Over the past weekend, I attempted to get in touch with Comcast to set up my Internet. When I added Internet as a service I was told that there was a long wait to get in touch with the technical people to get everything started. I was on my way out, so I decided to call them back later.
When I called this weekend, I was disconnected several times. After waiting to get in touch with a live person again, I told her about my horrible customer experience and asked her to connect me to sales so I could drop my Internet (instead of installing it). The women was very nice. She apologized, explained that their computer system often disconnects, and assured me that she would stay on the line with me and make sure everything was fixed and I wasn't disconnected again. She also wrote down the number I was calling from in case something did happen. Finally we reached the tech team and a young man tried to help me get started. For some reason, they couldn't get my Internet to work. Finally (it had been 3 hours at this point), when I thought I was getting somewhere I heard beep beep beep. I was disconnected ....AGAIN. No one ever called me back.
Why can't they fix their computer system phone line so it does not disconnect? I'm sure they can afford a system that doesn't disconnect. I'm also sure I'm not the only customer they've lost over this.
I can't believe that they didn't call you back. If I had kept a customer on the phone for three hours and then hung up on them, I'd feel horrible.
Posted by: kim | September 26, 2006 at 10:14 AM