Comcast stood me up - AVS Forum
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post #1 of 5 Old 02-12-2005, 03:00 PM - Thread Starter
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I had an appt with Comcast to install my Motorola 6412 today. The window was noon to 3pm. At 3:15 I called Comcast b/c the tech had not shown up yet. They told me the appt was need to be rescheduled as the tech had an emergency. They never called to cancel and I don't believe they ever would have. Comcast told me they couldn't fit me in another week and it would be over a month before another Sat appt was available. I pay Comcast about 175 a month and you would think I would get better service. Do I have any recourse? Don't they understand that people work and can't time off to wait for cable installs.
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post #2 of 5 Old 02-12-2005, 06:17 PM
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I don't think you'd have any recourse, not much you can do except maybe contact a supervisor or manager and see if they'll squeeze you in on the next Saturday since they screwed up and inconvenienced you. I'd call em, you have nothing to lose and you're a valued customer.

When i had arranged a scheduled 11:00-1:00 Saturday window the guy never showed up so i called and found they'd somehow had me down for a weekday. She freely ackowledged it was TWC's mistake but had nobody who could come out anytime that day as the guys were all booked up, so we set up a new appointment for the next Saturday. But within the next hour she checked with several field guys until she found one who was willing to work after hours and called me back to see if i'd be around after 5:00pm which worked for me. They tech arrived soon after 5 and within 5 minutes had my HD DVR connected, activated, and working perfectly. TWC did a great job of fixing their mistake the same day despite being completely booked up. Shouldn't have happened in the first place, but getting it 4 hours late is better than next week or three :D

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post #3 of 5 Old 02-13-2005, 05:26 AM
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Will they let you pick it up from your local Comcast office? That's what I did for my last STB, although I don't know if that's an option with the 6412. I prefer not having other people touch 'my stuff' anyway.:D
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post #4 of 5 Old 02-13-2005, 08:11 AM
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I used to be a comcast customer before I relocated to Florida. They have done similar on more than one occasion to me. I had one day where they missed their window, but the woman on the phone told me they were still coming......I waited, and 7 hours later, there was nobody.

Repeated complaints to their phone support/service people went without help, and the supervisors/managers would not return voice messages. I voiced my complaints on this forum (AVS) under the local cable companies section and surprisingly I had a senior Comcast administrator give me his phone number (from Delaware) and I was from Pennsylvania. He monitored the AVS site for comments, and had seen my complaints.

I called him, and within 2 days I had a local manager call me and by the next weekend, had my problem fixed.

My advice is just be persistant.......not all comcast employees believe in bad service. (although in some areas it does seem that way). I now am using Brighthouse cable in Florida, and so far, I am pleased with their service.
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post #5 of 5 Old 02-21-2005, 03:34 PM
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In my area (southern NJ) Comcast applies a credit, $20 toward your bill for any missed home visit, not much, considering the consumer's inconvenience but better than nothing.
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