Glenn Reynolds has been blogging today about Comcast and their general suckitude. He calls the company’s representatives “rude and inept,” which pretty well sums up my encounters with them as well. I’ve held off till now from blogging about my own recent craptastic experiences with Comcast, for fear of letting the blog get too mired in my petty complaints about miscellaneous companies. (I’ve been dealing extensively with customer-service frustration on many fronts recently: Comcast, Apple, my insurance company, and more.) But since it seems to be a hot topic… in the past month, various Comcast employees have, in no particular order:
1) Told me that my standard-issue D-Link cable modem, which I bought at a Best Buy or some such retail giant, wouldn’t work because it’s an “Indiana modem”;
2) Forced me to drive all the way to their office to return an unnecessarily rented modem once I quickly ascertained, after the installation guy left, that my modem did indeed work fine;
3) Tried to overcharge me for installation, in direct contradiction of what the Comcast website said installation would cost;
4) Refused to fix the overcharge by phone, forcing me to (again) drive all the way to their office, with printed screenshots in hand, to prove to them what’s on their own website;
5) Told me that my high-speed Internet service was set up properly when, as a phone technician later acknowledged, there was an “obvious” error preventing it from working;
6) Failed to notice, despite available evidence, that the wiring in back of our apartment building was mislabeled, such that “our” cable input really wasn’t ours at all. This resulted in considerable confusion, whereby the technicians would look at their readouts and declare that our signal was strong enough, while ongoing experience with the TV and cable modem showed that it was clearly not strong enough. The whole thing took weeks to sleuth out, when it should have taken mere minutes, if only the installation guy had been competent.
Speaking of which, 7) the installation guy, after completing his work, handed me his phone so that his supervisor could ask if I was satisfied with his work — while he was standing right there! Now there’s an effective employee-evaluation tool! No chance of biased answers at all! Coming soon: Gallup hires Barack Obama to personally call you and ask who you’ll be voting for.
Oh yeah, and 8) even to this day, after two visits from techs, numerous phone calls, and a whole lot of independent effort on my part, the digital cable signal still isn’t working properly. Long story, not worth explaining in detail here, but basically, although we can watch TV, it’s not working the way it’s supposed to, and our TiVo experience is suffering as a result. I haven’t yet summoned the energy to call Comcast (which is always an adventure) yet again, and try to get it fixed, because frankly I have better things to do with my time than deal with their incompetence. But that doesn’t mean I’m not annoyed about it.