Comcast Customer Service Bites

The following is my letter to Comcast dated January 20, 2011

I have had numerous bad experiences with Comcast and decided to highlight their stupidity here.

This email was sent to we_can_help@comcast.com

If anyone from comcast reads this and actually can help please email me at grayman74@gmail.com

________________________________

Hello,

I would like for someone to contact me regarding a botched service call at my home.

Please call my cell phone at xxx-xxx-xxxx (omitted for obvious reasons)

Here are the details:

1. I set up an appointment to have the any room DVR service installed with one Master DVR and three cable boxes that could access the master DVR Box. Our appointment was scheduled for WednesdayJanuary 12th
2. Leading up to this time we received several calls from Comcast (the 800-COM-CAST number) every time that we picked up we were met with a dialtone.
3. We got a call on Monday January 10th to confirm our appointment - they called the house number even though I specifically asked the rep to have them call my cell phone number - they confirmed the appointment with my wife and she wrote down the details of what they were supposed to be bringing and installing. When I got home I saw the notes on the dry erase board on our refrigerator ann noticed that they indicated that they would be bringing 2 of the cable boxes that could access the main DVR - I assumed that this was my wife's error.

4. On Wednesday January 12th I called in to re-schedule the appointment because my teenage son had pneumonia and we had scheduling conflicts. During this call I asked the representative to confirm what equipment would be installed - they told me 1 DVR and 2 attached boxes - I told the representative that this was incorrect and asked them to modify the work order and move out the installation date. I was on the phone for nearly half an hour as the rep attempted to correct the issue and find a suitable install date. We selected Saturday January15th from 5-7 PM I left the call feeling that SURELY things would be handled correctly.

5. On Saturday January 15th a technician called my wife and indicated that he was done with all of his other work and asked if he could come early to do our intallation. She agreed and he came to our house.
6. Would you believe that with all of the phone calls and confirming EXACTLY what I was supposed to get that the technician arrived with 1 DVR and 2 additional boxes (not the three that he was supposed to show up with) How the heck is this possible?
7. The technician installed the equipment that he had, then told us that he could schedule an appointment to come back and install the remaining equipment. He selected Tuesday January 18th and told us that he was going to run and see if he happened to have any spare units that he could get for us. He told us that if he could find a unit he would come back that evening since he was finishing our place eary, but that if he didn't find one he would be back no later than Tuesday January 18th.
8. Today is Thursday January 20th and we have not seen or heard from ANYONE
9. I am ticked that the customer service with Comcast is so poor

10. I want to know what you will do to keep me as a customer.

Please call my cell at your earliest convenience.

Jeff Gray