04 August, 2008

The Move and Comcast Hell, UPDATED

Velo Orange has moved into our new space. We used a local mover, Bill's Company, who was just great. Everything went smoothly. Extra shelves and file cabinets were delivered exactly on time by various companies. Our staff did a great job organizing the warehouse, while the showroom, that was my job, is still a mess. But we are not yet up and running and the blame sits squarely with Comcast. Let me explain.

We were the first company in Annapolis to use Comcast commercial phone service. We also use them as our internet provider. About a month ago I called to arrange the service to be switched to our new location. I was assured everything would be taken care of promptly. Yet despite repeated calls to managers and supervisors all we've gotten is apologies and excuses. We still don't have phone or internet access at the new location. We now see why Comcast has been called, "The worst company ever." Read this article to see just how awful a reputation they have. I wish I'd known.

What this means is that your orders will go out a day later than usual, some e-mails will go unanswered, and we'll be running home or to the library to get online or to print shipping labels. And you can't call us. This despite that our new space used to have Comcast service and all they had to do was send someone to hook it up again. I may write a more detailed account of all this later if anyone is interested.

The photos are of our new space, except for the cake. That was a moving present from our postman. Thanks Ray!

UPDATE: It's 8pm, but Comcast is finally here. We have internet service now and they say we'll soon have phones. Everything should be back to normal tomorrow.


Alan said...

Sorry to hear about Comcast hell. I did love the story of the lady who went to the Comcast office with a hammer, God bless her.

Best of luck Chris, keep the faith.

nordic_68 said...

Is that a wood tool chest in the photo of your shop? What's the story behind that?

Ivana RideMyBike said...

Comcast has superior a customer service system when compared to verizon. I think re-regulation is the only way to fix these monsters.

Congrats on your new place.

akahn said...

You may have heard of the FCC's recent decision to put Comcast in its place when it comes to filtering its customers' internet traffic. Here's Craig Aaron on this very news: http://www.freepress.net/FCC_Comcast_democracy_now

Andrew said...

How cool is it to see a bike shop with rando and city bikes sitting in the showroom?

Gunnar Berg said...
This comment has been removed by the author.
Anonymous said...

Ray is relieved that he will no longer have to carry all those future packages and delivered a cake instead! Congratulations on the expansion and looking forward to bigger and better things.
Best wishes, Jack

doc said...

The cake is awesome - great gesture.

'not your typical bike showroom line-up. 'looks great!

david_nj said...

I think Comcast's operations have improved immeasurably over the past few years. I don't really agree with slandering them in a public forum. They aren't the "worst company ever". They are in a highly complicated business where margins are low and each installation takes at least some degree of customization. It is a difficult thing to pull off well at a mass scale and by and large they've done it.

ComcastCares1 said...

Congratulations on your business success!

I also read about the difficulties you experienced with our company. On behalf of Comcast, I would like to apologize for the inconveniences we caused. We are working hard to ensure that you have a better experience next time.

Please feel free to contact me if you need further assistance on your service. We are here to help.

Thanks again for sharing your experience and I am wishing you the best of luck on your successful business!

Best Regards,

Mark C.
Comcast Corp.

Anonymous said...

Just curious: why did you stick with Comcast after all that? I hope it's solely because there's no other option, which is hard to imagine.

And what do you mean you wish you had known earlier? They were providing no service at all and you should've simply said goodbye and called another company.

You rewarded them with your business for no reason. Comcast became what it is today because people find it easier to take it up the rear instead of exercising some basic, sensible judgment as a consumer.

tiztim said...

In Chicago, a Comcast cable guy was arrested for two rape/murders. Guy got in since he was answering a Comcast installation appointment. Comcast installers apparently are contractors not employed (or screened and background-checked) by Comcast. Don't ever use Comcast. They don't care.

2whls3spds said...

Congratulations on the move to the larger space. As far as Comcast...I don't have them in our area (good thing I guess) But have little success dealing with any large company, too many people have no clue what is going on. Embarq is the hell on our street.


Bloggo said...

Yes, Comcast is pure friggin hell and since they are a monopoly for fast Internet in my area, I have no choice but to use them. I can buy 300 different types cereals but I don't eat cereal. Fast Internet I need for my home business and I get only one choice. Where is the free market when you actually need it?