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  • problem

    Luis Gomez replied on January 29, 2009 21:44 to the problem "Unreliable service. Inept customer service. Inconsistent customer service line. Frustrating user experience." in Comcast:

    Luis Gomez
    SO, after all that and making some noise online, I am relieved to say my linsys modem is up and running now and the connection has been stable ever since.

    The problem WAS the comcast modem. Maybe you should look at that.

    Advice for anyone having the same problem:


    • get up early

    • brew some coffee

    • before calling, try sending messages to @comcastbill and @comcastcares through twitter. They seem to know a bit more about resolving issues like this.

    • prepare to be on hold for a while or maybe have to call more than once. Even if you call tech support and they are open, billing needs to be open too. Don't set yourself up for frustration and just call during hours when you know everyone will be there.

    • have the new modem's MAC address, brand and model handy

    • they may say they will send a technician. say no and call again. try the process again. waiting for a tech should be the last option



    I hope this helps someone.

    Cheers.
    Do you think this solves the problem? Mark it as solved
  • problem

    Luis Gomez replied on January 27, 2009 22:20 to the problem "Unreliable service. Inept customer service. Inconsistent customer service line. Frustrating user experience." in Comcast:

    Luis Gomez
    Mark, hi. How can I send _you_ my info?
    Do you think this solves the problem? Mark it as solved
  • problem

    Luis Gomez reported a problem in Comcast on January 27, 2009 05:35:

    Luis Gomez
    Unreliable service. Inept customer service. Inconsistent customer service line. Frustrating user experience.
    Unreliable service. Inept customer service. Inconsistent customer service line. Frustrating user experience.

    My connection drops at least three times per week. We suspect the problem is the Comcast-provided modem (we = some of your reps and I). I have my own Linksys modem which I've tried to add to the account a few times but there always seems to be a problem with your customer service.

    Calling your f***ing 800 number is one of the most frustrating experiences in customer service. You have some truly inept reps. The phone system transferred me to a total of four different individuals. It asked me to authenticate and verify my details every time and then your reps asked for the same information yet again. Why? Why? What's the point of having the IVR ask if you are going to ask again? Explain that to me? Your system sucks!

    After nearly an hour trying to get someone with a brain, the admittedly very patient girl that finally took my call told me I had to call back again during x hours because billing is closed and they need to remove my old modem from my account so we can add the new one. Why? I don't know. It doesn't make sense to me. I don't care about the charge being there. I want my connection NOW!

    By the way, whomever you have looking at the @comcastcares and/or @comcastbill twitter accounts appears to be more efficient. Hire more people like them. It's hard to believe sending a message through twitter is more likely to get the issue resolved than talking directly to a human being.

    You suck.
  • problem

    Luis Gomez reported a problem in Blinksale on January 07, 2009 01:40:

    Luis Gomez
    Blinksale credit card update render error
    Hi! I just noticed a problem that happens when the systems finds one needs to update one's credit card.


    Screenshot
  • problem

    luisgo reported a problem in Mint.com on January 06, 2009 05:49:

    luisgo
    Please make update failures more obvious. This is important.
    For a week now, I haven't seen any changes on my balance even though both the site and the iPhone app fail to show (clearly anyways) a failure logging into my bank account. I realized because I got suspicious and went to my bank's site myself and noticed they were requiring some action on my part.

    I went back to Mint.com and took a closer look. It in fact does attempt to let you know but the error is not visible enough. It's simply a light yellow exclamation point. Not very effective.

    The iPhone app does not even show that. It simply claims to have updated normally.

    Both should be changed to reflect this failure better.
  • idea

    luisgo shared an idea in Citibank on January 06, 2009 05:40:

    luisgo
    Citibank neglects to upgrade and integrate their technical infrastructure.
    How about getting Citibank to upgrade their systems and, while at it, get proper training for their reps?

    - Site reported I needed to supply my new card information (replacement card, same accounts and PIN) in order to log in.
    - An error stated there were temporary delays and I should try later.
    - Tried a few times over the course of a few days. Same error.
    - Called toll-free line.
    - I had a mistake in the account number. I was using a number for an account I closed months ago. My bad.
    - I suspect the next step is to try to log in again since I was making a mistake.
    - Rep claims I have to go through the process of setting up my card with a new login name. WTF?
    - I ignored the directive and tried to log in again. The old log in worked fine.

    A) fix the messaging on your site. This is one of several problems I've had caused by the same type of useless messaging.
    B) upgrade your systems. For example, why do I still see accounts that have been deleted years ago? I don't care, hide them. Why do I get 6 am calls when I've told you 1000 times I moved from the east coast to the west coast but kept my number? I know you base your calls on area code. Get an upgrade. Numbers have been portable for a few years now.
    C) Train your inept support staff.

    I am tired of dealing with Citibank.