))>
here is my fathers number 860-983-4969
Arjun.39599(Mon Aug 31 2009 19:33:04 GMT-0400 (Eastern Daylight Time))>
Okay. Thank you.
Arjun.39599(Mon Aug 31 2009 19:33:19 GMT-0400 (Eastern Daylight Time))>
I will take note this and give you a call tomorrow.
Karah_(Mon Aug 31 2009 19:33:30 GMT-0400 (Eastern Daylight Time))>
that helps …not
Karah_(Mon Aug 31 2009 19:33:36 GMT-0400 (Eastern Daylight Time))>
but what choice do I have
Karah_(Mon Aug 31 2009 19:33:42 GMT-0400 (Eastern Daylight Time))>
call my father
Karah_(Mon Aug 31 2009 19:34:00 GMT-0400 (Eastern Daylight Time))>
by the waym i was not ever going to be called for installation.
Karah_(Mon Aug 31 2009 19:34:07 GMT-0400 (Eastern Daylight Time))>
charged
Karah_(Mon Aug 31 2009 19:34:17 GMT-0400 (Eastern Daylight Time))>
so, free installation means nothing
Karah_(Mon Aug 31 2009 19:34:36 GMT-0400 (Eastern Daylight Time))>
it was free installation
Arjun.39599(Mon Aug 31 2009 19:34:47 GMT-0400 (Eastern Daylight Time))>
I will give you a call.
Arjun.39599(Mon Aug 31 2009 19:35:00 GMT-0400 (Eastern Daylight Time))>
I will make sure that you will not be charged for the installation .
Karah_(Mon Aug 31 2009 19:35:06 GMT-0400 (Eastern Daylight Time))>
i want more than that
Arjun.39599(Mon Aug 31 2009 19:35:08 GMT-0400 (Eastern Daylight Time))>
Please accept our apologies.
Karah_(Mon Aug 31 2009 19:35:16 GMT-0400 (Eastern Daylight Time))>
hollow words,
Karah_(Mon Aug 31 2009 19:35:20 GMT-0400 (Eastern Daylight Time))>
meaningless words
Arjun.39599(Mon Aug 31 2009 19:35:56 GMT-0400 (Eastern Daylight Time))>
Karah, I will give you a call.
Karah_(Mon Aug 31 2009 19:36:03 GMT-0400 (Eastern Daylight Time))>
i cannot get this day back. 
Karah_(Mon Aug 31 2009 19:36:07 GMT-0400 (Eastern Daylight Time))>
thanks anywayArjun.39599(Mon Aug 31 2009 19:36:55 GMT-0400 (Eastern Daylight Time))>
You are most welcome.
Arjun.39599(Mon Aug 31 2009 19:37:03 GMT-0400 (Eastern Daylight Time))>
Is there anything else that I can help you with?
Karah_(Mon Aug 31 2009 19:37:15 GMT-0400 (Eastern Daylight Time))>
You can’t be serious.

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32 Comments on "Waiting for Comcast "guaranteed" installation: holding your breath not a good idea"

  1. I know this doesn’t help much but from http://www.consumerist.com, search Comcast, Ben Popken, co-executive editor of consumerist wrote:

    Email Addresses For Comcast Executives
    By Ben Popken, 12:35 PM on Thu Nov 8 2007, 16,893 views

    If you have a problem with Comcast, and you’ve called customer service, and you’ve escalated to a supervisor, and maybe even hung up and tried a different person, and you’re still getting nowhere, here are some executive email addresses you could use to launch an Executive Email Carpet Bomb against Comcast…

    This information is based off of a successful EECB an reader launched. As you can see, he figured out that the Comcast corporate email address format was firstname_lastname@cable.comcast.com, and then he plugged in the names for all the executives he could find.

    david_cohen@comcast.com, ralph_roberts@comcast.com, marlene_dooner@comcast.com , marlene_s_dooner@comcast.com, leslie_a_arena@comcast.com, leslie_arena@comcast.com , daniel_j_goodwin@comcast.com, daniel_goodwin@comcast.com, payne_d_brown@comcast.com , payne_brown@comcast.com, kerry_knott@comcast.com, joseph_w_waz@comcast.com, joseph_waz@comcast.com, victoria_clarke@comcast.com, jim_coltharp@comcast.com, sena_fitzmaurice@comcast.com, susan_gonzales@comcast.com, brian_kelly@comcast.com, melissa_maxfield@comcast.com, cindy_parsons@cable.comcast.com, eilene_vaughn-pickrell@cable.comcast.com, theressa_davis@cable.comcast.com , kelle_maslyn@cable.comcast.com, ray_child@cable.comcast.com, steve_kipp@cable.comcast.com , lurlean_davis2@cable.comcast.com, tom_yates@cable.comcast.com, helen_bell@cable.comcast.com, bob_curtis@cable.comcast.com, jim_beletti@cable.comcast.com, greg_aschenbach@cable.comcast.com, lori_kohler2@cable.comcast.com, ralph_roberts@cable.comcast.com, joseph_collins@cable.comcast.com, decker_anstrom@cable.comcast.com, sheldon_bonovitz@cable.comcast.com, michael_sovern@cable.comcast.com, kenneth_bacon@cable.comcast.com, jeffrey_honickman@cable.comcast.com, brian_roberts@cable.comcast.com, jeff_shell@cable.comcast.com, sherman_henderson@cable.comcast.com, george_roberts@cable.comcast.com, derrick_clark@cable.comcast.com, esl_corp@cable.comcast.com, stephen_burke@cable.comcast.com, david_watson@cable.comcast.com, john_schanz@cable.comcast.com, william_connors@cable.comcast.com, michael_doyle@cable.comcast.com, john_ridall@cable.comcast.com, bradley_dusto@cable.comcast.com, bill_connors@cable.comcast.com, douglas_gaston@cable.comcast.com, kevin_casey@cable.comcast.com, brian_roberts@comcast.com, john_morabito@comcast.com, kim_scardino@comcast.com, joe_waz@comcast.com , audit_committee_chairman@comcast.com, smbonovitz@duanemorris.com, ralph_j_roberts@comcast.com, julian_a_brodsky@comcast.com, julian_brodsky@comcast.com, roger_paul@cable.comcast.com, marc_broadnax1@cable.comcast.com, wayne_hall@cable.comcast.com, charlie_kennamer@cable.comcast.com, andrea_agnew@comcast.com, brooke_manbeck@comcast.com, jerome_espy@cable.comcast.com, marybeth_schubert@cable.comcast.com, mark_apple@cable.comcast.com, darcy_rudnay@comcast.com, darcy_rudnay@cable.comcast.com, jennifer_khoury@comcast.com, jennifer_khoury@cable.comcast.com, jenni_moyer@comcast.com, jenni_moyer@cable.omcast.com, charlie_douglas@comcast.com, charlie_douglas@cable.comcast.com, john_demming@comcast.com, john_demming@cable.comcast.com, sena_fitzmaurice@cable.comcast.com, colleen_rooney@comcast.com, colleen_rooney@cable.comcast.com, corporate_communications@comcast.com, shawn_feddeman@cable.comcast.com, eastern_press@cable.comcast.com, rich_ruggiero@cable.comcast.com, reg_griffin@cable.comcast.com, erica_smith1@cable.comcast.com, elizabeth_mars@cable.comcast.com, andrew_c_johnson@cable.comcast.com, david_johnson@cable.comcast.com, dave_johnson@cable.comcast.com, sherman_peterson@cable.comcast.com, steve_burke@cable.comcast.com, peter_golfinopoulos@cable.comcast.com, jim_bellamy@cable.comcast.com.com, john_colucci@cable.comcast.com, bobillinois_cole@cable.comcast.com.

  2. This is the link for Brian Roberts CEO of Comcast and printed out below:
    http://consumerist.com/257280/contact-comcasts-ceo

    Here is the CEO’s information:

    Contact Comcast’s CEO
    By Ben Popken, 8:14 PM on Wed May 2 2007, 26,385 views

    So if you love or hate Comcast and want to make sure the man at the top knows it, here’s his contact info:

    Brian Roberts, CEO
    Comcast Corporate Office
    1500 Market Street
    Philadelphia, PA 19102
    215-286-8960

    brian_roberts@comcast.com

    Possible conversational icebreakers:
    How easy it is for criminals to social engineer your personal info from Comcast’s poorly trained customer service reps
    Why Comcast routinely lies to their customers about install times and dates
    Why they hire technicians who try to murder their customers

  3. I got the same treatment at the hands of a Comcast installer in February. I was home and awake at 6am on the day of the install of my cable TV and internet. Installation was to be between 8am and 10am. When no one showed by 11am, I called the local Comcast office and was told that someone was at the house at 9:05am and no one answered the door. I found out that what the installers do is call the phone # on file and if they don’t get an answer (and that is if they actually call), they just call back to their dispatch that no one was there. They never even leave their dispatch lot if they don’t get an answer to their call. Sometimes they even call, then just hang up after it connects so they can show the call log to prove they made an effort to contact the customer about their scheduled installation. My phone call after not getting my install was, thankfully, not anywhere as near as annoying or time consuming as this consumer’s tale.
    I will say, now that I do have my cable and internet, that I love my service and it’s been wonderful and I’ve had good customer service on the rare times I’ve needed it in the last 6 months. I was glad to get rid of my overpriced and non-customer friendly small town cable/internet provider.

  4. I had a similar situation. The installation guy said that he was at my house at a certain time and that was an all out lie…because I was at the house waiting for him. I never left. I called the Call Center wondering where he was and found out that he had called in to say that I wasn’t there. I had to reschedule for another day. That was a really pain and it made me very angry. So, I had to take more time off from work to meet the installer again. And I thought, well, there’s no guarantee that the installer will show up…I was at their mercy. I didn’t get any reimbursement for my time, so you (ie. Eat a Peach) made out better than I did.

    Also, I have called the 800-COMCAST number and have talked with foreign customer service people who don’t understand english or the plans that comcast offers. I was renewing my cable for another year and all I wanted was the same services and it took me over an hour on the phone…only to be disconnected. So when I called back, fortunately, I got the local call center in Enfield and the representative told me to call the local phone number always. He even admitted that the overseas services are a waste of time and money. And that the local call centers get continuous phone calls from customers complaining about the service that they’ve received from these foreign call centers. I have to admit, I was so aggrevated by the time I finished the phone call, I would have agreed to anything just to get this task off my list. It’s ridiculous to have to spend an hour on the phone to renew the same services.

    By the way, my cable bill went up $5+ with the exact same services this year. Remember the days when cable cost $30? This has become an incredible expense on the homeowner. Of course, I can cancel cable and watch no tv at all. But, that is unlikely, as my husband loves to watch his sports. I have considered it.

    These marketing gimmics with there so called “bundle deals” are a joke. They are created in a way that makes you spend more money and get less service. Why does cable charge for the rental of boxes every month? The box ends up costing double or triple what it is actually worth. You would think that this would be illegal. If the box cost $150, then charge me the $5/month until I reach $150 and then it shouldn’t cost me anything unless I want another box.

    And another thing…I pay over $30 in taxes every month. Why? That’s just crazy.

  5. I agree Karah was right to be upset, we must admit she was downright rude and out of line in some places during that chat log. Yelling (in caps) NOW! is not how you accomplish anything. She should have kept her emotions in check.

    • frankly, Comcast was far more out of line in all of their actions. Karah should feel free to act however she damn well pleases at that point.

  6. John Shulansky | September 1, 2009 at 1:33 pm |

    Updates:

    1. After 8pm last evening and more than 40 minutes on the phone, Comcast “Guaranteed” installation today between 4 and 7 pm.

    2. Almost certainly thanks to George’s post and other helpful comments here, I received a call early this morning from a representative of “Comcast Executive Services” who confirmed and committed to the install today. At the same time, we discussed the serious and severe inadequacies of their customer service and call center operations, which he admitted is a “work in progress”. We also discussed what I believe has been a pattern of “bait and switch” regarding the Comcast bundled services, which are offered at great discounts and then increase dramatically and without warning when the contract period is up. He promised to look into my home account and get back to me. I also asked for more than a token $20 credit for the inconvenience experienced yesterday. He promised to look in to it.

    3. I received a call about 11am from a Regional Manager in a Massachusetts office reconfirming that the install woiuld happen today. She had no knowledge of the previous call.

    4. The gentleman from Comcast Executive Services called around 1:15pm and found a package that saves me almost $90 a month for the bundled services.

    I will be at my daughter’s apartment at 4 pm (she will be in classes) to greet the Comcast installers. I will report back here later today.

    The Take Away: Obviously, Comcast has problems. More importantly, George Gombossy and Connecticut Watchdog is even more powerful NOW than when this was part of The Hartford Courant. There is no question that this is an incredibly important and invaluable service that helps to bring balance to the consumer and address poor service, bad policy or lack of understanding by business and government.

  7. I had problems with comcast also. after reaching several people with no results, my next comments was: “thank you for NOT being able to help me, I have decided to find another internet company, good bye” within an hour, i received a phone call!! but by that time, I turned down any offers and changed to another internet provider. been happy with them and their costomer SERVICE!!!

  8. Melissa Mendoza | September 1, 2009 at 3:18 pm |

    Hello!

    I work for Comcast Corporate Offices in National Customer Operations. I would like to apologize for the poor experience we created for you and the sub par customer service that followed. Please email our team at the address below. We’ll see your concerns are addressed and resolved. Any of your readers are welcome to email us as well. Our team is happy to help.

    Kind Regards,
    Melissa Mendoza
    Comcast Customer Connect
    National Customer Operations
    We_Can_Help@cable.comcast.com
    @ComastMelissa

    BTW – the address for our corporate offices has changed from 1500 Market Street: One Comcast Center, 1701 JFK Blvd., Philadelphia, PA 19103.

  9. AT&T is no better, I waited three weeks and everytime I called they said that someone would call me back, no one ever did, I had to go elsewhere for service.

  10. You might twitter to @comcastcares … I did it and while the pain did not go away, it was at least cut in half. They seem to have some power to make things happen even if they are in Philly.

  11. You might want to redact her father’s cell phone # in the transcript!

    Karah_(Mon Aug 31 2009 19:32:50 GMT-0400 (Eastern Daylight Time))>
    here is my fathers number 860-983-xxxx

  12. John Porriello | September 1, 2009 at 9:09 pm |

    What good is a guarantee if it is not backed up by a penalty clause which would include three months of free service, whichever service or bundle of services you signed up for? This should be written into their tariff by the DPUC. The fact that consumers can be dumped on by these monopolies proves that the DPUC is protecting them. The DPUC should be investigated for not doing their job. Who expects Comcast and AT&T to honor their word? It is the DPUC’s job to hold these companies accountable and clearly the DPUC has failed. George go get the DPUC and have them get the monopolies that they are currently protecting.

    Don’t get me started on the Department of Corporate Protection or the useless Insurance Department.

  13. While I can’t say comcast wasn’t totally wrong – I think that Karah sounds like a total bitch.

    You lost a day. And you had a temper tantrum like a 4 year old. Grow up and act professional, don’t YELL IN CAPS LIKE A BABY.

    • Reply to commenter 429 (AKA Anonymous AKA coward)

      While I can’t say that Karah wasn’t partially wrong – I think that Coward/Anonymous sounds like a total bitch.

      You read an article. And you had to comment like a 4 year old. Grow up and act professional like me – after all, calling people a bitch on their own website is so professional.

      On a side note, you have obviously never had to deal with person after person after person who promises this or that without ever delivering on anything. I had a similar problem with Capital One recently so I can sympathize.

    • George Gombossy | September 1, 2009 at 10:38 pm |

      Actually it was her father, John, who was on the keyboard.
      The dog.

  14. Laura Brubaker | September 1, 2009 at 11:04 pm |

    Hello – I work for Comcast in Connecticut and wanted to provide an update. We have since been in touch with the customers to apologize for their experience yesterday and, more importantly, to install their Comcast services. While we strive to deliver a superior customer experience the first time every time, we clearly fell short in this instance. We have provided credits to the customer’s account to acknowledge the inconvenience that we caused her and to express our commitment to always hold ourselves accountable to our customers. Meanwhile, internally, we are taking steps to identify where the process broke down on Monday, to help ensure that the same mistakes are not repeated in the future. Again – our apologies to the Shulanskys for the inconvenience that we caused.

    • Elaine Murszewski | September 2, 2009 at 3:03 am |

      Laura –

      Connecticut is not the only state that has ComCast (I call them another word) problems. We have the same problems here in Colorado. The customer service here is horrible and therefore, I will never sign up for any of your services. So it seems, Connecticut and Colorado are experiencing the same problems .. how many other states are as well?

      • Kevin in F-Town | September 3, 2009 at 10:45 pm |

        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.

  15. John Shulansky | September 2, 2009 at 9:21 am |

    Here is an update:

    I had a call from Comcast Executive Services on Tuesday morning. They apologized and scheduled service for 4-7 guaranteed yesterday (Tuesday). The representative also promised to review the account and consider an additional credit. We talked at some length about the horrific customer service, including my personal expereince with their “Triple Play Bundles” which seem to be a lot about bait and switch after the initial promotional period. He promised to review the account and get back to me.

    About an hour later, I received another call from a different Comcast manager to see is she could schedule the installation. I advised her about the earlier call and she went away.

    Early afternoon, the Executive Services represdentative called to confirm the 4-7 installation. He also reviewed my personal account and recommended changes that resulted in a nearly $50 a month savings to my Comcast account. After some prodding, he offered one month free to my daughter for the initial problems.

    I sat at my daughters apartment from 3:45 pm until after 5:30 when she arrived from classes. No Comcast. In fact, no Comcast at 7 pm. They missed the guaranteed time period. I called the number the rep gave me and got an answering machine. At 7:30, the technician called to say he was running late and arrived for the install around 8pm. Unfortunately, the technician did not have the right information about the installation and informed my daughter there would be additional fees. He spent time working out the issue with his dispatcher to reduce the fees; he left just before 10 pm with the installation complete.

    There was a follow up call this morning from Executive Services, apologizing for the problems and timing yesterday, as well as waiving any fees that were associated with the installation. They were extremely apologetic and acknoweldged that Comcast has real issues in the areas of customer service and scheduling, and offered himself as a resource if problems arise in the future.

    • Elaine Murszewski | September 2, 2009 at 2:55 pm |

      Two hours for an install? Isn’t that excessive? Perhaps you should send Executive Services a bill for your time and your daughters time. I am sure that any credit given to you couldn’t make up for that.

      Thank you for the follow up, John.

  16. One of the problems with their installers is that they are booked quite closely together, and if there is a problem at one house, they can’t just leave and go off to the next. Hence, the next window closes and they are running extremely behind. Frequently, at the end of the day, an installer will go home rather than work the overtime to finish the jobs that have been delayed.
    All of this is slightly understandable- IF THERE WERE ANY MECHANISM TO COMPENSATE FOR THIS”.
    As anyone waiting for Comcast knows, you get not a SINGLE UPDATE. No phone call, no apology and immediate ask for reschedule.

    If Comcast were to hold an installer in reserve to help cover slides in the schedule, that might help.

    More importantly, they could proactively call people who are now going to be delayed, give them an immediate service credit and ask them to reschedule for a next day, and clear out the schedule and bring everyone else back on track.

    This is not rocket science. This is one of the CORE ACTIVITIES of this company. Why they do it so poorly and do not expend the required money to make it fast an efficient absolutely boggles the mind.

    While they acknolwedge that this is a problem, I don’t think that Comcast realizes the incredible amount of damage they do to their reputation every time something like this happens.

    For now, they have monopoly status, but as this goes away, the years of neglect and abuse foisted on their customers is going to come back with a vengance as people drop Comcast the first chance they get.

  17. I would like to know why people are forced to do business with Comcast to begin with. I have never understood how the concept of “cable territories” is good for the consumer. My husband and I had a terrible experience with Comcast in MD. When we moved to CT that was our only choice. When we had the chance to switch to satellite we jumped at it – and paid the same price we were paying Comcast for basic cable and got over 150 channels. No service issues, no billing issues, good signal – except when it snows or pours and we still have fewer “loss of service” issues than we did with cable. Not everyone has that option given the line of sight from their home. People need to be allowed to vote with their feet.

  18. Kevin in F-Town | September 3, 2009 at 10:44 pm |

    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?

  19. 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.

  20. 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.

  21. Bryce Shashinka | September 21, 2009 at 2:25 am |

    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.

  22. 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?

  23. 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.

    • 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)

  24. 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

  25. 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!

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