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Contributor

Multiple Problems in Service Appointment management

I'm in the process of moving, and attempting to schedule my service appointment.

My initial appointment was for tomorrow, but I found that this was not going to be sufficient time for me. So a few days ago I found the email that asked if I wished to reschedule. I clicked the link. The link appeared to do nothing then send a message to the system to reschedule. This is the last I heard until today, when the automated system called me reminding me of a service appointment for tomorrow which I am no longer prepared for. I go through the automated response tree for rescheduling. I speak to a nice fellow who was trying his best, but clearly not an American, which was causing some challenges. Regardless, we get as far as trying to reschedule, when I finally realize that hte system has in fact rescheduled me already, but not indicated to me in ANY WAY. So my email apparently did the trick, my appointment is now 10 days off, but A)I was not notified, and B)The scheduling system was not notified since it reminded me of my appointment tomorrow. And now I find out that this is the only slot I can get probably before the sun burns out. If I had known it would be so far out I would have made the first time work, but the system is useless. Oh, and one more thing, I went from a 4 hour window to a 12 hour window. TWELVE HOUR WINDOW. That's beyond even a joke. Why don't you just pick a month and I can hope I'm around at the right time.

 

To summerize:

A) Attempted to reschedule a service call

B) Reschedule did happen, but didn't notify me or tell me of the new date and time.

C) Reminder system still notifying me I have an appointment tomorrow that I no longer do

D) Service window is now TWELVE HOURS WIDE.

 

I spend a lot of time defending business class Comcast service to people, versus residential service, but clearly I need to rethink that position.

 

 

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4 REPLIES 4
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New Member

Re: Multiple Problems in Service Appointment management

I have also had many service appointment reschedules due to their Techs not having access or appointments mysteriously scheduled.  One of my locations is on a military base but the service address for it leads to another area of the city when input into GPS.  It still needs to be updated.  I have updated it more than once via customer care and all reps except one said it was updated.  The one tech who didn't update it, said it couldn't be updated unless I open a new account.  There is no where in my account mgt area of Comcast Business where I can udpate the service address.  I have also spoken to the scheduler and told them if the tech doesn't have a badge they were to only come before 3pm.  I have waited on more than 2 occasions for a Comcast rep to arrive past 5pm only to be told by the tech they were unable to enter the base due to access issues. 

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Contributor

Re: Multiple Problems in Service Appointment management

So follow up.

The situation is both better, and worse then I though original.

 

Monday(the day of the appointment I thought I had rescheduled), I received another reminder call in the morning. Fortunately, this time it was not from an automated system, but a person. I explained that to my knowledge, and what the web site was telling me, my appointment was re-scheduled for the 17th.

 

As it turns out, I was wrong. Comcast actually scheduled my move in such a way as to try and preserve continuity of service and minimize my downtime. The Monday appointment was in fact to connect service at the new location. The appointment for next week is the disconnect at the original location. That's actually very nice, and I was surprised. I shouldn't have been surprised though, the problem here is that Comcast didn't actually tell me at any point that the continuity of service move was what they were setting up. I thought it was a single appointment for disconnect/re-connect at the new locale.

 

So, Monday, once I understood what was happening, I went ahead and actually had the Monday appointment at the new location, and got service going. At this point I was once again pleased and impressed with business classes procedures for the movem even if the communications were not the best.

 

And here is where, as one of my friends puts it, Comcast snatched defeat from the jaws of victory. It seems at just about the same time that service at the new locations was activated, service at the current location, which is scheduled for disconnect next week, was disconnected prematurely. So the continuty of service failed completely. I have now been without service at my current location for over 24 hours. What is even more disheartening is that the support person I last spoke with informed me that to re-connect, my ticket has been transferred to the department of early disconnects. It sounded to me like this happens frequently enough that they actually have a department dedicated to re-connecting accidental disconnects. Whatever the department, they are not as fast as the department that connects you, which apparently takes only a few minutes. I found much of this out last night, when the support person I was speaking to escalated to tier II support, and informed me they had a 4 hour response window. They never in fact contacted me, and I found out that my case had been moved to reconnections after calling back in this morning.

 

So to summerize again:

A)Comcast actually scheduled to appointments, with time between them, to try and preserver continutity of service, which is good. One appointment connects service at the new location, the other disconnects it at the old location.The problem was the lack of communicating this was what was happening. Also, the web site area for managing my appointments only showed a single appointment(the disconnect) adding to my misunderstanding.

 

B)They processed the disconnect accidentally at the same time as my new service was connected, a week in advance of when it was supposed to be disconnected.

 

C) The reconnect takes much much longer then the disconnect, so I have had no Internet service in my current location for over 24 hours (and counting).

 

D) They didn't communicate that my case had been transferred to reconnections, and Tier II support never contacted me, which I was told they would within a 4 hour window.

 

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Community Manager
Community Manager

Re: Multiple Problems in Service Appointment management

Hi jasoncolman.  I apologize for the problems you've encountered with moving your service.  The Business Service Center informed us that services are currently active at both locations.  We are working to improve our processes and procedures across all areas.  Please let us know if you need additional assistance with this issue.

 

Thank You

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Community Manager
Community Manager

Re: Multiple Problems in Service Appointment management

Hi minion1.  Please send me a private message with the account number, the address full, correct address of the business location and i will engage the Business Service Center to assist with updating the information in the Comcast database.

 

Thank You

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