Community Forum

Horrible customer service.

Frequent Visitor

Horrible customer service.

Let me quickly describe my issue. During a windy day past Sunday (5 days ago now) a tree fell and took my power and Comcast cable with it. Since Sunday I am calling Comcast at least once a day to have my cable replaced ( I can 3 sections that are broken).. remind you this is all outside, there is no inside damage. So far I have had Comcast forgetting an appointment, a "missed you at the house, so we left" and a Comcast employee telling me " the cable is broken and needs to be replaced by an outside crew with a bucket car" (at that time something I have been asking for for 3 days).. now.. into day 5 I still do not have my security cameras, security system, remote access to thermostat, front door bell and camera oh and not to forget remote access to my work place. Of course another service visit should happen today but I am sure there will be something wrong again.. anyone has any suggestions ? Do I need to start filing complaints with federal agencies like the communications and trade commissions ?? Any idea on how I can get my access back.. I am running out of the thoughts and patience with customer service....
Highlighted
Expert

Re: Horrible customer service.

Hi @Redbeard_2nd

Thank you for visiting the forums! Sorry to hear about your issues.

I've asked a corporate employee to help you. You should expect a reply in this thread. 

 

If your service is restored today, they can help you with a credit for your time w/o service. If you still have no service, they can get that resolved for you. 

 


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Horrible customer service.

Hello Redbeard_2nd. Thank you for joining the Xfinity Forums and for creating your first post. I can assist with ensuring we have the correct crew coming out to restore your services as soon as possible. We apologize for any inconvenience while you wait. To get started, please send me a private message and include your full name so I can assist you. To send me a private, message click my name (ComcastJoeTru) to view my profile. Then click "Send a message" and private message me. 
 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Horrible customer service.

Not sure why.. nut it seems it is absolutely impossible for Comcast to replace my cable in 5 days... Probably even a full week. Customer service best idea now was to get it fixed on Saturday as I would be home then... Remind you this is outside.. this is the feed to my house... And I already talked and showed a technician of Comcast the issue... I don't know but I do not have a lost of trust on having this resolved today... Getting real close in bringing the modem back and going back to dial up.. yes.. slow but at least Verizon or AT&T guarantee a phone line.. so slow but at.least there is connection .
Frequent Visitor

Re: Horrible customer service.

Yeah... Nice try joe to bad you are capable of pretty much the same thing as all the others working in customer service... Nothing. Day 5; no internet service.. still have the broken cable laying next to my house.
Expert

Re: Horrible customer service.


@Redbeard_2nd wrote:
Yeah... Nice try joe to bad you are capable of pretty much the same thing as all the others working in customer service... Nothing. Day 5; no internet service.. still have the broken cable laying next to my house.

FWIW, @ComcastJoeTru is a Corporate employee.  If you haven't sent him the information he requested, you really should.


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Horrible customer service.

I did give him all the info required... Now day 6 still no internet cable connection to my house.. apparently I will get a cable hooked up today.. before 4 pm.. sorry... Not a lot of trust right now...
Official Employee

Re: Horrible customer service.

Hello Redbeard_2nd. We apologize for the time it is taking for us to coordinate the proper repair crew to replace your down drop. I can assure you, I am still working to get someone to resolve this matter for you. Your appointment has been rescheduled for today, 11/30. I have sent another private message with further details. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Horrible customer service.

I certainly hope so, as this has now put my job are risk, my home at risk, my heating system at risk... And now even had to cancel a planned vacation at the end of the year due to non sufficient vacation days... Unbelievable..
Frequent Visitor

Re: Horrible customer service.

Today is day 7 after my cbable was disconnected from my house, due to a tree falling.

I called customer service, talked to at least 7 people there, escalated to manager 3 times..  that makes 10.

I had cusotmer servicer call me back because I gave a rating of 0 for customer experience..  She was shocked and would look into this..  never heard back

I called and IM/Emailed with Corporate employees..  (3 of them)..  still..  on day 7  no cable drop installed at my house.

On Monday I will call Mr. Tom Karinshak himself.. see if that will help.

That and I might contact a lawyer and see what can be done in small claims..  I already filed complaints at the FCC and FTC. 

 

Expert

Re: Horrible customer service.


@Redbeard_2nd wrote:

Today is day 7 after my cbable was disconnected from my house, due to a tree falling.

I called customer service, talked to at least 7 people there, escalated to manager 3 times..  that makes 10.

I had cusotmer servicer call me back because I gave a rating of 0 for customer experience..  She was shocked and would look into this..  never heard back

I called and IM/Emailed with Corporate employees..  (3 of them)..  still..  on day 7  no cable drop installed at my house.

On Monday I will call Mr. Tom Karinshak himself.. see if that will help.

That and I might contact a lawyer and see what can be done in small claims..  I already filed complaints at the FCC and FTC. 

 


Since you have contacted the FCC there is nothing more we can do for you here - you will have to wait for an agent to get in contact with you.

 

This thread is locked.


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Horrible customer service.

 

Redbeard_2nd, I am glad to see that your service has been restored. We apologize for the time it has taken to get this resolved. Please let us know if you need any other assistance. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!