Comcast and the idiots that they hire

I have a story to tell you about Comcast -- this is from back in 2005.

I signed a purchasing agreement to buy a house, and was going to close on it on a specific date. I went to Comcast.com to get their phone number to call to schedule an appointment so they could be sure to hook up my internet access the day I move in. Everyone who knows me knows that I just cannot survive with this internet connection. I have a side business to run, and without internet access, I cannot run it.

So, on their website I noticed a place where I could schedule an appointment, and even choose my 4-hour window. So I decided to do that. I hate being on hold and talking on the phone anyway. And, it just irks me that I have to press 1 for English.

A few days before my closing date, I decided to call and confirm my appointment, after all, I really have no faith in appointments set up via the internet.

I got someone from India (from his accent), and asked for confirmation of my appointment. He looked up my account and said there was no appointment scheduled. Of course that ticked me off already, but then I went on to try and be calm about it. Instead of biting his head off, I said to just make an appointment for that allotted time. He told me they didn't have any available appointments, and could I do it the day before? (This was Tues I called, I was closing on a Friday, and he suggested having them come out on Thursday).

I explained that I didn't own the house until Friday and that I couldn't do that, and Friday was the day for me.

He INSISTED that I do it on Thursday instead. And I asked him straight out if he thought I could just go into a strangers house and hook up internet there. He said no, that is not allowed. Then I asked him why he is telling me to do that? It went on and on for a while, and I couldn't believe the idiocy of this guy. I then asked to speak to someone from America who understood that we can't just install internet access into a home we didn't own yet. Finally, I got to a manager here in the U.S. and she was able to juggle things around and get me scheduled. But this was after over 20 minutes of discussing it with this guy from India.

I am so frustrated with customer service these days. Granted, this was over 5 years ago, but I remember it fresh in my head as if it was yesterday. He was so insistent that I take the Thursday appointment, even after explaining that the house didn't belong to me and I was buying it on Friday.

I want to talk to a customer service person who works for the company I am calling. I want to speak with someone from the U.S. if it is a U.S.-based company I am calling. I don't want to have to press any number to get English. I don't want an automated system. I don't want to be referred to the website for my needs. I LOVE using websites, but if I know I won't be able to find what I need on the website, I am going to call. I tried the website first, so don't refer me back there.

I will be much more loyal to a company who provides me good customer service. And loyalty is what it is all about these days.