My first post to the forum but I want to warn as many people as possible at the places I visit most frequently. Story is long but please read and be careful from now on.
Well I?ve had my fare share of problems with Comcast and Comcast support representatives but this one is by far the worst that I?ve ever had with any representative of any company.
So I?ve had a problem with my Comcast HD DVR box for a few months and have dreaded having to have a Comcast technician come out for quite some time. But I broke down and set up an appointment.
The appointment didn?t go very well. It started off at 10:45 A.M. on Nov 17th 2007 with no call prior to the visit. Three Comcast technicians arrive at my apartment door without me buzzing them in and without a call from dispatch for me to confirm the appointment. The three walk in and one gets to work on my box as I try to show them the symptoms. The symptoms of course don?t show up because they are there and I have to show them in other ways why it doesn?t look right. Even though I know the digital to analog components in the box have gone bad they won?t listen to me when I keep asking if it?s the box. They keep telling me it?s the signal (even though a tech came out before and tested my signal and told me it was fine). Well the one working is checking the connections and the box, the other guy is sitting right next to me, and the third is standing by off to the side not saying a word. This I thought was weird.
Well they leave to go down in the basement of my building around 11:00 A.M. to check the signal down there (which a previous technician had already gone and tested). While that is going on I finally get the automated call on my cell phone saying the technician would be out sometime between 11 and 12 o?clock, and that I will be notified by him prior to arrival. Well that was worthless because he was already here and he brought two people that were unneeded.
They come back up and all assume their previous positions. They change my cable splitter to a ?DC? splitter and that makes one of the stations work. So they leave and I?m guessing it?s fixed. The problems start again and I have to leave so I go to where the third tech was standing and all of my belongings are there except my wedding ring. It was there before they showed up, nobody else had entered my apartment, and nobody went near that area besides me when I hid the money I had out.
I immediately call Comcast customer support and speak with a rep who tells me they will escalate the ticket and get back to me in a few hours. I don?t get a call back. Two hours later I call back and the next tech gives me a ?wow.? I get put on the phone with the dispatch person and she completely ignores my speaking of ring going missing and wants to ?fix? my issue with my cable. I tell her that I don?t care about my cable I just want my ring back. She says ?I?ve never heard of anything like this happening, ever.? Well she puts me on hold and dispatches their supervisor to my apartment without even asking me. Problem is I?m not even home. So my mom and I have to cut our lunch short and meet him.
He arrives with two of the three guys in his truck and comes into my apartment. He looks at the TV and tells me that I have a signal problem again! I just let him go on about it. Then he starts letting me tell my side of the story about the missing ring. He follows me as I tell him in great detail about where everyone was standing and what they did and said. He takes pictures with his digital camera and shows me that the main tech didn?t check in with the proper times on when he was there. He arrived at 10:45 A.M. but didn?t clock in until 11:30 and ended the appointment at 11:33. That?s a 3 minute job. That?s not correct and he proceeds to tell me it?s not right. He tells me that he will be talking to the three and calling me back in a few hours.
Of course I receive no call and have to follow up with him. He tells me the first two have given their stories and they denied everything. The third was on a job and would come in later and after he gives his story I would receive a call. Well no call comes in and I call him back and tell him I need to call the police now and file a police report. He proceeds to give me the number to his supervisor.
I call the police and give my report.
That is where I am at currently with no response from Comcast, and the police having my report.
Well I?ve had my fare share of problems with Comcast and Comcast support representatives but this one is by far the worst that I?ve ever had with any representative of any company.
So I?ve had a problem with my Comcast HD DVR box for a few months and have dreaded having to have a Comcast technician come out for quite some time. But I broke down and set up an appointment.
The appointment didn?t go very well. It started off at 10:45 A.M. on Nov 17th 2007 with no call prior to the visit. Three Comcast technicians arrive at my apartment door without me buzzing them in and without a call from dispatch for me to confirm the appointment. The three walk in and one gets to work on my box as I try to show them the symptoms. The symptoms of course don?t show up because they are there and I have to show them in other ways why it doesn?t look right. Even though I know the digital to analog components in the box have gone bad they won?t listen to me when I keep asking if it?s the box. They keep telling me it?s the signal (even though a tech came out before and tested my signal and told me it was fine). Well the one working is checking the connections and the box, the other guy is sitting right next to me, and the third is standing by off to the side not saying a word. This I thought was weird.
Well they leave to go down in the basement of my building around 11:00 A.M. to check the signal down there (which a previous technician had already gone and tested). While that is going on I finally get the automated call on my cell phone saying the technician would be out sometime between 11 and 12 o?clock, and that I will be notified by him prior to arrival. Well that was worthless because he was already here and he brought two people that were unneeded.
They come back up and all assume their previous positions. They change my cable splitter to a ?DC? splitter and that makes one of the stations work. So they leave and I?m guessing it?s fixed. The problems start again and I have to leave so I go to where the third tech was standing and all of my belongings are there except my wedding ring. It was there before they showed up, nobody else had entered my apartment, and nobody went near that area besides me when I hid the money I had out.
I immediately call Comcast customer support and speak with a rep who tells me they will escalate the ticket and get back to me in a few hours. I don?t get a call back. Two hours later I call back and the next tech gives me a ?wow.? I get put on the phone with the dispatch person and she completely ignores my speaking of ring going missing and wants to ?fix? my issue with my cable. I tell her that I don?t care about my cable I just want my ring back. She says ?I?ve never heard of anything like this happening, ever.? Well she puts me on hold and dispatches their supervisor to my apartment without even asking me. Problem is I?m not even home. So my mom and I have to cut our lunch short and meet him.
He arrives with two of the three guys in his truck and comes into my apartment. He looks at the TV and tells me that I have a signal problem again! I just let him go on about it. Then he starts letting me tell my side of the story about the missing ring. He follows me as I tell him in great detail about where everyone was standing and what they did and said. He takes pictures with his digital camera and shows me that the main tech didn?t check in with the proper times on when he was there. He arrived at 10:45 A.M. but didn?t clock in until 11:30 and ended the appointment at 11:33. That?s a 3 minute job. That?s not correct and he proceeds to tell me it?s not right. He tells me that he will be talking to the three and calling me back in a few hours.
Of course I receive no call and have to follow up with him. He tells me the first two have given their stories and they denied everything. The third was on a job and would come in later and after he gives his story I would receive a call. Well no call comes in and I call him back and tell him I need to call the police now and file a police report. He proceeds to give me the number to his supervisor.
I call the police and give my report.
That is where I am at currently with no response from Comcast, and the police having my report.
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