My satisfaction with Comcast digital cable was extremely short-lived. After a maddening ordeal trying to order the service (see “Ordering from Comcast – Like a visit to the proctologist“), I was finally able to get the service installed (see “Comcast corrects problem“). Unfortunately, the cable box they installed stopped working the very next day.
So I called Comcast and scheduled a service call. When the repairman neither showed up nor called on the scheduled day, I called Comcast again. They told me someone at the company had canceled the service call without noting any reason or explanation. The Customer Service agent was very apologetic and took ownership of the problem. She even called me back the next morning to say that she had rescheduled the service call for Friday between 11:00 and 2:00 and that she would personally monitor the ticket to ensure that it was completed.
Well, it’s now after 2:00 on Friday and you can probably guess the rest of the story. Yup – no repairman; no phone call. So I called Comcast. Guess what they said? “Looks like someone at our company canceled the appointment, but they didn’t log a reason for the cancellation.” Second time in a week I’ve been stood up by Comcast. The Customer Service rep let me hold while he typed a letter to the dispatcher requesting an explanation for the cancellation. He said someone would call me this afternoon.
The saga continues…
Todd,
On behalf of Comcast I apologize for our poor handling. I have shared your feedback with the leadership staff in Atlanta. I also asked that they look into what occurred so we can avoid this in the future. I do know that they were able to have a box brought out to you last night>
If you need any further assistance, please don not hesitate to contact me>
Thank you for being a Comcast Customer!
Frank Eliason
Comcast Executive Offices