Cable companies – ugh – am I right?
When we moved to Washington we started Internet and Cable service with Comcast. For over a year, we had no problems. Then we moved and, suddenly, I understood why Comcast has been given the esteemed title of ‘Worst Customer Service” time and time again.
First, everything seemed ok. Then the HD channels didn’t work. They sent us a new box and charged us extra for the new box, even though their box (or their technician) was the problem. AGAIN, the HD channels didn’t work. Called customer service – spent 45 mins on the phone for a reset, was assured that HD channels would be back up and running that day. Surprise – they weren’t! I called back and spoke to another rep who told me the previous rep didn’t do the right thing and then she actually fixed the problem. Only took several hours of phone calls and two different boxes and many charges and credits.
Life was good for a little while, then in September Shawn noticed a charge for “Digital Additional” on our bill. It was 9.99/mo, for an additional cable box. We don’t even have a 2nd television, much less a 2nd cable box. This charge went all the way back to February, and we’d been paying it without even realizing it – we should have caught it sooner but didn’t. However, an erroneous charge should be easy to fix, right? Again, I call customer service. First rep tells me he’ll remove the charges and give me a credit. GREAT! Wow, that’s so easy.
Nope. Not easy at all. He was able to give a $20 credit but the charge was still showing up and we hadn’t been credited for the additional months charged. Call again – and am told by the rep that “A supervisor has to release the charge, so you should get a phone call in 2-3 days letting you know it’s approved.”
HA HA HA HA.
Not surprisingly, no one called.
I called again and just asked to be transferred to a supervisor. That person finally gave us a credit but that was after being on the phone at least 30 minutes again, possibly longer (hold times feel like eternity with Comcast). I was happy BUT they were still charging us. SERIOUSLY.
Thankfully, around the same time, we arranged with another internet provider (Frontier) to come over and install their service to our home. I was able to call Comcast customer service and cancel. The young man I spoke with was very nice and, after hearing the recordings of other people trying to cancel with Comcast, I had steeled myself to get downright mean. But I didn’t have to – I explained the problems we’d had since February, as well as the fact that we only wanted Internet service, no cable. When I dropped all of Comcast’s property back at their store and walked away with my receipt – I felt like a weight had been lifted off my shoulders. It was similar to the free feeling I felt hiking the Grand Canyon – that’s how good I felt cancelling their service.
I wrote an angry letter explaining the situation and, not having a working printer, simply entered it into a ‘feedback form’ I found on the CEO of Customer Service at Comcast – it was feedback for his letter about how customer service is so important to Comcast. Yeah, I don’t think so. I was immediately contacted by Stephen at the Executive Customer Service office who called me daily and sent me emails. I didn’t respond because, well, I had cancelled my service and there was nothing that could be done.
Then we got our ‘final’ bill. We knew there would probably be some charges due to us cancelling mid-month but again, there were problems. They were still charging us the extra fee and never credited those amounts, so technically they owed us a refund. Thankfully, I still had Stephen’s email address, who I contacted immediately. He responded that he would research and follow up with me by 11/8.
Guess what? I’m still waiting.