My recent experience with Comcast customer support. Don’t believe me? Comcast cares, really. 1-800-364-6489

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You would think that something simple like finding out about an additional charge on your account would be a phone call away? Silly rabbit.

Comcast phone support is the polar opposite of what customer service should be like. It reminds me a lot of Internet Explorer 4, in terms of user friendliness.

• This call may be monitored and recorded for quality assurance and training purposes.
• The biggest most powerful provider of Internets is still using touch-tone navigation? Okay.
• Para español, marque el numero nueve. If you would like to press 2, press 4, then 8. For better service, please hang up and try again.
• Reaching customer support took 4 calls, several battles with the utterly confusing and un-friendly navigation maze – which lacks a “go back to previous menu” functionality and leads to dead ends.
• Finding your account over the phone is easy.
• Please enter the telephone number, including area code, where you have, or want, service.
• Comcast cannot find an account with the phone number you provided. Please try again.
• Please enter the telephone number, including area code, where you have, or want, service. Then your zip code. Then the last 4 of your social. If/when you reach an account specialist, he/she will will will then quiz you on your account number, your address, date of birth, and the name of your first-grade teacher.
• Are you calling to bay market? If yes, press one. If no, press two. (This one just threw me off. What?)
• The one that really got to me: Comcast inserts ads, announcements, offers, coupons, specials, etc. in between EVERY menu option. I called to get help, not to be bombarded with offers.
• Finally, the main menu. For technical support, press one. For billing, press tw– *click*
• Did you know! Twice a year, a solar outage occurs, affecting cable customers. If you – the lady droned on for about 2 minutes until she shut up about her PSA and let me speak to an actual Human Being^TM.
• 24/7 hours of customer support! Except the tech support specialist doesn’t have full access to your account. Except they can’t really help you. Except the billing department is not open at this hour. Please call back during business hours. Except they still really really care and want to make things right for you.
• Also, did you know that for a limited time only, you ca– *click*

20 minutes later, and I still have no answer why my account bill is doubled, why I’m still being charged for renting a modem from Comcast (which is my own), and why the 16mbps rarely exceeds 8. Twice the price, half the service.

And with that, good night. </rant>

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