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I am not a Comcast employee, I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.To learn more about XFINITY Forum Expert program click here.
I feel your pain. I've been paying for equipment that last five months that I don't even have. Each time I call about my bill not being correct, they can't seem to figure out what the problem is. Because of a website glitch I couldn't see my comcast bills until just recently. After looking at the bill it was clear that I was being charged for equipment that isn't even in my possession. They are so incompetent. No one ever makes a note in your account so each time you call you have to start from scratch.
I moved to my new house in February. When I called to move my service I upgraded to include the home phone, (which I don't even use) so that I could get the free HD DVD. The rep on the phone said that she would send me all new equipment and that everything would be set up at my new house when we moved in. On the day of move-in, while unpacking, I go to hook up the cable and it doesn't work. I call customer service and they have no idea. I also inquire about the new equipment coming and they inform me that there is no record of me receiving new equipment. They send a tech person out to check the lines on the outside of the house. Two days go by and we still don't have service. I call and speak to someone and they have no idea that I even moved and no idea of the new equipment. So after a few more days, we finally get the problem solved when a tech finally comes to the house. He sets everything up and it is now working. While he is at the house, the new equipment that I've been talking about to Comcast reps arrives at my door. So now I have the old equipment from my apartment, the equipment that the tech brought and the equipment that the first customer service rep that I spoke to sent.
During all this time, I am on the phone with customer service daily and each time it's like the first time that this problem is being addressed. I am then being told that I will be credited the five days that I was without service and that never showed up on my bill. And, after sending the two additional sets of equipment back, I'm still being charged for it.
It's unbelievable. If my work ran like this, we would be out of business. I work in pulic relations and this is the worst debacle I've ever seen. My fiance is in quality management and he can't even get on the phone with the customer service reps because he can't stand their total lack of service and support.
Something needs to be done quickly because it seems like there are more people displeased then there are happy. Maybe some people are not doing their jobs and need to go back to training.
I couldn't agree more. I have experienced nothing but the opposite of what Comcast promises in their customer guarantee. They don't show up for appointments. Supervisors don't call back as promised. Most of the technicians don't seem to know a lick about what they are doing(I have experienced some knowledgeable ones). It's just rediculous. They say that they take notes but nobody bothers to read anything so every time you call about the same problem(which you shouldn't have to do because they pride themselves on solving problems the first time, according to their own literature) you have to start from scratch. Technicians come to my door and ask what they are there for. How insane is that? I'm so done. I'm just waiting to see if anybody bothers to contact me since my last letter because the last technician ruined my brand new 60' television set and the problem he came for still remains. They call themselves a comunication company. I don't think they understand the meaning of communication.