American service section: Part-1
My experience with American service sector has been filled with mixed feelings. I have had many good experiences, and some bad experiences. Here I am trying to down some of bad ones; just in case, if it helps to anyone else?
This is experience with Comcast.
8/2/2009
I am having intermittent internet problems since Friday and it stopped completely on Saturday (9/2/2009) morning. I gave a call to Customer service (Saturday-10/31-10.31am) and was talking to Kahelia-45073. I gave her my account number , she was not able to locate me, then I gave her my phone number, she was not able to locate me. Then I gave her my last name and other details when she found my on system, and then she confirmed my information by asking the same questions which I already answered. This all took more than 15 minutes.
I told her about my internet service but she was not able to help at all. She mentioned that a technician will have to come to my place and the next available is on Tuesday. There is no reason I should be asked to wait that long.
Two main issues:
1) WE BOTH ARE WORKING PROFESSIONAL AND CAN NOT STAY HOME DURING WORKING HOURS.
2) WE GET IMPORTANT EMAILS AND CAN NOT WAIT FOR A WEEK FOR INTERNET!
I asked to talk to her supervisor and she put my on hold. After 5 minutes she asked me to contact Cable service giving reason that they might have technician coming earlier. I understood that she just want to get rid of me. I insisted on talking to her supervisor and then again wait for 10 minutes. Then she told me that she will try to find a technician who can come to my place within 24 hours. I told her OK. Again on Hold. She then said that it can also happen on Monday. I told her that you just said within '24 hours', which she answered by saying that she was telling that she will try and can not promise. Again Hold. Meantime, I told her several times to let me talk to her supervisor and she was very hesitant to do it! She NEVER let me talk her supervisor. Lastly she said she is going to talk to someone? This all took 50 minutes and I was frustrated and annoyed with this customer service and hung up, which she wanted me to do for some time (she has been just checking intermittently to see if I am on line!).
Again, I called in the afternoon, talked with technician and insisted to talk to Manager. I explained all this to Eric-3652. A very RUDE manager. I asked to talk to his supervisor and then talked to Aanet-3394. She knew what she was taking. She said she will try to email someone to see if we can get someone on Sunday.
I thought to check this on Sunday, and called Comcast, and was talking to Marie-23401. I again explained this to all to her and asked to talk to Aanet .She said there is no way she can connect me to someone called Aanet etc... I mentioned her to talk to her supervisor, she said she has to email her supervisor and then he/she will get back to me. I told her to do it, and NO REPLY. Why my calls go to different location where I have to explain again everything; I rather talk to a person who knows about my complaint.
10/2/2009
I called again on Sunday afternoon, talked to Shawn-8789. Same frustrating answers and unhelpful service.
I guess there is no need to mention the average hold on 15 mins for each call and having to explain my situation to everyone.
There is still NO internet. It works for 5 mins and then stops for 20 mins. We are schedule for a technician to come on Saturday, since WE CAN NOT STAY HOME on WEEKDAY !!!! I told this 100 times to all the people above mentioned.
11/2/2009
I got email from Amelia Dennis, Customer Advocate Liaison asking me the problem, and other details. I told her everything, and she said I have to wait till technician comes to my place. I told her again that we cannot stay home, and then she could offer appointment at 5 pm. I told her, I can get home by 6 pm, but she refused! So again, we had to wait. Eventually, technician came to our place on next Saturday (16/2/2009). He went around, and thought that there is problem with the connection. He thought he fixed it, and went.
12/2/2009
Internet stopped working again! I called and called again, and same frustrating and rude customer service.
Another technician came to our place on next Tuesday (14/2/2009), and he did the same thing. He thought that there is problem with the wire! But, atleast he figured out where the connection was loosing the signal.
Now, we have cable with broken connector. So, whenever internet stops working, I play with that connector, and it works.
- · Comcast internet is good when it works, but if there is a problem then it is really difficult to get it fixed.
- · Costumer service is horrible, and all the agents are rude.
- · One has to be very aggressive to get some work done. As I said, after fighting so much, I was offered a technician coming home at 5 pm. It did not help me much though!
- · I am still with Comcast but I am not a loyal costumer!
posted by Nikhil @ 7:27 PM
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