customer service

Mr. Karinshak,

I have been a customer of Comcast since 2007.  I must say I have never been more frustrated to be forced to use a service as I am Comcast now.  I have been without internet for 3 days.  I homeschool my child and this is very difficult as we use the internet daily.  I have had to use my Verizon mobile hotspot and it is costing me extra money.  One of you customer service people did give me the xfinity hotspot the only problem is that it does not work where I live.  You eliminated the office her in Marianna so we can't go in a speak to someone and apparently there are very few technitians working in our area even though I constantly hear about people complaining about the service.

Here is my problem.  I scheduled an appointment yesterday January 3 between 3 and 5.  No one came, no one called.  I logged in to the app and spoke to, and I am not kidding, 11 different customer service people.  And it wasn't because I was not being nice.  One even said "Oh, there is a tech near your about to finish a job and he will be there in 20 to 30 minutes.  Then all of a sudden person number 5 said "Hi, let me read where the thread to see how I can help you" and wanted to schedule me for Monday and they were happy about it.  This went on for almost 3 hours.  After person 10 they had someone call and that person set us up for a ticket to have a tech come out on Saturday frrom 9 to 2.  At 8:30 I get a text saying they are working on the ticket and I should not worry and no need to contact comcast.  At 9 I get a text thanking me for my automatic payment of $180 that they just took from my account.  at 11:30 I get a text that ticket [Edited: Personal Information] can no be approved.  So I get back on the app and try to talk to someone.  It asked if I would like to call or have someone call.  I asked for someone to call.  It said there was an error and I would need to call directly.  I call, go through all of the stupid questions I have now answered repeatedly and it tells me there will be a 16 to 39 minute hold or someone can call me back.  I again, asked someone to call me back and they did.  She did another request for a ticket which I feel no one will come do today.  

I cancelled a doctors appointent yesterday to be here.  I cancelled plans today to be here.  And now I must cancel group homeschool for my son on Monday so we can be here.  My hotspot with Verizon is costing me a fortune because of the incompetance of your company.  

Some of this is out of your area as it is the issue of the company not having enough techs in the area to do the jobs that need to be done.  Shame on them.  But, I would ask that if your customer service reps are going to switch you to someone else they tell you they are going to do that and not just have it happen so that you have to asnwer the same questions you already answered numerous times.  Because even though they say they are going to read the thread to catch up, they really don't.  And you still have to answer everything again which makes it more stressful for your customers.

I would also appreciate it if you could give me the name and e mail of whomever I should contact about the problem of techs not making appointments and no one calling to let you know they are not coming as well as not having enough tech available.  I feel that with the high cost of internet and cable with your company you should be able to afford to have enough techs for customer service.  And if you don't maybe you should fire some of the decision makers in your company that are basically a waste of money because the decisions they make are not benefiting those that ultimately pay their salary.