Comcast Sucks and is the Worst Company Ever

I really hate Comcast, a lot. I hated them before, and I hate them more now. Before anyone tells me to, I’m going to send this to Comcast Frank (comcastcares) when I’m finished.

All I wanted to do was get the hours of the local office, but you can’t get that on their web site, because they have no "Store Locator" type function that every other business has. I thought I’d do the live chat option to find the information, but knowing the problems that my coworker Dave Anderson had trying to get the phone number for the local office before, I was very specific.

I ended up spending 32 minutes, more than half and hour, and ended up with nothing to show for it. They first gave me the address of a grocery store that hasn’t dealt with Comcast in over 5 years and then gave me the address of a shopping center in Shreve City that has no Comcast there. I’m not sure what business they intended me to contact.

Then, amazingly, they gave me the same information for Thrifty Liquor that they gave Dave before, except this time, I noticed they’re not giving the name of the business where they’re referring you anymore. Way to go on the changes Frank!

She then tried to get me to leave the chat by telling me to call the "local" number because she’s in Canada. She gave me the wrong number to the local office, giving me an "out of service" message! Ridiculous! I knew far more about the cable locations and numbers than she did, which isn’t saying much.

The reason I’m returning 3 cable boxes in the first place and canceling all of the digital cable is because of the absolutely horrible "SARA" software they put on the Comcast DVRs. The old "Passport" software wasn’t exactly TiVo, but it was completely usable, and actually intuitive. The new software "looks like an old Nintendo game" (actual quote), according to my girlfriend, and I completely agree.

My father hates SARA. My mother hates SARA. All of my coworkers hate SARA. Two of my coworkers are canceling cable for their household because of SARA. Everyone I know hates SARA, but according to Comcast Frank, it’s here to stay, because of some contractual agreement with TV Guide.

If you’d like to read the absolutely excruciating transcript with their support agent that took me over 32 minutes to make it through, please read on. She did end it with an amusing mistake: "I do apologize for the Chris."

Online Comcast Chat Transcript:

user Chris_ has entered room

Chris(Wed Oct 08 2008 11:05:13 GMT-0500 (Central Daylight Time))>

number and hours of local office

analyst Kathleen.29516 has entered room

Kathleen.29516(Wed Oct 08 2008 11:05:25 GMT-0500 (Central Daylight Time))>

Hello Chris_, Thank you for contacting Comcast Live Chat Support. My name is Kathleen.29516. Please give me one moment to review your information.

Kathleen.29516(Wed Oct 08 2008 11:05:31 GMT-0500 (Central Daylight Time))>

Hi Chris! 

Kathleen.29516(Wed Oct 08 2008 11:05:32 GMT-0500 (Central Daylight Time))>

I am happy to assist you with your concern today. How are you doing?

Chris_(Wed Oct 08 2008 10:02:05 GMT-0500 (Central Daylight Time))>

fine

Kathleen.29516(Wed Oct 08 2008 11:05:49 GMT-0500 (Central Daylight Time))>

It is very nice to know that you are doing great!

Kathleen.29516(Wed Oct 08 2008 11:06:06 GMT-0500 (Central Daylight Time))>

I gather that you want to know the telephone number and time of the local office. Is this correct?

Chris_(Wed Oct 08 2008 10:02:39 GMT-0500 (Central Daylight Time))>

yes

Chris_(Wed Oct 08 2008 10:02:45 GMT-0500 (Central Daylight Time))>

and the address

Kathleen.29516(Wed Oct 08 2008 11:06:29 GMT-0500 (Central Daylight Time))>

Okay.

Kathleen.29516(Wed Oct 08 2008 11:06:32 GMT-0500 (Central Daylight Time))>

One moment, please.

Kathleen.29516(Wed Oct 08 2008 11:07:31 GMT-0500 (Central Daylight Time))>

Thank you very much!

Kathleen.29516(Wed Oct 08 2008 11:07:35 GMT-0500 (Central Daylight Time))>

Here are the details: 105 Southfield Road 
Shreveport , LA 71105 
Phone: 318-869-1646
Hours: 

Kathleen.29516(Wed Oct 08 2008 11:07:36 GMT-0500 (Central Daylight Time))>

Is there anything else that I can help you with?

Chris_(Wed Oct 08 2008 10:04:12 GMT-0500 (Central Daylight Time))>

that's not the right address

Chris_(Wed Oct 08 2008 10:04:26 GMT-0500 (Central Daylight Time))>

that's why i asked you for the address because i know you guys like to give payment centers rather than the real office

Chris_(Wed Oct 08 2008 10:04:34 GMT-0500 (Central Daylight Time))>

please try again. also notice, you didn't paste me any hours

Kathleen.29516(Wed Oct 08 2008 11:08:28 GMT-0500 (Central Daylight Time))>

Okay.

Kathleen.29516(Wed Oct 08 2008 11:08:31 GMT-0500 (Central Daylight Time))>

One moment, please.

Chris_(Wed Oct 08 2008 10:06:46 GMT-0500 (Central Daylight Time))>

that address you gave me is a grocery store, Albertson's, by the way

Chris_(Wed Oct 08 2008 10:06:48 GMT-0500 (Central Daylight Time))>

i just looked it up

Kathleen.29516(Wed Oct 08 2008 11:10:46 GMT-0500 (Central Daylight Time))>

Yes, Chris. That is the local office near your area.

Chris_(Wed Oct 08 2008 10:07:29 GMT-0500 (Central Daylight Time))>

that's not an office. that's a grocery store.

Chris_(Wed Oct 08 2008 10:07:34 GMT-0500 (Central Daylight Time))>

you can buy food there, not return your cable box

Kathleen.29516(Wed Oct 08 2008 11:11:14 GMT-0500 (Central Daylight Time))>

This is open 8AM-6PM.

Kathleen.29516(Wed Oct 08 2008 11:11:34 GMT-0500 (Central Daylight Time))>

No Chris. Based on our system that is the local office.

Chris_(Wed Oct 08 2008 10:08:14 GMT-0500 (Central Daylight Time))>

kathleen, that is a grocery store. albertson's

Chris_(Wed Oct 08 2008 10:08:18 GMT-0500 (Central Daylight Time))>

i know exactly where that is

Chris_(Wed Oct 08 2008 10:08:32 GMT-0500 (Central Daylight Time))>

that's NOT the cable office. i've been to the cable office.

Kathleen.29516(Wed Oct 08 2008 11:13:09 GMT-0500 (Central Daylight Time))>

You may want to go here: 7545 Shreveport Barksdale Hwy
Shreveport, LA 71105
Phone: 318-861-3181

Chris_(Wed Oct 08 2008 10:11:06 GMT-0500 (Central Daylight Time))>

that's a shopping center that has no comcast anywhere near it

Chris_(Wed Oct 08 2008 10:11:15 GMT-0500 (Central Daylight Time))>

i just looked it up too, and i know where that is

Chris_(Wed Oct 08 2008 10:11:22 GMT-0500 (Central Daylight Time))>

i do NOT want a payment center!

Chris_(Wed Oct 08 2008 10:11:26 GMT-0500 (Central Daylight Time))>

i want the comcast office!

Kathleen.29516(Wed Oct 08 2008 11:15:49 GMT-0500 (Central Daylight Time))>

Chris, you may want to call the national callcenter that can give you the address of the local office that you are looking for. 

Kathleen.29516(Wed Oct 08 2008 11:15:53 GMT-0500 (Central Daylight Time))>

Here is the number: 1-800-266-2278

Chris_(Wed Oct 08 2008 10:12:35 GMT-0500 (Central Daylight Time))>

why would they be able to give me a number you cannot? i think you just want to get rid of me

Kathleen.29516(Wed Oct 08 2008 11:16:27 GMT-0500 (Central Daylight Time))>

No, Chris.

Kathleen.29516(Wed Oct 08 2008 11:16:41 GMT-0500 (Central Daylight Time))>

It is my pleasure to help you in any way I can.

Chris_(Wed Oct 08 2008 10:13:12 GMT-0500 (Central Daylight Time))>

do you have a location listed for quillen road?

Chris_(Wed Oct 08 2008 10:13:16 GMT-0500 (Central Daylight Time))>

that is the road where the office is

Chris_(Wed Oct 08 2008 10:13:19 GMT-0500 (Central Daylight Time))>

i shouldn't have to tell YOU that

Kathleen.29516(Wed Oct 08 2008 11:17:57 GMT-0500 (Central Daylight Time))>

I already gave you the address and phone number that was indicated on our system.

Chris_(Wed Oct 08 2008 10:14:38 GMT-0500 (Central Daylight Time))>

please escalate me to your supervisor

Chris_(Wed Oct 08 2008 10:14:52 GMT-0500 (Central Daylight Time))>

you gave me two addresses

Chris_(Wed Oct 08 2008 10:14:55 GMT-0500 (Central Daylight Time))>

so clearly, you have at least 2

Chris_(Wed Oct 08 2008 10:15:12 GMT-0500 (Central Daylight Time))>

do you have 3? please continue to look until you find the one on "quillen road" and give me their hours

Kathleen.29516(Wed Oct 08 2008 11:19:36 GMT-0500 (Central Daylight Time))>

Okay.

Kathleen.29516(Wed Oct 08 2008 11:19:54 GMT-0500 (Central Daylight Time))>

Chris, this is the 3rd address that is listed on our system: 3434 Youree Drive
Shreveport, LA 71105
Phone: 318-865-8408

Chris_(Wed Oct 08 2008 10:16:57 GMT-0500 (Central Daylight Time))>

that's a liquor store

Chris_(Wed Oct 08 2008 10:17:02 GMT-0500 (Central Daylight Time))>

let's go for #4

Kathleen.29516(Wed Oct 08 2008 11:20:59 GMT-0500 (Central Daylight Time))>

Chris, I do apologize but we only have 3 local office listed that is near to your area.

Chris_(Wed Oct 08 2008 10:17:49 GMT-0500 (Central Daylight Time))>

you said you had 1, but now i have you up to 3

Kathleen.29516(Wed Oct 08 2008 11:21:33 GMT-0500 (Central Daylight Time))>

What I can suggest you is to call the number from the first address that I gave you and ask them if they are accepting returned boxes. 

Kathleen.29516(Wed Oct 08 2008 11:21:47 GMT-0500 (Central Daylight Time))>

The first address that I gave you is the one near your area.

Chris_(Wed Oct 08 2008 10:18:15 GMT-0500 (Central Daylight Time))>

it's a grocery store. i want to take my cable box back, not make a payment.

Kathleen.29516(Wed Oct 08 2008 11:22:51 GMT-0500 (Central Daylight Time))>

Yes, I understand Chris. 

Chris_(Wed Oct 08 2008 10:19:27 GMT-0500 (Central Daylight Time))>

i just called

Kathleen.29516(Wed Oct 08 2008 11:23:08 GMT-0500 (Central Daylight Time))>

Let me double check if there is more local office that is closest to you.

Chris_(Wed Oct 08 2008 10:19:33 GMT-0500 (Central Daylight Time))>

they said they haven't dealt with you guys in over 5 years

Chris_(Wed Oct 08 2008 10:19:42 GMT-0500 (Central Daylight Time))>

and they confirmed that you guys are absolutely ridiculous

Chris_(Wed Oct 08 2008 10:19:50 GMT-0500 (Central Daylight Time))>

and that they keep calling trying to get you guys to stop sending people to them

Chris_(Wed Oct 08 2008 10:20:08 GMT-0500 (Central Daylight Time))>

i'm going to be discussing this with corporate customer relations

Chris_(Wed Oct 08 2008 10:20:15 GMT-0500 (Central Daylight Time))>

is 29516 your employee id or something?

Chris_(Wed Oct 08 2008 10:20:21 GMT-0500 (Central Daylight Time))>

how can you be uniquely identified?

Kathleen.29516(Wed Oct 08 2008 11:25:45 GMT-0500 (Central Daylight Time))>

Chris, can you please try to call this number: Shreveport: 318-321-4100, please? 

Chris_(Wed Oct 08 2008 10:22:19 GMT-0500 (Central Daylight Time))>

that sends me into the national 800 number system

Chris_(Wed Oct 08 2008 10:22:23 GMT-0500 (Central Daylight Time))>

not the local office

Chris_(Wed Oct 08 2008 10:22:34 GMT-0500 (Central Daylight Time))>

that USED to be the local office's phone number when time warner owned it

Chris_(Wed Oct 08 2008 10:22:39 GMT-0500 (Central Daylight Time))>

but now it sends me to the national system

Chris_(Wed Oct 08 2008 10:23:09 GMT-0500 (Central Daylight Time))>

and you even got THAT wrong

Chris_(Wed Oct 08 2008 10:23:16 GMT-0500 (Central Daylight Time))>

it's 213-4100, not 321-4100

Chris_(Wed Oct 08 2008 10:23:26 GMT-0500 (Central Daylight Time))>

if you call the number you just gave me, you get an "out of service" message

Chris_(Wed Oct 08 2008 10:23:42 GMT-0500 (Central Daylight Time))>

why do i know more about comcast phone numbers and locations than you, an employee

Chris_(Wed Oct 08 2008 10:23:52 GMT-0500 (Central Daylight Time))>

you didn't answer my question about your employee id/unique identifying number

Kathleen.29516(Wed Oct 08 2008 11:29:32 GMT-0500 (Central Daylight Time))>

Chris, I do apologize for the inconvenience this may have caused you.

Kathleen.29516(Wed Oct 08 2008 11:29:42 GMT-0500 (Central Daylight Time))>

I have given all the addresses that is on our system

Kathleen.29516(Wed Oct 08 2008 11:30:59 GMT-0500 (Central Daylight Time))>

Where you able to receive my last message?

Chris_(Wed Oct 08 2008 10:27:30 GMT-0500 (Central Daylight Time))>

will you please answer my question about how you can be identified?

Chris_(Wed Oct 08 2008 10:27:37 GMT-0500 (Central Daylight Time))>

yes i received it

Kathleen.29516(Wed Oct 08 2008 11:32:32 GMT-0500 (Central Daylight Time))>

Chris, please tell the local office that we are from Comcast Canada base.

Chris_(Wed Oct 08 2008 10:29:21 GMT-0500 (Central Daylight Time))>

the people on the phone are also from canada. I can't call the local office!

Chris_(Wed Oct 08 2008 10:29:29 GMT-0500 (Central Daylight Time))>

it just redirects into the national system which is answered by canadians

Chris_(Wed Oct 08 2008 10:29:45 GMT-0500 (Central Daylight Time))>

why won't you tell me your employee id?

Kathleen.29516(Wed Oct 08 2008 11:33:47 GMT-0500 (Central Daylight Time))>

Okay.

Kathleen.29516(Wed Oct 08 2008 11:33:54 GMT-0500 (Central Daylight Time))>

My employee number is 29516.

Chris_(Wed Oct 08 2008 10:31:16 GMT-0500 (Central Daylight Time))>

thank you. i apologize if using your inadequate computer system is as frustrating for you as it is for me to receive no usable information from you

Kathleen.29516(Wed Oct 08 2008 11:35:25 GMT-0500 (Central Daylight Time))>

I do apologize for the Chris.

Kathleen.29516(Wed Oct 08 2008 11:35:34 GMT-0500 (Central Daylight Time))>

I mean for that.

Kathleen.29516(Wed Oct 08 2008 11:35:51 GMT-0500 (Central Daylight Time))>

I have used all my resources to provide the addresses and phone number of the local office.

Kathleen.29516(Wed Oct 08 2008 11:35:52 GMT-0500 (Central Daylight Time))>

Is there anything else that I can help you with?

Chris_(Wed Oct 08 2008 10:32:28 GMT-0500 (Central Daylight Time))>

you didn't help me with that

Chris_(Wed Oct 08 2008 10:32:37 GMT-0500 (Central Daylight Time))>

but no, i suppose there is nothing with which you can help me

Kathleen.29516(Wed Oct 08 2008 11:36:41 GMT-0500 (Central Daylight Time))>

Okay.

Chris_(Wed Oct 08 2008 10:33:37 GMT-0500 (Central Daylight Time))>

Bye

Kathleen.29516(Wed Oct 08 2008 11:37:18 GMT-0500 (Central Daylight Time))>

Thank you very much!

Kathleen.29516(Wed Oct 08 2008 11:37:20 GMT-0500 (Central Daylight Time))>

After this chat, please feel free to answer a Customer Satisfaction Survey. I will really appreciate your feedback. 

Kathleen.29516(Wed Oct 08 2008 11:37:22 GMT-0500 (Central Daylight Time))>

I will appreciate your feedback about the service you experienced with me today. It is our priority to provide you the best customer service. Kindly answer the survey at the end of this chat so we will know how we can improve our service.

Kathleen.29516(Wed Oct 08 2008 11:37:23 GMT-0500 (Central Daylight Time))>

Thank you for contacting Comcast. We appreciate your business.

Kathleen.29516(Wed Oct 08 2008 11:37:23 GMT-0500 (Central Daylight Time))>

For further assistance please contact our Live Assist Chat or send an e-mail. We are open 24 hours, 7 days a week.

Kathleen.29516(Wed Oct 08 2008 11:37:24 GMT-0500 (Central Daylight Time))>

Have a nice day.

Kathleen.29516(Wed Oct 08 2008 11:37:28 GMT-0500 (Central Daylight Time))>

Analyst has closed chat and left the room