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I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Jack D.
Date: June 09, 2010 09:50PM
[rant] On March 17 I called Comcast to downgrade my services. I was paying $148.01 per month...DOUBLE what I was paying Adelphia just 3 years ago. I told them it was way too much and I wanted a lower bill and to drop some services. After much BS and going back and forth the CSR talked me into going with the CC Triple Play for a total (including ALL taxes and fees) of $109.99/month. I took the deal because it saved me money even though I didn't need the phone.

So today I get the first full bill and they're charging me $122.78 including $6 for the new modem! I called and immediately asked for a supervisor who pretty much told me that the previous CSR didn't know what he was talking about and that was the new price. He also suggested there was some miscommunication to which I said there wasn't. I asked "Monty" (the first CSR I made the deal with) point blank if the figure included everything and he said yes. I also know this is correct because one of the things I've always done is to write down the details of a phone conversation as I'm having it.

The only remedy was for me to drop services again! All I have is digital cable and internet service so there is nothing to drop. He said he could lower my internet speed to 512k @$26/m instead of the $42 I pay for 3mb and delete the phone and drop me to digital basic. All this would bring me to around the $109 they promised me in the first place.

I'm so @#$%& p*issed off right now! This is what we get when we eliminate or stifle competition. Comcast doesn't have to care because they know there's no other game in town. My only other choice is to go back to dial up and that ain't happening.

My wife is the CS Manager for a major publisher and when I talked this over with her she said this was a very poor example of what customer service should be. At her place even the lowest phone person has the ability to apply up to a several hundred dollar credit to improve the customer "experience" if there is a problem. I can't believe that Comcast put me through this BS for $12 a month.

There should be a law that a written quote must be provided and that they have to stick to the price they give you. Just like they make you stick to their contract once you sign on.

Comcast blows! [/rant]



- Jack D.




New tasteless sig coming soon!
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: mattkime
Date: June 09, 2010 09:57PM
free market



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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Mr645
Date: June 09, 2010 09:59PM
Sounds wrong. I have a $139 triple play. Includes Unlimited home phone, max speed internet, which is around 9MBps dL, and tv with one HD DVR and all of the movie stations. They do charge $5 for modem rental



"he is going to start WW3!!!!"
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: decay
Date: June 09, 2010 09:59PM
God bless America and Capitalism.

greed is good.



---
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: macphanatic
Date: June 09, 2010 10:03PM
Does the Public Utility Commission in your state oversee cable providers? If so, contact them. If not, you might want to send a letter to the State Attorney Generals office with a copy to Comcast.
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: DeusxMac
Date: June 09, 2010 10:27PM
There is some competition for Comcast in the form of the satellite services (but I admit, I don't know how their services and prices compare.)
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: space-time
Date: June 09, 2010 10:28PM
Quote
DeusxMac
There is some competition for Comcast in the form of the satellite services (but I admit, I don't know how their services and prices compare.)

d e e l a y
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Racer X
Date: June 09, 2010 10:30PM
I have a wall you can argue with too.
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: space-time
Date: June 09, 2010 10:33PM
Quote
Racer X
I have a wall you can argue with too.

but if you are really mad, you can take an axe and cut down the wall. You cannot do that with comcast sad smiley
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Doc
Date: June 09, 2010 10:45PM
Man, you sooooo have my sympathy...

...

Did you speak to an ordinary service-rep or to a retention-specialist?

From what I've been told, as far as pricing goes even the retention specialists can't offer anything other than limited-time promos. They can't price-match or anything like that... but they ought to be able to do better than what you were quoted.

Call back tomorrow during business hours, demand to speak to a retention specialist as soon as you get through to a human being and tell him that you want a digital cable + Internet bundle for under $100 and you want him to comp the cable box(es) and cable modem for one year.

From my own endurance trials, I know that is totally do-able. In fact, the bundle should come to something under $90/month with taxes and fees thrown in.

Unfortunately, at the end of a year you'll end up with a bill in excess of $120 dollars plus box-rentals, but then you should be able to call and negotiate another bundle.

...

Alternatively -- if you've got a tv with a digital tuner -- hook up an antenna, drop cable tv and enjoy HD digital images of such clarity and depth that they put fuzzy over-compressed cable tv images to shame.

...and then deal with Comcast's F-ed up Internet-only pricing. cursing smiley
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: M A V I C
Date: June 09, 2010 10:47PM
I feel ya. It doesn't matter who calls me with what deal anymore, I don't go for it. Even the stuff as simple as "sir, we reviewed your account and saw you currently pay $5/mo for checking, but we now offer free checking accounts. Would you like to switch?" Sounds great, I ask all the proper questions about fees, any other changes... everything sounds good.

A month later $100 gets automatically transferred from my checking account to my savings account. Checking account didn't have $100, so I got dinged with an overdraft fee. I called up. "Sir, you authorized this a month ago." The heck I did. "Sir, this was a condition of..." At least the manager at the local branch knows me and fixed it for me. Then she said just to setup another auto transfer for the next day to send it back, and lowered the amount to $25.

I hate changing anything with a bigger company. My wife recently tried to change a plan on something to save $10/mo. Ended up having to call multiple times to sort stuff out as there were a bunch of extra charges... all for stuff that was supposed to be free.

Cocmast sucks. I don't call them unless service is down. And if they try to sell me anything, I tell them no. They could offer me free internet for a year and I'd say no, just because I know part of the deal would be a three year subscription where for the next two years they'll charge me double.

Qwest has gotten even worse. As opposed to comcast who will actually tell you what the rate adjusts to after the special offer period, they wont even tell you until after you sign up.




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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: testcase
Date: June 09, 2010 11:55PM
banghead smiley



I dropped EVERYTHING Cablevision two years ago and never looked back. I can't imagine ever signing with them again.
big grin smiley
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: silvarios
Date: June 10, 2010 12:42AM
Why is your connection speed so slow for so much money?
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Article Accelerator
Date: June 10, 2010 01:03AM
Quote
Doc
Alternatively -- if you've got a tv with a digital tuner -- hook up an antenna, drop cable tv and enjoy HD digital images of such clarity and depth that they put fuzzy over-compressed cable tv images to shame

There you go, that's the best option.
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: N-OS X-tasy!
Date: June 10, 2010 01:22AM
DSL? FIOS?



It is what it is.
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: silvarios
Date: June 10, 2010 01:36AM
I still don't understand how they are charging $42 for 3MB. My speeds are much higher for not much more. I have Comcast in the D.C. metro area.


Nathan
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Doc
Date: June 10, 2010 02:42AM
Quote
silvarios
I still don't understand how they are charging $42 for 3MB. My speeds are much higher for not much more. I have Comcast in the D.C. metro area.

They just tried to charge me $60 for 3Mb... tho they were nice enough to simultaneously kick me up to the 16Mb service on a trial basis without my consent.
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Jack D.
Date: June 10, 2010 05:27AM
Doc, I didn't speak with a retention specialist, that is going to be round 2 today. This guy by his own admission was THE Senior Walking Floor Supervisor. Too bad he had to listen to me ranting at him and still couldn't do anything except "sincerely apologize that I'm disappointed with Comcast". I told him to stop reading from his script, stop apologizing for Comcast and to do something to resolve this issue. I'm usually cool and pleasant to the individuals I speak with but there is a limit to what I can/will put up with and Comcast has reached it.

Decay, greed is not good. It's what got us into the current mess this country's in. The Wallstreet collapse, housing bubble, jobs going offshore, Bernie Madoff and the Gulf oil spill are all examples of current greed and it's effects. I like capitalism just as much as the next guy but not at the expense of peoples lives. Greed needs to be tempered with fairness or the whole system breaks.

Mr645, the original CSR offered me the triple play bundle for $109.99 and my bill does show a $30 discount. But he told me it was inclusive of ALL taxes, fees and other phoney baloney charges they have. I have no DVR, only Encore for movies and 3mb internet.

As to the other questions, I don't know why I only get 3mb down but that's all I can pull when I use speedtest.net. My neighbors are getting the same speeds and we have lots of service dropouts during the week. Comcast says there's nothing wrong. Right.

DSL is not available, I'm too far from the main switch is what they tell me. FIOS is again one town over but not available here. It's not like I'm in a corn field in the middle of Iowa or anything, I'm less than 50 miles North of Boston!

I've thought of taking this up with the states cable commission and I may still do so. But I'm thinking I may be able to change things locally by getting on the towns cable board and working things there. Who knows, maybe I could become a pain in the arse for CC! On the other hand I may just be better off canning the whole mess and paying for internet only with OTA digital.

Ahhh, for the good old days of free TV with 5 minutes of commercials per hour and a telephone with a rotary dial....livin large, livin large! woot smiley



- Jack D.




New tasteless sig coming soon!
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: mrlynn
Date: June 10, 2010 08:18AM
The problem isn't capitalism; it's monopoly. Here in Framingham (20 miles west of Boston) we have three companies competing: RCN, Comcast, and Verizon, so people are constantly playing one against the other (not I though—we have RCN for non-premium cable, Internet, and phone, which runs about $140/month, and I could probably get a better deal, but just haven't had the time or energy).

Jack, what about satellite for TV, Verizon for phone, and just use Comcast for Internet?

/Mr Lynn



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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: decay
Date: June 10, 2010 09:19AM
i liked when TV went off the air with the National Anthem, then snowy static.



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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: ztirffritz
Date: June 10, 2010 10:03AM
Get rid of cable and/or the TV?



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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Wailer
Date: June 10, 2010 10:55AM
While I sympathize with having to deal with customer support. I don't think cable TV should be protected by anti-trust regulation.

Cable is not a necessity.

Cable is not a right.

Cable is a privilege.

Thanks for sharing your experience and I empathize with poor CSR who don't do what they say, but it would be more satisfying (to me) if you just cancel and wait to exploit one of their never-ending new promotions.
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: Bill in NC
Date: June 10, 2010 12:44PM
I'm happy with OTA for my HDTV, but if I wanted more channels I'd get satellite in a heartbeat.

Even with a HD DVR receiver, DirecTV's regular (non-promo) price is at least 1/3 less than with my local cable provider.
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Re: I just spent 1hr and 27 minutes arguing with Comcast
Posted by: AllGold
Date: June 12, 2010 04:58PM
So Jack, did you do any more arguing with Comcast yet? wall smiley
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