Following my previous post, I received this email.
Hello Genevieve,
I read your message at the following URL: http://pikamookie.tumblr.com/post/37996660/i-hate-comcast.
I wanted to know more information about your Comcast dilemma. As a result, I decided to send you an email to get more information and also to offer my assistance. If you still needed assistance, please feel free to reply with your best contact number so that we can discuss the issues further.
On behalf of Comcast, I would like to sincerely apologize for any inconvenience we may have caused. I would also like to thank you in advance for giving me the opportunity to assist!
Best Regards,
Mark Casem
I find this pretty hilarious. I mean, does this mean that there are people at Comcast whose job it is to surf the internet looking for “I hate Comcast” blog/forum posts? I also like it that he linked to my url and in it, it says, “i-hate-comcast”. Anyways, here was my response to him. Hopefully, something will get done.
Hi Mark,
Thank you for contacting me. Here is the problem. Our internet has been going out frequently for the past month or two. By “going out” I mean that the lights on the cable modem get stuck on 1 light (the internet light) and blink incessantly. This happens between 6 and 10 times a day for roughly an hour at a time. Sometimes a power cycle helps, however, usually it does not. I called Comcast for help. They took me through the troubleshooting process and decided that it was probably the cable modem provided. We made an appointment for a
serviceman to come out on Friday to assess the situation. Then, Tuesday we have a message from someone at Comcast saying that they fixed a regional issue that fixed our problem. They did not say that our appointment on Friday was canceled. Meanwhile, our problem is still ongoing. The “fix” has not affected us. When my father called this morning to make sure that the serviceman was still coming on Friday, we had to deal with someone who wanted us to reassess again. It just so happened that the internet happened to be working, so we would have to call back when it was out again. The man was not helpful nor was he particularly nice.
To sum up, I am very disappointed with Comcast for the following reasons:
1. Very inconsistent internet service. We have called multiple times now, with no action taken to fix our problem.
2. A canceled appointment with no notification to us that it was
canceled. Had my father not called, he would have stayed at home waiting for someone to show up who wasn’t going to.
3. Unhelpful and uncaring representatives. Today the representative told us that should we want a serviceman to come out (even though our internet still wasn’t working consistently) we would have to pay for it. This is ridiculous. We are already paying for a service that does not work and now we have to pay to have someone to fix it?
In short, we are very disappointed not only with the service but the response of Comcast so far. Tomorrow is my day off from work and I do not look forward to spending an hour on hold and with a Comcast representative asking me to power cycle my cable modem five times. Your internet service as well as your customer service response should be better than this. I’m sure there are other companies out there who will respond better.
Hopefully, you sent this email to me to help and not just mollify. I do hope you can help us. I know that it is not your fault that our internet is constantly out and I want you to know that I am sincerely happy that you emailed me.
Best,
Genevieve Wong