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Six months after our cable was installed it still wasn't working properly. We'd had no less than 4 technicians out because our picture would get all pixelated and some channels stopped coming through at all. Every time the technician would come out, they would tell us that the router going from the alley to our building didn't have the capacity to support all the units in my building. They said that they moved our cable to the "first spot" but as soon as somebody else called about their cable, we'd be back to square one. They said that the box in the alley would need to be upgraded and that they would put in a work order to get that done.
Sure enough, the cable would work for about a month before it started getting pixelated again. By the time the third technician came out and told us the same story, I would ask "Is there anything I can do to expedite this upgrade? Is there someone I can call to make sure it gets done?" And the tech said "No, I have to put in the request, but I'll do it right away."
Two more times this happened and by then I was getting ticked. Whenever I would call Comcast, I'd have to start the whole story from the beginning about three times with three different customer service reps and supervisors. No one ever had any record of the techs explanation or subsequent request for an upgrade. And each time they would tell me that they couldn't authorize the upgrade without first coming to check the cable in my condo unit. In six months I wasted FIVE paid-time-off days (I get fifteen total per year) waiting for techs to come and tell me the same damn thing. I even got a vice president of Comcast involved in the proceedings, which didn't seem to help much.
The fifth tech was supposed to come out on a Friday between 11-3. At 3:45 I called and they offered no apology but said a tech would be at my house no later than 5:30. At 6:15 I called again and the customer service rep said "I'm sorry, they won't be out today but can come out Saturday between 8-11." At this point I was pretty steamed. I always remained polite but I explained to the woman that this was not acceptable. I told her the whole story from start to finish and said I had already waited the entire day. She transferred me to a supervisor to whom I had to tell the whole story *again* but this time the supervisor said "Okay, how about if we promise to have the tech at your house by 8:00 a.m. sharp." I said fine, but that I had an appointment and could not wait if he was late, and I would not be as nice when I called back. The supervisor assured me he would be there.
The next morning, at 8:45 I called because no tech had arrived. The rep told me that he was schedule to arrive at my house between 12-3. :mad: I was really trying not to go ballistic at this point and explained calmly what the supervisor (who's name I then provided) had promised me. The rep then proceeded to tell me that there was "no way a supervisor would make an appointment for a specific time" and anyway "the technicians don't even get their work orders from dispatch until 8:00 a.m. so there was no way he could be at my house then" (which begs the question 'Why do you regularly schedule appointments for between 8-11 then?'). So after months of runaround, I was now being called a liar or an idiot. I told her I did not appreciate the implication. I asked her to call the tech and tell him to come right away because I had to leave at 10:00. She replied that she had no way to contact the tech once he was out in the field. I'm supposed to believe that a communications company has no means of communicating with its techs? Who exactly is lying here?
My husband ended up canceling his plans and waiting for the tech, who arrived at 1:30. This tech said that he had no idea what any of the other techs were talking about. He changed something in our downstairs cable and said it would work fine from now on. As my husband was questioning him, he excused himself to TAKE A PHONE CALL FROM DISPATCH. :mad: :mad: :mad:
The tech was right, the cable was fine after that. But I cannot believe all the bullshit we had to endure just to get our cable working. I hate Comcast with a passion and wish there was some alternative.
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