For the second installment of Rep's "Best of the Best" re-posts we're reprising his missive on Comcast's horrible customer service. It first ran on March 10, 2009 and prompted a comment, email and phone call from Comcast Customer Service and restoration of Rep's cable service.
See what you think. BTW, we welcome fresh comments on a still highly relevant topic…
Thanks for Choosing Comcast. An Additional $4.95 Will Be Automatically Charged to Your Account for Speaking to a Live Customer Service Representative
Comcast customer service is an oxymoron. The monopolistic cable giant is one of, if not, the worst examples of poor customer service. In fact, I'd put Comcast right at the top of my all-time "rude, indifferent and boorish behavior" rankings alongside TSA agents, NJ Transit conductors and my St. Francis Grammar School nuns.
Every few months or so, Comcast arbitrarily yanks my basic and pay-per-view service. And every time it happens, we call to complain. And, every time it Comcast happens, we're greeted by a voice mail explaining that our payment is "overdue." We then punch another button, enter our check number and are told checks typically take 72 hours to clear. Growing increasingly frustrated by the automated ineptness and our knowledge that the payment was mailed weeks earlier, we keep punching various options.
Finally, after being told we should punch "2" for Spanish and "8" for "Urdu," we're told we can speak to a "live customer service representative," but an additional $4.95 will be automatically billed to our account. Say what! You've screwed up for the umpteenth time and you have the unmitigated gall to bill me to speak to a live person to fix it? What's wrong with this equation? That would be like an innkeeper charging extra to rid my sleeping quarters of bed bugs.
But, since Comcast (like a certain law firm that shall remain nameless) is a total monopoly, what's a poor cable viewer to do? So, we punched the live person button, spoke to a nice, but ineffectual, CSR who first told us our account was overdue, then verified they'd received our check and finally confirmed that, sadly, checks took 72 hours to clear. We told this live, if somewhat dim, person that the check had been sent weeks ago. The light bulb finally went on and he promised he'd "re-boot" our system ASAP and service would be returned right away.
That was Thursday night. By Monday morning, there was still no Comcast service.
Comcast's horrific business practices are just one of one zillion reasons why America finds itself in the fix it's in. We vent and we blog, but in the end, we keep paying for what amounts to criminal performance.