Be Careful What You Say, This Conversation is Being Taped
From Craptastic to Comcastic

Comcast was working on my street last week while I was working against the clock to finish a proposal for a client by day’s end. Right after Comcast packed up and drove away I lost my internet connection, phone service and cable. Comcast wasn’t able to fix my connections until the next evening. Needless to say I was very frustrated. I couldn’t finish my work that night, clients couldn’t reach me and I had to drive to a Starbucks to get online. Time and again I was put on hold with Comcast as I tried to make an appointment for them to come out.

I had to reschedule one conference call and cancel a meeting in order to wait for Comcast. Everyone I spoke to was sympathetic but there wasn’t much that could be done. When the Comcast guy arrived he was very helpful, polite and understanding even though it was after six and he was tired. He let me know that somehow the Comcast workers had cut my cable and he had to get on the roof and repair it. He was great.

Because of the hassle, lost work time and missed appointments I was not a happy Comcast customer. When I called to complain and ask for some compensation, I was first told by a first line customer service person that all they would do was compensate me for the two days of lost service which equaled about ten cents. Naturally I asked to speak to a supervisor. When I explained to the supervisor what happened and everything that had occurred as a result of Comcast cutting my cable. I was told the same thing that they would compensate me for two days. He then went on to say that Comcast did not pay for inconvenience that it was not responsible for my problems. I told him again about my business interruption at which point he berated me for not having a business account. I informed him that Comcast had determined that I was better off with my bundle than their business package.
He got even snippier after that. When I told him that I was leaving Comcast and would call Comcast and tell them why, he sarcastically told me not to forget to tell them that I was running a business without a business account.

Furious, I called Comcast and spoke to a customer service manager who listened and was very supportive and upset about the way I had been treated. I was not only offered generous compensation but told that he would contact the person who had been so rude. When I informed him that I had neglected to get the guy’s name, he informed me that every conversation with Comcast is taped, and he had access to the tape which would enable him to hear the conversation and find out the name of the other person.

That was the kind of service I had been accustomed to from Comcast. I had been ready to migrate to another service because as a consumer I have choices and have learned that I don’t have to settle for rudeness and inconsideration.

That customer service representative restored my faith and trust. Not only did he keep me as a customer but I’m letting other people know how Comcast was willing to “make things right.”

When you’re on the phone with a customer service representative and you hear “this call may be taped,” be glad it is…..unless of course you decide to be rude. So that is how Comcast went from being “Craptastic back to Comcastic.”