Comcast Caught Lying To Customer On Tape

I've had numerous run-ins with COX cable and extra charges. Usually if I have a service call pending, I'll tell them to call me before they get to the house and I'll meet them from work. When (more like IF) they call, I tell them to hook up their meter at the ped and get a reading, then we'll get a reading at the NIU, then the TV. When we are both there I make sure they've tested it at the ped/NIU and the reading is acceptable. More times than not the level is low and I make them fix it before continuing. For some reason they always say the connectors are bad, dyke them off and install new ones. I know the old connector was fine, but it seems to be drilled into their head.
One of the last service calls was for a bad cable card (their responsibility). After insisting on checking each connection in the house, of which only two are active, he determined it was a bad card. (which I told the tech on the phone). He didn't have one with him. Not only that, hes not familiar with cable cards. (cox reps claim no one uses TIVO, but I could name 10 people on COX with tivos and the shitty cisco tuning adapter) He has to call around and find a tech in the area with one. Another guy shows up with one about a half hour later. It's now near 5:30 (service call scheduled for 4pm). they hurridly put the card in, but can't seem to wait for it to acquire signal from the head end. they give me an excuse about not being able to work past 5:30, gave me his business card and said to call him directly when it popped up with the cable card and tuner ID numbers and the two of them hit the door. That left me staring at a screen for 45 minutes while the card communicated. It finally gave a screen, and luckily a phone number to call. So I called and explained to the phone rep why a customer was calling and not a cox tech. He laughed about it, then got me provisioned.
And to top it off, I got a bill for interior service work on my next bill. I called and contested it. Phone rep kept telling me it was a valid charge. I told him all the work the tech did didn't fix the problem. Only replacing the cable card fixed it. He talked to a supervisor and finally agreed to drop the charges.
 
Ashbringer said:
This is nothing new, companies do this all the time. Especially those who have a monopoly. For example Gus Sorola had an issue with the gas company and had a creative way in how to deal with it. Point is never let one company control any market, no matter how small it is.

Also, just to point this out. Automatic payments are another area where companies can rape you. If you let them automatically debit your account then you never bother to check how much the bill way. Companies know this and that's why they can sometimes sneak in additional charges. Cause they know that majority of people with auto payments are not paying attention.
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At least that worked out better than his issue with the u-lock... Not sure how he ever got his stuff out (assuming he did) after the fallout by rt fans
 
FCC are you listening??? Or is your head way up broadband corporations' a$$es? Does it sound muffled????
 
canna said:
Not that I don't understand why you are upset, I'm just failing to understand why you took it out on someone completely unrelated. Sure, Comcast might have screwed up, but it wasn't likely that the particular person you were speaking with that made the screw up. That would be like kicking your cat because your son didn't cut the grass.
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Well maybe that'll make him think twice about working for a corporation that routinely tries to rook people out of their money. :D
 
this guy is pretty calm.

You really have to stoop down to their level of stupidity to communicate with them.

Preempt any charge by asking the technician directly if there will be charges. You can never be sure when you have to go through so many levels of idiots.
 
dr.kevin said:
Preempt any charge by asking the technician directly if there will be charges. You can never be sure when you have to go through so many levels of idiots.
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Advice - If you're genuinely being nice and don't give me a hard time, I can close a charge-able trouble call with a no-charge closing code. Happens all the time. If you bitch and whine about your bill or the call center (shit we have no control over) for 20 minutes before letting me find out it's a stupid issue then you're definitely getting charged.

I don't know how contractors do it, but in-house we don't give a shit if it's a charged call or not. We're hourly.
 
The FCC is bought and paid for by these mega-corps.
Welcome to the future.
 
Well on the bright side, if the Time Warner/ Comcast merger happens I've already been designated as sold to Charter.
Never heard of them before, but AT LEAST its not Comcast.
 
ajm786 said:
Let me swear something to anyone. If I were to ever move ANYWHERE else in the US other than where I live now, the determining factor in the move will be whether or not FIOS is available in the area. I don't care if I got a million dollar mansion for free in the best neighborhood that ever exists. No FIOS? No move.
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You should come to Chattanooga, as EPB has gigabit fiber and the best customer service of ANY company that I've ever dealt with. :)
 
Listening to that tape taught me a few things about comcast's tactics that I didn't previously recognize, but that's beside the point.

What is important is the following,

Comcast clearly demonstrates at every opportunity that they don't give a shit about anything but getting their hands on, "one more fucking dollar".

They clearly do not care about the customer.

They clearly do not care about their rank and file employees or what they subject to them to. Integrity is something with no intrinsic value to this corporation beyond using it as a false valance, a tool for enabling personal gain.

Every contact, of any kind, with any customer, is a mandatory occassion to push an upsell. Yes, I said push. Like a skeezy azz dope dealing pimp.

And that starts at the top. A fish stinks from the head, and today's business world stinks of avarice, contempt, and disregard. The American people are being extracted by corporations with no allegiance to any man, country, or morality. Comcast is a shining example of man's disregard for man.

This video sums it up, "I am Fishead" - https://www.youtube.com/watch?v=RXFmo6WipNk
 
maademperor said:
this is why I pay a little more for FIOS...last thing I want is them to get muscled out and Comcast become the only game in town...
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Sadly I am stuck with that option and it sucks. Every 6 months or so I follow up on my bill to make sure they do not stick me with any hidden charges. The latest was that they decided to charge me for Renting my OWN modem!!!
 
The corporations of the world, which are more or less multinationals with no true allegiance to any people or land, have all figured out that America is THE country to exploit for the next half century.

They know our leaders don't represent us, they know that money is free speech in this country, and they know that the chance of everyday citizens forming a focused opposition is unlikely without a one in a million spark.

It will only end when America is the next third world country, and there is no more blood to let.
 
ChedWick said:
Is this suppose to be a corrupt cooperate apologist post masked by an insightful tone?
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My guess is that I am far more removed from corporations than yourself. My point is that many of you people clearly hold others to a higher standard than yourselves. Either that or you hold both to an unreasonable and inhuman standard.
 
I hate Comcast, but what I hate more is that you only have a handful of cable providers across the US with it mostly being Comcast and Time Warner. And you better believe that there will only be one cable company where ever you live! It saddens me.

I don't know who you are. I don't know why you want to screw me. If you are looking to overcharge me, I can tell you I don't have a lot of money. But what I do have are a very particular set of skills, skills I have acquired over a very long career. Skills that make me a nightmare for people like you. If you take those charges off now, that'll be the end of it. I will not look for you, I will not pursue you. But if you don't, I will look for you, I will find you, and I will burn down your call center.
 
Starcrossed said:
My guess is that I am far more removed from corporations than yourself. My point is that many of you people clearly hold others to a higher standard than yourselves. Either that or you hold both to an unreasonable and inhuman standard.
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So its unreasonable and inhuman to feel that businesses should never lie to their customers? Well ok then.....
 
ChedWick said:
So its unreasonable and inhuman to feel that businesses should never lie to their customers? Well ok then.....
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People will always lie. Those same people will also expect others never to lie. I've found that lying is even sometimes the correct thing to do, but I suppose that is something that we all need to decide for ourselves.
 
Starcrossed said:
People will always lie. Those same people will also expect others never to lie. I've found that lying is even sometimes the correct thing to do, but I suppose that is something that we all need to decide for ourselves.
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It would appear that you're far removed from a few other things as well.
 
Starcrossed said:
People will always lie. Those same people will also expect others never to lie. I've found that lying is even sometimes the correct thing to do, but I suppose that is something that we all need to decide for ourselves.
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We aren't talking about people though, we are talking about a corporation that has created an environment where people must lie in order to keep their job and for some, that's survival. This is very illegal and corporations are supposed to be held to a higher standard. Even if the lying doesn't amount to a violation of law, its still incredibly unethical to do so.

Lying is RARELY the right thing to do. It's easy to do, sometimes it may make acceptance of a tough situation easier but ultimately, its a delay of the inevitable which can make things worse as well. I make it a point to lie as rarely as possible....and it makes my life rough sometimes...especially with women, lol...but I garner a lot of respect from the people around me because they can rely on me to be honest.

Everyone has their own moral code but its generally accepted in society that liars can't be trusted and inhibits the formation of relationships. The only reason Comcast or any other ISP for that matter retains its customers using such tactics is because of the monopoly/duopoly they have over their customers.
 
ATT plays this game with me all the time. Except it's not tech vitists, it's billing issues. Suddenly my bill will go up by $10/mo. I call and they offer me a credit for $10xthe remaining months on the contract, and usually bonus extra channels or speed.
I mean, it's a pain, but they cover the difference and more each time, so I come out on top. Minus the cost of my time.

They're just lucky I don't bill them my going rate.:eek:

That said, from here on out I'm recording all phone calls with them. Illinois courts just struck down the state's 2-party consent law, so I am free to do as I wish on that front.
 
USMCGrunt said:
We aren't talking about people though, we are talking about a corporation that has created an environment where people must lie in order to keep their job and for some, that's survival. This is very illegal and corporations are supposed to be held to a higher standard. Even if the lying doesn't amount to a violation of law, its still incredibly unethical to do so.

Lying is RARELY the right thing to do. It's easy to do, sometimes it may make acceptance of a tough situation easier but ultimately, its a delay of the inevitable which can make things worse as well. I make it a point to lie as rarely as possible....and it makes my life rough sometimes...especially with women, lol...but I garner a lot of respect from the people around me because they can rely on me to be honest.

Everyone has their own moral code but its generally accepted in society that liars can't be trusted and inhibits the formation of relationships. The only reason Comcast or any other ISP for that matter retains its customers using such tactics is because of the monopoly/duopoly they have over their customers.
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Corporation actually comes from the Latin corpus meaning "body." When one holds others to an inhuman moral code, then one forces oneself into living an inhuman life. It is much easier to say to oneself, "There is certainly an occasion where I, myself, would find lying correct," than it is to go around blaming corporation for every evil in the world. Certainly corporations make a plenitude of mistakes, but they are also the scapegoats for a bunch of people that are unwilling to be realistic about the world.
 
Comcasts actions stem from years and years and years of buying up smaller companies. They have to pay down the debt of these acquisitions. In other words, they are in need of cash to finance their operations. What better way than to raise cash than to make customers pay for all sorts of little shit that they have no idea what it is and will just assume it is a tax.
 
Modred189 said:
ATT plays this game with me all the time. Except it's not tech vitists, it's billing issues. Suddenly my bill will go up by $10/mo. I call and they offer me a credit for $10xthe remaining months on the contract, and usually bonus extra channels or speed.
I mean, it's a pain, but they cover the difference and more each time, so I come out on top. Minus the cost of my time.

They're just lucky I don't bill them my going rate.:eek:

That said, from here on out I'm recording all phone calls with them. Illinois courts just struck down the state's 2-party consent law, so I am free to do as I wish on that front.
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Actually, any 2 party consent law would be invalid in these types of situations because at the beginning of these calls they say they are recording for "customer quality and training purposes". If one party is recording a call the other is free to do so as well. Granted I am no lawyer but this is how I understand the explanations that have been given to me by lawyers.
 
m heisty said:
Actually, any 2 party consent law would be invalid in these types of situations because at the beginning of these calls they say they are recording for "customer quality and training purposes". If one party is recording a call the other is free to do so as well. Granted I am no lawyer but this is how I understand the explanations that have been given to me by lawyers.
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It's a mixed bag. Some states require the 2-party consent to be explicit, as opposed to (as you described) implied. I don't know much beyond that, however.
 
Modred189 said:
It's a mixed bag. Some states require the 2-party consent to be explicit, as opposed to (as you described) implied. I don't know much beyond that, however.
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It is explicit in the context of this thread. When you call a support line, and they say we are recording this, and you chose to continue on you have given explicit authorization for them to do so. The other party who maybe (is) recording the conversation, therefore grants you the authority to do so as well.
 
maademperor said:
this is why I pay a little more for FIOS...last thing I want is them to get muscled out and Comcast become the only game in town...
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This is why I stick with DSL, I could get speeds 10 times faster for not too much more, but I just have this feeling this shit would happen to me.
 
m heisty said:
It is explicit in the context of this thread. When you call a support line, and they say we are recording this, and you chose to continue on you have given explicit authorization for them to do so. The other party who maybe (is) recording the conversation, therefore grants you the authority to do so as well.
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No, that's implied consent. Explicit consent is them asking for your consent and you SAYING that you give it. If it is based on observed behavior, that is implied.i.e., they imply your consent from the fact you stayed on the line.
 
Until a good competitor is available, Comcast has no reason to fix their horrible customer service practices. They own the FCC and most people see their internet (and TV for non-cord cutters) as a necessary evil and will pay whatever fees come their way. My only alternative is AT&T DSL (or a contractual DSL provider who ends up just using AT&T's physical plant). AT&T DSL is awful so I'm ultimately stuck with Comcast. I don't use their TV or phone services and I have my own modem so I just have to watch out with being screwed when I ever go to cancel.
 
shade91 said:
Until a good competitor is available, Comcast has no reason to fix their horrible customer service practices. They own the FCC and most people see their internet (and TV for non-cord cutters) as a necessary evil and will pay whatever fees come their way. My only alternative is AT&T DSL (or a contractual DSL provider who ends up just using AT&T's physical plant). AT&T DSL is awful so I'm ultimately stuck with Comcast. I don't use their TV or phone services and I have my own modem so I just have to watch out with being screwed when I ever go to cancel.
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Yep, this is pretty much me as well. Until then will have to stick to comcast.
 
Yes, starcrossed, everybody lies. Some are small and some are big, but when you lie to obtain property (money) that you didn't earn and don't deserve, then it's called FRAUD. And fraud is illegal. People go to jail all the time for fraud. What Comcast attempted here was fraud, and since the customer could prove it, they backed down. They probably commit fraud every day, but it just can't be proved. So that's the difference. Maybe you want to reconsider your defense of them now?
 
rivertown_rat said:
Yes, starcrossed, everybody lies. Some are small and some are big, but when you lie to obtain property (money) that you didn't earn and don't deserve, then it's called FRAUD. And fraud is illegal. People go to jail all the time for fraud. What Comcast attempted here was fraud, and since the customer could prove it, they backed down. They probably commit fraud every day, but it just can't be proved. So that's the difference. Maybe you want to reconsider your defense of them now?
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I'm not really defending them. I was merely pointing out that individuals lie quite commonly, but when a corporation does it those same individuals are incensed.
 
pigwalk said:
Advice - If you're genuinely being nice and don't give me a hard time, I can close a charge-able trouble call with a no-charge closing code. Happens all the time. If you bitch and whine about your bill or the call center (shit we have no control over) for 20 minutes before letting me find out it's a stupid issue then you're definitely getting charged.

I don't know how contractors do it, but in-house we don't give a shit if it's a charged call or not. We're hourly.
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Doesn't matter if customer is azz-hat or not. Your job is to treat everyone equally. Maybe you are part of the problem.
 
Starcrossed said:
I'm not really defending them. I was merely pointing out that individuals lie quite commonly, but when a corporation does it those same individuals are incensed.
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No, you are defending them by attempting to dilute the offense. Make no mistake, Comcast was one very quick phone call away from prosecution had they not backed down. If an individual lied to defraud another, they could and should be criminally prosecuted. The same goes for a corporation, whether you believe this "corporations are people" bullshit or not. Because in your mind it's easy for you to lie does not mean that it makes it A) excusable or B) legal.
 
Ducman69 said:
Jesus Christ, I would have purchased the first available ticket to Sri Lanka or wherever that call center is to punch that lady in the face until she tells me who is making her be such a douche, and work my way up the chain. In fact, that sounds like it would make a really good movie. :D
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DigitalGriffin said:
Doesn't matter if customer is azz-hat or not. Your job is to treat everyone equally. Maybe you are part of the problem.
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It shouldn't, but since we're all human it's no surprise that you'll have better luck if you approach the situation in a nice way.
 
Mr. K6 said:
No, you are defending them by attempting to dilute the offense. Make no mistake, Comcast was one very quick phone call away from prosecution had they not backed down. If an individual lied to defraud another, they could and should be criminally prosecuted. The same goes for a corporation, whether you believe this "corporations are people" bullshit or not. Because in your mind it's easy for you to lie does not mean that it makes it A) excusable or B) legal.
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You may see that as the practical truth, but I really don't care about the defense of Comcast.
 
I don't really see corporations as people. They are more like masses of partial souls, but I don't like to bring up Platonic topics at this website.
 
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