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post #16081 of 16082 Old 07-18-2014, 05:58 PM
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Originally Posted by synch22 View Post
Is anyone having problems with komo and pixelation? Nothing has changes on my end suddenly this channel is not operating right.

CH 104 here in Seattle.
Last night. Tonight it's OK again. I had to watch Jeopardy in SD!
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post #16082 of 16082 Old 07-20-2014, 04:14 PM
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Comcast Customer Service

Given the recent problem with Comcast Customer Service (see Ryan trying to disconnect his Comcast service), I thought I should comment on a recent incident I had and rant about it. Last week I received my monthly bill with a nearly $50 increase. Upon investigation, I found the additional charges were in the Partial Month Charges & Credits. There was an additional $56.33 charge for "Adjustments for discounts removed" and they backed out $33.78 for "Adjustments for discounts added". A service discount of $29.96 was now applied instead of $49.96 for my HD Preferred XF service, accounting for most of the change. Assuming this was all about a promotion running out, I made my usual call to customer service to see if I could get other promotions. Upon reaching customer service I was told that the promotion had run out and they had missed applying it the previous month and that accounted for the partial month charges. I have recently upgraded to X1 service and was told there would be no change to my rates. I was then told I was under contract for the next two years by agreeing to the X1 service. I then asked how could my rates go up when under contract. After some more discussion about that I was asked to be put on hold. After waiting for nearly 5 minutes, Amy came on the line and asked what she could do for me. I replied I had been speaking with another CSR about my bill. She then acknowledged that and offered to put me back to my old rate. I said that would be satisfactory. Amy then asked me how satisfied I was. I pointed out there was some good and bad the good being the offer she just gave me and the bad; the billing system and the effort to correct problems when being billed ahead and trying to catch up. I then pointed out the customer service problem Ryan had with trying to disconnect his service. She acknowledged that. I then went on the complain about the billing system. Given that everything is billed a month ahead and any changes are added and subtracted post event, it takes an accounting background to figure it out, thus my confusion in many instances and I assume for many others. Amy said she was sorry about that. I then complained about the recent shift of HD channels from east coast to west coast feeds. I pointed out that several programs my wife and I regularly watch would be aired at convenient times with the east coast feed and now they would have to be recorded and watched the next day. This was after receiving the e-mail proclaiming the "good news" about the shift. Having the ability to watch favorite shows 3 hours earlier was a convenience we very much enjoyed. Amy also said she was sorry about that. Given Amy's earlier question about how satisfied I was showed there is concern about customer service (CYA), but when confronted with real issues CSR's aren't able to do anything other say they are sorry. The follow-up phone calls conducting satisfaction surveys only ask about how the CSR did and doesn't address the real issues of how they can improve customer service. Recent phone calls for technical support and being directed to outsourced CSR's has made me even more skeptical about their commitment to customer service. The practice of offering promotions for a limited time and then increasing the bill when it runs out with no notification to customer also raises much confusion. Over all I am satisfied with the product being delivered to my home, I just wish it didn't cost so much. Given the level of advertising on all media and the great promotions they offer to new customers, there is a lot of room to lower costs to the customer. Other than satellite I don't have any other choice when it comes to TV and Internet service at the level Comcast provides. Given a choice, there is no question I would switch. Given the monopoly Comcast enjoys in unincorporated King County where I live, doesn't leave much room for improvement to customer service or competition in the rates.
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