Marilyn Bohn | Creative Organizer

As a professional home and office organizer one of the things I do is to provide over the top, excellent customer service to every one of my clients. It is too bad not every company is the same.

I am so sorry to report a bad experience I recently had with Comcast. They have been my carrier for internet, phone and basic cable T.V. for years. Recently I had a problem with them; we were treated very badly and it cost us so much time, effort and money we are changing carriers, hoping in the future when we need service there is a company out there that can and will deliver.

It started about 7:30 a.m. Monday July first when our phone wouldn’t work. At 7:45 I called Comcast and was told they could have it fixed within 44 HOURS. I asked if they had to come out to our home and was told no, they would take care of it in their office. HUM I was asked for an alternate phone number so I gave them my work number.

Then the internet went down and my daughter who does a lot of her business work on the internet, as do I called Comcast at 8:10 a.m. and was told they would have a repair person here before 5:00 p.m. the same day. What a difference between 44 hours and today. (Or so I thought). All communication was all done by using our cell phones. Before it was all said and done I used 2 hours of my minutes and she had used close to 2 hours of her minutes. Consequently for her she couldn’t use her phone for a third of the month as she ran out of minutes. (That is, without considerable added cost to her all because of Comcast).

(I have to say when she called T Mobil, her cell phone carrier; they were excellent and actually added minutes without being asked). KUDOS to T Mobil from this household.

Back to Comcast and their horrible customer service: At 5:30 p.m. that same evening Comcast had not been to our house to fix the problem of the phone and internet. I called them to learn Comcast had cancelled the repair order because they couldn’t reach us by phone. I was stunned. What part of “we are calling you because our phone doesn’t work don’t you understand?” And besides I had given the first person I spoke with an alternative phone number.

There was nothing they could do because the department who makes repair appointments was closed by this time. So the next day I am eating my cell phone minutes and precious time trying to make an appointment. But they were all booked up and would not come to the house even though they were the ones who had made the error of cancelling the repair order.

The supervisor we ended up talking to by the name of Tony (I wish I knew more than that) was super rude. He knew we were on a cell phone and he kept saying, “I can’t hear you”. The connection was very good and my daughter kept repeating everything until she realized he was just being rude and extremely disrespectful. She told him she could hear him very well and to stop pretending the connection was bad. At that point he did.

There are other carriers out there for the phone and internet and we will certainly be using one. Oh, one other thing, by asking over an over Tony agreed to credit our account with a measly $25.00 for the minutes we used on our cell phones, the inconvenience, not to mention the plethora of hours we spent in worthless conversations with their customer (I won’t say service) department.

The repairman when we got one out here was excellent.