Todd Hollander Market Research

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…

This entry was posted on Friday, March 28th, 2008 at 2:08 pm and is filed under Customer Satisfaction. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.