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Wag D'Tail
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Wag D'Tail

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#ashleyfurniturehomestore    We are beyond upset with them.

 Original order in May, pushed delivery out because the table was back ordered. Delivery date arrives, no table, its still back-ordered though no one told us. The couch couldn't be brought in (not their fault) so just the chairs were delivered.
 Fast forward a week, we go to Ashley and pick out a new couch, more expensive since we needed to be able to take it apart to get it into the apartment. Push out delivery another week due to scheduling for us and back order for the couch.
 Fast forward to yesterday (day before delivery). Call from Ashley, confirm delivery for today, no mention of anything not being delivered.  Delivery window confirmed for 12 to 3pm (never mind it mostly blows the day). Go out to breakfast ( LOVE The Original Pancake House !), get a phone call...."oh yeah, the couch is still not in so it can't be delivered today, first available time would be Wednesday". OK, that won't work, lets go for next Saturday. "We show nothing available for Saturday but I'll put it in for Friday and keep checking". Yeah, Friday will NOT work....no way, no how. But, please deliver the table as planned today.
 So, we decide to call and cancel the couch. Screw this, I'm tired of the run around. 15 mins on hold get a nice person and request the cancel. Cool.
 Keeping in mind the start of the delivery window is 12pm, at 1125 am we get another call from them...wait for it...."the table is damaged and can't be delivered today" Uhm...ok...yeah, thanks for the info.
 Another call to Ashley CS to request the table be cancelled as well. I'm done with this. Apparently, I'm not important enough to them to 1) let me know when things change 2) attempt to accommodate me when they make mistakes.

 We will see what happens with the refund for the table and the couch since its beyond the 48 hour period. It will not be in their best interests to mess this part up. Amex loves me and I'm sure they will be glad to get this resolved for me.
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2 items that should have been delivered... 1 still back ordered and one damaged. So, neither will be delivered.

Just got an auto dialer call saying that the truck will arrive in about 1/2 hour...

#ashleyfurniture really doesn't have their act together. 
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Wag D'Tail

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Once again Comcast drops the ball.

  We were having internet issues, call them, long wait... "If you'd like us to call you back in 5 to 7 minutes, press 1". Sure, beats waiting and listening to your hold music.

   Wait time was actually about 13 minutes. Phone rings, Rick answers, its a robot saying "hey! Its us calling you back!". SWEET! Maybe this is working as planned until....

   "All of our representatives are currently busy, please wait for the next representative"

  Really? So, hanging up and having you call me back did nothing to lessen the wait?

 It's not just me either. I have 2 friends who (separately) recently moved. Both went out of their way well in advance of the move in date called numerous time to confirm the re-install.
  Guess what happened? Oh yeah, BOTH had their appointments missed, BOTH had to escalate to get someone out to their respective apartments in less than a week.  Really? Why is this? The commercials are great! Sadly, no one can believe them.

   I'm really frustrated with this company. After working 7 years for Comcast, I'm really embarrassed by the level of customer service I've experienced from them. From the outsourced chats that don't use proper English for the blurbs, to the scripts that will not address an issue, to the CSA's not being trained to "answer the question asked", to the long wait time when the service has failed yet again, I'm as done as I can be with this company. For 7 years I defended it, man, did I defend it!  If I had something else available right now, I would be switching. (No, I'm not using the "I have no choice...I do have choices, just nothing that would be better at this time. ") I am seriously tempted to switch to Century Link even though they only have the 1.5MBs available to us right now.)
 I have already dropped the TV to limited basic (still a waste of money to me since most of the programming sucks, but that's not Comcast's fault)
   Am I spoiled because I know what real customer service is? Yes. Do I care about outsourcing? No, but I do request it be kept real. Don't use "blurbs" that don't use proper English. Don't have someone try to be empathetic with me who in no way has Comcast Cable.
   Long wait times for customer service? Unacceptable, especially if you are going to outsource. That's the point behind outsourcing, to make sure your customers are taken care of quickly.

  I no longer need tech support. My issue magically cleared itself, no thanks to Comcast.
  I do not wish for a personal response from Comcast. It would do no good. This issue just needs to be addressed. Talking to me won't fix it. It is a systemic issue.
  Comcast, fix yourself!
#comcast #comcastfail #comcastsucks  
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Rick Ernst's profile photoWag D'Tail's profile photoComcastcares's profile photo
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I'd like to see we get your bill corrected for you.  Please email me when you have a moment. 
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Wag D'Tail

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sigh Even after I should be done with #Comcast, it continues.
  I logged into my account just to make sure stuff was being done. Hmmm, it all shows still connected. How nice. Contact chat, guess there was only 1 person working cuz it took a while.
 Was told "yes, the order was put in on the 14th but it wouldn't "close" until May 7, 2014. "This is due to rented equipment" Uhm. What? I verified all that shows is "owned" equipment. "oh, you are right". Duh.
  I personally know
 1) No tech roll needs to happen, just remove the equipment and close the order
2) I don't believe my chat person that "the billing was stopped on Apr 14, 2014". I believe I will be charged for the full month. Convenient that my autopay is slated for the 22nd...and my refund will take time, if it comes at all cuz...you know...it has to be mailed as a check.

  Is it too much to ask to have my account cancelled when I ask it to be cancelled? Is it any wonder the people I work with cringe when I say I used to work for Comcast because of their own experiences? Makes me really sad :(
 (Sorry this is so long, 3am rants....always fun ;) )
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Wag D'Tail's profile photoRick Ernst's profile photoLaura Gilman's profile photo
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Not saying you shouldn't be mad at them! Obviously it's not something that should be that way.
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Wag D'Tail

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What is up with #comcast customer service? I used to work in customer service at Comcast, and am appalled at the service now provided. I am in Seattle and have recently had the opportunity to contact them via chat. Its painfully obvious I am not speaking with anyone who is actually paying attention to me. The "blurbs" used are not phrased correctly and are inappropriately used. I don't need to be made nice with. How about actually asking me what is wrong and addressing it? I feel the "make nice" is a corporate thing but really #comcast, this is crazy. It doesn't make me less upset when I am spoken to in this manner (it happened on the phone as well as chat tho I was able to tell the phone person I really didn't want to chit chat, just address my problem and let me be done with it)
  The other thing was the "call back" I received after I was finally able to get my problem fixed. 1) I was never asked if I wanted to participate in the survey 2) when I got this call back and decided I would take part, it never would recognize that I was actually willing to take it.

  Overall, Comcast service is "ok" for me, no really big complaints. I'm just really disappointed with the direction customer service has taken. The billing department consolidations which has caused massive job losses is bad enough but the experiences I've had with the out source groups should really give Comcast pause in the future. I'm sure this is being echo'd all over the US at this point. When I worked at Comcast I would never have presumed to speak to a customer in the manner these folks are.
(sorry to my circles for the spam!)
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Wag D'Tail's profile photoTiffany Serijna's profile photoMelissa Mendoza's profile photo
29 comments
 
Glad to hear it.  I'll keep an eye on this on our side.  I'm here if you need me. 
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Have them in circles
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Mark Strickland's profile photo
Chris Carroll's profile photo
Karen B's profile photo
John-Michael Bassett's profile photo
Jackie Martinez's profile photo
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