Dear Comcast CSRs:

[mandolin]

If you can't do it, SAY you can't do it.

Don't promise a customer an appointment time that you can't grant! It's irritating to be told that management policy dictates that you can't schedule appointments during hours that customers don't usually have to be at work. But you know what? I understand their policies suck.

But when I call Comcast the day after I'm told that they're going to schedule an after-5 appointment to make up for the fact that I wasted my last three credit hours waiting for a tech who never showed and find out that I have NO SUCH APPOINTMENT SCHEDULED, it doesn't irritate me.

It PISSES ME OFF.

That is all.

Comments

[neonhummingbird.livejournal.com]

Comcast does this to me all the time. Usually after they lie about an outage for several days in a row. They are evil and they suck.

Check your city's home page for a cable regulation committee; in Chicago, there are laws governing what a cable company can get away with, what they have to pay you for (missed appointments being one of those things) and generally how much screwing around you have to put up with. Also, complaining to a regulation committee generally improves their service 100%; sending a pissed-off letter to the corporate headquarters and visibly copying said regulatory agency works, too.

(I've been at bloody war with Comcast for more than 5 years. Periodically, they call and ask if I'd be interested in digital cable or high-speed internet. I attempt not to fall on the floor laughing while still on the phone.)

[weirdweb.livejournal.com]

Best thing I've been able to find is a complaint form to send to Howard County's cavle administrator. *sigh*

[marielogan.livejournal.com]

Yep, just like Telus they are. Telus shamelessly hire rocket scientists from Wayne's World type life styles to deal with very real and very important customer issues. Telus management are in fact so deplorable that the CRTC have recently ruled that they have to pay fines which include customer rebates and negligence payments for their lousy, despicable lack of customer service, even though they advertise ad-nauseum how much they care (no they don't).

Comcast looks just about as good.

[kevenn.livejournal.com]

Time to threaten to take your business elsewhere. Mention the "s" word. . .satellite. :)

[weirdweb.livejournal.com]

Well, I'm probably moving out in 6 weeks, a fact I will not be informing them of until AFTER they fix the damn panel.

I may be getting DSL when I get into the new house - but the thing is, when I don't have to deal with Customer Service I've had very few problems with Comcast high-speed Internet. I don't know.

[jennies.livejournal.com]

I find the best way to handle Comcast is to treat them like an enemy country currently within range of your giant space lasers: rattle your sabre a little.

Call and complain. Angrily. Make a bloody nuisance of yourself until someone with authority gets on the line. Demand to be credited for the entire length of the outage, insist that someone be sent out immediately (if you are calling after 5pm, next-day service is more realistic, but do *not* budge past next-day), and refuse to pay any fee for their tech service (as I understand it, some areas have started charging for these things). Be certain to get the manager's name, and their office phone # if possible, and make sure to tell them you are recording said data (that you're writing it down may be more the case, but that is still, by definition, recording) and that you WILL BE CALLING BACK if they miss another appointment of fail to credit your bill. Rant and rave and just generally strike the words "sympathy", "mercy", or "compassion" from your vocabulary until you get your way.

After all, you are a paying for a service, and if they aren't providing it, you're entitled to your money back and adequate compensation.

But then again, I'm a pain in the ass when it comes to getting the corporate run-around, and tend to wreak havok and take vengeance upon mine enemies until they capitulate just to shut me up. ^_^

Seriously, though, hope they fix the problem soon, without any further annoyance factors.

[weirdweb.livejournal.com]

Thing is, it's not an outage. My connection is fine. But the panel's happily dangling on the cable like a backwards version of the stocks, maintenance can't touch it, and I know if I leave it like that they'll probably take it out of my security deposit (or it will cause an outage). It's not an emergency fix - but it needs to be done.

This happens again, I'll demand a supervisor and raise hell. Scaring the first-line phone peons won't get me anywhere; scaring a manager will.