Thursday, August 13, 2009

typical bay area experience

Dear Comcast,

My rate went up, and I called to cancel -- I would never pay $110 a month for something I could get for half the price somewhere else. I was offered a new rate. The new rate is higher than the old rate, but low enough to make me too lazy to switch.

I am getting the same services for a higher price. My bill, however, is higher than either price, because it was pro-rated according to the unacceptable $110 rate. I asked the supremely unhelpful Carolina (employee #0531) and her equally unhelpful, ruder supervisor Randy (#0641) to change the statement amount or to give me a credit on the next statement to make up for the difference. They unhelpfully noted that the amount is higher because it's prorated. I KNOW, BUT IT'S PRORATED ACCORDING TO AN UNACCEPTABLE RATE THAT I TRIED TO CANCEL.

I am getting the same service.

When the rate went up to $110, I tried to cancel.

I was offered a new rate.

For this bill, I should pay the old rate or the new rate, NOT the rate that would have made me cancel. "It's pro-rated" makes no difference. If I won't pay $110 per month, why would I pay the same amount on a daily basis?

You claim to be Comcastic. What does that mean? Have Randy and Carolina ever made anyone feel Comcastic? I'm guessing no. I suppose they were more memorable than other CSRs, because they were so unhelpful. Is that what Comcastic means? Memorably unhelpful?

In the past, I have written glowing emails and letters to companies whose products and service I loved. Comcast is not one of them. It's pretty astounding how many disgruntled customers you have. Please add me to the list, unless you have a better idea.

4 comments:

ComcastCares1 said...

Angela,

I can check with my contacts for a better deal. You can send me the phone number linked on the account so that I can look into this for you.

I would also like to apologize for the treatment that you received. I will make sure my contacts are made ware of this so that al the issues you stated are addressed.

Regards,

Mark Casem
Comcast Corp.
National Customer Operations
We_Can_Help@cable.comcast.com

AJ Valleron said...

You seemed happier in Zurich. You should go back there.

wuisme said...

Angela,

I think you might appreciate this video on Comcast customer outrage: http://www.youtube.com/watch?v=viw2TVBygBg

The video went viral a few years ago, prompting mass outrage, a New York Times article, and public apology from Comcast.

Wendy

Angela said...

Comcast's first-line customer service is terrible (see post), but their backup customer service is admirable -- emails from the guy who posted a comment above, phone call from a very bubbly and accommodating CSR who fixed the billing issue (that the other CSRs claimed was un-fixable), and a visit from a Comcast tech who spent two hours at my apartment fixing some issues my TiVo was having with the recently rolled out all-digital cable.

So, Comcast, I stand by my evaluation of your first-line phone reps, but the people you have fielding stubborn complainers (like me) are great. Get rid of the first group, and get more of the second.