Wow...customer satisfaction apparently not a goal...

Signed up for 75 Mps internet Biz plan, and had it installed this AM (15 min appt--quick set-up). The installer said my new-ish modem was just fine, and that I didn't need a rental modem. This evening I started using it and the d/l speed was 22 Mps. I called Tech support, and they said since I was using my own modem, it would cost $99 for a service call. I told them it was just installed this AM, and perhaps it was a faulty install (or no install at all)

After 15 min of hemming and hawing, she said sorry, and recommended that I take advantage of the 30 day refund policy--there was nothing else she could do.

Yes, I'm happy for the refund policy, but I was actualy willing to pay for the increased speed. I'm over 50, and have not encountered this lack of customer care for a long time. It actually makes AT&T look like a caring company.

Responses

CC_Jacob

Official Employee

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869 Messages

9 years ago

Hello Desertguy welcome to the forum,

I'm very sorry to hear about this issue. I have sent you a private message regarding this case.

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tmittelstaedt

Problem solver

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326 Messages

9 years ago

"I called Tech support, and they said since I was using my own modem, it would cost $99 for a service call"

That isn't true. Only if they come out and find the problem is in your modem or your wiring. If the problem is at the street then there is no charge.

Just as a reminder to everyone - Comcast's policy is no different than any other ISP out there. That is this: If you rent the modem from them, their tech is responsible for making sure everything works all the way from the street up to the modem. If you use your own modem then Comcast is only responsible for everything from the street to the "demarc" at your house. Every other cable and DSL provider has the same policy. The dmarc is the box on the border of your home. If it's inside, it's on your side of the dmarc.

If they send a tech and the problem is on what they are responsible for - they pay. If the problem is on what you are responsible for - you pay. I have had this verified NUMEROUS times with my own service.

If you want to use your OWN modem thereby avoiding the rental charge, it is suggested by most experienced members of the community to INITIALLY RENT THE COMCAST MODEM which makes Comcast responsible for everything - then a month later when everything is working peachy - replace their modem with yours, and send theirs back (or take it to their service center) This is espically important if you are a renter as your comcast cable often will pass through shared spaces that only the apartment building owner has access to.

Lastly - there's varying levels of customer service and support people at Comcast. I submit that Comcast puts the LEAST knowledgeable of these people as 1st tier support and service people - these are the ones you will talk to first. They know the least. Once they learn more they get moved up the ranks to the more expert support. This is SOP in any support organization. And chances are higher that a 1st tier support person will not understand what you are talking about. You can always ask for escalation on a support call and let the person's manager know that the person needs additional training.

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Desertguy

Visitor

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2 Messages

9 years ago

Thanks for your help. The supervisor actually said no one was available when i asked to speak to a supervisor. I don't blame the company for 1 poor phone person.

Comcast was very nice in follow-up (thanks, Jacob!), and sent someone out at no charge to check the lines and my modem, and assured me that everything was fine. However, he could not explain why my speed tests are routinely low (just tested on Xfinity Speed test and it was 38 DL and 15 UL. So maybe I'll just drop my plan down to a lower speed, since I'm not getting what I'm paying for.

Again it's a shame, because I really do want to pay for the higher speed. Maybe it's just our neighborhood or something.

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