Comcast Service: An Oxymoron?

Nordstrom is hands down my absolute favorite company when it comes to customer service. They are the gold standard for how to treat your customers.┬áNordstrom will let their customers return anything, no questions asked. Seriously, you can return anything. Previously worn shoes, half-eaten sandwiches, whatever you want. They’ll take it back. Once, they failed to get me a Marc Jacobs top that I ordered by the promised date (it arrived a day late) and so Nordstrom gave me the $200 tank for FREE.

On the other end of the spectrum, you have Comcast. Can other companies puh-lease enter this market so that I have a choice and therefore Comcast has to actually pretend like they respect their customers in order to keep business?

I recently signed up for cable and high-speed Internet. The sales woman on the phone told me it would be $70 to install and then $80 per month. While I cringed at that price, it was still lower than what they were charging other people for the exact same service. ‘Fine,’ I thought. ‘I have a two-year old and never leave my house. I’ll go mad without cable or Internet.’ So I scheduled installation.

I was going to be at work when Comcast came down to install, but my ex said he’d be home. I told Comcast I would have someone else at home and gave them his phone number to call. (Which served no purpose, since they still called *me* upon arrival.)

I got home that day to both my cable and internet working. ‘Wow,’ I thought. For once, Comcast had not screwed up!

Then I saw the bill.

“$322 will be billed for installation on your first statement.”

Um, excuse me?? I dialed Comcast so quickly my fingers nearly cramped up. The customer service woman I got on the phone was decently apologetic, so I decided to spare her my wrath. “I don’t know how this could have happened,” she said, not sounding as surprised as I would have liked. “It should never be this much.”

It wasn’t a typo, either, since all the supposed items were listed in hand-written detail (with prices) on the bill the installation guy had left behind.

And what if I hadn’t called or bothered to examine the bill before paying? It just frustrates me that I need to assume either: 1) I can’t trust this company (yet have limited options for switching providers) or 2) They are so careless that I have to check every single bill they send me for errors.

They should take a note from Nordstrom with regard to how they treat customers. And if they are so inclined to send me a free Marc Jacobs top, that wouldn’t be half-bad either.

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5 Replies to “Comcast Service: An Oxymoron?”

  1. I used to work tech support and billing for DirecTV. For the most part they do a pretty decent job but there were still certain things that made giving good customer service hard.

    We weren’t always given the authority to make decisions that would make the customer happy for one. We weren’t allowed to agree with the customer if it meant making the tech or anyone else who worked for DirecTV look bad. I once told a customer, “I am sorry we should have done that right the first time.” I got in trouble because I was “bad mouthing” the tech.

    I know there are a lot of people who are just bad at customer service. Sometimes though the way a company is run encourages it. You are punished for making the customer happy.

  2. I feel your pain regarding Comcast; I don’t care for Comcast but they have a county-mandated monopoly on cable where I live. They seem to jack up their rates every year too.
    Keep your eyes on those bills and hope for the Marc Jacobs.

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