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After 20 years of services with Comcast, your customer service quality is forcing me to switch.

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I cant describe how dissapointed I am with the customer service of comcast.  I already knew that is was bad from previous experience and has a reputation for the worst in the industry, but until you experience it yourself you dont know how bad it really is.  If there was a way for me to contact the CEO Brian Roberts I would do it.  What i am experiencing is unparalleled by any company that I have ever done business with.  Brian's article in Forbes does not even touch the surface.  http://fortune.com/2014/11/12/comcast-ceo-embarrassed/   Hey Robert, here is is some help, 250 million phone calls would be cut in half if there was a real customer service that resolved real issues at comcast!  My business has made at least 12  phone calls from 3 people trying to solve one issue and its still not resolved after 8 months.  I wonder if all issues with comcast require the same level of dedication FROM THE CUSTOMER to get them resolved? 

 

Anyways, I am distracted by my emotions and need to return to the issue.  CR421*** is the latest ticket for those who care. That is a joke for me.  Laughing about it makes me feel better and thats all I have right now.  Back in March of 2014 my company requested additional services from comcast.  We asked comcast to ADD voice service to our existing Internet service.  Someone at comcast thought that we needed two internet services installed in the same building and on the same line so they created a new account for us.  We began receiving two bills from comcast.  One had voice service and internet and the other did not have voice service.  We assumed that comcast would eliminate one bill because we only have one line running into the building.  Nope.  Two bills and two accounts is what you gave us.  We began calling saying that this needed to be fixed.  Comcast said we will fix it just be patient.  Comcast kept billing and then sent is to collections and now has shut off one of the accounts for not paying.  We have paid the new bill every month just like we have paid our bills for the past 20 years or so.  Then comcast threw a missing equipment charge on top of it.  Since comcast did the install and removed the old equipment I wonder who has missing equipment?  So all the messed up bills and accounts has created a number of issues.  The old account that was cancelled had around 30 email addresses tied to it.  They need to be migrated to the new account.  That cannot be done because there is an outstanding balance.  Well, there should not be an outstanding balance for a service that was duplicate billed.  We have employees who do not have email service.  One of those is the man in charge of our business.  How long would Brian Roberts go without email and how effective would he be at his job if he didnt have email?  Thats what we are dealing with.

 

I have personally called about this issue a number of times.  We have even attempted to visit the local stores to see if they could help.  So far all we get from Comcast is that we need to wait for them.   I think we have waited long enough and it is time to have action from comcast.  I will try to call customer service again today to hear the same story about it being our fault for upgrading our services and not paying two bills.  This is the only way that I have to keep the ball rolling with comcast since there is not a single person who takes ownership of the problem and every time I call or get forwarded to the next person I have to repeat the whole story to them. Hint, hint...comcast, this is how you fix the customer service problems; personal ownership until resolution.

 

I wish that writing this note would result in changes to our situation but given the past history with customer service I dont not put much hope in this method either.  My plan is to try and communicate with comcast and others who will listen until the problem is fixed.  

 

If you would like to contact me to discuss the problem, I would love to hear from you.  My name is Dan. My phone number and contact information can be found by looking up the ticket number that I gave earlier.

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Respected Member

Re: After 20 years of services with Comcast, your customer service quality is forcing me to switch.

Hello damburg1 welcome to the forum,

 

I'm very sorry to hear about this whole ordeal. We have escalated your existing ticket and we will let you know if there are any updates.

 

Thank you

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Re: After 20 years of services with Comcast, your customer service quality is forcing me to switch.

It appears that the escalation of the issue worked and services are restored.  Thank you for assisting with the escalation.  I hope that this does not happen again and wish that the normal phone support service worked as quickly as writing out my problems in this semi-public manner.  It would have been nice to receive a phone call when the problem was resolved so I knew about it.  I specifically asked for a phone call in each of the tickets that were created.

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