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(Dexter-Leader)   Comcast charges customers in an entire town a "vacation fee" for not responding to emails, letters, or phone calls. Difficulty: they didn't respond because their town was ravaged by a tornado   (heritage.com) divider line 102
    More: Fail, Comcast, structural engineers, phone calls, town, Comcast charges, vacation fee, customers  
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16065 clicks; posted to Main » on 29 Mar 2012 at 4:20 PM (2 years ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2012-03-29 05:49:38 PM
I'm failing to see what Comcast did wrong here.

They are acting just like every other big corporation would given the circumstances: "fark you, give us money."

I expect nothing less from them and, lo and behold, they have not let me down with their attitude.
 
2012-03-29 05:51:06 PM

IrishCanadian: Isn't this covered under their cable contracts as Force Majeure or Acts of God or something?


No, it's called the "Paulie from Goodfellas" clause.

Business bad? fark you, pay me. Oh, you had a fire? fark you, pay me. Place got hit by lightning a tornado, huh? fark you, pay me.
 
2012-03-29 05:53:10 PM
Comcast sucks balls.

/That is all
 
2012-03-29 06:01:43 PM
Some Texan IrishCanadian: Isn't this covered under their cable contracts as Force Majeure or Acts of God or something?

No. It's under the "Hell or High Water" clause which states they can and will charge you the early termination fee come Hell or high water.


I do believe that's still correct. Hooray! A chance to jump on the Comcast hatewagon-

Katrina yanked my Fla keys apt. roof off just prior to her destroying New Orleans. Though I had to move due to this uninhabitability (it's a word NOW) I still got reamed with a $200 early termination fee, per the charming Indian fella I spoke with regarding the matter. ATT, I was too upset & disoriented to fight it. I took this all as a sign from god to get the fark out.

/CSS
//Fark Comcast, Florida, farkstick Florida landlady
///Colorado FTW
//// Slashesses
 
2012-03-29 06:02:08 PM

tillerman35: That's what you get when you turn your CSRs into human automated voice response systems.


And the company is forced to do it by their own bad decision to hire semi-warm bodies. The problem really starts with a company that sells a service deciding that customer service is where they should cut every cost possible.

This is also a great example of why I laugh when I hear the term "job creator" because in my mind it's a synonym for retarded.
 
2012-03-29 06:12:50 PM
thinkprogress.org

Well actually that's their fault. People need to learn to take some personal responsibility for once in their lives.
 
2012-03-29 06:21:24 PM

bluecalks: i can't really blame comcast, but their PR dept could have handled this a little better. If I buy lease a car, and it gets destroyed along with my house somehow, I can't reasonably expect the manufacturer to say "Oh, that sucks for you, don't worry about it", nor can I fault them for still charging for services that aren't being used, as per the contract.

Now, if the cable lines got ripped up or something, and it isn't possible to get service if a house was still there, then that's a different story.


Are they infact providing services? I would guess the cable signal isn't making it to the house if the house isn't there.
 
2012-03-29 06:23:15 PM
Okay, maybe I didn't read all of the post before I responded.
 
2012-03-29 06:23:31 PM
I don't see anything wrong with this. Comcast can ask for the money, but the people have no need to pay it. If they don't pay, all Comcast can do is shake their fists and yell, "Yous guys better pay up!" There is no recourse.
 
2012-03-29 06:26:21 PM

roc6783: The Irresponsible Captain: The Free MarketTM will surely work this out. No need to get all angry and resort to Socialism® like regulating local monopolies.

Already covered:

ParaHandy: It's a free market, and the subscribers should have read the contract carefully or chosen a different cable provider. Personal responsibility FTW.

Because if you don't like the government sanctioned monopoly, you can just choose a different service. I regularly have electric companies bombarding me to switch providers.

//True story though, AT&T sends me a flyer to switch to U-verse every 6-8 weeks. It pisses me off because I am 6 blocks in any direction away from where the service reaches. I asked a technician if they were ever going to extend it so the 50 or so uncovered houses would have the option of signing up. He laughed at me.


Your sarcasm meter needs a re-calibration, or maybe mine does ;)

Here I have a choice of 3 wire-line providers (AT&T DSL, ATA&T UVerse, Time Warner) and a couple of wireless (Clear, etc.) however the only one that offers decent bandwidth[1] is Time Warner, and their DVR sucks.

There is no such thing as a "free market" for service that requires that kind of infrastructure. Looking at going with DirecTV for DVR (they let you add your own hard drive, gosh what a big favour) and staying with TWC RoadRunner for internet.

[1] by "decent" I mean "more than a fifth of the speed I could get in Europe / Japan / Korea for the same price" .... Texas PUC and lobbyists FTW
 
2012-03-29 06:27:10 PM
The only way you can deal with these dicks is to buy en masse. My employer - a large public university, offers a discount policy for all students, faculty and classified staff where you can get internet-only service from Time Warner Cable (which usually isn't available in our area). We take care of all the payments and processing and we get a cut rate. The activation fees are waived and there are no contracts. They can do this because we have 12,000+ customers.

I tell you if some cities and towns wised up they could negotiate with these companies on their resident's behalf, but I guess they're too stupid or they choose not to.
 
2012-03-29 06:28:43 PM

My obligations to Comcast is minimal at this point. Cancelled my cable for Roku. Have internet through them but I own the modem so no charges for that.


And although it probably says in those people's contracts they are responsible for the equipment, I bet a lot of people had their equipment for so many years that Comcast would not redeploy some of those boxes if it were returned (although maybe they would try). I had my cable box for about four years before I returned it. They charged me a rental rate for the box and the remote. I guarantee you no one was going to accept my scuzzy looking remote for use, and just by looks you could tell my cable box was a old by a couple of generations.

 
2012-03-29 06:30:13 PM

tillerman35: This is simply another manifestation of the "There's no button for that" problem. Employees are forced to use systems where their choices are limited to pre-defined actions with no leeway for discretion. Since there's no button on the CSR's screen for "subscriber's home destroyed by act of God," they simply choose the next best thing, which was apparently a "subscriber is going away on extended vacation" button.

Because they are constrained to the limited set AND their employment is dependent on getting the customer off the phone as soon as possible, the next-best-thing is what you're going to get every time. Even if it's absurd. The combination of "you'll get fired if your resolution rate and service times are not within parameters" and "there's no button for that" is probably responsible for most of the complaints about customer service these days.

That's what you get when you turn your CSRs into human automated voice response systems.


A winner, we have one.

Comcast is still to blame for this clusterfark of a response, but it's not because their customer service droids don't care. It's because their customer service droids will lose their jobs if they try to care.
 
2012-03-29 06:40:11 PM
Whatever it is, Comcast, this is why we hate you with an incandescent hate

DIAFMF
 
2012-03-29 06:41:25 PM

ParaHandy: It's a free market, and the subscribers should have read the contract carefully or chosen a different cable provider. Personal responsibility FTW.



If there even are other providers. The cable companies have monopolies in many places.

But yeah, charging for the lost equipment doesn't strike me as the shiatty part, as the insurance companies will probably take care of that anyway, and while it's not the homeowners' fault that the equipment was destroyed it's ALSO not Comcast's fault either - but Comcast still has the loss of those boxes. That said.... sometimes you just act like a human being and swallow the loss so that you don't get crucified by the press and public. But if they're a monopoly provider there, they they probably could give two shiats about what people think since they have no other choices anyway.

The shiatty part is not just allowing them to cancel the service right off without giving them a hard time. Comcast is run out of local offices, I've dealt with many of them and one of those offices is next door to my own office. Whoever made that shiatty decision certainly knew about the tornado and should have had enough common sense to treat those people better.
 
2012-03-29 06:48:23 PM

over_and_done: tillerman35: This is simply another manifestation of the "There's no button for that" problem. Employees are forced to use systems where their choices are limited to pre-defined actions with no leeway for discretion. Since there's no button on the CSR's screen for "subscriber's home destroyed by act of God," they simply choose the next best thing, which was apparently a "subscriber is going away on extended vacation" button.

Because they are constrained to the limited set AND their employment is dependent on getting the customer off the phone as soon as possible, the next-best-thing is what you're going to get every time. Even if it's absurd. The combination of "you'll get fired if your resolution rate and service times are not within parameters" and "there's no button for that" is probably responsible for most of the complaints about customer service these days.

That's what you get when you turn your CSRs into human automated voice response systems.

A winner, we have one.

Comcast is still to blame for this clusterfark of a response, but it's not because their customer service droids don't care. It's because their customer service droids will lose their jobs if they try to care.



Normally I'd agree with all of this... but I'm in temp housing and I've dealt with Comcast a LOT.... so I know the "there's no button for that" thing isn't true. I've talked them in to all sorts of shiat. Waiving fees, discounts, waiving equipment charges.... they can do anything they want to do. The trick is making them WANT to do it for you. Since I have like 500 residential accounts with them - and do have a choice of providers for most of those - it's a little easier for me. But it's certainly possible for them to have done the right thing here... they just aren't.

I'd say if anything it's more the usual human "but that's not what we USUALLY do, so I'm uncomfortable doing something else" thing. Most people (and especially the low ranking drones who know they are disposable to their company) have a natural reluctance to make out of the ordinary decisions.
 
2012-03-29 06:48:47 PM
Comcast kicked my dog
 
ZAZ [TotalFark]
2012-03-29 06:56:03 PM
Macular Degenerate: I tell you if some cities and towns wised up they could negotiate with these companies on their resident's behalf, but I guess they're too stupid or they choose not to.

Over the years I have seen several stories about cities in my area negotiating deals with the cable company. The city won't let the cable company do business unless prices, local benefits, or kickbacks are good. Part of the price of being a monopoly is paying off regulators.

I can now buy TV and internet from two companies, Verizon and Comcast, and the rules may be different where competition exists.
 
2012-03-29 06:58:36 PM

ZAZ: Macular Degenerate: I tell you if some cities and towns wised up they could negotiate with these companies on their resident's behalf, but I guess they're too stupid or they choose not to.

Over the years I have seen several stories about cities in my area negotiating deals with the cable company. The city won't let the cable company do business unless prices, local benefits, or kickbacks are good. Part of the price of being a monopoly is paying off regulators.

I can now buy TV and internet from two companies, Verizon and Comcast, and the rules may be different where competition exists.


That's one more choice than I have. Sadly, my one choice is not Verizon, or I'd actually be happy about that. I had FiOS in DC and it was great! Now, I can't even stream Netflix without the service crapping out multiple times after 5pm.
 
2012-03-29 07:02:11 PM
Atleast they show up close to the time they said they would. It is nice that customer service people at their headquarters no longer treat you like scum and charge you a fee for the privilege of seeing them in person. They still suck!
They really really suck! (Henry Winkler's water rant from Waterboy)
 
2012-03-29 07:07:13 PM

ZAZ: AmazinTim: didn't it also say that Comcast was charging the residents for the destroyed equipment?

Yeah, that too. Probably correct according to their contract. Comcast figures the homeowner's insurance will pay. Let's see how the court of public opinion rules on that claim.


Yeah, that's how it normally works. It's actually sensible--the loss is real, it's going to come from the insurance company, not the homeowner.
 
2012-03-29 07:16:40 PM

tillerman35: This is simply another manifestation of the "There's no button for that" problem. Employees are forced to use systems where their choices are limited to pre-defined actions with no leeway for discretion. Since there's no button on the CSR's screen for "subscriber's home destroyed by act of God," they simply choose the next best thing, which was apparently a "subscriber is going away on extended vacation" button.

Because they are constrained to the limited set AND their employment is dependent on getting the customer off the phone as soon as possible, the next-best-thing is what you're going to get every time. Even if it's absurd. The combination of "you'll get fired if your resolution rate and service times are not within parameters" and "there's no button for that" is probably responsible for most of the complaints about customer service these days.

That's what you get when you turn your CSRs into human automated voice response systems.


Truth. That, and they fired all the veteran employees and replaced them with semi-literate morons for about $3 less per hour. You get what you pay for, and that's what they paid for.

Ex-high speed support, and you're spot on about the software. There is no leeway, there is no option, and the supervisors are just as powerless.

I remember we had the VP of customer service in our building who was shuffled off to another assignment because he wasn't a big enough asshole for the Atlanta market. He actually gave a damn about the employees and made himself available to us. The guy who replaced him was an asshole, however, and the market suffered further losses because of it.

/dull story, bro
 
2012-03-29 07:18:52 PM

pxlboy: Ex-high speed support, and you're spot on about the software. There is no leeway, there is no option, and the supervisors are just as powerless.



Then different offices must have different software, because up here in DC we talk them in to waiving fees and equipment charges and doing all sorts of stuff to our many residential accounts all the time.
 
2012-03-29 07:24:05 PM

mongbiohazard: over_and_done: tillerman35: This is simply another manifestation of the "There's no button for that" problem. Employees are forced to use systems where their choices are limited to pre-defined actions with no leeway for discretion. Since there's no button on the CSR's screen for "subscriber's home destroyed by act of God," they simply choose the next best thing, which was apparently a "subscriber is going away on extended vacation" button.

Because they are constrained to the limited set AND their employment is dependent on getting the customer off the phone as soon as possible, the next-best-thing is what you're going to get every time. Even if it's absurd. The combination of "you'll get fired if your resolution rate and service times are not within parameters" and "there's no button for that" is probably responsible for most of the complaints about customer service these days.

That's what you get when you turn your CSRs into human automated voice response systems.

A winner, we have one.

Comcast is still to blame for this clusterfark of a response, but it's not because their customer service droids don't care. It's because their customer service droids will lose their jobs if they try to care.


Normally I'd agree with all of this... but I'm in temp housing and I've dealt with Comcast a LOT.... so I know the "there's no button for that" thing isn't true. I've talked them in to all sorts of shiat. Waiving fees, discounts, waiving equipment charges.... they can do anything they want to do. The trick is making them WANT to do it for you. Since I have like 500 residential accounts with them - and do have a choice of providers for most of those - it's a little easier for me. But it's certainly possible for them to have done the right thing here... they just aren't.

I'd say if anything it's more the usual human "but that's not what we USUALLY do, so I'm uncomfortable doing something else" thing. Most people (and especially the low ranking drones who know they ar ...


Actually, they *are* bound by the system for many functions. Some things just either are not possible within the confines of the software or the CAEs just do not have the level of access necessary.

Supervisors were often hard to find. Worse, if the one you find isn't your supervisor, good luck getting them to help you. The managers were worthless assholes who surrounded themselves with loyal cronies to ensure the continuation of the status quo.

When they began re-routing calls from the high speed department, they didn't tell us. We wondered why we were suddenly inundated with billing and sales calls. It wasn't until a few months later that they formally announced that the HSI calls were being handled in Mississippi and we were all relegated to billing monkeys.

Any credits over a certain (and very low) dollar amount have to be approved by a supervisor (again, if you can find one). The service reps are given very little latitude to make any real decisions. However, this might be a little different in retention or in commercial / business service, but the regular reps aren't empowered for jack sh*t. Any promotional prices aren't simply a matter of will, either. If a code has expired, it will no longer be available for use by anyone -- supervisor or CAE.

So yeah, you might get certain things because of the sheer volume of your account, but everyone else with residential service gets sh*t for support because the reps on the phone are hamstrung.
 
2012-03-29 07:24:15 PM
Small company: We better take care of our customers because they keep us in business!

Big corporation: Money! Money! Money! Money!
 
2012-03-29 07:30:49 PM
I don't really care what the article says. In any dispute between a cable company and a customer, I always assume the cable company is at fault, by several orders of magnitude more than the customer.

Have the same policy towards insurance companies, the phone company, the electric company and any bank.
 
2012-03-29 07:42:01 PM

NightOwl2255: Might want to read the contract first. No doubt it limits him to arbitration.


Typically even contracts which require arbitration allow small claims court claims to proceed.
 
2012-03-29 07:48:05 PM
And that includes Comcast's.
 
2012-03-29 07:49:18 PM

pxlboy: The service reps are given very little latitude to make any real decisions. However, this might be a little different in retention or in commercial / business service, but the regular reps aren't empowered for jack sh*t. Any promotional prices aren't simply a matter of will, either. If a code has expired, it will no longer be available for use by anyone -- supervisor or CAE.

So yeah, you might get certain things because of the sheer volume of your account, but everyone else with residential service gets sh*t for support because the reps on the phone are hamstrung.



That's the thing... we talk to the residential support staff. Since the type of business I do (corporate housing) is in regular residential apartments they won't LET us deal with the business department, and insist that we talk to the residential folks. The business class support people can't even access our accounts. For us it never seems to be a problem getting them to do anything we need. And if one rep gives us a hard time we just hang up, call back and usually have better luck with the next rep.

We get charges cancelled, accounts cut off retroactively, even equipment transferred from one account to another. We've done all of that this very week and we almost never need to talk to a supervisor. The ease of getting what we need done varies by office though... Montgomery County - moderate. Arlington/Alexandria - easy peasy lemon squeazy. Washington DC - yeah, good luck with that.

Also, I've talked Comcast before about my own personal account and gotten them to waive charges, cancel my account and etc., - though that was years ago. My buddy had to move out of town in a hurry (military thing) and he forgot to cancel the cable before he left so I could set it up in my name. So I let the 1st line rep know that he'd been sent overseas for military work and couldn't cancel it for me any time soon.... Boom. Instant account and charges cancelled. Then I set up a new account in my name. It took seconds and I didn't even need to talk to a supervisor.

It's all about how you talk to them. Be unfailingly nice and polite, but gently insistent and you're more likely to get what you want. Start being a dick or angry with the person who just happened to be the one who picked up the phone (remember they didn't PERSONALLY screw your shiat up) and you get nothing.
 
2012-03-29 07:57:29 PM
They knew that the tornado was scheduled between the hours of 12 to 5, so they had no excuse not respond.
 
2012-03-29 08:39:28 PM
This could happen to you
farm3.staticflickr.com
 
2012-03-29 08:49:50 PM

Mike Chewbacca: NightOwl2255: Mike Chewbacca: Take them to small claims court. It'll cost you like $15 to file the paperwork and when they don't show up, the judge will automatically rule in your favor. Seriously. And then if Comcast still doesn't pay, you can take them back to court and then the judge will add some punitive damages to your award.

Might want to read the contract first. No doubt it limits him to arbitration. There's an old saying that I just made up, "no one sues Comcast, there's no money in it".

Well, seeing as how they've owed him for 15 years, that might not be in his contract.

ScotterOtter: The statute of limitations begs to differ on your claim

There usually isn't a statute of limitations on money, just a statute of limitations on you submitting an invoice. So long as you communicated the debt to your debtor within the timeframe required by the contract, you're golden.


There is always a statue of limits on debt. They are here: http://www.creditinfocenter.com/rebuild/statuteLimitations.shtml
 
2012-03-29 09:55:10 PM

pxlboy: mongbiohazard: over_and_done: tillerman35: This is simply another manifestation of the "There's no button for that" problem. Employees are forced to use systems where their choices are limited to pre-defined actions with no leeway for discretion. Since there's no button on the CSR's screen for "subscriber's home destroyed by act of God," they simply choose the next best thing, which was apparently a "subscriber is going away on extended vacation" button.

Because they are constrained to the limited set AND their employment is dependent on getting the customer off the phone as soon as possible, the next-best-thing is what you're going to get every time. Even if it's absurd. The combination of "you'll get fired if your resolution rate and service times are not within parameters" and "there's no button for that" is probably responsible for most of the complaints about customer service these days.

That's what you get when you turn your CSRs into human automated voice response systems.

A winner, we have one.

Comcast is still to blame for this clusterfark of a response, but it's not because their customer service droids don't care. It's because their customer service droids will lose their jobs if they try to care.


Normally I'd agree with all of this... but I'm in temp housing and I've dealt with Comcast a LOT.... so I know the "there's no button for that" thing isn't true. I've talked them in to all sorts of shiat. Waiving fees, discounts, waiving equipment charges.... they can do anything they want to do. The trick is making them WANT to do it for you. Since I have like 500 residential accounts with them - and do have a choice of providers for most of those - it's a little easier for me. But it's certainly possible for them to have done the right thing here... they just aren't.

I'd say if anything it's more the usual human "but that's not what we USUALLY do, so I'm uncomfortable doing something else" thing. Most people (and especially the low ranking drones w ...



CSB

/I take Comcast calls also....oh the stories...
 
2012-03-29 10:15:09 PM
I wish Comcast was a person, so I could take a shiat in it's mouth.
 
2012-03-29 11:17:29 PM

runwiz: Verizon


Just today I canceled my Comcast service.

The problem is that I canceled my service, and then told the guy to transfer me to the billing department so that I could pay off my final balance. The guy informed me that to talk to a person in billing would cost me $6, and that he would send me back to the automated line. Once I got to the automated line it wouldn't let me access my account to pay the final balance because the account had been canceled.

I hit 0 several times and got someone in India. I probably spent 15 minutes on the phone with her, most of which I was on hold while she was talking to a supervisor and the final solution was, "You can go to a local Comcast office to pay the bill.

Not too long after that a guy from Verizon cold calls me to help me upgrade my services. He is very well spoken (as opposed to the normal mumbly call center idiots) and polite. I say that I am happy with my plan (expired contract with a 4 year old Razr), and he tells me to have a nice day and leaves it at that. I am quite happy with Verizon today.
 
2012-03-29 11:45:55 PM
Comcast(XFINITY)
No matter what you call it, it sucks.
 
2012-03-30 12:31:10 AM
What the fark?! All sorts of hidden shiat fees, so annoying! There should be a law that states no business is allowed to have hidden fees.
 
2012-03-30 07:20:34 AM

Albert: I used to be a Comcast customer and I hate them with the intensity of 1000 white hot suns. We switched to Verizon fios with the upgraded 30 MB speed and we've been happy campers ever since. The fios HD offers a far better picture quality as well, the better picture quality really surprised me.


Behold the beauty of an uncompressed HD feed. Since Verizon had the foresight to run fibery goodness right to the home, they can deliver true HD.

I live in AT&T-ville where they shortsightly ran fiber to the node and used copper to the house. They went cheap and it shows. HD channels are horrendously compressed and their internet speeds top out at 24MB.
 
2012-03-30 07:43:11 AM
Just wanted to stop in (late) to thank subby for linking to the single-page version of the article.
 
2012-03-30 07:47:10 AM

relaxitsjustme: There's a reason Comcast made it to the Sweet 16 ^ and could go all the way


It can't go all the way, newcomer EA unseated it. Totally wrecked my bracket too.
 
2012-03-30 08:28:31 AM

noit: I don't see anything wrong with this. Comcast can ask for the money, but the people have no need to pay it. If they don't pay, all Comcast can do is shake their fists and yell, "Yous guys better pay up!" There is no recourse.


*cough* collection agencies *hack*

/still remember when Primus sicced a CA on me for 80 cents
 
2012-03-30 09:38:57 AM

skinink: My obligations to Comcast is minimal at this point. Cancelled my cable for Roku. Have internet through them but I own the modem so no charges for that.


a bit off topic, but how do you like Roku? I was thinking about getting one. EIP if you want to take this where we won't annoy others
 
2012-03-30 09:52:46 AM

Sentient: There's a reason they're often referred to as "Comcastards"


Yep yep.

Now that the world is figuring this out, a name change is in order... to "Xfinity".

Some of their Xfinity trucks and commercials here in town do not mention the word Comcast anywhere.

/"differently abled"
//"people of color"
 
2012-03-30 10:25:34 AM
I hate Comcast more than anything!! That's why I switched to Xfinity, now I'm much happier. Suck it Comcast!! I'll give my money Xfinity thank you very much!!
 
2012-03-30 11:33:12 AM

over_and_done: tillerman35: This is simply another manifestation of the "There's no button for that" problem. Employees are forced to use systems where their choices are limited to pre-defined actions with no leeway for discretion. Since there's no button on the CSR's screen for "subscriber's home destroyed by act of God," they simply choose the next best thing, which was apparently a "subscriber is going away on extended vacation" button.

Because they are constrained to the limited set AND their employment is dependent on getting the customer off the phone as soon as possible, the next-best-thing is what you're going to get every time. Even if it's absurd. The combination of "you'll get fired if your resolution rate and service times are not within parameters" and "there's no button for that" is probably responsible for most of the complaints about customer service these days.

That's what you get when you turn your CSRs into human automated voice response systems.

A winner, we have one.

Comcast is still to blame for this clusterfark of a response, but it's not because their customer service droids don't care. It's because their customer service droids will lose their jobs if they try to care.


Ah, this explains why the adolescent whine creeps into their voice if I keep them on the line for more than 1 minute. Also explains those mystery "disconnects".

/got Ooma and a Roku box
//will buy my own modem when the budget loosens up
///yes Comcast is my only choice at the moment, thanks
 
2012-03-30 01:09:05 PM

btraz70: I hate Comcast more than anything!! That's why I switched to Xfinity, now I'm much happier. Suck it Comcast!! I'll give my money Xfinity thank you very much!!



I don't know about you, but I like the services MCI provides a lot more than what Worldcom offered.
 
2012-03-30 02:35:37 PM

ScotterOtter: jasmine2501: Comcast owes me money and they have owed me money for fifteen years and I will probably die with Comcast owing me money. If I owed them $2 they would have sued me by now, but they owe me $200, not counting interest and late fees.

The statute of limitations begs to differ on your claim


There is no statute of limitations on pissing me off. I will hate Comcast for eternity and there's nothing they can do about it. They charged me rent on a cable modem which I purchased and owned outright, and refused to refund the fees. And on top of that, they asked for it back - the cable modem that I owned. So, taking them to court would have been a waste of time, but I will take them to the court of public opinion any time anyone asks.
 
2012-03-30 03:19:02 PM
That sucks. I don't feel quite so stabby after learning that HBO Go on the Xbox isn't available to Comcast subscribers, because they instead want me to use the Xfinity app that just duplicates the same shiat they have On Demand via my HD-DVR box. Tards.
 
2012-03-30 03:21:13 PM

mongbiohazard: pxlboy: The service reps are given very little latitude to make any real decisions. However, this might be a little different in retention or in commercial / business service, but the regular reps aren't empowered for jack sh*t. Any promotional prices aren't simply a matter of will, either. If a code has expired, it will no longer be available for use by anyone -- supervisor or CAE.

So yeah, you might get certain things because of the sheer volume of your account, but everyone else with residential service gets sh*t for support because the reps on the phone are hamstrung.


That's the thing... we talk to the residential support staff. Since the type of business I do (corporate housing) is in regular residential apartments they won't LET us deal with the business department, and insist that we talk to the residential folks. The business class support people can't even access our accounts. For us it never seems to be a problem getting them to do anything we need. And if one rep gives us a hard time we just hang up, call back and usually have better luck with the next rep.

We get charges cancelled, accounts cut off retroactively, even equipment transferred from one account to another. We've done all of that this very week and we almost never need to talk to a supervisor. The ease of getting what we need done varies by office though... Montgomery County - moderate. Arlington/Alexandria - easy peasy lemon squeazy. Washington DC - yeah, good luck with that.

Also, I've talked Comcast before about my own personal account and gotten them to waive charges, cancel my account and etc., - though that was years ago. My buddy had to move out of town in a hurry (military thing) and he forgot to cancel the cable before he left so I could set it up in my name. So I let the 1st line rep know that he'd been sent overseas for military work and couldn't cancel it for me any time soon.... Boom. Instant account and charges cancelled. Then I set up a new account in my name. It took secon ...


This

I had an issue with Pella Windows. The repair guys ordered the right part but the warehouse sent them the wrong part 3 different times. I emailed a polite and brief note to Pella asking that the repair fee ($640) be waived and they did.

Having been a CSR for an airline many years ago taught me that screaming, yelling, cursing and threatening would not work so I don't.
 
2012-03-30 06:05:34 PM
Comcast takes a lot of flack but I've never had a problem with them in over 20 years of being a customer. Sure there are the occasional outages and you don't always get a customer service rep right away, but all in all, they've been great. My biggest problem was when they closed a bunch of their service centers a few years ago. Now I have to drive 30 minutes if I need a new remote.
 
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