My Comcast review (and subsequently this website) were a long time coming.
Obviously not in terms of design or content, but the manifestation.. I never planned to build this website – and generally, I’m not a vindictive person.
Even after purchasing the domain in a fit of rage immediately following a routine interaction with a terrible Comcast customer service rep… But after talking with people from all over the country… lots of people, it was clear it must be done.
My final day as a Comcast Customer
It started off like any other day as a Comcast customer; On Demand wasn’t working properly, the internet was piss-poor, and I was on hold, for a very long time. But something was a bit different… Not the frustration, mind you, that is standard operating procedure for Comcast, so no surprises there. The difference was after the 3rd or 4th ‘hard reset’ to my cable box and modem – nothing was now working.
Sorry Sir, we will have to send someone out. Our next available time a technician can make it out to you is next Thursday between 10 and 2.
It was a Tuesday evening, I really wanted to watch the most recent episode of Boardwalk Empire, and wasn’t keen on the idea of “sorry your shit’s broke, wait a week and we will inconvenience you further to fix it.” So I thanked the rep for her time, and said no that won’t work for me, I need to go now, thanks. And hung up.
Then I called back
Another 20 minutes or so punching through menu’s, entering in my customer number, talking to a rep, being put on hold, transferred, another rep, hold again, and finally – a technical service rep.
And back through the motions again:
Let’s try resetting your DVR box, the rep offered.
But I just did that… I’d rather not do it again, it didn’t work last time and the titles and guide still haven’t re-populated.
OK, let’s try a ‘hard reset.’
At this point I’m getting frustrated, but I concede – maybe, just maybe, this time it will work, and I’ll get to watch some gangster Steve Buscemi like I planned.
Another reset, no luck.
At this point it’s 9:20PM on Tuesday night, and I’m back on hold.
After roughly 20 minutes the another rep (whom I have been transferred to) picks up and starts the scheduling process for a tech to come out to investigate the problem.
I’m quick to stop her, saying that I have a day job and cannot come home for 4 hours in the middle of the day. She cops an attitude.
I keep my calm and ask for the next available weekend date or anytime later in the afternoon or evening.
Sorry Sir, there’s nothing available.
What do you mean there’s nothing? I ask, 2 weeks, a month from now, nothing?
She keeps at it; well, if you want to go that far out?
I don’t, I reply, but what option do I have?
Well I can get someone there sooner if you can accept a time during the day.
At this point I’m annoyed.
I’m sorry but I cannot justify taking off from work to fix my cable, and honestly for the nearly $200 per month you charge me… I’d think you would have more available technicians in my area.
She didn’t like that.
Please hold she squawks at me and the top 40 pop music resumes…
another 15 minutes later I hear this message:
Thank you for calling Comcast, home of Xfinity, our offices are now closed. Please call back between the hours of 9am and 10pm eastern to speak with a customer service representative, CLICK.
Are you fucking kidding me?
I’m pissed. Being in the internet world I quickly pull up GoDaddy and start running through a list of domains. You can figure out which one I ended up with.
But it gets better..
The following Tuesday I’m in a meeting at work just after lunch, it’s roughly quarter to 2 in the afternoon. My cell phone rings and I silence it so as not to be rude to the people in the meeting.
I chirps that I have a new voicemail, I think nothing of it, and will listen later.
The phone rings again. Then again.
I still don’t answer – I’m at work.
I get back into my office and listen to the voicemail, it’s a Comcast technician standing at my door. Calling me to let him in for my “scheduled” tech visit.
The customer service rep had scheduled the initial time she suggested, that I declined, and now I had a disgruntled technician standing out side of my house, no doubt ringing my doorbell and banging on my door.
So I call back
Yeah, hey this is Marty from Xfinity I’m here to take look at your DVR box.
Hey Marty, I’m sorry but I actually never scheduled this service call. There must have been a mistake.
Well since I was here on time and you are a no show there is going to be a fee on your next bill.
Absolutely not. That is unacceptable. I need to speak with your manager.
Well you’ll have to call the customer service line to do that.
Ok, what’s the number and who am I asking for?
I don’t have it on me right now, and I need to make it to my next appointment. Good luck, CLICK.
I call 1-800-COMCAST, but not to complain about the mix up, or the fact that I have not had working ON DEMAND services (that I pay a king’s ransom for each month) for nearly a month.
They apologize, and then immediately explain that there will be no credit given. The best they can do is not charge me for the tech visit snafu.
I canceled all services, I’m done with this shit fucking company and there shit service.
Fuck you Comcast!