I have had one Comcast service or another since I moved into my current house back in 1989. Over the years I was impressed by their service. On the rare occasions I had service problems, I used to be able to pick up the phone 24 hours a day/7 days a week and almost immediately be speaking to an easy-to-understand representative who would patiently try to fix the problem. One New Years Eve, a Sunday, I stayed in and ordered a movie. I somehow managed to hit the wrong tab on a menu and ended up with my pay-per-view movie in Spanish. It was 10 o'clock in the evening. I called Comcast's service department at about 10 pm, thinking there is no way they'd be open on New Year's Eve. They were and a representative patiently walked me through the problem.
I also tell the story about how I'd been having problem with water in my cable lines. A Comcast representative came out to my house. Instead of just fixing the area of the problem, he rewired the entire house, spending hours in my damp crawl space. Another time, a service technician came out to fix my television service. I mentioned I also was having performance problems with my computer. (The internet service was also provided by Comcast.) He sat down at my computer and worked on getting my computer operating faster, even though the performance problem wasn't Comcast's fault.
I was so impressed by how the company was operated, I even bought stock in the company.
The last few years though I have heard how Comcast's customer service had taken a nosedive. Frankly, though I hadn't had any maintenance issues for a few years with either the high speed internet or cable. So I hadn't had reason to call ...until this week, that is.
Last Wednesday, I noticed my high definition and DVR suddenly went out. Thinking it was a service issue, I tried to call Comcast's service department. Instead, I was routed to the payment center. They told me I had missed a payment and demanded I make a payment through Comcast. When I told them I had an electronic check already scheduled to go out in a few days, that wasn't good enough for them. When I pointed out that I had been a customer for 21 years and paying my Comcast bills for those two decades, they didn't care. The representatives refused to let me talk to their service department unless I immediately made a payment through them. Later I found out they were deliberately misleading me - there never was any service issue, that Comcast had in fact disconnected my high speed and DVR service, while not disconnecting the other services.
All my attempts to get around the re-routing to the Comcast payment center proved unsuccessful, except for one. I decided to talk to the sales department thinking the people who work there would understand the importance of the keeping a 20 year plus customer. I did talk to a Comcast sales representative who did understand and worked hard to convince his supervisor to help me out. No dice.
By this point, I had become so fed up with how Comcast was treating me that I decided to terminate all my Comcast services. Or I should say I tried. When I called Comcast, the representatives refused to connect me with the department that would terminate my service. Instead I continued to get routed back to Comcast account representatives who demanded I make a payment with them. Finally a representative explained that Comcast doesn't allow people to terminate their services over the phone. You have to have a face-to-face meeting with an account representative and turn in all your equipment before they will terminate the service. I have no problem turning in my equipment. I do though doubt the legality of Comcast's practice of refusing to terminate your service (and stop charging you for it) until you have a face-to-face meeting with a customer service representative at the company's office.
So I went by Comcast's westside office this morning thinking the company had to have some Saturday hours. Nope. The offices are only open 9-6, Monday through Friday. So now I have to take off work to cancel my Comcast service. Real inconvenient and I'm sure intentionally so.
To any Comcast representative out there: Is this any way to treat a loyal, 21 year customer?