Re: The Death of Customer Service...
I know Comcast/Xfinity and bad customer service is like saying "man, I went out in the rain and got wet", but have a new one for you all.
Apologize for the long post:
We had a storm two months or so ago, lightning hit my neighbor's sensor nightlight in their front yard. Close enough to take down power to the house and take down a computer through a pretty big UPS. Thankfully everything survived but the modem from Comcast got hit. So I do a chat with Comcast, guy seemed nice enough and nothing worked on their end. I ask to get a modem mailed to me or if I can take it to the local office.
Agreed to take the modem to the local office for a switch, never signed or agree to anything, turned down the usual promotions. Next day I swap the modem out, local office people said a bunch of people have been coming in for new equipment and casually toss me a new modem. Everything seems fine until I check my bill. I find out the tech guy I texted to through the app upgraded us to the most expensive TV + Internet package, we're talking 250$ a month on his own.
Called Comcast, they seemed dumbfounded that a random customer rep could make that type of change to an account without any sort of agreement, checked my chat log and passed it up to Comcast Corporate in Philly. So a couple days later I get a call from Corporate in Philly. Corporate rep says she has no idea how the regular customer service rep did this as she can't even make any changes on her end without sending me an email to agree on and admits the normal rep did it on their own volition.
Eventually it gets worked out over two weeks due to billing cycles. Then I had to call back into regular customer service to get the credit Corporate said I'd have applied to my account as the Corporate rep didn't add it monthly.
I know Comcast/Xfinity and bad customer service is like saying "man, I went out in the rain and got wet", but have a new one for you all.
Apologize for the long post:
We had a storm two months or so ago, lightning hit my neighbor's sensor nightlight in their front yard. Close enough to take down power to the house and take down a computer through a pretty big UPS. Thankfully everything survived but the modem from Comcast got hit. So I do a chat with Comcast, guy seemed nice enough and nothing worked on their end. I ask to get a modem mailed to me or if I can take it to the local office.
Agreed to take the modem to the local office for a switch, never signed or agree to anything, turned down the usual promotions. Next day I swap the modem out, local office people said a bunch of people have been coming in for new equipment and casually toss me a new modem. Everything seems fine until I check my bill. I find out the tech guy I texted to through the app upgraded us to the most expensive TV + Internet package, we're talking 250$ a month on his own.
Called Comcast, they seemed dumbfounded that a random customer rep could make that type of change to an account without any sort of agreement, checked my chat log and passed it up to Comcast Corporate in Philly. So a couple days later I get a call from Corporate in Philly. Corporate rep says she has no idea how the regular customer service rep did this as she can't even make any changes on her end without sending me an email to agree on and admits the normal rep did it on their own volition.
Eventually it gets worked out over two weeks due to billing cycles. Then I had to call back into regular customer service to get the credit Corporate said I'd have applied to my account as the Corporate rep didn't add it monthly.
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