Ah yes, the plot thickens…
And so does the pool of shit this whole situation is living in.
But I digress.
This morning (Thursday morning to be exact) I woke up early expecting my doorbell to ring at any minute. Why? Because the Comcast person was supposed to come and fix my cable, that’s why.
Let’s recap a bit, for those just joining us.
As I mentioned in my previous post, my cable went out on Saturday of last week. I called Comcast and they said they would send someone out on Monday, but they didn’t have to come inside so I didn’t need to be there. Monday arrived, the guy tried to come inside, and when I wasn’t there, moved on. I called Comcast back and was told that a service rep was supposed to come to my house between 8 and 10 AM today (Thursday). I started work at 11:30, so I figured that would work out fine.
I received a call a day later and got a recorded message saying that they discovered an outage in my area. (This call came in on Tuesday, and this all started on Saturday. It took them four days to discover there was an outage in my area? Hmmm. Sounds like a bigger problem to me than just poor customer service.)
I called the number back because it asked me to do so if I still was experiencing trouble. The person on the phone verified with me that yes, my cable is still not working (Thanks for telling me!) and they would send someone out on Thursday, as scheduled. But if it started working again, call and cancel the appointment. I said that would be fine.
Back to this morning. When 10:30 arrived and I still had not been called by my service person, I just knew something was wrong. I called Comcast and checked on my service call.
“We do not have a service call scheduled for you at this time.”
was I livid.
I tried to talk to a representative, but got disconnected. FOUR TIMES. I tried a different number (the 800 number instead of the local number) and got a live person.
“I just want to start out by saying that I am a very frustrated, angry customer,” I said. Probably not the right thing to say. Because after she said, “OK, go ahead…”
SHE HUNG UP ON ME.
To quote Bill Cosby:
“I’ve always heard of people having a conniption…. but I’ve never seen one. You don’t want to see one. (My) face split… it split so there was nothing but a skull. And orange light shot out from (my) hair and lit all around… and fire shot from (my) eye sockets…. and (I) said….”
“I AM SO FUCKING LIVID RIGHT NOW!!!!!!!!!!!!!!!!”
Seriously, you could have plugged a lamp into my mouth and it would turn on, I was so fuming.
I took a deep breath, called back AGAIN, and got another live person.
“Hello. I really need some help from you. I have been disconnected five times, hung up on once, and I have been dealing with inept service from Comcast since last Saturday, and I really need some sort of resolution.”
The lady on the other end was calm, helpful, and even read my history on the computer (I guess they DO work) and saw the runaround I had been experiencing. She said she would try to get someone to me today, but could not guarantee it would happen. I said that was fine, but I had to leave for work soon. She said she would call back with the information when she had it.
I got to work at 11:30 (on time). I checked my messages twice throughout the day but there were no messages at all. I tried calling Comcast again 12:00 and discovered that an appointment was scheduled for someone to come between 1 and 5 today. Which would be great if I was at home.
So I got another rep on the phone and calmly explained my situation. Again, she was able to read my history on the computer (two in a row… I’m on a roll here) and was extremely apologetic. She applied a full week’s credit to my account plus an additional $20 for everything I’ve gone through. She then scheduled my appointment for Saturday morning between 8 and Noon.
One full week of this. I’m amazed, confused, and bewildered by how poorly this was handled.
The newest thing I’ve learned from this experience: NEVER tell a customer service rep you are angry. They will hang up on you. No matter how nice you are about it. And believe me, nothing makes YOU angrier than being hung up on.
We’ll see how Saturday goes. I’ll keep you all posted.