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(Daily Mail)   Comcast: Of course we won't charge you for the repairs caused by our screw-up. *Comcast sends bill*. Comcast: Of course we overcharge for this stuff....oh wait you have a recording of us...um, Ok, it's free, just joking, ha ha   (dailymail.co.uk) divider line 42
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2808 clicks; posted to Business » on 13 Aug 2014 at 2:34 PM (50 weeks ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2014-08-13 12:06:13 PM  
A couple more months until Century Link fiber is available in my area then I can't wait to upload my recording trying to cancel service with Comcast
 
2014-08-13 12:46:04 PM  
I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?
 
2014-08-13 01:12:37 PM  

b2theory: I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?


Back in the day, Congress represented their constituents instead of their donors.
 
2014-08-13 01:58:29 PM  
I wish I thought to do this during the three months that I fought with Sprint. I was finally able to get my issue resolved by attacking their facebook page, but a recording would have been more fun.
 
2014-08-13 02:33:03 PM  
This is a long process that started with the Reagan administration, they simply stopped enforcing antitrust laws and then convinced congress to codify it.

Previous to that change, mergers that resulted in more than 20% control were rejected. The Reagan doctrine, and the general consensus of the 80's was that 'greed is good' and we are still living under those decisions. They thought that massive corporations would leads to be more optimal results. Previous to this change, it was though that competition lead to more optimal results.

Now, proceed to use your ideology as the basis of which side to argue for because now we're in the era of 'fark logic and reasoning' now.

Source from two months ago.
Source from 30 years ago.

/Reagan, hallowed be your name, your kingdom come, your will be done. Amen.
 
2014-08-13 02:40:45 PM  
booked for wire tapping charges in 3...2...1...

/not sure of the law in his area
 
GBB
2014-08-13 02:45:49 PM  

jaggspb: booked for wire tapping charges in 3...2...1...

/not sure of the law in his area


If they have a recording that says all their calls are recorded for training or whatnot, then not so much.
 
2014-08-13 02:49:24 PM  

jaggspb: booked for wire tapping charges in 3...2...1...
/not sure of the law in his area


Most states are single party consent.
Twelve are not, in varous ways.
California
Connecticut
Florida
Hawaii
Illinois
Maryland
Massachusetts (soniamdissapoint.png)
Montana
Nevada
New Hampshire
Pennsylvania
Washington
 
2014-08-13 02:51:52 PM  
I worked or Comcast as a CSR for 6 months while I was in college so I'm getting a kick.

b2theory: I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?


No modern day conservatives.
 
2014-08-13 03:00:51 PM  

Gig103: b2theory: I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?

Back in the day, Congress represented their constituents instead of their donors.


You also had a President willing to beat the shiat out of the heads of those monopolies.TR was not someone you wanted to fark with.
 
2014-08-13 03:03:44 PM  
I've said it before...

There needs to be a law passed for these large (large = TBD) companies (Cox/Comcast/Verizon/Sprint/etc.).  They should be required to record all customer conversations (which they already able to do), and provide a mailed transcript or download link of the recording to the customer within 24 hours.

Any promises made by the customer rep during the recorded phone call should be required by law to be followed by the company, even if the rep's promise goes against company policy.

If a policy like this was put in place, I guarantee the claims of "Oh, I'm sorry you were misinformed during your call last month, but we can't do that" would end almost immediately.
 
2014-08-13 03:17:47 PM  

b2theory: I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?


No one claimed that Teddy Roosevelt was a sekrit mooslim communist fascist hitler stalin negro time traveller empty suit benghazifier of gay agendaness.
 
2014-08-13 03:43:46 PM  
The whole problem is that regulatory government thugs are preventing Comcast from acquiring Time Warner, and achieving the economies of scale it needs to bring consumers better service at lower prices - their only goal.
 
2014-08-13 03:46:12 PM  
So how is billing someone for services that were never rendered not fraud?
 
2014-08-13 03:48:04 PM  

stpauler: A couple more months until Century Link fiber is available in my area then I can't wait to upload my recording trying to cancel service with Comcast


The easiest way to cancel is to tell them you're moving to a zip code they don't service.  It took just a few minutes when I did it last month.
 
2014-08-13 03:50:34 PM  

stpauler: A couple more months until Century Link fiber is available in my area then I can't wait to upload my recording trying to cancel service with Comcast


Hah. You have obviously never dealt with CenturyLink.

They were formerly Qwest, in case you didn't know.  It's impossible to get them to do anything without going through layers of clueless customer support reps. And while they have very good technical people, those technical people aren't available to help you. And if you DO manage to finally talk to a tech that knows what's going on, he'll have to spend a week navigating the bureaucracy of CenturyLink before he's allowed to do anything for you.

I actually prefer dealing with Comcast.
 
2014-08-13 03:52:07 PM  
Signed up for Comcast, first bill was supposed to be two months service combined without fees ($180), actual bill was $450 (two months, double install fee, security deposit despite having great credit and no mention of it previously).

It took a cumulative 12 hours on the phone over the course of several months to straighten out, and by "straighten out" I mean finally get the charges dropped and then they instantly discontinued my service because I told them I was withholding payment until they straightened it out.

I just settled up for the unpaid months of service under the condition that they cancel my service outright and we part ways.
 
2014-08-13 03:59:34 PM  

realmolo: Hah. You have obviously never dealt with CenturyLink.

They were formerly Qwest, in case you didn't know.


No, they weren't.  CenturyLink has been around since the 1960's as a regional telephone company.  They purchased Qwest in 2010.
 
2014-08-13 04:12:29 PM  
I try to do any customer service with them via their online chat, that way I have a printed copy to refer to when they inevitably screw it up down the line.  EXCEPT when I wanted to downgrade my service; then I was referred to their "loyalty line" which is phone only.  At which point they lowered my monthly charge on the same package to keep me from downgrading (which I was mostly ok with) but they cut off my free HBO which they had verbally assured me was a "customer promise" to keep since it had come as a "we're sorry we farked up your installation" reward.

Won't be long and I'll cut my cable from them entirely. Google fiber or the like can't come to the Twin Cities area fast enough for me.
 
2014-08-13 04:17:03 PM  

jaggspb: booked for wire tapping charges in 3...2...1...

/not sure of the law in his area


Nope, you don't want there to be a court record of you attempting to defraud your customers for such a minor amount. There is nothing for them to gain. Even Comcast wouldn't be that stupid.
 
2014-08-13 04:25:54 PM  

lackadaisicalfreakshow: I try to do any customer service with them via their online chat, that way I have a printed copy to refer to when they inevitably screw it up down the line.  EXCEPT when I wanted to downgrade my service; then I was referred to their "loyalty line" which is phone only.  At which point they lowered my monthly charge on the same package to keep me from downgrading (which I was mostly ok with) but they cut off my free HBO which they had verbally assured me was a "customer promise" to keep since it had come as a "we're sorry we farked up your installation" reward.

Won't be long and I'll cut my cable from them entirely. Google fiber or the like can't come to the Twin Cities area fast enough for me.


Yep, most of the terrible telecoms can be quite flexible if you get to their retentions line. More importantly, the retentions people can actually get you deals, unlike the regular customer service people.

If you have an issue, call the main line and say "hi, someone was transferring me to the retentions (or whatever your company calls it) line but I got disconnected can you please transfer me". I did that with Virgin mobile and they got me $20 per month off and a plan that was no longer available It took 15 minutes, after spending over two hours getting dicked around by the regular customer service line.

Saves a lot of aggravation and dealing with people that have no authority to do anything other than say calming words.
 
2014-08-13 04:26:52 PM  

dywed88: jaggspb: booked for wire tapping charges in 3...2...1...

/not sure of the law in his area

Nope, you don't want there to be a court record of you attempting to defraud your customers for such a minor amount. There is nothing for them to gain. Even Comcast wouldn't be that stupid.


you would also think they wouldn't be stupid enough to refuse to disconnect service without given a reason like was reported last month.

/my op was sarcasm
 
2014-08-13 04:28:33 PM  
"Hello, Comcast. This call is being recorded for my quality assurance."

/Para continuar espanol, oprima el dos.
 
2014-08-13 05:44:21 PM  

Gig103: b2theory: I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?

Back in the day, Congress represented their constituents instead of their donors.


*snort*

Just because they were more subtle about it in days past doesn't mean Congress has ever really represented its constituents.
 
2014-08-13 05:45:33 PM  

Cubicle Jockey: jaggspb: booked for wire tapping charges in 3...2...1...
/not sure of the law in his area

Most states are single party consent.
Twelve are not, in varous ways.
California
Connecticut
Florida
Hawaii
Illinois
Maryland
Massachusetts (soniamdissapoint.png)
Montana
Nevada
New Hampshire
Pennsylvania
Washington


And doesn't apply when talking to a party that already states that the call may be recorded.

By law, they have to warn you.  By law, that warning goes both ways.
 
2014-08-13 05:47:49 PM  

Cubicle Jockey: jaggspb: booked for wire tapping charges in 3...2...1...
/not sure of the law in his area

Most states are single party consent.
Twelve are not, in varous ways.
California
Connecticut
Florida
Hawaii
Illinois
Maryland
Massachusetts (soniamdissapoint.png)
Montana
Nevada
New Hampshire
Pennsylvania
Washington


Even if its double party consent required, These companies always have a message saying that the conversation is being recorded,  So companies like Comcast already have given consent to recording.
 
2014-08-13 06:07:14 PM  

RTFA: I've said it before...

There needs to be a law passed for these large (large = TBD) companies (Cox/Comcast/Verizon/Sprint/etc.).  They should be required to record all customer conversations (which they already able to do), and provide a mailed transcript or download link of the recording to the customer within 24 hours.

Any promises made by the customer rep during the recorded phone call should be required by law to be followed by the company, even if the rep's promise goes against company policy.

If a policy like this was put in place, I guarantee the claims of "Oh, I'm sorry you were misinformed during your call last month, but we can't do that" would end almost immediately.


This kind of thing is why I like on-line chat. Not all of them do this, but many will let you email the chat to yourself. Others, you can highlight, select all, copy and paste.
 
2014-08-13 06:19:43 PM  

Crotchrocket Slim: Gig103: b2theory: I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?

Back in the day, Congress represented their constituents instead of their donors.

*snort*

Just because they were more subtle about it in days past doesn't mean Congress has ever really represented its constituents.


Subtle?? Obviously you've never heard of W.A. Clark http://en.m.wikipedia.org/wiki/William _A._Clark
 
2014-08-13 06:41:37 PM  

realmolo: stpauler: A couple more months until Century Link fiber is available in my area then I can't wait to upload my recording trying to cancel service with Comcast

Hah. You have obviously never dealt with CenturyLink.

They were formerly Qwest, in case you didn't know.  It's impossible to get them to do anything without going through layers of clueless customer support reps. And while they have very good technical people, those technical people aren't available to help you. And if you DO manage to finally talk to a tech that knows what's going on, he'll have to spend a week navigating the bureaucracy of CenturyLink before he's allowed to do anything for you.

I actually prefer dealing with Comcast.


I don't know if they still do so, but a neighbor of mine at my previous address made the mistake of going with CenturyLink for telephone and internet. A couple of months in he gets a bill that's nearly double his previous ones and calls customer service. The CSR says a mistake was made and they'll adjust his bill and take off the overcharge. Next bill comes in and not only are the overcharges from the previous month still on his bill, but they've overcharged him again. And billed him $10 for calling customer service. And of course when he calls customer service again he got billed another $10, which he refused to pay.

He's with Comcast now.
 
2014-08-13 07:21:54 PM  
I have a scanned receipt of a modem I returned to Comcast. When I move or once a year rolls around I get asked for the modem back.

The lady was taking notes why I wasn't going to take time off work to drive to the office that started all this. I told them I have done it 3 times now. I never get a response and the only time I did I was told they need to find the modem first before it can be cleared. It is not my fault you lost it after I returned it I told them. I eventually got my money back and a oops us bad credit. This spring though I was on the fourth time with the note taking lady. She put in the notes the only way they were going to get a copy of the receipt now was to drive to me and take a copy off my door.

fark Comcast. They wouldn't be so bad if they could just get their notes together.
 
2014-08-13 08:00:59 PM  

Intrepid00: I have a scanned receipt of a modem I returned to Comcast. When I move or once a year rolls around I get asked for the modem back.

The lady was taking notes why I wasn't going to take time off work to drive to the office that started all this. I told them I have done it 3 times now. I never get a response and the only time I did I was told they need to find the modem first before it can be cleared. It is not my fault you lost it after I returned it I told them. I eventually got my money back and a oops us bad credit. This spring though I was on the fourth time with the note taking lady. She put in the notes the only way they were going to get a copy of the receipt now was to drive to me and take a copy off my door.

fark Comcast. They wouldn't be so bad if they could just get their notes together.


our last dealing with Comcast we returned the equipment at the local office and then started to get equipment return request notices in the mail.  after numerous calls we finally were told "oh I finally found the information - I had to scroll down in the notes to find it".  scrolling. how does it work
 
2014-08-13 08:17:41 PM  

GBB: jaggspb: booked for wire tapping charges in 3...2...1...

/not sure of the law in his area

If they have a recording that says all their calls are recorded for training or whatnot, then not so much.


Whenever I hear that on a call, or am told that on a call, I always respond with, "Excellent.  So am I." and continue on with whatever the call was about.  You'd be astounded at how well that gets results.  Be polite and kill 'em with kindness.
 
2014-08-13 08:53:18 PM  
Comcrap is in my area, but so far I've managed to not do any business with them.

Unfortunately, that means I've been sticking with 6Mbps DSL from a local provider.
 
2014-08-13 09:25:44 PM  
 
2014-08-13 10:18:18 PM  

Needlessly Complicated: "Hello, Comcast. This call is being recorded for my quality assurance."

/Para continuar espanol, oprima el dos.


I tried that once.  The CSR told me she couldn't continue the call if I kept recording.   Then I told her I was kidding, and I kept recording the call.
 
2014-08-13 10:59:19 PM  

Spermbot: I tried that once. The CSR told me she couldn't continue the call if I kept recording. Then I told her I was kidding, and I kept recording the call.


That screams class action suit... "We get to record all incoming calls, but you're not allowed to record us as is company policy." Talk about double-standards.

/It's 2014
//ALWAYS assume you're being recorded.
 
2014-08-13 11:00:34 PM  

Spermbot: Needlessly Complicated: "Hello, Comcast. This call is being recorded for my quality assurance."

/Para continuar espanol, oprima el dos.

I tried that once.  The CSR told me she couldn't continue the call if I kept recording.   Then I told her I was kidding, and I kept recording the call.


Correct answer was "Really? What's the policy on hanging up on a customer?"

If they gotta get a supervisor to iron out the morton's fork of "can't hang up due to policy, can't continue the call due to policy, can't just shut up and dead air the call due to policy", bully for you.
 
2014-08-14 12:07:01 AM  

stpauler: A couple more months until Century Link fiber is available in my area then I can't wait to upload my recording trying to cancel service with Comcast


This. The nanosecond that a viable fiber competitor becomes available in my neighborhood, Comcast is getting an abrupt "fark you" service termination call. Comcast's uptime isn't bad, but their customer service is terrible, and, let's face it, we're getting reamed for broadband compared to folks in other technologically similar nations. The nation's telecom providers took billions - around $200 billion in government-approved rate hikes and tax subsidies, since the mid-90's - to improve their networks, turned around and told the government that they couldn't do it after promising big investments in infrastructure, and then just farking pocketed the money. They've not been held to task, even to this day, for what amounted to massive fraud and theft.

The irony of the situation is that the same folks that ripped you off also bought off the folks that could've punished them, with the same damned money that they stole from you. Sucks, doesn't it?
 
2014-08-14 12:13:21 AM  
Google fiber can't get to SJ soon enough.
 
2014-08-14 12:56:04 AM  

Ishidan: Spermbot: Needlessly Complicated: "Hello, Comcast. This call is being recorded for my quality assurance."

/Para continuar espanol, oprima el dos.

I tried that once.  The CSR told me she couldn't continue the call if I kept recording.   Then I told her I was kidding, and I kept recording the call.

Correct answer was "Really? What's the policy on hanging up on a customer?"

If they gotta get a supervisor to iron out the morton's fork of "can't hang up due to policy, can't continue the call due to policy, can't just shut up and dead air the call due to policy", bully for you.


The correct answer was the one that let me accomplish my business.
 
2014-08-14 02:06:46 AM  

Tigger: b2theory: I am starting to look with total awe at the era of monopoly busting. How did Americans ever pull that off? Could you imagine a parasitic monopoly like Comcast ever being identified as one and broken up?

No one claimed that Teddy Roosevelt was a sekrit mooslim communist fascist hitler stalin negro time traveller empty suit benghazifier of gay agendaness.


It would be kind of funny if we somehow learned that he was a gay Muslim though. Like finding his love letters to the Ottoman emperor.
 
2014-08-14 08:20:49 AM  

Intrepid00: I have a scanned receipt of a modem I returned to Comcast. When I move or once a year rolls around I get asked for the modem back.

The lady was taking notes why I wasn't going to take time off work to drive to the office that started all this. I told them I have done it 3 times now. I never get a response and the only time I did I was told they need to find the modem first before it can be cleared. It is not my fault you lost it after I returned it I told them. I eventually got my money back and a oops us bad credit. This spring though I was on the fourth time with the note taking lady. She put in the notes the only way they were going to get a copy of the receipt now was to drive to me and take a copy off my door.

fark Comcast. They wouldn't be so bad if they could just get their notes together.


I paid thousands of extra dollars in interest on my first home for this _exact_ reason.  Modem was returned, Comcast sent me to collections for failure to pay for the modem that I returned, which, sadly, they also never contacted me about.  I challenged the collection and even sent in the _return receipt_, and Comcast "validated the debt" which meant it wouldn't disappear.  I ended up having to initiate a lawsuit (dropped) to get it removed, but not until I ended up with a mortgage at a higher rate because I had 2 items from Comcast in collections.

Nowadays I have more resources than I had when I was a youngster, so I pretty much just go the insta-sue route with telcos if my problem doesn't get resolved immediately.  You'd be surprised how willing they are to work with you when they figure out you keep copies of _everything._
 
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