Why do Support Tickets go unanswered for 5 or more days????

Hello, @user_074b04 thank you for reaching out over the Comcast Business Forum. We value privacy in public posts, so you may notice some personal information was edited. I have access to view tickets, and would like to investigate the status of your ticket that has been submitted. Since I'll need to gather some information that we don't want here in our public conversation. When you have time, could you please send a direct message. 

To expedite your request, we ask that you please include your name, the business name on the account, the phone number for the account, and the service address alongside your inquiry, so we can best assist.

• Click "Sign In" if necessary 

• Click the "Direct Messaging" icon in the top right corner

• Click the "New message" (pencil and paper) icon 

• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there 

• - As you are typing a drop-down list appears. Select "Comcast Business" from that list 

• - A "Comcast Business" graphic replaces the "To:" line 

• Type your message in the text area near the bottom of the window 

• Press Enter to send it

Since I know Comcast isn't going to update this here so that others coming to the forum can read how unhelpful these people are, I'll update it for you guys. 

Comcast had me send them direct messages with the information already provided in the chat. They then passed me around to multiple people and still didn't answer my question. Their response was "Thank you for fully verifying the account with us today. We see the **TICKET NUMBER** still has the status of being assigned and do not show an update to that ticket. What our team can do is put in an escalated request to our executive relations group which is our highest tier of customer service. What would be a good contact number and email address we can associate with the ticket for them to reach you at?"

So NOBODY actually answered my question as to WHY my ticket hasn't been addressed yet since it's been over the 24-48 hours that they told me. I've been told by multiple people that it's been escalated already to the highest tier of customer service - this guy just told me that too - so obviously it's never been escalated like they told me it would have been 5 DAYS AGO. Horrible customer service. I'd highly recommend people use ATT internet or Calyx Institute for internet. Also - they still refuse to give me a way to contact a supervisor or manager. 

[Edited: "Inflammatory and Solicitation"] 

Day 6 - still no help from Comcast. [Edited: "Solicitation"]

This is also a response, "Our options are limited with Comcast Business accounts, and wanted to make sure to provide the support options available to our team." 

So that means, as a business we get less help from Comcast than a regular person. Still get get a human on the phone that can help me. Still waiting. Still nothing. I'll keep people posted here with the truth so Comcast cant lie to you like they do to everyone else. Apparently being a business account puts you at the bottom of their totem pole. 

I filed an official complaint with the FTC - [Edited: "Solicitation"]. It probably wont do much but it at least lets the Federal system know how Comcast is ripping people off and refusing to actually help. 

I just love how they are continuing to explain away their failure here - and continuing to fail. When I get the actual help I've been promised for 6 days now, I'll let people know. 

"This is definitely not how we want you to feel. We truly want to help and do everything within our power to provide a solution as quickly as possible. The previous ticket is a different ticket from the one we opened with our Corporate Escalations team. Rest assured, you are in good hands, and we have your back. We will make sure to stick with you on here and monitor this ticket on our end to ensure you are contacted and provided with a solution. We appreciate you greatly for bearing with us."

Rest assured - great script. It's the same thing they tell everyone. Yet nothing changes. 

They have finally fixed my issue. The gentleman I spoke to was very helpful and apologetic. I do appreciate him. I hate comcast still because it should not have come to all of this. This ONE gentleman was the only person I've delt with that actually cared - everyone else read their scripts and did not a single [Edited: "Language"] thing. 

Most movement to get things fixed and addressed seems to have taken place AFTER I filed an official complaint report with the Federal Trade Commission (FTC). I'd suggest if you have an issue, start there - file a complaint. The other thing you have to do is send daily (once this reached the 5 day mark I started emailing hourly) emails to anyone and everyone that you have an email address for. Then I called at least once daily. Then I got on this forum (not helpful other than making sure I've documented my horrible experience here for others to read and learn from) and have been blasting on here and in the direct messaging system with them daily. 

Apparently you have to hit them from every single angle to even be considered for help. They have failed entirely at being a good, reputable company. They have failed at providing efficient customer service. They have failed completely at making a "valued customer" feel valued even the tiniest bit. 

Comcast - you are a failure and nothing but a money making scheme that has not a single care about your customers. You swear to be an American company but all that means is that you have HQ in PA, but 99% of your employees are across seas and cannot be understood - nor can they help. 

I hope this helps someone - it'll help more than Comcast will...... "rest assured" as they say in the Comcast scripts. LOL.