Saturday, October 8, 2005

How Much Comcast Sucks

We just got off the phone with Comcast. Here's a summary of our experience with them today:
  • Channel 455 (Michigan game) blacked out. Tried to call local Comcast office. Got cut off 5 times.
  • On 6th try, it went to hold.
  • In the meantime, tried online live chat. Their responses stopped coming through, so session ended.
  • Read transcript and discovered they were responding and we weren't seeing it, so tried again.
  • Same thing happened. We were talking and then stopped getting responses. Still on hold.
  • Tried a 3rd time. Got a snotty "analyst" while still waiting on the phone for a "customer service executive" (the titles change every time we call, but the sh&*%ty service does not). Here's the transcript - notice how the responses have nothing to do with what we type. I'm "Mrs." because I have a problem with these turds calling me by my first name...
    chat id : 79a933a0-535c-4cae-924e-44feb7f86271 Problem : Billing/General Inquiry Terry.5151 > Thank you for choosing Comcast. My name is Terry. How may I help you today?
    Terry.5151 > Can you please acknowledge that you are still at your computer? If I do not receive a response from you, I may have to close this conversation to assist another customer.
    Mrs. > We are having trouble contacting any live person - we have a few issues - our gameplan channel 455 isn't working, and we have billing questions, as well. We were cut off on the phone 5 times and have been on hol{cut off, message too long}
    Mrs. > yes still here...
    Terry.5151 > You will have to contact us directly at 1-800-COMCAST for further information/trouble shooting regarding this issue. We are open 24 hours a day, 7 days a week.
    Mrs. > at in case your answers stop coming through?
    Terry.5151 > This number will get you someone live.
    Mrs. > Wait, hold on, I've been on hold for 2 hours though...
    Terry.5151 > Follow the prompts for cable tv as this is the internet technical site.
    Terry.5151 > I do not have cable tv access actually.
    Mrs. > I'm aware of that, but the last time I was transferred to someone. Also, the option I chose was billing.
    Mrs. > Certainly since there's a billing option (there was cable tv an hour ago but not now?!), you could at least help with that?
    Terry.5151 > One moment please.
    Terry.5151 > Please wait, while the problem is escalated to another analyst
  • Called the 1-800 number while waiting for the next analyst (escalated???) and was on hold for 10 minutes but got through
  • "Executive" not helpful at all except to say that the channel wasn't working and that we somehow have an additional month tacked on to our bill that we are somehow responsible for. In the meantime, went online to discover that our bill is not available online until next month, for some reason, and the executive didn't know why.
  • The "executive" ordered a paper bill, since we aren't receiving our statements, and has no idea when the channel will be available. She will make a note in our account so we can call back and go through this all again to fight for credit for the day of missed gameplan service. We're looking forward to that.
  • Tony calls, but since we have Comcast on both lines, we can't click over to him.
  • Hang up on first Comcast call after over 2 1/2 hours. Still on hold. Also still on hold for the next "analyst", who never showed up.

That is how much Comcast sucks.

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