@ComcastBill replied immediately. Great! I can't get help from calling in but I can get it from Twitter. I don't care, as long as I get help! He then asked that I email him the specifics of the issue.
Here's my email to we_can_help@comcast.com:
On Thu, Nov 3, 2011 at 3:04 PM, Ernie Ayres
Bill?
I'm sending this email as per the request from @ComcastBill on Twitter.
ACCOUNT INFO REMOVED
I called on 10/21 to start my address change for our move on 10/28. Since the previous occupants didn't have cable a "sight survey" would need to be done which takes up to 10 business days. 10 BUSINESS DAYS!!! It takes that long to drive to a house, look at the neighbors around us that have cable and say, "Gee, I guess we CAN put cable here."?? I was told that it probably wouldn't take that long and he would call me back as soon as it was completed.
After not hearing anything I called back on 10/31 and explained my story. The operator had me verify all the information again and I was told it hasn't been done yet and, again, I'd get a call once completed.
Since we've been moved in for almost a week now and still don't have cable (which we're still paying for by the way) I called a few minutes ago to see if there is any update. The operator tells me that I initiated the call on 10/31 and it's 5 to 10 business days from that start date. Huh? I called on the 21st. She wouldn't acknowledge that and just kept reading the same line from her script. "It takes 5 to 10 business days to have the site survey done." Due to my blood pressure issues I figured it was just better to hang up rather than listen to the broken record routine.
If I don't have cable to my house by tomorrow (again, my neighbors around me have cable so it really shouldn't be that big of a deal!) I'm canceling my service with Comcast and switching to AT&T.
Another issue we've had constantly is that the DVR is ridiculously unreliable. While watching live TV, sometimes, pressing the pause button on the remote shows the progress bar on the screen but it doesn't pause. That really cute thing comes on that my wife wants me to see (because I'm apparently attracted to cute things) so she tries to rewind live TV and nope. Nothing. Every time we call in...guess what? "I need you to unplug the DVR for one minute please. You'll lose all programming guides for approximately fifteen minutes." Not mention the fact that we might be recording something on another channel because that's what DVR's are for, right? Recording!?
We're just tired of being yanked around. You didn't enter my order? Fine. Acknowledge that when I call to check (on the 31st would have been great) and try to make it right. Customer calls for the umpteenth time with a DVR complaint? Send that customer a new (not reused refurbished DVR...a NEW one because we are now on our third USED DVR and it still doesn't work reliably) and, again, try to make it right. And for the love of Pete, STOP READING FROM A SCRIPT! Your reading the same line the fifth time doesn't help me to feel like you care or that you want my business.
The customer.
Please feel free to call me a the number below.
--
Thank you,
Ernie Ayres
http://www.ernieayres.com(XXX) XXX-XXXX
We'll see what happens from here. I'll post any updates. The big question is "What is it going to take for companies to start caring up front instead of playing clean up?"
Maybe Gary Vaynerchuck's The Thank You Economy should be required reading at Comcast.
Hey Comcast, if you do decide to buy everyone in your company a copy, please use my affiliate link! Pay me back for some of the frustration.
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