“Easy to transfer services” – as advertised.
This is a short version of my rant of Comcast because complaints doesn’t work with Comcast. They’re big and I’m one person, get the idea? OK, nothing has been easy with Comcast for the past 10+ years of service but this past experience with them was over the top. So I had to share.
In December, my 2-year contract with them was up and my price rocketed, so as usual I call them, happens every two years. They put me in a “new deal” but this time I told them I will be moving in January. The representative said, “OK no problem it’ll be the same when you move”. Then I called back roughly 3 weeks later to notify my move date, which was two weeks before I had to vacate my house. This representative also went through and have me sign a “new deal” with my new address. I told her I already did that but she said it has to be a new contract. OK, sure! This past two instances I asked for my bill to be pro-rated so I can pay. She said it’ll take around 24 hours. NOPE, it didn’t happen. So then I called back few days later to delay my move date by two days, done! I also asked why they didn’t change my bill. She couldn’t answer, transferred me to another person. That person explained that it has to wait til the next billing cycle, FINE. The bill was never pro-rated so I just paid the whole balance because I didn’t want to have to call again.
Two days before I moved (original moving date) my service got SHUT OFF. I called and got the Philippines call center (they denied it was out of the country) and they did some basic stuff but ended up couldn’t help me. The woman asked me to hold then I was transferred to someone from Portland, OR, which is where I live. This person was super nice walked me through the whole thing saying that it was coded wrong. Spent TWO hours on the phone (skipped dinner) trying to get my internet and TV back. I thought she took ownership of the whole problem and helped me. Maybe she can help my parents, who will move into the house I’m leaving, to set up internet for them. She then agreed to call back the next day at 7pm to do it. NOPE! She didn’t call back. (I did ask for her number but they don’t give out numbers). After waiting for half an hour I called in to start new service for them. AGAIN, I got someone from out of the country. He kept confusing my old service with the new service I was trying to start. He kept on going over the plan and I told him I need to explain to him what is going on. He then got frustrated and said I cannot help you. So then I hung up with him and called back. This next person was very helpful. He actually listened to what I’m saying instead of talking about me. He gotten all the way to sign contract, turning on the service, but internet didn’t work. He then transferred me to tech support. The lady was helpful for about a minute but she was in such a rush she just told me that she’ll send out service then hung up on me. Luckily, for some odd reason it worked.
OK. So, the day they went out to do new home set up for my new house was okay. I wasn’t home but my wife told me the guy was very throughout and nice. The work he did was great. However, when I get home I found out they didn’t configure Showtime (they promised 3 months free). At this point, I was so sick of it I told my wife to call in. She called in and they said she’s not on the account (she was on there at the last house). I THEN call them to put her on so she can deal with it. When I called in they confused my service with my dad’s (old house) service. I’m super frustrated because at the beginning I asked everyone that there are TWO DIFFERENT SERVICES with two different phone numbers. I think until this day when I call in with my personal cell phone, they still pull up the other account. I’m very exasperated and tired for dealing with them. I’m hoping and waiting for another fast internet provider to come into the area so I can switch and start fresh. I’m willing to break contract and pay fees so that I don’t have to deal with their “excellent customer service” anymore. This will not make a difference but at least I can get it out of my system…. until the next time I call them.
In conclusion, “easy to transfer services” equals about 10+ phone calls, 4+ transfers, forever frustrations, and whole lot of hours wasted on the phone. They won’t just let you talk to someone until you go through their queue. BUT there’s no queue for my situation.