Two months of battling to get Comcast installed at my house. Seems like a simple task since a box sits 25 feet in front of my house, right? Nope. THIS, is what customer service hell is like.
MOST RECENT UPDATE:
02/10/2014 - 5:30pm - To add to the ridiculousness of this entire situation, @comcastMike, Comcast’s Twitter representative just sent this tweet:
If you look at the timeline (with image) below, @comcastMike said he’d call me on Monday; today. So did Mike get hit in the head with a rock this weekend? HE DOESN’T EVEN REMEMBER. Rule #1 of Customer Service on Social media. Service the customer or don’t even try. Good job Mike!
02/10/2014 - 3:00pm - STILL NO CALL FROM ALLEN. In the craziest set of events I’ve experienced with Customer Service, I called Comcast asking for Allen (in the Plymouth office). I got Julia (remember this name) in the Plymouth office instead. I asked if I could talk to Allen and she said it’s a big office, she could help me.
I started to explain my situation and she got combative. She told me that there were 4 tickets stating Comcast is UNAVAILABLE at my address. I told her NOBODY had ever told me that, and I’d like to speak to her Manager. Julia, in a snotty tone, told me that her Supervisor would not be able to help and “why bother” having her re-state what she (Julia) had already explained. I asked again to talk to her Supervisor. She said “let me try to find a supervisor” and put me on hold.
After waiting for five minutes, I my hold time was over and I received a “Welcome to Charter Communications” message. What?! Julia transferred me to another company?
Amanda at Charter Communications was very perplexed (and very nice) as to why Julia (may I remind you, a COMCAST employee) had transferred me to their company (they don’t service the area.
Amanda kindly offered to transfer me to “Cable Movers”, who would find the cable provider in my area.
02/10/2014 - 3:30 PM - Cable Movers automatically transferred me to Xfinity Moving Services where I got a person named Tre. Tre also seemed perplexed as to why I had bounced from Comcast -> Charter -> Cable Movers -> Xfinity (Comcast) but said he’d look at my account. He assured me I *COULD* get cable as 2545 Maguire and 2576 Maguire had Comcast (see map below). He said he would put in ANOTHER site request, and put an ALERT on it. Tre was very helpful. Let’s see if it works.
2/10/2014 - 4:00PM - I’m about to call Comcast to speak to Julia’s supervisor. This should be interesting!
** IF THIS IS YOUR FIRST VISIT OF THE SITE, READ BELOW TO SEE THE ENTIRE 2 MONTH RUN AROUND COMCAST HAS BEEN GIVING ME **
12/16/2013 - I placed a call to Comcast looking to get service to our new address (new construction on an existing residential street). To note: Our neighbors have Comcast.
1/18/2014 - Moving time is approaching and still no update from Comcast. I decided it might be easier to speak to someone in person. I went to the XFinity Store on Knapp Street in Grand Rapids, MI. The person (Kyle?) did not see any service request so put in another request. Said it should take 5 business days and would keep me updated (wow, someone is finally able to help me spend $150 a month with their company!)
1/20/2014 - Kyle(?) called me to tell me he had no update, but wanted to make sure I got a call. I *REALLY* thought I had someone who could help.
1/24/2014 - After not hearing anything the rest of the week, I went back to the Xfinity store with a map in hand. I showed Kyle(?) the map of where my house was, including people around me who had Comcast service. He said the status of the survey had not been updated. When I asked if he could call and check he said “Hey Pal, when it shows up on my screen, that is when I will know. I want the commission on the sale, BUD, so just relax.” I asked if there was anything he could do and he said “nope, bud”. I told him I didn’t want his help any longer and I DEFINITELY didn’t want him to get commission for the sale.
1/24/2014 - Called Comcast after my experience with “the Dude” at Xfinity. The person on the phone told me the first service request she could see was from today, and she couldn’t see anything prior but would add another request and call me. Never received a call.
** DAILY CALLS TO COMCAST WITH THE SAME RESULT - “Wow, we’re sorry. Let’s put in a service request and I’ll call you”
02/04/2014 - In a hail mary pass attempt, I call Direct TV (very responsive!) They came out immediately, and while we couldn’t get DirectTV because of line of sight issues, the DirectTV installer shows me that there is a Comcast box on the utility pole in our yard (images below). Is it weird that DirectTV can tell you that you can get Comcast, but Comcast won’t even respond?
02/04/2014 - @ComcastMike jumps in based on a tweet I sent:
02/05/2014 - After I go back and forth with @ComcastMike he drops the conversation. We reengage and have another round of discussions:
02/09/2014 - Map of my property. Created in 10 minutes using Zillow, and Comcast’s Check Availability tool (on comcast.com). Been waiting for 2 months for Comcast to do a Site Inspection.
Utility Pole on the property at 2557 Maguire Avenue NE, Grand Rapids MI 49525 (Notice the Comcast label on the cable line)
Another view of utility pole on my property. 25 feet from my house (Comcast has been trying to determine if we can get cable at our house - FOR TWO MONTHS!
02/10/2014 - 9:30am - Talked to Allen in the Plymouth sales office. Couldn’t find my address on file. After I told him to check again he found it. Told me the latest “survey” request was February 8th and it could take “a couple of weeks”. I told him this was unacceptable since I had been waiting since December 16, 2013. I asked for a manager and he said it probably wouldn’t help but he would “try and find one”.
02/10/2014 - 9:47am - Jevona (Allen’s manager) - She wants to send an email to Grand Rapids and will call by noon. Doesn’t know what they can do but will call me to tell me whether she has been able to contact them. If not, I may be told that they don’t know when it will be done.
** This is the fourth time someone has said they will contact me once they have received more information. This includes Wendy and Tara from the Plymouth office; @comcastMike on twitter, etc.
02/10/2014 - 12:13pm - Allen called telling me he had no update but was hoping to have “good news” by 2pm and would be calling me back.
02/10/2014 - 2:25pm - Allen, are you there? Where is my good news. Hello?
Sarina is Jevona’s manager. Jevona doesn’t think Sarina can do anything more than Jevona can. We will see.
The saga continues. I will continue to add my interactions with Comcast as I receive them. Will they ever let me spend money with them? I asked if I *COULD PAY* for a service call to get them out there and check our property. They said no.
To be continued…