Billing & Customer Service
Back to Top

Automated phone system HORRIBLE! 800-316-1619

eccl99
New Member

Automated phone system HORRIBLE! 800-316-1619

I just spent 41 minutes on the phone with Comcast, trying to get a simple thing done (schedule an appointment on one of my 20+ business sites)

 

The first 31 minutes were spent on HOLD and/or messing with the automated system that likes to waste caller's time.

 

First, the automated system wants a phone number.  So I give it a phone number (difficult while driving, by the way).

Next, it decides that is not good enough because, surprise, surprise, my business has 20 accounts on that number.

I know this.  But the system does not offer account number right away, why not??  Or better yet, agent right away.

Instead it wants me to key in a lot of information that frankly, it turns out later will not be important anyway.

 

So, next I have to type in the account number, while driving.  Then it wants the ZIP code.  WHY?  OK so I give that.

Now, it is going to ask a bunch of useless questions, and offer a lot of useless information, about what I can do online.

 

Elapsed time before I can say "AGENT" and have that request accepted, 5:00 minutes.  5 minutes I can never get back.

 

NEXT, I have to sit on hold 31 minutes! Before an agent answers, and surprise, surprise, it's the India call center and the representative barely speaks english and with thick accent.

 

So, guess what, now the agent needs the account number again!  Why do I even need to it to tell the automated system?

After that, it takes about 10 minutes for the India agent to understand that I need a service appointment scheduled and do it.

 

Total elapsed time 41 minutes.  And you ask, will I recommend Comcast?  What do you think?

 

FIX YOUR CALL IN SYSTEM!

1 REPLY
Community Manager
Community Manager

Re: Automated phone system HORRIBLE! 800-316-1619

Hello eccl99 and welcome to forums,

 

I apologize for the poor experience you had with our automated system. We are constantly working to improve how we interact with you. For future reference if you have a general issue that you want information on you can post here. If it is more detailed or requires support that you do not have the time to call in for, you can send me a private message and I can ensure that your request gets processed. Please let me know if there is anything I can help you with.

 

Thank you

Discussion stats
  • 1 reply
  • 62 views
  • 0 kudos
  • 2 in conversation