Monday, October 08, 2007

Frustrations with Comcast

Comcast. Customer Service. Two mutually exclusive terms.

Yes, the damn internet was down again and of course, cut me off of my telephone call (I would extol the virtues of VOIP but I cannot right now, even though my VOIP provider is AT&T Call Vantage and is working just fine; when Comcast crashes and takes the network with it, so goes my telephone service).

As soon as the system crashed, I called the service number and was told there was a partial node outage in my area. Fucking DUH. This happens 3-4 times a week, most often on Friday nights at 6 and 8 PM. The history and my histrionics have been well documented in their customer notes and I am sure I have been labeled a quackadoodle. Never mind. I know I am right!

Tonight's tech, at least, is female and, presumably (by her accent) located in the American South. She made a notation in the file that someone needs to come look at the node in my area. Whether or not this will happen is a good question - I predict it will not. There are a great many places on the net where you can find complaints about Comcast's lack of service and lack of sympathy and their common practice of blaming the end user. At any rate, the tech went on to accuse me of being abusive and I told her "I am sorry you feel that way. I have not been abusive. I have not used foul language or raised my voice to you. Believe me, if I was being abusive, you would know it. I am merely expressing my frustration and dissatisfaction with the service." I went on to mention that a couple of weeks ago, the service went down, I made the call and scheduled an appointment for 6 PM the following Friday, when the service typically goes down. The service tech showed at 4:30 PM, said there was nothing wrong, and charged me $100 for a service call. I heard a gasp on the other end of the phone. Needless to say, I expect a full credit on my next bill.

And did I mention the two things that irritate me most? When I call Comcast to report the problem, I get a recording which says "Most service-related issues can be resolved by resetting your modem. For instructions, go to" Now, if I could GET to a website, I would not be reporting a problem. As for the second thing, at the conclusion of EVERY call, the tech invariably says "Thank you for choosing Comcast." Ha! As if it is a choice. Fie on goodness, fie!

1 comment:

DebGrabien said...

Comcast sucks decayed salmon on stale toast points. Just - evil.

And yeah, the "reset your modem" thing is roughly equivalent to the "Are you illiterate? Need help? Call 1-800-READTHIS".