Comcast backs out on their word

On Sept 7, 2008 Purchased a new Emerson LCD television. When I tried to program my Comcast remote to the TV. I could not make the TV turn on/off with the remote. I exhausted all the codes in the instructions and tried a code search, (as described in the instructions), without success. I called Comcast for help
The first call resulted in no help at all. The person I spoke with talked down to me implying (in my mind) I was not capable of following the instructions.
My second call results were the same. The Comcast person gave me several codes to try and none of them were even recognized by the remote. This person told me that I had to call the manufacture to get the codes. I asked for a supervisor and was advised someone would call me back, no one did!
When I called them, (the manufacturer) they said they did not give out any codes to the public. Still frustrated I called the manufacture a second time and this time I was given some codes that did not work at all.
My third call to Comcast was on Sept 9, 2008. The Comcast person I talked with, (John employee number 25079), said that Comcast was waiting on new codes to come from the manufacturer but thought a service tech could solve my problem. During this call I asked questions regarding high Definition TV, (since I now owned one). John explained my options and costs. I asked about a DVR box which he also explained. The conversation continued as I related some poor experiences with Comcast and my internet and the fact that I was stuck with Comcast as a provider if I wanted cable access because of a contract with the owners of my apartment complex. I explained that the last visit from a tech (a couple of years ago) regarding a slow internet connection was a complete disaster as the tech applied changes to my computer that took a month to straighten out. I should interject here that I am a retired system analyst from Xerox Corp. and have the necessary expertise to understand (after the tech left) what he had done was both ill advised and very naive on his part. A subsequent call to Comcast to complain that not only did the tech mess up my PC but he did not improve my connection speed. A new tech was dispatched and he told me that my speed would not improve until Comcast upgraded the wiring within the building and there was nothing more he could do to improve my service.

John offered me a $40.00 one time reduction in my current bill, a discounted rate (for 6 months) on my internet and a break on the cable charges if I agreed to get the HD upgrade and the DVR box. I said okay. I asked about picking up the box and doing the install myself. John said that he would need to send a tech (AT NO CHARGE) and that this tech would also address the remote problem. The tech was not able to program the remote and his actions were such that I was not going to let him mess with my computer.
John had given me his employee number stating that if there was any problem I should contact him directly, (using his employee number.). I tried in vain for two days to get someone from Comcast to direct my call to him. I was told among other things that "We just don't do that".

I finally gave in a tried to explain to another customer service rep my problem. By this time I had looked up my bill on the internet and found that the promised $40.00 credit was given (on Sept 9) and taken away on Sept. 10.
The new person told me that did not know why the $40.00 was taken away but would find out. She also said the problem with my remote was in the remote and she would send me a new one. I was also given several codes by this person to try when I received the remote. These codes were all 4 digit codes and I told her that previous Comcast people had given me these codes and they did not work. She assured me one of the codes would work.
The remote came and I attempted the above mentioned codes only to find the same situation, i.e. the remote did not even recognize the codes. I tried all of the five digit codes from the instructions and from those given to me by different people at Comcast, all without success.
Faced with the, by now, unpleasant task of calling Comcast I dialed the number shown on the letter I received with the new remote. I asked for a supervisor. I was told they were all busy and someone would call me back. my call was returned that evening. I AGAIN explained everything to date. As to the $40.00 I was told that "We do not pay for aggravation". I cannot put to words the anger I felt. This supervisor also said she would call the manufacture and get the codes and call me back.
A day later I had a message from her on my voice mail that she made no headway with Emerson. She also stated that she was sending a tech out to solve the problem on Oct. 8, between 12-3 pm. I immediately returned the call and had to leave a message that the time and date was not acceptable to me. I requested a call back.
No call back was received.
On Sept. 29 I again braved the Comcast customer service arena. I called the number left by the supervisor. A recording advised that the line was busy and I could either wait on the line or leave a call back message. I left a message. No one returned this call. On Sept 30 I called this same number back and again received the message that the line was busy, this time I elected to wait on hold and wait I did for 35 minutes without answer. I hung up waited ten minutes and tried again. This time I waited 45 minutes without an answer. determined to talk to someone I called the number from the letter that came with the remote. The person I talked to (after I had to re-explain all) said she could reschedule the date. I said I did not want to that because now on time of all of this I received my Comcast bill and was charged $21.85 for the tech that came out Sept 9. The rep. assured me I would not be charged for the service call and I rescheduled for a time convenient for me not Comcast. The conversation went on with this person telling me that the person that initially promised me the $40.00 credit put in the wrong codes, the codes were for Comcast phone. I do not have Comcast phone (Thank God). I said it was my understanding it was for the previous problems I had with Comcast. Her reply was since in my new agreement with Comcast my internet bill was reduced for six months I was not entitled to the $40.00. She further stated that the $21.85 for service was normal no matter what John said.

I guess it is Comcast practice to lie when ever they think necessary to secure a sale or get rid of a complaining customer is acceptable because it falls under the heading of AGGRAVATION and we know that "We do not pay for aggravation".

So, again I wait for Comcast to find some new way to aggravate me because its free and it is what they do best