Claimant's opinion: I have been involved with approximately 5 people on the phone with Comcast. Sunday, January 23rd, I called with a service (phone) outage and a disconnect to internet service (modem). Person #1: It is showing that your modem is on line. I told her that it was not here and was showing it was not connected. She ran me through all the trouble shooting, disconnect, reconnect, reset, unplug, etc. I did all of that, and it was still showing it was not connected. She told me some other things to do after I got off the phone. I did. Monday, January 24th, morning I called back to see if I could get a technician out. Person #2 ran me though all the trouble shooting again, still disconnected and she said it shows it was connected. I still wanted to schedule a technician to check out the modem. She says a person will be there between 11-2 Wednesday, January 15th. Confirmation # 933657 OK, so I stay at home all day waiting. I finally call and Person #3 says the ticket had been resolved, and they were not coming! She said since it showed there was an outage in the neighborhood, that their computer automatically had canceled, but I still did not have a connection. I would not have know this information unless I had called, and would still be waiting. So then I call back again. Person #4 A man, who did not give me his name and was extremely RUDE! He tole me that my computer was too old. I never told him, how old it was. He said it was my Windows XP, that it was my Internet Explorer 8, and I needed to download 7, which cannot be done if you do not have a connection to your server! I tried to tell him that this was the third time I had done this, he interrupted me and was very rude. So I called my son in law, he said even if it was showing a connection in the Comcast office, that the modem could still be off line, need to be repaired or replaced, and it was probably something outside of the house, NOT my computer. So I decide to call the Comcast off in Sugar Land, Texas to see if I could come and return the modem and get a new one. That means calling information who did not have a listing. So I call Comcast who did not have a listing, shew said Person #5 Rudely said, I do not have that number. So then I called Person #6, she said I am in Utah, let me ask a supervisor. She said I do not have that number of the store or a dispatcher. I asked if she had any number of Comcast in any state and her answer was NO. I said, Thank you for nothing. In the meantime I leave for 30 minutes and a technician calls from Comcast, that he Person #7 is at my house. I asked the window of time was 11-2, and I did not know anyone was coming out?! I said I can be there in about 15-30 minutes if he'd could please wait. He said, Yes, then he called back and said he had to go to another call. OK I call Comcathey had told me it was resolved. And they will be out between 8 and 8, and I said no one told me that.
In the meantime my land line had been going in and out, and I gave her my cell phone to make sure they could get back to me. But I had already given to all the people above also. So then I cancel a tutoring job of a child with Down Syndrome, which cost me $40, and rush home to be there when they call. I call Person #8. I ask, Please tell me the window of time, she says there is not window of time , it is 8-8, so it is 5 by then. I ask can you be sure they will come out and she said, No, but it is an open ticket. At 7:40 Allan pulls up. He is the only DECENT POLITE SAVING GRACE OF A PERSON I HAVE DEALT WITH ALL DAY!!! His number is 281-889-5754. He was very professional, introduced himself by name, and listened to all of it. Never said a negative word about any Comcast workers. He worked from 7:40 until 10:00 PM. He checked the computer, connections, the service box in the house, the modem, and the outside lines. Guess what? It was an outside line. He ran a line in my and my neighbor's yard and immediately turned in a work order to have it buried by tomorrow. I was up and running and he said I promised you I would. By the way he was young and had a good work ethic. I am a senior citizen. I do not know if your employees have been trained like this, or they do not follow directions, say what it takes to get you off the line, or just choose to be this way. I taught school for 33 years, and if I had EVER conducted myself in this fashion, I would have been fired. I did not receive the follow up phone survey either. I think I know why. Allan deserves a commendation and a RAISE!