Thread: Comcast has poor customer service IMO

I called at least 3, maybe 4 or more, weeks ago to ask why we were no longer getting Disney On Demand. I specifically asked if they had changed the program tier and was told no. The customer service rep said that they were aware of the problem and they were working on it. I finally called again yesterday and this guy had me unplug and re-plug in the black box and spend about 30 minutes on the phone with him before he told me a technician would have to come out today. The technician came out and immediately told my son there was nothing that he could do about it. I asked who we could call to get it handled and he told me that there was nobody.....

After spending at least 30 minutes in my home he asked me if I had Disney on a promotion. No. It came with the lowest tier of digital that we signed up with well over a year ago. He said that even though we have the Disney Channel our package doesn't include Disney on Demand....Okay. I thought if you had the channel you had on demand but that is not my problem with them.

I specifically asked if the tiers had changed and was told they had not on my first phone call. I asked again 3 or more weeks later with the follow up call. Again, I was told I should be getting Disney on Demand and a tech was needed. I re-arranged my day to have the tech come and he then tells me something that, in my opinion, 2 different customer service representatives had an opportunity to handle.

As soon as the tech left I called customer service and asked for a supervisor. They left me on hold and after about 15 minutes asked if the supervisor could call me back about my problem with Disney. I don't have a problem with not getting Disney on Demand. I don't want to get anything I am not playing for. My problem is having to take time out of my schedule to handle a problem that should have been handled in one phone call over 3 weeks ago. Instead I have made 3 phone calls and had a tech visit and still haven't heard back from the supervisor after more than 3 hours.

Customer Service? Is there such a thing anymore?

Having been in the escalations dept for comcast here in PA, i can say sometimes it takes 24 hrs for a return call. you're not getting disney or disney xd on demand?

I asked to speak to a supervisor one time and was told that none of them were in yet so they'd have to call me back. 4 days later they called back and then I was really pissed. My internet and phone will just go off suddenly and I've had to call them repeatedly about it, finally they sent someone out to check to make sure I actually had my connections actually connected and tightened (they were, which I told them). Then they told me they don't know why it's doing that. I'm like umm hello? I need my phone, my daughter needs the internet for her school stuff (she's doing online high school). He told me to just reset my modem each time. Ugh!

Originally Posted by Jenefer3

I asked to speak to a supervisor one time and was told that none of them were in yet so they'd have to call me back. 4 days later they called back and then I was really pissed. My internet and phone will just go off suddenly and I've had to call them repeatedly about it, finally they sent someone out to check to make sure I actually had my connections actually connected and tightened (they were, which I told them). Then they told me they don't know why it's doing that. I'm like umm hello? I need my phone, my daughter needs the internet for her school stuff (she's doing online high school). He told me to just reset my modem each time. Ugh!

Yes, before the tech decided that the tiers had changed he told me that there was nothing he could do and there was no one for me to call....Huh? He also told me that customer service would not know if there had been a change to their program packages or tiers of service...Huh? He said that they only knew what Comcast told them. I don't know but I would think they would want their first line of customer contact might to be keep informed about changes to services that they offer.

Here it is almost 5:00 in the afternoon and not a word from the supervisor.

Don't misunderstand me. Not one single customer service rep has been rude in anyway but nicely getting nowhere is still frustrating as the devil.

Thanks for all the validation.

And to the Comcast employee's, I am sure that you all do your jobs to the best of your abilities but there are some employees in every place of business who just pass the buck. I am afraid that that buck has been passed around a lot in the last month.

To the person who asked and is trying to help, it is just regular Disney on Demand. We have the very basic digital. We still get Disney but not Disney on Demand. We got in for about a year and a half but no more. That doesn't really matter to me at this point. What bothers me is that I have taken so much time to try to resolve something that could have been answered with the first phone call.

Thanks again for letting me vent. I am sure it lowered my blood pressure by several degrees earlier today.

My oldest daughter worked for Comcast a couple of years ago in sales and some of the practices that she was telling me about didn't even seem legal. lol We have cable and internet service with them and luckily we haven't had any problems with them yet.

Originally Posted by karefree

Yes, before the tech decided that the tiers had changed he told me that there was nothing he could do and there was no one for me to call....Huh? He also told me that customer service would not know if there had been a change to their program packages or tiers of service...Huh? He said that they only knew what Comcast told them. I don't know but I would think they would want their first line of customer contact might to be keep informed about changes to services that they offer.

Here it is almost 5:00 in the afternoon and not a word from the supervisor.

Don't misunderstand me. Not one single customer service rep has been rude in anyway but nicely getting nowhere is still frustrating as the devil.

Thanks for all the validation.

And to the Comcast employee's, I am sure that you all do your jobs to the best of your abilities but there are some employees in every place of business who just pass the buck. I am afraid that that buck has been passed around a lot in the last month.

To the person who asked and is trying to help, it is just regular Disney on Demand. We have the very basic digital. We still get Disney but not Disney on Demand. We got in for about a year and a half but no more. That doesn't really matter to me at this point. What bothers me is that I have taken so much time to try to resolve something that could have been answered with the first phone call.

Thanks again for letting me vent. I am sure it lowered my blood pressure by several degrees earlier today.

Go online and speak with an online rep, ask them about VOD(video on demand) entitlement/gating(laymens terms meaning you have to subscribe to a certain lvl of srv to get certain VOD content) and if you subscribe to the correct level of service to get disney channel on demand. i wish i could say for sure if you do, but each market is different. In Pittsburgh you would have it though i know that for sure.

The reason i say to go online and chat is because you and comcast will have record of the chat so they can't deny that you've inquired about it.

I don't deny the fact that people in comcast pass the buck, in the time i worked there i had to clean up so many messes it simply pissed me off, and not only from the call center reps...i dealt with fixing service issues that techs dropped the ball on too...really frustrating if you ask me!

Originally Posted by ilovecats

I have had a lot of problems here too.The worst one was after I moved once,I told them I was moving and to change what I had to the new place.I got the first bill and it was a whopper!I was paying for every channel available?!I started clicking random channels like HBO that I never authorized or knew I had.Jeeze,if I knew I had them I would have watched them.When I called to complain,I was told there was no way I would have the channels unless I asked for them?wtf?I didn't ask for them,never used them,never knew they were there.Kinda ticked me off that someone would actually tell me there is no way I would have the channels unless I ordered them,obviously the person had no idea what they were talking about.

I believe what you say about the channels! i know that some sales agents add stuff on w/o telling the customer so they get commission on it. if their #'s are low for the month it helps them out...sooooooooooo not ethicial though! I mean i could see if you called 3 bills later and claimed you never knew about the channels but on your first bill you called, that's just bullchit that they fed you. the charges should have been removed IMO.