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Poor customer service

I am appalled at the level of  "service" I received in trying to consolidate two of my comcast business accounts. I first perceived the tone of the representative to be unconcerned, but I told myself that maybe I was being too critical. A contract was sent to be docusigned, which I did, but unfortunately after I submitted it, I realized that my phone would not be transferred as I wanted, so I attempted to telephone the representative, only to receive a message that I would have to email my correspondence. In trying to create a three year “forced” contract I would really appreciate an opportunity to discuss details. I did the best I could to explain what I needed in the email, and without any reply or acknowledgement, another three year contract link was emailed to me after a couple of days. Is it too much to ask to actually talk to a competent customer service representative in order to discuss and explain some details for my contract??

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Re: Poor customer service

Hello garytayl and welcome,

 

First, let me apologize for your poor customer service experience. Just so I am clear on my inferences as to what you are trying to accomplish could you answer the following questions:

1. Are you relocating your business? If you are, then please call 800-391-3000, using the billing option, provide the billing agent your new 7 digit sales ID you received from your Sales Agent (SA) for the billing agent to be able to find your Sales Representative. You will also need to make sure that your telephone rate center from you old location is the same as your new location. This means that all of your Telephone Numbers (TNs) will be able to be directly ported. However, if the rate centers are different, then the billing agent will be able to check to see the there is Remote Call Forwarding (RCF) service at your old location.  RCF is a service that allows customers to keep their old TNs ($4.95 each) and simply have them permanently forwarded to the new TNs at your new rate center. If you are not relocating then see number 2.

 

2. Are you just recontracting your old business location ?   If you are, then there is no need to change anything but your pricing structure, including no TNs change, no address location change, no billing address change, etc.

 

Hope this helps you out.

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Re: Poor customer service

Relocation does not describe my desired results...  I have two existing accounts that I want to consolidate into one.  In order to close the account that I wished, there was a $2600+ early termination fee.  My contact told me that I could eliminate the fee by extending the account that I wanted to keep open and upgrading the speed.  She sent me the contracts to docusign, which I did, then after signing I realized that I forgot about the phone line.  So I called and received a voice mail that only left the option of emailing my point of contact, so I did the best I could to explain my problem in an email, and a couple days later another contract was emailed to docusign.  My Big problem is that there was no discussion, only a very cryptic response of "Please note that at the bottom of the first page under “General Special Instructions”, I applied your promotional offer(s)."  I had no idea of what the promotional offers were and also, the early termination waiver was not part of the contract as it had been in the original.  Also the price for the second contract was less than the first.

 

So a simple phone conversation probably could clear up my trepidation, however apparently that is not the way comcast does business.  So now I have a new contract waiting for my signature, which I'm not sure if the early termination has been rescinded in order to put the phone service where I desired, or if it still in effect.  I have no avenues of discussion with the so called "customer service" and if the phone transfer is going to cost me the $2600+ I will stay with the original

arrangement.

 

I certainly am not satisfied with the level of service received in this circumstance.  In defense of the service rep, it appears from my perspective that she is doing her job, and comcast policy dictates this abysmal level of service...

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