More Fun with the Encephalitic Comcast!

For you folks following along at home, Comcast installed service at work last Friday.  On Tuesday I had to place a service call because the modem was partially dead.  Simply getting someone one the phone was an exercise in futility, not to mention too much time out of my life.

When India was done `troubleshooting’ he told me someone would contact me within 24/48 hours.

Yeah, right.

So today it became 72 hours and surprise - no call from Comcast.  I once again dialed the special India Business Service line and got some fellow who was difficult to understand.  He did not find anything under our phone number.  I had to run and get the MAC address off the modem.

He finally brings the modem up and starts asking questions.  I told him questions were out of the question: I was told 24/48 hours - where were they?  He said there were no notes.

Funny, I heard typing.

When I located the ticket number, I had him bring it up.  He looked it over and went back to troubleshooting.  Again I told him this was already done - check the ticket.  He did - there were no notes - just an indication of some sort of billing issue.  I suggested he teach his coworker how to type notes then.  Furthermore, he was to have someone out first thing Monday with a new modem.

He also read off our account number, which I gave him initially and he told me there was nothing under it.

When he went back to troubleshooting, as if I never said anything or he was flatly ignoring me, I told him this is precisely what the last guy did and that we were open at nine on Monday.

He gave me a new ticket number.

Presumably there will be no notes on that ticket either.

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Dear Comcast:

Why do you think Dell moved its corporate customer service back to America?  Nothing says “We’re a bunch of bean-counting corporate bastards” like an Indian call center.

It’s obvious that you don’t care.

Your press is overwhelmingly negative.  And your negative press is no accident: it’s well-deserved.   When my coworkers found out I had to call customer service, they all groaned.  They told me exactly what I was in for.

I stood up for you.  No, really.

I am a home internet Comcast customer (meaning I pay more and more).  I have had almost nothing in the way of service issues and every call was answered by someone with a North American accent.

Your sales reps could not wait to get into our building.  They were panting at the doors long before the lines were run.  And sure enough, with one week since the install, we have had not one ounce of service.  All we needed was the service hooked up and working, which was apparently too tall an order.

But you don’t care.

You have lived up to your bad press in spades.  Every negative stereotype has been represented, if not surpassed.

So if you ever slip up and start wondering what’s wrong, don’t look too hard.  The evidence may bury you.