Comments on: It’s Comcrapstic! My Comcast Tech Support Story

By: SP

SP — Tue, 11 Jan 2011 08:32:59 +0000

Well, having worked for Comcast technical support, I do understand that comcast needs to up there support. At the same time, anal customers like your self would drive us nuts with your know it all attitude. If they were such an issue, find another company, I dont understand why some people will nearly have heart attacks over service provided when they can just find another company. We only live once, why waste that time getting angry over nothing. Just think, these tech agents take so many calls per day from people who either yell at them, belittle them, dont know an apple from an orange and are just downright rude, a get paid nothing, its no excuse but come on.

By: Paul Ellis

Paul Ellis — Fri, 17 Apr 2009 17:21:15 +0000

I totally agree. I just wanted to highlight that in my post I said “I don’t blame them for their failings however, I blame whoever hired them.”

By: Don

Don — Wed, 15 Apr 2009 20:28:49 +0000

Here’s the thing, I work for Comcast Internet Support. I do feel alot of your pain. I sometimes hear fellow co-workers talking on the phone with a customer, and basically tell them anything to get them off the phone (rain, weather related, etc) Its not that they don’t care, its because they don’t know. I myself am not the worlds greatest at it either. I am confident enough that i can fix most issues i come across. Like i said, I’m not the best in the world, but i know my shiggity! I have an eduacation in this field to fall back on. Most of them don’t. Now, I hate my job and I’m hoping to move to something better, but right now i gotta pay the bills. For the most part the techs here probably don’t know anymore than most customers. Think about it this way, we get paid crap and we get blamed for everything wrong with comcast. How many well qualified computer techs, would want to work for basic pay,endless yelling and cursing from customers. The employees here, probably just left their job at your local fast food place. The people that come through these doors, get a crash course in basic computer knowledge, with a few more hints and tips ( unplug the modem, blah blah blah). Then thrown out onto the floor, ready to be slaughterd. So although i don’t blame any of you for ranting and slamming Comcast. Please consider, most of the techs are just lacking the skills, not dumb or stupid. They need to be trained for more that a week. I would say ask for me when you call, but i’d rather stay anonymous.

Good luck to u all

By: Paul Ellis

Paul Ellis — Sat, 26 Jul 2008 18:35:45 +0000

Oh I talked to my local office. In fact the manager of the place and I were on a first name basis (literally) because he had called me so many times.

By: Daniel - From Laurel, Maryland

Daniel - From Laurel, Maryland — Sat, 26 Jul 2008 18:29:39 +0000

I had to actually call the local office. There is a number on your bill that you call for local service requests. The 1800 number is more for after hours stuff. It took me calling the local office to get my issue solved. Come to find out the whole issue was caused by a database server crash. They had defaulted everyone to the basic service.

By: Paul Ellis

Paul Ellis — Sat, 26 Jul 2008 18:22:17 +0000

Well apparently I either didn’t have that problem or they couldn’t figure it out. Over the course of the whole debacle I spoke to over a half-dozen people at Comcast, many of them multiple times, and they never rectified it.

By: Daniel - From Laurel, Maryland

Daniel - From Laurel, Maryland — Sat, 26 Jul 2008 17:42:40 +0000

You the same thing happened to me, and low and behold it was a databse issue. They had pushed out a slower downgraded firmware. I called them got connected right away told them my issues, and with in 15 minutes I was back up to speed that i was getting. If you get the wrong code in your account then you get the wrong modem firmware.

By: Comcast Customer Complaints…Continued : PseudoSavant

Comcast Customer Complaints…Continued : PseudoSavant — Wed, 23 Jul 2008 16:53:43 +0000

[...] To Satisfy Your Customers In 35 Easy Steps” I realized that I never posted my follow-up to the Comcast debacle I wrote about a few months back. SPOILER ALERT: If you like happy endings, don’t read any [...]

By: Paul Ellis

Paul Ellis — Wed, 23 Jul 2008 16:12:19 +0000

Comcast never stops, check this out.

By: It’s Comcrapstic! My Comcast Tech Support Story | TechConsumer

It’s Comcrapstic! My Comcast Tech Support Story | TechConsumer — Mon, 07 Jul 2008 16:16:06 +0000

[...] Note: This article is cross-posted at PseudoSavant. [...]

By: Paul Ellis

Paul Ellis — Wed, 09 Apr 2008 00:15:23 +0000

I had a problem with the billing to that I didn’t mention. I signed up for auto-pay onto my credit card, and it wouldn’t charge it. Finally it started working though.

I forgot to mention in my post that the woman in billing credited my account for the internet connection issues. So at least I wasn’t paying more for the slow speed.

By: Dave Shumway

Dave Shumway — Tue, 08 Apr 2008 19:26:40 +0000

Since the switch to Comcast, I’ve been getting bills from them claiming up to two months overdue payments and threatening late fees/personal injury unless I comply.

So a couple of weeks ago I grabbed my bill, headed over to ol’ Creasy Lane, and stood in line with about 50 other irate, brand spankin’ new Comcast “customers” in the exact same boat.

To their credit, the customer service reps handled the situation well, simply stating that the bills were wrong, that they could see the correct amount on their computers, and that everything would be sorted out by April…

Guess what showed up in the mail yesterday?

By: ComcastCares

ComcastCares — Tue, 08 Apr 2008 15:49:33 +0000

I would assume this is a provisioning issue. Insight Customers were not supposed to see a downgrade in speend. In fact in many of the areas we were in the process of a speed upgrade. It should also have never taken this much effort to identify the problem, and I apologize for that. Besides my email to you, I have also asked for an update on this situation from the local leadership team.

Thank you for being a Comcast Customer!
Frank Eliason

By: Paul Ellis

Paul Ellis — Tue, 08 Apr 2008 14:14:24 +0000

Oh, and the speed test was the one I really just couldn’t believe. The rain one seemed like she was grasping at straws to justify the issues, but when he was doing the speed test I just couldn’t believe it. He did the test three or four times and I the whole time I though “Is he trying to test my speed via dslreports?” Of course that thought was confirmed when he frustratedly said “This is only giving me my speed…”

That was the point at which I realized that it was futile to try and get my connection speeds fixed.

By: Paul Ellis

Paul Ellis — Tue, 08 Apr 2008 14:10:32 +0000

“While your post and three stooges connection is harsher than I might be if I were pointing out incompetence, the truth hurts.”

You can’t really say that for sure. You didn’t talk to these people. The problem isn’t that they are worthless people, they just have zero computer skills. They are not qualified for the line of work they have.

By: Comcast Rewards You for Complaining Publicly | TechConsumer

Comcast Rewards You for Complaining Publicly | TechConsumer — Tue, 08 Apr 2008 13:29:37 +0000

[...] Paul Ellis has his own Comcast tech support story, which I think tops Arrington’s. Subscribe to TechConsumer: RSS / Email Sphere It [...]

By: Bob Caswell

Bob Caswell — Tue, 08 Apr 2008 13:27:29 +0000

I can’t decide whether the rain excuse or the speed test situation is my favorite part. Seriously, though, how is this kind of incompetence to be handled?

While your post and three stooges connection is harsher than I might be if I were pointing out incompetence, the truth hurts. I’ve had a couple of these kind of support calls, and you can end up feeling concerned for the guy on the other side. It can be kind of weird.

And the local number that reconnects to the 800 system that hangs up on you when support is busy… Classic.