Why Comcast Sucks
October 6, 2011. 10:50 a.m.
Original Message Follows:
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The following information was submitted from the Comcast Web site:
Re: Web Form Submission: General Inquiry/Other
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Problem: General Inquiry/Other
Comments:
We have a loose Comcast cable running from the pole to our house, a remnant from the hurricane in August. We need a technician to come fix or remove the cable.
I have tried calling this in, and after wasting five minutes in your automated attendant, I have now been on hold for 20 minutes. Either your representative forgot about me or the fact that I don’t currently have Comcast service has thrown her for a serious loop.
Please resolve this ASAP and call me to confirm when it will be done.
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From: Comcast Ecare New England <vidsupport_bos@cable.comcast.com>
To: Matthew Burfeind <msb@burfeind.net>
Sent: Thursday, October 6, 2011 7:19 PM
Subject: Re: Web Form Submission: General Inquiry/Other
(KMM8614242V43107L0KM)
Dear Matthew,
Thank you for contacting Comcast Cable Email Support. My name is Natividad and I am more than happy to provide the best customer service.
I understand that you are requesting to schedule a service call to rectify a loose cable running from the pole to your house as a result ofthe hurricane in August. I apologize for the inconvenience this may have caused you. I know how important it is for you to have this service call scheduled the soonest possible time for your safety. I am happy to assist you. Rest assured I will provide information on how you can confirm or set up a service call appointment.
Matthew, to set up an appointment, please contact any of the local offices that services your area. For your convenience, here are the contact details of your nearest local office:
Center Name: Roslindale
Address: 4640 Washington St
Roslindale, MA 02131
Phone Number: 800-266-2278
Hours: Monday-Friday: 10:00A.M.-6:00P.M.
Should the above service center be not convenient to you, you may locate other offices on your area by following the link I have provided below.
Once you accessed that site, you will need to enter your address and ZIP Code, and then click “Submit.” If the system cannot determine your area by your address and ZIP Code, you will be asked for more information to clarify your location.
http://www.comcast.com/customers/contactus/paymentcenter/locatePaymentCenter.ashx
Thank you for your patience and understanding as we address your concerns. I know your time is important.
To assure the proper tracking of this concern, please take note of this case number: 6339245. Please refer to the number should you contact us regarding the same issue.
Thank you for choosing Comcast, Matthew. I appreciate you providing us with the opportunity to assist you. Have a great day!
Sincerely,
Natividad
Comcast Customer Care Specialist
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October 7, 2011. 3:00 p.m.
No, this is unacceptable. I tried calling the number below yesterday, which is the general 1-800-COMCAST number and NOT the number of my local office, and I had to wade through five minutes of the voice mail tree before I could actually talk to someone, who then put me on hold for 25 minutes because she couldn’t figure out what to do since I am not a current customer, before she eventually hung up on me, which is why I sent you this email in the first place. I’m not calling any other numbers. I expect you to figure out who needs to be notified about getting the cable removed or fixed at my house and to contact that person.
This kind of run-around is why I switched to RCN.
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From: Comcast Ecare New England <vidsupport_bos@cable.comcast.com>
To: Matthew Burfeind <msb@burfeind.net>
Sent: Friday, October 7, 2011 8:59 PM
Subject: Re: Web Form Submission: General Inquiry/Other (KMM8631554V35532L0KM)
Dear Matthew,
Thank you for contacting Comcast Email Support. My name is Joseph and it is my pleasure to assist you today.
As I understand, you do not want to call the 1-800 number to schedule a service call because of your past experience. I sincerely apologize for the difficulty that you are experiencing trying to get the cable line fixed or removed and thank you for bringing this matter to our attention. I know how important it is for us to take care of the cable line since it is a potential health hazard. It will be my pleasure to provide you with information about service calls. Rest assured that the information in this email will help you with your concern.
Matthew, I want to assure you that we do in fact recognize and acknowledge that we have room for improvement in our customer service, and that we are working diligently to ensure we can deliver a great experience to every customer, every time. We appreciate hearing about any unsatisfactory situations so corrective action can be taken, thus increasing our level of customer satisfaction.
Providing our customers the best possible support is our priority. While most topics can be addressed via email communication, there are issues that require live interaction. As much as we would like to process your service call request, we are not allowed to. We do hope that you can be patient with us and try to call your local office one more time. You can also try to contact them by calling 888-633-4266 Monday-Friday: 10:00 A.M.-6:00 P.M. Thank you for your patience and understanding as we address your concerns.
If you need further information or assistance, please do not hesitate to contact us through our live assist chat. An Online Representative is available for you 24 hours a day, 7 days a week at:
https://www.comcastsupport.com/chatentry/
To ensure that the time you will spend online is as short as possible, please have the following pieces of information ready:
1. Name on the account,
2. Service address,
3. Phone number, and
4. Last four digits of the Social Security Number of the account holder,
Security Code, Account Number, Date and amount of most recent payment on
the account and/or services on the account.
Please take note of the following reference number should you contact us
again regarding the same issue: 6339245.
I appreciate you providing us with the opportunity to assist you.
Thank you for choosing Comcast. We appreciate your business and have a
great day, Matthew.
Sincerely,
Joseph
Comcast Customer Care Specialist
