Comcast is advertising that they have overhauled their customer service and are now scheduling service calls in a 2 hour window. I am interested in seeing if this is really happening. Please post here if your are, or are not getting this level of service.
Comcast does NOT have a 2-hour service window, at least not here in Perry, Florida! After I had installed a second [replacement] DVR on one of my televisions, the second one wouldn't show any of the channels--even when it was pinged by Comcast. An appointment was set up for the next day, or so I was told--which would have been 11 September--with a service window from 1:00pm to 5:00pm. I asked what had happened to the 2-hour window advertised, and got no answer--just a reply that said I could schedule the appointment for a later date. Since here in this little town near Tallahassee we have no other cable provider (and too many trees for a dish), we are rather at Comcast's mercy. I took the 4-hour appointment, and on Tuesday, 11 September, started waiting at 1pm. After some time, I got on the Comcast website (with some difficulty--they'd messed up my login), and found out that my appoint was really for the 12th of September, the NEXT DAY. I called to gripe, and got a rather vague explanation that maybe it was because the 11th was a "holiday" (!!), and that my appointment had been made for the 12--and that it could be [again] scheduled for a later date. So I took it, with a complaint, and a promise made to give me a $20 credit on my bill. It is now nearly 4:30pm on the 12th, and I just received a call from the Comcast dispatcher that the technician (the only one they have available now in Perry!) was "tied up" on a job, and wouldn't be here until BETWEEN 5:00PM AND 7:00PM! This is now a SIX-HOUR WINDOW! I am furious. This farce has gone on for 3 days, and started with a defective DVR (replacement for the one we had which didn't have the right connector for the TV set we are now using--HDMI), which we took back for a second replacement DVR and installed ourselves. As I said, it didn't get service to us--something was wrong with it, too--and we were told we'd have to get a service technician out to check out the problem.
I am so angry that I've yelled at a couple of dispatchers, yesterday and today. It's probably not their fault. BUT BELIEVE ME, THERE IS NO 2-HOUR WINDOW RIGHT NOW HERE IN SMALL-TOWN FLORIDA! I'm technically savvy, and I can usually adjust and fix a TV and peripherals setup. I couldn't fix this one, and am wondering if not only is Comcast not responding as advertised, but also giving out damaged DVRs/cable boxes. Both of these were very obviously at least 2nd-hand, and the first one we received was actually rather battered.
Comcast also raised our rates by a third this year, saying that our promotional period was over. THEN we get this lousy service when they're advertising how wonderful it is! If I had another possibility, I'd switch right now!
I added a TV and called and they sent a new box. When I received it I plugged it in and it didn't work so I called and they pinged the box multiple times by multiple people and it wouldn't work. They set up a service call and they said they would be out between 10 and 12. I waited till 1 and called they said they would be there before 2 and finally showed up at 2:45. My next billing cycle I received a bill for 30 dollars for service call and no twenty dollar credit. When I called they said it would take 1 or 2 billing cycles for credit to show up. 3 billing cycles later and no credit.
I set up an onsite appointment with Comcast and when the technician was a no-show, I called up and Comcast told me the appointment was cancelled -- by whom? They don't know (at least that's what they told me, perhaps they were too embarrassed to tell me the truth.) If that's true, apparently, appointments can be willy-nilly cancelled with any tracking or audit trail.
So much for the 2 hour service window gaurantee. I was scheduled for an appointment today between 8-10 AM. Got a call from dispatch at 9:50 stating that the technician is tied up at another job an would not arrive until 11:45 or so. I can't wait as I have other obligations. No mention of any credit to my account. I will probably call and request one. Not happy.