Since Infinity/Comcast has been given a virtual monopoly for cable tv/internet services on the cape by the towns, is there some liaison whereby the residents who are subjected to this monopoly can actually get customer service issues resolved? If not, in view of the notoriety of the Infinity/Comcast customer service issues, isn't it time there was?
Yesterday, I called their customer service line to have issues resolved with my phone and my television service. I agreed to participate in their satisfaction survey at the end of the call. The automated call came 30 minutes later....while I was still on hold....waiting for the techs. I went online to use their online service..and was transferred to 7 different people trying to get television and telephone service restored...I was finally successful in getting the telephone service restored...only to discover that messages from 2 weeks ago were finally delivered to my voice mail. Then, when I spoke to customer service again this morning still trying to get my television service restored, I told them that since I had not had my television service for almost 5 days, I thought I should be entitled to a credit on my bill. They told me that since I used their online and automatic customer service options, they had no record of my outages, and no credit would be issued. These service issues are not one time events, but repeated events.
I kept the transcript from the online conversations with the 7 different customer service representatives I spoke with yesterday. And yes, at least one of them were located in India. If we are subjected to this virtual monopoly by agreements that the town(s) have made, then we also need to have an avenue to address Infinity/Comcast's failure to address customer issues.