Comcast

I called them around 11:00 last night, and spoke to an agent named "Jose". He was not fluent in English, so I had difficulty explaining the problem to him. Once i got him to understand the problem, he said they would come out on Saturday (4 days out) to look at it. I explained that I use my internet access to work, so that appointment time was unacceptable. He "escalated" the issue and said that I would receive a call within 30 minutes telling me when they would arrive to do the repairs. I never got a call back. This morning, I called back for a status and asked to speak to a superviser. I spoke to someone named "Princess". I had to explain the situation to her again (the 3rd person so far). She confirmed that the issue had been escalated, but explained that it can actually take 24 hours to geta call back. She entered additional notes in the case and escalated it again. I received a call a few hours later, explaining that they had come out and tested the signal, and they found it to be within acceptable limits. They asked me to confirm that my cable and internet are ok now. I explained that they are not and once again explained what had caused the outage in the first place. This person stated that I would receive a call soon with information on when a technician would come out to take another look. That was over 3 hours ago and still no call. I called customer service back and asked to speak to "Princess" again for an update. I was told that I couldn't speak to her again because I had been routed to a different call center. At that point, I asked to speak to a superviser again and was told by the agent that she handles superviser calls. Once again, I explained the entire situation to her, and I was told that it could be another day or two before I got a response, despite the fact that the issue had been escalated and flagged as a "safety issue". All of my other utilties that were affected by the car hitting the pole have been quickly and efficently restored by the companies involved. However, I am no closer to getting a resolution with Comcast than I was last night, and they are obviously in no hurry to address the issue. This is typical for Comcast. Most of their "agents" are not fluent in English, which makes it difficult to explain the problem. When they do understdand it, they often follow a troubleshooting script that wastes time in situations like this, where the root problem is perfectly clear. Even when you reach someone who can escalate the problem, they can't get it right, and all the customer gets is a run around. They have no incentive to fix problems, because they have a monopoly on cable service in their geographic areas, so they know that you have no alternatives if you want cable or high speed internet at yoru location. I have never dealt with a company that is so unwilling and/or unable to fix a customer's problem in a timely manner. If I don't get some indication of progress soon, I will be calling the BBB to file a complaint there. Comcast's "customer service" is basically non-existent. If you want a company that values their customers, don't use them.