Everyone is wary of monopolies. They set the rules by which
we must play, and if we don’t like it, that’s tough. The larger the bite from
the consumer pie a corporation takes, the less power customers have to combat
poor service or outrageous pricing. I had another run in with one of those
businesses the week before Christmas.
Amy and I had decided to have an Internet connection
installed in our condo in Gallatin. I contacted customer service to set up an
appointment. As soon as the phone call went through, troubles began. I
spoke
with an individual who lived in another country. The woman struggled with the
English language, and that caused the entire situation to last twice as
long.
I explained to the woman that we would not be at the condo
until the following Saturday. She replied that she’d checked the address
already and that it was pre—wired and the signal was strong there. She further
told me that I could purchase my own modem and install it myself, thereby
avoiding an installation fee.
I thought that all was settled until the next day when I
received notice from UPS that a package was to be delivered at the condo by
Thursday. Immediately, I called Comcast to have them stop the shipment since no
one would be there to accept it until Saturday. Another representative who also
spoke only broken English argued with me about the delivery until I told her
that that I wanted to speak with a supervisor. She told me that I would have to
wait up to an hour, so I hung up.
Upon arrival at our place in Gallatin, I discovered that our
neighbor had taken the UPS package in because it was left leaning on a locked
gate on the patio. I began the process of installation and followed the
instructions given. Then, I called Comcast and gave the confirmation number
that would have the Internet connected. After several tries, a third person
from customer service, yes yet another individual who struggled with the
English language, told me that a problem existed and that I would need to
schedule a service technician’s call. He then told me that not only was the
first available appointment on December 31 but that Comcast also would charge
me $60.00. I asked what the charge was for, and he told me that it was for a
“failed self-installation.”
That angered me, especially since I relied on the
information from the company that the signal was up and running and ready for
installation. After more arguing, I told the individual on the other end of the
phone to cancel the appointment and order. He informed me that a charge would
be placed for doing that. I exploded,
“You are charging me for cancelling service on an order
where no service was provided!”
I eventually spoke with supervisor who was polite but
offered no relief. So, we spent the holidays with no Internet nor cable. Oh, we
survived, but that’s not the point. I placed an order with a company
and
expected to receive the services for which I’d contracted. Instead, I received
no services, no assistance, and no remedy. Comcast will try to charge me for
something; I’m sure of that much. However, I will not pay that bill. What is
even sadder to me is the fact that I’ve been a Comcast customer for more than
20 years.
I would drop Comcast and the services it provides right now
except that changing my email address will be an impossible task. I am waiting
for Verizon to complete its fiber optics installation, and then I will tell
Comcast that they can forever kiss my…foot! Until then, I’ll take books to
Gallatin or find some restaurant that airs games. Still, I’m so disgusted with
dealing with companies that don’t care and customer service reps who can’t
provide help because they don’t speak the language well enough.
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