On , Feb 21, I wrote this post about our cable company merge with Comcast, which is supposed to be 'Comcastic' for us. Well, apparently when you vent about Comcast and other service giants on your blog, you sometimes get comments from the actual corporation like the one I got that day from Comcastcares. Thanks for you kind words, Mr. Comcastcares. Your response to my blog when I am not actually trying to reach your company is impressive. Maybe you could trickle down your human resource clout to the people who answer your phones.
When we signed up with Insight in July, I bundled our new package to include phone, Internet and HD TV with DVR service. I got an introductory rate for a year and was told after the year, each service would increase by $5 ot $15/month. I figured by the time the year rolled around, it would be more like $6-7 with the rate at which service providers increase their rates for a total increase of more like $18-20/month.
We got our first bill from Comcast the other day that was surprisingly $10 lower than our regular Insight monthly bill, but had some alarming adjustments on it. Numbers like this: (28.75) for cable service (4.95) for Internet and (10.00) for unlimited long distance and (10.00) for phone service. I didn't think anything of it. Well, I did, but thought not to worry, they are just trying to make it look like they adjust prices for bundles that make it worth your while. Then I got a notice in the mail today stating that in order to give us the incredible service only Comcast can give, they have to raise rates. The numbers on the paper coincide with the adjustments on our last bill. I am under a contract agreement until June, so I should not be affected by this rate hike effective in April, but I wanted to understand what this may mean to us after our contract. Do we get a discount for our bundled services? When will this rate hike affect us exactly? Are we going to get like 500 new channels and some shares of stock to make this rate hike worth our while? etc?
After 30 minutes and 18 seconds of being on hold and never actually talking to a live person, which is an eternity when you are feeling like dung and want to be curled up in bed but can't because you are responsible for two other human being who can't pour their own milk without spilling, I hung up the phone and now I have some advice for Mr. Comcastcares.
- On days when you send out a notice about rate hikes taking effect in 4 weeks, MAKE SURE YOU HAVE ENOUGH COMMON SENSE TO STAFF YOUR CUSTOMER SERVICE REPRESENTATIVES TO COVER THE LARGE INFLUX OF CALLS YOU WILL UNDOUBTEDLY RECEIVE ON SUCH A DAY!!! Freaking technology geniuses that you are!
- Secondly, since you specialize in the phone, TV and Internet industries, do you think it possible someone in your brain tank of human resources could figure out a way to convert old email addresses with a different ending than comcast dot com so the little people of the world (like me) don't have to change our email addresses? FREAKING TECHNOLOGY GENIUSES THAT YOU ARE!
- If you are going to attempt to make my half hour of phone wait time tolerable by playing smooth jazz and new age zen music, please not not interrupt it EVERY 27.8 seconds to REMIND ME THAT ALL OF YOUR AGENTS ARE STILL BUSY WITH OTHER CUSTOMERS BUT MY PHONE CALL IS IMPORTANT TO YOU AND WILL BE ANSWERED IN THE ORDER IT WAS RECEIVED!!!!!!!!!!
- Please tell me that I am unjustified in this worry and trouble and that my bill is NOT going to increase by $53.70 up to nearly $200/month for Internet, phone, and cable service with no premium channels and only 10 HD channels, and I will write a full retraction. Pretty Please. I don't want to switch to satellite, but I will.
- Lastly, at the very least, please answer your PHONES.
To the person behind me in the cue. You're welcome.