I am so furious right now!
I have had Comcast off and on over many years and have seen service
decline terribly. This latest situation:
I came back to Comcast/Xfinity less than a month ago, the process went
smoothly, I felt I had some hope. The
person I spoke with whom set everything up suggested that I have a new wireless
box mailed out to me rather than pick up one from a local office because the
boxes mailed out were new and less prone to problems. This sounded wonderful, considering I am a
college educated busy parent, wife, and business owner, I do not have time to
run around.
Since I am on a tight budget, the account representative
further suggested that I connect everything in the house myself to save the
cost of having a technician come out.
Again, this is great I thought, we are tech savvy people and can connect
everything one evening after work. So
the day arrives, the box comes in the mail...we excitedly bring the box
in. Excited why you ask...well Comcast/xfinity
offers faster signal and more channels than our previous provider at a better
cost. We got everything hooked up,
loading and running. The picture was
great, the internet was fast. I was
basking in the glow of an implementation well done.
This happy feeling didn’t last, the next day doom
struck! We were surfing the internet
(Myself, my husband, my son and my daughter) when the internet went down. We waited for a bit, in a little bit of a
frustrated panic and it finally came back up.
This internet dropping and returning has been happening every day,
several times a day ever since. I have
contacted tech support only to get run around (one person did adjust some
settings in the system, hoping it would help, but it didn’t). All I kept getting told was that I needed the
service plan to cover things so I could talk to a tech specialist and/or have
one come out to the house, free of charge.
Now I am not stupid, nor is my husband and we have plenty of experience
with computers, internet, Comcast, and more.
I knew there was not a wire issue with the house, nor a computer problem
but I feel I was bullied into taking this plan even though I didn’t need
it.
Today I ended up accepting the service warranty for 30 day’s
so I could talk to a tech specialist.
What this person tells me after a few questions and checks confirms my
thoughts and angers me too. It is not
the signal, it is not the wireless services, it is the modem box itself. There is nothing they can tweak or configure
to make it work better or stop dropping the internet, the box needs to be
replaced. So, whomever manufactured this
brand new modem let it go with glitches.
To utilize a poor manufacturer makes Comcast/Xfinity look bad.
My adventure doesn’t end here! The tech specialist transferred me over to
another department where I could request my replacement box. This person let’s me know that the only thing
he could do would be to schedule a tech to come out to my home and investigate
the issue because the trouble ticket was still open and he could not order
another box until that ticket was closed.
I could schedule a tech or wait until tomorrow to get the box
ordered. Needless to say I am waiting
until tomorrow and I am going to have choice words to say then too.
I am furious that service has dwindled to this, I am very
frustrated that I cannot speak with someone from the United States on the
weekends, or at least someone who speaks English clear enough and
comprehensibly enough to handle problems.
The people I spoke with outside of the tech specialist spoke with thick
accents, difficult to understand and they were unable to move their
conversation away from the preprogrammed direction cards because they didn’t
understand English well enough to comprehend what I was saying so they would
just repeat something on a card.
Breaking news Comcast/Xfinity, if you do not pull it
together and give American citizens what they need/want, another giant will
come along and squash you out of business.
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