Comcast / Xfinity

Thursday morning 6/27/2019 a fire started at the Comcast cable box on the side of our house. Luckily I was there to put it out before it engulfed the paneling on the house. I called 911, fire department arrived and checked everything out. They said it was a Comcast issue. Our house and two others did not have power which means my 75y/o mother has no a/c (summertime temps in the 90's) and no phone in case of an emergency. I personally called Comcast and got a guy who could barely speak English. Finally, after being frustrated I hung up and decided to go to the local office which is 10 minutes away in Dallas, Ga. The office did not open until 9 but trucks were being loaded and workers were present. I asked one if there was someone around who could help me, she went and found Wally( the service manager) he came out and we spoke. He asked if he could get the pictures I had and I text them to him. He then told me I would have to go home and make an appointment. Huh? My house almost burned down, you are the service manager but could not help us? and we have no phone or power at the house because it's through Comcast? Thanks bud. (Customer service at its finest...sarcasm) georgia power came out right away, I guess Wally sent someone to fix the box down near the street but not anyone to check on the house or us. That Comcast employee said the same thing, we have to make an appointment. I had to go to work and leave my mother at home for a few hours. She had to go to a neighbors house and use there phone (2hrs) to try to get an appointment. They told her between 3-5pm. I was home at 4, waited until 5 and went back up to the local office in Dallas, Ga and spoke with a customer service rep. They pulled up our account and there was never an appointment scheduled. They told me the best they could do was 1-4 the next day? How is it that the service manager knew of this situation because I physically went there and we still couldn't get someone there that day? I went back and forth with the desk manager and was highly pissed off at this point and left.

So Friday comes along, (no rush from Comcast) and they show up after 1pm. The service tech says that if the lines are fried we will have to get an electrician out to re wire our cable lines throughout the house and that it would be our expense. He puts a new box on, wires everything up. Phone is working. Internet is working. Cable boxes would not. Calls someone and tells them we have older boxes and he would have to set up new ones. Living room is fine. Master bedroom is fine. Then He goes to another bedroom that has the tv mounted on the wall and a shelf under it to hold the box ( it's there to hold a cable box, that is all. Not the weight of a grown man). This shelf has been in place and in tact for over a year with no issues until today when it was ripped out of the wall. Did not apologize, just left the box hanging below the TV and the shelf on the floor. What happened to being careful and or leaving things the way you found them? Especially when you are working in someone's house?

At this point I have had it with Comcast and the lack of compassion for others and customer service. Especially from Wally (he's a manager?). The side of the house still has a smoke stain. No one has said anything about that. I guess they think it will just go away? The new box that he installed today was put above the old box, with all the wires going into the house uncovered (box is supposed to cover that) and the old screw holes from the old box not filled.

Overall the service from this company is horrible. Absolutely horrible. This is coming from someone who has been a customer for 20+ years. Not for much longer though. Especially if nothing gets done.