Comcast Corporation Complaint - My Personal Email Conversation With Comcast
BALTIMORE, MARYLAND -- This is the reply from "Write Rick Germano"
Dear "Angry Customer"
I have read you complaint and would like to first apologize for all of the problems you have had. I would love the opportunity to help you address and find a resolution to your issues. Please feel free to contact me via e-mail or phone @ 410-XXX-XXXX. My hours are 10:00am to 6:00pm Monday through Friday. I am not sure what issues you are having so I am looking forward to hearing from you soon. Thank you for allowing me the chance to help you resolve your issues.
Executive Customer Care Representative
Greater Baltimore Area
This is my Reply to above message.
The best method of describing my history of dealing with Comcast would be with a timeline. John Doe , you may choose to read all of this detailed history or you may not. You, may also choose to note me as that "type" of customer or you may not as well. But one thing is that this is being written as a real-life experience with a more then negative customer service relationship.
Date: May - August 2008
Issue: Internet Service Outage
History: Had intermittent service outage with the internet service and was sent a technician. Technician came out checked signals, blamed it on the hot weather, and changed a splitter, and the service worked for another week or so. Service outage happened again and another technician came out - 20 minutes before scheduled time frame (luckily I was in the area to where I could race home). Technician blamed the outage on a cable line being hit by a contractor and said to call customer service and request a refund.
Complaint: Two different technicians gave two completely different reasons for outage. One technician arrived before the time frame (meaning I could have missed the appointment). Issue was only resolved with me spending numerous amounts of time on the phone trying to get a bill credit.
Date: August 2008 - September 2008
Issue: Name Change, Service Disconnect
History: Was in the process of moving to a new address and needed my name removed from the account and put into existing roommates. Options given: name change form or disconnect. Went with the name change form (was told it is immediate once received by Comcast). Didn't receive the form, had to get it faxed over. Sent in the form and called to request confirmation, Comcast had received it, yet was told it will take 60 days to take effect. Went with a new suggestion - disconnect. Had the disconnect order set-up and was told to bring in the existing digital box by 10/12. Called customer service on 10/4 to re-confirm to bring in the digital box, was told by "Name Removed" that the individual on the phone who was in training told you the wrong thing and that you shouldn't bring in a digital box to the lobby to have the name change/disconnect.
Complaint: Had to call and request a faxed copy - long delay in sending it via mail. Once again get numerous unique answers to a common issue that must be taught at some point in training. Wasn't told the correct method of going about getting your name removed from an account and further more almost cost me a trip on a Saturday to the Baltimore Metro Drive Lobby for no apparent reason. And had to deal with the phone customer service where you the customer is put in a scenario where they feel that they should be getting paid to do the legwork.
Date: September - October 2008
Issue: New Connection/Set-Up
History: Went ahead and ordered new account at a new address and the sales process was very fluid and easy (surprise), yet the backend technical set-up was not (another surprise). Technician came out 30 minutes before scheduled window, had to race home once again. The authorized comcast installer set-up our phone, internet, and cable package. He didn't set-up the phone on all jacks, as was confirmed by a CSR to happen. Went to set-up an appointment to have a tech fix the issue - was never sent to dispatch...So we sat at home from 10-1 on 10/4 waiting for nothing and then was re-scheduled for 10/5 between 1-4 and issued a credit. The credit was nice, considering that meant we received $6.66/hr for waiting and divide that by two leaves you with $3.33/hr - really worth our time! So we canceled the appointment for 10/5, due to the previous history of no-shows, early show-up, etc. Now, I decided to re-schedule online with "John Doe 2" and "Jane Doe" was telling me that only one jack is included in the set-up, but he'll get his manager to approve us to have them installed for free - gee thanks! and then he set-up the appointment and transferred me over to Jane Doe who had absolutely no idea what was going on and pretty much took around 20 plus minutes to get an appointment and figure out what account I was talking about.
Complaint: Tech arrived out of time frame, Work order wasn't sent to dispatch, Waited all day for nothing but $20 off a bill for service that isn't installed correctly. Had to once again do my own legwork to get a situation resolved.
Going Forward: So at this point, let's hope the technician actually shows up tomorrow 10/8 between 4-6pm and not earlier (some of us have to work). Let's hope that the issue is taken care of and that in the future minus any acts of God or "acceptable" technical hiccups that my experience with Comcast will be one where a service is delivered, an invoice is sent, and a bill is paid. Because, beside using the excuses that everyone else has (monopoly in telecommunications, just don't care about you, go with satellite). I am just besided myself as to how a company can drag a severly tarnished public image along everyday and still pull in a profit at yearend
Dear "Angry Customer"
You can be assured that I read every word of the e-mail you sent an am planning on going forward with reporting the issues with customer service to the supervisors responsible for those representatives, and also the complaints with the service department as well.
Please accept my apology for the inconvenience that you have experienced due to the missed time frames and poor installations, and poor customer service. I plan on following up with your account to make sure that the site supervisors are aware of the issue and confirming that the technician arrive within the window promised to you. I will also be following up with you after the work is completed to make sure that everything has been completed to your satisfaction.
I would like to call you on Thursday morning to speak with you in person as to the completion of the work promised and the measures in which we can make you happy. Is there a phone number that you can be reached at to speak about this on Thursday morning?
Again I apologize for the inconvenience and hope that after tomorrow we can make your service and experience with Comcast much more enjoyable. I look forward to speaking with you on Thursday morning.