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Comcast is the internet and cable service my parents have always used, so when it was time to purchase those services for my own home I went with Comcast.
The Horror Story Begins:
I had a terrible time getting started with Comcast.
Maria and I get a house and setup an appointment to have a tech come out. He misses the appointment. We never were called... we just waited (for the entire 2-4 hour window mind you) and he never came. We called Comcast and we were told the appointment was canceled. Odd. Nobody told us!
So we have to wait another couple days for someone else to come out.
Ok great. He comes, a great guy, sets everything up for the TV. Finally we're up and going!
I wait a day or two to setup the internet. And... great, the internet doesn't work. Mind you, I'm a computer geek... I tried everything. Turns out they needed to reflash the modem. Thankfully they could do that via the phone. Everything finally setup.
Overall I was on the phone 5-6 times, demanded to talk to a supervisor, nothing was done. No compensation, nothing. Grr.
Now the current... Our DVR Box is not functioning properly. It glitches every day gets stuck on the guide and scrolls through all the channels.
So... I twittered about it Comcast.
@comcastcares Might Cancel... So far comcast has been a nightmare. We've had issues since day 1. (tech didnt show, dvr box not working, net)
I get an @ message shortly after with an email address that I can email my full complaint to.
I send the lady a message and the next day I get a call. She sets up an appointment for a tech to come out to our house and replace the HD DVR box. Nice!
The tech comes and recognizes we have a bad DVR Box. He didn't have the right model so he drove down to another tech who was in the area and picked up the box for me. Came back and set it all up.
That is really impressive to me... Social media done right.
I feel you. Had the same crap experience with comcast before.
When I moved to my first apartment I had comcast and they didn’t show up on my day off. No call no cancel. They treated it like my order didn’t exist.
I call for a reschedule and had them do the install for free. The box came back defective it always glitches.
Third visit the tech came and got it all straigtened out. Didn’t have to pay any install fees but what a waste if my time due to all the schedule conflicts.
Ouch!
I really hate it when companies know they can do it right the first time, but chooses not to! I currently have a satellite that has been malfunctioning for nearly a whole day and desipte the call, the tech still hasn’t shown up…
That’s sure waste of time.
It’s even more annoying that some companies think that they can get away with it by just giving freebies or discounts.
I’m impressed. They must have a pretty awesome social networking person or group.
I didn’t know Comcast (or any company) would actually have a Twitter rep.
That’s pretty impressive in my opinion and definitely shows some true customer care. Also, the speed of the reply is pretty interesting as I think I’m on Twitter quite a bit, but it takes me time to reply too.
I had similar problem had a tech guy come with out the correct boxes no modem. funny but great post on how social media was used to correct your problem with comcast.
Ya i pretty much hate comcast we are always having problems with our DVR’s i just had to replace one 2 days ago actually.
unfortunately where i live they are the best option available. sucks
The social media is right, but the service should be right in the first place.
When there is nothing to complain about in the first place, there wouldn’t be a complaint about comcast from you on twitter at all.
However it seems they care about their online reputation more then about their offline reputation…
Luckily that’s all it took for you. It took me 3 months and finally a letter to the contracts board of my county to get everything fixed. Something most people don’t know about the cable company is that they have a contract with the county they are in to respond to all customer complaints within a certain amount of time. They don’t do this and their contract gets terminated…. so if you are having problems with the cable company, contact the county you live in and let them know… my problems were fixed within 2 days and I haven’t had a problem since (over 3 years later).
I have issues with comcast about every month, be prepared for alot of hidden fees as well, I originally started out with the triple play package ($100/mth) (Cable+INet+Phone) of course needed DVR boxes and more channels. total bill = roughly $179/month not really that bad considering the addons we have. 2 years later some how they are justifying the bill increase to over $369/mth Wow! wtf where did all these extra charges. numerous calls to customer service and speaking to supervisor’s without any luck reducing the bill.
I ran into a AT&T tech at walmart the other night while I was out christmas shopping. I chatted with him for about 30mins standing there, apparently AT&T has a UVerse system out that starts off at 12Mbits/sec down and 1.5Mbit/up and on top of that is a hybrid setup FIOS + the last 5000ft to your house is Normal Copper connection, this hybrid allows you better picture quality on your Cable TV (More channels), and faster internet. It’s worth the phone call to see if it’s available in your area. I have a tech scheduled to come out next week to see if it’s setup in this area. (Do not rely on the sales person to know, you actually need a tech to come out and check to be positive)
To be honest, I still do not think that they did it right. The social media person told you to email another person to formally complain. Then they waited a day to email you back. They still didn’t get it right when the tech came out.
That would be like if you had ordered no ketchup on your big mac and received ketchup and then McD’s making you drive across town to a second location to officially complain then calling you back to go a pick up your big mac the next day.
How would you have felt if they did this to your internet?
It does look like social media is doing well in the market and seems from this post.
I’ve had a few (too many if you ask me) issues with Comcast and their twitter reps have always jumped right in to help – big props to @comcastdete and @comcastbonnie for the help.
There are a few companies out there that really seem to be doing a decent job with social media. Along with Comcast, I’ve had good experiences with Harley Davidson, Dell, DirecTV and Head Blade.
I had a lot of issues with Comcast as well. Comcast bought out our local cable provider and the quality of the service quickly degraded after they took over our account. I ended up switching to ATT Uverse and have been happy ever since.
Good story – thanks for sharing – i use RCN and have never had any major problems with them