I wish I could remember all the details, but I didn’t realize I would be having all these problems.
On Tuesday. February second we were experiencing intermittent problems with our internet (we pay for the BLAST speed). Response times were exceeding 1 and sometimes over 2 seconds. The internet dropped several times a requiring resetting the modem.
I called for service and were given a scheduled date of Tuesday February fourth. I stayed home all day waiting for the repairman. He failed to show. I call Support (laughs to self at the word). I was told that the appointment had been rescheduled to Thursday without any input from me.
Thursday arrived and instead of a repair man, I received a phone call from some sort of Supervisor to tell me it was a problem in the area, not isolated to us. Therefore there would be no service call. I waited at home all day to hear this news. The “so-called Supervisor” told me he would call me and let me know when the problem was resolved. HE NEVER CALLED, and the problem did not go away.
Called again on Saturday to state that the problem was not solved and got a service call for Sunday (staying at home now for the third day). Two repairmen came out and replaced all the wires leading into the house. Why? I don’t know because it had nothing to do with the problem. The said somebody would come by on Monday to check the wires on the pole in the back yard. HE NEVER SHOWED. In the meantime, excuse for not fixing the problem securely tied to a mysterious third person, they scurried away into the night. Problem not solved.,
On Sunday, we called again at 1:00 am. They said they would have a repairman out the next day between 1 and 3. Waited at home all day (again). It turns out that since it was after mid-night thy meant the next day was Tuesday, not Monday.
On Tuesday I waited for the 1 and 3 appointment, which didn’t show up until 5:05. As in all other service calls, the first thing the repairman wanted to know was “what’s the problem.” Apparently they don’t keep records and send the guys out totally unprepared. This guy was completely lost and had likely never seen an Internet in his life. He seemed content just to trace the path of the wires to the various TV sets. He then went outside to do some mysterious work – In the dark because he was two hours later than his appointment. He left, knowing the problem was not solved, because he had another appointment to go to. He gave us his supervisor’s name and phone number so we could get more information as to why going to another appointment was more important than finishing up with us.
The supervisor did not answer our call, we left a message and he did not call back.
Called the service (Laugh) department to find out the status of our service call and were told that the call was complete because the repairman turned the call over to another department because the problem is neighborhood wide and someone else was now responsible. Who did they turn it over too, you ask. The same group that promised to fix the neighborhood wide outage as mentioned previousl.
Of course it takes 48 hours for that group to act. I asked if I could reschedule a repairman soone than that. I was told I could and after waiting –on hold, Comcast’s favorite weapon, I was told that I could schedule another appointment but as soon as it showed up on the system the other department would cancel it.
I was told by one phone representative that if I was upset he would just cancel the line repair call. How does that help anybody? He would harm all the other neighborhood users to spite me?
And the main thing I found out is that any call gives you the highest Person in the company. I tried, but in every case when asked for a supervisor I was told various versions of –There is no supervisor in the building – the supervisor does not answer his phone after hours – I have no supervisor. You cannot escalate a problem, you have to take the absolute word with no recourse.
And all along, whoever you get on the phone, after five minutes of annoying menu options, everyone spends half the time apologizing “I’m sorry to hear that sir, we appreciate your business but we really aren’t interested in your problems and we’re not going to listen to reason, or do a thing for you, now how an we help you.” Which of course is the furthest thing from their mind.
