And I thought it was bad when it was AT&T... :disgust:
I cancelled our cable at the end of May to save money, but after three weeks decided that we couldn't live without it. My girlfriend called Comcast to re-order.
After several minutes of arguing, she finally convinced the sales rep that she did not want digital cable, and got the rep to admit that, yes, Comcast does in fact offer a minimal $10/mo plan. She placed the order, and we waited for the installation.
I was home when Comcast showed up to install the cable. I should have noticed something was up when the Comcast rep brought a digital cable converter, but for some reason I didn't think of it. After he left, I turned it on and realized that they had set us up with all of the expanded basic and digital cable channels, in addition to the 20 basic channels we had ordered. My girlfriend called Comcast the next day to alert them to the "mistake".
After making sure the rep understood that we had only ordered the minimal package, she was told that Comcast was running a special where we would be charged only $11/mo for the package for three months (with free installation); after that the price would go up to $13/mo. She confirmed three times that we were receiving basic, expanded basic, and digital cable for $11/mo. The price seemed definitely too good to be true, but we weren't about to complain about the "deal" we were getting.
My girlfriend called a week later and spoke to a different customer service rep, who confirmed the $11/mo price for the package we were receiving. We still didn't quite believe it (my girlfriend unfortunately dealt with Comcast for both phone and cable when she lived in Reston, VA, so she's familiar with Comcast's customer "service") and so we were looking forward to receiving our first bill to see how much we were actually being charged.
The bill came on Monday, and was for $127 (first month + $30 installation fee). My girlfriend called Comcast yet again, and this time she was told that the price she was quoted was only for the digital portion of the cable package (why Comcast would only give the price for the digital portion when asked how much the bill would be is beyond me). The CSR didn't have an answer as to why we were charged an intallation fee. Fortunately, she had made sure to document everything including CSR names and extensions, so Comcast had no choice but to refund all but $11 for the first month, and agreed to fix the "mistake" (whether or not that actually happens remains to be seen).
Still livid about not receiving the service she had ordered and being lied to by two different customer service reps, my girlfriend spent an hour and a half tonight typing a complaint letter using the feedback form on Comcast's website. After clicking the 'submit' button, she received a message stating that web feedback is not available for our market (Pittsburgh). It's not that big of a deal by itself, but after the headaches she went through trying to order cable (and the fact that nowhere on Comcast's website does it state that the Pittsburgh market can not use the web form until after clicking submit) it just added to her frustration. She's going to attempt to contact someone higher up in the customer "service" department on Monday, and follow up with a letter to the complaint department. I'll update this thread when she does.
I'm interested in hearing others' experiences with dealing with Comcast. I've heard nothing but complaints from friends and neighbors since the switch; our experience does not seem to be atypical. Has anyone actually had a positive experience in dealing with this company?
I cancelled our cable at the end of May to save money, but after three weeks decided that we couldn't live without it. My girlfriend called Comcast to re-order.
After several minutes of arguing, she finally convinced the sales rep that she did not want digital cable, and got the rep to admit that, yes, Comcast does in fact offer a minimal $10/mo plan. She placed the order, and we waited for the installation.
I was home when Comcast showed up to install the cable. I should have noticed something was up when the Comcast rep brought a digital cable converter, but for some reason I didn't think of it. After he left, I turned it on and realized that they had set us up with all of the expanded basic and digital cable channels, in addition to the 20 basic channels we had ordered. My girlfriend called Comcast the next day to alert them to the "mistake".
After making sure the rep understood that we had only ordered the minimal package, she was told that Comcast was running a special where we would be charged only $11/mo for the package for three months (with free installation); after that the price would go up to $13/mo. She confirmed three times that we were receiving basic, expanded basic, and digital cable for $11/mo. The price seemed definitely too good to be true, but we weren't about to complain about the "deal" we were getting.
My girlfriend called a week later and spoke to a different customer service rep, who confirmed the $11/mo price for the package we were receiving. We still didn't quite believe it (my girlfriend unfortunately dealt with Comcast for both phone and cable when she lived in Reston, VA, so she's familiar with Comcast's customer "service") and so we were looking forward to receiving our first bill to see how much we were actually being charged.
The bill came on Monday, and was for $127 (first month + $30 installation fee). My girlfriend called Comcast yet again, and this time she was told that the price she was quoted was only for the digital portion of the cable package (why Comcast would only give the price for the digital portion when asked how much the bill would be is beyond me). The CSR didn't have an answer as to why we were charged an intallation fee. Fortunately, she had made sure to document everything including CSR names and extensions, so Comcast had no choice but to refund all but $11 for the first month, and agreed to fix the "mistake" (whether or not that actually happens remains to be seen).
Still livid about not receiving the service she had ordered and being lied to by two different customer service reps, my girlfriend spent an hour and a half tonight typing a complaint letter using the feedback form on Comcast's website. After clicking the 'submit' button, she received a message stating that web feedback is not available for our market (Pittsburgh). It's not that big of a deal by itself, but after the headaches she went through trying to order cable (and the fact that nowhere on Comcast's website does it state that the Pittsburgh market can not use the web form until after clicking submit) it just added to her frustration. She's going to attempt to contact someone higher up in the customer "service" department on Monday, and follow up with a letter to the complaint department. I'll update this thread when she does.
I'm interested in hearing others' experiences with dealing with Comcast. I've heard nothing but complaints from friends and neighbors since the switch; our experience does not seem to be atypical. Has anyone actually had a positive experience in dealing with this company?
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