Depending on which telephone option you select when you call, you will reach a different state or country each time you call.
A technician came to my home in June to fix an issue with tiling on all of my HD channels. He determined it was caused by a faulty splitter on the outside of my house which he replaced. My billing is setup on Auto Pay and I noticed on the following statement that I was charged for a $50 service call. I knew this was a mistake since customers do not pay for service calls caused by faulty outside equipment/wiring. I called Comcast and a woman with an accent answered "thank you for calling Comcast home of the customer guarantee" and promptly began reading from a script. I explained the situation, she said "no problem, I will issue a refund for the $50." She was rude, abrupt and I had no doubt she was reading from a script the entire call. I didn't believe what she told me, so I called back after about 5 days to confirm if the credit was issued and this time I selected a different phone option. Another woman with an accent answered. I asked if the $50 credit was issued. She said that not only was the $50 credit not issued, but there was no mention in the notes that I requested a $50 credit. The only thing the previous rep wrote was that I called in reference to the $50 service charge. The rep then went on to say I was charged because my equipment was faulty and I should have checked all the connections on my equipment and wiring before I scheduled the appointment. I told her that I did indeed check all the wiring and connections before I scheduled the appointment and that the problem was with the wiring outside the home, NOT inside the home. I should not have been charged for the service call. Since I know that Comcast has outsourced call centers in other countries, I was curious and asked if the previous rep was located in the U.S., she said the rep could have been located in Connecticut, Costa Rica or the Philippines, she couldn't really tell. I asked where she is located and she said Texas. I asked when I can expect to receive the credit for the $50 service call. She said that she is not authorized to issue the credit. I asked why she isn't, and she stated she can't issue a credit above $14 because she is not located in the call center where I live; only someone in the call center in my state can issue credits higher than $14. She then told me that she will submit a request for a $50 credit which will show as "pending" for two weeks or more to get approval and I will have to wait for 1-2 billing cycles to find out if the credit has posted. A supervisor in the call center where I live will review the notes on my account and then will determine whether or not I deserve a refund for the $50. It will depend on how good her notes are, she told me. I can't reach anyone in my area, because it is an outbound collections call center. I posted a complaint on the Xfinity web site Help and Support forums and received a generic response to send an email to We_can_help@cable.comcast.com. Of course they haven't responded back to my email yet.
No apology, no "I'm sorry you have to wait to receive your credit" and no "I'm sorry you were lied to by the previous rep". What does it take to get decent customer service and a refund from Comcast? Apparently a miracle!
Comcrap, home of the worst customer service guarantee.
Product or Service Mentioned: Comcast Account.