Tuesday, 28 June 2011

Comcast - such awful customer service that words fail me

So yesterday, while I was eating breakfast, my Internet service went down. The lights on the cable modem weren't blinking, and indeed nothing worked. It was time to go the office anyway, so I figured they would have fixed it by the time I got home.

But they hadn't. Still nothing worked. After the usual "press 1 for this" hell, and a ten minute wait, I finally got to talk to someone. "Oh yes," he said, "we discovered a signal leak back in February, and you hadn't made a service appointment, so we turned off the service."

Hang on... "Did you tell me about the problem?" "Oh, we probably left something on the door."

"And what about reminders, like on each of the five bills I've paid in the meantime, or an email?" "Yeah, that would probably be a good idea, but we don't do that."

"OK, so now I've made a service appointment, can you reconnect the service?" "Oh no, we have to wait for the technician to inspect it".

So... they may or may not have told me, for sure I never saw anything. Then they sit on their hands for five months, and then cut off the service without warning. And this passes for their idea of customer service!

The service guy did come on time, though he called the wrong number to warn me he was on his way! And guess what... his conclusion was that a different service guy needed to come, maybe in a day or two, maybe not. And no, of course they can't restore the service even though it was working fine for five months with whatever fault exists.

Comcast is outrageously expensive, the only thing that stops me switching right away to AT&T is that I know for sure that their customer service is even worse. Sigh.

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