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Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experience

Fidhle007
Frequent Visitor

Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experience

I have been a loyal customer for 5 years and I would like to upgrade my service but I'm getting jerked around by online chat.  My overall impression of my customer experience has really been terrible as plans have been changed on me and my internet has dropped out four times while trying to write this.  My bill has climbed steadily higher and services offered have declined, why is it so hard to treat loyal customers with respect?  There are several promotions listed but when I log in to try to purchase one I am given an error message and told to contact suppport.  Support literally told me to look at the website and then I got disconnected when I internet failed again...

 

Why is your customer experience terrible and what can you do to change it?

Fidhle007
Frequent Visitor

Re: Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experienc

It gets better, finally got through to someone on the phone!  I asked about the two plans I was interested in and asked what the diference was, I was told $20 and internet speed (which I was obvious from the advertising but I was curious if there was anything else) and I picked the 1200mbps plan and agreed to the new cost (not a huge savings but it was better.)  The women on the other end goes over the plan that I just agreed to and mentions the "600mbps" download speed which I questioned because I had just asked for the 1200mbps plan for the additional $20.  She said there was no 1200mbps plan option and there was nothing she could do now.  I very nicely stated my disappointment in my current experience, of which she had been the best part and she offered to escalate my claim to figure out why the plan advertised was not available.  We hung up and I turned on my TV to find out I had lost many, many channels!!  At the beginning of the call I had explained how I've been a customer for 5 years and how my bill keeps going up and yet I've been losing channels and explained I'd just like to get back to where I was when I started and hopefully upgrade my internet speed.  My internet speed has barely gone up and I lost all the channels I had left and lost an entire day dealing with people that have sent me in circles.

Fidhle007
Frequent Visitor

Re: Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experienc

The saga continues:  I got back on chat with someone from customer service who was the most helpful so far, he offered me a package with everything I've been looking for for the low, low price of $50 more than it's advertised for.  When I asked for the cheaper plan without voice and slightly slower internet he said that was not available but offered to have someone call me that could help.  I was promised a call "within the hour" from someone that could assist with my issues.  That was almost two hours ago...

 

Does anyone from customer service read this?!?!

Again
Expert

Re: Loyal customer for 5 years trying to upgrade service getting the runaround... Terrible Experienc


@Fidhle007 wrote:

The saga continues:  I got back on chat with someone from customer service who was the most helpful so far, he offered me a package with everything I've been looking for for the low, low price of $50 more than it's advertised for.  When I asked for the cheaper plan without voice and slightly slower internet he said that was not available but offered to have someone call me that could help.  I was promised a call "within the hour" from someone that could assist with my issues.  That was almost two hours ago...

 

Does anyone from customer service read this?!?!


You are probably looking at plans with pricing for new customers, which you are not.  Plus, there is no 1200mbps plan, but there IS a 1.2TB data limit.  However, there is a Gigabit plan [1000mbps], which is probably what you were thinking.

 

Unfortunately, over time, cable plans change and channels are either moved to a different and/or higher tier or the agreement between Comcast and a network has been dropped, which is why you probably lost channels between the time you signed up last time and now.

 

 


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Fidhle007
Frequent Visitor

Re: Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experienc

Clearly advertised as 1200mbps.  How come an existing customer can't get the same deal a new customer can?  That doesn't exactly build brand loyalty...

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ComcastVianney
Official Employee

Re: Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experienc

Hello, @Fidhle007. I understand you'd like additional assistance regarding the offers available in your area. I know you've spoken with others before, but I can definitely take a look as well. The promotions can vary and do change as stated above. With that said, we do have great offers for existing customers as well. Please send me a private message and include your first and last so I can assist you. To send me a Private Message, please click my name “ComcastVianney” and click “Send a message.” I'd be glad to help. 


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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.
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Fidhle007
Frequent Visitor

Re: Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experienc

@ComcastVianney I messaged you, I hope you can help!

Fidhle007
Frequent Visitor

Re: Loyal customer for 7 years trying to upgrade service getting the runaround... Terrible Experienc

Everytime I start a chat window with customer service my internet drops out while I'm trying to explain my issue...  The first three times I assumed it was a coinceidence, now it just feels malicious...