Call Centers in Singapore are terrible

Hello, thanks for sharing this experience @anderblit. We remain committed to hiring in the US and want to be available to help all our customers in as many ways as possible. I am sorry we have not been able to assist you better on the phone. The last thing we want is to lose you as a customer and I will be happy to help you here on forums. We have a dedicated team that is here to help with any concerns. Sometimes we need to work in a private message if we need to pull up your account. Send a private message anytime with your name as it appears on your account. If you have never sent us a PM this link can come in handy. The "Private Messenger" section at the bottom is a good reference. https://comca.st/3rdbBNI

If we need to troubleshoot, or if you have general questions post your concerns here and we will do all we can to get you the information you need on the forum. We look forward to working with you and doing all we can to turn your experience around. 

Thank you for replying Joseph.   Here is a summary of today's experience with your tech support.

I first contacted support via online chat.   The agent was overseas (I am pretty sure Singapore) and told me that he would be happy to help with my issue, etc.    Like most of these clerks in overseas call centers, they repeat pretty much the same things over and over again (I am here to help you,   Thank you for being a customer,  No worries,  I can help you with this problem, etc.).  It's annoying to have someone repeat this over and over instead of actually answering questions and fixing a problem.  It's a complete waste of time.

Back to the issue.  I was having troubles with my comcast dvr not recording some shows I had scheduled.  The online chat agent said all of the above things and that he would fix this no problem and give me a credit for the shows I missed because of the problem.  Next thing I know, he was gone.  He told me he was checking things but he never came back.  I waited on the chat for close to 40 minutes....  I asked if he was still there several times.  After no response and 40 minutes of nothing,  I ended the chat.

I then tried to deal with this on the phone and set up a phone call session.  Same thing.  This agent repeated all of the "niceties" but did not answer any of my questions nor fix the problem.   He kept putting me on hold and said he was checking things on his end,  sending a signal to my box,  troubleshooting.  But in reality,  he did none of this.  When he came back on the line,  he said that there was a "back issue" that caused the problem.   But when I asked him what the issue was....all he kept repeating was that it was a back issue.  It made no sense.  When I asked him again to explain what is causing the problem,  he hung up on me.

This is not the first time this has happened.  I have had chronic prohlems anytime I get stuck with someone in the Singapore centers.   

I no longer want to deal with any foreign call centers.  I have wasted way too much time with them.  Today was a total of abot  2 hours and still no result.

Last week it was 3 1/2 hours of trying to get help with a separate matter.

A few weeks ago...... 2+ hours.

It's ridiculous.  My time is worth something and yet I get the complete run around with agents in call centers who have absolutely NO knowledge of how to fix anything and absolutely NO command of the English Language other than to repeat standard jargon from a set script.

Thank you, anderblit, for taking the time to explain the issues you have been experiencing. I understand how valuable you time is and I assure you it is never our goal to waste any of it. We truly appreciate your ongoing patience. Please rest assured, you have the right place! Our Forums Community is a great resource for support! We have a combination of Official Comcast employees such as myself and my teammate Joseph. As well as a wide range of Expert responders and active customers who have real life experience with many issues you may experience and can offer some great advise. 

Diving into your DVR issue specifically, are you still experiencing an issue with certain scheduled shows not recording? I know it may seem tedious, but we never like to assume anything when it comes to troubleshooting, have you checked to ensure there is enough space for the recording? Have there been other shows that have recorded since you noticed the issue? 

Yes there is plenty of space available on my DVR.  That's not the issue.   Apparently the DVR is not recording specific channels.

Thanks for confirming that you've checked your DVR space. I'd like to help further research your recordings issue. Can you please tell us which specific channels you've noticed are not recording? 

CNN and TNT.    The DVR recorded the first episode of the series on CNN and then the first 10 epsiodes on TNT but after that it stopped.    When I tried to watch the shows On Demand,  it said I needed a subscription and had to pay per episode.

These are basic channels so there should not be a fee.

Thank you for the information @anderblit. I can understand your frustration. I personally DVR all my shows and series. I would be angry as well if my show stopped recording midway. I am not showing any known problems specifically with those channels. I will need to gather your personal information and look at your account in detail. Can you please send me a private message with your full name and service address?

To send a private message click my username "ComcastAnna" and select "Send Message" from the drop down. I look forward to hearing from you!

I sent a private message a couple of days ago.  Just checking in to see if you got it.

@anderblit Okay, cool! We're not seeing that on our end. Did you click on one of our profiles and select the "send a message?"

Yes I sent it directly to the person that asked for it

Sent it to ComcastAnna

@anderblit Got it. We did reply back to the private message. So you're not seeing that at all? 

I did not receive a personal message and when I tried to post my email here the forum deleted it.

This is really tiresome.   I spend numerous hours on the phone with very poor service at your Singapore Call Center.  And now here..... I keep getting generic answers and no real substance.

I stated that the channels are basic -  CNN and TNT.

Not sure how much more time I want to waste on this issue.    If you just had a Call Center in the USA that I could speak with a USA agent (and NOT have to wait on hold for 40+ minutes or go through a cumbersome queue system) that would be better than going back and forth here with generic comments.

I completely understand your frustration especially with the time it has taken to try and get this issue resolved as soon as possible. If you can please attempt to send us a private message one more time so we can dive a little deeper into the account and get down to the bottom of the DVR issues. To send a private message, simply click on my name "ComcastValerie" in the top left corner of this message and select "Send a Message".

So after going back and forth with NUMEROUS comcast clerks on this forum,   no one really fixed the problem.  It just started working.  And after wasting more time with all the private emails here....they offered me a $15 credit on my account.  Really ???   I pay about $1,200 a year for a service that has had cronic issues, I have spent hours and hours on the phone with useless foreign call centers,  more hours doing online chat (likely in other countries) and now here with private emails,  not with one person but with someone different each and every time.

Comcast obviously does not value their customers to give a measly $15 credit after all of this nonsense.