Comcast sufferers: fight back here.

Tom’s got a rather unpleasant Comcast experience he wrote about here and a twittering little birdie leads me to believe that more is on the horizon. The question is, when the company with a monopoly on your service doesn’t seem to give a rat’s ass about serving you what are you supposed to do about it?

You put pen to paper and let the local and national regulatory boards know about the bad service, that’s what. What we’re interested in is over here, their general information sheet.

Here’s what Tom should be concerned with (emphasis mine):

Cable operators may schedule appointments for installations and other service calls either at a specific time or, at a maximum, during a four-hour time block during normal business hours. Cable operators may also schedule service calls outside of normal business hours for the convenience of the customer. No appointment cancellations are permitted after the close of business on the business day prior to the scheduled appointment. If the cable installer or technician is running late and will not meet the specified appointment time, he or she must contact the customer and reschedule the appointment at the convenience of the subscriber. These requirements concerning installations, outages and service calls must ordinarily be met at least 95 percent of the time, measured quarterly, under normal operating conditions.

So, what you or Tom should do when Comcast comes down and screws you this way is make sure the FCC knows about their failures. These folks have been granted use of OUR land to run their monopoly cables and things over so they need to hold up their end of the bargain and provide appropriate service. If you have questions or your needs aren’t being met, you can call the toll-free number, 1-888-225-5322 (1-888-CALLFCC). A letter is worth a thousand nasty phone calls, however, so send your written complaints to:

Cable Services Bureau,
445 12th Street, S.W.
Washington, D.C., 20554

5 Comments so far

  1. poo poo (unregistered) on August 13th, 2007 @ 11:56 am
  2. Tiffany (unregistered) on August 13th, 2007 @ 2:46 pm

    It says something about the state of an industry when the federal government, the people who brought us the IRS, has to tell you what an acceptable level of customer service is.

  3. Mo (unregistered) on August 13th, 2007 @ 3:11 pm

    Here is another good story. For a few months I have been noticing a $3 Modem Leasing fee on my Comcast Internet bill(Living in LoCo, we had Adelphia before got switched sometime early this year) for the last 6 or so months. Finally, your post reminded to call these money grubbers that I actually purchased my own modem from Circuit City back in 2004.

    So I get a CSR on the line and I tell her about the lease fee and she says just go into the local office and show them your receipt and they will give you a credit and won’t charge you in the future. I argued with her for few minutes that why should I be the one to produce a receipt? Why don’t they show me a receipt that they actually gave me a modem. She said, it says here on the account that Comcast gave me the modem. WTF????

    Since I purchased it 3 years ago, I don’t have a receipt for it. So does this mean that somehow now Comcast owns my modem. Next thing I know they are going start charging me a TV tax and when I call them they will say well just show us the receipt for your TV and we won’t charge you this fee. Or in Tom’s case, they will start charging him a TIVO fee and say well show me your receipt and we will stop charging you the fee.

    I will visit my local Comcast office and give them a piece of my mind tomorrow.

    File in the the expanding quickly “Comcast Sucks” file folder.

  4. MappyB (unregistered) on August 14th, 2007 @ 9:12 pm

    Thanks, I have a hard copy letter going in the mail tomorrow – we were stood up again tonight, no joke. It’s been a fun week with them. Thanks for the info! I wonder if anything will come out of this.

  5. Co-Worker (unregistered) on August 15th, 2007 @ 3:16 pm

    Comcast is from the Devil. No lie. I have been overbilled ever single month since February 2006. Every month I call Comcast and have to fight with them about my bill. Every month I am told the issue has been resolved and it won’t happen again. Liars. I have spoken with more supervisors then I can keep track of. Last month was the last straw. I lost it. I demanded, and got, the direct number of the Customer Service Manager. I called her and she probably spent an hour on the phone with me listening to my story. She says that my bill will be correct this month (still waiting for it to arrive) and that if I have any problems to call her directly. We’ll see. I am not getting my hopes up, that’s for sure. I wish I wasn’t addicted to the TV. My life would be so much better if it were Comcast free. :-(

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