09-08-2014, 12:10 AM
Just one more in a myriad of bad Comcast experiences. My mom's phone, email and cable (triple play) went out a week ago Saturday (labor day weekend). I talked to 3 different customer service persons explaining how ALL the services were gone and my senior mother needed her phone in case of an emergency. The earliest tech I could get was Wednesday. I emailed their corporate help line on Sunday and recieved a phone call on Tuesday saying that someone would be out Tuesday or Wednesday. I asked how can you sell phone service if Comcast can't guarantee repair for 4 or 5 days after the service goes out. She told me that I didn't report it as a phone outage. I assured her that I had absolutely reported it as a COMPLETE outage including the phone. She said I had not been specific and that if I had simply reported it as a phone outage they would have responded much earlier as cable and internet are not considered a necessity but phone service is.
Part 2: The tech came out and found out the cable was bad outside her condo and ran about 100 feet of new line. He said he would call and schedule someone to come out and bury it in 2 to 3 days leaving it on the ground and hanging in some small trees and bushes. Needless to say the cable burial was never done. We called Friday to check and indeed no cable burial was scheduled but according to CSR 4 it would be referred to a tech supervisor for a response. No response.
Part 3: So I called today (Sunday) and the service person told me that indeed no burial had been scheduled but he would be happy to schedule it. After 5 minutes he comes back on and says a tech call would be scheduled at 7pm Wednesday. And I said that's kind of late to bury a cable and he says....wait for it....No, that's when they would call to SCHEDULE the cable burial. I had to repeat that to the CSR and then laugh.
I love these people. Like being in the movie 'Brazil'! Now what are the odds my sweet mother will be getting a tech call on Wednesday at 7pm? It's a good thing Comcast doesn't run the fire department.
Part 2: The tech came out and found out the cable was bad outside her condo and ran about 100 feet of new line. He said he would call and schedule someone to come out and bury it in 2 to 3 days leaving it on the ground and hanging in some small trees and bushes. Needless to say the cable burial was never done. We called Friday to check and indeed no cable burial was scheduled but according to CSR 4 it would be referred to a tech supervisor for a response. No response.
Part 3: So I called today (Sunday) and the service person told me that indeed no burial had been scheduled but he would be happy to schedule it. After 5 minutes he comes back on and says a tech call would be scheduled at 7pm Wednesday. And I said that's kind of late to bury a cable and he says....wait for it....No, that's when they would call to SCHEDULE the cable burial. I had to repeat that to the CSR and then laugh.
I love these people. Like being in the movie 'Brazil'! Now what are the odds my sweet mother will be getting a tech call on Wednesday at 7pm? It's a good thing Comcast doesn't run the fire department.
