Complaint Review: Comcast - Atlanta Georgia

(By the way, this guy works in my building! Found that out after a little google sleuthing - I also added copies of my bills, my chat transcript and the Rip Off Report with the letter!) John H. Ridall President, Southern Division Comcast Cable 600 Galleria Pkwy., Ste. 1100 Atlanta, GA 30339 VIA: Hand Delivery August 3, 2006 Dear Mr. Ridall, I am writing to you today because your company lacks the basic customer service skills any normal company needs in order to remain competitive in today's business environment. Let me give a little background on what is prompting me to hand deliver this letter to your office. A few months ago we decided to switch from basic cable to digital cable. Prior to the switch, our bill was $65.10 per month (it includes internet service as well). We requested the upgrade online through a chat with a service representative. We had picked three different Saturday installation times, and were told that a technician would be out on a certain Saturday during a certain time frame. At that time, I explained to the service representative that my prior experience with Comcast was that they do not show up when they say they will, if they even show up at all. I was then told that they couldn't guarantee they would show up when they say they will because they don't have any control over the dispatch. This did nothing to bolster my confidence in the service level provided by Comcast. Before I continue with the current issue, let me explain the past experience. I moved 3 times last year. We moved into House #1 while we were renovating it so we could eventually lease it out. Comcast was scheduled to show up for the installation. Of course, no one showed. We rescheduled. So we leased that house out and moved to Apt. #1 and we needed to move our services. We still had all the equipment, but they said they had to come over to switch the internet. I asked specifically if we could do it over the phone as we had all the equipment and the apartment already had cable service, but was told no, we need to come out to do the installation. After two no shows by the installation team, a "customer service" representative finally said he could do it over the phone. At that point, I was completely livid and handed the phone to my husband, because I had waited all day on a Saturday for them to show up and wasted yet another day because of Comcast. So then we move to House #2 and the same deal occurs. However, this time we can't just move the equipment because there was no service at the house to begin with. So I spend yet another Saturday waiting for the serviceman. He, of course, doesn't show. We reschedule, but he comes on the wrong day. Finally, a miracle occurs, and he shows up for the service. So this is the prior service I've had with Comcast before beginning the saga of the digital cable installation. Let's start with our Saturday installation appointment We waited a week and a half just to get a Saturday installation appointment. I receive a call the Wednesday before from our front gate. The serviceman is at the house (loft), and is ready for the installation. He tells me that it was scheduled for Wednesday. This is after numerous confirmations with the chat representative that our installation is scheduled for Saturday. He tells me I have to call to re-schedule. Of course, when I called to re-schedule, there are no more appointment times for that Saturday, and I would have to wait another week. After explaining the story to the service representative, I stated that it was not acceptable to wait yet another week for their mistake. I asked to speak with a supervisor. However, I believe part of the training involves instructing the first tier customer support employees to automatically state The supervisor is going to tell you the same thing I am to all customers who request to speak with a supervisor. After my THIRD request for a supervisor, I did finally speak with a supervisor and did finally get my appointment for that Saturday. The installation technician did end up showing up earlier than scheduled and I had to drive back home to meet him. During that first week of digital cable service, we noticed that we could rarely watch an On Demand movie because the signal was so bad. We called in and were told they needed to reset the box. They reset the box, but it still did not help. They said they needed to schedule a technician to come out to the house to take a look. Again, we scheduled for Saturday, and again, they showed up in the middle of the week while I was at work. At that time, I had enough. I told them that instead of sending a tech out on Saturday to fix the problem, they could send the tech out there to pick up the digital cable box and that we are going to just stick with the basic service we had before. Again, there were issues with the timing of the tech, but we got it worked out. This is where we come to my current issuethe bill. The bill we received for the digital service was for $187.38. This was for 2 weeks of service that never really worked properly to begin with. I called in and after quite a long discussion with the representative and then her supervisor, they finally stated that, yes, we were over-billed and the bill should've only been $97.28. I paid the bill and was told that they would adjust the charges to show a $0 balance. I also made doubly sure that all future bills would only be for the $65.10 since we were going back to the original service. I asked and was reassured three times before hanging up the phone. I was even told that it would actually only be $63.10. The next bill arrived and it was for $72.74. It's not a large difference, but as you can imagine, after all the previous problems, I don't believe I should pay Comcast one more penny than they're actually owed. I called in and went through the same story and was told they could not fix it. I again went through the same the supervisor will tell you the same thing I did before actually speaking with a supervisor. The supervisor said that he would adjust the bill and I just need to pay the $63.10. I actually paid $65.10 as I already had the automatic payments set up through my bank. And then the bill arrived yesterday That bill was for $70.74 (as I overpaid the previous bill by $2). Again I called in; however, the first time I called I was disconnected and so I called back AND went online and chatted with one of the online representativesRocel. I was on the phone for one hour and 19 minutes over a matter of $7.64. During the phone conversation, I was on hold for a good 45 minutes. I explained my story to no less than 4 people. When I requested a supervisor, I got the same story I always do: The supervisor is going to tell you the same thing I am. I'm also enclosing the copy of the online chat as I saved it and printed it out. The part that really bothers me is that when I said I was only paying $65.10, the representative stated, That is fine. Please note that if there is still a delinquent amount on the account it may be suspended for non payment. I'm sorry, but the bill is correct. For $7.64 my account will be suspended? It was at that time that I requested a supervisor on the chat. (As far as time goes, I requested a supervisor on the phone and on the chat at about the same time). Again, I got I'm sorry, but a supervisor will tell you the same thing. And that is quoted direct from the chat transcript. I was hearing the same thing on the phone and on the chat! That's where I found your name online-with your business address. I was amazed that you work in my building. I brought that up during the chat. I had decided that enough is enough. No matter what the outcome, someone higher up in the chain needed to hear this. I've spent countless hours on the phone with this issue. I don't want to have the same issue next month. I was on the phone and on the chat for probably an additional 15 minutes before the supervisor on the phone (Cory a Senior Advisor in Ft. Lauderdale) told me that he would do the adjustment of $7.64 and I waited on the phone while he completed the credit. He's assured me that the problem won't happen again next month. We're good customers, our payments are not late. We know other good customers. However, we don't know of anyone who has had good service with Comcast. We know A LOT of people. Do you realize how pathetic that is? Comcast has been late on their service calls, messed up their bills one even had their electrical wires cut in their home and had to go to a hotel for awhile because of Comcast. Not one person we know would stay a Comcast customer if there was another option. We don't want a dish because we live in a historic loft community and the installation of a dish detracts from the aesthetics of the building. But I would switch cable companies in less than a second if it were an option. I think it's about time that Comcast starts to take responsibility and begin servicing its customers properly. I'm enclosing copies of the bills I have reference, along with the transcript of yesterday's chat, and the Rip Off Report I submitted on May 3, 2006. Don't just take my word for it, but you may want to take a look online and see just how many customers are dissatisfied with the level of service given by your company. Here are a few I found with one simple Google search these are just 4 of hundreds: (((ROR REDACTED LINKS FOR SECURITY PURPOSES))) Thank you, CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

I had the same problem as you. My answer, switch to ---. I'll never do business with Comcast again. sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.