COMCAST is KILLING ME!!

I have had Comcast service for many years now. We’ve always had some problems with them, but NOTHING like what has happened now. I’ve never been so upset with a company in my life! Here’s my story:

On Monday, Sept. 8th, 2008, I made my first phone call to Comcast Customer Service. I had been having severe shadows on my main channels so badly that you couldn’t even watch a show on them. Of course, it took awhile to actually TALK with a real person, but when I finally got someone, they told me that Comcast would come fix our tv on Wed. Sept. 10th between 12 – 5pm. A man named Jerome showed up but said the problem was the cable from our house to the pole in our backyard and unfortunately, he didn’t have a ladder tall enough to reach the pole. However, he PROMISED he would be back FIRST THING Friday morning, Sept. 12th to fix it for us. He was very nice and even wrote down his personal cell phone number for us to have with any problems. So we wait…..

Friday, Sept. 12th, 2008….. it’s 1pm and Jerome hasn’t showed. Since my son is getting married in two days and we have family flying in from all over the country to stay with us, I’m getting a little nervous that our tv isn’t going to be fixed, so I call Jerome and I leave Jerome a message. Now it’s 4pm and I decide since Jerome hasn’t called us back, I’ll call Comcast Customer Service. I get a young girl on the phone and I explain the situation. She has this response…”Gee… ummm… I’m not sure what to tell ya!”… I said, “Well, you need to tell me when someone is going to come fix my tv.”… She says, “You want to speak to a supervisor?’… I say, “Yes, that would be awesome!” A supervisor keeps me on the phone for half an hour while she tries to find out what the problem is. She finally apologizes and says, “I’m going to TRY to get someone out there today, but since it’s getting so late, it may not happen. However, I PROMISE someone will be there first thing in the morning to fix it.”

Saturday, Sept. 13th, 2008…. I decide to call Comcast first thing just to MAKE SURE we are on the schedule to come fix our tv for that day. Gloria is the lady who assures me that we are on the schedule!! Yay….. by 4pm, still no Comcast. I call again. This time I speak with Carrie. She does some checking for me and says that unfortunately, she talked to someone in dispatch who says that they called ME earlier today and that I said I DIDN’T MIND if they waited one more day before coming out, since they were short six people that day. ……!!! Now I’m getting livid. How can they just LIE like that? Carrie apologizes and PROMISES that they will come the next day to fix it.

Sunday, Sept. 14th, 2008. My son’s wedding day. I’m juggling family and friends AND spending the whole weekend trying to get my tv fixed. Once again, I call early in the morning to make SURE that we are on the schedule. I speak with Mary. Mary checks….”Yes, you are scheduled for a bucket truck to come and fix it today”…. Great.
I go to the wedding…. Come in at 9pm that night, turn on my tv…..and it’s STILL not working!!!! Now I’m REALLY MAD!! What’s the problem?!?! WHY can’t they come FIX MY TV?!?!? I get Tim on the phone at Comcast Customer Service. Unfortunately for Tim, he gets an earful from me. Bless his heart, he was very nice and let me vent all my problems. He promises to help me get to the bottom of this mess. He calls me back a few minutes later and says that he has pulled in his supervisor and that he, Mary (from earlier in the day) and Doris (his supervisor) will stay on this until it gets resolved. They offer me a $20.00 credit for my trouble. At least I finally have someone who acknowledges my trouble.

Monday, Sept. 15th, 2008. …. It’s been a week now that I’ve been dealing with Comcast. I’m sick of it. Tim calls me and says that he is back in the office for the morning and wants to know if I’ve heard from a repariman yet today. I tell him no. He says, “REALLY?… ok, I’ll call you back later.” Two hours later, Tim calls again, “Have you heard from them now?”… I say, “No”… He says, “You’re KIDDING?!?… ok, I’ll call you back. Later that afternoon, Tim calls again. I have to tell him that I still haven’t heard from Comcast Repair. Tim is in disbelief. Now Tim WORKS for Comcast and even he can’t believe that NO ONE will come fix my TV!!

Finally, I see a Comcast van pull in my driveway. A man named Glen gets out slowly walks up to my door. When I greet him he says…”You having trouble with your tv?” HA! I say Yes, and tell him the problem. He looks up at the pole and says, “Yea, well, I don’t have a ladder big enough, so I’ll have to send someone out tomorrow.” ARE YOU KIDDING ME?!?!?!?!?!??! At this point, I’m thinking that I MUST be on some Candid Camera tv show or something. I mean, really….. how in the world does a company stay in business like this????

About an hour later, Comcast calls the house. A man says that he’s just calling to make sure a technician came out and fixed our problem. I tell them that they say they’ll have to come back tomorrow and fix it. The man on the phone says “Oh NO. They are going to fix it TONIGHT.” And hangs up. Sure enough, a few minutes later, here comes Glen….and next thing I know, he’s up on the pole. I watch him as his ladder (which a few minutes ago wasn’t big enough, but now seems to work just fine) takes him right to the problem. I see him make a quick adjustment then he yells, “Check your tv now”…. TV is perfect. “I tell him it’s great, thank you”.. he nods and leaves.


OK… Now HERE comes the big finish….. Of course, I’m telling everyone I know about my horrible experience, and one of those people was a friend who is visiting my house. He asks me how much I pay for my service… so I pull out my bill. Now, I have an automatic draft, so I don’t look at my bill closely every month but I suddenly noticed that they were charging me $3.00 a month for a modem that I had returned 8 months ago. PLUS, my friend notices that I’m paying $6.95 a month for a second IP address. He says, “Why are you paying for a second IP address?”.. and I said, “Because they told us when we got our internet that if we had two computers, we had to have two IP addresses.” My friend said, “No you don’t. I have two computers and I don’t have two IP addresses.”…. So, now I’m calling Comcast again.

Monday, Sept. 22nd: 10am…This time I get Alice on the phone…. When I tell her what’s going on, she reluctantly offers to refund my modem charges for the last six months. She says she can’t go back any further than that. I ask her about this IP address situation and she has the NERVE to say to ME, “What I’d like to know is why you are JUST NOW calling us about his ma’am.” I said, “Excuse me?” and Ann says, “When you pay your bill, you are basically agreeing to the charges, so you should have noticed this sooner.”.. I can’t believe it. I’m dumbfounded. She’s giving me a lecture. After all I’ve been through with this company….. UNBELIEVEABLE!!!! She tells me to make sure I don’t have a hub or a switch before she changes my ip address.

5pm…. I call again. I get Robert. He says he will take off the ip address and write up a ticket about my wanting a refund on an ip address that I never needed. He gives me the reference number CR139026983 and says someone will be calling me with a day or two about this.

Monday, Sept. 29th…9:45am. I call Comcast again. This time I get Scott. He’s a jerk. He doesn’t want to deal with it. He tells me that I should talk to Robert about it, but Robert isn’t here right now. I tell him that I’ve been waiting a week to hear from someone and he says, “Well, technically since he didn’t put in the order until last Monday NIGHT, it won’t be a week until tonight.”……UNREAL. He’s no help at all.

So, now I’m waiting until tonight when I can call Robert and find out why no one has called me. By the way, I just opened my mail to find a letter apologizing for all my problems with two coupons for On Demand Movies….. when I DON’T HAVE On Demand. That really helps. Thanks guys.