http://twitter.com/zebtron/status/3110600751

Here is my recent history with Comcast (I will spare you the other numerous problem I have had with comcast in the past when I lived in Indiana)

I moved to a new place in December 2008 and setup Comcast cable service.

When I signed up I asked SPECIFICALLY if the rate quoted for cable television was an introductory rate.

I was told that it was indeed NOT an introductory rate.

Sixth months later, my bill jumped.

I called and was told that my cable TV rate HAD been a six month introductory rate.

The guy I talked to originally lied to me.

I called comcast and was not happy about this rate increase.

In order to prevent me from leaving, they gave me a “deal” on HD service and an HD-DVR.

I asked SPECIFICALLY again what my new monthly bill would be.

I was told it was $84 (+/- a few dollars).

I got my first bill and it was $107.61, much more than the $84 I was told it would be.

I wasted my time using the “live support chat” feature on the site last week and at the end of that conversation, was told I needed to CALL comcast.

What is the purpose of live online customer service if they tell you to call a phone number?

I called comcast today and was on hold where the system told me I should use the (useless for me) website.

I finally talked to a person who originally asked me for my account number.

I did not have my account number handy.

She said that I HAD to have my account number.

I told her I didn’t have it handy and I had given her my name, phone number, and address already.

I asked if there was another way to verify my identity.

She FINALLY asked me my SSN.

I then asked why she had acted like she HAD to have my account number to verify who I was when she could have used other info?

She ignored my question.

Part of the most recent problem is how Comcast deliberately hides fees in vague line items on the bill.

It came down to a $15.99 charge for installation and a $6.99 charge for “setting up a second jack”.

Neither of these fees was visible on my bill (both of these fees were hidden in items on the bill).

There was no second jack setup.

I was finally refunded both the charge for $15.99 and $6.99 as I was NEVER told there would be such charges when I agreed to HD and DVR service.

To make it worse I had my Comcast BB connection (“modem” dropped and had to reset) drop while I was in a teleconference today.

Comcast has some of the worst customer service I have ever experienced.

I have no faith in anything anyone from Comcast tells me anymore.

I assume everything is a lie to get me off the phone.

I have worked in IT consulting for more than a decade and am asked my opinion on technological services and devices regularly by my clients, friends, and family.

At this point I would tell them to avoid Comcast like the plague if they have another alternative in their area.

A customer shouldn’t have to talk to 3 people and threaten to cancel your service before people try to help you.

The chat session is on my blog.

I have been posting updates to twitter and facebook as well.

I hope this info helps you get people to be accountable, but I’m not holding my breath.

Regards,
Matthew Meyer
zebtron: twitter, skype
http://www.technomatt.org/blog/

Resolution: I have been TOLD (and I emphasize this word to show that reality might prove differently) that I would get a refund for the “second jack installation” charge ($6.99 for a second jack that was NOT installed) and for the installation charge for the DVR ($15.99 about which I was never told).

Conclusion: Comcast seems to deliberately deceive customers and hide fees in vague line items on bills, but if you call and get upset and threaten to leave them as a customer, they do the things that should have happened in the first place. Customer service is like pulling teeth it seems