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$40 Charge for technician that did not resolve issue

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Regular Visitor

$40 Charge for technician that did not resolve issue

Hello,

 
I have an extremely poor experience with Comcast in the past month.  We signed up for a new account and have terribly slow internet service.  On average we were getting about 3-5 mbsp, even after a customer service representative suggested we upgrade to the 200 mbsp package, this did not resolve the issue.  We spent hours on the phone with many different representatives.  Finally someone suggested that a service technician come to the house to check the wiring.  The earliest someone could get to the house was 5 days later.  During this time we dealt with unacceptably slow service.  The technician did not show up at the schedule time.  When we called to inquire, we were told that the appointment had been cancelled by accident.  At this time we were offered at $20 credit for the inconvenience (Confirmation #472627).  The technician could not fix the issue and his only suggestion was that we rent the Comcast modem (every technician had told us that our current equipment was more than enough -- and it had also worked perfectly at our previous home with a different internet provider).
 
I received our latest bill and not only was there not $20 account credit, but there was a $40 charge!  When I contacted customer service to report the error, they said there was no note of the credit, even though I gave the confirmation # and that there was nothing they could do about the service charge.
 
Our experience has been unacceptable.  We have spent hours upon hours dealing with this and in the end have resolved the issue on our own.  The service appointment was useless and a waste of our entire day since we were told the technician was arriving first thing in the morning and then was rescheduled for afternoon.
 
The communication we have experienced this the worst I have encountered with any company I've used.  I have never written a letter of complaint, but this is outrageous.  All I keep hearing is that it is not possible to remove the $40 service charge (though we were never told it was happening and the technician did NOT resolve the issue).  This charge can and should be removed.  
 
Accepted Solution

Re: $40 Charge for technician that did not resolve issue

I resolved this by tweeting @ComcastCares. They refunded the charge. Thank you.
View answer in context
Official Employee

Re: $40 Charge for technician that did not resolve issue

Hi Adot914, I am showing you called in after this post, and they were able to assist .  If this is not the case please let me know.

 

Thank you


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Regular Visitor

Re: $40 Charge for technician that did not resolve issue

Hello,

 

thank you for your response.  They applied the promised $20 credit, but they did nothing about the $40 service charge.  Can you help with this?

 

Thank you for your time,

Amy

Regular Visitor

Re: $40 Charge for technician that did not resolve issue

I resolved this by tweeting @ComcastCares. They refunded the charge. Thank you.
Official Employee

Re: $40 Charge for technician that did not resolve issue

Hi Adot914, apologies for the delay as I was out of the office, but glad to hear you were able to get this resolved with our Twitter team.  If there is anything else I could assist with please let me know.

 

Thank you 


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