Let me tell you about my day.

Tuesday, January 10, 2012

WTF, Comcast?

Today, I spoke with Comcast. I actually started talking to Comcast on Saturday, when the rep on the other end of the line said, “I’m going to run some diagnostic tests.” And then said the modem was “depleted” (may contain uranium?) and needed to be replaced.

When can he schedule an appointment for a technician to come to my house during working hours to look at it? Um, never. OK, when can I go to a service center during working hours to drop it off? Um, never. I work during working hours. Can you mail me a new one? You have to call back during working hours. Fine.

Yesterday, I called and talked to someone who said they could mail me one. It should arrive on Thursday. Sorry for the inconvenience. Fine.

Then I got a barely intelligible voicemail saying I needed to talk to sales if I wanted a new modem, but no mention of how one gets in touch with sales. Fine.

So I called back today and was told they needed to run some diagnostic tests before they could mail me a new modem. Am I near my modem? NO. LIKE I TOLD THE OTHER COMCAST REPS, I AM NOT ABLE TO HANG OUT WITH MY MODEM DURING WORKING HOURS, WHICH IS APPARENTLY THE ONLY TIME ANYONE WILL TALK TO ME ABOUT GETTING A NEW MODEM. Please hold for a supervisor.

15 minutes elapse. New rep answers the phone: how may I assist you today? Uh, I’m waiting to speak to a customer service supervisor. New rep works in billing. Doesn't know how I ended up in her call queue. Please hold while she tries to get someone in customer service on the line.

10 minutes elapse. New rep answers the phone: how may I assist you today? Through clenched teeth, I explain that I just need someone to ship me a new modem, and I will gladly mail the old one back. OK, it may be 3 – 5 business days for me to receive it. She can overnight it, but it will cost me $30. Can’t you waive the fee? Sure, she can do that.

So, hopefully it’s done? Perhaps a mere 5 days later, I will have internet service again? I have to imagine that this is the plight of all people who are dependent on a single company to provide a service they consider necessary. Cox doesn't serve my side of the street, apparently, and Verizon needs phone lines? Or cables? Or something?

1 comment:

ComcastCares1 said...

I apologize for the trouble. Please feel free to contact us if you need help after you receive the equipment.

Also, if you don’t mind, will you please let me know the phone number associated with your account? I'd like to look into your experience so that we can address the issues you raised. Please include a link to this page for reference on your reply.


Mark Casem
Comcast Corp.
National Customer Operations