Is Comcast capable of customer service?

Comcast’s customer service, in my short relationship with them, could best be described as ‘snatching defeat from the jaws of victory...’ to paraphrase Winston Churchhill. Where does one begin in describing a chain of customer-service blunders which seem systemic to the organization? Let me begin with my real new sales confirmation number which any supervisor could probably explore to see my sorted tale. The ticket number/ conformation number is 618024. My sales conformation number was 249437423 and I reside on Virginia.

I was attracted to Comcast via a delightful promotion offered through Acceller-Digital Landing for an Amazon gift card in addition to Comcast’s teaser rate of 6 months of High Speed internet at 19.99 per month. Neither agreement has been honored. Do you think in three months of wrangling with Comcast I would have earned the privilege of speaking to a supervisor? Oh no, and I have never been able to reach the same customer service rep twice.

Here is the long and short of the matter. I received a conformation number from Comcast on 12/15/2007. In spite of daily calls I did not enjoy installation of cable until 01/23/2008 after the installer broke the first appointment! One customer service tech was compassionate enough to promise to extend the 19.99/month offer for another 6 months for my trouble. However, instead of the 12 months at 19.99, billing has reverted to $33/month after only three months. Evidently by the time the ‘install’ took place the 6 mo. program had expired (which is now my problem). Do you think I could ever find that customer service tech.? NO! No one knows Douglas or the extension he gave me and I have yet to be able to reach a single supervisor! This inability to engage management is by design and makes the bureaucracy almost impenetrable. I am angry enough now, however, to go to any means necessary to remedy the sloppy handling I have endured with Comcast and I have meticulous documentation to do it. I will begin with the BBB and proceed with more aggressive measures until right is done.

Sincerely,

Simple Expectations