Brunch with Comcast
Now that I've completely moved and have a lovely 40 inch Samsung LCD TV sitting in my apartment, it was time to call Comcast this morning and set up my cable service. I've had my battles with Comcast in the past after they bought their way into the Ann Arbor market while I was in college. I did not have to deal with them at my last place, but I was prepared to deal with them again here in Philly since they are my only television option if I want more than ~6 channels. Besides, I figured that since they have such a major presence here, they might even service the area well (huge building 5 blocks away).
To no surprise, I was wrong.
I knew exactly what package I wanted and what I was supposed to pay. I figured that a company that advertises an easy to remember phone number of 1-800-COMCAST would be able to help anyone who called that number asking for service. After all, this company is notorious for providing great service to prospective customers and pathetic service once they have you onboard. I spoke to five people from Comcast this morning. The first two were unable to help because their system did not have access to addresses in Philadelphia.
I then went to a flyer I received in the mail advertising various cable deals and noticed that there was a different phone number on the flyer. I called that number. When I reached a live representative, the first thing I asked was whether he could service the city of Philadelphia. He said yes, and I proceeded to give him all my information. After I gave my full address, he said 'not sure how you got transferred to this office in Massachusetts, but you need to talk to someone else'. ARE YOU FUCKING KIDDING ME!?!?!?
He transferred me to a 4th person that did not speak English very well. The same whole song and dance was repeated with this guy, and he told me that according to his systems, my zip code/address was not served my Comcast. I mean, come on! I live five blocks from your fucking headquarters. I know you service my building. I demanded to speak to his supervisor since someone at this damn company should be able to help me give them money. After 15 minutes on hold, I hung up. Why does Comcast have such a hard time servicing customers practically begging to give them money for the right to watch TV?! As the prospective customer, I'm the one who should receive good service?
I went online to confirm once again that they can service my building. I really wanted to make my purchase over the phone so that I could confirm pricing and channel options. I noticed yet another phone number to call after I entered my zip code. Not sure why Comcast is working with so many different 1-800 phone numbers, but I decided this number was worth calling. With this number, I was finally able to get through to someone who could help me. VICTORY!!
Just as the fifth contact at Comcast was summarizing the promotional and ongoing rates for the service I was selecting, my phone went dead. I had drained the last half of my battery after spending 1+ hour on the phone with Comcast this morning. Oh was I pissed at the thought of starting over again with this headache. Thankfully, the fifth Comcast representative was very good and called me back about 2 minutes later. Maybe this explains why they have such poor customer service. Only one in five representatives was helpful today.
One last piece of BS was that Comcast was going to charge me a $60 installation fee for internet and cable. $60? Are you for real? I mentioned that it seemed high and asked what I could do to minimize that fee. For reference, Cox let me go to their local office to pick up all the materials I needed so that I could install the digital cable and internet myself (15 minute job - seriously). Comcast's response was to lower the fee to $30. Not great, but I can accept $30 for a home visit.
Something tells me this won't be my last morning wasted on the phone with Comcast. As soon as another viable alternative is available, I'm dumping Comcast. I'd be willing to pay more to someone else just to not to have to deal with them. I'm crossing my fingers that Verizon FiOS will get into Center City quickly (they are just starting to hit the surrounding areas).
I'm already paying Comcast more for less relative to what I paid for cable service with Cox in CT. For an extra $10-15 per month (after tax), I get ~30 fewer channels from Comcast, though I am adding HD service. The six month promotional rate is admittedly very good ($30 less than what I used to pay), so I'll have to see how I can get that partially or fully extended in June.
To no surprise, I was wrong.
I knew exactly what package I wanted and what I was supposed to pay. I figured that a company that advertises an easy to remember phone number of 1-800-COMCAST would be able to help anyone who called that number asking for service. After all, this company is notorious for providing great service to prospective customers and pathetic service once they have you onboard. I spoke to five people from Comcast this morning. The first two were unable to help because their system did not have access to addresses in Philadelphia.
I then went to a flyer I received in the mail advertising various cable deals and noticed that there was a different phone number on the flyer. I called that number. When I reached a live representative, the first thing I asked was whether he could service the city of Philadelphia. He said yes, and I proceeded to give him all my information. After I gave my full address, he said 'not sure how you got transferred to this office in Massachusetts, but you need to talk to someone else'. ARE YOU FUCKING KIDDING ME!?!?!?
He transferred me to a 4th person that did not speak English very well. The same whole song and dance was repeated with this guy, and he told me that according to his systems, my zip code/address was not served my Comcast. I mean, come on! I live five blocks from your fucking headquarters. I know you service my building. I demanded to speak to his supervisor since someone at this damn company should be able to help me give them money. After 15 minutes on hold, I hung up. Why does Comcast have such a hard time servicing customers practically begging to give them money for the right to watch TV?! As the prospective customer, I'm the one who should receive good service?
I went online to confirm once again that they can service my building. I really wanted to make my purchase over the phone so that I could confirm pricing and channel options. I noticed yet another phone number to call after I entered my zip code. Not sure why Comcast is working with so many different 1-800 phone numbers, but I decided this number was worth calling. With this number, I was finally able to get through to someone who could help me. VICTORY!!
Just as the fifth contact at Comcast was summarizing the promotional and ongoing rates for the service I was selecting, my phone went dead. I had drained the last half of my battery after spending 1+ hour on the phone with Comcast this morning. Oh was I pissed at the thought of starting over again with this headache. Thankfully, the fifth Comcast representative was very good and called me back about 2 minutes later. Maybe this explains why they have such poor customer service. Only one in five representatives was helpful today.
One last piece of BS was that Comcast was going to charge me a $60 installation fee for internet and cable. $60? Are you for real? I mentioned that it seemed high and asked what I could do to minimize that fee. For reference, Cox let me go to their local office to pick up all the materials I needed so that I could install the digital cable and internet myself (15 minute job - seriously). Comcast's response was to lower the fee to $30. Not great, but I can accept $30 for a home visit.
Something tells me this won't be my last morning wasted on the phone with Comcast. As soon as another viable alternative is available, I'm dumping Comcast. I'd be willing to pay more to someone else just to not to have to deal with them. I'm crossing my fingers that Verizon FiOS will get into Center City quickly (they are just starting to hit the surrounding areas).
I'm already paying Comcast more for less relative to what I paid for cable service with Cox in CT. For an extra $10-15 per month (after tax), I get ~30 fewer channels from Comcast, though I am adding HD service. The six month promotional rate is admittedly very good ($30 less than what I used to pay), so I'll have to see how I can get that partially or fully extended in June.
posted by GaryGinew at 10:37 AM
2 Comments:
*What??!?!* You mean all you have to do to get a decreased installation fee is *ask*?!?!?! I didn't think it was negotiable - particularly since Comcast is the only game in town - so I just signed away, eager to get at my wireless internet. . .
When you call 1-800-COMCAST, they will send your call according to the area code on your phone. If your area code does not match where you're presently living, you need to look up their local number online.
I'm sorry to say it, but it's something Comcast is probably trying to do to make things easier for you. You're just hating on them with your phone number.
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