How bad is Comcast?

[Hoax]

So I call Comcast yesterday they offer me 16mbs for 12 months @ $29.99 no contract w/ only a $25 install fee and + $3 to rent the modem.  I say wow that is a great deal your sure that is the deal etc?  They say yes.  I make an appointment for this morning at 8am to install.  I'm so pleased that she didn't try to force me to bundle this and that that I offer to leave a voice mail to the sales rep's supervisor telling him how she was great and not painful to deal with.  So the tech arrives, he reeks of cigarettes but he knows his shit and isn't some lazy fatass so I'll take it.  He gets his job done without it taking too long and at least he showed up within the one hour window.  In SF they charge you $100 and there is a good chance they wont show and the window is four hours plus. 

So I look at the bill and the tech says "dont ask me" I call Comcast because the numbers don't look right, the bill says $43 for the month.  I call in and the automated system tells me to expect to be billed for two months.  I think, well $30 + just under half a month would be $43 so looks like they got it right.  But I still don't trust the fuckers because they are Comcast and they have always screwed me.  So I can't figure out how to talk to a human, its literally not an option I'm being given.  Eventually I just hit * 0 * 0000 * 000 until it finally shuts up and rings to a human, fucking Comcast, I have no idea how I was supposed to get to a human being following the prompts.

Me:  So I uh wanted to double check what you guys think your charging me per month, since I was told $30 and if $43 is for this month + October that looks good, but I wanted to be sure you know how it is.
Tech: Let me look you up....   oh no you say you were told what now?  $43 is your monthly fee.
M: Wtf, $43 is for 1 month your system just got done warning me you were going to charge me for 2 months that doesn't even make sense.  What about the fact this month is half done?
T: $43, yup you have the 16mbs that is your monthly fee.
M: I was told $30 for first 12 months w/ no contract!
T: Well I'll give you $35 how's that?
M: What do you mean you'll give me 35?  That's $60 more then I was told I'd have to pay!
T: Well sorry.
M: Sorry?
T: Yeah sorry, that isn't the deal.
M: Can you explain how exactly this got messed up because it seems like bait and switch, want to offer a plausible explanation for how someone got this wrong not 24 hours ago?
T: No idea, we have no deal for the 16mbs for $30.  The deal is $35.
M: Ok so maybe she got it wrong what is the 12mbs (since the speed #'s they quote are bs anyways) price w/ the first year deal?
T: 12mbs would be $25.
M: Well wtf then
T: Sorry sorry but you can only get it for $35, but I'll give you $5 credit since you were miss quoted.

This conversation continued for some time, eventually he offered me a $10 credit, fuck me very much, I'm just going to call back later and try to get someone who isn't a complete fucking retard on the line.  This is classic fucking Comcast.

[jason]

Yeah, as much as I bag on Comcast, Charter is so much worse.  My brother is stuck using them and he had a lightning strike at his house that blew out his cable modem.  When he called in for service they gave him an appointment that was three weeks away.  He asked if they would credit his billing for the three weeks without service and they said no.  He asked for a list of modems they supported so he could buy his own, they said they didn't support modems they didn't provide.  Finally he bullied them into letting him bring the modem to their local office and switch it out.  When he gets there, they give him the new modem and then set up an "activation appointment" for ... yep, three weeks away.  He spent two hours at the office badgering people until finally they agreed to activate the modem's MAC "on faith" and allow him to install the modem himself.

[Stormwaltz]

Signed up for Verizon DSL tonight ("We'll mail you a self-installation kit within 5 business days!"), and was struck by their superior grammar:

[rattran]

Comcast hates foreigners. <edit> meant Verizon. Screwed up my own attempted joke. </edit>

They've quoted me several different prices, pretty much every time you call you get a different drone with a different script. I've found when you get someone reasonable, get their # and extention.

[Cheddar]

Signed up for Verizon DSL tonight ("We'll mail you a self-installation kit within 5 business days!"), and was struck by their superior grammar:

Oh snap.  I will get this fixed.

[bhodi]

http://money.cnn.com/galleries/2009/news/0909/gallery.highest_paid_worst_CEOs/3.html

[Evildrider]

 Comcast Corp. is in talks to purchase NBC Universal, the Los Angeles Times is reporting.

Citing unidentified people familiar with the situation, the nation's largest cable company and NBC Universal which includes a broadcast network, movie studio, and big cable channels like CNBC, MSNBC, Bravo and USA, have been in talks for some time, according to the Times.

General Electric, the parent company of NBC, has in the past denied reports they want to sell their entertainment holdings, but the Times reports Comcast is known for making unwanted offers.

They made an unsuccessful bid to purchase the Walt Disney Co. for $54 billion five years ago, according to the newspaper.

For several years, Comcast has reportedly been looking to increase their content holdings, the Times reported.

Comcast denied a Web site report that it had a deal to buy NBC Universal, but it declined to elaborate on any other talks it may be having with NBC Universal, in a statement.

NBC declined to comment to the Times.

[Samwise]

the Times reports Comcast is known for making unwanted offers.

I LOLed.

[Cheddar]

The Verizon FiOS techs are out front splicing in my hub RIGHT NOW.  Talk about the ultimate birthday present; I should have live fiber by end of today (according to them). 

[jason]

The Wall Street Journal is now reporting on the Comcast/NBC stuff too. Link

If it happens, you can probably say goodbye to NBC content on Hulu.

[Signe]

Fiber is good for the digestion. 

Birthday cake and boobies !  Happy Birthday!

[Cheddar]

FiOS ordered.  WOOT!   

[Strazos]

I  my FiOS. It was a fairly interesting, long installation (old building), but this shit works great, and for a reasonable price.

[Fraeg]

So I call Comcast yesterday they offer me 16mbs for 12 months @ $29.99 no contract w/ only a $25 install fee and + $3 to rent the modem.  I say wow that is a great deal your sure that is the deal etc?  They say yes.  I make an appointment for this morning at 8am to install.  I'm so pleased that she didn't try to force me to bundle this and that that I offer to leave a voice mail to the sales rep's supervisor telling him how she was great and not painful to deal with.  So the tech arrives, he reeks of cigarettes but he knows his shit and isn't some lazy fatass so I'll take it.  He gets his job done without it taking too long and at least he showed up within the one hour window.  In SF they charge you $100 and there is a good chance they wont show and the window is four hours plus. 

So I look at the bill and the tech says "dont ask me" I call Comcast because the numbers don't look right, the bill says $43 for the month.  I call in and the automated system tells me to expect to be billed for two months.  I think, well $30 + just under half a month would be $43 so looks like they got it right.  But I still don't trust the fuckers because they are Comcast and they have always screwed me.  So I can't figure out how to talk to a human, its literally not an option I'm being given.  Eventually I just hit * 0 * 0000 * 000 until it finally shuts up and rings to a human, fucking Comcast, I have no idea how I was supposed to get to a human being following the prompts.

Me:  So I uh wanted to double check what you guys think your charging me per month, since I was told $30 and if $43 is for this month + October that looks good, but I wanted to be sure you know how it is.
Tech: Let me look you up....   oh no you say you were told what now?  $43 is your monthly fee.
M: Wtf, $43 is for 1 month your system just got done warning me you were going to charge me for 2 months that doesn't even make sense.  What about the fact this month is half done?
T: $43, yup you have the 16mbs that is your monthly fee.
M: I was told $30 for first 12 months w/ no contract!
T: Well I'll give you $35 how's that?
M: What do you mean you'll give me 35?  That's $60 more then I was told I'd have to pay!
T: Well sorry.
M: Sorry?
T: Yeah sorry, that isn't the deal.
M: Can you explain how exactly this got messed up because it seems like bait and switch, want to offer a plausible explanation for how someone got this wrong not 24 hours ago?
T: No idea, we have no deal for the 16mbs for $30.  The deal is $35.
M: Ok so maybe she got it wrong what is the 12mbs (since the speed #'s they quote are bs anyways) price w/ the first year deal?
T: 12mbs would be $25.
M: Well wtf then
T: Sorry sorry but you can only get it for $35, but I'll give you $5 credit since you were miss quoted.

This conversation continued for some time, eventually he offered me a $10 credit, fuck me very much, I'm just going to call back later and try to get someone who isn't a complete fucking retard on the line.  This is classic fucking Comcast.

fun... i just got comcast, was quoted at 29 buck as a monthe, and received a bill for 40 some odd bucks... haven't taken the time yet to make this call... guess I am in for some fun eh :P

[Torinak]

If they're jerking you around, next time you call get as much info as you can and let them know you'll be passing it along to your local Cable Franchise Authority with a formal complaint. You'll need to track down the franchise authority first; it's often a city, county, or state utilities commission/department/etc. As part of granting franchise rights, the franchise authority usually holds or reserves the rights to impose fines if there are too many complaints. It's sort of like a non-corrupt version of the BBB, but with some teeth too.

Back when I had DSL with Qwest, the one time they'd really screwed up something badly enough and started dragging their feet about fixing it, I just mentioned the local utilities commission and they sent out a tech the next day, to fix the issue entirely at their expense. 

[Cheddar]

If they're jerking you around, next time you call get as much info as you can and let them know you'll be passing it along to your local Cable Franchise Authority with a formal complaint. You'll need to track down the franchise authority first; it's often a city, county, or state utilities commission/department/etc. As part of granting franchise rights, the franchise authority usually holds or reserves the rights to impose fines if there are too many complaints. It's sort of like a non-corrupt version of the BBB, but with some teeth too.

Back when I had DSL with Qwest, the one time they'd really screwed up something badly enough and started dragging their feet about fixing it, I just mentioned the local utilities commission and they sent out a tech the next day, to fix the issue entirely at their expense. 

This.  Many states also have an informal process you can lodge - they will escalate to the company and it will end up to a special group for that company.  Part of my new job is dealing with these.

[Hoax]

I'll try to remember to make that call.  I ended up paying $35/month and they gave me a $10 credit.  I told them I thought they were dirty fucking shmucks.  The next bill I get (I've had service for 1.5months at this point).  They up the rental fee for the modem from $3 to $5, which no big deal but again its just so fucking shady that these things always change right after you sign up.

I hate Comcast so goddamn much, also their speeds are unreliable but overall its still better then anything else I've had or tried unless you can get small tech savvy high speed dsl from a small local provider whch is pretty much a major metro area option only.

[Pennilenko]

Comcast is so fucking horrible that I have started believing in hell just so there is a place for them to fucking go to.

[Fraeg]

  I knew I was have issues with comcast, but in central New Mexico they kinda have you over a barrel... it is either comcast, Qwest, dialup or embracing my inner luddite.

[stu]

My gf and I just picked out a new apartment about a week and a half ago and called Atlantic Broadband on the morning of our move. We said we'd be free by mid-afternoon and their tech actually showed up early that same day. So far, so good. I'm kinda astonished considering how awful any type of service can be in Miami.

[Sky]

embracing my inner luddite.

I'm being pushed in this direction by the way Time-Warner runs its service calls. I don't have time to sit around my house for half a day, burning my scant time off to wait for a guy to show up for ten minutes. It's the most ridiculous service model. Hey, numbnuts, give me a call, I live five minutes from work. This is how most local repairmen work, and why I've been moving away from national franchise companies that can't think, just stick to a script For Dummies™.

[Furiously]

I really hate to be negative, but... Unless I lived next door to qwest's CEO I would never use them again. I was getting bills for services I had cancelled two years later. I think paypal is about the only other company I have that much disdain for.

I'd go with comcast before them for sure.

[Segoris]

I really hate to be negative, but... Unless I lived next door to qwest's CEO I would never use them again. I was getting bills for services I had cancelled two years later. I think paypal is about the only other company I have that much disdain for.

I'd go with comcast before them for sure.

I absolutely agree, Qwest was complete shit.

While I'm normally barely content with Comcast, I must give credit where it is due. I just moved at the end of October. I didn't call Comcast to cancel until the Wednesday before, so the 28th I believe it was. They asked when I needed the installation to be put in, they offered Friday and I told them Sunday. They then gave me the normal window of 1-5. That by itself is extraordinary with today's service providers to be able to be there within 1-2 days, but the fact that the install guy called me at 10am and was done by 11 (2 hours before the start of my 4 hour window...) and wasn't a complete fuckhead is just solid.

[Fraeg]

well got my comcast bill 

customer owned modem = $0.00
Performance Service = $15.00
High - speed tubes = $42.95
Service Discount = -$12.98

Tube install = $ $29.95
Taxes = $ $5.15
___________________

hmmm 42.95 minus 12.98 well close enough to 29.99.  However, when I called to set things up I was told I would be billed $29.99 a month. Period.  Now I wasn't too surprised to see they did an installation charge although they failed to ever mention that, but performance service, what the hell is that.

So before I gave them I call I went to their website and "oh, hello" 6 months high-speed internet, no contract, for $19.99, lets see if my area is covered... yep it is.

So I called up Comcast, first person I spoke with was polite, his explanation of what the fifteen dollar hit for Performance Service is because I have a "faster internets".  I informed him that I never asked for an upgrade, just the basic package at 29.99 a month.  His reply was he can strike the charge from my bill but he can't change my plan, but he "would be happy to connect" me to someone who could.

Next person:  I ask her that apparently I have been signed up for a better dl/upload package, above and beyond what I actually signed up for.  And of course she had no idea what I was talking about.  When I asked "isn't that what the 15 dollar Performance service charge is for" her response was that that had nothing to do with my internet, rather it is a charge they tack on when you don't have comcast (TV) cable.

Ok there you go, I knew at some point there would be something completely random they would fuck me with.  I explained to her, well that is interesting as no mention of that has ever been made to me prior to this conversation.  Then she asked me why I didn't have (TV) cable.  I politely explained to her that I don't even own a TV and thus have zero use for their cable tv package.  She had the grace to apologize that nobody ever told me I would be dinged 15 bucks surcharge for not have tv cable.  At this point I was rather steamed.  I asked her "so I was told as a promo I would have 6 months of internet with no contract at $29.99, after 6 months it will revert to ~$43.00 a month... now what are you currently billing me for?"

Her: "well about $45 dollars a month sir"
Me: "uh-huh, do you see why i might be a bit annoyed?"
Her: "yes I am sorry ......

good god throw in a chart or two and I have a sir bruce post.

Long story short:  she pointed out that i could sign up for basic cable tv, for 12 bucks a month, removing the 15 dollar charge and saving me 3 dollars a month...I asked if they would charge me again for another "installation charge" if we went this route, she waived that fee. 

Then I popped her with the fact that comcast was offering internet for $19.99 for 6 months no contract and will they honor that or do I need to cancel my no contract service and re-up it to get this rate.... she thought about that for a bit and said they would honor this new special.

So:  get basic tv cable 12 bucks a month, saves me 3 dollars, get the new promo saves me 10 bucks... as of now I will be paying ~$32 a month.

At the end of all this she asked when I would like to schedule the site visit to attach my cable tv... I explained to her again that I do not actually own a tv and have no intentions of buying one, and I have no need for someone to come out.  She said ok, np and we hung up.

.
.
.

10 minutes later I get an email from comcast telling me to be at my apt between 1-5 on thursday because they are connecting my tv service  /facepalm


Summary: after some dickbeating and haggling I am paying 2 dollars more a month than what I was originaly quoted.

5 years of sbc/at&t DSL in northern California and I never had to deal with anything even remotely close to this.... sigh.

[HaemishM]

Yep, that sounds about right. Comcast phone service seems to be an ever-encircling swirling sirocco of ignorant charge-happy bliss.

[bhodi]

For some odd reason, if you TWITTER about it, your problems are resolved instantly. I guess they have some sort of twitter spider bot and a staffed action team to resolve those new age complaints before it becomes a movement. Or something.

All I know is a friend of mine complained on her personal twitter and then got an email and phone call 30m later and some sort of prioritized resolution queue.

[Lantyssa]

*makes a note to make a twitter account upon moving*

[SnakeCharmer]

Funny thing...

Went home early yesterday, found the HD TV cable box to not be working and my internet out - all the other TVs in the house worked fine.  Called the Comcast number, from my cell phone no less, and was advised there was an outtage in the area.  Thought 'Hmm...How do they know what area I'm calling from...'.  Anyway, two hours went by, called back and went through all the prompts for technical assistance since my kid was mashing buttons on the HD box earlier in the day.  Thought it a bit strange that a 3 year old could disable my HD box and my internet by getting button happy, but yeah, stranger things have happened.

Turns out our service was disconnected because we owed one dollar and two cents.  After some choice words with the manager that I had the issue escalated to, service was restored and one month free is getting credited to our bill.

[Teleku]

And probably 2 months worth of charges added on to your next bill  .

"How Bad is Comcast?"

So bad, we have a client that has decided to cancel their Comcast contract and attempt to run all their Credit Card transactions through dial-up instead.  Which is forcing us to figure out a way to make the integrated CC software not shit all over itself since it usually requires a constant internet connection.  We're charging them for all this.

They hate Comcast that much.

[HaemishM]

For some odd reason, if you TWITTER about it, your problems are resolved instantly. I guess they have some sort of twitter spider bot and a staffed action team to resolve those new age complaints before it becomes a movement. Or something.

All I know is a friend of mine complained on her personal twitter and then got an email and phone call 30m later and some sort of prioritized resolution queue.

One of their customer service mid-level exec types started that Twitter thing on a lark, and now has a staff of 2 or 3 or more who do nothing but respond to Twitter searches on Comcast complaints. I can attest to their effectiveness - my wife has had multiple horrible interactions with their phone people, but 140 bitchy characters on Twitter and you'll get a personal response that is actually responsive. It would drive me fucking apeshit as a Comcast exec to know that the millions I've spent over the years on setting up and maintaining phone support can be more effectively managed on a free web service.

[Teleku]

More likely it fills their hearts with glee when they think about all the jobs they can slash because of it.

[Chimpy]

More likely it fills their hearts with glee when they think about all the jobs they can slash because of it.

This.

[Samwise]

If 3 people on Twitter can do the job of a 20-person call center, more power to them, I say.  The reason you get shitty technical support from most companies is that rather than hire competent people they throw an infinite number of low-paid monkeys into a call center with a flowchart.

[Fraeg]

For some odd reason, if you TWITTER about it, your problems are resolved instantly. I guess they have some sort of twitter spider bot and a staffed action team to resolve those new age complaints before it becomes a movement. Or something.

All I know is a friend of mine complained on her personal twitter and then got an email and phone call 30m later and some sort of prioritized resolution queue.

One of their customer service mid-level exec types started that Twitter thing on a lark, and now has a staff of 2 or 3 or more who do nothing but respond to Twitter searches on Comcast complaints. I can attest to their effectiveness - my wife has had multiple horrible interactions with their phone people, but 140 bitchy characters on Twitter and you'll get a personal response that is actually responsive. It would drive me fucking apeshit as a Comcast exec to know that the millions I've spent over the years on setting up and maintaining phone support can be more effectively managed on a free web service.

My father mentioned this to me, apparently there was an NPR story about this.  I can't figure out if it is sad or 10 flavors of awesome that yelling out into the cybor void on a blog is actually effective for something.

[Khaldun]

I will point out that Verizon FIOS gave us a price that we could lock in for two years, and so far, one year later, there has been zero dicking around with bullshit surcharges or invented jiggery-pokery to get around that.