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When Comcast's customer service was of little help to me, I decided to provide my own help

Problem: Xfinity will not support Samsung Smart TVs for HBO Go. What is the problem? A program I can only access via HBO Go can only be viewed from a mobile device?!?!? Mike > My Issue: Xfinity will not support Samsung Smart TVs for HBO Go. What is the problem? A program I can only access via HBO Go can only be viewed from a mobile device?!?!? Michael John > Hello Mike, Thank you for contacting Comcast Live Chat Support. My name is Michael John. Please give me one moment to review your information. Michael John > It is a pleasure to have you on chat. How are you doing today? Mike > Hungry but alive, you? Michael John > Oh, I am fine. Thanks for asking. I really appreciate it. Michael John > I understand you would like to access HBO Go on your Samsung Smart TV. Mike > Exactly. The app would be used very effectively if it was allowed Michael John > Yes, you are right. Michael John > Let me go ahead and check on this. Michael John > Please let me help you with that. I will take care of this for you. Rest assured I will do everything within my means to address your concern today. Michael John > Would you be kind to give me a minute or two while I check? Mike > Thanks Michael John. I can wait Michael John > You are most welcome. Michael John > While waiting, we are committed to providing Comcast customers with a consistently superior customer experience. If for any reason something goes wrong, we will work to resolve the issue quickly and as professionally as we can. Learn more about our Comcast guarantee to our valued customers like you by visiting http://www.comcast.com/corporate/customers /customerguarantee.html?SCRedirect=true Michael John > Thanks for waiting. Michael John > I am now checking on this one, Mike. Michael John > Thanks for waiting. Michael John > Comcast is continually evaluating new platforms to support Online TV partners like HBO GO. However, at this time Comcast has not committed dates to support HBO GO on Roku or Samsung televisions. Mike > How come? This is bologna!!!! Mike > your competitors are supporting Samsung TVs Michael John > Mike, I am sorry about that however we currently do not have the information as to why these devices are not yet supported. However, we can guarantee you that we are in contants talks with our partners. Mike > Is there another way to access HBO Go programs on tv? Michael John > Mike, if you have a laptop, you can use your TV as a monitor for the laptop so you can access HBO Go online. Mike > I'll give that a shot then. I sure hope you guys can partner up with Samsung sooner than later! Also, is there a newer HD/DVR box I can upgrade too? Michael John > Rest assured we are working on it. Michael John > Let me check on the account and see. Michael John > Would you be kind to give me a minute or two while I check? Mike > Yes Michael John > Thank you. Michael John > Thanks for waiting. Michael John > Mike, as I have checked, yes, we can definitely upgrade. However, we would need a triple service. Michael John > We can upgrade your account and then we can upgrade to the X1 boxes. Mike > that is the only way to upgrade a box is with a triple play? I don't need a land line Mike > honestly, who has landlines anymore? Might as well own an answering machine too! Michael John > Yes, that is correct. A triply play service is required. Michael John > This is to ensure you will be able to take advantage of the features the box offers. Michael John > I understand a phone service may no longer be of use however it is still very important. Michael John > For instance in emergency cases, it will ensure we can reach the proper authorities should the need arise. Mike > But I would have my phone on me? Mike > That would be a much faster phone call to make Mike > What if the burglars cut the land line and I cannot reach emergency services Michael John > You are right however this is a distant possibility. Michael John > By the way, would you like to process an upgrade today? Mike > But a possibility none other. Michael John > Would you like to process an upgrade today? Mike > What are the additional costs associated? Michael John > For this concern, I would need to transfer you to my partners in the sales department. They can discuss to you options to upgrade to the triple play package and can assist you as well schedule an appointment for the upgrading of your boxes. Mike > What other reasons do you feel I should be aware of to upgrade to a land line? Michael John > Is there anything else before I transfer the chat? Michael John > Mike, the triple play package is needed for the box to work properly. Michael John > We can definitely leave the service you have right now as it is however we will not be able to upgrade to the X1 boxes. Mike > When is the X2 box coming out? Michael John > Mike, we currently do not have the information of an X2 box coming out. Mike > Will it be more faster, more versatile, than the X1 box? Honestly, why would I upgrade if a new service is right around the corner. Its like waiting in line for the new iPhone only to find out a newer version in a different color case is available 2 weeks later Michael John > Mike, we currently do not have the information of an X2 box coming out. Michael John > As of this time, there is no plan of an X2 box coming out. https://www.comcastsupport.com/chatentry/?Trouble.CableTV.Other|chat 1 of 2 10/7/2013 10:32 AM Mike > I know, you know, we all know....of a better version of the X1 box. They just don't want you to know about it. They don't want US to know about it! Merely due to this conversation you and I are having right now, I may have compromised the plan already Michael John > Oh, absolutely not, Mike. If there is a plan, we can assure you that you will be informed however at this time there currently is no plan of an X2 box to be released anytime soon. Michael John > By the way, going back to your concern of upgrading to the X1 boxes, would you like us to have this set up today? Mike > I fear a land line would lend the authorities to track my movements and listen in on on my conversations. Michael John, you don't understand the severity of these steps they want us to take. The X1 box is another ploy into controlling our lives, the information we gather, the thoughts we think! Michael John > I understand your concern, Mike. Michael John > We can definitely just leave the services you have right now as it is. Michael John > If you plan to upgrade in the furture, please let us know. Michael John > I'm glad I was able to help you. Do you have any other questions or concerns I can help you with today? Mike > I appreciate your concern. I might have to remove myself off of the grid in a sooner than later fashion. Considering we don't have a government at this juncture, do you anticipate rising up in a non anarchist's role into taking over this bankrupt and overburdened society we have all fall victim too? Michael John > I am sorry, Mike. However, I can not provide any comment on that. Michael John > I will have the account noted in case you would like to upgrade and contact us back so we can assist you right away. Michael John > Have I resolved all your concerns for today? Mike > For now you have....for now. I will leave you to assist the waiting few of your monopoly of a company. To push for packages for products we don't need, to include dozens of channels for channels we do not watch, to work with the government to ensure we all are monitored like a new born baby home for the first time. Michael John, I thank you for your hard work. Your time will not go unappreciated. Mike > God Speed
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Review
#451416 Review #451416 is a subjective opinion of poster.
Loss
$5

Comcast in Brady Lake, Ohio - The installer failed to show.

I ordered the Triple Play bundle three weeks ago from today 10/04/13. He was to show up between 3pm and 5pm. He was a no show. They tell me he called me but no answer. That's a lie no one called me. I've been on the phone for 2 and a half hours trying to get some answers. I took off work for this and all I get is one word ( reschedule ). Give me the money lost waiting on insulation and we can call it even. If only someone would call me and apologize. You could a point a team of damage control for this purpose only, and I believe it would help.
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Review
#451083 Review #451083 is a subjective opinion of poster.
Loss
$225

Comcast in Westmont, Illinois - Charged for outdated equipment

I tried to get comcast xfinity again. It's bad enough that they charge so much money for their service. They now even charge $18.00 per month just to be able to watch the basic network channels that are supposed to be free. But they want to charge me $170 for two 6 year old modems that they will throw out anyway because they are old technology and would not be applicable anymore. Now I remember why I left comcast 6 years ago. I decided not to get the service. This is not good customer service. I will look into other options for my tv.
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#450043 Review #450043 is a subjective opinion of poster.

Comcast in Wayne, Pennsylvania - Terrible and incompetent tech support

After 4-5 hrs total time on the phone (my cell, I have VoIP) I finally had the third "2nd tier" specialist convince me my personal modem was at "end of life" as far as their technology goes.... Well, I finally said f it , and drove down to the local Comcast building (btw, I do have to commend them for at least having a b and b vs. verizon, no building at all to talk with someone in person) and the clerks at the window were actually technically savvy! They told me my modem is fine and the only problem was they had me on the wrong "channel" (2 vs.3), whatever that means, anyway I "rented" a new identical modem from them just to "make sure" I could get the Internet and VoIP working ASAP. Well, it did, because the clerk at the equipment place entered the s/n and Mac Id of the rental modem (and changed the "channel"). So after I sequentially brought all my network pieces back online I called Comcast loser support back (took 4x to get a somewhat English speaking person) but then I had him re enter the numbers of my original modem and it all works great (10 hrs later, all the same equip, all the same cables, different IP ( due to all the bs)......... All said,... I would say probably NO to recommending Comcast but when I look at my only other option (Verizon,...humm,..... It's a tough call, I hate to say it but I'd probably still recommend Comcast).
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1 comment
Anonymous
#725860

Look, they outsource their customer service (along with many other companies)overseas and there is your reason for their incompetence. They are from India or Pakistan (no offense to those countries, by the way) but the idiots I've had to deal with completely perplex me.

They cannot speak English well and they certainly cannot "fix" ANY problem ANYONE has!! They read from a script and basically have no clue what you're even talking about.

It infuriates me, I'm telling you..if there was another option you better believe I'd be switching in a second. Ugh.

Review
#449839 Review #449839 is a subjective opinion of poster.
Loss
$300
Tags
  • Internet Comcast verizon

Unreal!!! Comcast is awful!

I called on Tuesday the 17th. The rep and I tried to fix cable over the phone and had no luck. The rep set up an appointment for me. I was told the tech would call around 11:30 the next day (Wed 18th) and would arrive 45 min later. No one ever called or showed up. I waited and call a second time on Friday the 20th. My call was transferred five different times and I never got an answer to my question "Is someone still coming?" I resorted to the Live Chat and a rep told me to expect a tech within 36 hours. No one ever called or came within that time frame. I called for a third time on Thursday the 26th and was told to expect a tech to call and arrive on Friday the 27th. No one had called or came by 12:00 pm so I called for a fourth time. I was told that someone would definitely be here today but the rep could not give me a time frame. I called for a fifth time at 2:30 pm because no one had shown up and I was hung up on after being on the line for 13 minutes (I was very polite and never lost my temper through this whole ordeal). I called back for a sixth time and was finally told that I needed to schedule another appointment...... for Saturday the 28th between 10 am and 12 pm. That is tomorrow. I called a week and a half ahead of time, because I have company coming from out of town, expecting to have this issue resolved. I can only hope someone will show up tomorrow. I am very disappointed in Comcast.
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#449732 Review #449732 is a subjective opinion of poster.

Comcast in Warren, Michigan - Lack Critical Thinking but plenty of harassment

Update by user Jan 06, 2014

Comcast sent me a check reimbursing me for the amount I had paid in excess of my bill, along with a statement that I owed nothing. However, I never received any additional word regarding my personal modem I accidently sent them & no calls have been returned regarding that. So, I'd say I was left feeling neutral - they have my personal property that I'll never see again but at least I don't have to deal with them again either.

Original review posted by user Sep 27, 2013

At the end of May 2013, I was planning to move. At that time I contact Comcast because I was going to transfer my service to my new location. However, I found out they did not offer services in my new location. I set up a date/time to have them pick up their equipment and cancelled services. Yet, the equipment was never picked up. I then moved. In mid-June I received a call from a service guy stating he wanted to set up a date/time to get the equipment. However, when I told him my new address, he said he couldn't pick it up because I lived to far away. He stated someone else would have to contact me and help me. At the end of June I received a final bill from Comcast stating they owe me about $23. Then a few months go by and life happens so Comcast isn't the center of my attention. Then on September 19, 2013 I received a bill from Comcast stating that I owe them $77 -WHAT?! When I call their automated system, it still says they owe me $23 so I search out to speak to a real person. After the run-around and talking to 3 people, I'm asked if she (the lady I was speaking to) can call me back. I give her my phone number - but guess what, no returned call! So, the next day I call again, go through the same run-around. They can't send someone to pick up the equipment because I'm too far away, they won't send me a pre-paid shipping box to return the equipment because I'm no longer a customer, all they can offer is for me to mail them the equipment along with a letter. I mail the equipment like they said - but somehow that's not enough either. It appears I put the wrong modem in the box and returned my personal modem instead of theirs. After a disgruntled phone call, I *** the bullet and drive the 1 1/2 hours to the drop-off location to pick up my personal modem and drop off theirs. However, the guy I spoke with the day before is not and no one there is able to help me. Although the supervisor admits he is aware of what I was speaking about, they don't know where he put my modem or the other equipment I put in the box. They then continue to tell me that the modem I have to return to them has already been checked in with the system - impossible because they never had it! Yet, they tell me that I'm still missing an adapter - stating I had been sent 2 in the mail. I only have 1 TV, why would I need 2 adapters...makes no sense! I told them I have nothing left of theirs, yet they still have my personal modem, and they are insisting I still owe them equipment or $77. They insist the equipment I did return (a modem, an adapter, and the remote) were all checked in previously...but that makes no sense because if it was checked in then how did I still have it in my possession? I ask if someone could've 'checked in' the wrong equipment. "oh, I don't know" is the response. I'm given a receipt for the equipment I returned (which in their system I didn't even have anymore) and told the Supervisor will call me after he talks to the employee who originally received my box and then he'll send me my personal modem. I then drive 1 1/2 hours back home feeling defeated and like I got no where with Comcast. They have the worst customer service caused by disempowered employees who are taught to follow a script rather than to use their brains and think critically about a situation. I shouldn't have to pay Comcast for their equipment mistakes...I just want them to leave me alone! Instead, what do they do - report me to a credit collection agency days after I receive the notice about oweing them any money...that's right on September 23, 2013 I received a statement in the mail that I had been reported to a credit collection agency...just 4 days after I received the statement from Comcast. I WILL NEVER USE THEIR SERVICE AGAIN...I'D RATHER HAVE NOT TV OR INTERNET THAN DEAL WITH THIS HARASSMENT AND STUPIDITY.
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2 comments
Anonymous
#722680

Learn to write...

Anonymous
#722797
@Anonymous

Excuse me? I apologize that I wrote the above statement while in a heated, emotional state and didn't proof-read it prior to posting.

However, my story and concerns are still legitimate and all you can say is - "Learn to write..."

Do you honestly think you're helping the situation? Do you think your comment is truly constructive?

I hope you are never put into the situation I have been in because it sounds like you have no empathy for a fellow human being. Perhaps the next time you leave a comment for someone, you can be a little more constructive or empathetic - how about you 'learn to write'!

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Review
#449705 Review #449705 is a subjective opinion of poster.
Loss
$77

Comcast Customer Service Sucks

OMG!!! I've been with Comcast for about 15 years and it's customer service has gotten worse and worse. I have never had as bad service in my life. Long long long wait times. IF you want to wait that long to finally get someone and then to be transferred around than get disconnected many times. UGH!!! I even went and got a new box today and it still fixed NOTHING. I even talked with a supervisor today and he told me a tech would be here today. NO TECH showed up or even called. ATT&T will be at my house at 9:00am tomorrow. Screw Comcast. They apparently do not need my money so they will no longer have it and I hope more people will get feed up and move their business also. Thanks for letting me vent.
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1 comment
Anonymous
#1191464

I know exactly how you feel. I have been with Comcast since 1994.

22 years and the last year has been a nightmare customer service sucks outloud !! I have been over charged $656.08 !!!

I have tried to get this resolved for over a year. Gave up took all equipment back NO MORE EVER COMCAST U SUCK OUTLOUD!

Review
#449602 Review #449602 is a subjective opinion of poster.

Comcast in Denver, Colorado - The worst customer service ever

I moved, from one apartment to another one within the same building. It took hours and multiple phone calls to convince them that I could do it myself, with no huge charge and tech visit, that it was in the SAME BUILDING! Of course, after it worked for just about two days, the box went out. Now they say that the only way to get it fixed is to have a tech come in, for a charge of (at least) $50 to swap it out, or take the day off work to get to a (so-called) service center and swap it out myself. I live in Denver, right in Capital Hill, right in the middle. Comcast, in it's infinite wisdom, has removed all the service centers from Denver. There are literally none within the city limits! Really, I have to pay them to take care of their own equipment! Or do without! What a scam, I pay rent on the box, and the service is far from cheap! Greedy crooks!
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Review
#449511 Review #449511 is a subjective opinion of poster.
Loss
$250

Comcast in Houston, Texas - You've got to be kidding me!

I was a Comcast customer for business internet since 2005 in California. We moved to Texas and that's when it all went to *** in a hand basket. Since 10/12/2012 we have had outages just about every month with major outages for the past 3 months. Our monthly bill is approximately 150.00. I got tired of all of the down time and loosing money because of it and the absolute lies that tech support told me that I decided to cancel my services. Now they tell me after 8 years as a client, I now owe a disconnect fee of 2,138.00. You've got to be kidding me. My advice to everyone out there is to stay as far away from Comcast as you can.
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#449203 Review #449203 is a subjective opinion of poster.
Tags
  • horrile service
  • lose money

Comcast in Bellevue, Washington - Arrogant, Customer hating company - Customer for 7 years forced to move out

I have been a Comcast customer for 7 years at my apartment - had their "Cable+Internet+Phone" bundle. Was happy with their service & quality till I moved into another house. That's when the nightmare started. First, they couldn't figure out if they could provide service at my new address, event though it is a thriving 25 year old community. Then it took 5 calls and 3 weeks for someone to come over and set the service up. By then we had already decided to move to another Cable and Phone service, so we asked them to just set up the internet. That happened, but they charged me $ 149 for all three services at my old apartment, saying I had not got it cancelled. Worse, the next bill had charges for all three at my new address again! I called them up to fix the bill, but the customer service rep on the phone kept trying to convince me that they had the best package and service. He just wouldn't listen to my request to just disconnect the Cable and Phone. I requested to speak to his supervisor and went all sleazy salesman on me. Didn't get to speak to his supervisor. Called again after some time and this time the customer rep mentioned that they had an introductory offer of $ 50 something per month for internet. When I asked if I could have that, she said no, it was only for new customers, and tried to sell me the bundle again. Next thing I know, I have another bill, for $ 258, for all three services. I went to the customer service center and returned the set top box, but when I brought up the issue of the bill for three services, the lady said there was no record of my having requested a discontinuation, so I would have to pay the bill. Asked to speak to the supervisor. She said he was in a meeting and gave me his business card. Called, but to no surprise, went to voice mail. Have not heard back. My feeling is that Comcast used to be a good company, but they have become too big for their own good. Have become extremely arrogant and have started taking their customers for granted. There should be some kind of legislation to break them up into smaller, more customer friendly companies!
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Review
#449050 Review #449050 is a subjective opinion of poster.
Loss
$400