Upsetting New Customer(for now) Tale of Woe.

I will try to be brief, although it may be tough given the circumstances..

I am a new Comcast customer who scheduled an installation for today between 11-2pm HD/DVR Combo(quoted $8 after taxes), showtime for 6 mo, rental modem and router, $69.99/mo double play and asked that I be called 15 minutes prior to the technicians arrival so I could get home(I work down the street). I triple confirmed this as with a move, starting a new job, other personal issues, this was the last thing I wanted to worry about.

Today I get a call from dispatch saying the technician is at my door. I let them know the situation, they consult the tech, and get back to me with "he says he'll take care of something down the street and be back in 15 minutes" "so I should leave now?" "yes, head home now."

So I do, and wait, and an hour later, no technician. I called dispatch, which ended up being an endless loop, then called 1-800-comcast and was connected to someone who put me on hold for 10 minutes at which point someone picked up and said "Hello, thank you for calling Comcast" so he had obviously no clue what was going on. I explained myself again, and he let me know that he couldnt call the tech as his computer only shows badge numbers, but the job looked open, and the best he could do would be to reschedule 1-4pm, 4-7pm. I told him I didn't want to do that as I was already away from work for over an hour and just wanted to know if this person was going to be coming or not so I could plan accordingly. Luckily, the tech finally showed and had never told dispatch he would be over in "15minutes" he said he would take another job in the area and THEN be over. Which is fine, its not his fault.

When he goes to install cable and internet he has a basic cable box, and a modem. No router. No HD/DVR. He calls dispatch who says he can switch the box for $14.99/mo, and lets me know I just need to call back into Comcast HQ to get that straightened out as those guys have to quote the hardware from the book price, which makes sense I suppose. He installs the HD/DVR box, and I just pass on the router because a.) he doesnt have one b.)ill just buy one from amazon since its such an issue.

I called into comcast customer care and explain my situation to a friendly rep looking for some resolve and she says the best she can do is a $20 credit to my account, and that she is unable to negotiate hardware prices. I believe she felt bad about my situation, she wasn't the one that quoted me improperly. Also, it makes sense that hardware would be a standard price since its a physical object and not a service, so my sales rep is looking more and more like a jerk. I ask to speak to her supervisor because I know her hands are tied.

I speak to him, and he is friendly as well, but his hands are also tied at $20, he can't even apply credit to future months, or help with the HD/DVR issue and he was the highest up in his department with no one else to transfer to. I told him to leave my case unresolved and that I would call back in a month regarding the same issue. He understood I deserved more credit and I really do, because this is a retention issue! I haven't even turned on my TV as a new customer and I am dealing with all these issues. $20 is what I probably could have gotten from the installation rep with all the miscommunications on that front. I am not money grubbing, but another factor in all this is I was looking at Verizon/Direct TV packages which are available in my building. It was $74.99/mo locked in for 1 yr, 1 y showtime, free HD/DVR services and called Comcast regarding the competition's offer.

No price matching was available to me, but I was told I had 30 days to see if Comcast comes out with something comparable, and that they would waive installation, and make the HD/DVR more attractive, and offer this and that, which made it seem like a comparable serivce when all was said and done and I went for it.

So now, some sales rep is receiving kudos for bringing on a new customer, screwing me with regards to price/services and countless complications on this service and I'm not even a day into this plan! When all the reps understood that more should be done about this service and they can't, what kind of business is Comcast running? The supervisor let me know that a new 'customer resolution' plan was rolled out last week dictating what people can and can't do in helping with customer issues, but I remember when my friends would tell me their HBO was down for a day a year ago and they would be credited $20 no questions ask. Then I, as a new customer, with a legitimate concern(not that their qualms were not valid) am not receiving the kind of care that I deserve, it just blows my mind. When your own employees are exasperated that they can't do more, doesn't that say something?

I might yank Comcast services if this isn't resolved, but I really can't pick up the phone again today because I spent 2hr at home and 1h10m on the phone just before with a rep getting nowhere and have to explain this all to my new boss who I'm sure would rather me do my job than worry about a Comcast sobstory that kept me away from my desk for so long.

I am so irritated and upset by this situation and hope someone might be able to help.

Many thanks.