Visitor
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5 Messages
Poor Customer Service For New Construction
I’ve been trying to setup service for a new construction for weeks and have never encountered poorer customer service than with Comcast.
Realizing there may construction specific work, I tried to schedule an appointment to setup services on August 10th. The first person I chatted with was unable to clear the payment and security issues to schedule an appointment. After several hours on the phone on August 11th, and after talking with customer service, technical support, sales, and security, I was able to resolve those issues and schedule an appointment to setup internet. When speaking with the agent setting up the appointment, they were wholly aware that this was a new construction. I expressed the need for internet within the month because I work from home and my current lease ends just after the expected move in date of September 6th.
When the technician arrived at my appointment yesterday, August 25th, he was confused why he was sent to a new construction. He was unable to perform any work because cable had to first be run from the road to my new home. He was courteous and helpful creating a Home Service ticket, and he advised me to check in with Support to get updates on when the construction crew could run this cable.
Following this appointment, I called Comcast to get details about the ticket. After several hours on the phone and getting kicked around to Customer Service, Technical Support, Repairs, and Construction, I was finally advised by Sales that my ticket would be looked into and I would be contacted within 24 hours of my original appointment window.
More than 24 hours after my appointment, I did not receive a call, so I called with my Home Smart ticket number for an update. I was transferred several times before being hung up on. I called again and spent several more hours being transferred between various Technical Support and Customer Service representatives before finally being transferred to a non-descript voicemail to leave a message with no prompt.
I am just trying to setup internet. There is no reason that this should require 4+ hours of cumulative phone calls, nearly a month of wait time, dozens of transfers, and this many confused representatives. There’s no way to call someone directly, every iteration requires me to restart with a robot, an outsourced customer service rep, and then numerous transfers before being hung up on or led to a dead end. Everyone thus far has tried to kick my ticket to someone else rather than see through that I’m provided the support needed to establish internet. I’ve worked Customer Service and Help Desk and I’m appalled that a company with the stature of Comcast could so poorly handle a request for support. Repeated failures and reluctance to resolve issues have made me seriously question how Comcast stays in business.
EG
Expert
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110K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
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CCShan
Official Employee
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443 Messages
3 years ago
Hello there @user_3b3e49 I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. In this case we'll want to get a little bit of information on the account to look into this for you, so we'll ask you to send a Direct Message.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.
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user_3b3e49
Visitor
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5 Messages
3 years ago
Thanks, I've opened a support message. Do these get handled differently than support chats and support phone calls? How long of a wait should I anticipate?
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user_2e7898
Visitor
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1 Message
3 years ago
Really difficult when you’re dealing with a monopoly and need service so you can work from home. They’ve got you between a rock and a hard spot.
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user_3b3e49
Visitor
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5 Messages
3 years ago
Despite calls to Xfinity support, chats with Xfinity, and forum posts, the preferred method of Xfinity support engagement is apparently direct messages through the forum.
The representative that spoke with me last week said I should hear a status update today, however there is still no update. The latest is a Support representative told me that this process can take 80-190 days. First, a survey team has to review the site. Then, a design team has to develop a solution. Lastly, a construction crew has to perform the work.
I've had numerous employees tell me to hang tight until my appointment (that was still scheduled despite being a past date), tried to reschedule the technician to come out to my house (who has expressed he cannot run this type of cable), and I've even had reps tell me that they need to reschedule the technician to come out so I can ask him for a status update. This is a considerable waste of my time, employees time, and is surprising given how commonly new homes are built and how heavy a monopoly Comcast holds over most of US cable.
While it's nice to have a potential timeline, it means very little considering every time constraint thus far has been breeched. There is no process for ticket escalation, and Comcast is not held to any apparent SLA with it's customers. There's also no method to directly engage points of contact to try to move the process along. Nearly three weeks after Comcast made a mistake, overlooking this construction, there's been no acknowledgement of a break down in process or an attempt to remediate the situation. It's very apparent that Comcast does not care about it's Customers, even prospective ones.
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user_3b3e49
Visitor
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5 Messages
3 years ago
Last Wednesday and Thursday, a construction team installed lines between the road and my house. They knew for over a week that they were ready to install cable. Customer Service provided 2 updates during this period, one to try to get me to download the awesome Xfinity app, another telling me that there were no updates and that it could take a long time.
With wire installed, I don't know what the next steps are. These last couple weeks have proven how disjointed Comcast is with varied answers and a complete lack of awareness of what has been happening with the construction crew. I've heard of others paying out of pocket for this installation, but I haven't seen or heard a single price.
I've worked ticketing systems in IT and Aviation for the last 10 years. I'm familiar with creating work orders and continually updating tickets to keep customers informed of progress and complete work in an organized fashion. It baffles me that a company as well established as Comcast can be so heavily splintered and have such poor communication between business functions. What should be a simple as tracking relevant information in a single ticket has devolved into dozens of people speculating and saying whatever they can to appease a customer.
While most of the people I've talked to have been very nice and professional, this experience outlines a serious failure on Comcast at nearly every level of cable installation. Comcast needs a better process for handling work and communicating between functions, and ultimately communicating status back to its customers. I should be able to manually check the status of an outstanding work order involving my service, and that ticket should include the details of any work planned or performed. Installing cable at a new residence should be a common occurrence, and no customer should have to waste 10+ cumulative hours over 2+ months to get service.
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