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I think it has to do with the fact that they: + are a huge monopoly + want to filter and tier the internet and have done so in the past + move into marke

I think it has to do with the fact that they: + are a huge monopoly + want to filter and tier the internet and have done so in the past + move into markets with low prices, then inflate them once they take over + don't want to be seen as a utility, even though they are + have horrible customer service if anything goes wrong + scare the crap out of people with the whole NBC merger thing

Retric 17y ago
Just to give people an idea what "have horrible customer service" means, I called comcast saying my remote was broken and they said they only way to pick another one up was in person. That's right they where unable to mail me a new remote even if I was willing to pay for the shipping.
- MrFoof 17y ago
  I can top this. I'll try to keep it down to a summary. I was moving from one unit in my building to another. I had confirmation on the phone that service would remain on in both units for a month. Tech shows up, no work order, doesn't identify himself, disconnects the old unit, doesn't connect the new one, leaves. I call and complain. Next day they go out and connect the new unit. They say they will not reconnect the old unit, but they will gladly bill me for the month anyways. The day after that, they disco it again. This is confirmed because I have no signal at my patch panel. I call. They say it's obviously my modem. They claimed they tried to send it a new bootfile, and it failed. I asked them what my serial number was because I had no signal to my apartment. For if they could connect through the power of magic, they can tell me my serial number. Awkward silence. I ask to escalate to her super. I get her super. He tells me to buy a new modem. I entertain the idea and do so. I call back. Liar rep gets me, recognizes its me. Hangs up. At this point I start bitching on Twitter. Within 2 minutes I get a response, and a number to call. I call back. Get a VP of customer service. He apologizes for everything, and authorizes a truck roll for the next day. He can't explain why I was lied to by a technician and two customer service reps, nor why it took me bemoaning my situation to the internet to get a shred of service. I still got billed for both units. And I took 3 days off from work. However, I have no other serious alternative in Boston until mayor Menino and Verizon kiss and make up.
- matwood 17y ago
  I have one even better. Comcast is actually a big group of companies split up by state. I was told multiple times that each state does not share data, accounting etc... I got to this point because when I moved from one state to another I had to close out my account in one state and open in another state. During the move I happened to accidentally double pay my final bill. Now, any reasonable company would just credit me my overpayment on my new service (in the same company right?). Nope, everyone kept telling me it was impossible. I'd either talk to someone from my old state or my new state, but neither could see any data from the other. After 3 months of this they mailed me a check. Just so happens my mailman is horrible (completely different story, but this happens all time) and somehow managed to tear the numbers on the bottom of the check so I couldn't deposit it ugh. Once again on the phone with comcast telling me I'd have to wait for them to cancel the check before mailing me a new one and still telling me it's impossible to credit the account. After 10 days I called back and the CSR acted like I had never called. So they started the process over again. This went on for over a month. Finally last month (nearly 7 months after the original overpayment) they CREDITED my new account! Something I was told over and over was completely impossible across states. EDIT I wanted to add that actual internet and cable service from comcast has been fine, and the people on the phone were generally nice.

Retric 17y ago

Just to give people an idea what "have horrible customer service" means, I called comcast saying my remote was broken and they said they only way to pick another one up was in person. That's right they where unable to mail me a new remote even if I was willing to pay for the shipping.

MrFoof 17y ago
I can top this. I'll try to keep it down to a summary. I was moving from one unit in my building to another. I had confirmation on the phone that service would remain on in both units for a month. Tech shows up, no work order, doesn't identify himself, disconnects the old unit, doesn't connect the new one, leaves. I call and complain. Next day they go out and connect the new unit. They say they will not reconnect the old unit, but they will gladly bill me for the month anyways. The day after that, they disco it again. This is confirmed because I have no signal at my patch panel. I call. They say it's obviously my modem. They claimed they tried to send it a new bootfile, and it failed. I asked them what my serial number was because I had no signal to my apartment. For if they could connect through the power of magic, they can tell me my serial number. Awkward silence. I ask to escalate to her super. I get her super. He tells me to buy a new modem. I entertain the idea and do so. I call back. Liar rep gets me, recognizes its me. Hangs up. At this point I start bitching on Twitter. Within 2 minutes I get a response, and a number to call. I call back. Get a VP of customer service. He apologizes for everything, and authorizes a truck roll for the next day. He can't explain why I was lied to by a technician and two customer service reps, nor why it took me bemoaning my situation to the internet to get a shred of service. I still got billed for both units. And I took 3 days off from work. However, I have no other serious alternative in Boston until mayor Menino and Verizon kiss and make up.
matwood 17y ago
I have one even better. Comcast is actually a big group of companies split up by state. I was told multiple times that each state does not share data, accounting etc... I got to this point because when I moved from one state to another I had to close out my account in one state and open in another state. During the move I happened to accidentally double pay my final bill. Now, any reasonable company would just credit me my overpayment on my new service (in the same company right?). Nope, everyone kept telling me it was impossible. I'd either talk to someone from my old state or my new state, but neither could see any data from the other. After 3 months of this they mailed me a check. Just so happens my mailman is horrible (completely different story, but this happens all time) and somehow managed to tear the numbers on the bottom of the check so I couldn't deposit it ugh. Once again on the phone with comcast telling me I'd have to wait for them to cancel the check before mailing me a new one and still telling me it's impossible to credit the account. After 10 days I called back and the CSR acted like I had never called. So they started the process over again. This went on for over a month. Finally last month (nearly 7 months after the original overpayment) they CREDITED my new account! Something I was told over and over was completely impossible across states. EDIT I wanted to add that actual internet and cable service from comcast has been fine, and the people on the phone were generally nice.