As the Managing Director of Airline Apologencia here at Boardingarea, most people think I believe airlines are perfect and if we were better customers, things would be improved. That is, of course, wrong. I have a long list of things I think airlines could do better, and assuming I ever have fully functional internet here at world HQ again, I’ll share that list with you.
The background – I have been moderately satisfied with AT&T U-verse since relocating to Atlanta in September 2012. I went in knowing that it was just souped up DSL, but the thought of breaking away from “cable” along with some attractive pricing hooked me. Frankly, it’s been fine. U-verse isn’t exactly speedy, but it is fast enough. My biggest complaint is that they cap upload speeds at 2Mbps. Nonetheless, I’ve made do until about a month ago when my U-Verse gateway developed a habit of rebooting itself at inopportune times like in the middle of posting new content to the blog, online meetings with my day job when working from home, and others. After two tech visits, a new U-Verse router, new wall jack, and new some other thing that hides behind the TV, we’re down to doing the phantom reboot thing less than 5 times most days.
Enter Comcast – MJ World HQ is pre-wired for cable, and I know the previous owners used Comcast, the provider in my area. I decided to sign up for an internet only plan just to give it a try and see if Comcast (or Xfinity if you prefer) could make it’s promised speed of 75Mbps. I already own a compatible cable modem, necessary cables, etc, yet the website insists on sending a tech out….on August 11th. After two online chats, three failed phone calls because all circuits were busy, and conversations with two reps nowhere near Atlanta, I was finally able to speak to someone in Murica. Joy! This individual actually understood my problem and why it might make sense for me to just plug my modem into the wall and get to work. She tried, but in the end the answer was that I really am going to have to wait 2 weeks for a tech visit, which seems like a remarkably long time to me.
In the meantime, I’ll limp along with intermittent internet and marvel at how after just 8 hours of being in business with Comcast, they make every airline I deal with look comparatively awesome.
-MJ, July 28, 2015
There s not much choice we have when we want to fly, and I ll agree their service is bad. However, I want to point out that this post is obviously a very one sided experience by someone who admits they are new to the United experience, so a lot of what they say is based on limited exposure to the airline and Google searches for experiences that happend to other people and are not isloated to United.
Hi Marshall,
I work for Comcast’s customer care team on social and came across your post. I’d like to take a look into the issue you described above with my team and then escalate to the appropriate party if necessary. I hope you can accept our apology for the trouble getting your internet hooked up. We promise to take care of the issue until we find a resolution.
Please send me an email with your account information (either acct # or phone #) so I can get started helping you.
Kind Regards,
Comcast Cassie
I still have nightmares from when I was a Comcast customer during the 4 years I lived in the Fort Lauderdale area. Now I’m burdened with Time Warner Cable, bad enough, but Comcast customer service makes them look good.
I have the pleasure of having Comcast as well, and have to admit that they can make just about any airline look like a customer service champ.
I feel your pain. And as bad as it is, Comcast in ATL has actually gotten better in the last few years. I switched from DSL to Comcast because of slow speeds. Suspect your issue is that the tech needs to turn on the line to the outlet you are using. Even though I had cable television in other rooms the line feeding the office where I wanted the Internet was not turned on. Was pretty simple once he found the correct line (and there are a ton of cable lines in my attic). It was great at first but… Read more »
What timing. Did you see this article on Yahoo! today?
http://finance.yahoo.com/news/customer-hall-shame-151103637.html
Gene,
I missed that one! Good information.
OK, you are a new customer and that’s the level of service you received???? I would not have any expectation that it will get better……..get out while you can!
Oh Today, I spent a good hour with Comcast. Comcast by far has the worst customer service of any company and they don’t even care. It just takes so long to get a human on the phone, it’s insane. The 25mbs speed, more like 17mbs and not a lot of difference from AT&Ts 6mbs. Lucky those in the city(ATL) as they will be able to get google’s new service.
MJ, You need to move to where you can get Buckeye Cable System. Which is a locally owned Cable company serving parts of NW Ohio and SE Michigan. They have the best tech support for every product they offer. And all of the tech support people are locally based. If I have problems with my internet if they can not help me get it resolved over the phone. A tech will come to my home same day. All equipment is provided by them including modems and routers. My land line is also through them. I’m spoiled by local knowledgeable tech… Read more »