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Comcast Must Die

Seeking Ideas for a Consumer Jihad

By Bob Garfield -- ADAge.com, 09/09/2007

  • Mid-August. Triple Play (TV, phone, broadband) service ordered. Phone ported from Verizon. 11-2 p.m. installation window set for Sunday, August 28th.
  • August 28. Installer does not show up at 11. Or 12. Or 1. Or 2. Or 3. Or 4. Or 5. After a call to customer service and 15 minutes on hold, Comcast promises to investigate and call back. Comcast does not call back. In second subsequent call, Comcast promises to call back to reschedule. Three calls in all. Total time on hold: 40 minutes. Nobody ever calls back. Total time waiting for installer: 6 1/2 hours. Sunday squandered.
  • August 29. On 4th call to customer service, Comcast reschedules installation for Sunday, September 9, between 8 and 11 a.m.
  • September 9. Installer shows up on time at 9 a.m. At 12:30, installer leaves to get a drill bit from a nearby service tech's truck. Five hours later, he is still missing. He has failed to connect one TV, and 2 of 4 phones do not operate. He has also cut off half of existing DirecTV service.
  • Comcast customer service asks for "a quick moment" to investigate. Fifteen minutes later, they return to ask for "one more moment." I am on hold for another 32 minutes. During that, I use another line to call customer service. I ask for a supervisor. I am not permitted to speak to one. I am told somebody will call me back. Nobody calls back. Customer service operator on first line takes me off hold in minute 50 to tell me a tech is on the way. I tell her I have been on hold for a total of 48 minutes. She says I haven't been. I ask for a supervisor. I am told I'm not permitted to speak to one. One will call me back. Nobody calls. I miss a 4:30 p.m. appointment. I have a dinner commitment at 6:30 p.m. At 5:40 the installer shows up. I am leaving the house in 34 minutes.

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