He never returned my call.

I gave it about a week or 2, and then called him again, once again leaving my number.

He never returned my call.

At this point, I just gave up on trying to contact him, being as he clearly wasn’t interested in resolving this. Obviously, ‘comcast cares’ is just a lot of empty, false words, as I believed.

(BTW, I am STILL getting screwed by Comcast every which way. At THIS point, the $114.99 is up to $157. Not to mention having my “service” shut off this month and a “reconnection Fee” applied DESPITE my paying the bill ON TIME. And STILL the Internet I was offered is not being provided.)

In May 2009 I entered into contract to upgrade my services with Comcast. I was told I would receive cable, phone service, and the highest available speed internet service for the price of $114.99 all inclusive (taxes, modem, etc.). I confirmed the price & services with the Comcast representative at least SIX times to make SURE there was no misunderstanding. I agreed to the offer as offered to me by the Comcast representative.

I have since been overcharged TWICE: the first time was an “error” of approx. $30-35. (which was later resolved). My last bill was for $130.31, NOT the $114.99 I was REPEATEDLY promised. Calls to Comcast (Ann\Amy?) to resolve the matter were absolutely useless (she claimed the extra charges were for modem rental & taxes, NEITHER of which were stated as ‘extra charges’ by the original representative when I accepted. I had been told each time I asked that the 114.99 cost included EVERYTHING), and a promise of a call from the supervisor from that representative never came. I went to the local Comcast office on tuesday, where, not only was it not resolved, but I was informed I was not even getting the promised highest speed Internet EITHER.

On 9/14 I called the Comcast Escalation Department [1 (866) 279-5024) and spoke to David. I was essentially told, ‘I’m sorry, but these are our packages & prices & there’s nothing we can do”. He suggested I “misunderstood”; I find it difficult to accept that I “misunderstood” an offer I CONFIRMED 6 TIMES with their very own representative.

I am not being provided the agreed-upon contracted services, and am being overcharged even for the services I AM receiving. The ‘package’ as described to me since by Comcast’s subsequent representatives (‘Ann\Amy\David’) is one I would NEVER have agreed to or accepted had it been offered to me at the time. Comcast & it’s representatives are practicing price-gouging & fraud, and I do not see why I should have to pay a bill that A) is in excess to what I was told SIX TIMES & agreed to B) is not providing the promised offered & agreed-to contracted services.

All attempts to resolve this with Comcast have proven absolutely fruitless.

UPDATE: I received a call from Richard Spence,Executive Support\Research Specialist, West Palm Beach Region, Office of the Vice President (866) 279-5024 approximately 2 weeks ago. After explaining my complaint with the Department of Agriculture & Consumer Services against Comcast, he told me he would get back to me next week and they would try to work something out to my satisfaction. No offer was made, and today I received a letter from the DOA&CS claiming they had closed my case, following correspondence from Mr. Spence which consisted of false & misleading information on his part.

So now we can add ‘lying to a government agency’ to the list of charges.

I recently emailed Comcast to inquire as to why I was able to access SOME but not ALL of the special free OnDemand Holiday “screensaver” shows. My email stated:

“Although I can view a couple of them (snowman, Yule log) most will not play. All I get is a black screen. I am being careful NOT to choose from the HD listing. Do you know if the problem is on your end?”

In response I got a canned message that makes it obvious no one ever really READ my message. It refers to a possible wiring problem, cable connections, etc. Since I’m getting SOME of the shows, it should be obviously that the problem is NOT with my wiring! Finally, their response says I should call them.

On the one hand, Comcast tries to encourage people to use email but then doesn’t bother to respond properly to those emails and just tells us to call.

This is why so many customers are frustrated with Comcast (and other big companies).

I’m glad that Comcast has realized that Customer Service is what makes a company strong and will determine long term success.

Thanks for the informative interview.
MB

As our customer portal site, we have big plans to help people get more out of their Comcast services. Our blog will be a place to solicit user feedback on what we should be building and to surface what’s in the works. The blog should be live by next week! Hope it addresses your suggestion.

Inspired Worlds,
I do want to clarify most of our interactions are via email not in the blogosphere. My background is in Customer Service and what you see with me is the same through all channels. I have never worked in PR or marketing. I really do not have an interest in those areas. I simply like helping people.

Thank you everyone for the kind words!

Frank Eliason
Comcast
frank_eliason@cable.comcast.com

How about for all the other angry customers that don’t have twitter?