Its Not Comcastic

2009-03-31T17:41:00.000-07:00

Dear Mr. Brian Roberts CEO of Comcast
Comcast Corporate Office
1500 Market Street
Philadelphia PA 19102

I am writting this blog to reduce the stress I have had dealing with your wonderful, helpful, caring Comcast support staff you have hired or contracted out. Just to start let me tell you a little bit about me. I was a Comcast customer for at least 7 years when I finally had to leave, not for the product but rather the price and service. I found it odd at the end when I decided to leave that your Customer Service Department finally took an interest in me by offering me a price I was looking for before I made the decision to give up. I have been a subscriber to Dish Network for about 4 months and I am completely happy with the level of customer support along with a great product and price.

My new dilemma came when my wife suggested we go to Comcast for the internet service as she enjoyed the product. With much hestitation I decided to make the plunge again, as I said before the product is great price and service was always an issue. Well after hours of searching and comparing product and services the Doubleplay was my product of choice. A decent offer of 6 months of internet and home phone for $66.00/month with a $3.00 rental charge for the modem. I went through the ordering process that wasn't to difficult to have my order completed and a page came up that requests you print out with your confirmation number. Easy enough I did that received a confirmation number along with my plan detail spelled out $66.00 month for Doubleplay, $0 installation cost, $3.00/month modem fee, I was amazed at how easy it actually went. Next step was click a button for a representative to call you to schedule your installation, did that and received a call within seconds (amazed). When I connected I had the regular pre programmed voice with it explaining the call volume is higher than normal please wait (same as I remember it saying each and every time I have called in the past, only difference the voice called me). Well I get a real person to finally talk to me to confirm my order and set up my appointment. This is where things started going terribly wrong the person on the other end of the phone explained to me that my offer does not exist anymore.I explained that I researched cost and this is why I picked Comcast, she left the phone to speak with a supervisor and came back to inform me that I cannot get the offer I had a confirmation number for. The only thing she could offer was $29.95 for each internet and $29.95 for the phone but only for 3 months before the price of each service would then basically double. I was frustrated but agreed thinking I would cancel after 3 months. Then the phone went dead, I assumed a wrong button was hit by the Customer Service Rep., and since she was processing my order she would be happy to call me back. I waited about 10 minutes and nothing. I went through the entire process again giving my confirmation number and all the information requested previously. What I found amazing was the new rep I was given this time was able to locate the price I signed up for and the duration my agreement was made to. I was starting to get a better feeling, thinking I have found that Customer Service rep that is empowered to help the customer, and at the same time thinking how messed up the system at Comcast must be to get completely different answers for the same issue in 30 minutes. But alas my happiness was not meant to be at Comcast, just as we were getting to the final part of my call, the actual part I called for in the first place to schedule an appointment. I was told there is a $79.95 installation charge, I said "it can't be, I have a document that clearly states $0". Well as usual at Comcast the customer is always wrong or misunderstands. I asked to speak to a supervisor, who spent 30 minutes to research the site I was on to try and convince me the sheet is an error and it is my fault for not understanding that $0 is only a placeholder because they don't know what they are going to charge. I asked him why it didn't state that it a price would be given when you set up an appointment. All he could say was sorry there was confusion and there was nothing he could do. I wonder if this was brought to a court of law how quickly I would win, since by signing up I am agreeing to make payment of the price quoted I would think a contract is in place.

In closing I would ask you Mr. Roberts why would you turn away a new customer over an error that was from an authorized Comcast Dealer over $79.95. I would think in todays times a customers voice would be heard and a reasonable solution would be given. During the current economic condition I don't think that any supplier of any good or service is in the position to say the customer is wrong.

Please let me know when things have been corrected at Comcast, as if you were just judged on product I would rate it A+, but service is still an F.

Regards,
Dave B
Commerce MI

its not COMCASTic

Its Not Comcastic