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35 minutes and 16 seconds on the phone to schedule a service call with Comcast


35 minutes and 16 seconds on the phone to schedule a service call with Comcast

Old 09-15-2014, 11:54 AM
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Default 35 minutes and 16 seconds on the phone to schedule a service call with Comcast

These people are idiots. My cable box decided it didn't want to turn any more. I unplugged it, let it rest hoping it would reset itself. A couple of tries, no luck. Checked all other connections. Nothing obvious, other than the green power up LED lights for a second then goes dark.. So I call them up and get routed to a help desk in Mexico. I explain to the guy that there's power, good power available but the box won't turn on. He does his scripted "so sorry to hear that, let me see what I can do to help" schpeal.

First, he tried to send a reset signal to my box. Hmmm, ok, lets see if this does anything----nope. "Did it work sir?" "Like how can I tell if the box will not turn on" "Ok sir, can I have the serial number of the box?" sure, here ya go... xx67s6s7sndf.. Silence. "Ok sir, I am going to try to send the signal again". "Why"? "Just to check again sir"...

At this point I ask if there's a way to just have a tech come out and deal with it. "I'm sorry sir, I cannot offer you that at this time, let me put you on hold for 2 minutes" "No, I'd like to speak to a supervisor". "I'm very sorry sir but he is a busy man and he is not available I am putting you on hold for 2 minutes"

He comes back and asks for the make of the box. "Isn't this something that would be a record on the account" "Yes sir, just checking". On hold again for 2 minutes..

All told it took over half an hour to tell them my box crapped out and I need a service call. 35 minutes to get to that point.

I hate Comcast. Thanks for listening...
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Old 09-15-2014, 12:02 PM
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Do they have a physical location to exchange equipment.
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Old 09-15-2014, 12:06 PM
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Heck, I couldn't even get through to pay a bill....
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Old 09-15-2014, 12:23 PM
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had trouble with internet dropping due to modem, tried calling and got some indian women asking all kinds of personal info including social security number. I hung up on her.. funny though that the automated system had all my info and thanked me for my recent payment.. I took the modem to the local office to switch it out, but they no longer stock stuff in that location.. My late wife worked there for over 13 years including time when it was Adelphia, when she got sick and passed, the local office did so much for my family and I, so I felt a sense of loyalty, since then (2011) corporate has decimated the local office and relocated most office personal and techs.. now that Loyalty is fading fast..
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Old 09-15-2014, 12:34 PM
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I got tired of paying so much for channels I never watch anyway. I gave them back their box and purchased a good HD antenna with a pre-amp at Best Buy. I was surprised to find about 45 channels including all my local ones. Yes, I don't watch some shows but I can always stream them on line. You should give it a try.
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Old 09-15-2014, 12:49 PM
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15 minutes for me, tech just left, while he was here exchanging one box, he graciously upgraded two other boxes and modem, took about 1 1/2 hours for all the firmware updates

Taking em to comcast will cost you a morning, or afternoon

Least they can do for the $$$

Problem with HD antennas no espn, big ten network, sec net work etc..
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Old 09-15-2014, 01:08 PM
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I once chose the option for my ISP to call me back rather than stay on hold. Called me back about an hour later. Told them what I needed and they proceeded to transfer me to another department where I was put on hold for 20 minutes. SHould have just stayed on hold when I first called. :bang head:

With telecom, it seems like you just have to pick your poison. They all have issues.

I'll have to look into that HD antenna. We're on our last year for our satellite contract.
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Old 09-15-2014, 03:40 PM
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BBB has 12,812 complaints in the past 12 months......if this was any other business that didn't broadcast multimedia, the government would be on them like white on rice!!!
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Old 09-15-2014, 03:41 PM
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Another vote for HD antenna but know that 45 channels is not the norm. I think I get seven or eight and I live in civilization too.
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Old 09-15-2014, 04:34 PM
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35 minutes...that actually is very fast for them
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Old 09-15-2014, 05:07 PM
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I had a modem go bad so I brought it to the local Comcast office only to discover they moved out of town! I then called them and they said to bring it to the nearest Comcast office which is now 20 miles from here, 40 mile round trip! That's what I did and when I got there they said I have to order one online!!!! I tell them my internet won't work that's why I'm bringing it in for an exchange as I was told by Comcast!!! I had to order it from work and 5 days later I received the new box. The following month they send me a notice to turn in the old modem which I already had!!!! Back to the out of town Comcast office to speak with a supervisor, another 40 mile round trip to straighten things out!
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