I was recently forced into a $100 cable modem upgrade from docsis 2 to docsis 3 modem, because Comcast apparently never told anyone that they had ended support for Docsis 2 modems. (Why they couldn’t email all their existing Docsis 2 modem users and tell them, is beyond me).
When I called to activate the new modem, the agent told me that I could get a promotional price for 1 year, of a speed at 100 mbps for an additional $5/month. Okay. I’ll give it a try. I had been without internet service for 4 days while I hunted down where to find the new Docsis 3 modem. I asked the agent for 4 days credit since I was completely down. The person said they would credit my account. ($1.67/day x 4 days = $6.68. How much do you want to bet that doesn’t happen?)
I waited. The upgrade NEVER happened. I called a second time, and the agent said that the work order was never submitted, and that she would take care of that for me. Thank you!
I waited again. And of course you can guess. Upgrade never happened. I called a 3rd and final time to cancel the upgrade, and go back to the performance starter with 7 meg down and 1 meg up for $50/month (unbundled. I am over-the-air with Mythtv because the cost of cable tv is too high, and you have to use their set top boxes. Can you say, ouch?)
Once again, Comcast’s offshore tech support, proved to be inept at handling a simple customer request. (Which would have actually made them more money).
You can understand my stance on the proposed merger of Time Warner Cable and Comcast. They seem intent on discovering new lows in the customer service (they are NOT mutually exclusive) arena.
At a minimum Comcast could do the following:
1. When an order is placed, the customer is given a customer order number to reference.
2. An email copy of the order is sent to the customer.
3. On the day the service is to be performed, the customer is notified via email. If the order is NOT completed on time, the Customer should contact Customer Service with the order number, and ask for a status update.
4. Once the order is completed, the Customer is notified via email, that the order is now complete. Any further questions or comments, should be directed to Customer Service.
5. In the event the order is NOT completed on time, then appropriate action to expedite order completion is taken by Customer Service.
None of these suggestions will ever see the light of day, but it would vastly improve the Comcast Customer Service image, and at least give a semblance of a we can help attitude, rather than: “How sad. Too bad. Now leave us alone” attitude that seems to permeate Comcast’s Customer Experience.