Another chat in the epic battle of Common Sense and Decency vs Comcast Customer Service. Heres my feedback form submission to Tom Karinshak, Senior Vice President of Customer Experience, for today. Its long, but I was on hold...well, long enough to write it. Dear Tom K, This is my second time providing feedback through this mechanism. A representative whose miserable job it is to contact irate customers pissed enough to fill out this form called me the first time and apologized for Comcasts service, and credited me $20. He seemed nice, but it would have probably been better if someone just checked my account and made sure the myriad additional chats werent necessary. I am the type of customer who knows that cable is out during a power outage and is smart enough to recycle the modem when the internet becomes unavailable without warning. My understanding is you have many morons who call in with stupid complaints. While I have no way to prove my relative intelligence to you, I can promise I can turn things off and back on without assistance, and try to resolve issues without crapping up your chat or call lines. Tom, just so youre up to date, heres a blow-by-blow of my experience so far, minus an additional infuriating call involving 3 separate members of customer service when my cable modem went out last week. Rudy was very nice, btw, but knowledgable. Im telling you this because I assume youll want to fire him as soon as possible, in order to keep your spotless record of complete customer service ineptitude. Other than that blip, heres how my experience has been so far! 1) Power supply went on my old cable box - was shaky from delivery, so Im guessing it was a retread. Lived with it because I didnt want to deal with your customer service. FInally bit the dust, leaving me no choice. Chatted with someone who sent a new box and (allegedly) a return kit. 2) New box came. Smaller than the first, I just assumed (wrongly) that Comcast had improved their box size. Hooked it up and waded through the much touted self-installation. Didnt work. Tried again several times. Didnt work. Connected to Chat, they turned on the box / channels and told me to wait 45 minutes for everything to come up. 3) Waited patiently for 45 minutes, then some more minutes. No pay channels. Chatted with someone who turned on the pay channels. Tried to record something AND change the channel, discovered I had a VCR, something I thought had gone extinct in the early 90s. 4) Chatted with someone. Was now quite annoyed. Was assured a new box was coming. And two return kits, since the first one still hadnt shown up. Left to go on vacation, came home to a new box and 1 return kit. 5) Hooked up new box. Tried self installation. Kind of worked. Web site gave me a cryptic message about needing to plug in the box, which I was watching. Tried to watch Law and Order. Failed because I wasnt authorized for that channel. Or any other pay channel. Also, no DVR, so I couldnt watch Extant. Now quite irritated, but not all that shocked, to be honest. Connected to chat. Was informed my outlet lacked power or something. Agent Vangeline turned on pay channels and DVR. 6) Received an email telling me the changes on my account were confirmed. Now have 2 additional outlets charged to my account for $30 more a month. Said WTF, I didnt authorize changes? (slight paraphrase and at a volume that cant entirely be translated in an email) and connected to chat. Was told by Sagar that the charges would be removed but I had to return the two cable boxes, one of which is still in my car waiting to go to UPS because I spend all my time online chatting with Comcast. Was asked if I could go to a Comcast center. Clearly advised Sagar of my thoughts on that idea and asked for a return box. Was transferred to another rep, Faith, who had to research all the same things from the previous chat, plus then put me on hold to apparently harvest bark to make the shipping container herself. Was asked by Faith if she could do anything else. Informed Faith Id like her to confirm a working HD DVR box with all my channels, no additional charges, and a return container. Was transferred to Karen in billing. Literally copied and pasted what I wanted for Karen (Can you confirm a working HD DVR box with all my channels, no additional charges, and a return container without transferring me or words to that effect). Was asked to confirm I had a billing question. To be fair, Faith did transfer me to Billing and sandbagged Karen. At this point I gave up. I havent eaten and just dont have the energy. You win this round, Tom K, you win this round. The chat sequence took long enough for me to write this entire email. Now Im a fast writer, but still, with editing and stuff...quite awhile, Tom. All said, with the other calls...hours of my life Im never getting back. Heres what I want. 1) A working HD DVR cable box with all the channels I started with. 2) A shipping container or label suitable for returning a defective cable box. 3) The same bill I was getting before this epic saga began. Thats really it. Sincerely, your customer, Jennifer Ruddock PS, Im quite proud of this email. I think Im going to go share it on social media.
Posted on: Tue, 29 Jul 2014 23:21:44 +0000
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