Wednesday, December 28, 2011

In which the Spaz decides that Comcast sucks. Big time.

Yesterday I had an appointment scheduled with Comcast to come out and install super high speed Internet for our house. Like, mega high speed. So fast that Bug can play video games and I can upload eBay listings and Munchkin can stream Hulu and The Man can do whatever the heck it is that he does. All at the same time.

Our appointment yesterday was between 3 and 5 pm. Around 4, I received a call from someone saying that the technician was running late and would need another hour. No problem, I said. We'll be here. 

When it was quarter to 8 and no one had shown up, I called. They apologized and rescheduled for today from 11 to 1. I was a little irritated, but not steaming mad. Yet.

At 11:30 this morning I received a call from someone at Comcast letting me know that the technician would be a little late. At this point I was really getting frustrated. The technician finally showed up at 1:30 and let me know that the line was cut outside of our house and he couldn't do anything. So he was going to send out a supervisor to "take pictures".

Take pictures?? Take freaking PICTURES?

On day 2 of waiting around the house for Comcast to show up and install this super mega fast Internet, this guy has the nerve to tell me he can't do anything and he's going to send someone out to take pictures.

Guess what? The Spaz officially got pissed.

As the technician pulled out of our driveway, I called Comcast. The automated service prompted me to press 4 for the option of "the technician has already been here and I am still having trouble". I waited on hold for a long time and then talked to someone in the technical department. I verified my information, complete with full address including city, state, and zip code, and explained the situation and was told that they couldn't help me, but they would transfer me to sales.

Again, I waited on hold for a long time and then talked to someone in the sales department. I verified my information, complete with full address including city, state, and zip code, the last four digits of my social, and my full name. I explained the situation and was told they couldn't help me, but they would transfer me to billing.

I begged them to make sure that billing was the department I needed to talk to... because it sure didn't SOUND like I should talk to billing for a problem with the line outside. But I was assured. Billing would help.

So I waited on hold for another eternity and then talked to someone in the billing department. I verified my information complete with full address including city, state, and zip code, the last four digits of my social, my full name, my date of birth, and the number of times my dog peed on a tree today. I explained the situation AGAIN and was told that they needed to contact the technical department for my area and that I would receive a call back.

In a panic I unleashed a fury upon poor Jasmine of the Comcast billing department. I apologize, Jasmine, I know it's not your fault. I told Jasmine how this was day number TWO of waiting around for Comcast and that I did not want to wait ANOTHER DAY for this. I demanded that someone come out TODAY and fix this issue.

Jasmine said there was nothing she could do. So I demanded to be transfered to someone else.

I got the standard, "I can transfer you, but they're just going to tell you the same thing." By the way, Jasmine, when people say that to me, it just pisses me off more.

In my pissed off Spaz mode I spat back "That's FINE, let me hear it from THEM."

So then I talked to Maxine. Jasmine had already explained my situation to her so I didn't have to explain it again. She told me the same thing. Maxine promised that she would contact the head of the repair department in my area and that I'd receive a call back probably within a half hour to an hour from him.

In the meantime, I tweeted.

And almost immediately received a response.

Ah, the power of social media. I explained my situation to @ComcastWill in three different tweets of 140 characters or less. He requested I send him (via direct message) our address and phone number and he'd see if he couldn't help out.

Unfortunately, I guess he couldn't help out because I never heard back from him.

The next call I got was from Maxine again who said that she'd schedule a supervisor to come out tomorrow between 11 and 1 to see if there was a way to run a new cable and if there was a way, a technician would be out just after him to install it.  But, she was doubtful that a cable could be run without cutting down some TREES.

So it's more than likely that we'll be waiting for several days. Tomorrow for the supervisor, another day for a tree cutter, and then finally (cross your fingers) for a technician to install our mega lightning fast connection.

Now, I know it's not Comcast's fault that there are trees in the way. But it is their fault that they can't seem to do anything in a timely manner. It is their fault that no one showed up yesterday and it is their fault that the technician was late again today. It is their fault that they can't get a supervisor to come by today and look at this situation and it is their fault that they didn't know this might be an issue when I placed an order. So over all, it is their fault that I'm still using a ridiculously SLOW connection. And therefore, they suck.

Update - the next day - The supervisor came by today and  let us know that we need to cut the trees outside of our house. Problem being that the trees that need to be cut are surrounding the power line that feeds electricity into our house. So now we wait for FPL to come out and assess how to cut the trees. Hooray!


The Virtuous Girl said...[Reply to comment]

You know, since I'm such a sweet sis, I won't say "I told you so", but you know ... I did :).

They suck. And they are stupid. Sucky and stupid together is a really difficult thing to deal with. To be honest, I'm amazed that they are they are in business.

So, I sit here with my super-slow DSL because I absolutely refuse to become more enslaved to the Devil that is Comcast. Amen.

the_happy_hausfrau said...[Reply to comment]

Watch out, girlfriend. They're going to charge you $$$ for the tree chopping. I was without internet AND tv for 4 days in early Dec. because Comcast couldn't figure out how to get a cable reconnected after some tree chopper guys knocked it out. 4 days!!! That was when I had no cell phone either.

You'd better get some good premium channels for free after this.