Despite being elevated to executive customer service, Comcast is still failing to impress me. To her credit, Annette has been pleasant to deal with, but I’m still left with a lot of bad taste in my mouth. Here’s a rundown of how they’re still a virtual clown car of a company.
- It took almost three weeks to get a voicemail returned. Bear in mind that Comcast contacted me, not the other way around.
- I found out that somewhere in all of the mess, my Internet speed had been downgraded without my knowledge or consent. The best I was offered (which was just yesterday, almost a full month after initial contact) was getting the upgraded service free for three months. After that, it’s another $10/mo.
- Pricing transparency is as bad as a car dealership. Their full phone package is supposed to run around $40/mo at retail. Now I’m finding that I was effectively paying $8/mo for it. If they can afford to discount the phone service by 80% because I have a second service with them, it gives me an idea of how high the markup is. The real irony is that the entire issue started when I had to call because I couldn’t get a price from their website.
- Speaking of their website, it still can’t tell me where I live. And it’s down right now.
- Comcast still had (and maybe still has) a rental modem on my account. I had replaced it with a purchased one last November. I had gotten a few months worth of erroneous modem rental charged refunded, but I wonder if they won’t come back because of the phantom equipment.
- Despite cancelling phone service almost two months ago, we keep getting voicemail notifications from the number. And the website shows that we still have phone service. At least we’re not being charged for the line we don’t use.
There’s so many things not working or working poorly that it almost feels like a parody of itself. I have some sympathy for a company when things go wrong, but when they go wrong and nothing changes? There’s a core culture problem: Comcast knows I have nowhere else to go.