OK. This is a rant. Want to get that out on the table now. If anyone here works for, or has friends, family, pets, or whatever working for this company I apologize in advance.
Here goes:
A couple of weeks ago I was working from home while my car was being serviced. In order to work from home, I have to VPN in to my company's network via the internet so I can access our portal, work log system, etc. Logged in around 8:30am, no worries. I'm working away. I get on a conference call at 11am. Things are OK until 11:30am when my internet goes out. Crap! Can't access the network or see what is going on in the virtual meeting space I was in. Call ends. I call Comcast. Recorded message says "There is an outage in your area, We expect it to be resolved around 3pm EDT. Great. Can't really do anything but wait.
I text my boss to let her what is going on. She promptly gives me crap for not being able to log in to the network. Right, I planned this outage so that I could sit on my a** with no access to a vehicle. Anyway, 3pm rolls around, internet is still out. I do see a Comcast truck roaming around the complex. Never a good sign. Well, the dealership calls at 3:45 pm and says my car is ready. They send their shuttle to pick me up. Get my car and head to school as I had a class that night. Come home from school at 11pm. Still no internet. Go to bed. Get up the next morning. Still no internet. Head to work, Go home. Still no internet.
Call Comcast when I get home from work before leaving for my studio session. Woman I get on the phone tells me that a work order was opened for a signal bleed in my condo. Hmmm.....I never talked to anyone about opening a work order but whatever. She says that a technician left a note on my door the previous afternoon. I tell her, "Um, no they did not. I was home all afternoon and no one knocked on the door or left a notification or called me." She says, "yes they did." Well whatever, I ask her to send out a technician on Saturday to come and resolve the problem. She actually tells me "We don't schedule weekend service appointments." I was speechless. Are you kidding me? You don't do weekend service calls? I have had Comcast in my house on Saturdays. In fact they set up my internet connection on a Saturday. They've been to my Mom's house on weekends. I totally called BS on that statement. I asked to talk to a supervisor. She says "They will tell you the same thing. We don't do weekend service calls." At this point I'm about to lose my temper. I tell her that I'm done speaking to her and I would call back and hung up.
Called them from work the next day. Got another person on the phone. She says that the earliest they can come out is the following Monday. I tell her that will not work because I can't be there during the day as I have to work. I can't work from home without the internet. She says, let me see if I can get a technician out on Saturday. She comes back on the line and confirms the appointment for 1pm - 4pm that Saturday. Great. I wait around on Saturday for the technician. 3pm and no sign of them. Call the service line. It tells me your appointment has been rescheduled for Sunday." WTF! Why is this going on? Go through the pre-recorded prompt hell to get a person on the phone. She has no explanation for what happened but they will definitely be out on Sunday between 1pm and 3pm. Great, now I have to waste another day waiting for these clowns.
Sunday. Waiting. 2pm. No technician. Call Comcast. "Your appointment has been confirmed for Tuesday." ARE YOU F***ING KIDDING ME!!! Go through pre-recorded prompt hell again. Get yet another person. Immediately ask for the supervisor. Wait 20 minutes. I swear they were trying to wait me out so I'd hang up. Anyway, This a**hat gets on the line. I go through the spiel of what has been happening. He says "We had a technician out and they found a problem on the pole." Well, that's a load of crap. I can see the pole from my window. There was no sign of a truck all day long. Whatever. He says "Well you don't have to be home on Tuesday for the appointment. The problem is on the pole." I say, "Well if the problem is at the pole, and they were out there on the pole today, why didn't they just fix it then?" No response to that. He says "We will definitely fix it Tuesday and you don't have to be home." OK. This better be the end of this. It wasn't.
Tuesday. I'm at work and in meetings most of the day. See I have a message on my cell phone when I had a minute to go back to my desk. Guess what? It's from Comcast. "We were at your residence today but no one was there. Please call to reschedule." Unbelievable. Call them again. They say, no the problem is definitely in your home. OK. I argue back and forth with this guy and he transfers me to a person to schedule yet another service call. Fight with them to get them to send someone out on Thursday in the late afternoon, between 4pm and 7pm.
Thursday. Have to leave work early to meet the Comcast guy. That does not go over well with Ms. B**chy Pants Boss. Comcast shows up at 7:00pm. Tech comes in checks my router and modem. Both are fine. Yeah, could of told them that. He says he needs to check the electrical closet for the building. He's gone about five minutes. Comes back. Everything is working fine. The problem was that a Comcast technician broke the connection on the splitter in the service closet for my building. They were working on an install for another unit in the building the morning my service went out and they snapped off the connector for my unit. They just left it. UGH! Anyway service is back up after being out for over a week. Is this the end??????
NO!!! Got my bill yesterday. They were supposed to be crediting me for the time I had no service. Guess what? They were trying to charge me an extra $40 for sending out a technician! Are they kidding me? I have to pay for them to fix a problem they created? Called them again yesterday. They agreed to remove the $40 charge.
Unreal. This is absolutely the worst customer service I have ever received from any company I've ever dealt with. I'd switch service providers if I could. Unfortunately, Comcast is the only provider in my town. FIOS does not service my town and there are no other options. I may have to fly to Philadelphia and kick their CEO straight in the n*ts!