WWYD?... a Comcast thing

[Papa Deuce]

I oredered a Comcast Premier package about 12 days ago... basically that is an upgrade in channels and phone sevice through them. I was VERY SPECIFIC that I wanted it installed this Thursday. They said that was not a problem. I called back yesterday to confirm. Still good to go, they said.

My wife gets home today and there is a message on the answering machine that they need to reschedule. WTH?

Would you just cancel the order? I made special arrangements to be there; it wasn't like I would have been at home otherwise while they did the upgrade.

 

[diznygirl]

I'd get DirecTV.

 

[monkeyboy]

cancel it and spend you money on other expensive things

 

[Papa Deuce]

cancel it and spend you money on other expensive things

Will do. I work 3 jobs so I can do just that.

 

[FSUGrad97]

Why don't you post a poll about it?

 

[disdanny]

The famous Comcast service pledge:
We will absolutely, positively be there to install your service during the appointed time window unless we can't make it then.

 

[phorsenuf]

I oredered a Comcast Premier package about 12 days ago... basically that is an upgrade in channels and phone sevice through them. I was VERY SPECIFIC that I wanted it installed this Thursday. They said that was not a problem. I called back yesterday to confirm. Still good to go, they said.

My wife gets home today and there is a message on the answering machine that they need to reschedule. WTH?

Would you just cancel the order? I made special arrangements to be there; it wasn't like I would have been at home otherwise while they did the upgrade.

Most of the time Comcast uses independant contractors for the installs. Maybe your guy got sick or had an emergancy. It happens. If it bothers you so much that you think they blew you off then don't stay with them. I've always had very good experiences with them and I certainly wouldn't cancel just because of one issue. Things happen in life sometimes.

 

[*JoGo*]

Thank your lucky stars you dodged THAT one!
I despise Comcast.
In the almost 5yrs we've lived here, I'd need to use my fingers AND toes to tell you how many times they've been to my house. Once, I had three trucks and half a dozen guys here on a Friday night. Unfortunately, they are the only cable provider in our area. I've been trying for 3 yrs to get a new remote, our remote is 7yrs old, all the numbers/words are worn off & it's taped together, from when they were first AT&T, we brought it & our cable box w/ us when we moved from our villa. But they don't bring remotes... I have to drive to the nearest Comcast office to get one, it's 1.5hrs away... or pay $13 to have it shipped. I tried having one shipped twice and it's never shown up.

If you really want their services, call them up and complain. Get a free cable upgrade. Atleast HBO/ShowTime/etc free for 6mos.

We recently switched our phone service from them. Our bill was $39, with AT&T it's $17... and that's BASIC phone, no long distance, caller id, etc.

 

[bicker]

I'd stick with Comcast, especially where you live. Here on the East Coast, Comcast has the best service of any of the subscription television services. They don't compress HD, like DirecTV and Dish Network do, and they don't use SDV (yet) like Time Warner does. They don't outsource customer service to India, like some of the others do. (If FIOS is an option, you can look into that. They're roughly comparable.)

Figure this: All the service providers are roughly the same in terms of customer service. If you keep changing providers whenever you have a service problem like this, then all you'll end up doing is continually changing service providers, but nothing will ever get better because you'll just be jumping from "same" to "same" and never learning the ropes of getting the most out of the one service provider you stick with. At this point, you can ask for a bit more consideration in terms of timing (maybe a Saturday appointment; maybe insist on a Comcast installer instead of a contractor, or insist on a supervisor) because they promised and then failed to appear. If you switch to some other (perhaps lesser) service provider you're basically starting from scratch.

 

[Sherri]

Maybe you can ask to speak with a manager to see what happend. It could be that they did some rescheduling and didn't note that you had specifically asked for that time. They may be able to get to you after all if you explain your situation.
I always give people a chance to make things right before I decide if I will deal with them again or not.

 

[kdibattista]

If I wanted it I wouldn't cancel the order. Life happens...don't sweat the small stuff

ETA: When Comcast missed an appointment with me they credited my account (I think $25) without me asking.

 

[Mr. Malaprop]

Do you really need some strangers to advise you on what to do? Obviously, if you want the service, you'll reschedule the appointment. If you don't want the service, just cancel.

 

[Frantasmic]

BECOME IRATE!!!

I'd say about 3 months free super-service irate when you are on the phone with them.

 

[ford family]

We had the Verizon fibre-optic tv service installed last December. We had a Monday installation set up but they phoned a few days before and asked if they could install on the Sunday instead.
No problem for us, we're only on vacation, we said, expecting nothing further.
They thanked us for our flexibility by giving us a $50 credit.
Most impressive.

ford family

 

[cybrkitn]

Been there, done that. We had that problem and worse with Optimum (the local cable company). They have THE WORST customer service. We have Dish Network (had it for well over 5 years), but at the time we had both satelite (for DH and I), and basic cable for my FIL as well as internet through Optimum.

No problem while we had it. That was until FIL decided that he didn't want the basic cable anymore. We talked to FIL about it since he wasn't watching cable anymore and asked him what he wanted to do. We called for Optimum to discontinue the basic cable but keep the internet (DH needs it for work and the state reimburses him for it). He took a day off of work and they never showed. Typical. I did give the cable company the benefit of the doubt though b/c that week we were hit with severe winds that knocked trees down and a lot of people were without power or cable. I call again a few days after the storm and was told a tech would be there on a certain day. DH takes off another day. Again a no show from the tech. By this time we were very angry since DH had to take off 2 days from work.

Now it's getting interesting. He calls Optimum and complains about the two no shows from the tech and is told that they can turn off the basic cable from there since we do not have a cable box or other equipment that needs to be returned (What???!!!) . Turns out that if we had the equipment, then someone needed to be home so the "tech" could pick it up after turning off the basic cable . So Optimum goes ahead and turns it off (so we thought). Meanwhile, we are still getting billed for basic cable that should have been turned off on the date the cable company gave us. FIL isn't watching cable at all during this time so we ignore it for a bit. After awhile, I make several calls to them telling them that we are not paying for service that was to be disconnected on such and such day. We keep paying just for the internet. It finally comes the point where I am tired of getting the run-around from the cable company and finally ask to speak to a supervisor. The person in accounting that I was talking to seemed to have a problem putting me through and is trying to help me out. I'm thinking "Here we go again!" Finally get the supervisor and by this point in the conversation I'm that I gave the phone to DH to talk to the supervisor since he was A LOT calmer than I was. After researching it she finds out that the cable was in fact turned off, but was "accidently" turned back on by someone in the office. She gave us credit for the entire amount that we were getting billed for the cable portion.

I was so furious! There seemed to be no communication between the office and the techs. The left hand didn't even know what the right hand was doing. Unfortunately, we still have our internet through them b/c there aren't any other companies offering high speed internet that isn't dial-up. Verizon does offer DSL and FIOS, but it hasn't come into our area yet and we are just outside the area that does get it.

So, Papa Duece, I can understand your pain and frustration . Hope you get everything straightened out with them and not go through what we had.

 

[DAISY DUCK FAN!]

Perhaps this question is irrelevant but here goes ~~~ do you have to be there at all for them to do the upgrade??

When we reduced our cable, we just told Comcast what we wanted and they did so from the outside. They never had to come it at all.

The change was simply reflected on our next bill.

So, perhaps you do need to be present. But I would atleast inquire.

 

[bicker]

Generally, these days, when cable companies do a truck roll, it is to ensure that your internal wiring is appropriate for the new service, and/or to deliver new equipment (typically a new converter box or DVR).

 

[pfishgirl]

Comcast gave Us a credit when our Internet was out for a week and our TV was on and off or fuzzy for 2 days.. There were over 25 houses affected..