April 13, 2009
Mitch Bowling
General Manager and Senior Vice President, Online Services
Comcast
One Comcast Center
1701 JFK Boulevard
Philadelphia, PA 19103-2838
Dear Mr. Bowling,
Today, my wife received at her Comcast email address, elided@comcast.net, your email message with the Subject line “Apology for Service Disruption”.
My wife’s email address is a secondary address on our Comcast account. I did not receive your email message on my Comcast email address, elided@comcast.net, which is the primary address on the account.
This is at least the second time this happened. The last time I noticed it, I attempted, unsuccessfully, to get your customer relations department to investigate and fix the problem. Then I attempted to get your New England Executive Customer Care department to both investigate and fix the email problem and address the failure of your customer relations department to do so. A copy of the email message I sent to that department, to which I received no response, is attached.
I have some questions for you:
- Do you consider the level of service I received when attempting to get this problem fixed acceptable?
- Do you consider it acceptable that the New England Executive Customer Care department never even responded to me?
- Can you find out why my wife is receiving announcements from Comcast and I’m not, when the reverse should be true, and get the problem fixed?
- Are you going to respond substantively to this letter, or are you, too, going to ignore me and leave this problem, which no doubt affects not only me, but other customers as well, unfixed?
I look forward to your prompt response
Sincerely,
Jonathan Kamens
I have Comcast. I scheduled a transfer over 3 weeks ago and it was supposed to happen today (Feb. 27). 3 times in the last week I had to call them because I had no internet ( I work from home on the internet). Yesterday, they cut off my service in the middle of the day when this was my busiest day of the month. I called them few times and they said they were going to restore my service within the hour and gave me a work order number. I had to call my company to tell them that I had no internet so they told me to work on Saturday (today) to finish my project. This morning, a guy who bearly speaks English shows up and hooks up my bundle package but replaces my cable box and modem with new ones. He pulls out a laptop and shows me that the internet is working and since I was moving today, I didn’t have my 2 computers there yet to test them. When I bring my computers to the house, there was no internet. After about 10 calls all day and a promisses of sending someone out to my house and then cancel for no reason or giving me bogus work order number when they meant never to send anyone over, I finally will get someone tomorrow night to hook me to the internet….I’m yet to see that. The house I moved out of got the bundle package in 15 min. with wireless internet. I was told by Comcast yesterday that my old house was more important than me because they were “new service” but I was only a transfer. And for every call to the them I had to verify my name, address and phone number about 10 times…….I AM SO FED UP…..I’m calling one of the news channel. I pay 200+ per month for crapy service and enough is enough
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You know I was only kidding last night, right?
That said, I hope they fix your problem soon.