Comments on: I Don’t Know, But I’m Starting to Think Comcast DOESN’T Care

By: Roger

Roger — Sat, 05 Jun 2010 17:36:04 +0000

After two days on the phone with comcast they still havent got my internet working they told me I have to wait till Tuesday for a tech which is three days away, then I contacted someone online and I can do a special request that will cost me more money for them to come fix my internet that I pay have. WTF COMCAST. Any AT&T techs out there that can hook me up this weekend.

By: Grace

Grace — Thu, 25 Feb 2010 16:17:02 +0000

I loathe bad customer service. If I get excellent customer service somewhere I keep going back even if they do not have the best prices or the exact product I want. It makes such a big difference.

Blaming Comcast for everything is the way to go.

By: Lori

Lori — Mon, 15 Feb 2010 23:46:24 +0000

Oh goodness I had a great laugh.

By: BOB

BOB — Fri, 12 Feb 2010 05:01:06 +0000

wow, the issue of the misspelled username is a 5 second fix that she could have done herself. Log in to Smartzone, click “my account” at the top, then click on “CHANGE USER NAME”. It’s that easy. The problem here was that the person she spoke to was probably either in billing or “customer service” and they probably had heard of this issue before and thought they knew how to fix it when they should have transferred the customer to tech support. Too often I see billing agents trying to do tech support and giving out incorrect info or wasting the customer’s time by doing pointless things, such as this one. Everyone in tech support knows how to change a username, creating a secondary then promoting that to primary is a long, drawn-out process that is unnecessary.

For everyone: in the future if you call Comcast for help with a technical issue – please make sure you are speaking to TECH SUPPORT! Thanks.

By: James

James — Thu, 11 Feb 2010 18:20:29 +0000

I had a similar problem with AT&T. When opening the account over the phone, they heard Goff and not Goss.

I called customer service six times to correct it, and each time they either said it was fixed, or directed me to the sales department, who then said it was fixed.

It was never fixed. I had to cancel the account and open a new one to finally fix it.

By: Beth

Beth — Thu, 11 Feb 2010 16:26:38 +0000

Nice that they are contacting you via this site but an even better method would be to make sure your employees are educated on all of your account options. The more specialty representatives have to clean up the lower level messes the greater the chance that the next time you call in you are given accurate information.

By: Scott

Scott — Thu, 11 Feb 2010 16:08:19 +0000

Hi There. My dear, you are hardly alone. I took a step to help you, I emailed executives at Detreon_Roberts@cable.comcast.com, and we_can_help@comcast.com, with your blog URL and asked them to get in touch with you (and reamed them good). I hope they get in touch with you soon and make it right for you, and that you really let them know how you feel. Great blog post. Sadly, it seems you have to blog, tweet them, or write executives to get their attention these days for basic matters to get them to Oh, I don’t know DO THEIR JOBS.

Oh – I’ve already heard back from Detreon – he says they have already tried to reach out to you

Have a better day.

By: Casey

Casey — Wed, 03 Feb 2010 03:27:23 +0000

i just read this post last week and today at work my boss was going through the EXACT same situation and i was like wtf i JUST read a blog post about that same EXACT comcast issue!

By: megan

megan — Tue, 02 Feb 2010 20:35:06 +0000

OMG I’m with you. I have NIGHTMARES about Comcast “customer service”. It would be really helpful if their “tech-savvy” Twitterers & blog-stalkers could help them set up processes and account management systems THAT ACTUALLY MAKE SENSE, eliminating the problem instead of trying to fix it.

And my rant on Twitter one day got me a DM from a Comcast specialist too, but all it managed to do was get me a call from someone on the regional level to tell me the same disappointing crap that the incredibly rude service rep had already given me. Which was basically telling me that they were, in fact, STILL TAKING MY MONEY & couldn’t really tell me why. That’s all.

By: Hollie

Hollie — Mon, 01 Feb 2010 17:39:34 +0000

I just noticed that Mark left you a note. I just happen to leave one too especially for those I happen to follow.