FEELING DUPED BY HOME SECURITY CONTRACT
As a Comcast customer for over twenty years I am truly frustrated with the treatment we have received from Comcast for the home security system we purchased to secure our home. My first problem was on December 3, 2013 when I called because I could not access my system from my phone after trying for several days, a representative informed me that the system was down since November 29, 2013 and is still out as of December 3, 2013. I was informed that when the system internet is down the system is on battery back up doors and windows alarms may not work properly could possibly be compromised. This made me feel unsafe in my home with a system that is not performing at full capacity and I expressed this to the rep., and wanted out of my contract because I wasn’t notified of an outage for this long period of time. The Rep., Kassia gave me her phone number to call because she was not able to determine at that time if or when the system would be restored. I was advised to call her back I believe central time to find out what was going on so I waited and called her back at 855-242-2874 x35422 she advised the system is now up. I expressed how disappointed I was and not feeling secure with a system that’s been partially down for over a week and nothing informed me of such an outage. I expressed I wanted to cancel this service it is not working properly I was informed to call resolution or retention department. I called and the gentlemen that answered he was so inept I became frustrated and hung up.
On December 11, 2013 I was playing around with the word dictionary on the system and it wouldn’t work a message came up stating the internet service was not available. I called s/w Melissa and Youlanda was informed the system went down at 1:30am and expressed concerns again for my safety with a partially working system and why don’t they inform you or something when the system goes down. As usual the old “I apologize” script that everyone tells you without any solution to the problem again, I expressed my concerns for my safety and not knowing this system is partially down again and I am trusting this security system to at least alert me if someone enters my home and being home alone while my husband is traveling this is very frightful and I need something I can count on and this is not it. I was transferred to what I thought was a manager because that is what I requested instead I was transferred to Brianna ID# 2220 I reiterated my account information and my concerns and that’s when I found out she was not a supervisor. I informed Brianna I wanted a supervisor she kept insisting I have a tech come out and look at the service and I did not want a tech I wanted to speak with someone in management prior to any appointments being made. No matter what I said to Brianna it was as if she did not hear me speaking our conversation was not in sync at all maybe she was preoccupied because she wasn’t attentive to our conversation. I insisted on speaking with a Supervisor finally she told me her Manager Gerald Singleton was heading to a meeting and would call me, I gave her my cell phone and home phone number for him to call me. I asked what time of the day managers make phone calls she stated when they have time that’s why I gave her both phone numbers. She is now back to scheduling me an appointment again I refused only to find out later when I received an automated phone call that Brianna had gone ahead and scheduled an appointment without my permission. I am now very upset because she has just validated that she was not listening to my concerns at all.
This lead me to calling the corporate office 215-286-1700 requesting complaint department the young lady listen and informed me my account was being assigned to someone to contact me and that is how I came in contact with Ms. Burkins or Burkess told my story again for the 10th time if not more and was informed that in order to cancel the service she must resolve all angles first. Ms. Butkin ot Burkess also stated that Gerald Singleton noted on my account that a call was placed to me and I NEVER received a phone call from Gerald Singleton that was a FALSE note put on my account by someone and that too angered me that someone would insert a bogus note rather than call me. Mr. Burkins or Burkess sated she would look into it but to this date that has never been explained to, me who inserted that false note on my account. She also told me if the equipment is the problem then she could cancel the contract but she needed a tech to come out and take a look at the system. I agreed to an appointment the tech came out on Saturday 12/14/13 between 3-5pm at 4:50pm received a phone call that tech will be there at 6pm agreed again he arrived about an hour later just before 6pm. I recognized him as one of the two who installed the system initially. He took a part out and came back in with a replacement part I asked what was wrong with the system and was told the receiver was “fried” and he replaced an aftermarket part with a net gear part that should have been on the system in the beginning. The following day Ms. Burkins, Burkess called me I informed her that he had to replace a part and then her reason for cancelling changed and now she cannot cancel because he was able to fix the system. The phone dropped she called back advised me they were having phone problems. After another dropped called I informed her this is not what you told me she stated well you have been using the system all this time and I informed her I am still paying for a partial system what do you mean.
I refused to continue this conversation with her and asked for her Manager and this is how I came in contact with Faith Aikens 770-559-7120. After speaking with Ms. Aikens she informed me that there is nothing she can do to cancel the service without charging me a cancellation fee because the system was fixed the phone dropped about ten minutes later Ms. Aikens called back I informed her that is not what I was told my Ms. Burkins or Burkess the phone dropped again she called back we could not have a decent conversation because Comcast was experiencing phone complications and the phone dropped a third time. I waited over 15 minutes no call went outside to walk dog she called and left a message and I have called her several times because she never tried to reach out to me again and I am still waiting for her to call me back to have a decent conversation about my request to cancel. And I am still waiting for her call. I am so frustrated with this hole thing I am not happy with the system and I do not feel it is a safe system and I again am expressing as I did as far back as November 29, 2013 without penalty.
Signed,
A customer who feels duped.
Today DECEMBER 18, 2013
I AM SO FRUSTRATED WITH THIS BOOT LEG SECURITY SYSTEM THAT HAS GONE DOWN PARTIALLY TWICE IN THE LAST 40 DAYS AND NOW THEY TELL ME MY 30 DAYS ARE UP AND THEY CANNOT RELEASE ME FROM THE 3YR CONTRACT AT 29.95 FOR TWO YEARS AND 30.00 THE LAST YEAR. THIS IS THE WORST SO CALLED SECURITY SYSTEM EVER!!!
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