Lessons Learned

It is easier to sell one house in one state and buy another house in another state than it is to transfer your Comcast service from one state to another.

Every party involved in closing the sale on our old house and our new house met their obligations, returned calls, answered questions, and kept their promises. We sold one house and bought another in a one-week timeframe.
After dealing with Comcast for 2 and 1/2 months we are still having issues.

Do not transfer your services from one state to another.

In the end we would have been better off to disconnect our service in Denver and start new service in Nashville.

The relocation team exists only to take your order and set up payments in the new location.

When we asked the relocation representative to call the Nashville office to reschedule our appointment she said that she could not call any other groups; we had to call the 800 number.

Comcast's customer relationship management software must have a terrible interface that prevents Customer Service Representatives from entering accurate notes.

Each time we called in or were transferred we had to repeat our story/issue/problem from the beginning. When we asked them to read their notes the Customer Service Representatives often got huffy and in one case we were told that their process required us to repeat our story.

Comcast's phone system is antiquated.

Based on feedback from multiple Customer Service Representatives, the people in Tier I support cannot call or email the people in Tier II support. If this is the case then Comcast has the absolute worst phone system that hasn't been update since the 1800's and email systems that have not been upgraded since the advent of the Internet.

Transferring your call is a euphemism for cutting you off.

Each time you ask for a supervisor the Customer Service Rep. asks you to tell them what the problem is.
In one case I sat on the phone for 15 minutes while the Rep. IM'd her manager, who eventually agreed to take my call then cut me off during the transfer; they did not call me back.
Multiple times we were cut off during transfers (see comments on bad phone system).

A Manager is not always a Manager.

If you ask for a supervisor/manager when he or she comes on the line make sure you ask if they are the supervisor/manager. They tell you they will hand you off to a manager but really pass you on to a peer or higher-level Tier I support Rep.

Tier II Support is isolated from the rest of the known world.

There is an impenetrable wall between Tier I and Tier II support. Tier I cannot pass you on to Tier II support, call Tier II support, or email Tier II support.

Comcast Management is isolated from customer problems.

You cannot talk with a person above Manager level; if you ask for a Sr. Manager, Director, or VP you are told that that is proprietary information; they don't have the numbers. If you ask them to send a message to the higher ups for you they tell you they cannot.

Calling Comcast Corporate offices will get you passed to another person who will ask you to repeat your story; then proceed not to help you.

If you call the corporate office you are given a special representative who does not return you calls.

Sometimes you get crappy Comcast equipment.

If you are the last stop on an installer's route before he restocks you are going to get crappy equipment.
If you want better equipment--a.k.a. equipment that works--you have to go to a Comcast Service Center and swap out your bad equipment for some more refurbished equipment.

Customer service is dead at Comcast.

If you think Comcast is going to give you good customer service you are delusional.