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I am writing post as I have been trying to get my sprinkler pipe repaired that was damaged on 10/5/17 when Comcast buried a new line they installed. I have called 15 times in attempt to have the damage rectified. Each time I call I the individual says that they value me as a long time Comcast customer and say they are notifying the escalation team to get it resolved. I have even spoke to 3 different escalation supervisors that have ensured me that they we solve my problem and follow up with me the next day (never happens). The last person even told me that I could go ahead and get it fixed and that Comcast would reimburse me for the cost. When I asked for it in writing I was told that an e-mail would be sent to me within the hour stating that I would be reimbursed. (This also never happened)
At this point I am extremely disappointed and frustrated with all the lip service I have received for a month. How can I get your company to come out and fix the damage that you created? I feel that I been very patient with this matter but with the lack of urgency and poor customer service I making one last attempt to have the damage fixed.
I feel I have had a good relationship with Comcast over the years but this issue have left a bad image of the company.
In case these errors aren’t solved in a timely fashion, I will take the necessary steps to make my property whole.
Escalation ticket# 044120523
You should hire your sprinkler company to fix the damage. Have them document the damage,and take pictures. Hang onto the invoice and go after Comcast for reimbursement. As you have seen, it will take a lot of effort and time.
Yes I know I have that option. I guess I was thinking that they would want to be profesional and take care of what they damaged. I know if I damaged their property the expectations would be the same.
Hi JAFoster, I show your ticket has been routed to the correct department. Please allow 3-5 business days for your ticket to be addressed by our corporate department. I set a reminder to reach back out to you to make sure you get this issue taken care of.
Hi JAFoster, I see that your ticket has been assigned to one of our corporate representatives. I am reaching back out to you as promised to make sure you got a call from them explaining next steps if the problem hasn't already been resolved.
No I did not. Once again I was promised that someone would get back with me. I had to go to the store where the manager Harold Willis said he would reach out to the manager in charge of the installs. I was then contacted by the contractor that perfomed the work the next day. That was about a week and half ago. I am still waiting for my credit from Mr. Willis. At this point I am just a couple days away from pulling the plug on Comcast.
JAFoster -- Was the contractor able to get the sprinkler repaired and resolved? I reviewed your account in regards to your adjustment offer however I did not see anything indicating an adjustment was offered.
Yes the issue was resolved and the cable was re-burried. Harold Willis told me last week that he would be creditiong my account for the month less taxes and fees. Please let me know if I will be credited or not. This seems to be a systemic issue with Comcast customer services. Everyone I have spoken with is very courtious and states that they will get back to me, or the problem will be resloved, but there is never any follow through. As stated in my original post I have called over 15 times, gone to my local store, and posted. This has been going on for since October. Comcast should be embarassed!
JAFoster -- I hadn't found anything about an adjustment so I haven't been able to confirm if this was offered yet. I do have a package discount available for your Double Play. Would you accept that in lieu of this adjustment?
When will you do this? I also want the 2 late charges reversed. He said would take care of this over a week ago and I have been holding off paying the bill until it posted.
Good luck. I have sent him 2 e-mails with no response back. I had to go back down to the store and leave a message to get him to call back. That is when he promissed to make the adjustment. More promisses with no follow through.