I am consistently amazed at how bad customer service can be, but I am especially amazed at how bad it can be around the most basic functions.
Beth’s wallet was stolen a few weeks ago, and the credit card we had associated with the Comcast auto-deduct was replaced with a new card. For some reason, Comcast cannot set up automatic payments over the phone, so they supplied us with our username and password to login to the site to update the card information. Seems easy enough.
We log in to comcast.net, go to My Account, and then View/Pay our Bill. And here’s where everything falls apart.
Clicking that link tells me that I need a Comcast account. Which, of course, we already logged in with, but it asks us to recreate our account. Attempting to recreate the account, tells me there is already an account with our associated information, so it cannot recreate it.
So we call support. Comcast Customer Support literally cannot tell you how to login to your account. I am not kidding, we have been working on this for 45 minutes with a customer support agent, and she cannot figure out what account we login to, how to reset the password, or even which domain (comcast.com or comcast.net, which use different credentials, both of which are required apparently) to log into.
30 minutes into the call, we’re finally transferred to another support person. That person transfers us to another person, who then says we need to supply her with a PIN to continue. Our response… what PIN? And why the hell would we have to give you a PIN 45 minutes into this god damn support call? Finally, this representative tells us that everything that every other rep has told us so far was incorrect, and then gave us the proper credentials to log in. To simply setup automatic payments with Comcast, prepare for a 45 minute conversation with 3 customer service idiots.
I’m currently looking for viable broadband options, if anyone has a good suggestion in the Chicago area. The sad thing is that I know, no matter who we end up with, this is going to remain a problem. It is easier to ditch your service provider and pick up a new one every time there is a problem rather than try to talk to support.