posted November 17, 2009
I've read a few times about people who can't wait for those cables to make their way to their house; well, here's my reason. Follow along... this will be fun.
I called AT&T technical support for help with my internet service. To make a long story short, it turns out that they couldn't assess the problem so they would need to send a tech out. Great. Too bad they only send people during normal business hours. Yeah, pretty sure I can't leave work to wait on a tech that is supposed to be there between 1-5pm. When do they usually show? That's right... 5:30.
After hanging up I decided to put on my inspector gadget hat. Woohoo. I found the problem.
But, instead of waiting on the phone for another 30 minutes, I decided to try to cancel my service call online. Then... this is where it gets good. (names and numbers omitted)
System: Welcome Brian
System: Connecting to server. Please wait...
System: Connection with server established.
You: Technical Support Topic: High Speed Internet (DSL)
System: Tech has joined this session.
System: Connected with Tech: Thank you for choosing AT&T Internet Services. My name is XXX. Can I have your DSL number so that I can pull up your account?
You: Good evening XXX. XXX-XXX-XXXX
Thank you.
Tech: How can I help you today?
You: Well, to make a long story short I just got off the phone with support an hour or so ago. They tried to run a diagnostic and couldn't. Then they requested we schedule a service call. After that I tried a few more things and discovered the DSL filter that I was using for the modem was "bad." When I used another filter from another part of the house the phone and modem worked.
Tech: OK.
You: So in short, I didn't want to wait on the phone forever to cancel the service call, but I did want to find out if you could ship me another filter.
Tech: Sorry to hear that issue.
You: Hey no problem, I'm just glad I could narrow it down before the tech got here.
Tech: But we don't have the ability to cancel the appointment and to make you an order for a filter. You have to call the technical team for that matter.
You: Can you have someone call me? Like I said, I don't want to sit on hold for 30 minutes to cancel the call, but I also don't want to waste your time and have someone come to my house without reason.
Tech: Sorry for that as well. We cannot sent a outbound call.
You: So what should I do? When they show up just tell them to leave? That seems like a waste. Would they have a filter they could give me?
Tech: No. Please call the technical team. The call will be answer immediately.
You: Really? Wow... ok, I'll do that. Thanks.
tech: You're welcome. Are there any AT&T products or services that you need assistance with today?
You: I would like to know how much it would be to install another phone jack.
Tech: The price will be disclosed as well by our technical team.
You: I'm sitting on hold James.
tech: Let me check.
You: Thank you.
tech: Please dial it again after five to 10 minutes.
You: Thanks for your help James. Maybe another day.
ob855q(James Labrie): You're welcome.
Come on EPB.
And, because I couldn't take it anymore, I did wait on the phone to speak to someone else. They couldn't give me a price for another phone jack. They wanted me to call another number. And they want me to pay for another DSL filter. I should have wasted their gas. Sigh.
Brian Stewart
Soddy Daisy
* * *
OK, Comcast. After four phone calls today, over 20 punches on the keyboard and a total of 57 minutes on hold, I finally got a human being. As usual she was clueless and uncaring. I asked nicely four times to be connected to a manager or supervisor in billing so I could verify my exact bill as compared to the new EPB package.
After several minutes on hold again, I got a person in the Knoxville service (yeah right) center. He advised he was not a manager or supervisor but a Escalation Team Management team member. He did say, “I can e-mail a supervisor and have them contact you within 2-3 days to discuss your issue.” Well, my issue is total lack of customer service, being constantly lied to, and being on eternal hold.
He eventually placed me with another CSR in the customer service department, even though that’s where I called the first time. He advised that he would transfer me as a “warm transfer,” therefore foregoing all the initial verification process.
Well, of course, that didn’t happen. The new CSR immediately stated that she could do nothing without the last four of my social first. When I told her that was illegal to even ask (federal law supports this at IRS.gov.), she advised that she would hang up if I did not verify that info. I initially gave them my last bill, date paid and check number for verification.
I asked for her supervisor, and all of the sudden she was not available, even though she was just a few minutes earlier. The second CSR finally stated she “would try to assist me.” After asking for a comparison to EPB to see what they would offer to keep me as a customer, she finally agreed to do whatever she had to do to satisfy me. Her one and only offer was to lower my bill $22.75 per month for only six months. After this the call started to go downhill, needless to say.
Comcast continues to amaze me as to their total lack of customer service, their condescending attitudes and their shortness with customers. So I just wanted to say thanks Comcast for over 20 years of your nonsense. I have spent over $14,400 with you in that 20+ years. I am not a valued customer in your eyes and have already set in motion the new EPB product and services.
EPB has signed up over 2,000 customers in the first two months. Thank you to the city of East Ridge for allowing a competitor to come in. I'm looking forward to my days with a new company. By the way, I will wait the 2-3 days already mentioned, to see if a manager or supervisor really calls me.
Andrew Mullins
East Ridge
AMullins40@comcast.net
* * *
Mr Mullins,
I hate to be the one to break this to you, but you are not very likely to receive a reply from Comcast. I, too, had a situation I needed resolved on October 29. I had questions about an item that showed on my bill and wanted an explanation. I called the Comcast number, jumped through the usual hoops for them on the phone and finally talked with a lady named Toni. She could not assist me, and I immediately asked for her supervisor.
After waiting online another 10 minutes, a person named Mark answered and attempted to assist me. He, too, was unsuccessful in handling my original question and current dilemma. Next, I proceeded to ask for his supervisor, who wasn’t available at the time, (I did learn his name was Christian). Mark assured me that Christian would call me within 24 hours to resolve my issues. Today is November 18, and I have not received a call from anyone at Comcast about my concerns.
Some of you might ask me, “Why didn’t you call a second time?” Actually, I did call a second time on November 4 and asked to speak to Mark (since he was the one that assured me of the return call I never received), but he was not available. I then asked for Christian (who also was not available), and had to settle for leaving him a voicemail. I did leave him a message informing him of my displeasure that I had not received a return phone call from him, as promised by his co-worker. I also asked Christian to return my call, but that obviously was an effort in futility, as he has yet to contact me.
The amount of time I stayed on the phone trying to resolve a simple billing issue totaled 42 minutes. To this day, Comcast has shown no interest in resolving my situation, answering any questions I have, or revealing any indication of customer interest to me. it truly amazes me that any company, such as Comcast, would spend enormous amounts of money in advertising to get people as customers only to lose them to competitors because of lack of care and poor support. In my opinion, EPB can’t be made available fast enough for me.
Dave Dameron
D84tns@yahoo.com
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